The Study Of Wuchang City Electrical System Customer Service Process Reengineering Problems And Solutions

As an important part of the energy industry, electric power are closely related withindustry and people’s daily life, social stability and national economic development. Powersystem as an energy-transport hub, the fundamental task is to provide customers withsafe, reliable, sufficient energy products as well as convenient, efficient, and qualityservice. The core competitiveness of the company’s future service, how to improve thecustomer service process of the power system optimization and integration servicesresources Continuously, enhance service tracking evaluation and quality management,become the most important issue facing the power enterprises.On the basis of development， Harbin Wuchang City Electric Power Bureaucontinuously push forward the reform of enterprises, speed up the establishment ofcustomer service management innovation model, in order to accelerate the transformationfrom "business-oriented" to "customer-oriented" to process reengineering to promote themarketing process. This paper focuses on the theory of process reengineering the basisof research on the customer service center of Wuchang City Power Supply Bureau, research on the customer service center of Wuchang City Power Supply Bureau,consulting, repair, and business expanding installed three core processes in-depthanalysis and diagnosis, on this basis, business process design, integration, optimization,and propose appropriate countermeasures, mainly to solve the traditional process slicesegmentation management, too many levels of management, management processes arenot uniform and other issues. Finally, from the steps of the facts and supporting security,outlining steps to successful implementation of BPR in Wuchang City Electric PowerBureau to complete the transformation of the "production" to the "customer type".Consulting business process integration, optimization, can enable enterprises toimprove telephone service call rate optimization and integration services resources, focuson the admissibility of the user demand for services; adjust the repair business processreengineering, unclear property rights through the establishment of third-party platform tomake up for the causewaste of resources, minimize the loss of customers, maintainingsocial responsibility; business expanding installed business process integration,adjustment, improve the business expanding efficiency with the introduction ofpersonalized services for different customers, to meet customer demand for electricity.Wuchang City Power Supply Bureau, Customer Service hope through processre-establish the flat into the characteristics and responsibilities clear, unified and simple level marketing organization structure, create "good faith, and seek commondevelopment," the corporate culture, the concentration of superior resources, improve thecore competitiveness and better adapt to the market to meet customer needs.