供电企业客户服务系统业务流程再造方案设计-电气工程及其自动化专业论文.docx

华北电力大学（北京） 硕士学位论文 供电企业客户服务系统业务流程再造方案设计 姓名：朱国才 申请学位级别：硕士 专业：电气工程及其自动化 指导教师：艾欣华北电力大学(北京〉硕士学位论文 华北电力大学(北京〉硕士学位论文 摘要 客户服务系统是供电企业营销的重要组成部分，为适应电力体制改革和提高供电服 务水平，依据业务流程再造理论，设计了供电企业客户服务系统业务流程再造的方案。 论文在综述了国内外相关领域的研究概况以后，介绍了 IS09001 标准，论述了业务流程 再造理论和供电企业客户服务系统，提出和设计了客户服务系统的业务流程，对客户服 务相关支持系统和信息化问题进行了总结和分析，最后对客户服务系统的实施提出了建 议。 关键词:客户服务系统，业务流 程再造，供电企业，方案设计 Abstract Customer Service System (CSS) ?s the important part of marketing and selling in power supply utilities. To suit for power system reform and be吐，er power supply quality，according to the Business Process Re-engineering (BPR) theory，the scheme design of the CSS BPR in power supply utilities 缸e presented. The outlìne of the relative research area is summarized ， IS09001 町e introduced ，BPR theory and CSS in power supply uti1ities are set to forth. The business process of CSS are presented and designed . The dissertation also present the relative supporting system of CSS and infonnation system，some suggestion for the CSS realizing 缸e presented at Iast. KEY WORDS: Customer Service System (CSS)，Business Process Re-engineering (BPR)， Power Supply Utilities，Scheme Design Zhu Guocai ( Power System and its Automation) Directed by Professor Ai Xin 摘要 客户服务系统是供电企业营销的重要组成部分，为适应电力体制改革和提高供电服 务水平，依据业务流程再造理论，设计了供电企业客户服务系统业务流程再造的方案。 论文在综述了国内外相关领域的研究概况以后，介绍了 1809001 标准，论述了业务流程 再造理论和供电企业客户服务系统，提出和设计了客户服务系统的业务流程，对客户服 务相关支持系统和信息化问题进行了总结和分析 F 最后对客户服务系统的实施提出了建 议。 关键词:客户服务系统，业务流程再造，供电企业，方案设计 Abstract Customer Service System (CSS) ?s the important p部t of marketing and selling in power supply utílities. To suit for power system reform and be忱，er power supply quality，according to the Business Process Re-engineerillg (BPR) theory，the scheme design of 也e CSS BPR in power supply utilities 缸e presented. The outline of the relative research 缸ea is summarized ， IS09001 町e introduced ，BPR theory and CSS in power supply utilities are set to forth. The business process of CSS 缸e presented and designed. The dissert