本文選題：電力服務(wù)　切入點(diǎn)：差異化　出處：《云南大學(xué)》2015年碩士論文

【摘要】：隨著我國(guó)電力體制改革的深入,供電企業(yè)分離了用電管理的行政職能后,變成了市場(chǎng)中的競(jìng)爭(zhēng)主體,客戶成為企業(yè)生存與發(fā)展的基石。隨著經(jīng)濟(jì)社會(huì)的發(fā)展、替代能源的出現(xiàn),促使客戶對(duì)電力服務(wù)的要求逐步提升,對(duì)客戶服務(wù)提出了更高的要求。實(shí)施客戶差異化服務(wù),可以實(shí)現(xiàn)“管理理念、管理效益、經(jīng)濟(jì)效益、社會(huì)效應(yīng)”等方面的提升,優(yōu)化客戶服務(wù)流程,健全內(nèi)部協(xié)同機(jī)制,建立以滿足客戶多樣化電力需求為基礎(chǔ)的服務(wù)理念,使客戶可以持續(xù)享有高效、優(yōu)質(zhì)、特色的電力服務(wù)。 本文在學(xué)習(xí)和吸納差異化營(yíng)銷管理理論的基礎(chǔ)上,從深圳供電局有限公司的實(shí)際工作需求、營(yíng)銷目標(biāo)出發(fā),分析了滿足不同客戶需求的差異化營(yíng)銷方式和服務(wù)方式,試圖建立一套通用的,提高客戶服務(wù)水平,提升客戶服務(wù)滿意度的實(shí)現(xiàn)方式和方法。通過(guò)建立和完善客戶檔案,針對(duì)不同的客戶群體需求,設(shè)計(jì)不同的服務(wù)級(jí)別標(biāo)準(zhǔn),采用客戶差異化服務(wù)機(jī)制為客戶提供超值服務(wù),提升服務(wù)質(zhì)效,深化供電服務(wù)理論,樹(shù)立企業(yè)形象,提高經(jīng)營(yíng)效益。 論文介紹了供電客戶差異化服務(wù)管理系統(tǒng)的研究背景、項(xiàng)目意義和目前的研究與應(yīng)用現(xiàn)狀,明確了論文研究的內(nèi)容和主要工作,并運(yùn)用軟件工程技術(shù)和面向?qū)ο蟮姆治龇椒▽?duì)業(yè)務(wù)進(jìn)行了分析。在業(yè)務(wù)分析中,給出了現(xiàn)有主要管理業(yè)務(wù)過(guò)程的的流程圖,明確了現(xiàn)有業(yè)務(wù)流程存在的問(wèn)題,通過(guò)業(yè)務(wù)流程再造,重構(gòu)了主要業(yè)務(wù)電子化改造后的業(yè)務(wù)流程；在功能分析中,論文進(jìn)行了用例建模,給出了用例圖和用例描述,明確了系統(tǒng)的功能。在功能分析的基礎(chǔ)上,給出了系統(tǒng)的總體功能架構(gòu)和各功能模塊的結(jié)構(gòu),包括客戶信息管理、服務(wù)管理、服務(wù)對(duì)象管理、差異化服務(wù)管理、統(tǒng)計(jì)與分析、個(gè)人信息管理、系統(tǒng)管理等功能模塊；在數(shù)據(jù)分析中,論文對(duì)系統(tǒng)各功能所處理的數(shù)據(jù)進(jìn)行了分析,給出了實(shí)體類關(guān)系圖,描述了數(shù)據(jù)庫(kù)表的基本結(jié)構(gòu)。論文最后對(duì)所做的研究與分析工作進(jìn)行了總結(jié),并對(duì)進(jìn)一步的工作進(jìn)行了展望。
[Abstract]:With the deepening of electric power system reform in our country, after separating the administrative function of power management, power supply enterprises become the main body of competition in the market, and customers become the cornerstone of the survival and development of enterprises. With the development of economy and society, the emergence of alternative energy sources. In order to promote the customer's demand for electric power service, the higher requirement for customer service is put forward. The implementation of customer differential service can realize the promotion of "management concept, management benefit, economic benefit, social effect" and so on. Optimize customer service flow, perfect internal cooperation mechanism, establish service concept based on meeting customers' diversified power demand, so that customers can continue to enjoy high efficiency, high quality and characteristic electric power service. On the basis of studying and absorbing the theory of differential marketing management, this paper analyzes the different marketing methods and service ways to meet the different customer needs, starting from the actual work demand and marketing target of Shenzhen Power supply Bureau Co., Ltd. This paper attempts to establish a set of general ways and methods to improve the level of customer service and improve customer service satisfaction. Through establishing and perfecting customer files, different service level standards are designed according to the needs of different customer groups. The mechanism of customer differential service is adopted to provide customers with value service, improve service quality and effect, deepen power supply service theory, set up enterprise image and improve management benefit. This paper introduces the research background, project significance and current research and application status of power supply customer differentiated service management system, and clarifies the content and main work of this paper. In the process of business analysis, the flow chart of the main management business process is given, and the problems existing in the existing business process are clarified. Through business process reengineering, the paper reconstructs the business process after the main business electronic transformation, in the function analysis, the paper carries on the use case modeling, gives the use case diagram and the use case description, clarifies the system function, on the basis of the function analysis, The overall functional framework of the system and the structure of each functional module are given, including customer information management, service management, service object management, differentiated service management, statistics and analysis, personal information management, system management and other functional modules. In the data analysis, the paper analyzes the data processed by each function of the system, gives the entity class relation diagram, describes the basic structure of the database table, and summarizes the research and analysis work done in the last part of the paper. The future work is prospected.
【學(xué)位授予單位】：云南大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2015
【分類號(hào)】：TP311.52

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本文編號(hào)：1669314