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论文编号：	7239
作者编号：	2120132725
上传时间：	2015/6/3 11:52:19
中文题目：	新东方服务质量管理现状及改善对策研究
英文题目：	Study on the Status and Improvement of Service Quality Management in New Oriental
指导老师：	李建标
中文关键字：	培训机构；教育培训；服务质量；管理体系
英文关键字：	Training institution; Education and training; Service quality; Management system;
中文摘要：	随着我国经济的快速发展，知识的重要性越来越受到大众的认可和接受，很多家长开始把孩子送往各种教育培训行业去补习功课，或学习新的艺术技能等，因此，教育培训机构得到空前的发展机会。由于学生和家长观念的转变和提高，渐渐对教育培训机构摆脱了过去盲目崇拜言听计从的“幼稚状态”，对教育培训机构的评价结果开始发生改变，开始对教育培训机构的服务质量表现出明显的不满意情绪。因此，教育培训机构的科学发展之路就在于提高质量管理意识和管理水平，切实满足学生能力和素质的发展要求。因此，在教育培训机构构建科学化、高效化的教育质量服务管理体系，为学生和家长提供合格的教育培训服务获得认可和好评，才能够使教育培训机构获得充足的发展动力，实现科学化的可持续性发展。本文在第一章首先论述调查研究的研究的背景和意义、研究的技术路线和主要贡献，在第二章相关理论和文献研究中从服务质量管理的核心理念以及服务质量管理的原则两个角度简单论述服务质量管理的相关理论，然后简单介绍教育培训机构质量管理基本理论，最后从教育质量的定义、教育培训服务质量的内涵以及教育培训服务质量管理的内涵简单阐释教育培训服务质量管理的内涵。在第三章新东方服务质量管理的现状及问题中简单介绍了新东方的服务对象、新东方的组织结构、新东方服务质量管理概况以及新东方服务质量管理的问题等几方面的内容。在第四章新东方服务质量管理问题出现的原因分析中详细论述对客户需求缺乏深层次的理解、缺乏严密的质量控制系统以及缺乏系统的工作人员培训体系等三方面的内容。在第五章新东方服务质量管理问题的相关对策中详细论述了建立新东方服务质量管理体系、新东方服务质量的定位管理以及新东方服务质量管理的有关策略三个方面的内容，其中，从强化服务质量管理意识、制定服务计划提升质量、有效识别客户需求准确定位、营造良好的服务质量氛围、重视外部营销与内部管理的配合、构建优质教育服务团队以及加强教育工作者的有效激励七个角度详细论述新东方服务质量管理的有关策略。
英文摘要：	With the rapid development of our economy, the importance of knowledge has been more and more recognized and accepted. A great deal of parents started to get their kids to extracurricular classes for tutorial lessons and new skills, hence the potential market of education and training industry is quite optimistic. However, due to the awakening consciousness towards the industry, parents and students are walking out of the blind warship and demonstrating their unsatisfactory and higher demands. As a result, the right way for education training institutions’ development is to improve their management consciousness and level in order to meet the requirements of students’ ability and quality development. Therefore only by constructing a scientific and efficient education service quality management system to earn the recognition and high praise from parents and students via providing qualified service can training institutions obtain enough power to realize sustainable development. In the first chapter, this paper introduced the background, meaning, technical route and major contribution of the research. The second chapter illustrated the related theories of service quality management both from the aspect of its core ideas and principles, then introduced the basic theory of education training institutions’ quality management briefly and worked out the connotation by explaining the definition of education quality, the connotation of education training service quality and its management eventually. The third chapter focused on the current situation and problems of New Oriental’s service quality management in which its service object, structure of organization, the general situation and problem of the management system were discussed. Accordingly, the following chapter analyzed the reason mainly from three angles as the lack of deep understanding of customers’ demand, lack of strict quality control system and lack of scientific staff training system. Strategy is the soul of the fifth chapter; here we talked about how to build the service quality management system, how to conduct positioning management and relevant strategies of New Oriental service quality management. As for the strategies, seven aspects were mentioned including strengthening the awareness of service quality management, making quality promoting service plan, and identifying customers’ needs effectively through accurate positioning, creating a good atmosphere, combining the external marking and internal management, cultivating a high quality service team and enhancing employee motivation.
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