基于客户满意度理论的基层开大学习支持服务机制优化研究与实践

Research and Practice on the Optimization of Learning Support Service Mechanism in Primary University Based on the Theory of Customer Satisfaction

学习支持服务是现代远程开放教育的核心。支持服务由学术性服务、管理性服务和情感性服务三部分组成。本文将客户满意度理论引入学习支持服务,为科学界定支持服务与学习需求的关系,探索建立新型学习支持服务模式,优化学习支持服务运行机制提供了有效思路。在客户满意度理论下,要以学习者为出发点和归宿点,实行需求导向的支持服务,以需求设计服务,以满意度评价服务。结合新城分校实践,从理念更新、岗位建设、规范流程建设、实体环境建设、资源建设、服务评价等多个方面对基层学习支持服务运行机制进行了优化,实现了支持服务的制度化、岗位化、规范化、流程化、实体化,大幅度提升了支持服务的满意度。

Learning support service is the core of modern open and distance education.Support services consist of academic services,management services and emotional services.This paper introduces the theory of customer satisfaction into learning support services,which provides an effective way to define the relationship between support services and learning needs,to explore the establishment of a new learning support service model,and to optimize the operation mechanism of learning support services.Under the theory of customer satisfaction,we should take learners as the starting point and destination,implement demand-oriented support services,design services based on needs and satisfaction.Evaluation services.Combining with the practice of Xincheng Branch college,this paper optimizes the operation mechanism of grass-roots learning support service from the aspects of concept renewal,post construction,standardized process construction,physical environment construction,resource construction,service evaluation and so on,realizes the institutionalization,post,standardization,process and materialization of support service,and greatly improves the satisfaction of support service.