CN111080101A - AHP-based multi-dimensional evaluation method for service efficiency of power supply channel - Google Patents
AHP-based multi-dimensional evaluation method for service efficiency of power supply channel Download PDFInfo
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Abstract
The invention discloses a method for carrying out multidimensional evaluation on service efficiency of a power supply channel based on AHP, and belongs to the technical field of electric power. The existing evaluation scheme is mainly based on feeling and depending on experience, is not comprehensive, rigorous and scientific enough, and is easy to generate deviation. The invention provides a method for evaluating service performance of power supply channels based on basic data such as application rate, operation cost, service quality, resource allocation and the like of power supply channel services, which comprises the steps of carrying out quantitative analysis, induction and definition to form five key index systems of service capacity, customer perception, service benefit, application prospect and control quality, carrying out weighted summation calculation to output comprehensive evaluation scores of service performance of each power supply channel through an AHP (advanced high-performance packet) analytic hierarchy process, constructing an index radar map, enabling a decision maker to clearly observe the strength of each index of the same type of channel, analyzing reasons of the height of each item of data, facilitating the determination of an optimization channel target and the formulation of an optimization strategy; the scheme of the invention is comprehensive, rigorous and scientific, and is not easy to generate deviation.
Description
Technical Field
The invention relates to a multi-dimensional evaluation method for service efficiency of a power supply channel based on AHP, and belongs to the technical field of electric power.
Background
The online payment and transaction of electricity by customers also become a mainstream trend, certain impact is generated on the traditional physical business hall mode, and the contradiction of the business hall is increasingly prominent, such as service time, radiation range, service level and the like. The evaluation and positioning of the power supply channel service efficiency by a manager serving as the power supply service are mainly based on feeling and experience, are not comprehensive, strict and scientific, and are easy to generate deviation.
Disclosure of Invention
Aiming at the defects of the prior art, the invention aims to provide a method for evaluating the service efficiency of the power supply channel in multiple dimensions based on the AHP, which is based on the basic data of the service application rate, the operation cost, the service quality, the resource allocation and the like of the power supply channel, quantitatively analyzes, induces and defines five key index systems of the service capacity, the customer perception, the service benefit, the application prospect and the control quality, calculates and outputs the service efficiency comprehensive evaluation score of each power supply channel through the weighted summation of the AHP analytic hierarchy process, constructs an index radar map, enables a decision maker to clearly observe the strength of each index of the same type of channel, analyzes the reasons of the height of each item of data, is convenient to determine an optimization target channel, makes a scheme of an optimization strategy comprehensive, rigorous and scientific, and is not easy to generate deviation.
In order to achieve the purpose, the technical scheme of the invention is as follows:
a multi-dimensional evaluation method for service efficiency of a power supply channel based on AHP comprises the following steps:
firstly, collecting information data of power supply channels in aspects of investigation, operation, cost, prospect and the like, and establishing a power supply channel index database;
secondly, forming a power supply channel service efficiency index system with service capability, customer perception, service benefits, application prospects and control quality as five key indexes, and determining the secondary indexes and the tertiary indexes of the power supply channel;
thirdly, analyzing and quantifying three-level index data such as the application rate, the operation cost, the service quality, the resource allocation and the like of the power supply channel service by using a mathematical statistics method and a data mining technology by using big data analysis methods such as a first-second method, a weighted average method and the like;
fourthly, constructing a judgment matrix according to an AHP (analytic hierarchy process) model, calculating a weight vector, and calculating the evaluation score of each channel by discretizing and weighting the indexes;
and fifthly, constructing a radar map of a payment channel and a business handling channel, and clearly showing the strength of each dimension index of the power supply service channel.
The invention provides a method for evaluating service performance of power supply channels based on basic data such as application rate, operation cost, service quality, resource allocation and the like of power supply channel services, which comprises the steps of carrying out quantitative analysis, induction and definition to form five key index systems of service capacity, customer perception, service benefit, application prospect and control quality, carrying out weighted summation calculation to output comprehensive evaluation scores of service performance of each power supply channel through an AHP (advanced high-performance packet) analytic hierarchy process, constructing an index radar map, enabling a decision maker to clearly observe the strength of each index of the same type of channel, analyzing reasons of the height of each item of data, facilitating the determination of an optimization channel target and the formulation of an optimization strategy; the scheme of the invention is comprehensive, rigorous and scientific, and is not easy to generate deviation.
As a preferable technical measure:
the first step is as follows: establishing a power supply channel index database comprising data processing, data integration, data cleaning, data conversion and data protocols;
data processing: the method aims to process various dirty data in a corresponding mode to obtain standard, clean and continuous data, and provides the standard, clean and continuous data for data statistics, data mining and the like;
data integration: the data collection is respectively from 4 channels of a marketing data basic platform, a shared data platform, social research, expert research and the like, and all data are collected together;
data cleaning: the social research is released through an online channel, the release range is determined, and invalid data are removed;
data conversion: a process of converting data from one format to another; the degrees of words such as "satisfactory", "general" and "unsatisfactory" are expressed numerically and quantitatively;
data specification: due to different data sources, the data of each variable in the data set may have different dimensions, which affects the data analysis result, so that the data is simplified and expressed, but the same analysis result can be generated.
As a preferable technical measure:
and in the second step, five key index systems:
service capability: acquiring service ability perception of a customer for each channel through aspects of service duration, service jurisdictions, service functions, service customer groups and the like;
customer perception: acquiring the service perception satisfaction of the customer for each channel through indexes such as customer expectation, service quality perception, information quality perception, handling quality perception and customer satisfaction;
service benefits are as follows: evaluating the service benefits of the channel through the aspects of operation and maintenance cost, capital and time value and the like;
the application prospect is as follows: evaluating the application prospect through the aspects of flow rate increase, function expansibility, replaceability, brand value, customer value and the like;
controlling quality: evaluating the management and control quality through the aspects of smoothness of communication, timeliness of communication, the coordination degree of communication, the safety management level, the emergency management level and the like;
the service efficiency of the power supply channel is brought into a target layer to serve as a decision target, the service capability, the customer perception, the service benefit, the application prospect and the control quality are brought into a criterion layer, and each subentry index is respectively brought into a scheme layer to form a hierarchical analysis structure.
As a preferable technical measure:
the fourth step is as follows: from the criterion layer of the hierarchical structure model, adopting a pairwise comparison method to construct pairwise comparison arrays for all factors of the same layer belonging to each dimension of the previous layer until the lowest layer; taking five dimensions in a channel service efficiency evaluation index system as criterion layer evaluation scales, and taking each subentry dimension index as a scheme layer evaluation scale;
and (3) value specification: if the importance of the two indexes is between the two evaluation grades, taking a middle score; if the index i has a score value relative to the index j, the score value of the index j relative to the index i is the reciprocal of the index j; the indexes of the same level are compared pairwise to determine the relative importance of the indexes, if the importance of the two indexes is equivalent, the value is 1, if the former is slightly more important than the latter, the value is 3, and if the former is slightly less important than the latter, the value is 1/3, and similarly, if the former is more important than the latter, the value is 5, if the former is very important, the value is 7, and if the former is absolutely important, the value is 9.
As a preferable technical measure:
calculating weight vectors and carrying out consistency check; calculating a maximum characteristic root and a corresponding characteristic vector for each pairwise comparison array, and performing consistency check by using a consistency index, a random consistency index and a consistency ratio; if the verification is passed, the feature vector is a weight vector; if not, the comparison matrix needs to be reconstructed.
As a preferable technical measure:
consistency index formula:
lambda is the maximum characteristic root of the matrix, and n is the order of the matrix, namely 5; when CI is 0, a is consistent; the larger the CI, the greater the severity of the inconsistency of A;
consistency ratio formula:
RI is a random consistency index;
CI is a consistency index; generally, when CR < 0.10, the decision matrix is considered to have satisfactory consistency; when CR is more than or equal to 0.10, the judgment matrix is adjusted until the judgment matrix is satisfied.
As a preferable technical measure:
the fifth step is as follows: and (3) outputting a model:
outputting the weight of the scheme layer: calculating each level and index weight of each group of indexes through an AHP level analysis model and a specialist method;
and outputting the weight of the sub-scheme layer: and (4) calculating the weight of each sub-scheme layer by combining the importance of each expert on each sub-scheme layer index.
As a preferable technical measure:
and (3) outputting the model score: distributing the performance condition of the indexes in 0-100 points, determining a score interval by an equal division threshold judgment method, calculating and summing the scores of all dimensions according to the weight of the indexes of the sub-scheme layer obtained in the last step, and finally outputting a channel service efficiency evaluation score;
outputting a radar chart: a multidimensional evaluation model is constructed for the service efficiency of a power supply channel by adopting an analytic hierarchy process, the channel is divided into a channel with a business handling function and a channel with a payment function, and radar maps with five system indexes are respectively formed, so that a decision maker can clearly observe the strength of each index of the channel with the same type, analyze the reasons of the height of each item of data, determine an optimization channel target and make an optimization strategy.
The invention establishes a unified, systematic and scientific evaluation method, carries out multidimensional evaluation on the power supply channel service, and the power supply service manager can clearly see the strength of each index of the channels of the same type at a glance according to the evaluation score, so that a reliable basis can be more scientifically and objectively provided for the accurate investment of company channel construction by analyzing the height of each index data; meanwhile, the customer satisfaction is improved, and the purposes of cost reduction and efficiency improvement are achieved.
As a preferable technical measure: the company channel construction comprises: improving the off-line channel experience level;
aiming at the area which mainly reflects the inconvenience of the long distance of the business hall, the system appropriately resides in a third-party cooperative service network or utilizes an unmanned self-service hall on the basis of feasibility, and the radiation range of various service channels is expanded;
the business time structure and the number of business handling windows are adjusted according to the passenger flow and business handling personnel, and the service time is more flexible if the forms of home service, telephone newspaper and the like are adopted;
the online service is popularized vigorously, the service handling process is simplified, online service declaration preprocessing is adopted, the client is operated in one step when arriving at the site, and the service handling efficiency is improved;
aiming at the region with poor customer perception which is reflected in a key way, the customer experience line and experience contents (diversified power product experience and the like) of the offline channel are optimized, and the experience perception and satisfaction of the customer to the offline service channel are improved.
As a preferable technical measure: the company channel construction further comprises: enhancing the accurate service level of the online channel;
the online APP human-computer interface friendliness is improved, more business handling is supported, and information query is quick and complete, such as query of monthly electricity bills, daily electricity bills and real-time electricity bills;
the power utilization information, especially the power failure information, is pushed in time, and the power utilization customers are ensured to obtain the information in time by adopting multiple ways of short messages, APP and the like;
customer stickiness is increased for own online channels (palm electric power APP and the like), preferential activities of electricity charge reduction or electricity product purchase can be pushed out, and accurate marketing is carried out by utilizing customer information.
Compared with the prior art, the invention has the following beneficial effects:
the comprehensive evaluation method is based on an analytic hierarchy process, and a comprehensive evaluation index system of the service efficiency of the power supply channel is constructed, wherein the comprehensive evaluation index system comprises a criterion layer, a scheme layer and a sub-scheme layer, and the index system comprises 3-level indexes.
And then, a pair comparison matrix is constructed by comparing the indexes of the criterion layer and the indexes of the scheme layer in the transverse level, weight vectors are calculated, consistency check is carried out, and finally an effective judgment matrix is obtained. And standardizing the score value of the expert importance, calculating to obtain the weight of the sub-scheme layer, determining a score interval by using an equal-score threshold judgment method, calculating the weight weighted sum of indexes of each layer according to an AHP layer analysis model and an expert method, and finally obtaining an evaluation result.
The method collects data such as service capability, customer perception, service benefits, application prospects and control quality of multiple channels, combines qualitative and quantitative analysis, subjective and objective analysis, and can well reflect the strength of each index of the channels of the same type through AHP hierarchical analysis model results.
The method constructs the index radar map, so that a decision maker can clearly observe the strength of each index of channels of the same type, analyze the reason of the height of each item of data, conveniently determine an optimization channel target and make an optimization strategy; the scheme of the invention is comprehensive, rigorous and scientific, and is not easy to generate deviation.
Drawings
FIG. 1 is a schematic flow diagram of the present invention;
FIG. 2 is a model flow diagram of the present invention;
FIG. 3 is a data processing diagram of the present invention;
FIG. 4 is a schematic diagram of a hierarchical analytical model framework according to the present invention;
FIG. 5 is an exemplary graph of a computational model score according to the present invention;
FIG. 6 is a comparison radar chart of business transaction channels of the present invention;
FIG. 7 comparing radar plots for billing channels according to the present invention.
Detailed Description
In order to make the objects, technical solutions and advantages of the present invention more apparent, the present invention is described in further detail below with reference to the accompanying drawings and embodiments. It should be understood that the specific embodiments described herein are merely illustrative of the invention and are not intended to limit the invention.
On the contrary, the invention is intended to cover alternatives, modifications, equivalents and alternatives which may be included within the spirit and scope of the invention as defined by the appended claims. Furthermore, in the following detailed description of the present invention, certain specific details are set forth in order to provide a better understanding of the present invention. It will be apparent to one skilled in the art that the present invention may be practiced without these specific details.
As shown in the figure, the first and second,
a multi-dimensional evaluation method for service efficiency of a power supply channel based on AHP comprises the following steps:
firstly, collecting information data of power supply channels in aspects of investigation, operation, cost, prospect and the like, and establishing a power supply channel index database;
secondly, forming a power supply channel service efficiency index system with service capability, customer perception, service benefits, application prospects and control quality as five key indexes, and determining the secondary indexes and the tertiary indexes of the power supply channel; as shown in table 1:
TABLE 1 hierarchical structure of service efficiency evaluation indexes of power supply channel
Thirdly, analyzing and quantifying three-level index data such as the application rate, the operation cost, the service quality, the resource allocation and the like of the power supply channel service by using a mathematical statistics method and a data mining technology by using big data analysis methods such as a first-second method, a weighted average method and the like;
fourthly, constructing a judgment matrix according to an AHP (analytic hierarchy process) model, calculating a weight vector, and calculating the evaluation score of each channel by discretizing and weighting the indexes;
and fifthly, constructing a radar map of a payment channel and a business handling channel, and clearly showing the strength of each dimension index of the power supply service channel.
The invention provides a method for evaluating service performance of power supply channels based on basic data such as application rate, operation cost, service quality, resource allocation and the like of power supply channel services, which comprises the steps of carrying out quantitative analysis, induction and definition to form five key index systems of service capacity, customer perception, service benefit, application prospect and control quality, carrying out weighted summation calculation to output comprehensive evaluation scores of service performance of each power supply channel through an AHP (advanced high-performance packet) analytic hierarchy process, constructing an index radar map, enabling a decision maker to clearly observe the strength of each index of the same type of channel, analyzing reasons of the height of each item of data, facilitating the determination of an optimization channel target and the formulation of an optimization strategy; the scheme of the invention is comprehensive, rigorous and scientific, and is not easy to generate deviation.
Example of the present invention for analyzing evaluation objects:
the invention relates to a method for combing 12 power channel services in Zhejiang province as analysis and evaluation objects based on customer demands, which is respectively used for POS machine charging, online banking, electronic collection, bank withholding, bank counter, WeChat, Paibao, rechargeable card, self-service equipment, palm power, 95598 power supply service hotline and power supply business hall, and relates to online, offline, manual, self-service and other service modes.
The embodiment of the invention for acquiring the basic data of the power channel comprises the following steps:
customer questionnaire investigation: the method adopts an on-line questionnaire survey mode, questionnaires are issued for social groups of different genders, academic calendars, ages and work types in the whole Zhejiang province, and the effective sample number of the collected questionnaires after pretreatment is 5716.
Delphih method (expert research): based on the authority of the service evaluation of the power channel, research is carried out on services and service experts in each professional field of Zhejiang province, and 40 effective samples are collected in total.
Multi-platform data acquisition: and acquiring basic data such as operation cost, resource allocation and the like through a marketing data basic platform, a shared data platform and external system data.
The invention establishes a concrete embodiment of the database:
the first step is as follows: establishing a power supply channel index database comprising data processing, data integration, data cleaning, data conversion and data protocols;
data processing: the method aims to process various dirty data in a corresponding mode to obtain standard, clean and continuous data, and provides the standard, clean and continuous data for data statistics, data mining and the like;
data integration: the data collection is respectively from 4 channels of a marketing data basic platform, a shared data platform, social research, expert research and the like, and all data are collected together;
data cleaning: the social research is released through an online channel, the release range is determined, and invalid data are removed; putting in Zhejiang province, collecting 5804 questionnaires, rejecting users in different regions, filling questionnaires for less than 120 seconds and collecting 5716 effective samples;
data conversion: a process of converting data from one format to another; the degrees of words such as "satisfactory", "general" and "unsatisfactory" are expressed numerically and quantitatively;
data specification: due to different data sources, the data of each variable in the data set may have different dimensions, which affects the data analysis result, so that the data is simplified and expressed, but the same analysis result can be generated.
The invention relates to a specific embodiment of a five-key index system, which comprises the following steps:
and in the second step, five key index systems:
service capability: acquiring service ability perception of a customer for each channel through aspects of service duration, service jurisdictions, service functions, service customer groups and the like;
customer perception: acquiring the service perception satisfaction of the customer for each channel through indexes such as customer expectation, service quality perception, information quality perception, handling quality perception and customer satisfaction;
service benefits are as follows: evaluating the service benefits of the channel through the aspects of operation and maintenance cost, capital and time value and the like;
the application prospect is as follows: evaluating the application prospect through the aspects of flow rate increase, function expansibility, replaceability, brand value, customer value and the like;
controlling quality: evaluating the management and control quality through the aspects of smoothness of communication, timeliness of communication, the coordination degree of communication, the safety management level, the emergency management level and the like;
the service efficiency of the power supply channel is brought into a target layer to serve as a decision target, the service capability, the customer perception, the service benefit, the application prospect and the control quality are brought into a criterion layer, and each subentry index is respectively brought into a scheme layer to form a hierarchical analysis structure.
The invention establishes a specific embodiment of a hierarchical structure model:
the fourth step is as follows: from the criterion layer of the hierarchical structure model, adopting a pairwise comparison method to construct pairwise comparison arrays for all factors of the same layer belonging to each dimension of the previous layer until the lowest layer; taking five dimensions in a channel service efficiency evaluation index system as criterion layer evaluation scales, and taking each subentry dimension index as a scheme layer evaluation scale; the evaluation scale is shown in Table 2.
TABLE 2 evaluation ruler-chart
| Rating of evaluation | Score value |
| Absolute minor | 1/9 |
| Very minor | 1/7 |
| Of minor comparison | 1/5 |
| Slightly less important | 1/3 |
| Of equal importance | 1 |
| Of slight importance | 3 |
| Of greater importance | 5 |
| Of great importance | 7 |
| Of absolute importance | 9 |
And (3) value specification: if the importance of the two indexes is between the two evaluation grades, taking a middle score; if the index i has a score value relative to the index j, the score value of the index j relative to the index i is the reciprocal of the index j; the indexes of the same level are compared pairwise to determine the relative importance of the indexes, if the importance of the two indexes is equivalent, the value is 1, if the former is slightly more important than the latter, the value is 3, and if the former is slightly less important than the latter, the value is 1/3, and similarly, if the former is more important than the latter, the value is 5, if the former is very important, the value is 7, and if the former is absolutely important, the value is 9.
The invention calculates the weight vector and carries out a specific embodiment of consistency check:
calculating weight vectors and carrying out consistency check; calculating a maximum characteristic root and a corresponding characteristic vector for each pairwise comparison array, and performing consistency check by using a consistency index, a random consistency index and a consistency ratio; if the verification is passed, the feature vector is a weight vector; if not, the comparison matrix needs to be reconstructed.
One specific embodiment of the present invention:
consistency index formula:
lambda is the maximum characteristic root of the matrix, and n is the order of the matrix, namely 5; when CI is 0, a is consistent; the larger the CI, the greater the severity of the inconsistency of A;
consistency ratio formula:
RI is a random consistency index; the value ranges are shown in Table 3.
CI is a consistency index; generally, when CR < 0.10, the decision matrix is considered to have satisfactory consistency; when CR is more than or equal to 0.10, the judgment matrix is adjusted until the judgment matrix is satisfied.
TABLE 3 values of the average random consistency index RI
By applying the AHP analytic hierarchy process, the consistency ratio of each layer is obtained through calculation. As shown in table 4, the consistency ratio CR values of the solution layer judgment matrices are all less than 0.1, and meanwhile, the consistency ratio CR value of the criterion layer judgment matrix is 0.0441, and is also less than 0.1, so that the judgment matrices have consistency, and the hierarchical single ordering is effective.
Table 4 table of consistency test results
| Layer of criteria | Uniformity CR value |
| Channel efficiency evaluation index | 0.0441 |
| Scheme layer | Uniformity CR value |
| Service capability | 0.0156 |
| Customer perception | 0.0113 |
| Benefits of service | 0.0000 |
| Application prospect | 0.0000 |
| Quality of control | 0.0000 |
The invention carries out a specific embodiment of model output:
and (3) outputting a model:
outputting the weight of the scheme layer: calculating each level and index weight of each group of indexes through an AHP level analysis model and a specialist method; as in table 5.
TABLE 5 scheme layer weight details
And outputting the weight of the sub-scheme layer: and (4) calculating the weight of each sub-scheme layer by combining the importance of each expert on each sub-scheme layer index. The importance scores are referenced in table 6.
TABLE 6 sub-scheme layer weight details
| Description of degree of importance | Quantized value |
| Of general importance | 1 |
| Of slight importance | 3 |
| Of greater importance | 5 |
| Of strong importance | 7 |
| Of extreme importance | 9 |
Taking service time in a scheme layer as an example, importance quantization values of daily service time satisfaction degree and annual service time satisfaction degree are 7: 5, and after a proportion of a zoom importance quantization value is rounded to 6: 4, sub-scheme indexes are respectively calculated. See table 7 for details.
TABLE 7 sub-scheme layer weight details
And (3) outputting the model score: distributing the performance condition of the indexes in 0-100 points, determining a score interval by an equal division threshold judgment method, calculating and summing the scores of all dimensions according to the weight of the indexes of the sub-scheme layer obtained in the last step, and finally outputting a channel service efficiency evaluation score;
outputting a radar chart: a multidimensional evaluation model is constructed for the service efficiency of a power supply channel by adopting an analytic hierarchy process, the channel is divided into a channel with a business handling function and a channel with a payment function, and radar maps with five system indexes are respectively formed, so that a decision maker can clearly observe the strength of each index of the channel with the same type, analyze the reasons of the height of each item of data, determine an optimization channel target and make an optimization strategy.
The invention establishes a unified, systematic and scientific evaluation method, carries out multidimensional evaluation on the power supply channel service, and the power supply service manager can clearly see the strength of each index of the channels of the same type at a glance according to the evaluation score, so that a reliable basis can be more scientifically and objectively provided for the accurate investment of company channel construction by analyzing the height of each index data; meanwhile, the customer satisfaction is improved, and the purposes of cost reduction and efficiency improvement are achieved.
The invention discloses a concrete embodiment of company channel construction: the company channel construction comprises: the off-line channel experience level is improved, and the on-line channel accurate service level is enhanced.
Promoting off-line channel experience level: aiming at the area which mainly reflects the inconvenience of the long distance of the business hall, the system appropriately resides in a third-party cooperative service network or utilizes an unmanned self-service hall on the basis of feasibility, and the radiation range of various service channels is expanded;
the business time structure and the number of business handling windows are adjusted according to the passenger flow and business handling personnel, and the service time is more flexible if the forms of home service, telephone newspaper and the like are adopted;
the online service is popularized vigorously, the service handling process is simplified, online service declaration preprocessing is adopted, the client is operated in one step when arriving at the site, and the service handling efficiency is improved;
aiming at the region with poor customer perception which is reflected in a key way, the customer experience line and experience contents (diversified power product experience and the like) of the offline channel are optimized, and the experience perception and satisfaction of the customer to the offline service channel are improved.
Strengthen the accurate service level of online channel: the online APP human-computer interface friendliness is improved, more business handling is supported, and information query is quick and complete, such as query of monthly electricity bills, daily electricity bills and real-time electricity bills;
the power utilization information, especially the power failure information, is pushed in time, and the power utilization customers are ensured to obtain the information in time by adopting multiple ways of short messages, APP and the like;
customer stickiness is increased for own online channels (palm electric power APP and the like), preferential activities of electricity charge reduction or electricity product purchase can be pushed out, and accurate marketing is carried out by utilizing customer information.
The above description is only for the purpose of illustrating the preferred embodiments of the present invention and is not to be construed as limiting the invention, and any modifications, equivalents and improvements made within the spirit and principle of the present invention are intended to be included within the scope of the present invention.
Claims (10)
1. A multi-dimensional evaluation method for service performance of power supply channel based on AHP is characterized in that,
firstly, collecting information data of power supply channels in aspects of investigation, operation, cost, prospect and the like, and establishing a power supply channel index database;
secondly, forming a power supply channel service efficiency index system with service capability, customer perception, service benefits, application prospects and control quality as five key indexes, and determining the secondary indexes and the tertiary indexes of the power supply channel;
thirdly, analyzing and quantifying three-level index data such as the application rate, the operation cost, the service quality, the resource allocation and the like of the power supply channel service by using a mathematical statistics method and a data mining technology by using big data analysis methods such as a first-second method, a weighted average method and the like;
fourthly, constructing a judgment matrix according to an AHP (analytic hierarchy process) model, calculating a weight vector, and calculating the evaluation score of each channel by discretizing and weighting the indexes;
and fifthly, constructing a radar map of a payment channel and a business handling channel, and showing the strength of each dimension index of the power supply service channel.
2. The method as claimed in claim 1, wherein the AHP-based multi-dimensional evaluation of service performance of the power supply channel,
the first step is as follows: establishing a power supply channel index database comprising data processing, data integration, data cleaning, data conversion and data protocols;
data processing: the method aims to process various dirty data in a corresponding mode to obtain standard, clean and continuous data, and provides the standard, clean and continuous data for data statistics, data mining and the like;
data integration: the data collection is respectively from 4 channels of a marketing data basic platform, a shared data platform, social research, expert research and the like, and all data are collected together;
data cleaning: the social research is released through an online channel, the release range is determined, and invalid data are removed;
data conversion: a process of converting data from one format to another;
data specification: due to different data sources, the data of each variable in the data set may have different dimensions, which affects the data analysis result, so that the data is simplified and expressed, but the same analysis result can be generated.
3. The method as claimed in claim 1, wherein the AHP-based multi-dimensional evaluation of service performance of the power supply channel,
and in the second step, five key index systems:
service capability: acquiring service ability perception of a customer for each channel through aspects of service duration, service jurisdictions, service functions, service customer groups and the like;
customer perception: acquiring the service perception satisfaction of the customer for each channel through indexes such as customer expectation, service quality perception, information quality perception, handling quality perception and customer satisfaction;
service benefits are as follows: evaluating the service benefits of the channel through the aspects of operation and maintenance cost, capital and time value and the like;
the application prospect is as follows: evaluating the application prospect through the aspects of flow rate increase, function expansibility, replaceability, brand value, customer value and the like;
controlling quality: evaluating the management and control quality through the aspects of smoothness of communication, timeliness of communication, the coordination degree of communication, the safety management level, the emergency management level and the like;
the service efficiency of the power supply channel is brought into a target layer to serve as a decision target, the service capability, the customer perception, the service benefit, the application prospect and the control quality are brought into a criterion layer, and each subentry index is respectively brought into a scheme layer to form a hierarchical analysis structure.
4. The method as claimed in claim 1, wherein the AHP-based multi-dimensional evaluation of service performance of the power supply channel,
the fourth step is as follows: from the criterion layer of the hierarchical structure model, adopting a pairwise comparison method to construct pairwise comparison arrays for all factors of the same layer belonging to each dimension of the previous layer until the lowest layer; taking five dimensions in a channel service efficiency evaluation index system as criterion layer evaluation scales, and taking each subentry dimension index as a scheme layer evaluation scale;
and (3) value specification: if the importance of the two indexes is between the two evaluation grades, taking a middle score; if the index i has a score value relative to the index j, the score value of the index j relative to the index i is the reciprocal of the index j; the indexes of the same level are compared pairwise to determine the relative importance of the indexes, if the importance of the two indexes is equivalent, the value is 1, if the former is slightly more important than the latter, the value is 3, and if the former is slightly less important than the latter, the value is 1/3, and similarly, if the former is more important than the latter, the value is 5, if the former is very important, the value is 7, and if the former is absolutely important, the value is 9.
5. The method as claimed in claim 4, wherein the AHP-based multi-dimensional evaluation of service performance of the power supply channel,
calculating weight vectors and carrying out consistency check; calculating a maximum characteristic root and a corresponding characteristic vector for each pairwise comparison array, and performing consistency check by using a consistency index, a random consistency index and a consistency ratio; if the verification is passed, the feature vector is a weight vector; if not, the comparison matrix needs to be reconstructed.
6. The method as claimed in claim 5, wherein the AHP-based multi-dimensional evaluation of service performance of the power supply channel,
consistency index formula:
lambda is the maximum characteristic root of the matrix, and n is the order of the matrix, namely 5; when CI is 0, A is oneSo that; the larger the CI, the greater the severity of the inconsistency of A;
consistency ratio formula:
RI is a random consistency index;
CI is a consistency index; generally, when CR < 0.10, the decision matrix is considered to have satisfactory consistency; when CR is more than or equal to 0.10, the judgment matrix is adjusted until the judgment matrix is satisfied.
7. The method as claimed in any one of claims 1-6, wherein the AHP-based multi-dimensional evaluation of service performance of the power supply channel,
the fifth step is as follows: and (3) outputting a model:
outputting the weight of the scheme layer: calculating each level and index weight of each group of indexes through an AHP level analysis model and a specialist method;
and outputting the weight of the sub-scheme layer: and (4) calculating the weight of each sub-scheme layer by combining the importance of each expert on each sub-scheme layer index.
8. The method of claim 7 wherein the AHP-based multidimensional evaluation of service performance of the power channel,
and (3) outputting the model score: distributing the performance condition of the indexes in 0-100 points, determining a score interval by an equal division threshold judgment method, calculating and summing the scores of all dimensions according to the weight of the indexes of the sub-scheme layer obtained in the last step, and finally outputting a channel service efficiency evaluation score;
outputting a radar chart: a multidimensional evaluation model is constructed for the service efficiency of a power supply channel by adopting an analytic hierarchy process, the channel is divided into a channel with a business handling function and a channel with a payment function, and radar maps with five system indexes are respectively formed, so that a decision maker can clearly observe the strength of each index of the channel with the same type, analyze the reasons of the height of each item of data, determine an optimization channel target and make an optimization strategy.
9. The method of claim 8, wherein the company channel construction comprises: improving the off-line channel experience level;
aiming at the area which mainly reflects the inconvenience of the long distance of the business hall, the system appropriately resides in a third-party cooperative service network or utilizes an unmanned self-service hall on the basis of feasibility, and the radiation range of various service channels is expanded;
adjusting the business time structure and the number of business handling windows according to the passenger flow and business handling personnel;
the online service is popularized vigorously, the service handling process is simplified, online service declaration pretreatment is adopted, and the client is operated in one step when arriving;
and optimizing the experience trend and experience content of the off-line channel aiming at the region with the emphasis on reflecting the poor perception of the customer.
10. The method of claim 9, wherein the company channel construction further comprises: enhancing the accurate service level of the online channel;
the online APP human-computer interface friendliness is improved, more service handling is supported, and information query is quick and complete;
the power utilization information, especially the power failure information, is pushed in time, and the power utilization customers are ensured to obtain the information in time by adopting multiple ways of short messages, APP and the like;
customer stickiness is increased for own online channels, preferential activities of electricity charge reduction or electricity product purchase can be promoted, and customer information is utilized for accurate marketing.
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