The Research On Process Re-Engineering Of Service System Of SY Power Supply Company

"Electricity" has the commodity attribute,is the most basic energy support in the development of the national economy,is also the infrastructure of the national economy and the people's livelihood,with the development of economic society and the improvement of people's living standards and the continuous development of.People's demand for electricity services,such as electricity metering,power quality,power supply reliability and other aspects of the increasingly high demand.How to provide efficient,convenient and high-quality energy basis,improve the power quality of service,achieve high efficiency,information technology,interactive service supply has become the new challenge for power enterprises to adapt to market competition faced by.In this paper,the SY power supply company as the carrier,combined with process improvement and process reengineering,six sigma management and DMAIC method in this thesis introduces the current situation of SY power supply company service process and process management system,system defect analysis,SY power supply company existing in the service process management including: customer requirements definition allowed,emergency treatment the problem,process redundancy,management,service process standardization problems,service process ownership is not clearly lead to information distortion,low customer satisfaction,service and business complaints remain high,then analyze the reasons of the problems caused by the flow of service,including the service center and the management service hotline functions is not clear,supervision mechanism is not independent the service process,the design is not reasonable,the service content of modular degree is low,the service evaluation system is not perfect.After analyzing the current situation and the reasons,this paper combines the DMAIC analysis method of process improvement scheme,which adopted the DMAIC optimization method of typical,including from the definition,measurement,analysis,improvementand control of "five aspects of the analysis and design improvement scheme,improve the scope,definition of reason: data collection and measurement of the confirmation,the problem analysis and improvement scheme design,evaluation of control effect and promotion plan,and then analyzes the SY power supply company service process improvement scheme and effect of safeguard measures.Finally,this paper puts forward to establish the association between various departments collaborative work mode and the establishment of a unified customer information database,service process technology and function of quality computing standardization,service process and target classification,inspection service process improvement scheme of safeguard measures.And analyze the effect of customer service process improvement,including service efficiency improvement,service reliability improvement,customer demand satisfaction rate improvement,etc..Service process improvement can effectively improve the efficiency of power supply enterprises,improve service levels,provide a strong guarantee for power supply enterprises to enhance economic efficiency and establish a good social image.Through this study,hope to solve China's power supply enterprise service process management,service capability,customer satisfaction and other common problems to provide ideas,help enterprises to realize the optimization of enterprise organization structure,improve service process,improve management level,enhance the market competitiveness.