高校教学质量管理体系应用效果评价——基于ISO9000标准

Effeciency Evaluation in College Teaching Quality Management Based on ISO9000

针对已建立基于ISO9000标准教学质量管理体系的高校在体系应用效果评价方面存在的不足,提出一种评价方案。该方案以浙江省某高校为例,从顾客(学生)满意角度出发,根据美国著名管理学家潘拉索拉曼等人指出的服务质量5要素,设计出高校教学质量管理体系应用效果评价指标和调查问卷,应用差距分析模型,结合里克特等级度量法对问卷调查数据进行分析,据此评价ISO9000标准在高校教学管理中的应用效果。

This paper aims to propose an evaluation scheme based on its analysis of the problems with the efficiency evaluation in the college quality management system on ISO9000.With a case study of the colleges and universities in Zhejiang Province,it designs questionnaires and evaluation indexes of application efficiency in view of customer（student） satisfaction,according to 5 elements of service quality suggested by American management expert Parasmaman et al.And the research refers to a gap analysis model to analyze the data on Richter rating metric method,in order to demonstrate the efficiency of the application of ISO9000 quality system.