电力企业电子渠道运营指标体系设计及指标管理方法的研究与应用

近年来，电子渠道已成为电力企业重要服务载体，为了促进运营效率、提升运营水平，设计并科学管理运营指标体系在电子渠道运营工作中至关重要。首先从重视服务体验、洞察客户需求与传递服务价值分析了电力企业电子渠道运营指标体系和指标管理的应用设计思路与原则，并结合运营服务目录、互联网运营模型理念提出了符合电力企业特色的电子渠道运营指标框架和运营管理方法，最后以指标管理体系在渠道运营工作使用为基础，对指标管理体系设计和管理方法进行了验证分析。

Research and application of index system design and index management method of electronic channel operation in power enterprises

In recent years, electronic channel has become an important service carrier for electric power enterprises. In order to promote operation efficiency and improve operation level, it is very important to design and scientifically manage operation index system in electronic channel operation. Firstly, from the point of view of emphasizing service experience, insighting customer needs and delivering service value, the application design ideas and principles of electronic channel operation index system and index management of power enterprises are analyzed. Combining with the concept of operation service catalogue and Internet operation model, the framework of operation index and operation management method of electronic channel which conform to the characteristics of power enterprises are put forward. Finally, based on the use of index management system in channel operation, the design and management methods of index management system are verified and analyzed.