摘要
95598工单能直观地反映电力营销业务活动产生的客户诉求。从客户视角研究营销业务服务风险,指导营销业务活动。在研究95598工单数据与营销业务关系的基础上,分析传票引起的95598工单量的历史分布情况,划分传票服务风险预警等级,制定应对措施,规避服务风险规模扩大趋势。提出营销业务服务风险指数概念,衡量营销业务服务风险大小,预测营销业务服务风险指数,科学调配电网企业服务资源,及时高效地解决客户用电问题。精准判断当期营销业务服务风险预警等级,准确预测营销业务服务风险,为强化营销业务服务风险管理能力,提升风险管控水平提供指导。
The 95598 work order can directly reflect the customer demands generated in electric power marketing businessactivities. The electric power marketing service risk based on customer perspective is studied to guide the marketing business ac?tivity. On the basis of studying the relationship between 95598 work order data and marketing business activity,the historicaldistribution situation of 95598 work orders caused by marketing business process is analyzed,the service risk early warning levelof marketing business process is divided,and the solutions are decided to avoid the enlarging trend of service risk scale. Theconcept of marketing business service risk index is put forward to measure the scale of the marketing business service risk,fore?cast the marketing business service risk index,allocate the power grid enterprise service resources scientifically,and solve theuser electricity utilization problem timely and effectively. The risk index can judge the early warning level of current marketingbusiness service risk precisely,and predict the marketing business service risk accurately,which provides a guidance forstrengthening the management ability of marketing business service risk and improving the risk management and control level.
作者
何维民
邹云峰
王丽渊
HE Weimin;ZOU Yunfeng;WANG Liyuan(Jiangsu Electric Power Company Research Institue of State Grid,Nanjing 210019,China;Shanghai Hill Management Consulting Co.,Ltd.,Chengdu 610094,China)
出处
《现代电子技术》
北大核心
2016年第15期123-126,共4页
Modern Electronics Technique
基金
国家电网公司科技项目(SGITG_KJ_JSKF[2015]0011)
