【作者】 杨帆；

【导师】 赵立忠；

【作者基本信息】 哈尔滨工业大学 ， 工程管理（专业学位）， 2025， 硕士

【摘要】 随着我国教育改革深入和人才需求增长,教育培训行业迎来发展机遇与挑战。2023年中国教育培训市场规模已超5000亿元,年均增速保持15%以上。然而,行业竞争加剧,机构数量激增,产品同质化严重,服务质量参差不齐,学员对服务要求不断提高。如何通过业务流程优化提升服务质量,增强核心竞争力,成为考试培训机构亟需解决的关键问题。本研究以GM教育科技有限公司为研究对象,运用DMAIC(定义、测量、分析、改进、控制)方法对其学员服务质量进行改进优化。研究采用文献研究、问卷调查、深度访谈和系统数据分析等多种方法,收集了大量有效问卷,组织了多场深度访谈,对多个分校进行实地观察,并分析了一段时间的系统运行数据。调研发现GM公司在服务响应速度、专业水平统一性和学习支持跟踪方面存在明显不足,具体表现为咨询响应时间长、一次性问题解决率低、学员满意度有待提高等问题。通过DMAIC方法的系统实施,研究明确了重点改进项目,构建了服务评价指标体系,识别了服务问题根因,设计实施了流程再造、人员优化和系统升级的综合方案,并建立了长效监控机制。优化后,GM公司的服务质量显著提升:咨询响应时间大幅缩短,一次性问题解决率明显提高,学员满意度显著上升,报名办理时长明显减少,服务人员专业知识评分和学习跟踪覆盖率均有较大提升。本研究构建了适合考试培训行业的服务流程优化模型,提炼出"核心方法+行业工具+实施路径"的三维推广模式,为教育培训行业服务水平提升提供了系统解决方案,对推动行业规范化、专业化和精细化发展具有重要理论与实践意义。更多还原

【Abstract】 With the deepening of educational reform in China and the growing demand for talent,the education and training industry faces both opportunities and challenges.By2023,the Chinese education and training market exceeds 500 billion yuan,maintaining an annual growth rate of over 15%.However,intensified competition,a surge in training institutions,serious product homogenization,inconsistent service quality,and increasing student expectations create significant challenges.How to enhance core competitiveness through business process optimization and service quality improvement has become a critical issue for examination training institutions.This research utilizes GM Education Technology Co.,Ltd.as the subject of investigation,applying the DMAIC(Define,Measure,Analyze,Improve,Control)methodology to enhance and optimize its student service quality.The study employs multiple research methods including literature review,questionnaire surveys,in-depth interviews,and systems data analysis.A substantial number of valid questionnaires were collected,multiple in-depth interviews were conducted,on-site observations were performed at various branch campuses,and operational data from the system was analyzed over a significant period.The investigation revealed notable deficiencies in GM’s service response speed,consistency of professional expertise,and learning support tracking,specifically manifested as prolonged consultation response times,low first-time resolution rates,and suboptimal student satisfaction levels.Through the systematic implementation of the DMAIC methodology,the research identified key improvement projects,constructed a service evaluation index system,identified root causes of service issues,designed and implemented comprehensive solutions including process reengineering,personnel optimization,and system upgrades,while establishing long-term monitoring mechanisms.Following optimization,GM’s service quality demonstrated significant enhancement:consultation response times were considerably reduced,first-time problem resolution rates markedly increased,student satisfaction levels substantially improved,enrollment processing duration notably decreased,and professional knowledge ratings of service personnel and learning tracking coverage rates showed substantial improvement.This research has constructed a service process optimization model suitable for the examination training industry,distilling a three-dimensional promotion model of"core methodology+industry tools+implementation pathway,"thereby providing a systematic solution for service quality improvement in the education and training industry.The findings have significant theoretical and practical implications for promoting standardization,professionalization,and refined development within the industry.更多还原