供电企业帐单差错率PDCA全过程管理

Billing Error Rate PDCA Management in Power Supply Enterprise

将PDCA全过程管理应用到供电企业降低帐单差错率过程中。首先指出我国绝大多数供电企业对于如何降低帐单差错率并未做过细致系统的分析;接着简要阐述了PDCA全过程管理理念;最后以某供电局为例,从过程策划、过程实施、过程监测、过程改进4个步骤具体分析如何实现帐单差错率的PDCA全过程管理,以期对我国供电企业降低帐单差错率有一定的参考作用。

Billing error rate is an important index of performance evaluation.Billing errors not only affect the economic interests,but also seriously affect customer satisfaction.In this paper,the PDCA method is introduced to reduce the billing error rate.Firstly,it is pointed out the level of billing error rate is uneven in power supply enterprise and most power supply enterprises make little detailed analysis in this field.Then the paper describes the meaning of PDCA management that applied in the process of billing error.Finally, an example is given to describe the detail process of how to Plan,how to do,how to check and how to act,which can make reference to power supply enterprises to reduce billing error rate.