導語：電網營(ying)銷(xiao)全業務稽查專題管理模式(shi)一文(wen)來源于網友上傳，不(bu)代表本(ben)站觀點，若(ruo)需要原創文(wen)章可咨詢客(ke)服老師，歡迎參考。

摘要：為高質量推動電網營銷服務創新創效，不斷提升服務標準和質量，為客戶創造價值，通過構建智能化營銷全業務可視化稽查模(mo)式，實現場景式稽查監控(kong)(kong)、稽查自適應學(xue)(xue)習、事(shi)中監管(guan)干預、事(shi)前監控(kong)(kong)預防，達到可(ke)觀察、可(ke)追溯、可(ke)自學(xue)(xue)、可(ke)預防的目標(biao)。有效提升營銷稽查智能化(hua)、精益化(hua)、規范化(hua)管(guan)理水(shui)平。

關鍵詞：電(dian)網營(ying)(ying)銷；營(ying)(ying)銷稽(ji)查；全業(ye)務監控；可視化管理

為(wei)主(zhu)動(dong)適應(ying)電(dian)力(li)(li)(li)體制改(gai)革，電(dian)網(wang)企(qi)業(ye)(ye)通過構建“全業(ye)(ye)務(wu)管(guan)控，全業(ye)(ye)務(wu)融合(he)，全環(huan)節監控、全過程(cheng)考核”體系(xi)，提高(gao)了電(dian)力(li)(li)(li)市場的(de)(de)響應(ying)能(neng)力(li)(li)(li)、內部質(zhi)量管(guan)控能(neng)力(li)(li)(li)［１］。為(wei)深(shen)入貫徹國網(wang)公司建設具有(you)中國特(te)色國際(ji)領先的(de)(de)能(neng)源互聯網(wang)企(qi)業(ye)(ye)戰略(lve)目標，高(gao)質(zhi)量推動(dong)服(fu)務(wu)創(chuang)新(xin)創(chuang)效，不斷(duan)提升服(fu)務(wu)標準和質(zhi)量，為(wei)客戶創(chuang)造(zao)(zao)價(jia)值，有(you)必要依(yi)托“大(da)云物(wu)移智”等新(xin)技術對電(dian)力(li)(li)(li)營銷稽(ji)查(cha)體系(xi)進(jin)行(xing)優化(hua)改(gai)造(zao)(zao)［２］，建成對營銷全專業(ye)(ye)、全維度(du)的(de)(de)全景分析(xi)、全景展示、全程(cheng)管(guan)控、全面分析(xi)的(de)(de)全業(ye)(ye)務(wu)稽(ji)查(cha)可視化(hua)管(guan)理體系(xi)，進(jin)一步(bu)促進(jin)電(dian)網(wang)營銷卓越(yue)服(fu)務(wu)發展［３］。

１研究目標及思路

本文(wen)研究的(de)主要目(mu)(mu)標是通過構(gou)建(jian)智能(neng)化營(ying)銷(xiao)全(quan)(quan)業(ye)(ye)務可(ke)視(shi)(shi)化稽(ji)查模(mo)式(shi)，實現場景式(shi)稽(ji)查監(jian)控(kong)、稽(ji)查自適應學(xue)習(xi)、事中(zhong)(zhong)監(jian)管(guan)(guan)(guan)干預(yu)、事前監(jian)控(kong)預(yu)防(fang)(fang)，達到(dao)可(ke)觀(guan)察、可(ke)追(zhui)溯(su)(su)、可(ke)自學(xue)、可(ke)預(yu)防(fang)(fang)的(de)目(mu)(mu)標。該模(mo)式(shi)主要包(bao)括(kuo)(kuo)(kuo)基礎數(shu)(shu)據(ju)(ju)管(guan)(guan)(guan)理、全(quan)(quan)業(ye)(ye)務管(guan)(guan)(guan)控(kong)及可(ke)視(shi)(shi)化內容，其中(zhong)(zhong)基礎數(shu)(shu)據(ju)(ju)涉及營(ying)銷(xiao)業(ye)(ye)務數(shu)(shu)據(ju)(ju)、用電(dian)采集數(shu)(shu)據(ju)(ju)、綜合能(neng)源(yuan)數(shu)(shu)據(ju)(ju)、電(dian)動汽車數(shu)(shu)據(ju)(ju)及其他稽(ji)查數(shu)(shu)據(ju)(ju)［４］。全(quan)(quan)業(ye)(ye)務管(guan)(guan)(guan)控(kong)包(bao)括(kuo)(kuo)(kuo)數(shu)(shu)據(ju)(ju)管(guan)(guan)(guan)理中(zhong)(zhong)心、事前預(yu)防(fang)(fang)管(guan)(guan)(guan)理、事中(zhong)(zhong)監(jian)控(kong)、事后(hou)溯(su)(su)源(yuan)及質量評價中(zhong)(zhong)心，可(ke)視(shi)(shi)化管(guan)(guan)(guan)理包(bao)括(kuo)(kuo)(kuo)全(quan)(quan)業(ye)(ye)務指(zhi)標可(ke)視(shi)(shi)化、全(quan)(quan)業(ye)(ye)務工單可(ke)視(shi)(shi)化和全(quan)(quan)業(ye)(ye)務成效可(ke)視(shi)(shi)化，如圖(tu)１所示。

２營銷稽查可視化內容

２．１全業務稽查數據質量管理

２．１．１數(shu)(shu)據(ju)(ju)(ju)質(zhi)量建(jian)立稽(ji)查(cha)與營銷(xiao)生(sheng)產數(shu)(shu)據(ju)(ju)(ju)質(zhi)量管(guan)控(kong)機制，針對(dui)數(shu)(shu)據(ju)(ju)(ju)同步失敗、數(shu)(shu)據(ju)(ju)(ju)同步延時等問(wen)題(ti)進行在線監(jian)控(kong)，對(dui)異常數(shu)(shu)據(ju)(ju)(ju)支(zhi)持手(shou)工同步處理，確(que)保(bao)電網營銷(xiao)生(sheng)產與稽(ji)查(cha)數(shu)(shu)據(ju)(ju)(ju)一(yi)致，為稽(ji)查(cha)提(ti)供可靠數(shu)(shu)據(ju)(ju)(ju)。２．１．２稽(ji)查(cha)標(biao)(biao)簽(qian)針對(dui)標(biao)(biao)簽(qian)編號、標(biao)(biao)簽(qian)名稱、標(biao)(biao)簽(qian)定(ding)義、數(shu)(shu)據(ju)(ju)(ju)頻(pin)度和(he)顯示字(zi)段等稽(ji)查(cha)標(biao)(biao)簽(qian)信息［５］。按照(zhao)標(biao)(biao)簽(qian)分(fen)類(lei)，采用直(zhi)觀簡潔的(de)方(fang)式，為業(ye)務人員提(ti)供客(ke)戶(hu)標(biao)(biao)簽(qian)瀏(liu)覽(lan)、檢索、查(cha)看功能，并提(ti)供客(ke)戶(hu)標(biao)(biao)簽(qian)的(de)創建(jian)、修(xiu)改(gai)功能，通過梳理稽(ji)查(cha)標(biao)(biao)簽(qian)，按照(zhao)業(ye)務類(lei)設定(ding)立體式的(de)稽(ji)查(cha)場景，支(zhi)持按照(zhao)業(ye)務規(gui)則的(de)制定(ding)，設計(ji)多規(gui)則的(de)組合(he)式關(guan)(guan)聯指(zhi)標(biao)(biao)，對(dui)同一(yi)類(lei)的(de)業(ye)務進行統一(yi)的(de)稽(ji)查(cha)。２．１．３數(shu)(shu)據(ju)(ju)(ju)智能查(cha)詢(xun)(xun)(xun)(xun)根據(ju)(ju)(ju)各基層(ceng)單位日常個性化數(shu)(shu)據(ju)(ju)(ju)查(cha)詢(xun)(xun)(xun)(xun)需(xu)求(qiu)，完成對(dui)智能查(cha)詢(xun)(xun)(xun)(xun)數(shu)(shu)據(ju)(ju)(ju)寬表(biao)處理，支(zhi)撐用戶(hu)前臺智能查(cha)詢(xun)(xun)(xun)(xun)快速組合(he)、高效查(cha)詢(xun)(xun)(xun)(xun)等，實現(xian)用戶(hu)只需(xu)要選擇幾張要查(cha)詢(xun)(xun)(xun)(xun)的(de)表(biao)以及輸(shu)入表(biao)之間的(de)關(guan)(guan)聯條(tiao)件，點擊確(que)定(ding)便可查(cha)詢(xun)(xun)(xun)(xun)數(shu)(shu)據(ju)(ju)(ju)，提(ti)升數(shu)(shu)據(ju)(ju)(ju)查(cha)詢(xun)(xun)(xun)(xun)能力(li)。

２．２全業務(wu)稽查指(zhi)標防(fang)控管理

２．２．１風(feng)險(xian)庫(ku)(ku)管(guan)理根據國家(jia)政策(ce)(ce)文件、國網(wang)政策(ce)(ce)文件考(kao)(kao)核(he)要求(qiu)建(jian)立稽查(cha)業(ye)務(wu)風(feng)險(xian)庫(ku)(ku)，按(an)照業(ye)務(wu)類型、專業(ye)等類別(bie)，進(jin)行相關主(zhu)(zhu)題(ti)(ti)風(feng)險(xian)梳(shu)理，完(wan)善風(feng)險(xian)庫(ku)(ku)內(nei)容(rong)，實(shi)現(xian)稽查(cha)風(feng)險(xian)在線(xian)監控、預警(jing)、處理等全(quan)過(guo)程(cheng)的(de)(de)管(guan)理。２．２．２指標庫(ku)(ku)管(guan)理根據電網(wang)企業(ye)指標考(kao)(kao)核(he)要求(qiu)，按(an)照基(ji)層(ceng)單(dan)位(wei)(wei)等不同維度(du)，建(jian)立基(ji)層(ceng)單(dan)位(wei)(wei)稽查(cha)主(zhu)(zhu)題(ti)(ti)，稽查(cha)主(zhu)(zhu)題(ti)(ti)庫(ku)(ku)由基(ji)層(ceng)單(dan)位(wei)(wei)基(ji)于(yu)營銷問題(ti)(ti)管(guan)理器（高耗能客戶執行地方優(you)惠(hui)電價政策(ce)(ce)稽查(cha)、電費(fei)業(ye)務(wu)系(xi)統權限規(gui)范性稽查(cha)）以及新業(ye)務(wu)（電能替(ti)代、電動汽車(che)、分布式光伏）完(wan)善稽查(cha)主(zhu)(zhu)題(ti)(ti)。２．２．３風(feng)險(xian)預提(ti)(ti)醒對電網(wang)營銷全(quan)業(ye)務(wu)指標、工(gong)作質(zhi)量、服(fu)務(wu)質(zhi)量的(de)(de)集中(zhong)實(shi)時(shi)監控與(yu)風(feng)險(xian)自動預警(jing)指標，達到營銷運(yun)營管(guan)控的(de)(de)全(quan)業(ye)務(wu)全(quan)過(guo)程(cheng)覆蓋、實(shi)時(shi)告警(jing)要求(qiu)，及時(shi)發現(xian)問題(ti)(ti)，并(bing)將風(feng)險(xian)信息提(ti)(ti)醒到具體崗位(wei)(wei)操作人員，實(shi)現(xian)事前提(ti)(ti)醒。

２．３全業務(wu)稽查指標實時(shi)監督(du)

２．３．１全(quan)(quan)業(ye)(ye)務(wu)(wu)(wu)全(quan)(quan)面(mian)(mian)監(jian)(jian)(jian)測對(dui)電(dian)(dian)(dian)(dian)(dian)網(wang)營(ying)(ying)銷(xiao)(xiao)(xiao)(xiao)全(quan)(quan)業(ye)(ye)務(wu)(wu)(wu)開(kai)展(zhan)(zhan)(zhan)(zhan)(zhan)(zhan)在線(xian)(xian)監(jian)(jian)(jian)控(kong)(kong)(kong)，以全(quan)(quan)面(mian)(mian)掌握(wo)營(ying)(ying)銷(xiao)(xiao)(xiao)(xiao)業(ye)(ye)務(wu)(wu)(wu)運(yun)行(xing)(xing)狀況(kuang)(kuang)，實現對(dui)營(ying)(ying)銷(xiao)(xiao)(xiao)(xiao)業(ye)(ye)務(wu)(wu)(wu)運(yun)行(xing)(xing)過(guo)程(cheng)中(zhong)異(yi)動(dong)和問題的動(dong)態(tai)監(jian)(jian)(jian)控(kong)(kong)(kong)，為營(ying)(ying)銷(xiao)(xiao)(xiao)(xiao)管(guan)理(li)(li)、日(ri)常(chang)工(gong)作(zuo)(zuo)提(ti)(ti)(ti)供輔(fu)助(zhu)支(zhi)撐，為提(ti)(ti)(ti)升(sheng)營(ying)(ying)銷(xiao)(xiao)(xiao)(xiao)業(ye)(ye)務(wu)(wu)(wu)運(yun)行(xing)(xing)效率(lv)提(ti)(ti)(ti)供支(zhi)持。２．３．２全(quan)(quan)流程(cheng)實時監(jian)(jian)(jian)測打(da)通(tong)電(dian)(dian)(dian)(dian)(dian)網(wang)營(ying)(ying)銷(xiao)(xiao)(xiao)(xiao)各(ge)專(zhuan)業(ye)(ye)管(guan)理(li)(li)部(bu)門系統接(jie)口，實現跨專(zhuan)業(ye)(ye)信(xin)息互通(tong)，將客戶辦電(dian)(dian)(dian)(dian)(dian)涉及(ji)的所有(you)專(zhuan)業(ye)(ye)部(bu)門、崗(gang)位納入系統進行(xing)(xing)管(guan)理(li)(li)，改(gai)變(bian)傳統的線(xian)(xian)下(xia)業(ye)(ye)務(wu)(wu)(wu)處(chu)理(li)(li)模(mo)式(shi)，開(kai)展(zhan)(zhan)(zhan)(zhan)(zhan)(zhan)協同工(gong)作(zuo)(zuo)線(xian)(xian)上流程(cheng)化管(guan)控(kong)(kong)(kong)，實現內部(bu)工(gong)作(zuo)(zuo)提(ti)(ti)(ti)速［６］。２．３．３全(quan)(quan)指(zhi)標(biao)(biao)全(quan)(quan)面(mian)(mian)監(jian)(jian)(jian)測主(zhu)要(yao)(yao)包(bao)括電(dian)(dian)(dian)(dian)(dian)網(wang)營(ying)(ying)銷(xiao)(xiao)(xiao)(xiao)關(guan)鍵(jian)指(zhi)標(biao)(biao)、精益管(guan)理(li)(li)指(zhi)標(biao)(biao)、服(fu)務(wu)(wu)(wu)提(ti)(ti)(ti)升(sheng)指(zhi)標(biao)(biao)和安(an)(an)全(quan)(quan)管(guan)控(kong)(kong)(kong)指(zhi)標(biao)(biao)等。營(ying)(ying)銷(xiao)(xiao)(xiao)(xiao)關(guan)鍵(jian)指(zhi)標(biao)(biao)：展(zhan)(zhan)(zhan)(zhan)(zhan)(zhan)示(shi)(shi)(shi)(shi)(shi)電(dian)(dian)(dian)(dian)(dian)網(wang)企業(ye)(ye)售電(dian)(dian)(dian)(dian)(dian)量(liang)、售電(dian)(dian)(dian)(dian)(dian)均價、獲得(de)電(dian)(dian)(dian)(dian)(dian)力指(zhi)數(shu)、電(dian)(dian)(dian)(dian)(dian)費回收、挖潛增收、能效服(fu)務(wu)(wu)(wu)、線(xian)(xian)損(sun)率(lv)等營(ying)(ying)銷(xiao)(xiao)(xiao)(xiao)主(zhu)要(yao)(yao)業(ye)(ye)績指(zhi)標(biao)(biao)完成(cheng)情(qing)(qing)況(kuang)(kuang)。精益管(guan)理(li)(li)指(zhi)標(biao)(biao)：展(zhan)(zhan)(zhan)(zhan)(zhan)(zhan)示(shi)(shi)(shi)(shi)(shi)電(dian)(dian)(dian)(dian)(dian)網(wang)企業(ye)(ye)電(dian)(dian)(dian)(dian)(dian)費回收情(qing)(qing)況(kuang)(kuang)、業(ye)(ye)擴全(quan)(quan)流程(cheng)執行(xing)(xing)情(qing)(qing)況(kuang)(kuang)、臺區線(xian)(xian)損(sun)情(qing)(qing)況(kuang)(kuang)、營(ying)(ying)銷(xiao)(xiao)(xiao)(xiao)稽查業(ye)(ye)務(wu)(wu)(wu)指(zhi)標(biao)(biao)（異(yi)常(chang)數(shu)、整(zheng)改(gai)數(shu)、整(zheng)改(gai)率(lv)、稽查經(jing)濟成(cheng)效（分類(lei)））、采集系統運(yun)行(xing)(xing)情(qing)(qing)況(kuang)(kuang)、計量(liang)設(she)備全(quan)(quan)壽命周(zhou)期(qi)管(guan)理(li)(li)。服(fu)務(wu)(wu)(wu)提(ti)(ti)(ti)升(sheng)指(zhi)標(biao)(biao)：展(zhan)(zhan)(zhan)(zhan)(zhan)(zhan)示(shi)(shi)(shi)(shi)(shi)營(ying)(ying)銷(xiao)(xiao)(xiao)(xiao)服(fu)務(wu)(wu)(wu)實體化運(yun)營(ying)(ying)工(gong)作(zuo)(zuo)成(cheng)效；展(zhan)(zhan)(zhan)(zhan)(zhan)(zhan)示(shi)(shi)(shi)(shi)(shi)各(ge)渠道運(yun)營(ying)(ying)監(jian)(jian)(jian)控(kong)(kong)(kong)情(qing)(qing)況(kuang)(kuang)；展(zhan)(zhan)(zhan)(zhan)(zhan)(zhan)示(shi)(shi)(shi)(shi)(shi)客戶訴求(qiu)分布情(qing)(qing)況(kuang)(kuang)及(ji)訴求(qiu)熱點；展(zhan)(zhan)(zhan)(zhan)(zhan)(zhan)示(shi)(shi)(shi)(shi)(shi)基層供電(dian)(dian)(dian)(dian)(dian)所運(yun)營(ying)(ying)動(dong)態(tai)。安(an)(an)全(quan)(quan)管(guan)控(kong)(kong)(kong)指(zhi)標(biao)(biao)：展(zhan)(zhan)(zhan)(zhan)(zhan)(zhan)示(shi)(shi)(shi)(shi)(shi)重(zhong)要(yao)(yao)客戶分布及(ji)安(an)(an)全(quan)(quan)檢查情(qing)(qing)況(kuang)(kuang)；展(zhan)(zhan)(zhan)(zhan)(zhan)(zhan)示(shi)(shi)(shi)(shi)(shi)營(ying)(ying)銷(xiao)(xiao)(xiao)(xiao)現場作(zuo)(zuo)業(ye)(ye)安(an)(an)全(quan)(quan)管(guan)控(kong)(kong)(kong)情(qing)(qing)況(kuang)(kuang)；展(zhan)(zhan)(zhan)(zhan)(zhan)(zhan)示(shi)(shi)(shi)(shi)(shi)營(ying)(ying)銷(xiao)(xiao)(xiao)(xiao)網(wang)絡與信(xin)息安(an)(an)全(quan)(quan)運(yun)行(xing)(xing)各(ge)項指(zhi)標(biao)(biao)完成(cheng)情(qing)(qing)況(kuang)(kuang)。

２．４全(quan)業務稽(ji)查流程閉(bi)環管控

基(ji)于目(mu)標(biao)(biao)(biao)指(zhi)(zhi)(zhi)(zhi)標(biao)(biao)(biao)，由表及里挖掘影響(xiang)(xiang)指(zhi)(zhi)(zhi)(zhi)標(biao)(biao)(biao)異常的(de)(de)(de)潛在因素(su)，進(jin)行(xing)有針(zhen)對(dui)性的(de)(de)(de)改善措施，從而最終提升目(mu)標(biao)(biao)(biao)指(zhi)(zhi)(zhi)(zhi)標(biao)(biao)(biao)，如圖２所示。２．４．１稽查(cha)任務發(fa)起根據(ju)監控識別的(de)(de)(de)異常問(wen)題明細，監控指(zhi)(zhi)(zhi)(zhi)標(biao)(biao)(biao)設定是(shi)否自動(dong)派(pai)(pai)工(gong)，如自動(dong)派(pai)(pai)工(gong)，那么(me)根據(ju)系統規則，自動(dong)下發(fa)工(gong)單(dan)；如手(shou)動(dong)派(pai)(pai)工(gong)，則根據(ju)業務情(qing)況，派(pai)(pai)工(gong)給(gei)相應的(de)(de)(de)處(chu)(chu)(chu)(chu)(chu)理(li)人員(yuan)。２．４．２稽查(cha)工(gong)單(dan)處(chu)(chu)(chu)(chu)(chu)理(li)由供電(dian)所進(jin)行(xing)任務的(de)(de)(de)處(chu)(chu)(chu)(chu)(chu)理(li)，處(chu)(chu)(chu)(chu)(chu)理(li)分為兩種，一(yi)種是(shi)需要(yao)(yao)現場辦理(li)，那么(me)通過移動(dong)端進(jin)行(xing)處(chu)(chu)(chu)(chu)(chu)理(li)，一(yi)種是(shi)不需要(yao)(yao)現場處(chu)(chu)(chu)(chu)(chu)理(li)的(de)(de)(de)，那么(me)通過ＰＣ端進(jin)行(xing)處(chu)(chu)(chu)(chu)(chu)理(li)。處(chu)(chu)(chu)(chu)(chu)理(li)人員(yuan)對(dui)問(wen)題明細填寫處(chu)(chu)(chu)(chu)(chu)理(li)信息，主要(yao)(yao)包(bao)括異常現象、處(chu)(chu)(chu)(chu)(chu)理(li)時間、異常原(yuan)因、整(zheng)改措施人、聯系電(dian)話和整(zheng)改措施等(deng)。２．４．３事后(hou)追(zhui)溯(su)(su)分析(xi)根據(ju)指(zhi)(zhi)(zhi)(zhi)標(biao)(biao)(biao)庫(ku)建(jian)立事后(hou)問(wen)題溯(su)(su)源(yuan)(yuan)機制，溯(su)(su)源(yuan)(yuan)響(xiang)(xiang)影指(zhi)(zhi)(zhi)(zhi)標(biao)(biao)(biao)具體(ti)歸因，定位到(dao)具體(ti)人員(yuan)操作不規范、管理(li)制度(du)不健全、流程考核不統一(yi)等(deng)問(wen)題上(shang)，同時根據(ju)指(zhi)(zhi)(zhi)(zhi)標(biao)(biao)(biao)影響(xiang)(xiang)范圍(wei)，定位到(dao)具體(ti)國家政策文(wen)件(jian)(jian)、國網政策文(wen)件(jian)(jian)等(deng)內(nei)容條文(wen)。

２．５全(quan)業(ye)務稽查質量評價

２．５．１工(gong)(gong)作(zuo)(zuo)質(zhi)(zhi)(zhi)(zhi)量(liang)評(ping)(ping)(ping)價(jia)根據工(gong)(gong)作(zuo)(zuo)質(zhi)(zhi)(zhi)(zhi)量(liang)評(ping)(ping)(ping)價(jia)結(jie)果(guo)(guo)(guo)，通(tong)(tong)過(guo)專(zhuan)項(xiang)服務分(fen)析(xi)(xi)、服務短板分(fen)析(xi)(xi)、工(gong)(gong)作(zuo)(zuo)質(zhi)(zhi)(zhi)(zhi)量(liang)趨(qu)勢(shi)預警(jing)，對工(gong)(gong)作(zuo)(zuo)質(zhi)(zhi)(zhi)(zhi)量(liang)進(jin)(jin)行分(fen)析(xi)(xi)。工(gong)(gong)作(zuo)(zuo)質(zhi)(zhi)(zhi)(zhi)量(liang)評(ping)(ping)(ping)價(jia)過(guo)程中(zhong)發現的(de)工(gong)(gong)作(zuo)(zuo)質(zhi)(zhi)(zhi)(zhi)量(liang)問(wen)題制(zhi)定(ding)改(gai)善(shan)方案、跟蹤改(gai)善(shan)過(guo)程、并(bing)評(ping)(ping)(ping)估(gu)改(gai)善(shan)結(jie)果(guo)(guo)(guo)，實(shi)現對工(gong)(gong)作(zuo)(zuo)質(zhi)(zhi)(zhi)(zhi)量(liang)的(de)持續改(gai)進(jin)(jin)。通(tong)(tong)過(guo)短板分(fen)析(xi)(xi)，逐層定(ding)位工(gong)(gong)作(zuo)(zuo)質(zhi)(zhi)(zhi)(zhi)量(liang)的(de)問(wen)題點，通(tong)(tong)過(guo)逐一(yi)排(pai)除主要可能影響工(gong)(gong)作(zuo)(zuo)質(zhi)(zhi)(zhi)(zhi)量(liang)結(jie)果(guo)(guo)(guo)的(de)因素，分(fen)析(xi)(xi)問(wen)題的(de)主要原因，并(bing)制(zhi)定(ding)改(gai)進(jin)(jin)措施及實(shi)施方案，提供工(gong)(gong)作(zuo)(zuo)質(zhi)(zhi)(zhi)(zhi)量(liang)。２．５．２指(zhi)(zhi)(zhi)標(biao)(biao)(biao)考核評(ping)(ping)(ping)價(jia)根據各指(zhi)(zhi)(zhi)標(biao)(biao)(biao)所(suo)屬專(zhuan)業及指(zhi)(zhi)(zhi)標(biao)(biao)(biao)之(zhi)間的(de)關(guan)系可以編制(zhi)成一(yi)套完整(zheng)的(de)指(zhi)(zhi)(zhi)標(biao)(biao)(biao)體(ti)系，其中(zhong)包(bao)括如(ru)指(zhi)(zhi)(zhi)標(biao)(biao)(biao)名稱和指(zhi)(zhi)(zhi)標(biao)(biao)(biao)代碼等(deng)指(zhi)(zhi)(zhi)標(biao)(biao)(biao)基本信息的(de)內容、專(zhuan)業指(zhi)(zhi)(zhi)標(biao)(biao)(biao)間的(de)從屬關(guan)系及各指(zhi)(zhi)(zhi)標(biao)(biao)(biao)所(suo)占(zhan)權(quan)重等(deng)方面的(de)內容。根據績(ji)效考核結(jie)果(guo)(guo)(guo)數(shu)據，進(jin)(jin)行單項(xiang)指(zhi)(zhi)(zhi)標(biao)(biao)(biao)、專(zhuan)業、綜合(he)的(de)排(pai)名，并(bing)把結(jie)果(guo)(guo)(guo)及排(pai)名數(shu)據進(jin)(jin)行發布。２．５．３稽查(cha)標(biao)(biao)(biao)簽(qian)分(fen)析(xi)(xi)選擇稽查(cha)標(biao)(biao)(biao)簽(qian)，可分(fen)析(xi)(xi)稽查(cha)標(biao)(biao)(biao)簽(qian)命(ming)中(zhong)率、稽查(cha)問(wen)題數(shu)，并(bing)展示稽查(cha)標(biao)(biao)(biao)簽(qian)命(ming)中(zhong)率、稽查(cha)問(wen)題數(shu)變化(hua)趨(qu)勢(shi)。

２．６全(quan)業務(wu)全(quan)景視圖管理

２．６．１全(quan)業(ye)(ye)(ye)務(wu)(wu)(wu)指(zhi)標(biao)可(ke)視化(hua)(hua)依據(ju)營(ying)銷(xiao)與服(fu)務(wu)(wu)(wu)工(gong)(gong)(gong)(gong)作(zuo)(zuo)(zuo)標(biao)準，根據(ju)事(shi)(shi)前全(quan)業(ye)(ye)(ye)務(wu)(wu)(wu)預防(fang)中心、事(shi)(shi)中監測中心全(quan)業(ye)(ye)(ye)務(wu)(wu)(wu)指(zhi)標(biao)數(shu)(shu)據(ju)，實(shi)(shi)(shi)時(shi)監測各(ge)(ge)指(zhi)標(biao)數(shu)(shu)值(zhi)，實(shi)(shi)(shi)現對各(ge)(ge)項營(ying)銷(xiao)及服(fu)務(wu)(wu)(wu)的(de)工(gong)(gong)(gong)(gong)作(zuo)(zuo)(zuo)全(quan)過程監控，幫助各(ge)(ge)層(ceng)級、各(ge)(ge)專業(ye)(ye)(ye)的(de)管(guan)理(li)(li)人(ren)員(yuan)及時(shi)全(quan)面(mian)地了解(jie)整(zheng)體及各(ge)(ge)局部的(de)營(ying)銷(xiao)與服(fu)務(wu)(wu)(wu)工(gong)(gong)(gong)(gong)作(zuo)(zuo)(zuo)實(shi)(shi)(shi)際情(qing)況(kuang)(kuang)，為(wei)營(ying)銷(xiao)管(guan)理(li)(li)提(ti)供服(fu)務(wu)(wu)(wu)監督(du)、決(jue)策(ce)依據(ju)。主要從(cong)業(ye)(ye)(ye)擴報裝、抄核收、用電(dian)(dian)檢、計量管(guan)理(li)(li)、用電(dian)(dian)采集、優質服(fu)務(wu)(wu)(wu)、電(dian)(dian)價管(guan)理(li)(li)等(deng)(deng)業(ye)(ye)(ye)務(wu)(wu)(wu)專業(ye)(ye)(ye)層(ceng)面(mian)，對營(ying)銷(xiao)全(quan)業(ye)(ye)(ye)務(wu)(wu)(wu)全(quan)指(zhi)標(biao)進(jin)(jin)行可(ke)視化(hua)(hua)展(zhan)(zhan)(zhan)(zhan)(zhan)(zhan)(zhan)示(shi)，通(tong)過層(ceng)層(ceng)鉆取的(de)方(fang)式(shi)展(zhan)(zhan)(zhan)(zhan)(zhan)(zhan)(zhan)示(shi)稽(ji)(ji)(ji)查(cha)(cha)指(zhi)標(biao)信息(xi)及業(ye)(ye)(ye)務(wu)(wu)(wu)的(de)開展(zhan)(zhan)(zhan)(zhan)(zhan)(zhan)(zhan)情(qing)況(kuang)(kuang)。２．６．２全(quan)業(ye)(ye)(ye)務(wu)(wu)(wu)工(gong)(gong)(gong)(gong)單(dan)(dan)可(ke)視化(hua)(hua)根據(ju)營(ying)銷(xiao)業(ye)(ye)(ye)務(wu)(wu)(wu)辦理(li)(li)和(he)稽(ji)(ji)(ji)查(cha)(cha)信息(xi)開展(zhan)(zhan)(zhan)(zhan)(zhan)(zhan)(zhan)情(qing)況(kuang)(kuang)，通(tong)過可(ke)視化(hua)(hua)展(zhan)(zhan)(zhan)(zhan)(zhan)(zhan)(zhan)示(shi)的(de)方(fang)式(shi)對事(shi)(shi)后(hou)溯源中心發(fa)起(qi)的(de)任務(wu)(wu)(wu)、督(du)辦信息(xi)等(deng)(deng)信息(xi)進(jin)(jin)行展(zhan)(zhan)(zhan)(zhan)(zhan)(zhan)(zhan)示(shi)，從(cong)基層(ceng)單(dan)(dan)位、供電(dian)(dian)所等(deng)(deng)不同維(wei)度，對工(gong)(gong)(gong)(gong)單(dan)(dan)發(fa)起(qi)數(shu)(shu)、工(gong)(gong)(gong)(gong)單(dan)(dan)完成數(shu)(shu)、工(gong)(gong)(gong)(gong)單(dan)(dan)完成率(lv)和(he)稽(ji)(ji)(ji)查(cha)(cha)任務(wu)(wu)(wu)完成數(shu)(shu)等(deng)(deng)信息(xi)進(jin)(jin)行展(zhan)(zhan)(zhan)(zhan)(zhan)(zhan)(zhan)示(shi)，支持各(ge)(ge)基層(ceng)稽(ji)(ji)(ji)查(cha)(cha)人(ren)員(yuan)管(guan)理(li)(li)。２．６．３全(quan)業(ye)(ye)(ye)務(wu)(wu)(wu)成效(xiao)(xiao)可(ke)視化(hua)(hua)通(tong)過稽(ji)(ji)(ji)查(cha)(cha)工(gong)(gong)(gong)(gong)作(zuo)(zuo)(zuo)整(zheng)體情(qing)況(kuang)(kuang)、稽(ji)(ji)(ji)查(cha)(cha)實(shi)(shi)(shi)時(shi)監控、稽(ji)(ji)(ji)查(cha)(cha)成效(xiao)(xiao)３個方(fang)面(mian)展(zhan)(zhan)(zhan)(zhan)(zhan)(zhan)(zhan)示(shi)了在稽(ji)(ji)(ji)查(cha)(cha)監控工(gong)(gong)(gong)(gong)作(zuo)(zuo)(zuo)方(fang)面(mian)取的(de)工(gong)(gong)(gong)(gong)作(zuo)(zuo)(zuo)成果(guo)。稽(ji)(ji)(ji)查(cha)(cha)工(gong)(gong)(gong)(gong)作(zuo)(zuo)(zuo)整(zheng)體情(qing)況(kuang)(kuang)：通(tong)過事(shi)(shi)中監控、事(shi)(shi)后(hou)稽(ji)(ji)(ji)查(cha)(cha)、各(ge)(ge)場景異常(chang)問題情(qing)況(kuang)(kuang)對比多個指(zhi)標(biao)，展(zhan)(zhan)(zhan)(zhan)(zhan)(zhan)(zhan)示(shi)稽(ji)(ji)(ji)查(cha)(cha)工(gong)(gong)(gong)(gong)作(zuo)(zuo)(zuo)整(zheng)體開展(zhan)(zhan)(zhan)(zhan)(zhan)(zhan)(zhan)情(qing)況(kuang)(kuang)。稽(ji)(ji)(ji)查(cha)(cha)實(shi)(shi)(shi)時(shi)監控：以(yi)圖表(biao)等(deng)(deng)形(xing)式(shi)展(zhan)(zhan)(zhan)(zhan)(zhan)(zhan)(zhan)示(shi)稽(ji)(ji)(ji)查(cha)(cha)實(shi)(shi)(shi)時(shi)開展(zhan)(zhan)(zhan)(zhan)(zhan)(zhan)(zhan)情(qing)況(kuang)(kuang)。稽(ji)(ji)(ji)查(cha)(cha)成效(xiao)(xiao)：通(tong)過對經濟效(xiao)(xiao)益(yi)、管(guan)理(li)(li)提(ti)升、事(shi)(shi)前防(fang)范、事(shi)(shi)中監控、事(shi)(shi)后(hou)稽(ji)(ji)(ji)查(cha)(cha)成效(xiao)(xiao)的(de)提(ti)煉(lian)，以(yi)追回電(dian)(dian)量、挽回經濟損失、校(xiao)驗提(ti)醒次(ci)數(shu)(shu)等(deng)(deng)多個指(zhi)標(biao)，展(zhan)(zhan)(zhan)(zhan)(zhan)(zhan)(zhan)示(shi)稽(ji)(ji)(ji)查(cha)(cha)工(gong)(gong)(gong)(gong)作(zuo)(zuo)(zuo)的(de)成效(xiao)(xiao)。

３研究結論

通過開展電網營銷稽查全業務專題可視化(hua)研究(jiu)，有效地(di)提升了電(dian)網營銷稽查智(zhi)能化(hua)、精益化(hua)和規范化(hua)管理水平。

３．１以(yi)智能(neng)標簽體系為技術(shu)支撐，提升稽(ji)查智能(neng)化水平

以業務(wu)典型應用場景為參(can)考，基于業務(wu)整體邏輯，從多維(wei)度梳理綜(zong)合指標的影響因素，形成立體化的指標體系，創(chuang)新關聯監控模式，全(quan)方位(wei)、多角度的開展場景式稽查，提升(sheng)稽查智能化水平。

３．２開(kai)展營銷(xiao)實時管(guan)控和閉環管(guan)理，提高(gao)精益(yi)化管(guan)理水平

通過專家經驗自(zi)適(shi)應(ying)學習建(jian)(jian)立(li)事前預警(jing)規則(ze)和(he)事中監管稽查(cha)場景模型，實(shi)(shi)現營(ying)銷(xiao)業務實(shi)(shi)時在線監控，利用(yong)人員、賬號、電網資(zi)源(yuan)的關(guan)聯，實(shi)(shi)現稽查(cha)工(gong)單向業務系(xi)統和(he)移(yi)動終(zhong)端(duan)的實(shi)(shi)時傳(chuan)遞，有效銜接營(ying)銷(xiao)、采集等業務流程，建(jian)(jian)立(li)數據閉環管控處理(li)機制，提升(sheng)營(ying)銷(xiao)的精益化(hua)管理(li)水平(ping)。

３．３構建事(shi)前、事(shi)中、事(shi)后稽(ji)查體系(xi)，持續提升(sheng)營(ying)銷規范化(hua)管理水平

通(tong)過積累一(yi)線專家在(zai)稽(ji)(ji)(ji)查(cha)(cha)(cha)(cha)問題工(gong)作中的經驗智(zhi)慧，優化(hua)事前、事中、事后(hou)稽(ji)(ji)(ji)查(cha)(cha)(cha)(cha)場景模(mo)(mo)型。通(tong)過對稽(ji)(ji)(ji)查(cha)(cha)(cha)(cha)案例大數據的技(ji)術分析，發現稽(ji)(ji)(ji)查(cha)(cha)(cha)(cha)對象特征(zheng)信息與稽(ji)(ji)(ji)查(cha)(cha)(cha)(cha)問題的潛在(zai)關(guan)聯模(mo)(mo)式，建(jian)立針對性業務稽(ji)(ji)(ji)查(cha)(cha)(cha)(cha)模(mo)(mo)型，利用機器(qi)學習技(ji)術開展(zhan)模(mo)(mo)型訓(xun)練(lian)，不斷拓展(zhan)完善(shan)稽(ji)(ji)(ji)查(cha)(cha)(cha)(cha)模(mo)(mo)型，持續提升營銷稽(ji)(ji)(ji)查(cha)(cha)(cha)(cha)準確率(lv)和規范化(hua)管(guan)理水(shui)平(ping)。

參考文獻

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作者：鄒(zou)禹平 田雪(xue)松 付瑤 陳瑩 李華東 單(dan)位：國網(wang)天津市電力公(gong)司營銷服務中心