Study On The Continuous Improvement Mechanism Of Energy Service Quality

Development of energy services depends on the development and expansion of EMCo,The development of EMCo can be reached relied on changes in the external environment,such as policy support, the change of financing mode, also available from the companyinternal by improving the quality of service to promote the company’s own growth. Thearticle is from the perspective of the latter to study, gives the point of view on how toencourage EMCo to provide high quality services continually.This paper gets help from tangible product quality control methods to control the qualityof services, through control the 5M1E factors of product formation to control the final productquality. This method is relatively mature in the manufacturing sector; however, it needs to payattention to the characteristics of energy-saving services in the process of introducing the fieldof energy efficiency services: it is an intangible product, but also has different characteristicsthan other services. Therefore, the characteristics are analyzed in the use of 5M1E method. Inaddition, the quality of service control methods usually rely on the service quality gapanalysis model in the service sector, the quality of service control method is also fit thistraditional approach to a certain extent.This paper introduces the model of service quality gap analysis, proposed to achieve thepurpose of improving the quality of service through narrowing the gap in the mode; giving themethods on how to narrow each gap: Energy-saving services are intangible products, can beachieved by the product quality management methods. That is, through controlling the factorsof intangible products in the formation to achieve, the article made the analysis about therelationship of improving the quality of service factors and narrowing the gap, confirmed itsfeasibility; then the factors on the quality of service are analyzed, resulted on the direction tobe improved: workflow, staff capacity, work environment and quality evaluation; theimprovement program of these factors are shaping in the next study; on this basis, thecontinuous improvement mechanism of energy service quality are to be proposed, whichcentral idea is to achieve the purpose of service quality improving continuously through thecontinuous improvement of the factors affecting the quality of service; then, it is applied tothe energy company AH, as a case to test the mechanism, and proposed the improvingprogram of service quality for energy company AH.