A Study On Performance Assessment Of 95598 Orderly Staff

Recently, with the market economy increasingly progress and the business development of electric power industrial, the electric power information engineering has made a greatly progress. At the same time, the marketing system of electric power industrial and customer service thought has already made a corresponding change. Service quality and service level of the 95598 hot line orderly staff will affect the whole social visualization of the electric power corporation.This paper takes The Balance Scorecard, Behavior Examination Method, Communication Theory as a guide, combines the analysis of Beijing Electric Power Corporation background, development stratagem and customer service centre function and so on. It embarks from the performance examine forms, performance executive implement, performance examine content and effect, and the other aspects to deeply discuss the 95598 performance assessment actuality and its exiting problems. From the analysis and discussion, it can be seen that there are some problems in 95598 orderly staff including operation diathesis uneven, work passion decrease year after year, work lapses repeat appear, and work efficiency generally on the low level. To the question, this paper puts forward the improving direction and principle, actualization of the material ameliorating methods, and anticipating effect after the amelioration. Meanwhile, the paper builds the improving actualization ensuring system of 95598 orderly staff performance assessment, including KBS building, idiographic content and application of the communication feedback theory.The paper establishes a scientific customer service employee performance assessment system for the 95598 orderly staff, which can better improve the service quality and service level of electric power corporation and better provide omnidirectional and more administrative levels high quality service.