供电企业客户停电信息的精益化管理

Lean management of power interruption notification

停电通知发放是供电企业的重要任务,工作的及时性和准确性影响着用户的满意度。随着新一轮配网建设,停电通知任务繁重,通知的大量发放导致供电企业成本居高不下,停电通知退信率过高也影响了企业的服务质量。通过精益化管理对停电通知工作中各环节进行分析和改进,针对主要原因提出解决措施。经实际工作验证,精益化管理改善了供电企业停电通知的工作质量。

Power interruption notification is an important daily routine for distribution companies.The correctness,timeliness and accuracy of notification have great effects on customers’satisfaction.With a new round of distribution network construction,notification turns to be a heavy and arduous task.Distribution network companies spend high costs for massive notification and the high ra?tio of sendback notification always affects the quality of service.By adopting the lean management concepts,the various segments of power interruption notification work are analyzed and improved.The key factors which affect the quality of services are defined,and solu?tions are also provided.The lean management has greatly improved the notification work,as proven in practical work