Đang tải... (xem toàn văn)
Q U A N t l QIAO DUC VAITRO CUA KHACH HANG TRONG QUAN Ll CHAT LlTdNG TOAN DIEN TRONG GIAO DUC Q ThS TRAN TH[ THANH PHUONG'''' 1 Khdch hdng Khdch hdng trong gido dye vd nhd trvdng Id al, Edward SaTlis, tr[.]
Q U A N t l QIAO DUC VAITRO CUA KHACH HANG TRONG QUAN Ll CHAT LlTdNG TOAN DIEN TRONG GIAO DUC Q ThS TRAN TH[ THANH PHUONG' Khdch hdng thu h?p khodng cdch gliJa ySu c6u cOa khdch Khdch hdng gido dye vd nhd trvdng Id hdng vdl khd nfing ciia nhd trudng al, Edward SaTlis, qudn l( chd't ivi^ng iSng Dilu auon trqng d ddy Id phdl dung hod cdc ih^ fTo tol quality management - TQM) frong gido nhu cdu khdc nhou cua cdc loql khdch hdng M^t di^c dql hpc (1) dua md hlnh: Cldo di^c « nhOng bl0n phdp gldl quylt mdu thuSn dfch vv; Ngudi hgc = khdt^ hdng bSn ngodi ddu Iql fch glQo cdc loqi khdch hdng Id cdng nhdn tidn (ddl tugng Hit^ hudng); Cha mp hge stnh, synhd tin tql cOo chung vd xem x6t cd't ldl cOo vd'n qudn li, sd ai^ng lao ddng » khdch hdng bdn d l vdl cdc bdn llSn quan Trong TQM, dllu quan ngodl thd hai; Thf trudng lao ddng, xd h^l = trqng Id trudng dql hqc ludn d^t nhu cdu cOa khdch hdng bfin ngodl; Gido vidn, cdn bd (GV, ngudi hqc d vj tri trung tdm qud trinh l^p CB) ph{K vt^ c: khdch hdng bSn k l hoqch chiin luqc, khdng dfit vd'n d l kinn doonh vi myc dich Iql nhudn Song dilu dd cOng Theo dd, khdch hdng cOa nhd.trudng rd't dqng, cd loqi khdch hdng bdn vd khdch khdng cd nghTo Id nhOng Iqi fch cua cdc khdch hdng b§n ngodl djchvg Khdch hdng bgn hdng khdc bj xem nhe Vol trd cOo khdch hdng qudn ll cOa trudng Id nhQng GV, CB, nhdn vlSn phyc vy, nhd trudng Ngodl ra,d trudng khdl chdt luqng (CL) t^ng t h l gido dye Cdc to chuc thyc hien TQM Id xdc djnh bdl nl$m khdch hdng cdn duqc hl^u: cdc Idp/kh^l/ h$ trudc Id noi cung t>ng sdn phd'm cho ldp/ khdch hdng cua hq Khdch hdng Id nhung thd'm kho'l/hg sou Ldp/kheft/h$ sou Id khdch hdng phdn cuo'l cung cuo CL vd khdng cd ho thi cdc to ldp/khd'l/h# trirdc NghTa Id m§t nhd chuc se khdng ton tql CL co thl djnh nghTa Id trudng, cdng doqn sau Id khdch hdng ciJa cdng nhiJng ddp ung vd vuqt cdc nhu cdu vd mong doqn trudc lOidch hdng b3n ngodi cUa trudng mud'n cOo khdch hdng Dieu ndy doi duqc Id: HS, sinh vidn (SV), phy huynh, cha m? HS, gqi Id CL thea st/ nhdn thije Tom Peters (1987), SV, cdc ca sd cd nhu cau vd ySu cng cdn b$, GV hodn thdnh ndm: «Kdi qud ehde chdn eua tdi: 1} Cdc khdch nhl#m vy Mql cdn b$ GV phdi tqo dllu kl$n hdng - edng nghl$p hodc cd thd, cdng nghi cao thuqn Iqi nh£it cho hoqt d$ng cOa SV cdc Idp hodc thdp, Idioa hgc duge ddo tgo hodc Ididng trudng Mdt khdc, nhd trudng phdl tim ddo tgo sS trd rdt nhieu cha CL tdt han vd ddc biit hl^u v l sv ddnh gid cOa cdc ca sd tllp nh$n cha CL tdt nhdt; hon nda, cdc hdng cdng ty eung sdn ph^m cua mlnh, ttm hllu nhitng ySu cdu edp CL dd se phdt trldn mgnh; 2} Cdc cdng nhdn mdl cOa SV, cha me SV, cdc don vj sd dyng lao d$ng, cdc cap qudn If d l cd k l hoqch tich ci/c *Tnriii{B9iIiQGBi(ilM; Tap chi Giao due s6 cfc* i - n/aoia) d mgt b^ ph0n cua td chi>c s5 trd nin hogt d^ng mgnh m@ nhd ca h^l cung cdp m^t sdn phdm hodc dfch vy CL dinh; vd 3) khdng cd sdn phdm ddn dSu CL, kd td gla nh^p mdi Ilin ti^c xdc dinh Igl cho khdch hdng, nhang gi cd thd* (2) Kllm sodt CL, bdo ddm chtft luqng (BDCL) vd CL todn dl$n Cung nhu vi$c cung cdp vd djnh nghTa CL, d l hllu sy Ichdc nhou glCto y tudng CL quan trqng khdc Id cdn thilt Ddy Id nhOng khdc bl|t duqc tqo ro glQo kllm sodt CL, BE)CLvd CL todn dl|n Cdc tiiu chud'n CL, bao gdm: • ; Cdc tliu ehudn dfch vy vd sdn phdm: - Sy thlch nghl ddl vdl d