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为进一步提高服务管控能力和管理水平,国网河北省电力公司在原月度业绩考核办法基础上进行了细化和完善,制定《投诉量化考评细则》,将责任下放、考核下放,还原市、县主体管理责任,将考核指标由绝对投诉转变为广义投诉,不再以投诉数据作为考核的唯一依据,而是对各基层单位投诉工作质量进行定性与定量综合分析考评,推动基层单位对待客户投诉由“做工作、撤投诉”向“挖问题、促整改”转变,统一了省公司与市县公司间对待
In order to further improve the ability of service control and management, SGCC Hebei Electric Power Company refined and perfected the original monthly performance evaluation method and formulated the Detailed Rules for Quantifying and Evaluating Complaints, which delegated responsibility, decentralized assessment and delegated assessment, and restored the main bodies of cities and counties Management responsibility, the assessment index from absolute complaint into a broad complaint, no longer the complaint data as the sole basis for assessment, but the quality of complaints of grassroots units of qualitative and quantitative analysis of comprehensive evaluation to promote grass-roots units to treat customer complaints from “Doing work, withdraw complaints” to “dig problems, promote rectification and reform ” change, unified between the provincial and municipal companies and county treatment