摘 要
随着电力体制的改革和市场供求关系的变化,供电企业己经由电力供应和使用的管
理者,转变为电力经营者和电力服务者。另一方面,随着生活水平的不断提高,人们对
用电服务的要求也越来越高。供电企业只有持续改进和不断提高居民用电服务质量,才
能满足居民日益增长和不断变化的用电服务需求,从而为供电企业的可持续发展提供保
障。
本文以解决居民用电服务问题、提高居民用电服务质量为目标,在研宄国内外文献
的基础上,通过对95598工单数据和居民用电实际情况的分析,结合质量管理理论,找
出居民用电服务中存在的问题及其影响因素,并据此提出改进措施和解决办法。
本文是基于理论基础上的实践研宄。研宄过程中重点分析了影响居民用电服务质量
的诸多因素,采用分层法、排列图、关联图等质量改进工具,从居民感知的角度,应用
关键事件技术的方法,尤其把95598工单作为居民用电服务的关键事件,开展居民用电
服务质量的诊断,分析得出TZ供电公司居民用电服务中存在的问题及影响因素;然后
再从供电企业内部管理的角度,验证基于95598工黾数据得出的质量诊断结论的正确性。
从用户感知角度出发分析居民用电服务质量,与常用的让用户在一个固定的框架中回答
问题即填表相比,避免了单一性和片面性,能够更加全面的反映居民用电服务质量情况,
为今后分析和提高居民用电服务质量提供了简易可行的操作方法。
关键词:供电企业居民用电服务质量提高实践
Abstract
In pace with the reform of power system and the change of market supply and demand,
the role of power supply enterprise has changed from an organizer of the power’ s production
and consumption to a business operator and a servant. In addition, people have a growing
demand for power supply service with the continuous improvement of living standard. Only if
the enterprises keep improving the service can they satisfy the residents’ growing and
changing needs for service and therefore guarantee the sustainable development of
themselves.
With a view to solving real problems and then improving the power service, the paper
identifies the problems and influential factors in service by drawing lessons from the domestic
and foreign literature, analyzing the data of Work Order 95598 and the current situation of
power demand, and referring to the theory of quality management. Some improvement
measures are put forward accordingly.
The paper is a practical research based on theory, in which some influential factors are
analyzed in detail. From the perspective of consumers, the research is conducted through the
technique of critical events, especially the Work Order 95598,by means of hierarchical
ordering, illustrated with the pareto diagram and association diagram; further, the data drawn
from the Work Order 95598 will be tested and verified from the perspective of management
of enterprises. In comparison with the form-filling which requires the consumers to answer
questions in a fixed frame, k is comprehensive to collect data from the consumers, real
responses in the investigation of power service. Moreover, it provides an easy and feasible
way for analyzing and improving the power service in the future.
Key words:Power supply enterprise; Residential power consumption; Quality of
service; Improvement of practice