【摘要】：隨著國內(nèi)電力公司的壟斷逐漸被打破，且在電力部門之間的服務(wù)質(zhì)量的差異越來越小，為了提高公司的競爭力，各電力部門紛紛通過實施客戶關(guān)系管理項目，以求從“以產(chǎn)業(yè)為主”的營銷策略向“以客戶為中心”的服務(wù)戰(zhàn)略的轉(zhuǎn)變。HZ電業(yè)局作為公用事業(yè)企業(yè)單位，承擔(dān)著泉州市260多萬客戶的供電服務(wù)，其服務(wù)水平高低直接影響供電企業(yè)作為國有企業(yè)和中央直屬企業(yè)的形象。而客戶是HZ電業(yè)局一項重要的戰(zhàn)略資產(chǎn)，在電力產(chǎn)業(yè)結(jié)構(gòu)和競爭環(huán)境發(fā)生重大變革的今天，如何有效的管理好這個重要資源己經(jīng)成為HZ電業(yè)局提升核心競爭力的重要內(nèi)容。 論文以HZ電業(yè)局總體的滿意度水平為切入點，通過問卷調(diào)查HZ電業(yè)局的客戶服務(wù)現(xiàn)狀，揭示其客戶服務(wù)中目前存在的問題及原因。同時運用客戶滿意度、客戶價值以及服務(wù)流程理論，結(jié)合問卷調(diào)查內(nèi)容分別從客戶服務(wù)不滿意點、質(zhì)量標(biāo)準(zhǔn)不合理點、服務(wù)水平不合格點三方面進(jìn)行了全面系統(tǒng)的分析。發(fā)現(xiàn)目前HZ電業(yè)局存在停電時間長、停電次數(shù)多、審批程序繁瑣等問題，主要原因有：1）各部門協(xié)調(diào)能力不足；2）缺乏相關(guān)專業(yè)人員；3）客戶信息資料不完整以及客戶理解出現(xiàn)偏差。在此基礎(chǔ)上，從“客戶需求管理能力”、“服務(wù)持續(xù)改進(jìn)能力”以及“服務(wù)全面管控能力”三個方面提出了優(yōu)化方案。為保證優(yōu)化方案的有效實施提出了“人才保障”、“監(jiān)督機制保障”以及“績效考核機制”等保障措施。 論文共分為六章，，第一章是論文的引言部分，介紹了論文的研究背景、目的、意義、文獻(xiàn)綜述、方法以及論文的框架結(jié)構(gòu)。第二章重點介紹了論文的理論基礎(chǔ)主要介紹了客戶滿意度、客戶價值以及流程服務(wù)理論。第三章介紹了問卷調(diào)查方法的設(shè)計、目的、選取樣本的分布以及問卷的分析方法。第四章介紹了HZ電業(yè)局目前的服務(wù)管理體系以及通過問卷分析發(fā)現(xiàn)的問題以及原因分析。第五章在前一章的基礎(chǔ)上提出了優(yōu)化改進(jìn)方案。第六章介紹了優(yōu)化改進(jìn)方案實施過程中的配套保障措施。最后對全文進(jìn)行了總結(jié)。
[Abstract]:With the gradual breaking of the monopoly of domestic power companies, and the difference in service quality among power departments is becoming smaller and smaller, in order to improve the competitiveness of the company, various power departments have implemented customer relationship management projects in order to change from "industry-oriented" marketing strategy to "customer-centered" service strategy. HZ Power Bureau as a public utility enterprise unit, It undertakes the power supply service of more than 2.6 million customers in Quanzhou City, and its service level directly affects the image of power supply enterprises as state-owned enterprises and enterprises directly under the central government. The customer is an important strategic asset of HZ Electric Power Bureau. Today, with the great changes in the structure and competitive environment of the power industry, how to effectively manage this important resource has become an important part of HZ Electric Power Bureau to enhance its core competitiveness. Based on the overall satisfaction level of HZ Electric Power Bureau, this paper investigates the present situation of customer service of HZ Electric Power Bureau by questionnaire, and reveals the existing problems and causes in its customer service. At the same time, based on the theory of customer satisfaction, customer value and service process, combined with the questionnaire survey, this paper makes a comprehensive and systematic analysis from three aspects: customer service dissatisfaction, unreasonable quality standard and service level unqualified point. It is found that there are some problems in HZ Electric Power Bureau, such as long blackout time, large number of blackouts, tedious examination and approval procedures, etc. The main reasons are as follows: 1) the coordination ability of each department is insufficient; 2) there is a lack of relevant professionals; 3) the customer information is incomplete and the customer understanding is deviated. On this basis, the optimization scheme is put forward from three aspects: "customer demand management ability", "service continuous improvement ability" and "service overall control ability". In order to ensure the effective implementation of the optimization scheme, some safeguard measures, such as "talent guarantee", "supervision mechanism guarantee" and "performance appraisal mechanism", are put forward. The paper is divided into six chapters. The first chapter is the introduction of the paper, which introduces the research background, purpose, significance, literature review, methods and the framework of the paper. The second chapter focuses on the theoretical basis of the paper mainly introduces customer satisfaction, customer value and process service theory. The third chapter introduces the design of questionnaire survey method, the purpose of which is to select the distribution of samples and the analysis method of questionnaire. The fourth chapter introduces the current service management system of HZ Electric Power Bureau and the problems and causes found by questionnaire analysis. The fifth chapter puts forward the optimization and improvement scheme on the basis of the previous chapter. The sixth chapter introduces the supporting safeguard measures in the process of optimizing and improving the implementation of the scheme. Finally, the full text is summarized.
【學(xué)位授予單位】：湘潭大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2013
【分類號】：F426.61;F274

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