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Study on the capacity index of power service enterprises based on the service quality factor

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4 Author(s)
Zeng Ming ; Sch. of Bus. Adm., North China Electr. Power Univ., Beijing ; Zhou Wenyu ; Ting Zhang ; Cheng Qian

the level of service capacity which is a very important part of service quality inflects the enterprise carries out the gale committing with customers. And also inflects the degree of enterprise to do a better service commitment when set up the core competence. Service quality factors divide the power service capacity into three main systems: the functions of administer, resource and quality system. On this background, the paper introduces an index system of service capacity in reference with the <electricity service quality evaluation administration by SGCC(test)>carried out by SGCC and combining with the service items supplied by the electricity supply enterprises. Then using the G1 method to set the weight of each index, the service capacity index can be given out by weighting the quality scores of each department. At the end we take a power service company as an example to illustrate the calculating steps of capacity index.

Published in:

Electric Utility Deregulation and Restructuring and Power Technologies, 2008. DRPT 2008. Third International Conference on

Date of Conference:

6-9 April 2008