摘要
客户服务工作作为电力企业的一项重要经营活动，不仅关系到电力客户的切身利
益，也关系到电力企业的经营效益，更影响到整个电力行业作为国家重要支柱产业的社
会责任与企业形象，具有举足轻重的地位。随着现代社会的高速发展，客户意识特别是
维权意识变得越来越强，客户对电力服务的需求也呈现出多样化趋势，这使得电力企业
客户服务工作的重要性越发突显出来，但同时也伴随着巨大的服务风险问题。传统的电
力服务模式更多的是“被动”响应，其及时性、精准性等方面的弊端已逐步显现且无法
适应和满足当下电力客户多样性的服务需求。近些年，电力企业不断推进电力信息化建
设，特别是自动化信息设备、终端采集设备等的普及和应用，使得利用大数据手段开展
客户服务过程优化研究工作成为可能，特别是作为直接面向客户的市级供电公司而言，
利用电力大数据开展客户需求预测分析、优化服务业务流程、提供主动式服务等工作，
对于提升市级供电公司客户服务能力和水平、防范电力企业经营服务风险、推动电网和
客户的和谐发展，具有非常重要的理论和现实意义

本文在充分研究大数据相关分析理论的基础上，以某一市级供电公司为研究对象，
对该供电公司在客户服务工作上的现状和存在的问题进行了剖析，提出了主动感知、快
速响应以及精准服务的客户服务目标。通过引入大数据分析方法，如关联挖掘、聚类分
析、决策树等，对公司客户服务的相关业务数据开展了深入的挖掘，形成了客户需求热
点监测、业扩报装辅助分析、故障点辅助研判、客户用电行为分析、行业趋势分析以及
服务舆情预警等主题分析工具，并纳入常态化监测工作。这些工具的应用，一方面提升
了该供电公司在主动感知客户服务需求方面的能力，为公司业务部门快速制定服务对
策、响应客户需求提供了基础依据，另一方面优化了公司客户服务工作的相关业务流程，
提升了服务效率和效果，为客户提供精准化的主动服务创造了有利条件

关键词：供电服务；客户服务；大数据；优化应用华北电力大学专业硕士学位论文
II
Abstract
Customer service is an important business activity of electric power companies, it is not
only related to the interest of customers but also related to the benefit of companies, and it
plays an vital role in electric power industry. With the rapid development of society, customer
awareness, especially rights consciousness, has become more and more strong and customer
demand for electric service has also showed diversity trend, so the importance of customer
service has becoming prominent with the huge service risk. Traditional service mode is a
passive response, the disadvantage of its timeliness and accuracy has gradually emerging and
then it can’t satisfy the various power service requirements. Power information construction
has gained developed in recent years, particularly the popularization and application of
automatic information equipment and terminal acquisition device, it makes using big data to
do research works on customer service optimization become possible. The use of big data
technology to analyze customer demands, optimize service processes and provide active
services has a theoretical and practical significance for improving the municipal power
company’s service level, against business service risk and promoting the harmonious
development between companies and customers.
Based on a research of big data theory, this paper regards one municipal power supply
company as a research object. The present status of customer service and exist problems are
deeply discussed. We proposed the customer service objective which includes active
perception, rapid response and accuracy. Some analysis methods in big data like association
mining, cluster analysis and decision-making tree, etc. are introduced into this paper. These
methods have a deep research on relevant data about customer service and form a series of
theme analysis tools, such as hotspot monitoring of costumer demand, work assistant analysis,
fault point judgement, behaviors analysis of customers, power industry trend analysis and
public sentiment analysis and alert. The utilization of these methods, on the one hand,
improve the ability of company to active perception about customer demand and provide data
for responding demand and formulating service strategy. On the other hand, it will optimize
the relevant business process, promote service efficiency and create an advantage of providing
an accurate and active service for the customers.
Keywords: Power Supply Service; Customer Service; Big Data; OptimizationApplication华北电力大学专业硕士学位论文
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目 录
摘要.....I
Abstract.....II
目 录.......III
第 1 章 绪论...........1
1.1 研究背景及意义..1
1.2 国内外研究现状..2
1.2.1 国外研究现状.......2
1.2.2 国内研究现状.......3
1.3 研究内容和基本框架......4
1.4 研究方法和技术路线......5
第 2 章 相关理论...6
2.1 大数据基本定义及其挖掘理论..6
2.1.1 大数据基本定义...6
2.1.2 大数据挖掘理论...8
2.2 供电公司客户服务的内涵和数据基础10
2.2.1 供电公司客户服务的内涵.........10
2.2.2 供电公司客户服务的数据基础.11
2.3 本章小结13
第 3 章 某供电公司客户服务现状和存在问题.14
3.1 某供电公司客户服务工作的现状........14
3.1.1 公司概况.14
3.1.2 公司客户服务的现状.....14
3.2 某供电公司客户服务工作存在的问题16
3.3 本章小结16
第 4 章 某供电公司客户服务过程优化研究.....17
4.1 某供电公司客户服务工作目标1
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