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论文编号：	12743
作者编号：	2320190783
上传时间：	2021/12/7 16:51:41
中文题目：	基于PDCA的A公司在线教育项目质量改进研究
英文题目：	Research on the Quality Improvement of A Company''s Online Education Project Based on PDCA
指导老师：	严建援
中文关键字：	K12在线教育；客户满意度；质量改进；PDCA
英文关键字：	K12 online education；customer satisfaction；quality improvement；PDCA
中文摘要：	20世纪末，信息技术的快速发展，为教育提供了先进的电子信息技术和工具，推动了在线教育的快速发展。尤其在2020年疫情爆发期间，“停课不停教、停课不停学”政策,以最大程度减轻停课带来的影响，极大的促进了在线教育的发展，在线教育企业不断涌现，企业同质化竞争厉害。因此，教学质量将直接影响在线教育企业竞争力的强弱。 A公司是一家发展有十多年的教育培训机构，公司已经上市，主要为学生提供小学、初中、高中全学科教学课程。2020年疫情促进公司用户急剧增多，目前公司有三分之二以上的用户是线上用户。但是，公司的在线教学项目也暴露一些问题，如学生参与性弱、师生体验不佳、教学效果不好等问题。这些问题在竞争激烈的教育培训行业中，严重威胁着公司的竞争地位。本文研究的目标就是改善在线教育项目质量，提升用户体验。 本文主要是通过PDCA来改进在线教育项目质量，提升学生体验，提高教学效果。首先通过文献研究、问卷调查法、访谈法，对学生和老师进行调查研究，通过调查学生对在线教育项目的满意度，用数据进行统计分析，发现线上教学质量存在的问题：系统稳定性差、主讲节奏太快或太慢、对学生缺少个性化关注、学习参与感低、课程难度大等问题。然后提出改进策略：增加互动次数，增强趣味性；对学生增加个性化关注；建立用户激励体系，提高用户参与动力；优化不同难度的课程选择以及调课机制；对比优秀老师，调整问题老师授课节奏；提高系统稳定性。实施策略后，对比改进前后客户满意度变化来检验PDCA在在线教育质量改进中的应用所取得的成效，同时对于出现的问题提出后续优化方案。本文通过对提高A公司在线教育项目的客户满意度研究，除了提高A公司的客户满意度，也为其他在线教育机构提供质量改进的方案策略参考。
英文摘要：	At the end of the 20th century, the rapid development of information technology provided advanced electronic information technology and tools for education and promoted the rapid development of online education. Especially during the outbreak of the epidemic in 2020, the policy of “suspending classes without stopping teaching and class without stopping school” has minimized the impact of class suspensions and greatly promoted the development of online education. Online education companies continue to emerge and enterprises are homogenized. The competition is fierce. Therefore, the quality of teaching will directly affect the competitiveness of online education companies. Company A is an education and training institution that has been in development for more than ten years. The company has been listed on the market and mainly provides students with all-subject teaching courses in elementary, junior and senior high schools. The epidemic in 2020 has promoted a sharp increase in the company's users. At present, more than two-thirds of the company's users are online users. However, the company's online teaching program also exposed some problems, such as poor student participation, poor teacher-student experience, and poor teaching effects. These problems seriously threaten the company's competitive position in the highly competitive education and training industry. The goal of this thesis is to improve the quality of online education projects and enhance user experience. This thesis mainly uses the PDCA cycle to improve the quality of online education projects, enhance student experience, and improve teaching effects. First, through literature research, questionnaire survey method, interview method, the students and teachers are investigated and researched. Through the investigation of students’ satisfaction with online education projects and statistical analysis of data, the problems of online teaching quality are found: poor system stability, The lectures are too fast or too slow, lack of personalized attention to students, low sense of participation in learning, and difficult courses. Then propose improvement strategies: increase the number of interactions to enhance interest; increase personalized attention to students; establish a user incentive system to increase user motivation for participation; optimize course selection and adjustment mechanisms of different difficulties; compare excellent teachers and adjust the teaching rhythm of problem teachers ; Improve system stability. After implementing the strategy, compare the changes in customer satisfaction before and after the improvement to verify the effectiveness of the application of the PDCA cycle in online education quality improvement, and at the same time propose follow-up optimization plans for problems that arise. Through the research on improving the customer satisfaction of company A's online education project, this thesis not only improves the customer satisfaction of company A, but also provides reference for other online education institutions to improve the quality of the program strategy.
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