頁籤選單縮合
題 名 | 運用科技管理提昇臺電公司服務品質之研究=Enhance the Service Quality of Taipower Co.with Technological Managmenet |
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作 者 | 吳思華; 李仁芳; 溫肇東; 吳豐祥; 別蓮蒂; 張愛華; 熊正一; | 書刊名 | 台電工程月刊 |
卷 期 | 608 1999.04[民88.04] |
頁 次 | 頁67-82 |
分類號 | 575.16 |
關鍵詞 | 科技管理; 服務品質; 電力產業; 抄表收費; Technological managemetn; Service quality; Electric power industry; Metering and billing services; |
語 文 | 中文(Chinese) |
中文摘要 | 隨著時代的進步,各種高科技的商品不但逐漸地溶入了人們的日常生活,也已經 普遍地應用在不同的產業中。許多廠商都嘗試透過對於通訊與資訊科技的研發,來提昇其生 產和服務的品質。台電公司做為生產事業的龍頭產業,對於高科技引進一直領先於國內其它 的公營事業。然而傳統上台電過於強調生產效率的提昇,而忽略了服務品質的改善,是故在 新科技的引進上,也產生了某種程度的偏差。有鑑於此,本研究團隊接受了台電公司的委託, 針對申請用電、線路遷移、停電作業、抄表收費、和電話語音系統服務等五項與客戶服務品 質密切相關的主要議題,進行了深入的調查訪問。除了發現了部份問題的癥結點外,也研究 以國內外領導廠商的服務方法做為借鏡,提出以科技管理改善服務品質的具體建議,並依短 中長期的實施重點進行分類,以因應台電未來作業之需求。 |
英文摘要 | Technology has been playing an important role in improving productivity for decades. Nowadays it is also widely used as a tool to enhance the service quality in many other service industries, including public utilities. However, Taipower, as a production-based industry, is much more interested in improving its production efficiency, other than in enhancing its service quality. This paper examines the service applying process, power line facilities reallocation, metering and billing activities, and voice responding system in Taipower Company. These issues are highly concerned by the company's top managers. The experiences of enhancing service quality by technological ideas and products in major power companies of America, Europe, and Japan are introduced. Technology application in other serviceoriented industries are explained in detail. Suggestions for enhancing the current service quality in Taipower are also discussed with tailored schedules for possible competition in future. |
本系統中英文摘要資訊取自各篇刊載內容。