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论文编号：	4654
作者编号：	2120102736
上传时间：	2012/12/7 14:31:32
中文题目：	CX供电公司大客户选择与电费收缴对策研究
英文题目：	The research of choosing customers and retrieving electricity bills countermeasures for CX Company
指导老师：	李东进
中文关键字：	供电公司；客户关系管理；电费收缴
英文关键字：	Power Supply Company；Customer Relationship Management ；
中文摘要：	随着产业结构的不断调整以及市场经济愈发激烈的竞争，CX供电公司管理辖区内每年都会有相当多的客户面临亏损和破产，使大笔的电费欠收，长期以来成为呆帐、死帐、坏账，因此如何提高电费收缴率成为供电企业利润提高的关键环节。供电企业针通常对欠费客户采取停电，这对于追缴已经发生的欠费的作用甚微，同时还会影响到客户与供电企业的客户关系恶化，为后期的电费收缴工作带来更多的阻力。其次，强制性的手段的实施不仅会影响客户的缴费积极性，也减少了售电量，从而影响供电企业的经济效益。由此得出，欠费发生后的事后控制并不能达到提高电费收缴率的目的。 针对上述情况，CX供电公司需要实施更加有效地电费收缴策略，达到客户和企业的共赢。对于电费收缴工作陷入的困境，CX供电公司采取了更多的电费缴纳方式和欠费后的催缴策略，虽然在一定程度上缓解了收缴电费工作的压力，但单一的催费措施只是一种短期行为，而且在这些措施的操作执行中还存在不同程度的弊端。另外，CX供电分公司电费收缴的工作重点主要放在追缴已经发生的大额欠费上，这种追缴方式的时间和人力成本巨大，追缴成功率甚微。 对现有的大用户进行客户信用等级分级，并进行用户经营情况的跟踪，规避更多的欠费风险，才是有效提升电费收缴工作的根本。由于电力产品的特殊性，用电和缴费的并不同步，加强缴费和用电时间差内的客户信用管理尤为重要。在结清电费的日期前，供电企业要时时动态监督信用等级较低客户的经营情况，防止客户的经营及产权发生重大变化，延误甚至影响电费的按时缴纳。本文通过对CX供电分公司所属客户的电费收缴情况进行分析，深入剖析欠费的原因，将电力市场细分，找出目标市场，然后对目标市场的客户信用等级进行评价，采取相应的差异性的服务措施及保障措施，提高电费收缴率，最终达到企业与客户的双赢。
英文摘要：	With the continuous adjustments of the industry structure and more fierce competence in the market economy, many of the customers of the CX Power Supply Company get a loss and even go bankrupt, which cause the payments for using the electricity to the CX Company unavailable. So these part of revenues become the dead accounts in the long run, the way to enhance the retrieve of the electricity bills can be the very important point to improve the profit of the Power Supply Company. From the past experience, some compulsory methods which belong to the afterwards control, such as, cutting off the power, were used to force the customers who didn’t pay the bills to complete their loans. Those methods maybe lead to some good results in retrieving, but the shortcomings are also obvious reflected in two aspects: first, the power failure will make great losses for these customers, because without electricity some regular production, transportation processes will have to be suspended. Second, the sales of electricity of the Power Supply Company itself will decline by cutting the power from customers, and will damage the company’s own profit. As a result, these kinds of compulsory means are not worthy for both sides. To solve the problem, CX Company should have to come up with some other effective methods to retrieve the bills and to get a win-win situation. At presents, CX Company has used more ways for customers to pay and for company itself to retrieve electricity bills, but which are all short term methods and have many defects in the real implementation. In addition, CX Company focus more of its attention on the debts that have a big number, but these retrieving works are of little help, and lead to huge costs in both time and human resources. Actually, the basic and key point of getting the owing-bills paid is to establish a customer credit rating model to divide the current customers, and to follow their management conditions, and then to reduce the risk. Because of the specialty of the electricity product, that the using and paying processes are not occurred in the same time, the managements of customer credit are of great importance. Before the paying time, the power supply company should monitor the customers with lower credit from time to time to see whether their businesses are in good condition or not, and to prevent the customers from owning the fees. The paper first analyzes the retrieve work of CX Company from its customers and the reason why they cannot pay. Then, the paper segment the market of Power Supply industry to find the target customer of the CX Company, and rate the target customer by their credit levels. At last, according to different credit levels, the paper brings out different strategies to serve the customers, to increase the ratio of effective retrieve work, and to create a win-win situation of both the CX Company and its customers.
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