电大服务文化的构建与探索

The Practice and Exploration of Service Culture Construction in Open Universities

服务是电大生存发展的现实选择。广州电大从服务理念、服务制度与机制、服务行为规范、服务产品和环境等四个方面来建设服务文化,构建服务文化体系,打造服务品牌:融服务于发展战略,确立服务价值观,构筑服务动力;建立支持服务体系,完善配套制度,提升服务能力;规范服务行为,立足岗位用心服务,增强服务毅力;培育"精品",提供超值服务,拓展服务张力。

Services concept is so important part of the universities' culture construction that universities should integrate service concept cultivation into their culture construction and apply it throughout the entire process.Guangzhou Open University builds the service culture from 4 aspects, namely, service concept, service system and mechanism, service code of conduct,and service products and environment. The service culture construction should put emphasis on constructing service culture system and service brand, merging services into its strategy to establish service values and inspire service motivation, and perfecting service supporting system to enhance service ability and standardize service behavior. The service culture construction should reach the aim of cultivating 'service boutique' and providing over-valuable services.