Research On Service Quality Improvement Of XN Electric Power Supply Company On The Basis Of QFD

With the continuous advancement of the power system reform,the supply-side reform will be further deepened.New distribution and sales market business will be gradually released in an orderly manner.The service attributes of power supply enterprises will become increasingly prominent and the quality of service directly affects the enterprise.Economic benefits have become a crucial factor constraining the development of enterprises.In the face of fierce market competition environment,the consumption view of users has undergone tremendous changes.For power supply enterprises,it is necessary to establish a dynamic and real-time service quality evaluation system and supervision mechanism.It’s significant to enrich the connotation of power supply services and strengthen user experience.The enterprises also need to improve their competitiveness and expand market share continuously.First,thesis made a general introduction of the company,including the region and population of the company’s services.Through visits and surveys,it analyzed the reasons for the low quality of power supply service,which includes customer communication,service process and unclear rights and responsibilities.Based on SERVQUAL evaluation model of public service quality,thesis establishes the service quality evaluation model of the company in combination with the actual situation of the company.By using KANO model,the evaluation scores of electricity customers on various demands were collected by means of questionnaires.13 items of effective demands were determined and the importance values of various demands were calculated.From the perspective of former and back-end service modules,12 service modules of the company are sorted out.The correlation degree between the former and demand is scored to build an association matrix.Wuhan company was determined as the benchmark.The other three prefecture-level companies were considered as competitors to conduct competition analysis and build the company’s power supply service quality house model.12 improvement measures were determined for each service module and three implementation plans were put forward.Through AHP,plan two was identified as the final implementation plan and task list was made to clarify the responsible departments and time.Finally,from the internal,external and superior aspects of the implementation,thesis draw the results of the conclusion according to the problems.Through the specific application of QFD,the demand of electricity customers is transformed into a service module and the corresponding improvement measures are put forward.The research results can be used for reference to improve the quality of power supply service.