供电公司营销业务组织流程再造探讨.pdfVIP

第 卷 第 期 22 4 能 源 技 术 经 济 Vol．22 No． 4 第 期 公 司运营 4 年 月 Energy Technology and Economics 2010 4 Apr ． 2010 文章编号：1674-8441(2010)04-0061-04 供电公司营销业务组织流程再造探讨 马士林， 叶传海， 邱茂光 ( 山东电力集团公司济南供电公司，山东济南 250012) 摘 要：随着电力市场化改革的深化，我国基层供电公司营销业务一直沿用的直线职能式组织结构和业务流程越来越不适 应 “服务优质”的需要。顺应电力市场化改革的要求进行组织流程再造，提升供电企业营销业务的管理水平，具有重要 的现实意义。通过对供电企业营销业务现行组织结构和业务流程存在问题的分析，探讨提出供电公司营销业务以客户服 务为中心的组织结构和为客户服务的工作流程。 关键词：组织设计；流程再造；供电公司 中图分类号：F274 文献标志码： B Discussions on Organization Process Reengineering for Power Supply Companies MA Shi-lin, YE Chuan-hai, QIU Mao-guang (Jinan Power Supply Company of Shandong Power Group Corporation, Jinan 250012, China) Abstract : With deepening of China ’s market-oriented reform in the power sector, the existing vertical functionary organization structure and the business process which have been followed in the marketing activities by China ’s grass-roots power supply firms are becoming less adequate to meet the “Quality Service” requirements. Therefore, it is of great importance to re-engineer the organization and business processes and enhance the marketing management for power grid companies in adaptation to the trend of the market-oriented reform. This paper, through analyzing the existing problems in the organization structure and the defects in the business process, discusses and proposes a client-centered organization structure and a customer-serving process for the marketing operations of the grassroots power supply companies. Key word