本文正是基于营配贯通平台开展对电网企业服务管理模式的研究。首先，对营配
贯通的相关理论进行概述，介绍营配贯通的概念、内容和平台特点，分析信息集成管
理及精益管理理论，并总结电网实施营配贯通的重要意义与应用方向；其次，归纳营
配贯通工作开展的难点及对策，进而提出建立基于营配贯通的配网统一抢修指挥平
台，设计供电服务主动抢修模式，建立起运作流畅、管理高效、服务优质的“六统
一”供电服务抢修体系；再次，以指标管控为抓手，构建全面科学的供电抢修服务评
价指标体系，进而将模糊综合评价法和改进的层次分析法进行集成，建立供电抢修服
务评价模型；然后，从工单驱动、流程运作、服务监督三个方面，确立供电抢修服务
的管理机制；最后，以银川供电公司为研究对象，归纳其配网抢修工作的要点及开展
情况，运用评价体系对其应用成效进行评价，并提出基于营配贯通的优质服务管理提
升建议。实践证明，银川供电服务抢修指挥中心的成功运行，强化了配网抢修业务协
同性，实现了配网故障全天候响应，提高了供电服务抢修工作效率，提升了优质服务
水平
本文设计了基于营配贯通平台的供电抢修服务创新模式，并构建供电抢修服务的
评价体系及管理机制，最后以银川供电公司为例，分析并总结其供电服务抢修实践及
应用成效。本文所做研究不仅为供电公司开展配网抢修服务提供参考依据，也为电力
企业提升优质服务水平提供重要借鉴
关键词：营配贯通；优质服务；管理模式；电网企业；配网抢修华北电力大学硕士学位论文
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Abstract
Quality service is the lifeblood of power grid enterprises. To ensure the reliability of
power supply has become a major concern in the field of grid management. With the
implementation of three sets of five large by the national grid company, the power grid
enterprises carry out distribution network production and repair business by centralized
management, support distribution network rapid repair through information technology. On
the basis of marketing and distribution integration, the platform of distribution network urgent
repair can promote the data exchange among various business systems, which contribute to
the construction of the distribution network active repair system, so as to enhance effectively
the level of professional management and service quality.
This paper studies service management mode of power grid enterprise based on
integration of marketing and distribution. First of all, the paper summarizes the relevant
theories of marketing and distribution integration. Then it analyzes the important meaning and
application direction of marketing and distribution integration, and sums up the current
situation and difficulty. On this basis, the paper proposes to establish a unified recommand
platform for distribution network urgent repair based on marketing and distribution
integration， designs active distribution network repair model, and establishes the six
unification power supply repair system. Moreover, this paper sets up the comprehensive
evaluation index system, then establishes the evaluation model with the help of the fuzzy
comprehensive evaluation method and improved AHP. In addition, it constructs the
management mechanism of power supply repair service. Finally, the paper takes Yinchuan
Power Company as the research object, applies the evaluation system to evaluate enterprise
application effectiveness, and puts forward effective suggestions for improving power supply
service quality. Practice has proved the successful operation of Yinchuan power supply
service repair command center, which can enhance the network repair synergy and achieve
the fault all-weather response in order to improve efficiency and service of distribution
network urgent repair.
The paper designs an innovation model of power supply repair service based on
marketing and distribution integration, and builds its evaluation system and management
mechanism. Finally, take Yinchuan Power Company as an example to study its practice and
results of power supply repair service. Not only does this paper provide a reference for the华北电力大学硕士学位论文
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power supply companies to carry out the distribution network urgent repair service, but also it
affords important experience for the power grid enterprises to promote the quality service
level.
Keywords: marketing and distribution integration, quality service, management mode, power
grid enterprise, distribution network urgent repair华北电力大学硕士学位论文
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目 录
摘要.....I
Abstract...II
第 1 章 绪论......1
1.1 研究背景及意义 ......... 1
1.1.1 研究背景 .......... 1
1.1.2 研究意义 .......... 2
1.2 国内外研究现状 ......... 3
1.2.1 国外研究现状 .. 3
1.2.2 国内研究现状 .. 4
1.3 论文的研究内容与方法 ......... 5
1.3.1 论文的研究内容 .......... 5
1.3.2 论文的研究方法 .......... 6
第 2 章 营配贯通的理论基础阐述......8
2.1 营配贯通的介绍 ......... 8
2.1.1 营配贯通的基本概念 .. 8
2.1.2 营配贯通的主要内容 .. 8
2.1.3 营配贯通平台的特点 .....
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