Design Of CRM And Customer Evaluation In Power Supply For Jiamusi Electric Power Bureau

With the deepening of the reform of electric power system industry and theimprovement of electric power market, customer service in power supply enterprisesare more important than before. At the same time, with the separate of electricitygeneration system and power supply system, power supply enterprises in state areconfronting more and more furious competition. It is the vitally important topic forpower supply enterprises to provide the high quality service to customers and developnew customers and new point of margin growth. Under such environment, manypower supply enterprises use CRM system that is the absolutely new managementtool.The author designs the CRM system for Jiamusi Electric Power Bureauaccording to the research and study of Jiamusi Electric Power Bureau. The design isunder the comprehensive planning, from near to far, economical and practical rule. Atthe beginning of the thesis, the concept of CRM is introduced, then, the actual stateand the existing problem of the customer service of the power supply enterprises isanalyzed. Afterwards, the research object is propounded and the structure of theresearch is specified.Then, the author introduced the background of Jiamusi Electric Power Bureau,the history of their customer service, the construction of MIS and DSM of electricpower.In the third chapter is mainly focused on the construction of the CIM in JiamusiElectric Power Bureau. According to "the tenth five-year informatization plan ofHeilongjiang Electric Power Co., Ltd.", since 2002, Jiamusi Electric Power Bureauhad continuously built up the customer service system, which consisted of Call Center,YX2000, Power Load Management System, Measurment Management System and soon. And then the author analyzed the existing problem of the customer service ofJiamusi Electric Power Bureau.The main part of the thesis is the forth and the fifth chapter. After analyzingJiamusi Electric Power Bureau's CRM system, the author designs the CRM systemprogram, the system model and builds the related models, which applying the DataWarehouse technology and IRP and other theoretical tools, then designs the normalcustomers' credit assessment model and key electric customer's evaluation model ofthe service quality based on AHP.