摘要供电企业服务质量综合评价体系研究随着社会的发展，电力企业不断深化改革以及市场供需求关系的改变，使得供业已经深刻认识到供|电服务和供|电质量的好坏将会直接对供|电企业的生|存和发展带来影响。因此，提升供|电服量是供电企业稳步发展的必要条件，而只有通过科学合理的供|电服量评价才能找出问题所在，以提高供电企业的服务质量。基于此，本文以服||量管理为理|论基础，分析研究供|电服量外|部评价和内|部评价的各项指标选取、模型设计。其中，各项指标的选取运用客户质|量感知、服|务蓝图|理论，而服|量模|型设计运用统计学、运筹学中的一些方法，如层|次分析|法、模糊评价法等。服||量综合评|价方法的研究为设计科学合理的供|电服量综合评价体系打下基础，同时对不同地方研究供电服量评价起到借鉴参考作用。然后，为验证设计的评|价体|系的可操|作性和实|用性，以某供电企业为例，通过对供电企业现状分析后，运用上述服|量评|价设计方法，结合供电企业的实际，建立适合该供|业服|务质量|评价体|系，通过建立的评价体系的评价分析，找出该供|业服|量存在的不足，并提出一系列改|进措施和建|议。该供业的评价过程与结果，系统的阐述了如何结合实际建立科学的综合评价体系，同时也证实了该评价体系的实用性与有效性。本文的研究对于指导我国供||业提高供|电服量具有重要的理论与实践作用。关键字：供电企业，服务质量，服务蓝图，评价体系IAbstractTheResearchonQualityComprehensiveEvaluationSystemforPowerSupplyEnterprisesWiththedevelopmentofthesociety,theelectricpowerenterprisecontinuouslydeepenreformandthechangeofmarketsupplydemandrelations,makepowersupplyenterpriseshavedeeplyrealizedthatthepowersupplyandpowersupplyservicequalitywilldirectlyinfluenceonthesurvivalanddevelopmentofpowersupplyenterprise.Therefore,improvingthequalityofpowersupplyisnecessaryforpowersupplyenterprisesdevelopingsteadily,anditisonlythroughascientificandreasonablepowersupplyservicequalityevaluationtofindouttheproblem,inordertoimprovetheservicequalityofpowersupplyenterprises.Inviewofthis,thisarticlebasedonthetheoryofservicequalitymanagement,analysisandresearchofpowersupplyservicequalityexternalevaluationandinternalevaluationofeachindexselection,modeldesign.Amongthem,theindicatorsselectedonthebasisofthetheoryofcustomerqualityawareness,serviceblueprint,andtheservicequalitymodeldesignusingsomemethodsofstatistics,operationsresearch,suchasanalytichierarchyprocess,fuzzyevaluationmethodandsoon.Servicequalitycomprehensiveevaluationmethodresearchtodesignscientificandreasonablepowersupplyservicequalitycomprehensiveevaluationsystemlaysthefoundation,tostudydifferentplacesatthesametimethepowersupplyservicequalityevaluationplaysareferencerole.Then,toverifytheoperabilityandpracticabilityoftheevaluationsystem,thisarticlechoosesapowersupplyenterpriseasanexample,throughtheanalysisaboutthepresentsituationofpowersupplyenterprise,thedesignmethodofuseoftheservicequalityevaluation,combinestheactualconditionsofpowersupplyenterprise,setupsuitableforthepowersupplyenterpriseservicequalityevaluationsystem.Throughtheanalysistotheevaluationofthepowersupplyenterprise,pointsouttheinsufficienciesoftheexisting,forlackofaseriesofimprovementmeasuresandsuggestions.TheevaluationprocessandresultsofthepowersupplyenterprisewhichIIexpoundshowtoestablishascientificcomprehensiveevaluationsystem,combinedwiththeactualalsoconfirmedthepracticabilityandvalidityofevaluationsystem.Thestudyisaguideforelectricpowersupplyenterprisestoimprovepowersupplyservicequalityfromtheoreticalandpractical.KeyWords:theelectricpower,enterpriseservice,qualityservice...
