What is the "big marketing" management mode of power supply enterprises?

However, after the removal of the customer service center, the functions and authority of the power supply station have changed and various risks have increased. How to avoid risks, strengthen management and realize the ultimate goal of big marketing reform. This paper discusses how to strengthen the management of power supply station and comprehensively improve the comprehensive management level and service quality of power supply station under the big marketing system from four aspects.

First, choosing the right power supply supervisor is the key.

Before the big marketing system reform, Wulong Power Supply Company had a marketing department and four customer service centers, and 10 suburban power supply stations, which worked under the direct leadership of their customer service centers. After the marketing reform, according to the requirements of flat organization, the existing marketing department and four customer service centers will be cancelled at the company level, and the marketing organization structure will be changed to 1 big center (customer service center), and 10 suburban power supply station will be directly managed by the big center. As a team, it is responsible for the business acceptance within its jurisdiction, and the business expansion, electricity inspection, meter reading and charging, metering and dismantling, distribution network transportation, inspection and maintenance, and quality service of low-voltage customers have become special nodes in the big marketing system. In the big marketing organization structure, after the power supply station loses the territorial control of the original customer service center, the risk of illegal behavior will increase and the coordination with the local government will weaken.

Activate the employment mechanism and choose and use the power supply well. The train runs fast, thanks to the headband. The director of grass-roots power supply station is the main person responsible for standardizing management. Selecting and using the director of power supply station is an important link to strengthen the management of power supply at the grass-roots level and implement various objectives and tasks. Therefore, choosing a good director can lead a good team and serve the people. Strengthen the construction of the team of directors of grass-roots power supply stations, select a group of rural power managers who want to be officers, can be officers and succeed, and should manage from the source, focusing on the directors of grass-roots power supply stations.

Adhere to strict selection and assessment, improve the post qualification standards and job specifications of power supply directors, establish a perfect selection and appointment mechanism, and select outstanding talents with leading thinking, pragmatic work, excellent skills and strong management to the post of power supply director through open recruitment and democratic selection, so as to improve the overall efficiency of team leaders. Doing a good job in the performance appraisal management of power supply stations, so that rewards and punishments are clear and timely fulfilled, not only ensures that the director of power supply stations can fully exercise his rights and enjoy the benefits he deserves, but also urges him to strictly perform his duties, forming a good pattern of giving full play to talents.

Second, standardized operation is the foundation.

Standardization construction is an important basic work of enterprise management, which plays an important role in improving enterprise culture, optimizing workflow and standardizing internal management. It is an effective means to promote lean management and achieve safety, efficiency and stamina in management.

Grass-roots power supply work is the foothold and starting point of all work of power supply enterprises at all levels, and various contradictions and problems often appear in grass-roots power supply. After the market-oriented reform, due to the extension of management scope and the change of management mode, the management level of power supply station is far from meeting the high standard requirements of standardization and refinement. Therefore, it is necessary to strengthen and improve the standardized management of power supply stations, and it is also an inevitable requirement for power supply enterprises to maintain sustainable development.

To promote the construction of standardized power supply stations, we must adhere to standards and control, supervise, inspect, record and assess all work. With standardization of data management, standardization of management work, specialization of operation organization and normalization of high-quality service as carriers, we will strive to improve work processes, rules and regulations, overcome shortcomings in development, improve the quality of personnel, and comprehensively improve the standardization construction and management level of power supply stations.

Standardization of data management. In line with the principle of simplification, burden reduction and responsibility increase, standardize all kinds of materials, records and accounts of power supply stations, so as to standardize and unify the recorded materials and make the recorded contents true and perfect; Standardization of management work. Comprehensively sort out the workflow of power supply station, increase investment in software and hardware, deepen the application of national grid logo, and lay a solid foundation for the establishment of standardized power supply station; Specialization of operation organization. Reasonable allocation of posts and personnel, clear responsibilities, management in place, eliminate management blind spots, implement business cooperation, separate copying, verification and collection, and actively promote on-site standardization operations; Quality service is normalized. Pay attention to personalized service, expand the business scope of bank-enterprise networking electricity payment, simplify service links, optimize workflow, improve the customer visit system, honor service commitments, and establish a good corporate image.

Strengthen professional management, build a communication platform between functional majors and power supply stations in accordance with the principles of standardized management focusing on process, basing on specialty and scientific quantification, and promote the actual docking of professional management and implementation. Each major establishes a management network diagram and workflow, which are connected in series with professional standards to form a closed-loop operation of professional management from top to bottom, so that each post can clearly understand the workflow and know what to do, how to do it, and what standards and effects to achieve.

Pay more attention to the combination of work and improve execution ability. First, we must attach importance to the combination and learn to do a good job. At present, power supply enterprises are faced with many new situations and tasks in the construction of large-scale marketing system, and there is no ready-made experience to learn from. They need to use new ideas and measures, conduct in-depth investigation and study, and creatively carry out work to solve them. We need to work hard on the implementation, combination and innovation of grass-roots power supply stations in order to achieve continuous results. For grass-roots power supply, the above-mentioned central work is one after another. How to comprehensively and timely implement and improve execution, the key is to learn to combine, and insist on combining the spirit of superiors with the reality of power supply. Second, we must strengthen integration and promote work innovation. Innovation comes from grass-roots power supply, is practiced in grass-roots power supply and embodied in grass-roots power supply, and is the real subject of innovation. When we do our work, we must proceed from reality, not only to understand our feelings, but also to find out the truth, and combine the two ends. It is actually an innovation to combine, implement and form its own characteristics. If you ignore the combination of work, lack the ability to combine, lack the courage to break through, lack the spirit of innovation, and always follow, you can't do anything. If it is arranged above, we will do it. It says that if we move, the work will not have much effect, let alone compete for positions. Third, we should use combination to promote standardized management. Strengthening the standardized management of grass-roots power supply is rich in connotation, involving all aspects of power supply enterprises' work, and needs to be organically combined with all work. On the one hand, closely focus on the overall situation of service economy development, closely follow the decision-making and deployment of local governments, firmly grasp the work center of power supply enterprises and the key points of each period, further promote the management of power supply and consumption, and make a fuss and make efforts in finding the combination point, selecting the entry point and grasping the support point. On the other hand, it is necessary to combine the establishment of standardized power supply and star red flag team. On the original basis, we should take standardized management as the starting point, further extend our work tentacles, and seriously participate in standardized management, various creations, moral appraisal and other activities with a positive attitude, forming a vivid situation in which all levels of creation activities are competing. It is necessary to carefully plan, seriously organize and carry out in-depth thematic practice activities with the characteristics of power supply enterprises around service economy, standardized power supply and consumption management and high-quality service, and constantly expand the connotation of power supply management at the grassroots level.

Third, strengthening supervision and assessment is the means.

Power supply marketing is an important part of the business work of power supply enterprises, and its quality and efficiency are directly related to the economic and social benefits of power supply enterprises. In order to prevent the risks of marketing personnel, improve the consciousness of power supply marketing personnel to be honest in their work, and earnestly safeguard the rights and interests of customers and enterprises. A monitoring room is set up in the power supply customer service center, supported by the marketing automation system, to realize centralized online inspection of marketing business, real-time online monitoring and analysis of key marketing indicators, work quality and service quality, enrich the marketing inspection team, and carry out inspection work exclusively, which has changed the previous situation that inspection work could not be effectively carried out at the grassroots level due to numerous responsibilities, and realized comprehensive prevention of marketing risks, controllable marketing work quality, continuous improvement of marketing management level and comprehensive improvement of marketing operation ability and management level.

Strengthen supervision and assessment. Power supply enterprises should take the standardized management of grass-roots power supply stations as an important part of the system's annual comprehensive evaluation, formulate annual targets and specific standards for acceptance, adhere to the combination of self-examination and spot check, open investigation and unannounced visits, and find problems and follow-up inspection to effectively enhance the effectiveness of supervision and inspection. Power supply stations must combine actual conditions, refine measures, strictly implement various systems, strengthen daily management assessment, and strictly honor rewards and punishments. If there are mistakes in the work, management is not in place, and management is not standardized, it should be ordered to make rectification within a time limit and resolutely handle it in place according to relevant regulations. It is necessary to seriously investigate and deal with violations of rules and regulations found in the effectiveness supervision of marketing clean government management. If losses are caused to the enterprise, the responsibility shall be clearly defined, dealt with seriously and investigated for responsibility; For violations of law and discipline, such as abusing power for personal gain, pocketing private funds, accepting bribes, embezzling and misappropriating public funds, it is necessary to promptly file a case for investigation, resolutely punish it, and will never tolerate it.

Consciously accept social supervision and rely on external thrust. To standardize management and establish an image is to take the demand of power customers as the first signal and the satisfaction of power customers as the highest standard. Power supply stations should actively optimize their services to power customers, listen to their opinions, think from the perspective of power customers, and standardize their management behaviors in details. We should not only use electronic screens, bulletin boards, radio and television newspapers and other carriers to release relevant information, but also take various effective forms such as printing and distributing brochures, holding symposiums, visiting people at home, and distributing questionnaires to solicit opinions and suggestions from all walks of life, formulate targeted rectification measures, and actively promote standardized management and standardization construction with the help of the whole society.

Improve the relevant supporting systems, promote the implementation of quality service work, and incorporate quality service work into the target of responsibility assessment, so that quality service and safety production responsibility system are arranged, implemented, assessed, rewarded and punished. The system of special service, power failure publicity, director reception day and irregular director visit day shall be implemented. Set up telephone hotlines and complaint boxes, and publish emergency repairs, complaint hotlines and telephone hotlines. Hire supervisors, hold supervisors' symposiums and customer symposiums, brainstorm to listen to customers' opinions and suggestions, and listen carefully to the evaluation of service quality. The staff of the whole hospital consciously start from the place where customers are satisfied and start from the place where customers are dissatisfied.

Fourth, the benchmark in the same industry is the platform.

Under the big marketing system, the nature and content of the work undertaken by each township power supply station are basically the same, so there are * * * points in the performance target. This feature provides an innate platform for introducing peer benchmarking as an activity carrier, and is also conducive to further comparison, learning and catching up between power supply stations, and constantly improving management level.

Further strengthen demonstration and guidance, and enhance the implementation momentum. First, through typical demonstrations, from point to area. In the process of promoting the standardized management of power supply stations, it is necessary to strengthen the cultivation, establishment, publicity and reward of advanced models, care about advanced models, pay attention to timely summarizing and popularizing successful experiences, actively play the role of typical demonstration, and achieve a point-to-point approach. Dynamic management should be carried out on advanced models, so that grass-roots power supply stations can help each other, learn from each other, learn from examples, catch up with goals, and promote work exchanges.

To carry out benchmarking activities in the same industry, the first problem to be solved is what to evaluate and how to evaluate it. Without benchmarking, there is no benchmarking. Therefore, a reasonable index system is the basis of benchmarking activities in the same industry of power supply stations. Therefore, many factors should be fully considered in the process of formulating the index system: each index must be included in the benchmark index of county-level power supply enterprises; Each index must be combined with the actual work nature, work content and work characteristics of the power supply station, and can effectively reflect the overall comprehensive strength of the power supply station; To meet the current requirements of refined and standardized management, we should pay attention to both results and processes; The collection of indicators should have good collection channels and strong operability.

At the same time, the benchmarking results are linked to the performance appraisal of power supply stations, and a situation of chasing after each other is formed through benchmarking ranking, and differences are actively found to break through difficulties, and finally a virtuous circle of competitive atmosphere is formed. In the evaluation method, comprehensive performance and individual indicators are ranked at the same time, which not only evaluates comprehensive strength, but also evaluates important individual indicators. Among them, for a power supply station with a high level of single professional management, it is necessary to give priority to key research and guidance with the way of creating from point to area as the benchmark unit, and finally form mature management experience or theory and popularize it in time, so as to gradually improve the standardized management level of the whole power supply station.