服务蓝图在培训班务服务质量管理中的应用

The Application of Service Blueprinting in Managing Training Service Quality

在越来越强调高职院校社会服务职能的今天,很多高职院校都在开展面向企业的职业技能培训,但由于缺乏培训组织经验,培训班务服务的质量管理并不尽如人意。服务蓝图一直被作为一种提升服务质量的工具,广泛地应用于各行各业。本文运用服务蓝图这一工具,对培训班务服务的实施过程进行了深入分析,最终在班前准备、开班介绍、发布通知、问卷评价四个环节发现了亟待改善的失误点,并识别出了入住、就餐、退房这三个易导致学员长时间等待的时点。针对这些问题,本文提出了相应的改进或解决措施,实现了培训班务服务质量的整体提升,希望可为开展培训服务的高职院校在梳理服务流程、运用服务质量管理工具方面提供借鉴。

Today,more and more emphasis is placed on the social service functions of higher vocational colleges.Many vocational colleges are carrying out vocational skills training for enterprises.However,due to the lack of training organization experience,the quality management of training services is not as good.People's mind.Service blueprints have been used as a tool to improve service quality and are widely used in industries.In this paper,the service blueprint tool is used to the in-depth analysis of the implementation process of the training service.Finally,in the four steps of pre-class preparation,start-up introduction,release notice and questionnaire evaluation,the mistakes that need to be improved are identified.The three check-in,dining and check-out times which are likely to cause the students to wait for a long time are identified.In response to these problems,this paper proposes corresponding improvement or solution measures,and achieves an overall improvement in the quality of training services,which can provide reference for combing service processes and applying service quality management tools in higher vocational colleges that provide training services.