服务蓝图和FMEA在S供电营业厅的应用  

Application of Service Blueprints and FMEA in S Power Supply Business Hall

作　　者：余虹 王凡 YU Hong;WANG Fan(Shanghai City South Power Supply Company,State Grid Shanghai Electric Company,Shanghai200051)

机构地区：[1]国网上海市电力公司市南供电公司,上海200051

出　　处：《中国质量》2024年第10期108-113,共6页China Quality

摘　　要：本研究旨在通过服务蓝图和故障模式及影响分析(FMEA)方法,提升S供电营业厅的服务质量和客户满意度。党中央强调营商环境建设的重要性,本研究在此背景下,以S供电营业厅为案例,探讨服务蓝图与FMEA的应用及其在优化服务流程中的效能。This study aims to enhance the service quality and customer satisfaction of the S Power Supply Business Hall through the application of service blueprints and Failure Modes and Effects Analysis(FMEA)methods.Against the backdrop of the importance placed by the Central Party Committee on the construction of a business environment,this research takes the S Power Supply Business Hall as a case study to explore the application of service blueprints and FMEA,as well as their effectiveness in optimizing service processes.

关 键 词：营商环境:服务蓝图:FMEA 供电营业厅:服务质量 

分 类 号：F426.61[经济管理—产业经济] F274