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  本文選題：項目管理　切入點：培訓服務質量　出處：《石河子大學》2014年碩士論文　論文類型：學位論文

【摘要】：當今培訓服務市場，培訓機構良莠不齊，普遍缺乏良好的培訓服務質量體系，這樣就會產(chǎn)生大量的培訓服務質量問題，增加培訓服務的交易成本，最終導致客戶滿意度下降，培訓機構失掉信譽。如何幫助企業(yè)獲得高質量的培訓服務成果，如何幫助培訓機構提供優(yōu)質的培訓服務質量解決方案，如何提供培訓服務行業(yè)具有理論指導意義的培訓服務質量優(yōu)化體系，則是本文研究的背景和目的。 本研究以服務質量管理、培訓服務質量管理、項目管理等理論為研究基礎，運用演繹法構建出基于項目管理的培訓服務質量優(yōu)化模型，通過A培訓公司案例分析，運用歸納法驗證該模型，其中歸納法案例研究方法包括調查問卷，文獻查閱，統(tǒng)計分析，根本原因分析法。 本論文構建的模型，以及A培訓機構發(fā)現(xiàn)培訓服務質量問題，分析和解決問題的過程中，都得到同樣的研究結果，在競爭與快速發(fā)展的社會環(huán)境中，需要從全局和整體上考慮以下多個因素來優(yōu)化培訓服務的質量，包含培訓服務的環(huán)境因素（客戶/供應商環(huán)境、企業(yè)制度與文化等2個環(huán)境因素），培訓服務的管理原則因素（培訓服務應與戰(zhàn)略保持一致、培訓服務應清晰定義角色與職責、培訓服務應專注于服務、培訓服務應持續(xù)衡量培訓收益、培訓服務應持續(xù)的汲取經(jīng)驗教訓5個管理原則），培訓服務的工具模板因素（培訓服務需求管理、培訓服務成本管理、培訓服務組織與干系人管理、培訓服務教學管理、培訓服務質量管理、培訓服務風險管理、培訓服務收益管理等7方面工具模板），培訓服務的流程因素（培訓服務準備與啟動流程、培訓服務規(guī)劃與設計流程、培訓服務實施與監(jiān)控流程、培訓服務收尾及服務后等4個流程）。 本研究從整個培訓服務的全方位過程研究中提出了影響培訓服務質量因素的新視角，并根據(jù)新視角構建了基于項目管理的培訓服務質量提升模型，該模型體現(xiàn)了基于項目管理思維和方法，通過協(xié)調與平衡各個變量，能夠從全局角度優(yōu)化培訓服務的質量，本文研究不僅是對我國在培訓服務質量優(yōu)化領域的理論創(chuàng)新，而且還可以大力減少培訓服務的交易成本，，提高客戶培訓滿意度，提高培訓機構收入水平，還能夠給予培訓服務行業(yè)的規(guī)范化運作提供一些借鑒。
[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.
【學位授予單位】：石河子大學
【學位級別】：碩士
【學位授予年份】：2014
【分類號】：F272.92

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本文編號：1602416