基于项目管理的培训服务质量优化研究

发布时间：2018-03-12 16:44

本文选题：项目管理　切入点：培训服务质量　出处：《石河子大学》2014年硕士论文　论文类型：学位论文

【摘要】：当今培训服务市场，培训机构良莠不齐，普遍缺乏良好的培训服务质量体系，这样就会产生大量的培训服务质量问题，增加培训服务的交易成本，最终导致客户满意度下降，培训机构失掉信誉。如何帮助企业获得高质量的培训服务成果，如何帮助培训机构提供优质的培训服务质量解决方案，如何提供培训服务行业具有理论指导意义的培训服务质量优化体系，则是本文研究的背景和目的。本研究以服务质量管理、培训服务质量管理、项目管理等理论为研究基础，运用演绎法构建出基于项目管理的培训服务质量优化模型，通过A培训公司案例分析，运用归纳法验证该模型，其中归纳法案例研究方法包括调查问卷，文献查阅，统计分析，根本原因分析法。本论文构建的模型，以及A培训机构发现培训服务质量问题，分析和解决问题的过程中，都得到同样的研究结果，在竞争与快速发展的社会环境中，需要从全局和整体上考虑以下多个因素来优化培训服务的质量，包含培训服务的环境因素（客户/供应商环境、企业制度与文化等2个环境因素），培训服务的管理原则因素（培训服务应与战略保持一致、培训服务应清晰定义角色与职责、培训服务应专注于服务、培训服务应持续衡量培训收益、培训服务应持续的汲取经验教训5个管理原则），培训服务的工具模板因素（培训服务需求管理、培训服务成本管理、培训服务组织与干系人管理、培训服务教学管理、培训服务质量管理、培训服务风险管理、培训服务收益管理等7方面工具模板），培训服务的流程因素（培训服务准备与启动流程、培训服务规划与设计流程、培训服务实施与监控流程、培训服务收尾及服务后等4个流程）。本研究从整个培训服务的全方位过程研究中提出了影响培训服务质量因素的新视角，并根据新视角构建了基于项目管理的培训服务质量提升模型，该模型体现了基于项目管理思维和方法，通过协调与平衡各个变量，能够从全局角度优化培训服务的质量，本文研究不仅是对我国在培训服务质量优化领域的理论创新，而且还可以大力减少培训服务的交易成本，，提高客户培训满意度，提高培训机构收入水平，还能够给予培训服务行业的规范化运作提供一些借鉴。
[Abstract]:In today's training service market, training institutions are mixed, and generally lack of a good training service quality system, which will produce a large number of training service quality problems, increase the transaction cost of training services, and ultimately lead to a decline in customer satisfaction. Training institutions lose credibility. How to help enterprises to obtain high-quality training service results, how to help training institutions to provide quality training service quality solutions, The background and purpose of this paper is how to provide training service quality optimization system with theoretical guidance. Based on the theories of service quality management, training service quality management and project management, this paper constructs a training service quality optimization model based on project management by deductive method, and analyzes the case of A training company. Inductive case study includes questionnaire, literature review, statistical analysis and root cause analysis. The model constructed in this paper, and the process of finding, analyzing and solving the problems of service quality of training by A training institutions, all get the same research results, in the competitive and rapidly developing social environment. There are several factors that need to be considered globally and as a whole to optimize the quality of the training service, including the environmental factors of the training service (customer / supplier environment, Two environmental factors, such as enterprise system and culture, management principles of training services (training services should be consistent with the strategy, training services should clearly define roles and responsibilities, training services should focus on services, Training services should continuously measure training benefits, training services should continue to learn lessons learned from the five management principles, training services tools template factors (training service demand management, training service cost management, training service cost management), Training service organization and stakeholder management, training service teaching management, training service quality management, training service risk management, Training service revenue management tool template, training service process factors (training service preparation and start-up process, training service planning and design process, training service implementation and monitoring process, Training services and services after the end of the 4 processes. In this study, a new perspective on the factors influencing the quality of training service is put forward from the study of the overall process of the training service, and a model of improving the quality of training service based on project management is constructed according to the new perspective. Based on the thinking and method of project management, the model can optimize the quality of training service from a global perspective by coordinating and balancing all variables. The research in this paper is not only a theoretical innovation in the field of quality optimization of training services in China. It can also greatly reduce the transaction cost of training service, improve customer training satisfaction, improve the income level of training institutions, and provide some reference for the standardized operation of training service industry.
【学位授予单位】：石河子大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：F272.92

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