本文選題：供電公司　切入點(diǎn)：客戶服務(wù)項(xiàng)目　出處：《華北電力大學(xué)》2013年碩士論文

【摘要】：隨著電力體制改革的進(jìn)一步深化和電力發(fā)展,供電公司不僅要面臨普通企業(yè)所共有的風(fēng)險(xiǎn),而且由于電力產(chǎn)品所具有的特性,供電公司還將面對(duì)某些特有的風(fēng)險(xiǎn)與威脅。其中以客戶服務(wù)面對(duì)的風(fēng)險(xiǎn)因素最為復(fù)雜,風(fēng)險(xiǎn)點(diǎn)最多。因此,除了要依靠于日臻完善的技術(shù)手段,更需要將項(xiàng)目風(fēng)險(xiǎn)管理理論和方法引入供電公司的客戶服務(wù)項(xiàng)目管理中,構(gòu)建客戶服務(wù)項(xiàng)目風(fēng)險(xiǎn)管理體系,對(duì)風(fēng)險(xiǎn)點(diǎn)進(jìn)行準(zhǔn)確識(shí)別與評(píng)估,從而對(duì)風(fēng)險(xiǎn)實(shí)施有效防范和控制,以及風(fēng)險(xiǎn)的合理管控和規(guī)避,形成事前有標(biāo)準(zhǔn)引導(dǎo)、過程有檢查管控、事后有指標(biāo)考核的閉環(huán)管理模式。 本文從分析供電公司客戶服務(wù)項(xiàng)目風(fēng)險(xiǎn)現(xiàn)狀入手,在充分研究客戶服務(wù)項(xiàng)目風(fēng)險(xiǎn)的基礎(chǔ)上,引入風(fēng)險(xiǎn)和風(fēng)險(xiǎn)管理的基本理論,對(duì)供電公司存在的客戶服務(wù)項(xiàng)目風(fēng)險(xiǎn)進(jìn)行系統(tǒng)梳理和分類,對(duì)主要風(fēng)險(xiǎn)運(yùn)用流程圖法、事故樹法對(duì)客戶服務(wù)項(xiàng)目風(fēng)險(xiǎn)進(jìn)行識(shí)別,利用風(fēng)險(xiǎn)度評(píng)價(jià)法對(duì)風(fēng)險(xiǎn)進(jìn)行評(píng)價(jià)。在此基礎(chǔ)上通過蝴蝶結(jié)(Bow-Tie)模型的建立,提出客戶服務(wù)項(xiàng)目管理風(fēng)險(xiǎn)的應(yīng)對(duì)措施,包括管理體系、組織機(jī)構(gòu)體系、績(jī)效管理體系等；同時(shí)根據(jù)"PDCA"閉環(huán)管理理論,提出了“三層次兩閉環(huán)”的內(nèi)部監(jiān)控體系和工作例會(huì)、月度例會(huì)相結(jié)合的內(nèi)部報(bào)告機(jī)制,試圖構(gòu)建起供電公司內(nèi)部有效的客戶服務(wù)項(xiàng)目風(fēng)險(xiǎn)管理體系,以解決供電公司客戶服務(wù)管理中存在的問題。
[Abstract]:With the deepening of the reform of the electric power system and the development of electric power, power supply companies not only have to face the risks common to ordinary enterprises, but also because of the characteristics of power products. Power supply companies will also face certain unique risks and threats. Customer service faces the most complex risk factors and the most risk points. Therefore, in addition to relying on increasingly sophisticated technical means, It is more necessary to introduce the theory and method of project risk management into the customer service project management of power supply company, construct the risk management system of customer service project, identify and evaluate the risk point accurately, so as to effectively prevent and control the risk. As well as the reasonable control and avoidance of risk, a closed-loop management model with standard guidance, check control and index assessment is formed. This paper begins with the analysis of the current situation of customer service project risk in power supply company, and introduces the basic theory of risk and risk management on the basis of fully studying the risk of customer service project. Systematically combing and classifying the risk of customer service project in power supply company, using flow chart method and accident tree method to identify the risk of customer service project. On the basis of the establishment of Bow-Tie-based model, the paper puts forward the measures to deal with the risk of customer service project management, including management system, organization system, performance management system and so on. At the same time, according to the closed loop management theory of "PDCA", this paper puts forward the internal monitoring system of "three levels and two closed loops" and the internal report mechanism which combines the work regular meeting and the monthly regular meeting. This paper attempts to construct an effective customer service project risk management system in the power supply company to solve the problems in the customer service management of the power supply company.
【學(xué)位授予單位】：華北電力大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2013
【分類號(hào)】：F426.61;TP315

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