提升客户满意度的闭环问题管理模型分析Analysis on Closed-loop Management Model for Customers' Satisfaction Degree Improvement
丁麒,刘兴平
DING Qi,LIU Xingping
摘要(Abstract)：
以客户需求为导向,挖掘95598业务工单信息,甄别供电服务存在的问题,构建以提升客户满意度为目标的闭环问题管控模型。基于电力企业相关信息系统及知识库,模型通过问题挖掘、问题甑别、归因分析、方案制定执行与反馈,实施问题常态化闭环管控,持续提升企业内部管理水平,提升客户满意度。
To meet the need of customers, 95598 work orders information is excavated and problems in power supply service are screened to build a closed-loop management model for improving the degree of customers' satisfaction. Based on information systems of the electric power enterprise and knowledge bases, the model implements normal closed-loop management through problem excavating, problem screening, reasons detection as well as scheme establishment, enforcement and feedback to constantly improve enterprise management level and satisfaction degree of customers.
关键词(KeyWords)：
供电服务;闭环管控;客户满意度
power supply service;closed-loop management;customer′s satisfaction degree
基金项目(Foundation):
作者(Author):
丁麒,刘兴平
DING Qi,LIU Xingping
DOI: 10.19585/j.zjdl.2016.08.015
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