论文部分内容阅读
前言:中国南方电网公司在企业服务文化建设及转化的课题研究过程中,通过基本服务理念的转变和研究方法的创新,把南网方略融入管理、切入业务、植入行为,搭建了极具可操作性的服务文化理念体系和操作流程框架,实现了企业文化建设与转化的新突破。在本课题研究中,服务文化理念实现了三大转变:从供电专家转变为身兼供电专家和用电专家双重角色;从重点关注供电可靠性转变为供电可靠性与客户价值发现与满足并重;从供电价值链运营为主提升为电力客户价值链运营为主;并进一步界定了南网公司服务文化的边界内涵,构建了南网公司服务文化的体系框架,探索了推进文化转化的有效途径和方法。其价值体现在四个方面:从文化管理角度,厘清服务文化的内涵和思路,建构公司服务文化的体系框架;从营销管理角度,汇集、整理和分享营销服务的最佳实践,制定凸显“以客户为中心”服务价值观的营销服务行为规范,提升公司营销服务水平;从党群管理角度,探索更好融入业务的新方法。下一步公司还将重点通过流程植入、培训植入和绩效指标植入三种方式,最终把文化转化为软实力、生产力和竞争力,推动企业全面协调可持续发展。
Preface: During the course of the research on the construction and transformation of enterprise service culture, China Southern Power Grid Company integrated the strategy of Nanwang into the management, business and implantation through the transformation of basic service concept and the innovation of research methods, Operational concept of service culture and operating system framework, to achieve a new breakthrough in corporate culture construction and transformation. In the research of this subject, the concept of service culture has realized three major changes: changing from power supply expert to double roles as power supply expert and power supply expert; shifting from focusing on power supply reliability to ensuring power supply reliability and customer value discovery and satisfaction; From the operation of power supply value chain to the operation of power customer value chain; further defined the connotation of service culture of South Network Company, built the system framework of South Network service culture, explored the effective ways to promote cultural transformation and method. Its value is reflected in four aspects: from the perspective of cultural management, to clarify the connotation and thinking of service culture and to construct the system framework of corporate service culture; to bring together, organize and share the best practices of marketing services from marketing management perspective, Customer-centric "service values of the marketing service behavior standards and enhance the level of marketing services company; from the perspective of party management, to explore new ways to better integrate into the business. The next step is to focus on implanting processes, implanting training and implanting performance indicators into three ways, ultimately transforming culture into soft power, productivity and competitiveness, and promoting full, coordinated and sustainable development of the enterprise.