江门供电局客户服务精益化管理研究

发布时间：2018-01-22 03:56

本文关键词： 精益化管理电力客户服务　出处：《华南理工大学》2013年硕士论文　论文类型：学位论文

【摘要】：随着供电企业规范化管理的不断深入，电力营销精细化管理水平的不断提高，越来越多的营销精益化管理思路被应用在工作中以解决在实际工作中存在的一系列问题。客户服务是供电企业向社会提供电力供应服务一项重要的工作，是指满足所有现有的和潜在的客户的用电需求的全过程活动。但在实际工作中供电企业营销管理事务繁多，工作很难高效开展。营销管理流程、制度多以规范内部管理为主，没有完全做到以客户为中心，致使部分流程衔接不畅、工作效率不高，这些都为供电企业提升自身社会形象，为用户提供优质服务造成了一定的阻碍。为此，本文根据江门供电局的现状，结合现代营销理论，通过深入剖析当前供电企业客户服务工作中存在的问题及薄弱节点，并充分运用精益化管理思维有效破解存在的问题，以客户为中心，不断消除客户不满意因素，持续提高客户满意度。首先本文从精益化管理的基本概念、发展历程和核心理念着手，阐述了其在供电企业客户服务工作中的意义。然后本文从满意度调查的角度进行分析，针对企业当前影响客户满意度的八个维度，对业务流程的关键节点特别是涉及部门交叉的管理节点，工作质量、时限进行制度明确，将管理责任具体化，从而消除因管理节点运转不畅造成的客户不满，使服务工作逐步精益化。同时，本着实施营销精益化管理，其根本目的是在消除各种资源浪费的原则，，在客户服务的角度来讲，消除资源浪费，其实就是相当于消除客户不满意因素，通过管理客户不满意节点的识别、消除，管理目标的层层分解和传递，管理流程的不断优化完善，使各级责任更加明确、工作规范更加具体，引导相关部门能够有效承担起各自责任，实现客户价值的不断提升。最后提出了如何继续以精益化管理的思想持续改善客户服务工作，从而达到尽善尽美的目标。
[Abstract]:With the continuous deepening of standardized management of power supply enterprises, the level of meticulous management of power marketing has been continuously improved. More and more marketing lean management ideas have been applied to solve a series of problems in practical work. Customer service is an important task for power supply enterprises to provide power supply services to the community. It refers to the whole process of meeting the electricity demand of all existing and potential customers. However, in the actual work, there are many marketing management services in the power supply enterprise, and it is difficult to carry out the work efficiently. The marketing management process. Most of the system to standardize internal management, not fully customer-centric, resulting in part of the flow is not smooth, work efficiency is not high, these for the power supply enterprises to improve their own social image. To provide high quality services to users caused certain obstacles. Therefore, according to the current situation of Jiangmen Power supply Bureau, combined with modern marketing theory, through in-depth analysis of the current power supply enterprise customer service problems and weak nodes. And fully use lean management thinking to effectively solve the existing problems, customer-centered, constantly eliminate customer dissatisfaction factors, continuously improve customer satisfaction. First of all, this paper from the basic concept of lean management, development process and core concepts, expounds its significance in the customer service work of power supply enterprises, and then this paper from the perspective of satisfaction survey to analyze. In view of the eight dimensions that affect the customer satisfaction, the key nodes of business process, especially the management nodes involving the intersection of departments, the quality of work, the time limit are defined, and the management responsibility is specified. In order to eliminate the customer dissatisfaction caused by the poor operation of the management node, make the service work gradually lean. At the same time, in line with the implementation of marketing lean management, its fundamental purpose is to eliminate all kinds of waste of resources principle. In terms of customer service, eliminating the waste of resources is equivalent to eliminating customer dissatisfaction factors, through the management of customer dissatisfied node identification, elimination, management objectives layer by layer decomposition and transmission. The continuous optimization and improvement of the management process makes the responsibilities at all levels clearer and the work specifications more specific, leading the relevant departments to effectively assume their respective responsibilities. Finally, it puts forward how to continuously improve customer service with the idea of lean management so as to achieve the goal of perfection.
【学位授予单位】：华南理工大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F274;F426.61

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