新电改背景下供电服务质量综合评价研究

发布时间：2018-05-30 08:37

本文选题：电力体制改革 + 供电服务评价　；参考：《华北电力大学(北京)》2017年硕士论文

【摘要】：从2002年的国务院发5号文到2015年的中共中央发9号文,我国电力体制改革已经从初步探索阶段走到了深入开展阶段。此次改革方案的最大亮点是逐步放开竞争性环节的配售电侧市场,同时加强对垄断性环节的监管,形成“放开两端,管住中间”的体制架构,重新梳理价格机制,多途径培养市场主体。在深入还原电力商品属性的新一轮改革背景下,电力企业亟需摒弃旧的经营观念,根据市场需求的变化不断地提升和改善电力企业的供电服务质量,只有这样电力企业才能在改革中成功实现转型,立于不败之地。因此,研究供电服务质量综合评价对于供电企业掌握新形势下供电服务的发展变化趋势,通过科技创新和服务理念的转变,改善供电服务品质,应对时代的挑战,抓住发展的机遇至关重要。基于此,本文在结合国内外客户满意度评价研究与应用的基础上,首先对我国新一轮电力体制改革的关键改革措施,以及新电改对供电市场的影响进行研究,研判未来供电市场发展趋势,据此分析不同改革阶段供电服务的开展重点。第二,结合上一阶段电改背景研究得出的启示,探究未来供电服务的服务内容和服务原则,对供电服务质量的内涵与组成进行详细分析。第三,基于电改影响分析总结归纳新形势下供电评价的关键评价要素,并以此为核心围绕供电服务业务具体内容细化评价指标。本文的创新点主要有两点,一是深入探讨了改革未来路上供电服务的发展趋势,以及在不同改革阶段供电服务的开展重点;二是基于电改新形势总结出其对供电服务评价的五点启示,进一步根据启示归纳总结出供电服务综合评价的四点关键评价要素,建立了与电改启示作用有机结合的评价指标体系。本论文的研究成果旨在帮助供电企业更好地了解新改革背景下服务内容的开展重点和服务评价的关键部分,从而能够有针对性地根据市场需求的改变、用户的个性化要求改进供电服务的方式方法,提高供电的服务品质,在垄断性业务以扎实的服务能力履行好社会义务,在竞争性业务领域以优质的服务水平赢得市场份额,扩大企业的经济效益。
[Abstract]:From No. 5 of the State Council in 2002 to No. 9 of the CPC Central Committee in 2015, the reform of China's electric power system has moved from the initial stage of exploration to the stage of in-depth development. The biggest bright spot of this reform plan is to gradually liberalize the market for the distribution of electricity in competitive links, at the same time, to strengthen the supervision of monopoly links, to form an institutional framework of "opening up both ends and controlling the middle", and to rearrange the price mechanism. To train the main body of the market in many ways. Under the background of the new reform of reducing the attribute of electric power commodity deeply, the electric power enterprise urgently needs to abandon the old management idea and continuously improve the power supply service quality according to the change of the market demand. Only in this way can the electric power enterprises successfully realize the transformation and remain invincible in the reform. Therefore, the study of comprehensive evaluation of power supply service quality for power supply enterprises to grasp the new situation of power supply service development and change trend, through scientific and technological innovation and service concept change, improve power supply service quality, meet the challenges of the times, It is essential to seize the opportunity for development. Based on this, based on the research and application of customer satisfaction evaluation at home and abroad, this paper first studies the key reform measures of the new round of electric power system reform in China, and the influence of the new power reform on the power supply market. The development trend of power supply market in the future is analyzed, and the key points of power supply service in different reform stages are analyzed. Secondly, combined with the inspiration of the background study of electricity reform in the last stage, the paper probes into the service content and service principle of the future power supply service, and analyzes the connotation and composition of the power supply service quality in detail. Thirdly, the key evaluation elements of power supply evaluation under the new situation are summarized based on the analysis of the influence of electricity reform, and the evaluation index is refined around the specific content of power supply service business as the core. There are two main innovation points in this paper: first, the development trend of the reform of the road power supply service in the future is deeply discussed, and the emphasis of the power supply service in different reform stages is also discussed. Second, based on the new situation of electricity reform, it summarizes five points of enlightenment to the evaluation of power supply service, and further sums up four key evaluation elements of comprehensive evaluation of power supply service according to the enlightenment. The evaluation index system is established which is combined with the enlightening function of electricity reform. The purpose of this paper is to help power supply enterprises to better understand the focus of service content and the key parts of service evaluation in the context of new reform, so as to be able to change according to the market demand. The individualized demand of the user is to improve the way and method of power supply service, to improve the service quality of power supply, to fulfill the social obligation with solid service ability in monopoly business, to win market share with high quality service level in the field of competitive business. Expand the economic benefits of enterprises.
【学位授予单位】：华北电力大学(北京)
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F426.61

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