优质服务,指在符合行业标准或部门规章等通例的前提下,所提供的服务能够满足服务对象的合理需求和适常期许值,保证一定的满意度。优质服务根据行业所属的特点,服务的内容、手段和方式也会有所不同。电力行业,是为全社会服务的基础性行业,特别是电网企业,以建设和运营电网为核心业务,承担着为客户提供安全、经济、清洁、可持续的电力供应的基本使命。随着我国电力市场化改革的不断深入,供电企业的重点工作也逐渐由生产转向服务。特别是近两年,随着国家号召的在窗口单位和服务行业集中开展“为民服务创先争优”活动的进行,电网集团公司在服务的规则制定、宏观规划与具体引导方面也进行了自上而下的改革、推进和执行。2011年10月,国家电网公司修订发布了“新三个十条”(供电服务“十项承诺”、员工服务行为 Quality service means that under the premise of conformity with the industry standard or departmental rules and regulations, the service provided can meet the reasonable demand of the clients and the allowable value of the normal period, and ensure certain satisfaction. Service According to the characteristics of the industry belongs to the content of services, tools and methods will be different. The power industry is a basic industry serving the whole society, especially the power grid enterprises. Its core mission is to build and operate the power grid. It undertakes the basic mission of providing customers with safe, economical, clean and sustainable power supply. With the continuous deepening of China’s electricity market reform, the key work of power supply enterprises has gradually shifted from production to service. In particular, in the past two years, with the call of the State, the window units and service industries have concentrated their efforts on “creating excellent services for the people and creating excellence”. As a result, the power grid group companies have made great efforts in formulating rules, macroscopically planning and guiding specific services Carried out a top-down reform, promotion and implementation. In October 2011, the State Grid Corporation of China revised and promulgated the “New Three Ten” “(power supply service ” ten commitments ", employee service behavior