| 基于客户满意和业务流程的供电服务综合评价研究 |
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| 引用本文： | 曾鸣,王鹤,唐健,王涛.基于客户满意和业务流程的供电服务综合评价研究[J].电力技术经济,2007,19(2):57-60. |
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| 作者姓名： | 曾鸣 王鹤 唐健 王涛 |
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| 作者单位： | 华北电力大学工商管理学院,北京,102206 |
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| 摘 要： | 对目前供电公司内部工作质量考核和客户满意测评现状及存在问题进行剖析;根据供电服务整个业务流程,从时限、质量、环境等不同角度对供电服务的综合评价进行了深入研究,提出了基于客户满意和业务流程的供电服务综合评价的总体框架,重点对如何实施内部评价和外部评价进行了论述,并指出了在综合评价中应注意的事项。
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| 关 键 词： | 供电服务 综合评价 客户满意 业务流程 |
| 文章编号： | 1008-1682(2007)02-0057-04 |
| 修稿时间： | 2007年1月17日 |
Research on Comprehensive Evaluation of Power Supply Service Based on Customer Satisfaction and Operation Flows |
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| ZENG Ming,WANG He,TANG Jian,WANG Tao.Research on Comprehensive Evaluation of Power Supply Service Based on Customer Satisfaction and Operation Flows[J].Electric Power Technologic Economics,2007,19(2):57-60. |
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| Authors: | ZENG Ming WANG He TANG Jian WANG Tao |
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| Abstract: | The status and existing problems of the performance assessment and customer satisfaction in power supply bureau are analyzed. According to the entire operation process of the power supply service, a framework of comprehensive evaluation of the power supply service is presented based on the customer satisfaction from the study of various aspects, such as timing, quality, and environment. The paper focuses on how to implement the internal and external evaluation of power supply service, and proposes some issues to be paid attention in the evaluation. |
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| Keywords: | power supply service comprehensive evaluation customer satisfaction operation flows |
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