CN110705838A - Comprehensive evaluation system for evaluating power supply service level - Google Patents
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Abstract
The invention discloses a comprehensive evaluation system for evaluating a power supply service level, which comprises a factor management module, an evaluation data management module, an evaluation execution module, an evaluation result analysis module and an evaluation result application module which are communicated in sequence in data communication. The invention establishes a normalized power supply service level comprehensive evaluation system of a service quality evaluation, supervision and control mechanism, collects data among different service systems, realizes the association linkage analysis of big data among the data, adopts day-to-day event notification, carries out monthly stage evaluation and carries out annual comprehensive evaluation by building a power supply service comprehensive evaluation system so as to meet the requirements of different evaluation periods. The problem of management pain point and evaluation deviation at present is effectively solved, the short board that influences service problem is found and handled in time, still can constantly scientific optimization adjust the evaluation system content, promote the service and assess the precision.
Description
Technical Field
The invention relates to a comprehensive evaluation system for evaluating a power supply service level, and belongs to the technical field of power service.
Background
Under the dual system of plan and market, the success of the electric power market not only depends on the good and bad market design and the participation and competition degree of market members, but also depends on the effectiveness of market rule formulation and supervision of a regulatory mechanism. Whether the electric power market runs successfully or not is evaluated, and how the electric power market reform effect is, not only the running result of the electric power market needs to be evaluated, but also the electric power market running rule guiding market trading behavior needs to be evaluated. Therefore, the electric power market operation rules are evaluated and modified reasonably and timely, a set of scientific electric power market operation evaluation index system is established, the market rules can be kept synchronous with the development of the electric power market so as to better standardize the behaviors of market participants, the functions of 'driving protection and navigation' for market operation and trading are achieved, and the significance is great.
With the reform of the electric power system, the electricity selling market is released, the internal and external competitive pressure of power supply enterprises is increased day by day, the demand and expectation of customers on power supply service are higher and higher, and the service situation is more and more severe. How to effectively improve the power supply service capability is the most direct problem and challenge facing power supply enterprises of all levels.
Because the traditional service capability evaluation mode is mainly based on the index, in the actual work, the index performance of part of units is good, but the customer perception or the customer experience is not good. Meanwhile, the power supply service capability lacks a process and comprehensive evaluation, which is not beneficial to overall evaluation. The method attaches importance to index results and lacks of service process control; one stall is managed by each professional, and comprehensive service evaluation is lacked; evaluating mechanical curing, lacking system dynamic adjustment and the like.
Disclosure of Invention
For the problems in the prior art, the invention provides a comprehensive evaluation system for power supply service level, which is sent from various service elements, breaks professional limitation through an evaluation mode which is more detailed and closer to the service process, realizes comprehensive evaluation of the whole service, and further provides more scientific and accurate support for service decision.
In order to achieve the purpose, the technical scheme adopted by the invention is as follows:
a comprehensive evaluation system for evaluating the power supply service level comprises a factor management module, an evaluation data management module, an evaluation execution module, an evaluation result analysis module and an evaluation result application module which are communicated in sequence in data communication.
As a further improvement of the invention, the factor management module collects historical data of the four-level evaluation factors, and utilizes a big data clustering analysis model to mine the clustering characteristics of the factors to form scoring standards of different factors.
As a further improvement of the present invention, the evaluation factor generation process is as follows:
a multi-level comprehensive evaluation system of 3 first-level evaluation factors, 13 second-level evaluation factors and 34 third-level evaluation factors is formed through expert experience at the initial stage; the multi-level comprehensive evaluation system has the problems of heavy human factor intervention and inaccurate evaluation, 112 four-level evaluation factors are derived in a multi-angle and multi-mode manner by introducing a big data entropy weight discriminant analysis algorithm, and 78 evaluation factors are finally reserved through data cleaning processing; the four-level evaluation factor field survey 76 is similar to the newly added process evaluation information and is different from the original index evaluation.
As a further improvement of the invention, the factor management module comprises a factor management submodule, a factor evaluation standard submodule and a factor weight determination submodule, and each submodule can be manually added or corrected by a system administrator; the factor management module can set a fixed time limit to carry out big data analysis again, so that the dynamic adjustment of the factors is realized.
As a further improvement of the invention, the system data source comprises internal data and external data, wherein the internal data is used for extracting marketing service application, 95598 service support, an inspection monitoring platform, and relevant service and service data of site acquisition and harmony and video monitoring systems, and the external data is composed of public opinion monitoring and site photopic survey and dark visit data;
the evaluation data management module sets a timing task for internal data, and automatically extracts data from other systems to a database of the system every day; for external data, two functions of manual entry and form import are provided, and a form entry format is set in the form import function, so that the intelligent data selection of the system is realized, and the functions of error prompt and additional entry are automatically prompted.
As a further improvement of the invention, the evaluation execution module generates evaluation data according to a model calculation algorithm, sends the result to a formulation administrator for auditing and issuing, and the issued evaluation result is provided for a user to check.
As a further improvement of the invention, the evaluation result analysis module comprises a main interface, a unit analysis interface and an evaluation factor display interface, wherein the main interface displays the overall condition of indexes and the indexes of company short boards; the unit analysis and evaluation factor interface displays the time, the unit and/or the factor in a graphic or detail mode through the button selection; refining unit dimensions to a power supply station or a business hall; the evaluation result analysis module further comprises an automatic generation function of an evaluation report.
As a further improvement of the invention, the evaluation result application module comprises short board index processing and risk early warning functions; based on the result data of the evaluation analysis module, a certain factor and a certain unit are positioned, a problem work order is generated and is issued to the responsible personnel of the specific unit, the related personnel make improvement measures and schemes and input and submit the rectification conditions in the system, and the management decision layer personnel check and file the rectification results to realize closed-loop management of the process.
As a further improvement of the invention, when the system is used for measuring and calculating the next time to generate an evaluation result, the system can perform comparative analysis on the last short board index, track whether the prior rectification measure is effective or not, and perform early warning if the problem is not effectively solved.
As a further improvement of the invention, the risk problem screened out by the evaluation result application module and the problem which is not effectively processed by the short board index are evaluated by the manager, the short message platform and the marketing management system are automatically triggered by the early warning function, the monitored problem is timely notified to local company personnel by short messages, and an early warning work order is made and sent out by the marketing management system.
Compared with the prior art, the invention has the following beneficial effects:
the invention establishes a normalized power supply service level comprehensive evaluation system of a service quality evaluation, supervision and control mechanism, collects data among different service systems, realizes the association linkage analysis of big data among the data, adopts day-to-day event notification, carries out monthly stage evaluation and carries out annual comprehensive evaluation by building a power supply service comprehensive evaluation system so as to meet the requirements of different evaluation periods. The problem of management pain point and evaluation deviation at present is effectively solved, the short board that influences service problem is found and handled in time, still can constantly scientific optimization adjust the evaluation system content, promote the service and assess the precision.
Drawings
FIG. 1 is a flow chart of the operation of the modules of the present invention;
FIG. 2 is a schematic diagram of the primary, secondary and tertiary evaluation factor architectures of the present invention;
FIG. 3 is a schematic diagram of the first part of the third and fourth evaluation factors of the present invention;
FIG. 4 is a schematic diagram of the structure of the third and fourth evaluation factors of the second part of the present invention;
FIG. 5 is a schematic diagram of a third portion of a third class of evaluation factors and a fourth class of evaluation factors according to the present invention;
FIG. 6 is a schematic diagram of a fourth part of a third class evaluation factor and a fourth class evaluation factor according to the present invention;
FIG. 7 is a schematic diagram of a fifth portion of a third order form factor and a fourth order form factor of the present invention;
FIG. 8 is a block diagram of a third class evaluation factor and a fourth class evaluation factor according to a sixth aspect of the present invention;
FIG. 9 is a schematic diagram of a seventh portion of a third order form factor and a fourth order form factor of the present invention;
FIG. 10 is a schematic diagram of the structure of the eighth portion of the third and fourth order form factors of the present invention;
FIG. 11 is a block diagram of a ninth portion of the third and fourth order form factors of the present invention;
FIG. 12 is a block diagram of a third order evaluation factor and a fourth order evaluation factor of the tenth embodiment of the present invention;
FIG. 13 is a block diagram of the third order and fourth order evaluation factors of the eleventh embodiment of the present invention;
FIG. 14 is a block diagram of a twelfth part of the present invention, showing three-level evaluation factors and four-level evaluation factors;
FIG. 15 is a schematic diagram of a third order evaluation factor and a fourth order evaluation factor of the thirteenth aspect of the present invention.
Detailed Description
The technical solutions in the embodiments of the present application will be clearly and completely described below with reference to the drawings in the embodiments of the present application, and it is obvious that the described embodiments are only a part of the embodiments of the present application, and not all of the embodiments. The following description of at least one exemplary embodiment is merely illustrative in nature and is in no way intended to limit the application, its application, or uses. All other embodiments, which can be derived by a person skilled in the art from the embodiments given herein without making any creative effort, shall fall within the protection scope of the present application.
It is noted that the terminology used herein is for the purpose of describing particular embodiments only and is not intended to be limiting of example embodiments according to the present application. As used herein, the singular forms "a", "an" and "the" are intended to include the plural forms as well, and it should be understood that when the terms "comprises" and/or "comprising" are used in this specification, they specify the presence of stated features, steps, operations, devices, components, and/or combinations thereof, unless the context clearly indicates otherwise.
The relative arrangement of the components and steps, the numerical expressions, and numerical values set forth in these embodiments do not limit the scope of the present application unless specifically stated otherwise. Meanwhile, it should be understood that the sizes of the respective portions shown in the drawings are not drawn in an actual proportional relationship for the convenience of description. Techniques, methods, and apparatus known to those of ordinary skill in the relevant art may not be discussed in detail but are intended to be part of the specification where appropriate. In all examples shown and discussed herein, any particular value should be construed as merely illustrative, and not limiting. Thus, other examples of the exemplary embodiments may have different values. It should be noted that: like reference numbers and letters refer to like items in the following figures, and thus, once an item is defined in one figure, further discussion thereof is not required in subsequent figures.
In the description of the present application, it is to be understood that the orientation or positional relationship indicated by the directional terms such as "front, rear, upper, lower, left, right", "lateral, vertical, horizontal" and "top, bottom", etc., are generally based on the orientation or positional relationship shown in the drawings, and are used for convenience of description and simplicity of description only, and in the case of not making a reverse description, these directional terms do not indicate and imply that the device or element being referred to must have a particular orientation or be constructed and operated in a particular orientation, and therefore, should not be considered as limiting the scope of the present application; the terms "inner and outer" refer to the inner and outer relative to the profile of the respective component itself.
Spatially relative terms, such as "above … …," "above … …," "above … …," "above," and the like, may be used herein for ease of description to describe one device or feature's spatial relationship to another device or feature as illustrated in the figures. It will be understood that the spatially relative terms are intended to encompass different orientations of the device in use or operation in addition to the orientation depicted in the figures. For example, if a device in the figures is turned over, devices described as "above" or "on" other devices or configurations would then be oriented "below" or "under" the other devices or configurations. Thus, the exemplary term "above … …" can include both an orientation of "above … …" and "below … …". The device may be otherwise variously oriented (rotated 90 degrees or at other orientations) and the spatially relative descriptors used herein interpreted accordingly.
It should be noted that the terms "first", "second", and the like are used to define the components, and are only used for convenience of distinguishing the corresponding components, and the terms have no special meanings unless otherwise stated, and therefore, the scope of protection of the present application is not to be construed as being limited.
As shown in the attached figures 1-15,
the first implementation mode comprises the following steps: the system provides basis for company decision
Company A2018 ranks "business hall service specification rate" and "payment error rate" ten times before the average rank of each county company. However, the comprehensive evaluation system for the power supply service level finds that the workers in part of the business hall of the company are monitored and reported for a plurality of times when playing mobile phones or doing things irrelevant to work, and certain contradiction exists between the evaluation result of the business standard rate of the business hall. Further analysis shows that the business amount and the number of the charging strokes of part of business halls of the company are few, so that the indexes of the business standard rate and the payment error rate of the business halls are good, but the idle time of workers is long, the working state is diffused, the utilization rate of the workers is low, and great service risk exists. Through sufficient research, the whole Hebei company finally withdraws 1B-level business hall, withdraws 25C-level business halls and withdraws 4D-level business halls, and adjusts the business hours, and the business hours of more than 1100C-level business halls are adjusted to be full-holidays and holidays from 365 days without rest, so that a large amount of labor cost is saved on the basis of ensuring that the service requirements are met and the service quality is not reduced.
The second embodiment: the system can dynamically and comprehensively evaluate the power supply service level of each unit
The business expansion service time limit standard reaching rate of company B in one quarter of 2018 is 100%, but the business expansion return visit satisfaction rate is low, and the business expansion overtime complaints are more, the main reason is that the business expansion service time limit complaints are not recorded into the system in time after the business expansion service, the post-centralized recording is adopted, and the business expansion process worksheet circulation in the system is less than 3 hours.
The traditional index only evaluates the business expansion link overtime, and does not consider the extracorporeal circulation problem of the business expansion full flow time limit ultrashort. Therefore, a fourth-level evaluation factor 'ultra-short abnormal work order quantity with full flow time limit of industry expansion' is newly added in a third-level evaluation factor 'key link time limit' of a power supply service level comprehensive evaluation system. And the evaluation system is dynamically updated in time, so that the comprehensive and reasonable evaluation result is realized.
The third embodiment is as follows: process management and control of daily transaction service factor early warning
The wind direction of the power supply service is predicted by using the static warning and dynamic early warning functions, so that a manager can prevent adverse effects from happening, or pre-control service risks in advance, and reduce the adverse effects to the maximum extent. The management and control analysis of factors influencing service evaluation is enhanced, the problem timely processing is strengthened, and the service management and control capability is improved.
In 2018, 10 and 1, a business hall audio and video monitoring module in a system evaluation model finds that the business time of a certain business hall of company C is not opened, automatically triggers a short message platform, sends an early warning unit and an evaluation result to a local service management and control worker, and requires the company C to reply an inspection result.
After receiving the early warning, company C verifies the condition at the first time, and finds that no person is on duty due to unsmooth communication when the internal shift of the person on duty in the daily business hall is changed. Company C allocates other personnel of the power supply station in time, and the personnel arrive at post within 2 minutes, so that the major service risk of opening the door and operating at night is avoided.
The fourth embodiment: process management and control of short panel indicators
The problem that company short board indexes are business expansion installation is found by a comprehensive power supply service level evaluation system in 2018 in a quarter, and further the problems that the low-voltage average power connection time of a fourth-level factor of a company D and the low-voltage full-flow time limit ultrashort of a fourth-level factor of a company E are obvious and influence on the overall business expansion installation score is found. After the problem is positioned, generating a problem work order through the system, and sending the problem work order to two relevant problem responsible persons of the company for processing; the leader of the local company needs to make effective improvement measures and schemes and submit feedback in the system within a specified time limit; and the province company management personnel audit the related rectification results, retreats the places with problems and returns to the city, and archives the problem work order if no problem exists.
And 2018, the company short board indexes are still the problem of business expansion by second quarter measurement and calculation, the system can automatically compare and analyze the result with the previous result, the problem of low-voltage full-flow time limit ultrashort of the company E is found to be obviously improved, but the problem of low-voltage average power connection time of the company D is still outstanding, the previous correction measure does not play an effective role, risk early warning is carried out on the company D, and an early warning short message is sent to the chief manager of the company D and the relevant professional of the company in the city through a short message platform and is issued to an early warning work order in a marketing management system.
The office leader of the company D and the company in the market at the previous stage receive the early warning message and then timely go to the company D for on-site investigation and assistance, and establish a sound and complete business expansion tracking mechanism according to the relevant time limit requirements by standardizing the processing of the business expansion link, thereby effectively improving the business expansion level. In three quarters of 2018, the 'low-voltage average power connection time' of company D is improved by 10 times, and the power supply service level is obviously improved.
The omnibearing evaluation system integrates all factors influencing the result as best as possible, and a method for comprehensively calculating all indexes is used to avoid the appearance of single and unilateral results. Inaccurate evaluation results are avoided to the greatest extent by utilizing a continuous monitoring mode, the power supply service level of each unit is evaluated comprehensively and scientifically, management and evaluation of managers on all levels of units are facilitated, and final results of respective vigilance, mutual learning and common progress of all levels of units are achieved.
The method is characterized in that a client is used as a center, the major aspects of marketing, production, infrastructure and the like are covered, a big data analysis method is applied, all factors influencing service capacity are classified and collected, multi-level comprehensive evaluation factors of 3 first-level factors, 13 second-level factors and 34 third-level factors are formed, and a power supply service level comprehensive evaluation system organically integrating quantitative analysis and service connotation is constructed.
Secondly, a clustering analysis model is used for mining the factor clustering characteristics, and a scientific and reasonable factor scoring standard is formed by combining the business experience.
Thirdly, on the basis of massive marketing related data, a logistic regression model, a decision tree model, a hierarchical analysis model and an entropy weight discrimination model are applied, and weight coefficients of all levels of factors are determined through data mining.
And fourthly, the quality of the service process is comprehensively evaluated from regional dimensions of cities and counties and professional dimensions such as marketing, operation and maintenance, capital construction and the like, the service short board is accurately positioned, the problems of heavy index results and light service process management and control of basic units in the past are changed, and the treatment of both symptoms and root causes of the service problems is realized.
Claims (10)
1. A comprehensive evaluation system for evaluating a power supply service level, characterized by: the system comprises a factor management module, an evaluation data management module, an evaluation execution module, an evaluation result analysis module and an evaluation result application module which are communicated in sequence in data communication.
2. A comprehensive evaluation system for evaluating a power supply service level according to claim 1, characterized in that: the factor management module collects historical data of the four-level evaluation factors, and mining the clustering characteristics of the factors by using a big data clustering analysis model to form a scoring standard of the factors.
3. A comprehensive evaluation system for evaluating a power supply service level according to claim 2, characterized in that: the four-level evaluation factor generation process is as follows:
a multi-level comprehensive evaluation system of 3 first-level evaluation factors, 13 second-level evaluation factors and 34 third-level evaluation factors is formed through expert experience at the initial stage; the multi-level comprehensive evaluation system has the problems of heavy human factor intervention and inaccurate evaluation, 112 four-level evaluation factors are derived by introducing a big data entropy weight discriminant analysis algorithm, and 78 evaluation factors are finally reserved after data cleaning and processing; the four-level evaluation factor field survey 76 is similar to the newly added process evaluation information and is different from the original index evaluation.
4. A comprehensive evaluation system for evaluating a power supply service level according to claim 3, characterized in that: the factor management module comprises a factor management submodule, a factor evaluation standard submodule and a factor weight determination submodule, and each submodule can be manually added or corrected by a system administrator; the factor management module can set a fixed time limit to carry out big data analysis again, so that the dynamic adjustment of the factors is realized.
5. A comprehensive evaluation system for evaluating a power supply service level according to claim 4, characterized in that: the system data source comprises internal data and external data, wherein the internal data is used for extracting marketing service application, 95598 service support, an inspection monitoring platform, and relevant service and service data of a field acquisition harmony and video monitoring system, and the external data consists of public opinion monitoring and field scout and scout data;
the evaluation data management module sets a timing task for internal data, and automatically extracts data from other systems to a database of the system every day; for external data, two functions of manual entry and form import are provided, and a form entry format is set in the form import function, so that the intelligent data selection of the system is realized, and the functions of error prompt and additional entry are automatically prompted.
6. A comprehensive evaluation system for evaluating a power supply service level according to claim 5, characterized in that: and the evaluation execution module generates evaluation data according to the model calculation algorithm, sends the result to a formulation administrator for auditing and issuing, and the issued evaluation result is provided for a user to check.
7. A comprehensive evaluation system for evaluating a power supply service level according to claim 6, characterized in that: the evaluation result analysis module comprises a main interface, a unit analysis interface and an evaluation factor display interface, wherein the main interface displays the overall condition of indexes and company short board indexes; the unit analysis and evaluation factor interface displays the time, the unit and/or the factor in a graphic or detail mode through the button selection; refining unit dimensions to a power supply station or a business hall; the evaluation result analysis module further comprises an automatic generation function of an evaluation report.
8. A comprehensive evaluation system for evaluating a power supply service level according to claim 7, characterized in that: the evaluation result application module comprises short board index processing and risk early warning functions; based on the result data of the evaluation analysis module, a certain factor and a certain unit are positioned, a problem work order is generated and is issued to the responsible personnel of the specific unit, the related personnel make improvement measures and schemes and input and submit the rectification conditions in the system, and the management decision layer personnel check and file the rectification results to realize closed-loop management of the process.
9. A comprehensive evaluation system for evaluating a power supply service level according to claim 8, characterized in that: when the system is used for measuring and calculating the next time to generate an evaluation result, the system can perform comparative analysis on the last short board index, track whether the prior rectification measure is effective or not, and perform early warning if the problem is not effectively solved.
10. A comprehensive evaluation system for evaluating a power supply service level according to claim 9, characterized in that: risk problems screened out by the evaluation result application module and problems which are not effectively processed by short board indexes are evaluated by managers, the short message platform and the marketing management system are automatically triggered by the early warning function, the monitored problems are timely notified to local company personnel by short messages, and early warning work orders are made and sent out by the marketing management system.
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| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN111737296A (en) * | 2020-06-15 | 2020-10-02 | 中国建设银行股份有限公司 | Service processing method, device, equipment and storage medium |
| CN112015846B (en) * | 2020-10-16 | 2021-01-08 | 中国气象局气象探测中心 | Meteorological state comprehensive evaluation method and system based on data service platform |
| CN112990708A (en) * | 2021-03-16 | 2021-06-18 | 建信金融科技有限责任公司 | Government affair service evaluation processing method and system |
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