A discussion on fine analysis of power marketing service management strategy（讨论好电力营销服务管理策略的分析）.doc

A discussion on fine analysis of power marketing service management strategyPapers: Abstract: This paper analyzes the power supply enterprise implementation of sophisticated marketing service management conditions, on the fine marketing service management measures were discussed in detail, and refined marketing service management benefits were analyzed. Paper Keywords: refinement, power marketing services, business process The shackles of the traditional concept of power, power companies have been in safe production as a business management and organization mode of operation of the important content, and, the county as management units for energy resource deployment and management operations. However, with the continuous improvement of peoples living standards, electricity customers for electricity reliability and energy marketing services continuously put forward higher requirements, in addition, market-oriented process is accelerating, power continues to strengthen supervision, therefore, to provide quality energy services has become an electricity enterprises to improve their competitiveness an important tool. The face of the new market economy operating conditions, power supply enterprise customer service business how power from the traditional business model to the new model transformation, how to share energy resources, marketing services, as well as how to strengthen the electricity services regulation, enhance customer service levels between supply enterprises have become efficient and stable operation of the development of an important issue. electric power marketing services and meticulous management that is based on the power industrys own characteristics, ferreting out the potential of the internal energy marketing services, with a systematic, scientific, integration of the energy marketing business services ways to make marketing services to business process management and rationalization fine gradual transformation, to achieve a smart grid-based and technology platform to effectively improve power level of customer service goals. First, the implementation of sophisticated marketing service management conditions The impact of the world economic crisis, the social real economy has been severely affected, various types of enterprises operating profits were significantly decreased, while there was even a decline in capacity utilization, investment and construction of major projects slowed the progress of the phenomenon, although at present Chinas economy has been significantly improved, but the impact of the economic crisis has not completely receded, the corresponding power supply enterprise marketing environment affected by the world economic situation, in the industrial and non-industrial electricity business expansion more moderate growth rate. Facing the international electricity growth rate slowed down, fast forward, and power grid construction services increasing demands and other pressures, power supply enterprise marketing related professional departments hope that through the help of advanced technology support and mature marketing business platform, from energy marketing analysis, collection and electricity tariffs, etc. to customer demand-side power marketing is facing a comprehensive analysis of the operating conditions, the relevant state policies and regulations, and market demand for electrical energy supply fine core elements of marketing management services. In addition, power companies should continue to improve its energy marketing risk pre-control system to further optimize the power from the power supply quality, improve service levels as well as marketing, supply market behavior forecasting perspective, to strengthen key positions refined marketing services, key processes, operations, and other critical part of the pre-audit, audit process and outcome feedback, and effectively improve the level of corporate marketing power and reduce marketing risk. refined marketing services business marketing strategy is to improve the power level of an important measure is to supply enterprises increase revenue, establish a high-quality energy marketing services brand and the realization of the national grid on “integrity, responsibility, innovation and dedication” service concept and an important measure of quality of rational choice. International economy continues to recover, although the extent to supply enterprises to develop sophisticated marketing services management has brought considerable pressure, but also changes in the market economy reforms provide marketing services to carry out a huge development platform, Power companies can adapt to the development trend of smart grid construction, using its advanced technology platform and continuously improve their overall strength power marketing, marketing services from angles, through high-quality, excellent service and other advantages to respond to future changes in the fierce energy marketing services market challenges. Links to free download http:/eng.hi138.com Second, the fine marketing services management measures Power supply enterprise is a direct marketing service provider. Power supply enterprise level of service quality directly affects its ability to efficiently and stably operational development. Providing quality service is powered corporate responsibility and obligation, but also electricity customers expectations. Refined marketing service management is mainly reflected in all aspects of marketing services precise, meticulous, efficient, standardized on. Breakthrough in the development of traditional energy marketing thinking, scientific system solution to manage the process of marketing services and technical control of the key aspects of the links between elements through on every job and business process refinement and high service levels quantified from perfect marketing services business standards and work processes to start, build service innovative ideas, sophisticated culture of service, service quality, efficiency, service measures comprehensive, flexible service quality energy marketing services new pattern. 1 refined marketing service management system Sound and standardized management system is refined marketing service management implementation of the premise and guarantee. Energy marketing services in accordance with the relevant national regulatory requirements, combined with their own technical conditions, and build a sound, efficient and stable marketing normal management system. High-quality marketing services for the basic idea of the bus, from improving the level of supply reliability and power quality, reduce repair time and power failures and other aspects of business expansion cycle to two-way communication mechanism between government and enterprises and smart grid construction as the basis, consolidating marketing service system system, improve the orderly and efficient power management standards, the introduction of supervision and electricity electricity collection system, effectively improve the power supply enterprise technology and marketing services. 2 fine marketing services operating standards In the marketing services operation, standardized and orderly marketing service standards are fine enterprise management system powered smooth implementation of an important carrier of the marketing services during the operation of the professional management of files in program order workflow curing, refinement, optimization, in order to advance to the precise marketing business work, standardization, supervision and direction of development. use of advanced technology and materials, widely promoted in the power supply within the region live working, condition-based maintenance technical measures for the distribution network run by Features real-time monitoring and management, improve power supply reliability and power quality standards. use of remote monitoring and dispatching system, a unified scheduling, unified command, comprehensive coordination model, to shorten the time for distribution fault repair, improve supply comprehensive service level . constantly improve the rural power structure, the implementation of standardized operating standards for rural power supply, electricity from electricity customers to build basic information to start, through a unified reported loading data, specifications reported installation procedures, etc., to improve the level of service users reported installation operations, while strengthening marketing business staff skills level, handling its business operations in the refinement, standardization and quality and other aspects are fully improved. 3 refined marketing services business processes In accordance with the relevant departments of the national and electricity regulatory requirements, according to the regional electricity supply basic characteristics of customers, using sequential process-driven marketing business management, combined with advanced technical measures, the traditional marketing services re-integration of processes and functions, from information technology to build real-time dynamic sharing platform, simplifying the business process flow, regulate other aspects of marketing services platform to build energy marketing services standardization and systematic management system. use of abstract, minimalist, digitization and other means of traditional marketing techniques business processes reform and establish a corresponding analysis of self-correction system, combing through the marketing of the professional business of their own terms of reference and the problems of typical core businesses were analyzed. 4 refined marketing service feedback correction Feedback correction is to improve the energy level of an important measure marketing services, marketing services also continue to improve and optimize the important part. Establish external supervision and internal marketing combined with self-correction system for marketing services professional management standard processes continue to be supplemented updated constantly optimize and refine marketing service management control system and build a standardized, systematic and efficient high-quality marketing services management system. In the marketing service monitoring process, not only need to meet the SERC for regular supervision and inspection of security of supply, but need to be implemented in the majority of electricity customers MORALS oversight council to carry out customer satisfaction surveys and other means to strengthen the supervision of the marketing services management through customer service surveys electricity symposium 95598 Power customer complaint calls, video monitoring real-time dynamic operating room and other regulatory means to regulate the use of professional standards system and system flow analysis of the service “looking bad look wrong.” from the customer satisfaction management start, dynamic correction of defects and marketing business system services are inadequate for non-standard marketing model, business process and service behavior in real-time dynamic corrective adjustments to improve the operation and management of power supply system, optimize marketing business, customer dissatisfaction project and process, the formation of fine , standardized, efficient, high quality service process closed-loop marketing mechanism. 5 refined marketing service performance appraisal Performance appraisal is the core of refined marketing services assessment mechanism from the target decomposition, service qualitative, quantitative and other aspects of marketing operations personnel for each specific work efficiency systems, precise performance appraisal. Performance-appraisal methods, guide marketing business personnel from marketing objectives, job content, skills, operational requirements, and other aspects of comprehensive performance continuously improve their skills to operate level marketing business will be the performance of employees and individual remuneration closely together to encourage employees to work constantly optimize their level of , improve their overall business level, fine-quality marketing services to promote the concept of formation. Third, the effectiveness of refined marketing services Centralized management of distributed refined marketing services to promote the standardization and quality of the establishment of energy marketing service system, strengthen the power supply enterprises market competitiveness through marketing services workflow precision of rectification updates, targeted marketing activities to promote the right in the “short board” real improvements. 1 complaint real treatment effect Combined with the ISO9002 standard business complaints handling processes, and procedures for handling complaints platform for standardization and refinement of rectification, and effectively capture the most dissatisfied customers, business processes, the weakest of the “short board” problems and improve complaint handling real-time business and accuracy of the traditional power marketing service complaint categories from extensive to fine shift from the lack of dynamic real-time supervision and management to monitor the entire process to correct direction. marketing services to achieve meticulous supervision and management, you can examine the complaint from fragmented to standardization, standardization, system transition, making the marketing service quality supervision and management with real vectors and entry points according to the severity of customer complaints and complaints term effects in varying degrees, according to the specifications of the standard refinement level and the difference between complaints handling process , involving high-level event on the implementation of the upgrade process, by a dedicated customer service monitoring system for online 95598 reminders, marketing services effectively suppress the occurrence or incident expansion upgrades. In the traditional analysis of complaint management system, because there are no precise, real-time monitoring system, marketing services, often repeated customer complaints regarding the same issue of the phenomenon, power marketing services through fine after rectification, complaints can be accurate to a certain marketing operations indicators, so as to continuously improve business processes, facilitate precise marketing business system formation and improves power supply enterprise brand influence. (2) implement the service quality supervision normalization Traditional marketing services through quality supervision basically conducted a thorough investigation and other means of static periodic verification of qualitative analysis through the refinement