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论文编号：	13833
作者编号：	2320200595
上传时间：	2023/5/31 21:55:37
中文题目：	G公司培训业务服务质量管理改进研究
英文题目：	Research on the improvement of G Company''s training business Service Quality Management
指导老师：	卿志琼
中文关键字：	素养培训；质量；服务管理改进；PDCA循环；六重维度
英文关键字：	Literacy training；Service；Quality management improvement；PDCA cycle；Six dimensions
中文摘要：	自“双减”政策实施以来，越来越多像G公司一样的培训机构需要从K12培训向素养培训转型。而这一转型并不是简单的产品线的调整，随着用户群体的特性转变，用户的关键需求也产生了较大转变。在这一形势下，如何提升用户的满意度，加快企业的转型，令企业在行业能获得优势处于领先地位成为企业发展的关键。 本篇论文以G公司作为研究对象，明确K12培训向素养培训转型后，研究其服务质量管理改进存在的问题。首先通过问卷调查与案例分析的方式对G公司培训业务当前的培训业务进行了研究，再通过SERVPERF模型进行诊断，并且根据G公司所处行业类型的特性，进行相关宏观维度和微观因子的调整优化，得出G公司服务质量管理改进的核心六重维度，再结合G公司原有的两次服务质量管理改进措施，分析当前G公司服务质量管理的核心问题所在。在此基础上，进一步通过相关的案例分析与数据调查，以PDCA循环为工具分别分析其各个环节的问题所在，并分析出相应的解决方案。从G公司的实际业务出发，详细研究培训业务下用户期待的六重维度，再借助李克特五级量表与相关分析工具，对G公司PDCA各个阶段所存在的问题进行研究，从而得出各个阶段的改进方案。在验证阶段，基于前期的PDCA循环，结合研究中对服务质量改进影响最大的六重维度关键因素，进行改进方案的验证分析，通过过程数据与结果数据的双重佐证，论证了改进方案的有效性。此外，论文站在公司长远发展的角度，通过分析现有市场环境与未来的变化趋势，从G公司服务质量管理改进的保障体系建立与战略维度的改革进行研究，提出改进建议，来确保改进方案的有效实施。 论文基于PDCA工具构建G公司服务质量管理改进的目标、方案和实施保障，把服务质量管理相关理论应用到G公司培训业务中，具有一定的理论应用创新价值。论文研究对G公司培训业务服务质量管理的改进具有一定的指导作用，同时对相关企业实施服务质量管理具有一定的参考价值。
英文摘要：	Since the implementation of the "double reduction" policy, more and more training institutions like Company G need to transform from K12 training to literacy training. And this transformation is not a simple product line adjustment, along with the characteristics of the user group change, the user's key needs also have a great change. In this situation, how to improve user satisfaction, accelerate the transformation of enterprises, so that enterprises can gain advantages in the industry to take the leading position has become the key to enterprise development. This Thesis takes Company G as the research object to clarify the problems existing in the improvement of service quality management after the transformation from K12 training to literacy training. Firstly, the current training business of Company G was studied by means of questionnaire survey and case analysis, then the SERVPERF model was used for diagnosis, and relevant macro dimension and micro factor were adjusted and optimized according to the characteristics of the industry type of Company G, and the core six dimensions of service quality management improvement of Company G were obtained. Combined with the two original service quality management improvement measures of A company, the core problems of the current service quality management of A Company Gre analyzed. On this basis, further through the relevant case analysis and data investigation, PDCA cycle as a tool to analyze the problems of each link, and analyze the corresponding solutions. Starting from the actual business of Company G, this paper studies in detail the six dimensions of user expectations in the training business, and then studies the problems existing in each stage of PDCA in Enterprise A with the help of five-level Likert scale and relevant analysis tools, so as to obtain the improvement plan for each stage. In the verification stage, based on the previous PDCA cycle and combined with the key factors of the six dimensions that have the greatest influence on the improvement of service quality in the research, the verification analysis of the improvement scheme is carried out. Through the double testimony of process data and result data, the effectiveness of the improvement scheme is demonstrated. In addition, from the perspective of the company's long-term development, this paper analyzes the existing market environment and future trends, studies the establishment of the guarantee system for the improvement of Company G's service quality management and the reform of the strategic dimension, and puts forward improvement suggestions to ensure the effective implementation of the improvement plan. Based on PDCA tool, this paper constructs the target, scheme and implementation guarantee of service quality management improvement of G Company. Applying the theory of service quality management to the training business of G company has a certain theoretical application innovation value. The research of this paper has a certain guiding role for the improvement of training business service quality management of G Company, and also has a certain reference value for the implementation of service quality management in related enterprises.
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