江西吉安供电公司服务流程再造方案.pdfVIP

要 随着我国电力企业改革的不断深化以及城市电网建设的迅猛发展，电力用户 对供电企业提供的电能质量、服务质量和工作效率提出了更高的要求。打破行业 垄断，引入竞争机制，实行电力市场 业化运营的新机制是我国电力工业发展的 必然趋势。 供电营销管理是供电企业深化改革、走向社会主义市场经济的核心工作，是 供电网络中的关键工序、关键路线，是电力市场中的交易机构、操作机构、执行 机构。电力企业的整体效益要依赖用电营销来实现；电力企业的资金要靠电费回 收来运营；电力市场的占领要靠报装接电去拓展；电力的社会效益、公共效益， 都要通过供电营销来体现。电力企业如何提高竞争优势，依赖于企业的管理现代 化程度和对客户提供的电能质量及优质服务水平。 流程再造自 20 世纪 90 年代被美国人提出并推崇以来，很短的时间便风行全 球企业。随着市场竞争日趋激烈，通过业务流程再造提高组织绩效，赢得客户满 意， 而促 企业战略实现，以成为全球众多知名企业获得持续竞争优势的重要 法宝。 江西吉安供电公司自开展创一流同业对标工作以来，不断创新管理，优化各 种流程。本文在认真分析吉安供电公司服务状况的基础上，运用业务流程重组、 服务营销、CS 战略等理论知识，对吉安供电公司服务流程再造 行方案设计。 关键词：供电 服务 流程 方案 1 Abstract While unceasingly deepens of reforming home electric power companies and swift and violent development of city electrical network construction, the electric power users set a higher request on electrical energy quality, grade of service and working efficiency which are provided by the electric power supply companies. It is an inevitable trend in home electric power industry development that breaking the profession monopoly, introducing competitive system and implementing new mechanism about commercialize operation in the electric power market. The electric power supply marketing management is the core work of deepening reform and trending socialist market economy in electric power supply companies, the essential working procedure and route in electric power supply network and the trading organization, operating mechanism and implementing agency in electric power market. The electric power supply companies overall benefit must rely on marketing about using electricity to realize; the electric power supply companies fund must depend on recycling the electrical bill to operate; the electric power market s occupation must depend on the report, the installmen