Research On Industry Expansion Process Optimization Based On Market(Customer) Satisfaction In Xiaoshan Power Supply Company

Under the background of power system reform,the orderly sale of electricity business to the social capital has intensified the competition in the electricity market,and has generated a large number of electricity distributors,making the customers have greater independent choice.The new development trend of opportunities and challenges requires companies to strengthen market competitiveness,set up a service concept guided by market(customer)satisfaction,continuously improve service processes,and improve service level and quality.We are in an era of technological explosion.New types of demand emerge in an endless stream,such as the recent development of new energy and the demand for charging piles and distributed PV projects under the promotion of the new national energy promotion policy.From the practice of 2017,there are many problems in the "Internet of vehicles" business,such as "less access to charging piles,incomplete business expansion process and weak service capabilities".The new business such as this has prompted the traditional business process to optimize the process of service response.The sale of electricity power company and the province’s total electricity consumption growth rate is higher than expected,the market demand continues to expand,quarter high lift capacity,capacity of company received a total increase in the range of 10%~30%,the Hangzhou company ranked first in Zhejiang province occupy capacity,the contrast is Hangzhou business expanding capacity balances high,and continue to increase the trend at the same time,the super cycle industry expansion phenomenon is still very serious,some units are still expanding the line transfer phenomenon,individual units above 35 thousand volts high voltage new business average length of nearly 600 days,BUSINESSEXPANDING could not keep pace with the social demand,customer satisfaction is low for business expansion do report the.The year 2017 by dialing 95598 power customer hotline,12345 government hotline and on-site reflect complaints reached 57 times,comments,suggestions and consulting work order 2717,and even appeared in the online community public opinion event customers post criticism industry expansion efficiency of the power supply company office.This paper is based on the basic theory of "business process optimization" and "customer satisfaction,customer relationship management,through observation and analysis and use of the company in 2017 survey data on customer satisfaction,customer satisfaction from the perspective of business expansion of the unit installation process to analyze the status quo,find work system can not meet the actual customers and market demand is the crux of the problem,and then adapt to the new needs of the business process optimization scheme.