文章摘要
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:2019-05-22  修订日期:2019-05-22
DOI:
中文关键词: 营业厅  效能评价:服务优化
英文关键词: business hall  performance evaluation: service optimization
基金项目:
作者单位邮编
刘志伟 国网山西电力客户服务中心 030008
宫立华 国网客服中心,天津 
王飞飞* 国网山西电力客户服务中心 030008
朱银龙 国网山西电力客户服务中心 
王祎 国网山西电力客户服务中心 
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中文摘要:
      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。本文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 business data,which accumulated in the power customer service process of a provincial power company, this paper proposes a business hall performance evaluation model based on entropy weight method and analytic hierarchy process. The model has a rigorous three-level index device, which is incrementally added from the cost, service scope and substitutability, and complements each other, thus achieving 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 low-efficiency business halls.
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