Comprehensive Evaluation Of Power Supply Service Based On Quality Management

With the deepening of electric power industry reform and the changes in market supply and demand, power supply enterprise begin to shift to customer service-oriented enterprise. Good power supply service quality is the necessary means to maintain competitive advantage, and effective evaluation for the power supply service quality is an important prerequisite to improve service quality for the power supply enterprises.Combining with the actual situation of our country, service quality management comprehensive evaluation in power supply enterprise is established. This paper mainly carried out the following work:firstly the paper analysised the existing research methods and techniques, then introduced the concept, characteristics and content of power supply service, based on the study service quality management comprehensive evaluation in power supply enterprise is established., which includes three parts:the external evaluation of customer satisfaction, the external special service evaluation and the internal evaluation support system.Based on the service experience and service quality of customers, the external special service evaluation obtained the service evaluation through inverstigation whick includes eight parts. The parts are the stability, the safety, electricity fee, business, service channel, customer communication, problem solving. Based on the customer satisfaction, the special business evaluation system estabilshed the index system, which considers the business process, customer contact point, the time limit of the business, according to the service contents and service commitment of Guangdong power grid company. The system included the electric lift and change, charging, examination, complaints etc.. The fuzzy comprehensive evaluation was used in the special business evaluation.The external special service evaluation refined the customer perceptions of quality of electricity services by adopting three-dimensional perspective,"analysis of power supply service business property-analysis of specific business process-analysis of power supply service encounter", which is propitious to the check and monitor of the companies as a result. The internal evaluation support system analyed the business processes and supply service support system of electricity services. Finally, the results of questionnaire proves the system is available and efficient.