供电企业客户停电信息的精益化管理

Lean management of power interruption notification

中文关键词: 停电通知  精益化管理  用户满意度

英文关键词: power interruption notification  lean manage.ment  customers’satisfaction

中文摘要:

      电通知发放是供电企业的重要任务，工作的及时性和准确性影响着用户的满意度。随着新一轮配网建设，停电通知任务繁重，通知的大量发放导致供电企业成本居高不下，停电通知退信率过高也影响了企业的服务质量。通过精益化管理对停电通知工作中各环节进行分析和改进，针对主要原因提出解决措施。经实际工作验证，精益化管理改善了供电企业停电通知的工作质量。

英文摘要:

      Power interruption notification is an important dai.ly routine for distribution companies.The correctness, timelinessand accuracy of notification have great effects on customers’satis.faction.With a new round of distribution network construction, notifi.cation turns to be a heavy and arduous task.Distribution networkcompanies spend high costs for massive notification and the high ra.tio of send.back notification always affects the quality of service.Byadopting the lean management concepts, the various segments ofpower interruption notification work are analyzed and improved.Thekey factors which affect the quality of services are defined, and solu.tions are also provided.The lean management has greatly improvedthe notification work, as proven in practical work.