CN114118762A - Service monitoring and risk prediction closed-loop method based on power grid marketing management - Google Patents
Service monitoring and risk prediction closed-loop method based on power grid marketing management Download PDFInfo
- Publication number
- CN114118762A CN114118762A CN202111384993.3A CN202111384993A CN114118762A CN 114118762 A CN114118762 A CN 114118762A CN 202111384993 A CN202111384993 A CN 202111384993A CN 114118762 A CN114118762 A CN 114118762A
- Authority
- CN
- China
- Prior art keywords
- monitoring
- work order
- risk
- service
- function
- Prior art date
- Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
- Pending
Links
- 238000012544 monitoring process Methods 0.000 title claims abstract description 143
- 238000000034 method Methods 0.000 title claims abstract description 50
- 238000012423 maintenance Methods 0.000 claims abstract description 66
- 238000012545 processing Methods 0.000 claims abstract description 50
- 238000005457 optimization Methods 0.000 claims abstract description 46
- 230000008569 process Effects 0.000 claims abstract description 21
- 238000004458 analytical method Methods 0.000 claims abstract description 17
- 238000009826 distribution Methods 0.000 claims abstract description 12
- 238000007619 statistical method Methods 0.000 claims abstract description 12
- 230000008439 repair process Effects 0.000 claims description 9
- 238000003860 storage Methods 0.000 claims description 3
- 230000009466 transformation Effects 0.000 claims description 3
- 230000001143 conditioned effect Effects 0.000 claims description 2
- 238000012552 review Methods 0.000 claims description 2
- 230000004044 response Effects 0.000 claims 1
- 238000007726 management method Methods 0.000 description 12
- 238000002360 preparation method Methods 0.000 description 7
- 238000012216 screening Methods 0.000 description 5
- 238000004891 communication Methods 0.000 description 3
- 238000009795 derivation Methods 0.000 description 3
- 230000008676 import Effects 0.000 description 3
- 230000000694 effects Effects 0.000 description 2
- 230000003203 everyday effect Effects 0.000 description 2
- 230000000977 initiatory effect Effects 0.000 description 2
- 238000012550 audit Methods 0.000 description 1
- 230000006399 behavior Effects 0.000 description 1
- 230000009286 beneficial effect Effects 0.000 description 1
- 230000008901 benefit Effects 0.000 description 1
- 230000005540 biological transmission Effects 0.000 description 1
- 230000008859 change Effects 0.000 description 1
- 238000012790 confirmation Methods 0.000 description 1
- 238000005315 distribution function Methods 0.000 description 1
- 230000005611 electricity Effects 0.000 description 1
- 238000005516 engineering process Methods 0.000 description 1
- 238000011156 evaluation Methods 0.000 description 1
- 230000014509 gene expression Effects 0.000 description 1
- 238000012986 modification Methods 0.000 description 1
- 230000004048 modification Effects 0.000 description 1
- 238000013439 planning Methods 0.000 description 1
Classifications
-
- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q10/00—Administration; Management
- G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
- G06Q10/063—Operations research, analysis or management
- G06Q10/0635—Risk analysis of enterprise or organisation activities
-
- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q10/00—Administration; Management
- G06Q10/04—Forecasting or optimisation specially adapted for administrative or management purposes, e.g. linear programming or "cutting stock problem"
-
- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q10/00—Administration; Management
- G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
- G06Q10/063—Operations research, analysis or management
- G06Q10/0639—Performance analysis of employees; Performance analysis of enterprise or organisation operations
- G06Q10/06395—Quality analysis or management
-
- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q10/00—Administration; Management
- G06Q10/20—Administration of product repair or maintenance
-
- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q50/00—Information and communication technology [ICT] specially adapted for implementation of business processes of specific business sectors, e.g. utilities or tourism
- G06Q50/06—Energy or water supply
-
- Y—GENERAL TAGGING OF NEW TECHNOLOGICAL DEVELOPMENTS; GENERAL TAGGING OF CROSS-SECTIONAL TECHNOLOGIES SPANNING OVER SEVERAL SECTIONS OF THE IPC; TECHNICAL SUBJECTS COVERED BY FORMER USPC CROSS-REFERENCE ART COLLECTIONS [XRACs] AND DIGESTS
- Y02—TECHNOLOGIES OR APPLICATIONS FOR MITIGATION OR ADAPTATION AGAINST CLIMATE CHANGE
- Y02P—CLIMATE CHANGE MITIGATION TECHNOLOGIES IN THE PRODUCTION OR PROCESSING OF GOODS
- Y02P90/00—Enabling technologies with a potential contribution to greenhouse gas [GHG] emissions mitigation
- Y02P90/80—Management or planning
Landscapes
- Business, Economics & Management (AREA)
- Human Resources & Organizations (AREA)
- Engineering & Computer Science (AREA)
- Economics (AREA)
- Strategic Management (AREA)
- Entrepreneurship & Innovation (AREA)
- Theoretical Computer Science (AREA)
- Marketing (AREA)
- Tourism & Hospitality (AREA)
- Physics & Mathematics (AREA)
- General Business, Economics & Management (AREA)
- General Physics & Mathematics (AREA)
- Development Economics (AREA)
- Quality & Reliability (AREA)
- Operations Research (AREA)
- Game Theory and Decision Science (AREA)
- Educational Administration (AREA)
- Health & Medical Sciences (AREA)
- Public Health (AREA)
- General Health & Medical Sciences (AREA)
- Water Supply & Treatment (AREA)
- Primary Health Care (AREA)
- Management, Administration, Business Operations System, And Electronic Commerce (AREA)
Abstract
The invention discloses a service monitoring and risk prediction closed-loop method based on power grid marketing management, and relates to the technical field of power grid marketing, wherein the method comprises the steps of S1, work order optimization, S2, service monitoring processing, S3, statistical analysis, S4 and service scheduling optimization. According to the service monitoring and risk prediction closed-loop method based on power grid marketing management, work order distribution and system flow can be optimized through a work order optimization step and a service scheduling optimization step, data can be transmitted to a server in the process of processing the work orders through the work order optimization step, the stability of work order distribution can be achieved through analysis of a statistical analysis step and monitoring processing of the service monitoring processing step, meanwhile, data distributed by the work orders can be read and analyzed through the service monitoring processing step, risks can be found at the first time through a work order time limit maintenance function, a risk event maintenance function and a risk event monitoring function, and therefore good closed-loop of service monitoring and risk prediction can be achieved.
Description
Technical Field
The invention relates to the technical field of power grid marketing, in particular to a service monitoring and risk prediction closed-loop method based on power grid marketing management.
Background
The power grid marketing is also called power marketing, the power grid marketing is that a power enterprise is in a changing market environment, and aims to meet the power consumption requirements of people, through a series of business activities related to the market of the power enterprise, power products and corresponding services meeting the consumption requirements are provided, so that the goal of the enterprise is realized, the essence of the power marketing is to adjust the requirement level and the requirement time of the power market, the requirement of reasonable power utilization of users is met with good service quality, the mutual coordination between power supply and demand is realized, the cooperative partner relationship between the power enterprise and the users is established, the users are prompted to actively change consumption behaviors and power utilization modes, the power utilization efficiency is improved, and the benefit of the enterprise is increased.
Service monitoring and risk prediction of power grid marketing management in the market cannot form a good closed loop, so that the effects of service monitoring and risk prediction in power grid marketing are poor.
Disclosure of Invention
The invention aims to provide a service monitoring and risk prediction closed-loop method based on power grid marketing management, so as to solve the problems in the background technology.
In order to achieve the purpose, the invention provides the following technical scheme: a service monitoring and risk prediction closed-loop method based on power grid marketing management comprises the following operation steps:
s1, work order optimization:
the work order optimization comprises the following steps: the method comprises the following functions of intelligent order dispatching maintenance, secondary order dispatching maintenance, work order auxiliary information filling, structured field exporting, delay flow optimization, short message automatic return visit, unreasonable appeal case base, service treatment application, text review process supervision query supervision, follow-up tracking flow optimization, 12345 offline work order importing function, WeChat one-key fault reporting result, comprehensive platform area management and the like.
S2, service monitoring:
the service monitoring process includes: the system comprises the functions of service event reporting, special event (upgrading tendency) quick reply, personnel group setting, a customer service workbench, return visit reply monitoring, a customer service scheduling operation monitoring and analyzing platform, work order time limit maintenance, a service scheduling monitoring platform, a district scheduling monitoring platform, service risk maintenance and monitoring, a risk process, work order default copy maintenance, a sensitive word stock, risk event maintenance, risk event contact person maintenance, risk event monitoring, work order monitoring indexes, supervision process, upgrade contact person maintenance, business subclass classification maintenance, time limit monitoring and the like.
S3, statistical analysis:
the statistical analysis comprises: backlog statistics/queries, revisit result queries, sensitive event work order statistics, risk work order queries/statistics, risk monitoring statistics, quality monitoring, supervisory work order queries, supervisory work order statistics, 12345 work order statistics, call log queries, statistical queries and maintenance of overtime complaint lists, statistical queries and maintenance of fallback complaint lists, time limit monitoring statistics, call condition statistics, work order monitoring statistics, frequent power outage statistics, in-transit work order statistics, traffic analysis-global office population, traffic analysis-local office, regional distribution, overtime work order statistics, customer complaints, opinion statistics, power type analysis-reliable power supply safety, power type analysis-frequent power outage, power type analysis-voltage quality, power type analysis-first-repair time, power type analysis-planned power outage, Service analysis, customer complaints, complaints of opinion statements (day, week and month), return visit satisfaction analysis of opinion sheets, and query of class-changed work sheets.
S4, service scheduling optimization:
the service scheduling optimization comprises the following steps: the method has the functions of service complaint flow, business processing link optimization, business acceptance link optimization, business processing receiving and auditing link optimization, reply link optimization and the like.
Preferably, in step S1, the work order supplementary information filling function is a part of the process flow of the customer' S question, and the function can fill in the content according to the appeal content/agent opinion/reply content, etc., and can automatically parse and fill in the structured field, and can fill in and display the work order supplementary information according to the business subclass.
Preferably, in the step S1, the station area comprehensive management function is used to expand and maintain comprehensive analysis attributes outside the existing attributes of the station area, including information such as load factor, line, substation, three-phase voltage value, transformer capacity, and GIS number, and automatically display relevant information of the station area on a work order interface after the station area in the station area comprehensive information is selected in the service processing link.
Preferably, in the step S2, the work order time limit maintenance function may monitor the customer service flow by maintaining the work order time limit, wherein the processing time limit is increased by a monitoring method conditioned on working days, and the monitoring capable of monitoring the reply flow is increased, and the reminding time limit is changed from a percentage method to a fixed number of days, so as to determine the number of days accurately, and in addition, the short message reminding is modified to set a short message template for each warning level, and the time limit monitoring of the subsequent follow-up sheet is increased: time to exceed expected sales, not sales for more than 90 days, exceeding fill cycle monitoring.
Preferably, in the step S2, the risk event maintenance function may enable a monitoring state for a risk event, the early warning call mode may be configured, and support a storage process, an interface, and an SQL mode to monitor the risk event, and the risk event maintenance function may automatically discover the risk event according to rules set by business personnel, and after the risk event maintenance function has a risk, may display a result on a monitoring console page, and may automatically discover a special event according to the set rules, and set an automatic notification according to a group.
Preferably, in the step S2, the risk event monitoring function may initiate a risk work order for a current risk event, a historical risk event, and initiate a risk work order for a risk, in addition, the risk event monitoring function may manually initiate a risk work order, so that multiple offices may be transferred when the risk work order is transferred, and the risk event monitoring function may combine the risk work order query and the risk event monitoring into a menu for integrated viewing.
Preferably, in the step S3, the power supply analysis-frequent power outage function may be checked according to the station area statistics, the distribution and transformation GIS number, the transformer name, the complaint times of each station area, the project condition, the station area rectification plan, the solution, the current schedule, the planned start-up time, the actual start-up time, the work order structuralization, the load rate, the three voltage values, and the three imbalance support lists, and may derive the statistical result.
Preferably, in the step S3, the power supply type analysis-voltage quality function may be checked according to the station area statistics, the complaint times of each station area, the station area rectification plan, the work order structuralization, the load factor, and the three unbalanced support lists, and may be used to check a complaint work order list, which includes a work order number, a service type, a service subclass, a processing state, an incoming call number, incoming call content, and an acceptance time, and may also derive the statistical result.
Preferably, in the step S3, the power supply analysis-emergency repair time function may be checked according to the substation area statistics, the failure power outage time, the power restoration time, the emergency repair power restoration complaint amount of each substation area, and the failure power outage complaint amount support list, and may check a work order list of the emergency repair power restoration complaint and the failure power outage complaint, including a work order number, an acceptance seat, a service type, an acceptance time, and an appeal content, and may derive the statistical result.
The invention provides a service monitoring and risk prediction closed-loop method based on power grid marketing management, which has the following beneficial effects:
1. the invention can optimize the dispatching of the work order and the system flow through the work order optimization step and the service scheduling optimization step, can transmit data to the server in the process of processing the work order by the work order optimization step, can realize the stability of the dispatching of the work order through the analysis of the statistical analysis step and the monitoring processing matched with the service monitoring processing step, can read and analyze the data dispatched by the work order by the service monitoring processing step, and can discover risks at the first time through the work order time limit maintenance function, the risk event maintenance function and the risk event monitoring function, thereby realizing good closed loop of service monitoring and risk prediction.
Detailed Description
The invention provides the technical scheme that: a service monitoring and risk prediction closed-loop method based on power grid marketing management comprises the following operation steps:
s1, work order optimization:
the work order optimization comprises the following steps: the method comprises the following functions of intelligent order dispatching maintenance, secondary order dispatching maintenance, work order auxiliary information filling, structured field exporting, delay flow optimization, short message automatic return visit, unreasonable appeal case base, service treatment application, capability of monitoring reply flow query, subsequent tracking flow optimization, 12345 offline work order importing function, WeChat one-key fault reporting result, comprehensive platform area management and the like;
after the intelligent order dispatching maintenance function completes the order filling transmission in the service hall, the system automatically fills in processing departments according to power supply units, service types, business hours and the like, and if the automatically generated path has errors, the system can modify and transmit the path;
after the intelligent order dispatching maintenance function is processed, filling a processing department according to a power supply unit, a business subclass, a structured address, a user meter reading section, business hours and the like, and if an automatically generated path has errors, modifying and transmitting the path;
the work order auxiliary information filling function is a part of links in a client question processing flow, can fill contents according to appeal contents, agent opinions, answer contents and the like, can automatically analyze and fill in a structured field, and can fill in and display additional information of a work order according to business subclasses;
the structured field export function can export specified structured field data according to the query conditions queried by the customer service work order so as to facilitate the search of a specific file;
the delay flow optimization function optimizes the delay flow of the existing customer service work order by adding a delay inlet, adding delay type options, modifying a delay link, adding delay notice and the like;
the short message automatic return visit function can automatically sample and return visit short messages every day according to the screening condition of the return visit plan, and the current return visit planning function is inconvenient to use because the return visit must be manually sampled every day; by setting the automatic short message return visit function, the general survey rate of the return visit survey can be improved;
the unreasonable appeal case library function can be used for maintaining unreasonable appeal and automatically screening the unreasonable appeal, so that the overall workload of the system can be effectively reduced;
the service disposition application function can add a service disposition application flow and an entrance for processing unreasonable appeal/no return visit request;
the process function of the text-recoverable monitoring flow can record the text-recoverable process when the progress of the text-recoverable monitoring flow needs to be used;
the supervision-capable text flow query function can be used for querying the progress condition of the supervision-capable text flow;
the WeChat one-key fault reporting result function can be used for counting the WeChat one-key fault reporting reply result;
the comprehensive management function of the transformer area is used for expanding and maintaining comprehensive analysis attributes outside the existing attributes of the transformer area, including information such as load rate, lines, transformer substations, three-phase voltage values, transformer capacity, GIS numbers and the like, and automatically displaying relevant information of the transformer area on a work order interface after the transformer area in the comprehensive information of the transformer area is selected in a business processing link.
S2, service monitoring:
the service monitoring process includes: the system comprises the functions of service event reporting, special event (upgrading tendency) quick reply, personnel group setting, a customer service workbench, return visit reply monitoring, a customer service scheduling operation monitoring and analyzing platform, work order time limit maintenance, a service scheduling monitoring platform, a district scheduling monitoring platform, service risk maintenance and monitoring, a risk process, work order default copy maintenance, a sensitive word stock, risk event maintenance, risk event contact person maintenance, risk event monitoring, work order monitoring indexes, supervision process, upgrade contact person maintenance, business subclass classification maintenance, time limit monitoring and the like;
the service event preparation function can newly add a service event preparation flow, add a customer service work order/user number/telephone number/standard address in the flow for defining the influence range of preparation, file the flow and remind the seat when the related appeal of preparation is generated in the preparation validity period;
the special event (upgrading tendency) quick reply function can mark special events such as upgrading tendency by using a service label, can set independent short message handling and time limit monitoring rules, and can obtain advanced communication conditions of the special events through short messages;
the personnel group setting function can establish personnel, roles and group structures which are applicable and convenient for maintenance of a customer service center, and are applied to functions of notification, reminding and the like, when the group notification is used, the roles are found according to the groups, then corresponding personnel and contact calls are found according to the roles, and then the personnel are screened according to whether to limit organizations and power supply units to perform notification and reminding;
the customer service workbench is a workbench which is specially used for processing the flow of the service channel module and supports personalized customization;
the return visit reply monitoring function can serve a dispatching monitoring station and newly add reply monitoring;
the customer service scheduling operation monitoring analysis platform function is used for monitoring customer appeal conditions, customer complaint conditions, a work order processing flow chart, hotspot appeal monitoring, a heat chart, customer satisfaction and the like, and displaying corresponding secondary pages;
the work order time limit maintenance function can monitor the customer service flow by maintaining the work order time limit, wherein the processing time limit is increased in a monitoring mode taking a working day as a condition, the monitoring capable of monitoring the text flow is increased, the reminding time limit is changed from a percentage mode to a fixed day mode, the number of days is better determined accurately, in addition, a short message reminding is modified into a mode that a short message template can be set for each warning level, and the time limit monitoring of a follow-up tracking list is increased: exceeding the expected number cancellation time, not cancelling the number for more than 90 days, exceeding the filling period monitoring (early warning, overtime, serious overtime);
the service dispatching monitoring console can increase screening conditions for monitoring indexes with different dimensionalities, increase and optimize the range, and enable the monitoring to be more accurate;
the regional bureau dispatching monitoring console function can increase the screening condition for monitoring the monitoring indexes with different dimensionalities, and can increase and optimize the monitoring range.
The service risk maintenance and monitoring function is a newly added service risk monitoring function and can be compatible with the original risk monitoring;
the risk process function can establish an online risk processing process to complete confirmation, processing and risk relief of risks;
the work order default copy-sending maintenance function can maintain the association relation between the service type and the telephone according to the local office, when a service acceptance link is issued, a short message notification is carried out according to the maintenance function (the link cancels system support-work order arrival notification), and the work order default copy-sending maintenance function supports a sensitive word type maintenance notification mode;
the sensitive word library function can manage the sensitive words and indicates that business personnel can classify and set the sensitive words;
the risk event maintenance function can start a monitoring state for a risk event, the early warning calling mode is configurable, the risk event is monitored in a storage process, an interface and SQL mode, the risk event maintenance function can automatically discover the risk event according to rules set by business personnel, after the risk event maintenance function has a risk, a result can be displayed on a monitoring console page, a special event can be automatically discovered according to the set rules, and automatic notification is set according to a group;
the risk event contact person maintenance function can add contact persons for maintaining risk events of different levels and can add the contact persons in batches;
the risk event monitoring function can be used for monitoring current risk events and historical risk events and initiating a risk work order aiming at risks, in addition, the risk event monitoring function can manually initiate a risk order, so that a plurality of regions can be transmitted when the risk order is transmitted, and the risk event monitoring function can be used for combining risk order inquiry and risk event monitoring into a menu so as to be convenient for integrated viewing;
the work order monitoring index function can automatically calculate and display the monitoring work order index according to the service requirement;
the supervision flow function can monitor the work exceeding a certain time limit of the alarm threshold value aiming at the time limit, the system automatically triggers the supervision flow according to the configuration (if no manual order is issued), and the supervision is carried out, and the specific flow is as follows: initiating a supervision work order, exception handling and feedback, feedback auditing and filing;
the upgrade contact person maintenance function can maintain customer service work orders, follow-up work order tracking, early warning of overtime processing of each link of risk work orders, and upgraded notifiers and notification modes;
the business subclass classification maintenance function can classify the business subclasses so as to facilitate subsequent checking;
the time limit monitoring and other functions can check overtime work orders and historical overtime work orders.
S3, statistical analysis:
the statistical analysis comprises: backlog statistics/queries, revisit result queries, sensitive event work order statistics, risk work order queries/statistics, risk monitoring statistics, quality monitoring, supervisory work order queries, supervisory work order statistics, 12345 work order statistics, call log queries, statistical queries and maintenance of overtime complaint lists, statistical queries and maintenance of fallback complaint lists, time limit monitoring statistics, call condition statistics, work order monitoring statistics, frequent power outage statistics, in-transit work order statistics, traffic analysis-global office population, traffic analysis-local office, regional distribution, overtime work order statistics, customer complaints, opinion statistics, power type analysis-reliable power supply safety, power type analysis-frequent power outage, power type analysis-voltage quality, power type analysis-first-repair time, power type analysis-planned power outage, Service analysis, customer complaints, complaints of opinion statements (day, week and month), opinion form return visit satisfaction analysis, classification-improved work order query and the like;
the report statistics/query functions include:
1. the number of effective preparation work orders in a period of time and the respective number of 4 influence ranges can be counted by taking a local office as a unit;
2. the respective quantity of the 4 influence ranges can be counted according to the work order;
3. influence details and sources of 4 influence ranges of each preparation work order can be inquired;
the return visit result query function is used for querying return visit results of various return visits;
the sensitive event work order statistics function can count the number of customer service problem handling work orders related to the sensitive event and display details of the related work orders.
The risk work order inquiry/statistical function can realize the risk work order statistics and provide a derivation function;
the risk monitoring and counting function can realize risk monitoring and counting and can derive statistical data;
the quality monitoring function can monitor the quality of the work order;
the supervision work order query function is used for querying supervision work order information and providing a derivation function.
The supervision work order counting function can realize supervision work order counting and provide a derivation function.
12345 work order statistics function add field: the statistics of the months, the quantity and the total quantity per month can be realized, and the functions of supporting the import of an external list according to the months, counting the total number of work orders into the total work order of customer service and the like can be realized;
the urging record inquiry function can systematically record urging information such as short messages, automatic calls, calls and the like, and provides inquiry and export functions;
the statistical query and maintenance function of the overtime complaint opinion list provides statistical query and maintenance of the overtime complaint opinion list.
The statistic query and maintenance function of the back complaint opinion list provides statistic query and maintenance of the back complaint opinion list;
the time limit monitoring and counting function can realize the monitoring and counting of the time limit and the processing time of each link of the work order and can derive statistical data;
the handling condition statistics function can realize the handling condition statistics and provide a exporting function;
the work order monitoring and counting function can realize the monitoring and counting of unprocessed work orders and can lead out the counting condition;
the frequent power failure counting function can count the number of work orders with service types of complaints and opinions as frequent power failure types according to the counting date, display the number of frequent power failures according to the district, display the number of frequent power failures, count the previous day by default, and simultaneously can derive the counting result of frequent power failure;
the work order counting function in the way can count the work order quantity in the team service processing link according to the local office and the department, can display the quantity detail, and skips to the customer service work order query function to display the work order detail;
the business volume analysis-whole regional office overall situation function can check a work order information list according to the business volume situation in the statistical time period of the processing department, the work order quantity of each business type and the click quantity, and can derive statistical data;
the service volume analysis-local office function can report faults, power utilization services, consultation inquiry, complaints, reports, expressions, suggestions, opinions, subscription information, energy-saving services and other power supply quantities according to power supply units, statistical time and statistical service types, and can check subclass work order information of services, including subclasses, work order quantity (the number of the current period), year-round same-proportion trees and same-proportion (%), and can derive statistical data;
the regional distribution function can display the complaints and the opinion amount in different regions in a structuralized mode through the power utilization address, the screening conditions comprise power supply units, report time, dimensionality (one-dimensional, two-dimensional and three-dimensional) and address structuralized labels (cells, villages and streets), the complaints and the opinion amount are displayed according to regional offices and regions, and statistical data can be derived.
The overtime work order counting function can realize the overtime work order counting and provide a exporting function;
the customer complaint function can realize customer complaint and opinion statistics, support external list import and simultaneously export statistical data;
the opinion statistic function can realize customer complaints and opinion statistics, support external list import and export statistic data;
the power supply type analysis-power supply reliable power supply safety function can display the work order quantity of the complaint opinions and the complaint and complaint amount according to the three-level dimensionality when the power supply type analysis-power supply reliable power supply safety function displays data according to the statistical unit, the statistical time and the statistical power supply reliable power supply safety, and meanwhile, the statistical data is exported;
the power supply analysis-frequent power failure function can be checked according to the station area statistics, the distribution and transformation GIS number, the transformer name, the complaint and opinion times of each station area, the project condition, the station area modification plan (newly adding a transformer, adjusting load and the like), the solution, the current progress, the planned start time, the actual start time, the work order structuralization, the load rate, three voltage values and three unbalanced support lists, and can derive the statistical result;
the power supply type analysis-voltage quality function can check the complaint opinion work order list, including work order number, service type, service subclass, processing state, incoming call number, incoming call content and acceptance time, according to the station area statistics, the complaint opinion times of each station area, the station area rectification plan (newly increased transformers, load adjustment and the like), the work order structuralization, the load rate and the three unbalanced support lists, and can also lead out the statistical result;
the power supply analysis-emergency repair time function can be checked according to the cell area statistics (number), fault power failure time, power restoration time, emergency repair power restoration complaint amount of each cell area and a fault power failure consultation amount support list, and a work order list of the emergency repair power restoration complaint and the fault power failure consultation can be checked, wherein the work order list comprises work order numbers, acceptance seats, service types, acceptance time and appeal content, and a statistical result can be derived;
the power supply type analysis-planned power failure function can be calculated according to the branch area (number), the name of a feeder line, the number of a distribution transformer GIS, the name of a distribution transformer, the power restoration time, the related power failure consultation amount, the related power failure complaint amount, the delay period consultation amount and the delay period complaint amount. The relevant power failure consultation amount, the relevant power failure complaint amount, the delay period consultation amount and the work order list of the delay period complaint amount can be checked, the work order list comprises work order numbers, acceptance seats, service types, acceptance time and appeal content, and a statistical result can be derived;
the service type analysis and customer complaint functions can be based on electricity payment, service handling, service channels, service attitudes and information communication; counting the number of work orders in a time period according to a power supply unit, displaying complaints and opinion amount according to three-level dimensionality, and simultaneously exporting statistical data;
the complaint function of the opinion statement (day, week and month) can count the power supply service class and the customer service class according to the statistical unit, the information source and the statistical time (week, month and year); the repeated complaints and 12398 conditions are counted according to the conditions of each district, in addition, complaints, opinions and work order lists can be checked, information such as work order numbers, user addresses, incoming call contents, incoming call numbers, appealing persons, service types, service subclasses, service seats, seat work numbers, organizations, service channels, information sources and first comments can be displayed, and the statistical quantity conditions of the complaints and the opinions can be derived;
the opinion bill return visit satisfaction analysis function can carry out statistical analysis on complaints and return visit conditions of the opinion bills, the statistical indexes comprise general evaluation (very satisfactory, comparatively satisfactory, general, comparatively unsatisfactory, very unsatisfactory, satisfaction score (%)), unsatisfactory secondary dimension analysis (skill dissatisfaction to service processing personnel, attitude dissatisfaction to service processing personnel, timeliness of information communication, efficiency of service and the like), data validity analysis (total complaints, manual return visit success number, rejection number of comments, customer missed calls, number of broken lines in midway, invalid calls do not need return visit, unavailable comments, additional comments and unanswered), in addition, information such as a worksheet detail list, a display worksheet number, a user address, incoming call content, complaint person, complaint, business type, service seat and the like can be checked, statistical data can be exported, in addition, the satisfaction result statistical interface increases the acceptance starting and ending time, supports the free selection of year, month, day, hour, minute and second, and can carry out statistical analysis on the return visit result of the complaint advice note according to the acceptance time of the customer service work order;
the classification work order query function can query the work order condition of each link classification/complaint.
S4, service scheduling optimization:
the service scheduling optimization comprises the following steps: the method has the functions of service complaint flow, business processing link optimization, business acceptance link optimization, business processing receiving and auditing link optimization, reply link optimization and the like.
The service type of the service complaint procedure used for regional office personnel to process the customer service problem work order is selected as complaint of different opinions of the complaints and opinions;
the optimization function of the business processing link is that a transformer or a transformer area is selected on a 'business processing and business handling' page, the selected transformer or transformer area is automatically brought into the information such as the transformer area, the load rate, a line, a transformer substation, a three-phase voltage value, the transformer capacity, a GIS number and the like, the GIS number of the transformer area is added in the existing field of the 'transformer area', and the information is automatically loaded after the GIS number is manually input;
the business acceptance link optimization function adds a related working whiteboard function in the business acceptance link, the related working whiteboard serial number function corresponds to the working whiteboard related work order serial number function, and the business acceptance displays the total incoming call times of the user;
the optimization function of the business processing receiving and auditing link cancels the mark attribute of the number cancellation in all links before the business processing receiving and auditing, and automatically fills the team processing information into the business processing receiving and auditing information after the business processing receiving and auditing (including) only occur;
the functions of reply link optimization and the like can select the short message return visit and the intelligent IVR return visit under the conditions that the reply audit and the seat reply links are added with return visit types (list selection: no return visit, manual return visit (default), short message return visit and intelligent IVR return visit), and whether the processing is finished and whether the customer receives the reply (structured addition of the work order auxiliary information) are selected.
According to the service monitoring and risk prediction closed-loop method based on power grid marketing management, work order distribution and system flow can be optimized through a work order optimization step and a service scheduling optimization step, data can be transmitted to a server in the process of processing the work orders through the work order optimization step, the stability of work order distribution can be achieved through analysis of a statistical analysis step and monitoring processing of the service monitoring processing step, meanwhile, data distributed by the work orders can be read and analyzed through the service monitoring processing step, risks can be found at the first time through a work order time limit maintenance function, a risk event maintenance function and a risk event monitoring function, and therefore good closed-loop of service monitoring and risk prediction can be achieved.
Claims (9)
1. The service monitoring and risk prediction closed-loop method based on power grid marketing management is characterized by comprising the following operation steps of:
s1, work order optimization:
the work order optimization comprises the following steps: the method comprises the following functions of intelligent order dispatching maintenance, secondary order dispatching maintenance, work order auxiliary information filling, structured field exporting, delay flow optimization, short message automatic return visit, unreasonable appeal case base, service treatment application, text review process supervision query supervision, follow-up tracking flow optimization, 12345 offline work order importing function, WeChat one-key fault reporting result, comprehensive platform area management and the like.
S2, service monitoring:
the service monitoring process includes: the system comprises the functions of service event reporting, special event (upgrading tendency) quick reply, personnel group setting, a customer service workbench, return visit reply monitoring, a customer service scheduling operation monitoring and analyzing platform, work order time limit maintenance, a service scheduling monitoring platform, a district scheduling monitoring platform, service risk maintenance and monitoring, a risk process, work order default copy maintenance, a sensitive word stock, risk event maintenance, risk event contact person maintenance, risk event monitoring, work order monitoring indexes, supervision process, upgrade contact person maintenance, business subclass classification maintenance, time limit monitoring and the like.
S3, statistical analysis:
the statistical analysis comprises: backlog statistics/queries, revisit result queries, sensitive event work order statistics, risk work order queries/statistics, risk monitoring statistics, quality monitoring, supervisory work order queries, supervisory work order statistics, 12345 work order statistics, call log queries, statistical queries and maintenance of overtime complaint lists, statistical queries and maintenance of fallback complaint lists, time limit monitoring statistics, call condition statistics, work order monitoring statistics, frequent power outage statistics, in-transit work order statistics, traffic analysis-global office population, traffic analysis-local office, regional distribution, overtime work order statistics, customer complaints, opinion statistics, power type analysis-reliable power supply safety, power type analysis-frequent power outage, power type analysis-voltage quality, power type analysis-first-repair time, power type analysis-planned power outage, Service analysis, customer complaints, complaints of opinion statements (day, week and month), return visit satisfaction analysis of opinion sheets, and query of class-changed work sheets.
S4, service scheduling optimization:
service scheduling optimization: the method has the functions of service complaint flow, business processing link optimization, business acceptance link optimization, business processing receiving and auditing link optimization, reply link optimization and the like.
2. The grid marketing management-based service monitoring and risk prediction closed-loop method according to claim 1, wherein in step S1, a work order auxiliary information filling function is part of a process flow of customer questions, and the function can fill content according to appeal content, agent opinion, response content, and the like, automatically parse and fill in structured fields, and fill in and display additional information of the work order according to business subclasses.
3. The power grid marketing management-based service monitoring and risk prediction closed-loop method according to claim 1, wherein in the step S1, the station area comprehensive management function is used for expanding and maintaining comprehensive analysis attributes outside the existing attributes of the station area, including information such as load rate, lines, transformer stations, three-phase voltage values, transformer capacity, GIS numbers, and automatically displaying relevant information of the station area on a work order interface after the station area in the station area comprehensive information is selected in a service processing link.
4. The power grid marketing management-based service monitoring and risk prediction closed-loop method according to claim 1, wherein in the step S2, the work order time limit maintenance function can monitor the customer service flow by maintaining the work order time limit, wherein the processing time limit is increased in a monitoring mode conditioned on working days, and monitoring capable of monitoring the reply flow is increased, and the reminding time limit is changed from a percentage mode to a fixed day mode, so as to better determine the accurate days, and in addition, the short message reminding is modified to set a short message template for each warning level, and time limit monitoring of the follow-up tracking list is increased: time to exceed expected sales, not sales for more than 90 days, exceeding fill cycle monitoring.
5. The grid marketing management-based service monitoring and risk prediction closed-loop method according to claim 1, wherein in the step S2, the risk event maintenance function enables a monitoring state for a risk event, the early warning invoking manner is configurable, and supports a storage process, an interface, and an SQL manner to monitor the risk event, and the risk event maintenance function can automatically discover the risk event according to rules set by service personnel, and after the risk event maintenance function has a risk, can display the result on a monitoring console page, and can automatically discover a special event according to the set rules, and automatically notify according to group settings.
6. The grid marketing management-based service monitoring and risk prediction closed-loop method according to claim 1, wherein in the step S2, the risk event monitoring function can initiate a risk work order for a current risk event and a historical risk event, and can initiate a risk work order for a risk, and further, the risk event monitoring function can manually initiate a risk order, so that multiple offices can be transferred when the risk order is transferred, and the risk event monitoring function can combine a risk order query and a risk event monitoring into a menu for integrated viewing.
7. The grid marketing management-based service monitoring and risk prediction closed-loop method according to claim 1, wherein in the step S3, the power supply analysis-frequent outage function can be checked according to the station area statistics, the distribution and transformation GIS number, the transformer name, the complaint times of each station area, the project condition, the station area rectification plan, the solution, the current progress, the planned work time, the actual work time, the work order structuralization, the load rate, the three voltage values, and the three unbalanced support lists, and can derive the statistical result.
8. The power grid marketing management-based service monitoring and risk prediction closed-loop method according to claim 1, wherein in the step S3, the power supply class analysis-voltage quality function can be checked according to the station area statistics, the complaint times of each station area, the station area rectification plan, the work order structuralization, the load rate, and the three unbalanced support lists, and can check a complaint work order list, including the work order number, the service type, the service subclass, the processing status, the incoming call number, the incoming call content, and the handling time, and can derive the statistical result.
9. The service monitoring and risk prediction closed-loop method based on power grid marketing management as claimed in claim 1, wherein in step S3, the power supply analysis-emergency repair time function can be checked according to the branch region statistics, the failure power outage time, the power restoration time, the emergency repair power restoration complaint amount of each region, and the failure power outage consultation amount support list, and a work order list of the emergency repair power restoration complaint and the failure power outage consultation can be checked, including work order numbers, acceptance seats, service types, acceptance times, and appeal contents, and statistical results can be derived.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN202111384993.3A CN114118762A (en) | 2021-11-22 | 2021-11-22 | Service monitoring and risk prediction closed-loop method based on power grid marketing management |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN202111384993.3A CN114118762A (en) | 2021-11-22 | 2021-11-22 | Service monitoring and risk prediction closed-loop method based on power grid marketing management |
Publications (1)
| Publication Number | Publication Date |
|---|---|
| CN114118762A true CN114118762A (en) | 2022-03-01 |
Family
ID=80439392
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CN202111384993.3A Pending CN114118762A (en) | 2021-11-22 | 2021-11-22 | Service monitoring and risk prediction closed-loop method based on power grid marketing management |
Country Status (1)
| Country | Link |
|---|---|
| CN (1) | CN114118762A (en) |
Cited By (1)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN115049320A (en) * | 2022-08-15 | 2022-09-13 | 国网天津市电力公司营销服务中心 | Power grid marketing business risk digital management and control system |
-
2021
- 2021-11-22 CN CN202111384993.3A patent/CN114118762A/en active Pending
Cited By (2)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN115049320A (en) * | 2022-08-15 | 2022-09-13 | 国网天津市电力公司营销服务中心 | Power grid marketing business risk digital management and control system |
| CN115049320B (en) * | 2022-08-15 | 2022-11-01 | 国网天津市电力公司营销服务中心 | Power grid marketing business risk digital management and control system |
Similar Documents
| Publication | Publication Date | Title |
|---|---|---|
| CN106815709B (en) | Service quick response center support system and method | |
| CN104123590B (en) | 95598 Customer Service Center's monitoring operation system and methods | |
| CN110570101A (en) | Intelligent OMS system for power grid distribution network | |
| CN108320069A (en) | A kind of manufacturing execution system | |
| CN111081361A (en) | Intelligent logistics platform management system | |
| CN111967658B (en) | Comprehensive power failure analysis method based on marketing and distribution information integration platform | |
| CN111192001A (en) | Information project overall process management system | |
| CN111178904A (en) | Method for rapidly transmitting client appeal based on software robot | |
| CN113762735A (en) | Data quality management system and method based on rule base | |
| CN114118762A (en) | Service monitoring and risk prediction closed-loop method based on power grid marketing management | |
| CN114187014A (en) | Marketing customer label management system and management method based on electric power field | |
| CN111080262A (en) | Intelligent logistics platform management method | |
| CN115330404A (en) | System and method for electric power marketing inspection | |
| CN113592611A (en) | Integrated management system for centralized acquisition and supervision of garbage incineration enterprises | |
| CN113723900A (en) | Product life cycle management platform, and system and method for executing and managing changed data | |
| CN113141275A (en) | Intelligent integrated operation and maintenance system based on cloud service platform | |
| US20030061006A1 (en) | Evaluating performance data describing a relationship between a provider and a client | |
| CN115375274A (en) | Comprehensive auxiliary office method and system | |
| CN112132457B (en) | 95598 data quality inspection and evaluation method and system based on data center platform | |
| JP3057079B2 (en) | Care management support system | |
| CN114782055A (en) | Portable all-round operation panel of electric power marketing | |
| CN114372712A (en) | Supervision task management system based on process | |
| CN115018434A (en) | Remote operation and maintenance management system for new energy power station | |
| JP2019067386A (en) | Management system | |
| CN111767283B (en) | Data system monitoring method and system |
Legal Events
| Date | Code | Title | Description |
|---|---|---|---|
| PB01 | Publication | ||
| PB01 | Publication |