| 刘志伟,宫立华,王飞飞,朱银龙,王 祎.供电营业厅服务效能评价研究[J].电力需求侧管理,2020,22(1):97-100 |
| 供电营业厅服务效能评价研究 |
| Research on efficiency evaluation system of power supply business hall |
| 投稿时间：2019-10-22 修订日期：2019-11-20 |
| DOI：DOI:10. 3969 / j. issn. 1009-1831. 2020. 01. 019 |
| 中文关键词: 供电营业厅 效能评价：服务优化 |
| 英文关键词: power supply service hall performance evalua⁃tion：service optimization |
| 基金项目:山西省电力公司科技项目（520531160002） |
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| 摘要点击次数: 2367 |
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| 中文摘要: |
| 电力营业厅的服务效率反映了电力行业营业厅资源利用效率和实体服务能力。利用山西省级电力公司客户服务过程中所积累的服务数据、营业厅布点及经营数据,从成本、服务范围、可替代性逐层递进,搭建了营业厅效能评价模型,精准评价窗口服务效率,进而对窗口存量客户进行差异化渠道引流。营业效能评价体系的建立能从用户角度客观反映营业厅效能及服务质量,对优化营业厅布点、整合低效营业厅、推广线上服务渠道具有较强的现实意义。 |
| 英文摘要: |
| The service efficiency of the business hall reflects the utilization efficiency and service capacity of the business hall of the power industry. Through the service data, business hall and busness data, which accumulated in the power customer service process of a provincial power company, a business hall performance evaluation model based on entropy weight method and analytic hierarchy process is proposed. The model has a rigorous threelevel index device, which is incrementally added from the cost, service scope and substitutability, and complements each other, thus achieves an additional weight performance evaluation system. The establishment of the business performance evaluation system can objectively reflect the efficiency of the business hall and the quality of service from the perspective of users. It has a strong practical significance for optimizing the distribution of business halls and integrating lowefficiency business halls. |
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