Study On Service Quality Comprehensive Evaluation Management System

Electric power is the foundation of national economy in China, with the development ofthe electric power reform and the changes in market demand and supply, the electric powerenterprise have realized that the quality of power supply and service directly influence powersupply enterprise’ operating. Improving the electric power service quality is a necessary wayto realize the enterprise development, and effective power supply service evaluation is animportant prerequisite for power supply enterprises to win in the competitive market. Theevaluation job is a systematic project which needs coordination in different departments. Butnow power supply enterprises have not established a long-term service quality evaluationsystem yet. Therefore, power supply service quliaty evaluation is a very realistic and urgentproblem to be resolved.In this paper, based on the basic theory of service management and relevant powersupply service management research, the author put forward a system, a system whichcombine the power supply service quality evaluation from customers and service externalinternal assessment (internal evaluation), a system adapt to all industries, a scientific and aquantitative service evaluation system. It also need some matching, feasible measures. Byimplementing the system, the power supply enterprise service can be tested and controlled,the key factors which influence enterprise service can be diagnosised and identified, so thatthe enterprise can improve service quality constantly and improve customer satisfaction.By analysing the service status of zhuhai power supply bureau, the paper will present itsservice quality management system and strategy to prove the overall measuring and testingsystem is operational. The paper pays attention to the quality of the service analysis,diagnosis, and improvement. It respectively show two aspects of the power supply servicequality improvement, the external evaluation and internal evaluatio.This paper present the way to identify problems, and the solution to solve the problems.The study is a guide for electric power supply enterprises to improve power supply servicequality from theoretical and practical.