| 树立全面质量管理观提高供电服务质量满意度 |
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| 引用本文： | 廖水香,刘思强.树立全面质量管理观提高供电服务质量满意度[J].电力技术经济,2005,17(5):54-56,59. |
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| 作者姓名： | 廖水香 刘思强 |
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| 作者单位： | 长沙理工大学管理学院,湖南,长沙,410076 |
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| 摘 要： | 供电服务质量是电力客户对供电服务质量的预期同其实际感受的供电服务水平或体验质量的对比,它由服务的产出质量-电能质量与服务过程质量两方面构成,树立全面质量管理观,提高供电服务质量客户满意度,要求供电企业注意服务质量管理的全员参与性与全过程性,加强企业服务文化建设,激励员工参与和受教育以及建立健全供电服务的质量监督体系。
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| 关 键 词： | 服务质量 全面质量管理 客户满意度 服务文化 |
| 文章编号： | 1008-1682(2005)05-0054-03 |
| 修稿时间： | 2005年3月21日 |
Establishing Total Quality Management View to Improve Satisfaction of Power Supply Quality |
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| LIAO Shui-xiang,LIU Si-qiang.Establishing Total Quality Management View to Improve Satisfaction of Power Supply Quality[J].Electric Power Technologic Economics,2005,17(5):54-56,59. |
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| Authors: | LIAO Shui-xiang LIU Si-qiang |
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| Abstract: | Power supply quality is a comparison made by electric power customer between his anticipated quality of power supply service and the practically felt quality of power supply service or experienced quality.Power supply quality is made up of output quality-the quality of electric energy and the quality of service process.To set up a total quality management view and to improve customer satisfaction of power supply service quality,it is necessary for power utilities to pay attention to overall involvement of total staff and to every specific process;to strengthen the construction of organizational service culture and to give incentives to their employees for engagement and education as well as establishment of quality supervi- sion system on power supply service. |
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| Keywords: | service quality total quality management customer satisfaction service culture |
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