Services Quality Management Research

The quality of service is the soul of service. Higher education institution is a special organization for providing education service. How to improve the quality of higher education is gaining greater attention and thus is being widely discussed. The evaluation of education quality is the basis of improving the quality, and the educational quality certification is an effective way. So the study of these two aspects is having great realistic significance.The paper first reviews the evaluation basic knowledge and methods of education quality practices taken by Chinese and foreign specialists. And then the paper is distributed into two parts to discuss, in the first part of this paper, a synthetic evaluation method is established combining fuzzy synthetic evaluation and Markov Chain evaluation according to the characteristics of the teaching quality of advanced mathematics. Three indexes including teaching content, teaching attitude and teaching method are evaluated by fuzzy synthetic evaluation to solve the problem well in scoring and rigid cutting. The teaching effect is evaluated by Markov Chain evaluation according to the score changes of the students to solve the problem deriving from the differences of student source and the original learning. Finally, A example is given to illustrate the application of the model. In the second part, the ISO9000: 2000 quality management system is discussed for using in education quality management including the feasibility and the need attention problems.