文(wen)章來源：青島國(guo)資委 發布時間：2014-12-02
青島(dao)熱(re)電集團以“轉結(jie)構提服(fu)務”為(wei)核心任務，不斷創新(xin)服(fu)務管理模式，全力保障今冬供熱(re)服(fu)務質量，供熱(re)初(chu)期“三率”指標全面(mian)完成(cheng)。目前共收到表揚信12封，錦旗(qi)15面(mian)，12319熱(re)線表揚電話(hua)148個，零投訴。正(zheng)式供熱(re)以來熱(re)線電話(hua)數量逐日降低，與去(qu)年同(tong)期相(xiang)比12319熱(re)線服(fu)務單減少49%，用戶滿意度不斷提升(sheng)。
一是創新“六(liu)對(dui)接(jie)(jie)(jie)”服(fu)(fu)(fu)(fu)務(wu)(wu)工作法(fa)。熱(re)電集團(tuan)在(zai)原有服(fu)(fu)(fu)(fu)務(wu)(wu)管理(li)模(mo)式基礎上(shang)，遵循設(she)計(ji)、建(jian)設(she)、生產(chan)、服(fu)(fu)(fu)(fu)務(wu)(wu)環環相扣的(de)服(fu)(fu)(fu)(fu)務(wu)(wu)鏈機制，創造性提(ti)出(chu)了“六(liu)對(dui)接(jie)(jie)(jie)”服(fu)(fu)(fu)(fu)務(wu)(wu)工作法(fa)：與(yu)(yu)用(yong)戶服(fu)(fu)(fu)(fu)務(wu)(wu)一線對(dui)接(jie)(jie)(jie)，針對(dui)焦點(dian)問題，迅速(su)回應(ying)，統一口徑(jing)，規(gui)范解(jie)答，減(jian)少負面輿論(lun)；與(yu)(yu)宣(xuan)傳部(bu)門(men)對(dui)接(jie)(jie)(jie)，通過(guo)媒體定期(qi)發(fa)布(bu)供熱(re)常(chang)識、政策解(jie)讀等，引導安全用(yong)熱(re)、規(gui)范用(yong)熱(re)；與(yu)(yu)設(she)計(ji)部(bu)門(men)對(dui)接(jie)(jie)(jie)，對(dui)用(yong)戶室內安裝的(de)個性化需求(qiu)提(ti)供科學解(jie)決方案(an)；與(yu)(yu)技(ji)術(shu)部(bu)門(men)對(dui)接(jie)(jie)(jie)，對(dui)技(ji)改方案(an)在(zai)充分論(lun)證的(de)基礎上(shang)，確保技(ji)改效(xiao)果；與(yu)(yu)施工部(bu)門(men)對(dui)接(jie)(jie)(jie)，確保建(jian)設(she)工期(qi)和(he)質量符(fu)合要求(qiu)，做(zuo)到規(gui)范施工不(bu)擾民(min)；與(yu)(yu)生產(chan)部(bu)門(men)對(dui)接(jie)(jie)(jie)，保持供熱(re)參(can)數和(he)效(xiao)果達到標準要求(qiu)。
二是(shi)狠抓“熱(re)(re)(re)線(xian)(xian)(xian)(xian)(xian)(xian)(xian)處結率”晴雨(yu)表。自進入(ru)11月熱(re)(re)(re)態運行(xing)以(yi)來，熱(re)(re)(re)線(xian)(xian)(xian)(xian)(xian)(xian)(xian)電(dian)話作(zuo)為(wei)(wei)“晴雨(yu)表”成為(wei)(wei)熱(re)(re)(re)電(dian)集(ji)團基(ji)建、生產、服(fu)務等(deng)各項工作(zuo)的(de)指南針(zhen)。熱(re)(re)(re)線(xian)(xian)(xian)(xian)(xian)(xian)(xian)電(dian)話從周分(fen)析變(bian)成日分(fen)析，每(mei)日召開熱(re)(re)(re)線(xian)(xian)(xian)(xian)(xian)(xian)(xian)調度(du)(du)會，對熱(re)(re)(re)點難(nan)點熱(re)(re)(re)線(xian)(xian)(xian)(xian)(xian)(xian)(xian)逐條分(fen)析，將重(zhong)復區域、重(zhong)復路(lu)段作(zuo)為(wei)(wei)重(zhong)點，進行(xing)每(mei)日督(du)查，隨著正式供(gong)(gong)熱(re)(re)(re)開始，為(wei)(wei)保(bao)證(zheng)熱(re)(re)(re)線(xian)(xian)(xian)(xian)(xian)(xian)(xian)“三率”指標的(de)全面完成，保(bao)證(zheng)用(yong)戶(hu)滿意，客服(fu)中心對熱(re)(re)(re)線(xian)(xian)(xian)(xian)(xian)(xian)(xian)實時監控，每(mei)2小時向所(suo)屬各供(gong)(gong)熱(re)(re)(re)單位發送熱(re)(re)(re)線(xian)(xian)(xian)(xian)(xian)(xian)(xian)數量(liang)提示短信(xin)。今(jin)冬(dong)供(gong)(gong)熱(re)(re)(re)季(ji)在原有(you)《供(gong)(gong)熱(re)(re)(re)服(fu)務信(xin)息(xi)周、日通報》基(ji)礎上創(chuang)辦(ban)《熱(re)(re)(re)線(xian)(xian)(xian)(xian)(xian)(xian)(xian)快報》，新增“掛(gua)牌(pai)督(du)辦(ban)、銷號熱(re)(re)(re)線(xian)(xian)(xian)(xian)(xian)(xian)(xian)”制度(du)(du)。即對在服(fu)務時限內完成但需(xu)跟蹤服(fu)務的(de)信(xin)息(xi)“掛(gua)起(qi)”成為(wei)(wei)“掛(gua)牌(pai)督(du)辦(ban)件”，責任(ren)單位進行(xing)跟蹤服(fu)務，保(bao)證(zheng)圓滿處結，用(yong)戶(hu)滿意即可“銷號”。
三是打造“網絡(luo)客(ke)服(fu)在線(xian)”互(hu)動(dong)平(ping)臺。為拓寬(kuan)與用戶(hu)溝(gou)通渠道，加(jia)(jia)強與用戶(hu)的(de)交流(liu)聯系，集(ji)團客(ke)服(fu)中(zhong)心建立網絡(luo)在線(xian)（客(ke)服(fu)CC）。截止目(mu)前客(ke)服(fu)CC即時信(xin)(xin)息(xi)互(hu)動(dong)183件，熱(re)(re)電(dian)集(ji)團新浪、騰訊(xun)官方微博平(ping)臺與用戶(hu)互(hu)動(dong)135次，用戶(hu)通過網絡(luo)渠道提出的(de)供(gong)熱(re)(re)服(fu)務需求，均在第(di)一時間(jian)做出解答。供(gong)熱(re)(re)以(yi)來各單位還利用“企信(xin)(xin)通”加(jia)(jia)強與用戶(hu)的(de)溝(gou)通，讓(rang)用戶(hu)即時了解集(ji)團目(mu)前的(de)供(gong)熱(re)(re)工作情(qing)況，共發送溫馨提示31萬條。