First of all, modern enterprise management thought gives us reference.
The mention of Haier reminds people of its famous slogan-sincerity forever. Haier confirmed the perfect interpretation of this slogan with practical actions and perceptual service concept, and made this service spirit deeply rooted in people's hearts until it became a household name. The service concepts such as "communication starts from the heart" and "customers are always right" put forward by China Mobile are also deeply rooted in people's hearts, allowing these famous enterprises to establish a solid corporate reputation and high-quality brand image by relying on high-quality services.
School is a special "enterprise", and school education is actually a special service. Meeting the needs of students, parents and society with high-quality education services, thus enhancing the reputation of the school, is essentially consistent with the enterprise winning customers and satisfying customers, thus winning more profits. Therefore, we think: can we learn from the advanced service theory of enterprise management in school management activities, so as to build a school management model that adapts to development and plan corresponding school management strategies? As a private kindergarten, it may be a way out to use modern management ideas to promote management innovation and form the concept of educational service.
Second, how to practice "education as service" in management?
(A) to create a garden culture, building team spirit.
It is useless to do a good job of "education is service" to promote children's all-round and harmonious development and truly satisfy parents. It must be the common consciousness and consistent behavior of all employees. How to unify employees' consciousness and actions?
1. Training
For kindergartens, the standardization of services, especially the standardization of teachers' behavior, is the most powerful propaganda for the stability of school education quality and can effectively meet the basic requirements of parents for education quality. I remember reading a book about management, which mentioned that the English word "service" was abbreviated by western management scientists as the seven principles of enterprise service: smile-smile, Excellence-Excellence, being ready at any time, watching-observing, inviting-inviting, eating-creating and staring. Although this generalization is far-fetched, we can clearly see from these seven principles that services must sincerely face customers-our parents and children. To do this, we must strengthen the training of employees, which is a better way to reach a consensus. This training is not the study of preschool education theory and the improvement of business ability before, but the teaching of new marketing concepts and ideas such as "customer satisfaction" and "customer is always right" to employees, so that they can reach a consensus and make every employee fully realize that customer loyalty must be satisfied first; Fully realize the importance of children's love and parents' satisfaction to kindergarten and their own development, so that every employee can consciously and actively think, work, serve and find out the shortcomings in their work from the perspective of children and parents. Through the formulation of "Professional Ethics of Teaching Staff", the study and reflection of cases, the service consciousness of employees is strengthened, and the spiritual realm of employees is enhanced, so as to unify the values of teaching staff in the whole park and cultivate a United, enthusiastic and progressive garden-based culture and team spirit.
2. Make the kindergarten full of happy atmosphere
Open communication, create a better spiritual environment for employees, and constantly improve employee satisfaction; Pay attention to positive, United and struggling cultural accomplishment, and form a strong team spirit; Pay attention to the thoughts and emotions of employees and create conditions to meet the spiritual and material needs of employees; Provide employees with opportunities for education and training; Fully authorize, truly respect knowledge and talents, and strengthen equal and free exchanges; Care about the growth of employees, provide a platform and space for employees to show their abilities, and at the same time pay attention to solving practical difficulties for employees through holiday messages, and create a warm and harmonious psychological environment, so that every employee can truly feel the concern of operators or managers and feel his importance in this group. At this time, he will work with a positive attitude and full enthusiasm, and pass this love on to every parent and child he contacts. Satisfied employees bring us excellent service, parents and society.
(2) Go into the details and win people's hearts with your heart.
1. See Maintenance for details.
The establishment of high-quality service brand in kindergarten should not only be implemented from the above objectives, objects, contents and methods, but also be gradually sublimated from the mutual infiltration of daily education, reflecting the requirements of the times and personality characteristics of service brand. Kindergarten services should be based on love. You don't need earth-shattering measures and grandiose promises, as long as you work hard in every detail. When parents and society regard you as a trustworthy friend, the brand relationship is as strong as architecture.
In our daily work, every employee should stand to receive parents and children, keep smiling, prepare small towels for children before outdoor activities, arrange clothes and pants for each child before leaving the park, exchange notes, make frequent phone calls, and honor the promise of quality service ... We advocate that every employee use sincere, meticulous, careful, enthusiastic and patient services to win parents' reassurance, satisfaction, temptation, comfort and relief.
2. Put yourself in your parents' shoes
As the saying goes, children may only be 1% to school, but they are 100% to parents. People only trust those who respect and care about them. Only when parents truly feel the school's true care for their children can the school gain the trust of parents, and the resulting word-of-mouth power is the most solid foundation for brand communication. Therefore, we should change the past view of teachers, from passively accepting parents' consultation to actively contacting parents, from lofty view of teachers to wholeheartedly providing satisfactory services for parents and children. In order to implement this service, we have also taken two measures to promote it. First, the complaint system, parents at any time to supervise the work of schools and faculty. The school has set up a report box, a complaint telephone number and a director's mailbox. , strengthen the service consciousness of teachers. The second is the voting system. At the end of each semester, the school should organize parents to evaluate the satisfaction of the school and teachers, summarize their responses and incorporate them into the evaluation. In this way, the concept of "education is service" becomes a reality, the "complaint system" guarantees the process, the "satisfaction" guarantees the withdrawal, and the parents supervise the whole process. In the past two years, our excellent service and the improvement of education quality have gradually won the trust of parents and social recognition. The satisfaction rate of parents in the annual satisfaction survey has been above 98%. This is an inspiration and a spur to us, which urges us to implement the concept of "education as service" more deeply.
"Education is service" is not only an educational slogan, but also an educational environment. A famous headmaster said it very well, and he simply and clearly summarized the true meaning of "education is service" ~ education service is to serve students' adults, growth and success; Serve parents with peace of mind, peace of mind and peace of mind; Serve the civilization, development and innovation of society. As a private park, under the guidance of the concept of "education is service", we will continue to explore and advance, promote the healthy development of children, and gain better social reputation and brand image.
(Author: Dongcheng Kindergarten, Panyu District, Guangzhou City, Guangdong Province)