The grounded university life is coming to an end. It is a more formal and important form to pass the final graduation thesis before graduation. Please refer to the graduation thesis you need! The following is my graduation thesis research report. Welcome to reading. I hope you will like it.
Abstract of 1 in the research report of graduation thesis;
As an important aspect of quality education, dance education is one of the main means of morality, intelligence, physique, beauty and labor. With the development of quality education and the deepening of education reform, dance education is rapidly popularized, and it has gradually become an important part of national education from auxiliary professional courses. This paper briefly analyzes some problems and solutions in the process of dance education reform in order to help the development of dance teaching in colleges and universities.
Key words:
Exploration of dance education and teaching in colleges and universities
As one of the basic courses of music education in colleges and universities, dance class is deeply loved by students. Dance training contributes to the healthy development of students, can effectively enhance their sense of music and rhythm, endurance and sensitivity, enhance their physique and comprehensive quality, and is also conducive to cultivating their unity, cooperation and innovative spirit. However, there are many problems in the current dance teaching. Therefore, further optimizing the curriculum structure, strengthening the theoretical curriculum construction, and how to adjust the dance education model to meet the current social needs and subject development have become the important tasks of dance education reform in colleges and universities.
First, the problems in dance education in colleges and universities:
1. 1 Dance education in colleges and universities in China started late and has not yet established a complete art education mechanism. Developed countries started dance education as early as 1950s and 1960s, but the dance education in colleges and universities in China was about 20 years late, which caused the backwardness of the development of dance education in colleges and universities. In addition, the art education mechanism of dance education in colleges and universities in developed countries is relatively sound. Although dance art education in colleges and universities in China has developed to a certain extent in recent years, and students' dance art skills are pursued in the teaching process, many problems have also been exposed in the educational practice in recent years, such as: the teaching of dance major in colleges and universities is only the repetition of middle school courses, which does not reflect the hierarchy and continuity of dance education; Students who enter colleges and universities need to explore and cultivate their own literacy.
1.2 Many colleges and universities solve the problem of their own facilities investment by expanding enrollment, which has caused the decline of the quality of students in schools to a certain extent, and the students majoring in dance in colleges and universities are no exception. In the process of entrance examination for dance majors, some colleges and universities not only lowered the examination requirements for their culture and other courses, but also erased some examination items related to dance majors. Even in the enrollment brochures of a few music education majors, there is no dance exam. Dance is a kind of physical art, which requires students to have certain physical qualities. Because the main students of dance major in many colleges and universities are ordinary high school graduates (only a few of them have received professional basic dance training), their physical conditions are poor (the softness and flexibility of their bodies have not been developed, and so on). ), which brings many difficulties to the development of dance teaching in colleges and universities.
1.3 The curriculum of dance major in colleges and universities is unreasonable, and the proportion of dance courses is small. The content to be taught in dance course includes not only the theoretical knowledge of dance, but also the process of demonstration and explanation by teachers and a lot of practice and repeated training by students. Due to the limitation of teaching conditions, teachers, venues and other factors, dance education in colleges and universities has no other forms of extension and supplement, which leads to the failure of many colleges and universities to give full play to its educational effect, let students feel the unique charm of dance, and even fail to keep up with the development pace of modern education and innovate.
The cultivation of artistic practice ability of 1.4 has not been fully implemented. In the process of higher education, theoretical education is very important, but theory must be combined with practice. Only by effectively combining the theoretical part and practical part of dance education in colleges and universities can the teaching goal of dance specialty in colleges and universities be realized. However, the traditional dance teaching concept and mode lead many colleges and universities to disperse dance practice as a teaching link in each semester, which leads to students' professional skills not being exercised and displayed and losing their interest in learning. In public stage performances, stage fright has become a common phenomenon among students, and it has also become the most fundamental problem that schools and students can't perform well for the broad audience.
Second, some suggestions on dance education in colleges and universities:
2. 1 Strive to establish and improve the dance education mechanism, which is the premise of the reform. Only by establishing and perfecting the education mechanism of dance specialty in colleges and universities can we effectively reform the system that is not conducive to the development of dance education at present. The characteristics of dance art require us not only to cultivate students' subjective quality of dance, but also to pay attention to the cultivation of students' comprehensive quality in many aspects, especially the cultivation of creativity and way of thinking. This requires us to break through the traditional didactic teaching method in the process of dance creation and practice, so that students can learn actively and give full play to their subjective initiative.
2.2 For different students, teach students in accordance with their aptitude, lay a solid foundation and improve dance skills. In the process of dance teaching in colleges and universities, the principle of "teaching students in accordance with their aptitude" should be followed. Teachers should randomly change teaching methods and strategies for different learning stages and different physical qualities, and adopt different teaching methods and strategies for students with different foundations and different learning stages to improve teaching quality and efficiency.
2.3 In the teaching process of dance major in colleges and universities, the introduction of situational teaching method can create a corresponding dance professional atmosphere to a certain extent, which can not only stimulate students' interest in learning, but also effectively improve their comprehensive dance quality. In addition, as a dance teacher in colleges and universities, we should create opportunities for students to perform in public, improve their dance practice ability, pay attention to their aesthetic ability and improve their own appreciation ability.
To sum up, although dance education in colleges and universities in China has developed to some extent, there are still some problems in teaching practice. Relevant education departments must formulate corresponding dance content standards and artistic evaluation standards, and adopt flexible and diverse teaching methods to cultivate all-round dancers. At the same time, in order to realize the rapid development of dance in China, we must take the road of combining professional and popular dance education, improve the teaching methods of music major in colleges and universities according to the actual situation of students, and make dance education recognized by the society.
In view of the role and present situation of customer service center in China's economic development, combined with my experience and experience during my internship in Guangzhou Chengbo Information Co., Ltd., this paper analyzes the current development environment and operation of the company, and puts forward personal suggestions and solutions to the problems of imperfect logistics and administrative management.
Keywords: management information system, customer service representative, cooperation consciousness, administrative management system
I. Introduction
I worked as an intern for four months. My internship unit is Guangzhou Chengbo Information Co., Ltd. My internship position is CRBT customer service representative. During my internship, my main job is to answer customers' phone calls and handle the related business of downloading and setting CRBT songs for them. If the business consulted by customers is not within our business scope, we should guide customers to obtain the information they need through other channels. I think as a customer service representative, compared with other occupations, the special difference is that they are under pressure from both superiors and customers, especially from customers, which needs people with very good psychological quality to bear. Our boss was very strict with us during our work. In order to make us more familiar with the relevant business processes, we have to conduct an assessment once a month, and the assessment results are directly linked to employees' salaries.
In addition, the company has set up a monitoring department to monitor the dialogue between customer service representatives and customers. If customer service representatives are found to have a bad attitude or incorrect answers when answering customer questions, they will be punished accordingly, mainly by deducting wages. As for communicating with customers, it is inevitable that you will meet difficult customers, but you should be polite, enthusiastic and patient to provide them with quality services. The so-called "customer is God". In fact, this is also the necessary quality of customer service representatives, and it is also the performance of whether customer service representatives are competent. As a customer service representative, language expression requirements are particularly high.
When we receive a call from a customer, we must read the first sentence "Hello!" Use standard mandarin. what can I do for you? "Some people may think it is very simple, but it is not. We practiced for a long time in training for a short sentence. Because when we enroll in the first language, we must: pronounce every word clearly, and we can't say more or miss a word; Speak at a moderate speed, neither too fast nor too slow; There should be a little lightness in the sweet voice. In short, the requirements are very strict. During my internship in Guangzhou Chengbo Information Co., Ltd., I found myself growing a lot. Although nervous and confused, I still learned a lot of knowledge that books can't.
I will consult my colleagues with an open mind and hope to learn more knowledge from them. Every time my superiors assign me a task, I will conscientiously complete it, and I will patiently answer the questions raised by customers, and try my best to solve the problems for customers with the best service attitude and the fastest speed. After more than four months of study, I found myself thinking more comprehensively and thoughtfully, and my ways and skills of doing things have been greatly improved. I believe that as long as I work hard, my life will become more substantial and valuable.
Second, the company profile
Established in 1997, Guangzhou Chengbo Information Co., Ltd. is one of the earliest professional outsourcing call center service providers in China, and a member of Guangdong Lixin Enterprise Co., Ltd., which is located in Wuyang New Town, a famous commercial district in Guangzhou. The company has experienced customer service and technical team, rich communication resources and transmission nodes with superior performance, which can better provide customers with line service quality.
Since its establishment, Guangzhou Chengbo Information Co., Ltd. has provided all-round professional outsourcing call service, system integration, customer consultation and training programs for all walks of life with advanced technology, equipment and quality service. The solution of Guangzhou Chengbo Information Co., Ltd. includes the processing of outgoing and incoming calls from micro to massive; Data processing from microscopic to massive (data entry and data screening); Professional training courses in customer service, call center operation diagnosis and consultation, call center technical support, system integration and other fields. Serving customers all over the world, we constantly provide well-known multinational companies and large domestic enterprises such as communication, finance, insurance, catering, media and consumer goods with quality services from training and customer service to practical solutions and completely outsourced customer call centers at all levels.
Third, the company analysis
With the rapid development of the world economy and the acceleration of economic globalization, enterprises in China are facing more and more fierce competition. The customer-centered concept has been accepted by enterprises all over the world. With the rapid development of customer service centers, world-renowned enterprises have established their own customer service networks to manage their own systems, so as to strengthen contact with customers, grasp and meet their various needs in time, and thus continue to maintain and enhance their competitive advantages. Therefore, we must clearly realize that the customer era has arrived, and enterprises must cultivate customer loyalty, enhance customer trust, develop and enhance customer value by satisfying customer service. The development course of Guangzhou Chengbo Information Co., Ltd. also has the characteristics of the existing customer service center.
The company's inbound and outbound calls are from micro to massive, and data processing is from micro to massive, and the scope of serving customers is getting wider and wider. Enterprises instill the correct concept of customer service into employees and organize the training of excellent teams. The company attaches importance to the communication between employees and customers, because they feel that if they want to maintain their advantages and expand their scale, they must provide better services to customers. The company maintains the advantages of talents and technology, requires employees to be enterprising and responsible, and hopes that employees will put forward constructive suggestions and opinions.
Dare to challenge the reality, so as to improve the efficiency and benefit of enterprises. In a word, the company has done a lot of work and implemented many schemes to achieve the goal of becoming the best choice for customers. But at the same time, the company still has some imperfections. Through the four-month internship in Guangzhou Chengbo Information Co., Ltd., I feel that the company has a good development prospect, but it has also developed many imperfections. The following are my views and suggestions on the main imperfections and solutions of Guangzhou Chengbo Information Co., Ltd. ..
(a), the company has imperfections.
1, the company has the following five imperfections in logistics:
(1) The scale of the company is not large enough: in today's society, people's demand for fast and accurate information is increasing, and the business volume of the company is also increasing. Under the existing equipment and personnel, it is far from meeting the requirements of customers, which is mainly reflected in the following aspects: even if you often work overtime, your performance still can't meet the goals set by the company; Customers often complain that when they call our service hotline, they have to wait a long time before the customer service staff can connect. To this end, I think it is necessary for the company to consider expanding its scale, which is not only conducive to the growth of its own profits, but also conducive to enhancing customer loyalty and satisfaction. On the other hand, if the scale of the company is not expanded in time, it is likely to have a great impact on the future development of the company.
(2) The problem of imperfect management information system: During my internship, I found that the company has a very serious problem, that is, the problem of imperfect management information system, which is mainly reflected in the following aspects:
A, the function of the management information system is not strong enough, we often can't search the information they need for customers according to the information provided by customers. For example, in my CRBT department, customers can only find the songs they want to download by providing the names of songs or singers, but many times customers don't know the names of songs, only know which TV series theme song or episode it is. At this time, we can't find the song they want for them, unless the customer service staff happens to be very familiar with that song;
B, the frequency of information system failures is relatively high, which is reflected in the fact that sometimes the response time of the system is relatively long, which generally takes about 1 second, and it takes 40-60 seconds to find the failure, and sometimes it can't even run. On several occasions, the company's system didn't work at all, so we can only apologize to the customer and explain that the computer is out of order, and suggest that the customer call back later.
C, the system can't even update the data, such as the system I use. Many times, the system shows the songs that customers request to download, but after testing by the company, it is found that some songs have poor sound quality or inconsistent prices. In order to avoid customers' dissatisfaction with the company, the company requires customer service personnel not to transfer songs with poor sound quality and inconsistent prices to customers for audition. However, the system does not show which songs are problematic, and the customer service staff must remember the names of those songs, otherwise the operation will be wrong. This undoubtedly greatly increased the workload of customer service representatives.
(3) Employees are not familiar with business processes. During my internship in the company, I found that the employees of the company were not familiar with the business process. Even old employees often make mistakes, let alone new employees. I think there are two main reasons for this problem: the way companies deal with some problems is constantly changing, which makes employees unable to give up the old way of dealing with problems for a while; The staff in the company come from different majors, and they are not clear about the work content and necessary qualities of customer service representatives. Sometimes even if the training teacher spends a lot of time training new employees, it is difficult to achieve their expected results.
No matter what causes employees to be unfamiliar with business processes, I think the company should change the status quo as soon as possible, because if employees are unfamiliar with their own business, they can't provide quality services to customers at all, and poor service quality will inevitably lead to the loss of customers. For a company, if the number of customers does not increase but decreases, how can it grow and develop? Therefore, the company must take immediate action to familiarize employees with business processes, reduce unnecessary business mistakes, and reduce unnecessary time waste. Let customers feel that our customer service representative is very professional and let customers trust us.
(4) Employees' sense of cooperation and cohesion is not strong. Employees always wear headphones to communicate with customers at work and go home after work. The company seldom organizes activities. So there are few opportunities for communication between employees, and mutual understanding and understanding are not deep enough. Their interaction naturally becomes very difficult, and the cohesion of the group is naturally not strong. However, the cohesion of employees has a great influence on their work efficiency. If the relationship between employees is friendly, it will help to reduce the tension of employees and provide a good environment for the smooth realization of the same goal of the group. For example, if our team members have a good relationship, we will feel very comfortable at work, give advice to each other when we encounter problems we don't understand, and even talk to each other when we are unhappy at work or in life to relieve stress. On the contrary, if the cohesion between employees is not strong, colleagues are always intrigued, which is undoubtedly a fatal blow to customer service representatives who are already under great work pressure. Because the pressure of work and life is unbearable for customer service representatives, and the tension between colleagues can easily affect the work mood and enthusiasm of employees. Therefore, I think it is very necessary to enhance the cooperation spirit and cohesion of employees.
(5) employee accommodation. The company's working hours system is three shifts, because Guangzhou Chengbo Information Co., Ltd. is a customer service center and must provide services 24 hours a day, which brings inconvenience to employees. Because employees who work at night shift work from afternoon to midnight, it is difficult for many employees to adapt to such working hours, and it is inconvenient to take a bus after work, because there are few buses in the middle of the night, and it takes half an hour to take a bus, and some bus lines don't even leave at night. But the company did not provide dormitory for employees. In fact, this problem is also one of the reasons for the high mobility of employees. Because it is hard to go to work at night, employees still have a headache about hitchhiking or accommodation. To this end, I think the company should pay attention to this problem and explore relevant solutions.
2. The company has the following three imperfections in administrative management:
(1) employees are highly mobile. The company has a high frequency of recruiting new employees, mainly due to the large turnover of employees. According to my investigation, many employees quit because they can't bear the psychological or physical pressure, and some employees choose to quit because they are dissatisfied with the company's system. In fact, I think the loss caused by the high turnover of employees can be said to be incalculable, because employees are likely to work for competitors in the same industry after resigning, and some service skills of the company are likely to be used by competitors. In addition, the cost of training new employees is very high, and the high proportion of new employees in the company has another drawback, that is, new employees are unfamiliar with the company's workflow, the speed of handling business is relatively slow, and the error rate is relatively high, which is easy to cause customer dissatisfaction and even customer complaints. Therefore, I think the company should pay more attention to this issue, so as not to reduce the company's competitive advantage.
(2) The implementation of overtime system is not in place. The company's overtime system shows that employees need to extend their working hours or work overtime because of their work.
If it is necessary to fill in the overtime list, it will be done with the consent of the company, and the company will compensate it in the form of compensatory time off or overtime pay. If you work overtime on legal holidays (New Year's Day, Spring Festival, National Day and labor plan), the overtime pay shall be calculated according to the relevant provisions of the state. Overtime at ordinary times is carried out according to the principle of voluntary employees. In practice, the company basically compensates overtime employees according to the system, but many employees report that the company does not voluntarily work overtime, but forces employees to work overtime, and many employees often complain about this problem. I think it is inevitable that the company requires employees to work overtime according to the actual situation. However, the company requires employees to work overtime moderately and can't let employees stay at home for a long time, because this will not only affect their work arrangements, but also make employees feel dissatisfied. Employees are likely to have low work efficiency and poor work enthusiasm because of this problem, and even affect the reputation of the company.
(3) The implementation of vacation system is not enough. The company's leave system stipulates that employees who can go to work due to illness should inform their superiors in time and submit sick leave certificates, invoices and medical records issued by tertiary hospitals to relevant departments. The comprehensive business department examines whether employees are eligible for paid sick leave. If employees are found to have forged sick leave information, they will be treated as absenteeism, and 20% of the monthly salary will be deducted for one day of absenteeism.
The system itself is relatively perfect, but in the process of implementation, many employees did not act according to the regulations, and the situation of making up leave notes afterwards frequently appeared, and many employees took temporary leave. For example, employees who work on the morning shift feel too tired to get up too early in the morning, and they need to take a temporary leave of absence for half an hour on the excuse of traffic jam on the road. Being late once or twice is excusable because of traffic jams, but this often happens to many employees. At present, the company does not impose any punishment on employees' temporary leave, nor does it stipulate the number of temporary leave each month. I think the company should modify the leave system appropriately, and can't let employees take temporary leave without restraint, because the company used to have a very busy telephone line because there were many employees taking temporary leave. Busy telephone will affect the service quality of employees and reduce customers' satisfaction with the company.
(II) Through the investigation, analysis and research of Guangzhou Chengbo Information Co., Ltd., I found that the company has the above problems and put forward the following solutions.
1. The solutions to the company's imperfect logistics are as follows:
(1) In view of the problem that the scale of the company is not large enough, I suggest that the company expand its scale in combination with the current operating conditions of the company. This company is a member company of Guangdong Lixin Enterprise Co., Ltd. Guangzhou Chengbo Information Co., Ltd. can increase its capital and expand its scale through the head office. Because in the same industry, the company's competitiveness is still relatively strong, the market demand is also relatively large, and the potential demand is gradually stimulated. I think the profit brought by the company's expansion will far exceed the cost of expansion. In addition, the company has the strong backing of Guangdong Lixin Enterprise Co., Ltd., and the capital problem can be well solved. While expanding the scale, the company should pay attention to improving the quality of employees, perfecting the system and providing better services. When the company reaches a certain economic scale, it will reduce its operating costs, gain more profits and find better market opportunities.
(2) The management information system based on the company is not perfect. I suggest that the company's system maintenance personnel improve the system in time. I suggest that the company improve in the following three aspects:
A, companies can cooperate with software companies, because cooperation can not only give full play to the technical strength of software companies, but also combine the advantages of enterprise personnel familiar with management business, and the information system developed by such cooperation has a high level and applicability;
B, the company leader or person in charge should put forward the system objectives and overall strategy, supervise and control the system improvement work, coordinate related work, and report the progress of the system improvement work to the superior organization in time;
C, system maintenance personnel should not passively wait until the customer service representative makes a request to do maintenance work, but should always maintain and debug the system currently in use. Through preventive maintenance, it lays a good foundation for future transformation and debugging. Preventive maintenance can not only reduce the workload they need for future maintenance, but also provide quality services to customers, and the maintenance cost will not be high. With the increase of the company's business volume and the constant changes of customers' requirements, the data needs to be constantly updated, and it is often necessary to add some data or delete outdated data and adjust the data structure. This can make the system better adapt to changes in the environment. After the maintenance personnel finish the maintenance task, the maintenance team should organize the test and accept the test results with the users.
(3) I think the company urgently needs to solve the problem that employees are unfamiliar with business processes. I suggest that the company strengthen the training of employees, devote itself to optimizing management, improving the quality of talents, developing talents and cultivating their due work skills and business knowledge. And employee training can be divided into new employee induction training and employee on-the-job training. The induction training of new employees can be undertaken by the general department and other project teams, so that employees can understand the company background and the conceptual knowledge of their professional work and adapt to the working environment as soon as possible. On-the-job training of employees needs to carry out business training, so that employees can learn and master the necessary professional knowledge and technology, develop their own abilities and improve their self-cultivation, so as to make greater progress and development. This type of training is conducive to strengthening employees' familiarity with business processes, and at the same time, it can also improve employees' ability in other aspects.
(4) Employees' sense of cooperation and cohesion is an issue that cannot be ignored by the company. In view of the present situation of the company, I suggest that the company hold some recreational activities regularly, so that employees can have more opportunities for contact and exchange, thus strengthening the friendship between employees. Research shows that interpersonal relationships affect employees' job performance and satisfaction, physical and mental health and self-development. If the interpersonal relationship of employees is harmonious, employees can work with peace of mind, and employees can help each other, learn from each other, promote each other, and enhance the motivation of competition among employees.
(5) Employee accommodation is also an urgent problem for the company. I think the company can arrange an appropriate number of temporary beds. The so-called temporary bed refers to the bed specially provided for employees who rotate their posts in the middle of the night and are inconvenient to take the bus. This can not only reduce the economic burden of the company, but also solve the unsafe problem of employees leaving work late at night, thus reducing the turnover rate of employees and enhancing their satisfaction with the company.
2. The solutions to the company's imperfect administrative management are as follows:
(1) In view of the high employee mobility, I suggest that the company can solve the problem by the following methods:
A, leaders often do ideological work for employees, reduce the ideological burden of employees, and provide employees with an environment to relieve work pressure.
B, the company should pay attention to the influence of corporate culture on employees. If employees agree with corporate culture very much, simply linking personal goals will help employees improve their enthusiasm and initiative. Practice has proved that employees will be greatly motivated if their business goals are regarded as part of their thoughts and beliefs.
C, tend to humanized management, company employees generally reflect that the company stipulates that employees' meal time is too short, only about 20 minutes. Seemingly small problems have brought great dissatisfaction to employees. It is necessary for the company to extend the meal time of employees appropriately. If the company needs business volume, it would rather increase new employees than reduce employees' rest time.
(2) The negative impact of the inadequate implementation of overtime system on the company cannot be ignored. Often working overtime, especially being forced to work overtime for a long time, is easy to cause employees' dissatisfaction and will inevitably reduce their enthusiasm and initiative. To this end, I suggest that the company solve this problem through the following solutions:
A, reasonably increase the number of employees and facilities to meet the needs of customers and enhance employees' loyalty to the company;
B, leaders often motivate employees, communicate well with grassroots employees, and let employees reduce their aversion to overtime;
C, need to work overtime should try to inform employees in advance, so that employees are psychologically prepared. Many employees complain that the company didn't give advance notice when working overtime.
(3) Regarding the problem that the implementation of the leave system is not in place, relevant leaders should perform their tasks in strict accordance with the leave system. In case of special circumstances, leaders should be flexible in dealing with problems. Leaders can stipulate that employees can't take temporary leave more than once a month, otherwise they will be punished accordingly. Employees who don't abide by the system had better deduct their wages according to a few percent of their wages, and always remind employees to have a sense of time and responsibility. The adoption of this system not only reduces the number of times employees take leave at will, but also makes the disciplined employees more fair. I believe the company will run more smoothly and develop faster and better.
Four. conclusion
Time flies, the internship is full in a blink of an eye, and I will graduate soon. During my internship, I feel that I really learned a lot of knowledge that I didn't learn in books, and I also encountered many problems that I didn't encounter when I was studying at school. I am gratified by the knowledge I have learned, but I also feel that students' life is gone forever, especially when they encounter setbacks and difficulties at work, which makes them feel particularly uncomfortable and especially misses college life. But the pace of the times is always advancing. Only when I am strong, enterprising and positive can I find my own world. In the days to come, I will work harder, live more seriously and keep a positive and optimistic attitude to face everything.
References:
[1] Li. Customer service practice. Chongqing university press. May 2007. Page 3
[2] Sun Dan. Organizational behavior. Higher education press. March 2005. Page 176- 177.
[3] Wang Xingming/Zhou. "Computing in Management System". Wuhan University Press. August 2008. Pages 107 and 3 10.
;