关键词: 承诺制, ESIRA方法, 绩效分析, 流程优化, 电网企业

Abstract: Power grid enterprises have the problems of insufficient competition consciousness,redundant process and low efficiency.To adapt to the external market competition and the requirements of enterprise management on improving the quality and efficiency,a method of “commitment system” to promote process optimization was proposed.It took customer demand as the guidance and applied the reform measures of “one promise,four reductions and two strengthening” to optimize the responsibilities and simplify business process,and a closedloop management mechanism with clear rules in advance and strengthened supervision during and after the event was established.Focused on the optimization of business environment externally,the optimization of customer service process was promoted comprehensively for improving customer satisfaction.Focused on efficiency internally,the optimization of waste material disposal process was promoted comprehensively around quality and risk.The project practice provided a reference method template and case for enterprises to carry out process optimization normally.

Key words: commitment system, ESIRA method, performance analysis, process optimization, power grid enterprises