Supply Service Quality Evaluation Index System And Management Measures

In the new situation of the reform of electric power enterprises in China, this paper analyzed the related theory of relationship marketing, customer management and CRM, combined with the actual power supply enterprise, set up:to customers as the center, service quality system model which includes service quality capabilities, quality of service, quality of service process performance, model--the quality of service the index and evaluation tools for quality of service to the quantitative description of the level of service quality. Finally, through the empirical study demonstrates the validity of the service quality index. Pointed out:service quality index is a new index to measure the operating performance of service enterprises, including the power supply enterprise is included. Preparation of the service quality index, can promote the service managers pay attention to external efficiency assessment, management attaches great importance to the consumer experience, improve the service quality of enterprise, to the fierce market competition, continuously improve the competitive power and economic benefits. Therefore, to improve the service quality index, it is an important aim of enterprises service including power supply enterprises, the.In this paper, the power supply service quality measurement, analysis and improvement has the following innovations.To generate--" service quality index to evaluate the level of service quality ". Through the establishment of service quality system model to generate a comprehensive--" service quality index quantitative "(SQI). From the service ability, process, service performance of three generation service capacity index, service process index, service performance index. Its function:can determine the level of service quality of the enterprise; the effects of key factors of service quality level; It can compare the transverse, longitudinal use service quality index.Improve the residents of electricity service quality of special operations and customer service improvement practice action, discusses how the existing situation of the power supply service quality management, so as to improve service quality, improve economic efficiency, it has universal significance.In this paper, combined with the actual situation of corrective action, to supply service of question types, evaluation, and improve the way of form a complete set of the complete implementation scheme using the quality management theory, this scheme operability, objectivity and strong pertinence, has the very strong guiding significance in practice.