External evaluation of electric power supply service quality based on service blueprint technology

This paper designs an electric customer satisfaction evaluation index system based on the service blueprint theory,which covered every process of the electric customer service.

Firstly the service blueprint is used to describe the service process, then the masters and objects for interior evaluation of service quality are discerned based on the blueprints for each procedure in the process.

Under the guide of this meta-model, the analyst can model organizational structure and business behavior of enterprise with organizational view and business view, and extract goal model from these two views.

The article introduces the Library BPR and analyzes the traditional library business processes defects.

The pirate problems are extensive in the library business under network environment, which are maybe appeared in the business of purchasing legal electronic literature and database service, such as copy, record, interlink age and downloading which are provided by library, works digitalization to entering the public fields, compiling and translating works in the network, electronic press cutting.

The same or similar function services are accumulated into a kind of service set in this model, which is organized by the spanning tree, and the business spanning graph is formed according to workflow’s business logic relation.