A Study On Organizational Structure Innovation Of Municipal Power Supply Companies: Based On The Customer-oriented Perspective

With the continuous development of social economy, the improvement of people’s living standards, the enhancement of national quality, the demands for the quality of public services is becoming higher. The concerns of the whole society have shifted from the power supply quantity to power quality and services significantly. However, the current organizational structure of power supply companies was designed in the planned economy, which was compartmentalized by administrative district, and it is difficult to adapt to the rapid development of Chinese electric power industry and restricts the improvement of power supply services. The study focuses on the critical issues of how to implement the customer-oriented and quality-improving organizational change in the municipal power supply companies.Based on the literature review of organization and innovation theory, this study analyzed the customer services management of municipal power supply companies and demonstrated the necessity of implementation of organizational innovation. More specific, four factors of innovation were emphasized, including organizational strategy formulation, organizational restructuring, operational procedures’ optimization and support system building. The case study of HZ Power Supply Company was conducted and empirically explored the process and models of how the municipal power supply companies build a customer-oriented organizational structure.This study came up with 6 chapters. The 1st chapter mainly introduced the research backgrounds, purpose, significance, methods and the theoretical framework. The 2nd chapter conducted the literature reviews on the organization theory and innovation theory. The 3rd chapter analyzed the municipal power supply companies’ management practices, including the current organizational structure and customer services procedures, and figured out the necessity and problems of the implementation of managerial innovation. The 4th chapter provided a new research framework based the literature reviews and analysis, and explained the validity of cases and data sources. The 5th chapter examined and verified the proposed model of organizational structure innovation for municipal power supply companies with a case study of HZ Power Supply Company. The 6th chapter summarized the conclusions and prospected the further research issues.