“从以往以业务为中心向客户为中心转变”是国网山东省电力公司客户导向型“大服务”的核心理念。公司自2015年印发《客户导向型服务全流程考核实施意见》以来,将38项服务考核指标全部纳入业绩考核和对标体系,建立组织保障、规章制度、技术支撑、监督考核四大体系,建成国内最大、省级集中的营销业务应用系统和用电信息采集系统,建成国 “From the business-centric to customer-centric change ” is the core concept of the State Grid Shandong Electric Power Company customer-oriented “big service ”. Since the issuance of “Opinions on the Implementation of the Whole Process Assessment of Customer-oriented Services” in 2015, the Company has integrated all 38 service evaluation indicators into the performance appraisal and benchmarking system and established four major systems of organizational guarantee, rules and regulations, technical support and supervision and assessment, and completed China’s largest and provincial-level marketing business applications and information collection system, built in the country