Research On Improvement Of Operation Management Based On Customer Relationship Management At A Educational Institution

With the increasing demand for school extra-curricular training,more and more privatecapital has entered the training industry,which makes the competition in the training industry increasingly fierce.Customers' selection criteria for extracurricular training institutions have changed from simple comparison of brands and prices to multiple criteria such as service experience,teaching effect,product timeliness and classroom follow-up service.Although A educational institution,as one of the larger educational institutions in D City,can rely on its own advantages to provide customers with high-quality services,but with the gradual deepening of the buyer's market,the performance of the enterprise is unsatisfactory.How to let customers choose themselves based on their own advantages has always been a problem to be solved by enterprise managers,and through the analysis of customer satisfaction to find a solution is one of the ways to solve this problem.This paper takes the improvement of A educational institution's operation management based on customer relationship as the research object,and draws lessons from the relevant theories of operation management,process management,customer relationship management and flat organization management.Firstly,it introduces the general situation of A educational institution,and describes the current situation of operation management.Secondly,taking the customer satisfaction questionnaire as the starting point,through the in-depth analysis of the questionnaire,it is found that demand response,teaching effect and classroom follow-up service are the key issues affecting the customer relationship.Next,find out the causes of these key problems,and propose corresponding improvement programs based on the reasons.The improvement plan mainly puts forward relevant improvement measures from the aspects of process reengineering,project-based service mode,object-oriented design,full participation and "self-service" service.Then the response cycle of service demand of A educational institution is estimated to ensure the effectiveness of the scheme.Finally,in order to make the improvement plan effective for a long time,the paper puts forward the safeguard measures from four aspects: establishing safeguard mechanism,tracking mechanism,monitoring mechanism and training system.Through the combination of theory and practice,qualitative analysis and quantitative analysis,this paper explores the problems existing in the operation management of A educational institution and the corresponding improvement plan,which not only provides away for A educational institution to improve the operation management mode,improve the operation management level and competitiveness,but also has a positive significance for improving the operation management level of the whole industry.