基于生命周期理论的培训外包服务质量提升研究  

Research on the Improvement of the Service Quality of Training Outsourcing Based on Life Cycle Theory

作　　者：马志强[1] 张蕾[1] 朱永跃[1] 

机构地区：[1]江苏大学工商管理学院,江苏镇江212013

出　　处：《科技管理研究》2012年第9期202-205,共4页Science and Technology Management Research

摘　　要：认为培训外包服务质量分为过程质量和结果质量两个维度,并受决策质量的影响。结合培训外包的特点,引入生命周期理论,将培训外包过程分为准备期、商洽期、实施期和反馈期,分析各个阶段服务质量的主要影响因素。从建立信息评估机制、完善合约签订机制、实施全程跟踪机制、完善服务质量评价机制和强化沟通协调机制五个方面,提出培训外包服务质量的提升策略。The paper divides the service quality of training outsourcing, which is influenced by decision -making quality, into two dimensions： process and results quality. Based on the life -cycle theory and combined with the characteristics of training outsourcing, it puts forward the life cycle of training outsourcing： preparation, consultation, implementation, feedback periods, the paper analyzes the main influent factors at each stage, it also puts forward the promoting strategy in five aspects such as establishing the information evaluation mechanisms, improving the contract signed mechanism, implementing tracking mechanism, improving service quality evaluation mechanisms and strengthening communication and coordination mechanisms.

关 键 词：生命周期 培训外包 服务质量 

分 类 号：F272.92[经济管理—企业管理]