Research On The End-to-end Process Evaluation Model For Customer Service Of J Grid Corporation

By studying a large number of documents,this paper analyzes the theoretical knowledge of end-to-end process performance evaluation of power grid enterprises and the specific process of process evaluation.Firstly,using the classic value chain theory and the best practice of APQC's process classification framework,this paper constructs the end-to-end process framework of the customer service of the power grid enterprise.Secondly;referring to the supply chain operation process(SCOR)evaluation model,6 evaluation dimensions are established,and 167 evaluation indexes of customer service end-to-end process are collected.Thirdly,according to the selection principle of the evaluation method and the current situation of the Power Grid Corp,AHP is selected as the main evaluation method,and the end-to-end process evaluation model of the customer service of the power grid enterprise is established.Finally,the ZJ power supply company is selected as the model application object;,the process model is applied to verify the application,and the performance improvement measures of the customer service process of the power grid enterprise are put forward.Through the construction of the customer service end-to-end process evaluation model,this paper aims to explore the road of the comprehensive evaluation of the performance of the power grid enterprise.It lays a solid foundation for the power grid enterprises to enrich the performance evaluation methods and plays an active role in promoting the continuous,high speed and healthy development of the power grid enterprises.