發(fā)布時間：2018-05-30 08:37

  本文選題：電力體制改革 + 供電服務(wù)評價��； 參考：《華北電力大學(北京)》2017年碩士論文

【摘要】：從2002年的國務(wù)院發(fā)5號文到2015年的中共中央發(fā)9號文,我國電力體制改革已經(jīng)從初步探索階段走到了深入開展階段。此次改革方案的最大亮點是逐步放開競爭性環(huán)節(jié)的配售電側(cè)市場,同時加強對壟斷性環(huán)節(jié)的監(jiān)管,形成“放開兩端,管住中間”的體制架構(gòu),重新梳理價格機制,多途徑培養(yǎng)市場主體。在深入還原電力商品屬性的新一輪改革背景下,電力企業(yè)亟需摒棄舊的經(jīng)營觀念,根據(jù)市場需求的變化不斷地提升和改善電力企業(yè)的供電服務(wù)質(zhì)量,只有這樣電力企業(yè)才能在改革中成功實現(xiàn)轉(zhuǎn)型,立于不敗之地。因此,研究供電服務(wù)質(zhì)量綜合評價對于供電企業(yè)掌握新形勢下供電服務(wù)的發(fā)展變化趨勢,通過科技創(chuàng)新和服務(wù)理念的轉(zhuǎn)變,改善供電服務(wù)品質(zhì),應(yīng)對時代的挑戰(zhàn),抓住發(fā)展的機遇至關(guān)重要�；诖�,本文在結(jié)合國內(nèi)外客戶滿意度評價研究與應(yīng)用的基礎(chǔ)上,首先對我國新一輪電力體制改革的關(guān)鍵改革措施,以及新電改對供電市場的影響進行研究,研判未來供電市場發(fā)展趨勢,據(jù)此分析不同改革階段供電服務(wù)的開展重點。第二,結(jié)合上一階段電改背景研究得出的啟示,探究未來供電服務(wù)的服務(wù)內(nèi)容和服務(wù)原則,對供電服務(wù)質(zhì)量的內(nèi)涵與組成進行詳細分析。第三,基于電改影響分析總結(jié)歸納新形勢下供電評價的關(guān)鍵評價要素,并以此為核心圍繞供電服務(wù)業(yè)務(wù)具體內(nèi)容細化評價指標。本文的創(chuàng)新點主要有兩點,一是深入探討了改革未來路上供電服務(wù)的發(fā)展趨勢,以及在不同改革階段供電服務(wù)的開展重點;二是基于電改新形勢總結(jié)出其對供電服務(wù)評價的五點啟示,進一步根據(jù)啟示歸納總結(jié)出供電服務(wù)綜合評價的四點關(guān)鍵評價要素,建立了與電改啟示作用有機結(jié)合的評價指標體系。本論文的研究成果旨在幫助供電企業(yè)更好地了解新改革背景下服務(wù)內(nèi)容的開展重點和服務(wù)評價的關(guān)鍵部分,從而能夠有針對性地根據(jù)市場需求的改變、用戶的個性化要求改進供電服務(wù)的方式方法,提高供電的服務(wù)品質(zhì),在壟斷性業(yè)務(wù)以扎實的服務(wù)能力履行好社會義務(wù),在競爭性業(yè)務(wù)領(lǐng)域以優(yōu)質(zhì)的服務(wù)水平贏得市場份額,擴大企業(yè)的經(jīng)濟效益。
[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.
【學位授予單位】：華北電力大學(北京)
【學位級別】：碩士
【學位授予年份】：2017
【分類號】：F426.61

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本文編號：1954645