CN102800026A - Method for improving balance between supply and demand for electricity business hall - Google Patents
Method for improving balance between supply and demand for electricity business hall Download PDFInfo
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- 238000012545 processing Methods 0.000 claims abstract description 9
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Abstract
The invention relates to a method for improving the balance between supply and demand for an electricity business hall. The method comprises a business data analysis module, a predication analysis quasi module, a queuing system integrated management control module and an emergency situation processing module. By the method for improving the balance between supply and demand for an electricity business hall, high-quality service can be provided for clients, problems can be found timely, and the service quality can be improved; an intelligent business hall and a one-door charging window are updated, so the service efficiency and quality are greatly improved; proactive reference information is provided for responding to the condition of large scale client flow in the business hall by research and analysis of the recorded client flow data of the business hall and a scientific predicating method, and simultaneously an effective emergency plan is established to solve the problem that too many people wait in line in the business hall. The method is applicable to the field of improvement on the balance between supply and demand for an electricity business hall.
Description
Technical field
The present invention relates to the improvement method of the equilibrium of supply and demand of a kind of electric power business hall, relate in particular to a kind of improvement method of the equilibrium of supply and demand of electric power business hall of place of business, make both conformity and harmonies.
Background technology
At present, the business hall of each tame electric power company is client's transacting business and the place of experiencing service.The business hall showing corporate image, propaganda Service Brand, promoting the client perception quality, is improved marketing effectiveness as the entity marketing channel of pressing close to the client most, highlights aspect such as enterprise competitive advantage and is bringing into play unique effect.It is more serious that phenomenon is waited in line in the business hall, become the main short slab factor that influences CSAT.The business hall environment of lining up when serious is comparatively chaotic, and client's mood is impatient, complains salesman's business handling inefficiency easily, and professional knowledge is not yet done etc., and these all directly affect the whole satisfaction of business hall.In order to improve the scene of waiting in line of business hall, improve the business hall work efficiency, need carry out analyses and prediction to the portfolio volume of the flow of passengers of business hall.
Through analysis to the business hall equilibrium of supply and demand, find the current problem that in the supply and demand service process, exists, seek solution through research to problem.
Because the factor in geographic position of living in, business hall, the service object is main with residential customers mainly, the phenomenon of custom queueing transacting business often occurs on some date.
From the needs that service quality is promoted, to queuing problem, though normally the business hall is transformed under the prior art.Software and hardware to business hall and operating station is adjusted.Each business hall and operating station all have been equipped with Zero queuing system; Charging window has all carried out the transformation of security; Be equipped with the use that digitized LCD cooperates calling system; Improved the safety coefficient of charging window through transformation, also satisfied the user simultaneously and handled that the resident is professional just to handle the demand that finishes, the problem of having avoided user's needs to line up once more with paid service in that the same window is disposable.Through transforming the good appearance of alleviating queuing phenomena, promoted the service image of business hall greatly.
Though transformation has obtained very ten-strike, some the time situation of transacting business still appearred waiting in line under the passenger flow situation of uprushing.How alleviating and solve this type of queuing phenomena will be that the subject matter that the business hall leader considers also will be the fundamental purpose of this research.
The business hall lacks the prediction scheme that a cover case of emergency is handled at present simultaneously, can't take the reasonably measure of reply timely when accident thing business hall takes place.Through understanding the situation of other kinds industry business hall; It all possesses a cover solution of emergent event emergency response mechanism; Make the business hall to make corresponding under special circumstances according to the action scheme of formulating in advance; Can the very first time control the state of affairs, it is developed to the direction that helps self.
In addition, client's demand is the driving source that service quality is updated in the business hall, the improving constantly of Along with people's living standard, its for the requirement of all kinds of services also in continuous lifting.How to improve and to optimize to the present problem that embodies in business hall is the problem that the electrical power services personnel think deeply always.Though in the process that service is continued to optimize, many problems have all obtained very big improvement, the client still has higher requirement.In these required, whether balance can embody from the queuing phenomena of business hall intuitively in business hall service supply and demand.Imbalance has appearred in the service supply and demand of explanation business hall when serious queuing phenomena appears in the business hall, when the business hall is ruly when carrying out service explanation business hall service supply and demand balance comparatively.
Through research to the equilibrium of supply and demand, find the problem of business hall self, look for reason from problem; Start with by reason and to find out solution; Finally can the better service common people, client's situation that transacting business takes place to wait in the business hall is tailed off, it is short more that the time of wait becomes.Realize the constantly perfect of electric power business hall service quality, the client is provided a comfortable reliable service environment.
Summary of the invention
For solve that Utilities Electric Co. business hall under the prior art is difficult to and the client between the equilibratory problem of supply and demand, the present invention provides the improvement method of the equilibrium of supply and demand of a kind of electric power business hall, and is specific as follows said:
The improvement method of the equilibrium of supply and demand of a kind of electric power business hall, specific as follows:
The improvement method of the equilibrium of supply and demand of described electric power business hall comprises the business data analysis module;
The improvement method of the equilibrium of supply and demand of described electric power business hall comprises forecast analysis quasi-mode piece;
The improvement method of the equilibrium of supply and demand of described electric power business hall comprises queuing system integrated management control module;
The improvement method of the equilibrium of supply and demand of described electric power business hall comprises the case of emergency processing module.
Improvement method according to the equilibrium of supply and demand of a kind of electric power of the present invention business hall is characterized in that described business data analysis module comprises volume of the flow of passengers analysis module, Classification of Businesses analysis module and indicator-specific statistics analysis module.
From complete volume of the flow of passengers analysis module statistics, the personnel of the business hall transacting business that comes have had significantly lifting, have reflected the normal service conditions in business hall.Paying channel releases in succession such as self-aided terminal provide the user very big facility, have also satisfied the actual needs of youth group simultaneously.And the carrying out of improvement project; The business hall is handled the professional ability of resident and is promoted greatly; Original phenomenon that user's queuing often occurs also obtains very big improvement; Make the user be greatly improved for the good opinion of the transacting business in the business hall, along with the client is more and more stronger to the wish of business hall transacting business, the volume of the flow of passengers also promotes thereupon to some extent.
And the Classification of Businesses analysis module is from finding out that the main service object who faces in business hall is the resident; The accounting of resident and charge operation; How the very clear and definite reality that reflected is carried out resident and charge operation and is the business hall and constantly make great efforts the direction that develops.In order further to improve work efficiency to resident and charge operation; Transformed charging window targetedly; Transformation through one door type makes the client who comes to handle resident and charge operation receive service better more efficiently; Avoiding the phenomenon of long-time queuing as much as possible, is that transacting business has better an impression and an experience to the resident in the business hall.Because resident's radix is bigger, the situation that still can occur waiting in line when the resident goes to the business hall transacting business simultaneously is so how this part user of better service is the emphasis of research all the time under the prerequisite of transforming.
The indicator-specific statistics analysis module makes the quality of business hall service quality can be embodied in a lot of aspects; Whether serve enthusiasm; Whether business handling is quick, and whether the attendant is clear to the elaboration of professional knowledge, and the length of time stand-by period also can have influence on user's impression; These chapters and sections provide foundation through improving to the later stage service of some quantifiable indexs being carried out statistical study, pinpoint the problems saying something.
Improvement method according to the equilibrium of supply and demand of a kind of electric power of the present invention business hall is characterized in that, described forecast analysis module comprises calendar month data prediction module and predicts the outcome analysis module.
The business hall is as the window of one of power department main external service, how to offer the transacting business user more quality services be that power department is thought deeply always.Improving constantly attendant's business processing level, the professional knowledge accumulation time also strengthen the hardware of service is improved.Thought better of user's impression during transacting business in the business hall.The further improvement of environment, effective management of order make the user of transacting business to experience the lifting of electric power business hall overall quality of service.The raising of business hall self has also received the restriction of various objective factors sometimes; The size in place, business hall; The sizes of coverage quantity of service etc. rationally arrange the attendant that certain reference is provided can for the business hall through rational prediction, and calendar month data prediction module can increase the attendant doping the situation that has large passenger flow; Rationally adjust service strategy; Be equipped with the battle of preparation, strive good each user of service, make every user transacting business can experience that Shanghai Electric Power provides in the business hall service.Between drop, establish the good image of its power department in the heart in all types of user.
Can find that in conjunction with predicting the outcome of the analysis module that predicts the outcome the whole volume of the flow of passengers in business hall has had raising to a certain degree; In view of this; The business hall can be adjusted service strength targetedly, and the long-time phenomenon of lining up of user is avoided in the appearance of reply large passenger flow as far as possible.
Improvement method according to the equilibrium of supply and demand of a kind of electric power of the present invention business hall; It is characterized in that described queuing system integrated management control module comprises Zero queuing monitoring modular, satisfaction evaluation monitoring modular, volume of the flow of passengers monitoring modular, emergency advance warning policy management module and dynamic implementation window allotment module.
The Zero queuing system of Zero queuing monitoring modular is to help to keep client's order in the routine work of business hall, and the guiding client goes to auxilliary system of the main group of correct window transacting business.This system mainly comprises two aspects, the number of getting machine, Zero queuing equipment.Set up an orderly service environment when the accurate cooperation of these three equipment can be for the busy outward service in business hall, thereby avoided causing the misunderstanding between client and the business hall because be not in the right order.
Can make in the real-time understanding business hall of managerial personnel the client for the impression of service that the attendant provides, for business hall service quality provides the data support that quantizes through the satisfaction evaluation monitoring modular to the monitoring of satisfaction.Can find also that through monitoring those professional satisfactions are higher in the operational process of business hall simultaneously; Those professional satisfactions are short of to some extent; And targetedly the service of all kinds of business is proposed to improve requirement, thereby reach the requirement that improves constantly business hall service quality.
Can be the real-time understanding business hall passenger flow situation of managerial personnel through volume of the flow of passengers monitoring modular to the monitoring of business hall passenger flow; When situation that passenger flow uprushes takes place in the business hall; Managerial personnel can go and find out what's going on timely; Send the adjustment instruction timely, taking reasonable measure is better kept the order under the large passenger flow situation, and scene avoids confusion.The data of passenger flow monitor can also provide the data support for the behavioural habits of analyzing the client from now on simultaneously, for predicting the large passenger flow situation from now on the foundation of analyses and prediction are provided.Offer help for better handling the large passenger flow situation in the future.
The emergency advance warning policy management module can be judged when a certain type of business handling number reaches some indexs automatically; Zero queuing system is transferred automatically and is increased the strategy of calling out the numbers; Preferential crying got such professional client's transacting business, waits in line the excessive situation of number through in a period of time such client concentrated being handled alleviation.
Dynamic implementation window allotment module; Its principle of work is; The queue number that obtains through the number of getting machine at first; Generate different queue queues to the different service number of getting chance, as: a 100KV and an above non-resident formation, a non-resident formation below the 100KV, formation of value added tax, resident's business and formation of charge operation.After formation generated, different windows just can be named in the queue queue of each auto correlation through the equipment of calling out the numbers and get custom queueing and number go to the window transacting business.
Improvement method according to the equilibrium of supply and demand of a kind of electric power of the present invention business hall is characterized in that described case of emergency processing module comprises emergency advance warning module and emergency preplan module.
The emergency advance warning module has been directed against the electric power business hall and under for the situation of burst large passenger flow, more serious queuing phenomena has occurred; That sets up one overlaps emergency advance warning prediction scheme targetedly; The difference of the queuing phenomena seriousness that takes place through large passenger flow is taked the prediction scheme measure of different brackets.The timely enforcement of believing measure can bring benefit to the alleviation of queuing phenomena.
And the emergency preplan module is to concrete equipment, facility, place and environment; On the basis of safety evaluation, the person, property and the environmental loss that cause for the reduction accident, emergency management and rescue mechanism and personnel after taking place with regard to accident; The equipment of emergency management and rescue, facility, conditions and environment; The step and the guiding principle of action, the method for control accident development and program etc., the science of making in advance and effectively plan and arrange.The division of emergency preplan can be according to industry, mechanism's character, and factors such as coverage are carried out.Finally reach the purpose that successfully manages all kinds of accidents.
Use the improvement method of the equilibrium of supply and demand of a kind of electric power of the present invention business hall, obtained following beneficial effect:
1. the improvement method of the equilibrium of supply and demand of a kind of electric power of the present invention business hall can provide the user that quality services are provided; Constantly pinpoint the problems, improve the service quality of self, the transformation of intelligent business hall; The transformation of charging window one door type; Twice transformation promoted the efficient and the quality of service greatly through the upgrading to hardware, also makes all types of user experience the effort that the business hall is come for a long time.
2. the improvement method of the equilibrium of supply and demand of a kind of electric power of the present invention business hall; Through the historical passenger flow data of studying the statistics and analysis business hall and the Forecasting Methodology that combines science is that business hall reply large passenger flow situation provides aggressive reference information; Simultaneously through setting up effective emergency preplan; It is too much that the wait number appears in rational reply business hall, and the long phenomenon of queuing troop is for realizing the continuous effort of more quality services.
Embodiment
The improvement method of facing the equilibrium of supply and demand of a kind of electric power of the present invention business hall is down done further description.
Embodiment
The improvement method of the equilibrium of supply and demand of a kind of electric power business hall, specific as follows:
The improvement method of the equilibrium of supply and demand of described electric power business hall comprises the business data analysis module;
The improvement method of the equilibrium of supply and demand of described electric power business hall comprises forecast analysis quasi-mode piece;
The improvement method of the equilibrium of supply and demand of described electric power business hall comprises queuing system integrated management control module;
The improvement method of the equilibrium of supply and demand of described electric power business hall comprises the case of emergency processing module.
Improvement method according to the equilibrium of supply and demand of a kind of electric power of the present invention business hall is characterized in that described business data analysis module comprises volume of the flow of passengers analysis module, Classification of Businesses analysis module and indicator-specific statistics analysis module.
From complete volume of the flow of passengers analysis module statistics, the personnel of the business hall transacting business that comes have had significantly lifting, have reflected the normal service conditions in business hall.Paying channel releases in succession such as self-aided terminal provide the user very big facility, have also satisfied the actual needs of youth group simultaneously.And the carrying out of improvement project; The business hall is handled the professional ability of resident and is promoted greatly; Original phenomenon that user's queuing often occurs also obtains very big improvement; Make the user be greatly improved for the good opinion of the transacting business in the business hall, along with the client is more and more stronger to the wish of business hall transacting business, the volume of the flow of passengers also promotes thereupon to some extent.
And the Classification of Businesses analysis module is from finding out that the main service object who faces in business hall is the resident; The accounting of resident and charge operation; How the very clear and definite reality that reflected is carried out resident and charge operation and is the business hall and constantly make great efforts the direction that develops.In order further to improve work efficiency to resident and charge operation; Transformed charging window targetedly; Transformation through one door type makes the client who comes to handle resident and charge operation receive service better more efficiently; Avoiding the phenomenon of long-time queuing as much as possible, is that transacting business has better an impression and an experience to the resident in the business hall.Because resident's radix is bigger, the situation that still can occur waiting in line when the resident goes to the business hall transacting business simultaneously is so how this part user of better service is the emphasis of research all the time under the prerequisite of transforming.
The indicator-specific statistics analysis module makes the quality of business hall service quality can be embodied in a lot of aspects; Whether serve enthusiasm; Whether business handling is quick, and whether the attendant is clear to the elaboration of professional knowledge, and the length of time stand-by period also can have influence on user's impression; These chapters and sections provide foundation through improving to the later stage service of some quantifiable indexs being carried out statistical study, pinpoint the problems saying something.
Improvement method according to the equilibrium of supply and demand of a kind of electric power of the present invention business hall is characterized in that, described forecast analysis module comprises calendar month data prediction module and predicts the outcome analysis module.
The business hall is as the window of one of power department main external service, how to offer the transacting business user more quality services be that power department is thought deeply always.Improving constantly attendant's business processing level, the professional knowledge accumulation time also strengthen the hardware of service is improved.Thought better of user's impression during transacting business in the business hall.The further improvement of environment, effective management of order make the user of transacting business to experience the lifting of electric power business hall overall quality of service.The raising of business hall self has also received the restriction of various objective factors sometimes; The size in place, business hall; The sizes of coverage quantity of service etc. rationally arrange the attendant that certain reference is provided can for the business hall through rational prediction, and calendar month data prediction module can increase the attendant doping the situation that has large passenger flow; Rationally adjust service strategy; Be equipped with the battle of preparation, strive good each user of service, make every user transacting business can experience that Shanghai Electric Power provides in the business hall service.Between drop, establish the good image of its power department in the heart in all types of user.
Can find that in conjunction with predicting the outcome of the analysis module that predicts the outcome the whole volume of the flow of passengers in business hall has had raising to a certain degree; In view of this; The business hall can be adjusted service strength targetedly, and the long-time phenomenon of lining up of user is avoided in the appearance of reply large passenger flow as far as possible.
Improvement method according to the equilibrium of supply and demand of a kind of electric power of the present invention business hall; It is characterized in that described queuing system integrated management control module comprises Zero queuing monitoring modular, satisfaction evaluation monitoring modular, volume of the flow of passengers monitoring modular, emergency advance warning policy management module and dynamic implementation window allotment module.
The Zero queuing system of Zero queuing monitoring modular is to help to keep client's order in the routine work of business hall, and the guiding client goes to auxilliary system of the main group of correct window transacting business.This system mainly comprises two aspects, the number of getting machine, Zero queuing equipment.Set up an orderly service environment when the accurate cooperation of these three equipment can be for the busy outward service in business hall, thereby avoided causing the misunderstanding between client and the business hall because be not in the right order.
Can make in the real-time understanding business hall of managerial personnel the client for the impression of service that the attendant provides, for business hall service quality provides the data support that quantizes through the satisfaction evaluation monitoring modular to the monitoring of satisfaction.Can find also that through monitoring those professional satisfactions are higher in the operational process of business hall simultaneously; Those professional satisfactions are short of to some extent; And targetedly the service of all kinds of business is proposed to improve requirement, thereby reach the requirement that improves constantly business hall service quality.
Can be the real-time understanding business hall passenger flow situation of managerial personnel through volume of the flow of passengers monitoring modular to the monitoring of business hall passenger flow; When situation that passenger flow uprushes takes place in the business hall; Managerial personnel can go and find out what's going on timely; Send the adjustment instruction timely, taking reasonable measure is better kept the order under the large passenger flow situation, and scene avoids confusion.The data of passenger flow monitor can also provide the data support for the behavioural habits of analyzing the client from now on simultaneously, for predicting the large passenger flow situation from now on the foundation of analyses and prediction are provided.Offer help for better handling the large passenger flow situation in the future.
The emergency advance warning policy management module can be judged when a certain type of business handling number reaches some indexs automatically; Zero queuing system is transferred automatically and is increased the strategy of calling out the numbers; Preferential crying got such professional client's transacting business, waits in line the excessive situation of number through in a period of time such client concentrated being handled alleviation.
Dynamic implementation window allotment module; Its principle of work is; The queue number that obtains through the number of getting machine at first; Generate different queue queues to the different service number of getting chance, as: a 100KV and an above non-resident formation, a non-resident formation below the 100KV, formation of value added tax, resident's business and formation of charge operation.After formation generated, different windows just can be named in the queue queue of each auto correlation through the equipment of calling out the numbers and get custom queueing and number go to the window transacting business.
Improvement method according to the equilibrium of supply and demand of a kind of electric power of the present invention business hall is characterized in that described case of emergency processing module comprises emergency advance warning module and emergency preplan module.
The emergency advance warning module has been directed against the electric power business hall and under for the situation of burst large passenger flow, more serious queuing phenomena has occurred; That sets up one overlaps emergency advance warning prediction scheme targetedly; The difference of the queuing phenomena seriousness that takes place through large passenger flow is taked the prediction scheme measure of different brackets.The timely enforcement of believing measure can bring benefit to the alleviation of queuing phenomena.
And the emergency preplan module is to concrete equipment, facility, place and environment; On the basis of safety evaluation, the person, property and the environmental loss that cause for the reduction accident, emergency management and rescue mechanism and personnel after taking place with regard to accident; The equipment of emergency management and rescue, facility, conditions and environment; The step and the guiding principle of action, the method for control accident development and program etc., the science of making in advance and effectively plan and arrange.The division of emergency preplan can be according to industry, mechanism's character, and factors such as coverage are carried out.Finally reach the purpose that successfully manages all kinds of accidents.
The improvement method of the equilibrium of supply and demand of a kind of electric power of the present invention business hall can provide the user that quality services are provided; Constantly pinpoint the problems, improve the service quality of self, the transformation of intelligent business hall; The transformation of charging window one door type; Twice transformation promoted the efficient and the quality of service greatly through the upgrading to hardware, is that business hall reply large passenger flow situation provides aggressive reference information through the historical passenger flow data of studying the statistics and analysis business hall and the Forecasting Methodology that combines science; Simultaneously through setting up effective emergency preplan; It is too much that the wait number appears in rational reply business hall, the long phenomenon of queuing troop, and the present invention is applicable to the improvement field of the equilibrium of supply and demand of each tame electric power business hall.
Claims (5)
1. the improvement method of the equilibrium of supply and demand of an electric power business hall, specific as follows:
The improvement method of the equilibrium of supply and demand of described electric power business hall comprises the business data analysis module;
The improvement method of the equilibrium of supply and demand of described electric power business hall comprises forecast analysis quasi-mode piece;
The improvement method of the equilibrium of supply and demand of described electric power business hall comprises queuing system integrated management control module;
The improvement method of the equilibrium of supply and demand of described electric power business hall comprises the case of emergency processing module.
2. the improvement method of the equilibrium of supply and demand of a kind of electric power as claimed in claim 1 business hall is characterized in that described business data analysis module comprises volume of the flow of passengers analysis module, Classification of Businesses analysis module and indicator-specific statistics analysis module.
3. the improvement method of the equilibrium of supply and demand of a kind of electric power as claimed in claim 1 business hall is characterized in that, described forecast analysis module comprises calendar month data prediction module and predicts the outcome analysis module.
4. the improvement method of the equilibrium of supply and demand of a kind of electric power as claimed in claim 1 business hall; It is characterized in that described queuing system integrated management control module comprises Zero queuing monitoring modular, satisfaction evaluation monitoring modular, volume of the flow of passengers monitoring modular, emergency advance warning policy management module and dynamic implementation window allotment module.
5. the improvement method of the equilibrium of supply and demand of a kind of electric power as claimed in claim 1 business hall is characterized in that described case of emergency processing module comprises emergency advance warning module and emergency preplan module.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN2012101970792A CN102800026A (en) | 2012-06-14 | 2012-06-14 | Method for improving balance between supply and demand for electricity business hall |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN2012101970792A CN102800026A (en) | 2012-06-14 | 2012-06-14 | Method for improving balance between supply and demand for electricity business hall |
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| CN102800026A true CN102800026A (en) | 2012-11-28 |
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| CN2012101970792A Pending CN102800026A (en) | 2012-06-14 | 2012-06-14 | Method for improving balance between supply and demand for electricity business hall |
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Cited By (2)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN106296953A (en) * | 2016-07-29 | 2017-01-04 | 广州天健软件有限公司 | One door type appointment and queuing service system |
| CN106846665A (en) * | 2017-01-19 | 2017-06-13 | 深圳怡化电脑股份有限公司 | The method for processing business and device of a kind of financial transaction apparatus |
-
2012
- 2012-06-14 CN CN2012101970792A patent/CN102800026A/en active Pending
Cited By (3)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN106296953A (en) * | 2016-07-29 | 2017-01-04 | 广州天健软件有限公司 | One door type appointment and queuing service system |
| CN106846665A (en) * | 2017-01-19 | 2017-06-13 | 深圳怡化电脑股份有限公司 | The method for processing business and device of a kind of financial transaction apparatus |
| CN106846665B (en) * | 2017-01-19 | 2019-10-11 | 深圳怡化电脑股份有限公司 | A kind of method for processing business and device of financial transaction apparatus |
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Application publication date: 20121128 |