【摘要】：隨著電力體制的改革和市場供求關(guān)系的變化,供電企業(yè)已經(jīng)由電力供應和使用的管理者,轉(zhuǎn)變?yōu)殡娏?jīng)營者和電力服務者。另一方面,隨著生活水平的不斷提高,人們對用電服務的要求也越來越高。供電企業(yè)只有持續(xù)改進和不斷提高居民用電服務質(zhì)量,才能滿足居民日益增長和不斷變化的用電服務需求,從而為供電企業(yè)的可持續(xù)發(fā)展提供保障。 本文以解決居民用電服務問題、提高居民用電服務質(zhì)量為目標,在研究國內(nèi)外文獻的基礎上,通過對95598工單數(shù)據(jù)和居民用電實際情況的分析,結(jié)合質(zhì)量管理理論,找出居民用電服務中存在的問題及其影響因素,并據(jù)此提出改進措施和解決辦法。 本文是基于理論基礎上的實踐研究。研究過程中重點分析了影響居民用電服務質(zhì)量的諸多因素,采用分層法、排列圖、關(guān)聯(lián)圖等質(zhì)量改進工具,從居民感知的角度,應用關(guān)鍵事件技術(shù)的方法,尤其把95598工單作為居民用電服務的關(guān)鍵事件,開展居民用電服務質(zhì)量的診斷,分析得出TZ供電公司居民用電服務中存在的問題及影響因素；然后再從供電企業(yè)內(nèi)部管理的角度,驗證基于95598工單數(shù)據(jù)得出的質(zhì)量診斷結(jié)論的正確性。從用戶感知角度出發(fā)分析居民用電服務質(zhì)量,與常用的讓用戶在一個固定的框架中回答問題即填表相比,避免了單一性和片面性,能夠更加全面的反映居民用電服務質(zhì)量情況,為今后分析和提高居民用電服務質(zhì)量提供了簡易可行的操作方法。
[Abstract]:With the reform of electric power system and the change of market supply and demand, power supply enterprises have been transformed from managers of power supply and use to power operators and service providers. On the other hand, with the continuous improvement of living standards, people demand more and more electricity service. Only through continuous improvement and continuous improvement of the service quality, can the power supply enterprises meet the increasing and changing demand for electricity service, thus providing the guarantee for the sustainable development of the power supply enterprises. The aim of this paper is to solve the problem of residential electricity service and improve the quality of residential electricity service. On the basis of studying domestic and foreign literatures, through the analysis of the data of 95598 work orders and the actual situation of residents' electricity consumption, combined with the theory of quality management, In order to find out the problems existing in the service of electricity consumption and its influencing factors, the improvement measures and solutions are put forward. This paper is based on the theoretical basis of practical research. In the course of the research, many factors affecting the service quality of electricity consumption are analyzed, and the methods of applying key event technology from the point of view of residents' perception are adopted, such as hierarchical method, arrangement diagram, correlation graph and other quality improvement tools. In particular, taking 95598 work order as the key event of residents' electricity service, carrying out the diagnosis of residents' electricity service quality, analyzing the existing problems and influencing factors in the residents' electricity service of TZ power supply company; Then, from the angle of internal management of power supply enterprise, the correctness of the conclusion of quality diagnosis based on 95598 work order data is verified. From the perspective of users' perception, the quality of service for residents' electricity consumption is analyzed. Compared with the usual way of making users answer questions in a fixed framework, that is, filling in forms, it avoids the singleness and one-sidedness, and can reflect the quality of service of residents' electricity consumption more comprehensively. It provides a simple and feasible operation method for analyzing and improving the service quality of electricity consumption in the future.
【學位授予單位】：南京理工大學
【學位級別】：碩士
【學位授予年份】：2013
【分類號】：F274;F426.61

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