故障报修类工单超时问题分析及对策

Analysis and Treatment of Repair Worksheets Overtime Fault

国家电网95598电力客服中心通过电话、网站等多种渠道受理客户诉求业务。由于电力营销与生产业务关联度不高,接收的故障工单不能得到快速处理,导致故障维修类工单超时问题严重。为解决上述问题,从故障报修信息流转环节出发,首先找到影响性最为显著的流转要素,然后进一步分析末端因素,从而查找出导致工单超时的根源,并针对根源提出了相应的解决方案。为了将配网调度与配网抢修指挥业务融合,创新性地开发出配网故障抢修停电信息自动上报系统,经实际验证,工单超时问题得到有效解决。

The customer service center 95598 of the State Grid deals with the customer business through telephone, website and other channels.Because of the low relevance between electric power marketing business and production business, the received worksheets can not be handled in time.To solve this problem, the most significant factors and the root cause in the flow of the fault repair worksheets are found.According analysis, an innovative system which can automatically record the message of the power faults is developed.The system coordinates the emergency maintenance department and the dispatching department, and can efficiently decrease the number of the overtime worksheets by practice.