基于大数据分析技术的客户投诉精益化管理

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摘要：随着网络信息技术越来越发达，供电企业被投诉的手段也日益多样化，从原来的95598投诉，到现在的95598投诉、媒体投诉、网络投诉、市长热线投诉等多种投诉渠道。文章分析了网络信息技术的发展，给供电企业提供了机遇，同时由于投诉渠道的增多，也给供电企业带来了更多问题和挑战。

关键词：客户投诉;精益化管理;大数据分析;电力营销;供电企业

doi：10.3969/J.ISSN.1672-7274.2022.03.035

中图分类号：F 426.61，F 274                   文献标示码：A                 文章编码：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

作者简介：刘栋果，男，汉族，四川绵阳人，高级经济师，硕士研究生，研究方向为电力营销。（剩余3449字）