浅析故障抢修服务中存在的问题及管理提升措施

Analysis of the Problems Existing in the Fault Repair Service and the Management Improvement Measures

电力企业作为社会经济发展和稳定的支柱性企业,其生存和发展的关键则是服务质量的优劣,95598故障抢修工作是国家电网公司践行服务承诺、提供电力客户服务品质的重要环节。近年来供电公司抢修类工单的满意率持续偏低,已经成为制约公司服务提升的瓶颈。为进一步提升公司整体服务能力,笔者对制约抢修服务满意率的问题进行分析,并针对暴露出的问题制定了一系列措施。

As a pillar enterprise of social and economic development and stability,the key to the survival and development of electric power enterprises is the quality of service.95598 fault repair work is an important link for State Grid Corporation of China to fulfill service commitment and provide power customer service quality.In recent years,the satisfaction rate of rush repair work orders of power supply companies has been on the low side,which has become a bottleneck restricting the service improvement of the company.In order to further improve the overall service ability of the company,the author analyzes the problems restricting the satisfaction rate of emergency repair service,and formulates a series of measures for the problems of leakage.