Research On Optimization Of Service Blueprint Of Xiaozhan Business Hall In Tianjin Chengnan Company Of SGCC

The BPR theory was proposed in 1990 by Mr.Michael Hammer,the famous master of business management in the United States.After the implementation of BPR by some of the big companies in the United States,great success has been achieved.However,the failure rate of BPR project is also very high,and about 70%of BPR projects fail.Based on this research,this paper analyzes the current situation of service process and the problems in the design of service blueprint in the business hall of the national grid,and optimizes the current service flow scheme,and puts forward the optimization strategy of"three type one"service blue map management.Through the combing of 156 relevant documents,the paper reviews the literature from three aspects,such as the thought system of process re-engineering,the design elements of service blueprint and the optimization method of the power enterprise process,and probes into the method of optimizing the efficiency of the service process of the State Grid business hall.The whole idea of the building of the business hall and the design goal of"three type one"are provided,and the key elements of the service process and the important contact point of the optimization of the service blueprint are analyzed,and the efficiency of the service is improved.From the aspects of process re-engineering,on-site management,service efficiency,intelligent business hall,etc.,the construction of"three types and one transformation"business hall is carried out.The article clarifies the management mechanism of the implementation of the service blueprint,such as the implementation of the first responsible person system,the strengthening of the service diversion management of the customers,the optimization of the service environment of the business hall,the continuous improvement of the equipment and facilities in the business hall,the establishment of the staff service standard in the business hall,the implementation of the dynamic seat window allocation system,and the strengthening of the quality of service.Thinking and consciousness,establishing and perfecting the system of business hall service reward and punishment,developing customer demand targeted service,introducing high-tech service technology,and providing reliable and stable and sound business support system.