The water supply marketing department is one of the most important functional departments of water supply enterprises, and its work functions are directly related to the economic and social benefits of water supply enterprises. Specifically, it mainly involves five indicators: water fee recovery rate, water leakage Loss rate (production-sales difference rate), water meter integrity rate, water price adjustment time rate, customer satisfaction rate. It can be said that the work quality and management level of the marketing department determine the development potential and external service level of water supply enterprises to a certain extent.
https://mp.weixin.qq.com/s?__biz=Mzg3NzkxNTI1MA==&tempkey=MTIxMl9aV0NFbVRzMk5EenN6WGVmcEFBQXdCSENUVUtpNV9wRHBJcEVTODcxcWJqSkVXLWJKYkRubDlMVDhfenpxVWsyYmljYjZZSEkzUy1la1ZCZVpMTGo2NzYwMVphVXVlVl92OEJzNHZDVy1NemtzX3ZNVmZId09mckp4X2JNd0tNbXEzeUt5RVhxaGlPSGR0QTVFelNUaldUWnV0UmU1Q1JvQ2NRbkJnfn4%3D&chksm=cf1afffdf86d76eb2fb85dd72d1b3c50d429fe089836ffab4b6fe3ae3339b073cdf51307fd50&token=1924590850&lang=zh_CN#rd1. Status Analysis
Water fee recovery rate : Due to the particularity of the water supply industry, numerous historical problems and subjective and objective reasons, water supply companies generally have a low water fee recovery rate. Analyzing the subjective reasons are mainly: the decision-making level, management level and executive level of the water company need to further improve their ideological understanding, the public opinion propaganda has not yet created momentum, and the implementation of payment reminder measures is not effective. The main objective reasons are as follows: First, rural arrears, especially after the implementation of the regional water supply strategy by the water department, although the water supply scale has expanded, the rural water supply still basically follows the water supply model of the total sub-meter system, and the measurement errors of the total and sub-meters have become increasingly prominent; The second is the arrears of closed down, merged, bankrupt, and poorly profitable enterprises: these enterprises always sacrifice the interests of water supply companies, and they are in arrears or do not pay water fees for a long time. The third is the arrears of special user groups: due to historical legacy, demolition, subsidies and other reasons, various conflicts are entangled. Users need to drink water, but they do not pay water fees, and so on, and so on. The arrears are snowballing, getting bigger and bigger, and the accumulation is hard to recover, which seriously restricts the sustainable development of water supply enterprises.
Water leakage rate : According to data, the average water leakage rate of urban public water supply systems across the country will reach 12.68% in 2021. The main causes of water leakage include pipe network leakage, measurement errors, illegal water use, and damaged facilities. Leakage of pipe network: factors such as changes in pipeline foundation, poor quality of pipe materials, irregular pipeline installation, excessive service life, brutal construction, and man-made damage cause pipeline damage and water leakage. Measurement error: mainly includes the measurement error of factory water and user water meter. The measurement error of factory water mainly comes from the inaccurate measurement accuracy and unstable operation of the meter (such as flow meter) itself; Large caliber and small flow rate, artificial meter estimation, etc. Illegal water use and damage to facilities: Including non-fire situations, unauthorized opening of urban municipal public fire hydrants to obtain water; artificial damage to public fire-fighting facilities resulting in water loss; unauthorized collection of water on urban public water supply pipes and auxiliary facilities in front of the main watch; Altering and moving the front meter, and using technical means to make the front meter stop, reverse, or stagnate; man-made damage or theft of public water supply facilities due to construction or other reasons cause water loss; Units or individuals transfer water supply; after users have been cut off due to arrears of fees, violations of regulations, etc., privately install water meters or directly steal water from pipes; dismantle, forge, open the metering device sealed by a statutory or authorized metering verification agency to steal water, etc. .
Water meter intact rate: The water meter maintains a good operating condition, which is an important prerequisite for accurate measurement. Due to the failure of the main valve, large areas of water in the area to be stopped, and uncooperative users, the water meter is used beyond the cycle; municipal construction, community renovation, road widening, violations of regulations Changes in the environment such as buildings cause the water meter to be buried and the meter box to be piled up; the sewer and septic tank leaks cause the water meter to be submerged; the meter well, meter box, meter cover, and water meter are artificially damaged; the pointer of the water meter jumps and the movement is deformed wait.
Timely rate of water price adjustment : The main reason is that the water company did not implement the countersignature system in the early stage of the user's water receiving procedure, and the user changed the nature of the water without permission. When users apply to receive water, it is domestic water, but actually it is business water or special water. This phenomenon is especially common in street-facing houses, storefront rooms, shampoo rooms, high-end bathing rooms, beauty salons, and garages that have been changed to storefront rooms. Due to the obvious price difference between operating water, special water and domestic water, users often seek advantages and avoid disadvantages.
Customer satisfaction rate: The marketing department is an important window for the water company to the outside world. Most of the conflicts between users and the water company are finally reflected in the water meter and water fee. For the marketing department, it is mainly manifested in the lack of responsibility of the meter readers: Not seeing the water meter in time, not copying the readings in time, not delivering the payment bill in time; not carefully observing whether the water meter is normal, not seriously consulting users, not earnestly recording, transmitting data, and not earnestly contacting users regularly; copying mistakes, writing mistakes , Miscalculation, Regardless of whether the user has any doubts, the meter reader’s wishful thinking and willful behavior will cause economic losses to the user; the inspector’s attitude is not correct and the method is not flexible, causing user resistance; I don't understand; the bank collects the water fee on behalf of the bank, and the counter artificially refuses to accept cash (because the amount of water fee is small), causing the user to go back and forth multiple times for one thing; when the card deduction account has insufficient balance, the user is not reminded, causing the user to pay late fees, etc. All these have affected the external service image of the Water Division.
2. Countermeasures and suggestions
Water fee recovery rate: tap water water fee is the economic lifeline of water supply enterprises and the first factor for the survival and development of enterprises. The decision-making, management, and executive levels of water supply companies must attach great importance to it, work together, and speak with one voice. As a marketing department, it is even more duty-bound and obligatory to actively analyze the composition and reasons of arrears, and take practical and effective measures to recover the arrears by every possible means. For example, as far as rural arrears are concerned, a focused and targeted area can be selected as a breakthrough, allowing them to arrears, but gradually compressing their 3-5 year arrears cycle to 2-3 months, and finally reaching Pay in full in the current month; factories and enterprises with water use, and units without collection in the same city must settle the water fee in the same month; the collection personnel in the marketing department must carry forward the spirit of "one is not afraid of hardship, and the other is not afraid of ugliness", and actively and proactively come to the door to collect payment. For those who fail to pay or maliciously default in arrears, the marketing department can resolutely, cleanly, completely and completely dismantle the water meter and stop the water supply in accordance with the "Urban Water Supply Regulations" and "Water Supply Contract"; Call for payment in accordance with the law and investigate its legal responsibility.
Water leakage rate: The tap water pipe network is a factory without walls, and the quality and operating conditions of the pipe network directly affect the water leakage rate. Under the new situation, water supply companies need to invest a certain amount of funds, vigorously promote new materials, new technologies, and new processes, and carry out technical transformation of pipe networks. It is also possible to set up a leak detection team and purchase advanced leak detection equipment to improve the efficiency of leak detection. Strengthen the inspection and management of the pipe network, which can not only ensure safe water supply, but also reduce the rate of water leakage. Strictly implement the relevant measurement management standards, pay attention to high precision and stable performance in the selection of water meters, flow meters and other equipment; strengthen the regular verification and periodic meter replacement system of water meters, flow meters and other measuring instruments to ensure the quality of factory water measurement and user water meters. Accuracy and reliability; for special water use, including water company's own water, pipe emptying, flushing water, municipal public water and welfare water, etc., it should also be included in the scope of measurement. Strengthen the legislative work of urban water supply, establish a system of water supply inspection and award reporting, resolutely crack down on illegal activities such as water theft, ensure the safe operation of public water supply facilities, and maintain the normal order of the water supply market.
Integrity rate of water meters: Two points are mainly emphasized: one is the quality of water meter installation, and the other is timely feedback of information from meter readers. The design department and construction department of the water department must strictly design specifications, construction specifications, acceptance standards, and accountability systems. If conditions permit, the water department can also introduce a supervision system to ensure the operating conditions of the water meters from the source, thereby ensuring the accuracy of measurement. The meter reader deals with the water meter every day, and is familiar with the state of the water meter. He has the responsibility and obligation to feedback the information of the water meter in the first time: Is it normal to read? Is the water usage normal? Has the nature of water use changed? Is it a trouble table? How urgent is the change? If the meter reader encounters damage to the meter well, meter box, meter cover, or buried water meter, he is also responsible and obliged to publicize to the user the principle that the user is obliged to maintain the water meter in the "Water Supply Contract", and work together Good water meter maintenance works. The water department also arranges special funds to step up rectification of the difficult tables that affect copying. The water department shall establish a regular survey system for water meters.
Timeliness of water price adjustment: The focus is on two tasks: first, users must clean up and countersign in writing the remaining problems of the water supply facilities at the original site and the original unit according to the water supply and marketing departments of the water company before going through the water receiving procedures such as new installations and meter changes. Users need to bring the demolition contract, land acquisition red line map, copy of recent water fee invoice and other materials with them before the written countersign. During the relocation process, the demolition unit shall clean up the water supply public facilities such as pipelines, gate valves and fire hydrants in time according to the red line of land acquisition, settle the original arrears and dismantle the remaining water arrears in the water meters. At the same time, adjust the water price in time. The second is that the inspection team of the marketing department increased the frequency of inspections, issued a reminder of the change in the nature of water use in a timely manner, and adjusted the water price. For users of mixed water, according to Article 29 of the "Measures for the Administration of Urban Water Supply Prices": "Mixed water should be measured by separate meters, and the higher water price will be applied for those without separate meters". For those with clear pipelines, the nature of water use can be distinguished If it is determined, one household has multiple meters, and the water price is measured by sub-meters.
Customer satisfaction rate: the key is to establish the service concept of "quality service is the life of a public utility enterprise". As a marketing department, you can try the "piece meter reading system", which not only regulates the meter reading behavior of the meter readers, but also improves the enthusiasm of the meter readers; you can try the "customer representative system", and implement the "reservation service" for meter replacement and the "reminder service" for inspections. ", charging "one-stop service" and so on. In short, the user's requirements are ever-changing, but they are always the same. To solve the fundamental problem, it is necessary to improve the work quality and work standards of the marketing department, perform their duties, perform their duties, and take responsibility, in order to meet the same needs. ever-changing. Of course, change is absolute, while invariance is relative.
3. Grasp the key
One is people-oriented and strives to realize employee self-management. First-class quality can create first-class products. Watson, the former president of IBM, has a famous saying "You can take over my factory and burn my factory building, but as long as I keep my people, I can rebuild IBM." This sentence fully demonstrates that maintaining the quality advantage of human resources, It is the key to enhance the vitality and competitiveness of enterprises, and the quality of people determines the quality of products. For the marketing department, the quality of people determines the quality of work and service. In Maslow's hierarchy of needs (physiological, social, safety, esteem, self-actualization) self-actualization is the highest level of needs. In other words, what can satisfy people's deepest and most essential needs is not money and material things, but the discovery and realization of self-worth. The marketing department should establish a competitive incentive mechanism through selecting people according to the situation, knowing people according to the knowledge, job rotation, and talent flow, so as to form an atmosphere that is conducive to talents to stand out. At the same time, strengthen team management, cadres lead by example, party members maintain their advanced nature, and role models lead to others, so as to promote the improvement of employees' own management level.
The second is to standardize the marketing business chain and form a service chain. The main functions of the marketing department include meter reading, charging, meter replacement, meter dismantling, leak detection, inspection, etc. Externally, it serves the vast number of users, and internally, the previous process serves the next process. When the founder of German Siemens Electric Company talked about the history of entrepreneurship in his later years, he once said a very intriguing sentence: "In my life, the research I choose is always based on the premise of public interest, but in the end, the biggest beneficiary But it’s always me.” As a marketing service chain, the quality of work and the level of service in each link are directly related to the economic and social benefits of the water company, which can be said to play a decisive role, and affect the whole body. The marketing department should standardize the marketing business chain, form a service chain, and conduct comprehensive quality management, so as to finally achieve the goal of zero defect in copying, zero distance in service, and zero complaints from users.
The third is to adhere to scientific and technological innovation and realize information management. The starting point of technological innovation in the marketing department is the user, and the end point is still the user. Under the new situation, it is an inevitable trend for the marketing department to establish a comprehensive five-in-one information management system for households (users), meter (water meter), quantity (water volume), price (water price) fee (water fee). With the help of the information management system, clarify the corresponding operation specifications, make the report data and other codes, standardize, and standardize; further make the marketing management work program and business process, and automatically generate user profile data, meter reading data, charging data, and meter status Data, etc., to ensure the seriousness, integrity, and continuity of the data. At the same time, through the information management system, functions such as intelligent query, reminder service, and payment of arrears are realized, and information integration and sharing with other management systems of the water company are realized, so as to promote the improvement of the overall information construction level of the water company.