教师发展中心服务质量改进策略

Strategies for Quality Improving in Faculty Development

作为关注和促进教师发展与成长的组织机构,教师教学发展中心服务质量直接制约着教师队伍的成长,并最终影响到高校教学质量的提升。服务质量差距模型作为企业服务质量提升的有效工具,用它审视教师教学发展中心工作全过程,构建教师发展服务质量差距模型,分析教师期望的教师发展服务与感知服务质量差距,有助于提升教师发展中心的服务质量。为弥合服务质量落实的偏差,提高教师发展服务质量,应做好:教师发展需求调研,拟合教师期望感知差距;制定校本化的服务标准,减少服务标准偏差;培养教师发展者专业队伍,促进服务专业化;提供合理承诺,加强有效沟通,促进多元合作,构建学习共同体。

The Center for Faculty and Teaching Development is an organization committed to the development of faculty in the university,the service quality of which affects the construction of teaching teams and the whole teaching quality of higher education.According to the model of service quality,it's the gap between customers'expected service and perceived service that reveals the quality of service.Therefore,a model of Service Quality on Faculty Development is constructed to analyze the gap between faculty's expectation and their perceived service.In order to narrow dawn the gap,the paper suggests conducting surveys of faculty development requirement,fitting the gap of the teachers'perceived service,localizing the service standards,reducing the deviation of service standards,constructing a team of professional faculty developers to provide professional services,communicating with faculty effectively and honestly,promoting multi-cooperation and establishing the learning community.