面向供电企业客户服务与营销业务的前后台分离框架探索

摘要

By the external situation analysis, industry status investigation, practical case studies and theoretical research, the paper analyzes the necessity of front⁃back stage decoupling con⁃struction in power grid enterprise. Combined future power supply customer service features, the paper introduces innovatively knowl⁃edge⁃intensive business services(KIBS)architecture as architec⁃ture foundation for power grid enterprises to carry out front⁃back stage decoupling. Front⁃back stage decoupling framework of cus⁃tomer service and marketing business process in power grid enter⁃prise is proposed in the paper, which can improve operational effi⁃ciency and keep competitive advantage. The research will be as some guidance and reference to some extent for power grid enterprise.%通过外部形势研判、行业现状调研、实践案例分析和理论研究，分析了供电企业开展前后台分离建设的必要性，结合未来供电客户服务演变特征，引入KIBS架构作为供电企业实施前后台分离的架构基础，探索性的提出了面向供电企业客户服务与营销业务的前后台分离框架。该框架利于为供电企业提高服务运营效率、引领未来市场竞争优势，具有一定的参考价值和借鉴意义。