基于大數(shù)據(jù)分析技術(shù)的客戶投訴精益化管理

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摘要：隨著網(wǎng)絡(luò)信息技術(shù)越來越發(fā)達，供電企業(yè)被投訴的手段也日益多樣化，從原來的95598投訴，到現(xiàn)在的95598投訴、媒體投訴、網(wǎng)絡(luò)投訴、市長熱線投訴等多種投訴渠道。文章分析了網(wǎng)絡(luò)信息技術(shù)的發(fā)展，給供電企業(yè)提供了機遇，同時由于投訴渠道的增多，也給供電企業(yè)帶來了更多問題和挑戰(zhàn)。

關(guān)鍵詞：客戶投訴;精益化管理;大數(shù)據(jù)分析;電力營銷;供電企業(yè)

doi：10.3969/J.ISSN.1672-7274.2022.03.035

中圖分類號：F 426.61，F(xiàn) 274                   文獻標示碼：A                 文章編碼：1672-7274（2022）03-0109-03

Lean Management of Customer Complaints Based on Big Data Analysis Technology

LIU Dongguo

（State Grid Sichuan electric power company， Chengdu 610000， China）

Abstract： With the increasing development of network information technology， the means of complaint of power supply enterprises are becoming more and more diversified， from the original 95598 complaint to the current 95598 complaint， media complaint， network complaint， mayor hotline complaint and other complaint channels. this paper realizes that the development of network information technology has ushered in opportunities for power supply enterprises. At the same time， due to the increase of complaint channels， it has also brought more problems and challenges to power supply enterprises.

Key words： customer complaint; lean management; big data analysis; power marketing; power supply enterprise

作者簡介：劉棟果，男，漢族，四川綿陽人，高級經(jīng)濟師，碩士研究生，研究方向為電力營銷。（剩余3449字）