基于精益化管理的客户投诉分析与管控

Analysis and control of customer complaints based on lean management

随着电力体制改革和国有企业改革的纵深推进,"多买多卖"的市场竞争格局逐步形成,做好电力营销及优化服务工作成为电力企业生存和发展的根本。贵州作为电力体制改革的第一批试点区域,客户选择的增加,优质服务将是未来配售电市场争夺的关键因素。在新的电力体制改革形势下,如何提升供电服务能力,满足人民追求美好生活的电力需要,成为电力营销工作乃至整个电力企业的重中之重。该文基于精益化管理,以大力减少客户投诉为突破口,深入分析客户投诉问题,找准供电服务短板,从建立客户投诉管控"六项机制"、重点解决客户用电"四类老大难"问题两个方面提出了管控措施,对提升供电服务能力,增强电力企业市场竞争力进行了有益地探索。

With the depth of electric power system reform and the reform of state-owned enterprises,the market competition pattern of＂buy more to sell more＂is gradually formed,electric power marketing and quality service work become the basic of power enterprises＇ survival and development. Guizhou,as the first pilot area of power system reform,With the increase of customer choice,quality service will be the key factor in the future competition of the power distribution market. In new power system reform situation,how to improve the power supply service ability,meet the needs of the people ＇s pursuit of a better life power,becomethe key of the electric power marketing work and the whole electric power enterprises. Based on the lean management,this paper makes a great effort to reduce customer complaints as a breakthrough,deeply analyzes the customer complaints,and finds the power supply service short board,from the establishment of customer complaint control ＂six mechanisms＂,the key to solve the customer electricity ＂four types of old and difficult＂problems two aspects proposed control measures,and makes a beneficial exploration to improve the power supply service capacity and enhance the market competitiveness of the power enterprises.