The construction of student satisfaction is a task launched by Hunan University of Foreign Studies and Economics (hereinafter referred to as "Foreign Studies") in 2011. It is one of the most important tasks every year. The construction of student satisfaction is a long-term project. It requires all faculty and staff to unify their thoughts and actions, work together with one heart and one mind, and work together to achieve success. Based on this, we need to further clarify the significance, guiding ideology and focus of building student satisfaction, so as to better unite and lead all teachers and staff to do various tasks.
1. Building student satisfaction is an important strategic decision of the school
(1) The decision-making process of building student satisfaction
will be determined in 2011 The "Year of Student Satisfaction Construction" was solemnly proposed after 20 months of in-depth thinking, research, demonstration, investigation, and analysis.
In June 2009, the school commissioned a professional survey company to conduct a satisfaction survey on current students, graduates, students’ parents, and society. Some data from the survey showed that improving society, students, and society Parents' satisfaction with schools is urgent, and the construction of satisfaction is put on the agenda.
At the faculty work meeting on December 8, 2009, Chairman Zhang Jianbo systematically raised the issue of improving student satisfaction for the first time and requested that issues of common concern to students be addressed. In 2010, Chairman Zhang Jianbo repeatedly emphasized the importance of improving student satisfaction on multiple occasions and gave specific instructions on the establishment of a student service hall and other work. The school has also conducted multiple student satisfaction surveys.
On February 10-15, 2011, the school convened relevant department heads and held a six-day closed-door meeting around student satisfaction, and formally proposed to designate 2011 as the year of student satisfaction. . At the Double Generation Meeting held from February 18 to 19, 2011, President Li Shucheng systematically proposed the idea of ??“2011 Student Satisfaction Construction Year” in his report. This idea was widely recognized by the participants. Everyone had a heated discussion on how to carry out various tasks in the year of student satisfaction construction and put forward many constructive opinions and suggestions.
It is not difficult to see that the school’s proposal to build student satisfaction is carefully considered, prudent and resolute. For a long period of time in the future, the construction of student satisfaction will be one of the core issues that the school pays close attention to.
(2) "Satisfaction" is the focus of attention of the whole society
The focus on satisfaction originated from customer satisfaction surveys in the corporate world, which can be traced back to the early 20th century. . In 2000, the quality management certification system proposed the concept of "customer focus" and required companies to "monitor information on customer satisfaction or dissatisfaction as a measure of performance." This shows that satisfaction has become a topic of great concern around the world.
In 1966, the American Council on Education first measured the satisfaction of freshmen as a basis for education reform; in 1995, the United States developed the "Student Satisfaction Scale (SSI)" modeled on the customer satisfaction survey in the corporate world. , used to investigate student satisfaction; in 1999, the University of Limerick in the United Kingdom carried out a student satisfaction survey on campus for the first time. Its purpose was to adjust management strategies based on student satisfaction, improve management status, and promote the development of students and the school. .
After entering the 21st century, with the advancement of the internationalization of higher education, the competition for students has become increasingly fierce. In order to strive for more and better students, internationally renowned universities attach great importance to the construction of student satisfaction. The UK is at the forefront. In 2005, the UK launched a nationwide student satisfaction survey, covering more than 60% of college students in the UK. In the UK, the most important indicator of university rankings is student satisfaction.
The Chinese government also attaches great importance to satisfaction building. Especially since the Party Central Committee proposed the goal of building a harmonious society, creating a satisfactory government, creating a satisfactory community, and creating a satisfactory school have become one of the most frequently appearing words in the reports of leaders at all levels. In 2010, Changsha City launched the work of "building a city that satisfies the people" and proposed the goal of "doing 100 practical things that satisfy the people" and published the list of these 100 practical things online for the city's people to supervise and implement.
On February 19, 2011, General Secretary Hu Jintao delivered an important speech at a special seminar on social management and innovation for leading cadres at the provincial and ministerial levels, proposing that "the satisfaction and dissatisfaction of the masses should be regarded as an important factor in strengthening and innovating the society." The starting point and goal of management must be to put the interests of the people first and the expectations of the people first, strive to solve the most direct and practical interest issues that the people are most concerned about, and always maintain the flesh-and-blood ties between the party and the people." The spirit of General Secretary Hu Jintao's speech is implemented in schools, which is to build student satisfaction.
From the above facts we can draw a conclusion: Satisfaction construction has become the focus of the entire society. Who can take the lead in satisfaction construction and who can improve satisfaction construction to a new level? With a high degree of success, whoever can truly gain social recognition can truly create their own brand.
(3) The primary criterion for a "good school" is student satisfaction
In running a school, there is a seemingly very simple but at the same time very important issue that requires us to think carefully, that is : “What makes a good university?”
The French have three criteria for a good university: a good school must be a fairer school, a more efficient school, and a more open school.
A good American university must meet four standards: First, "support" - critical thinking for students, student-centeredness, respect between teachers and students, and good and sufficient interpersonal relationships Provide adequate support for communication; the second is "atmosphere" - create an atmosphere of group identity, collective responsibility and encourage originality; the third is "standards" - set clear and feasible standards, and believe that students can meet the standards and The methods to achieve the standards can vary; the fourth is "environment" - providing a place where teachers, students and employees can feel safe and happy mentally and physically.
The British standard for a good university is very simple: high student satisfaction means a good school. Student satisfaction is the most important basis for school rankings.
A good university in China should be one that reassures the government, satisfies students, and is recognized by society.
It is not difficult to find that whether it is France, the United States, the United Kingdom, or China, the core indicator of a good university is always student satisfaction. The school exists for students, and its mission is to promote student growth and success. Therefore, student satisfaction should be the primary criterion for evaluating the quality of a school. A good university should be a university where students can study happily, grow happily, develop in an all-round way, and be satisfied in all aspects.
2. To build student satisfaction well, several concepts need to be established
Concepts are guides to action. To do a good job in various tasks in the year of student satisfaction construction, we must first reach several ideological concepts.
(1) The service object of student satisfaction construction is our students. As educators, whether leading cadres or faculty and staff, the only object we serve is students. If we regard higher education as a knowledge industry, then our task is to provide students with high-quality educational services. Students are the direct beneficiaries of educational services, and they are our "customers". Without students, the school will lose the foundation of its existence; if it cannot cultivate high-quality students, the school will lose its competitive advantage; if it cannot satisfy students, the school's brand cannot be truly established. In this sense, various departments of the school are established to serve students. This concept has formed a common consciousness in the higher education sector.
(2) The implementers of student satisfaction construction are all faculty and staff. Article 4 of my country’s Higher Education Law stipulates that the goal of higher education is to cultivate “builders and successors of the socialist cause with comprehensive moral, intellectual, and physical development.” This is also the sacred duty of college teachers. Cultivating students to become "builders and successors of the socialist cause with comprehensive moral, intellectual, and physical development" is of course the ultimate goal of student satisfaction. Therefore, the construction of student satisfaction is not a matter of one person, nor a matter of a few leaders, but a matter of all our leaders, teachers, managers, and logistics workers. In a word, improving student satisfaction is the basic responsibility of all faculty and staff, and no faculty member can stay outside the construction of student satisfaction.
(3) The construction of student satisfaction is consistent with the interests of teachers. Student satisfaction is closely linked to the interests of faculty and staff. From a macro perspective, building student satisfaction is one of the important ways to improve the quality of school running and establish a good school brand. When students are satisfied, the quality of teaching has improved, and the school's brand image has been optimized, the direct result is the prosperity of the school, the improvement of the school's efficiency, the improvement of the welfare benefits of faculty and staff, and the improvement of teachers' sense of accomplishment. To a certain extent, It is said that only when students are satisfied can faculty and staff be satisfied. From a micro perspective, in the process of building student satisfaction, faculty and staff are also direct beneficiaries of the improvement of school running conditions, the improvement of school systems, the completion of service systems, and the beautification of the campus environment.
(4) The construction of student satisfaction needs to “start with me”. The core of student satisfaction construction is "satisfaction", and the key lies in the word "construction". "Construction" requires "starting from me." In order to truly implement this "start with me" spirit, the majority of faculty and staff should grasp several aspects:
First, satisfying students and satisfying society is the goal of each of our faculty and staff. *We also promise that everyone must comprehensively improve student satisfaction within the scope of their own work;
Second, every faculty member must compare the various issues listed in the student survey , seriously self-examination and self-reflection to see which dissatisfaction raised by students is related to their work, and take practical actions to improve their work and improve student satisfaction;
Third, all Teachers and staff should firmly establish a student-centered thinking, adhere to the eight-character work style of "equality, respect, responsibility, and efficiency", implement the nine-character goal of "let students really learn something", and "serve students and serve talents". "Cultivating and serving" is the starting point for all work in the school;
Fourthly, every faculty member must strengthen his or her own ethics as a teacher, learn to be a teacher, and behave as a model for the world, so as to truly establish a good foundation for teaching and educating people. , the image of a teacher who respects his job and loves his job.
(5) The majority of students should strive to be “satisfied students”.
"Satisfying students" is the solemn commitment of school staff to their classmates, but this does not mean that the school must satisfy any student who is personally dissatisfied. Our satisfaction building is based on students' reasonable requirements.
At the same time, the majority of students are not passive recipients of satisfaction building. To build satisfaction, students must also take their own responsibilities. Therefore, while the school strives to "satisfy students", students must also strive to be "satisfied students."
First of all, students must study hard, become self-sufficient, and satisfy their parents; secondly, students must cultivate their moral character, develop expertise, and satisfy society; thirdly, students must respect their teachers and love their teachers. School, abide by disciplines and satisfy the school; fourth, students must understand the school, love the school, and grow with the school. We must not only see the problems existing in the school, but we must also see that such problems are problems in development and are problems that any school will encounter in the early stages of running a school. Identifying problems and starting to solve them is the only way for "foreign affairs" to become first-class.
“Foreign Studies” is a young private university and a rapidly developing university. In the past 13 years, from scratch, from small to large, from weak to strong, Foreign Affairs has created a miracle in the history of China's private education. This is highly recognized by both the government and society.
In the rankings of China’s private universities, “Foreign Studies” has ranked among the top three for seven consecutive years. There is only one private university in the country that has achieved this result, and this is Foreign Studies. Regardless of the school philosophy, management system, campus environment, and school conditions; whether it is faculty, scientific research level, teaching quality, and graduate employment rate, "foreign-related" universities are at the forefront of China's private universities.
Especially after joining the Laureate University Alliance, the world's largest private university alliance, the school's teachers and students will have more opportunities to go abroad and enjoy more international education resources, and the school will be closely connected with the world. The exchanges and dialogues between world-famous private universities will be more direct, and the development of the school will be more international. Therefore, when students see difficulties, they also see bright prospects; when they see problems, they also see the school's determination, courage and ability to solve problems. The majority of students should care about foreign affairs, love foreign affairs, understand foreign affairs, and work with the school to build foreign affairs and open up a better future.
3. The focus of student satisfaction construction in 2011
In order to solidly promote the construction of student satisfaction, the school established a student satisfaction construction leading group and issued the "Hunan University of Foreign Economics 2011 Student Satisfaction Construction Plan. The leadership group has a Student Satisfaction Construction Office, which is located in the Student Affairs Office, which has the closest contact with students. Its main responsibilities are: to formulate inspection, supervision, and research work systems for the relevant requirements of student satisfaction construction, and to report regularly The progress of student satisfaction construction; convene a meeting with the theme of satisfaction construction to study and deploy relevant work; convene a student symposium to listen to students' opinions and suggestions on satisfaction construction; accept student complaints, correct and reverse the satisfaction construction process deviations that occur.
According to this, each department of the school should set up a student satisfaction construction working group, with the first person in charge serving as the team leader; each department should formulate specific plans based on the "Hunan Foreign Economics College Student Satisfaction Construction Plan" Implement plans to ensure that satisfaction building is implemented.
The school focuses on promoting student satisfaction in the following aspects to further enhance the school’s competitiveness and influence.
1. Strengthen the construction of teachers' ethics and ethics, and firmly establish the idea of ??serving students. The first is to strengthen the education and training of management personnel, and effectively improve the service attitude of each department, so that the procedures are concise and rigorous, the attitude is enthusiastic and generous, and the work is efficient and fast; the second is to effectively improve the work style of the agency, correct the service attitude, optimize the work process, and gradually Form a complete student service system; the third is to strengthen the construction of clean government, strengthen the investigation and punishment of violations of disciplines and regulations, and deal with some behaviors that infringe the rights and interests of students quickly and severely; the fourth is to pay attention to student complaints and ensure the smooth flow of the feedback system.
2. Accelerate the construction of school infrastructure, rationally plan and do maintenance work, and continuously improve the learning environment and living environment of students. School hardware facilities are a direct factor that determines students’ educational satisfaction. Although students are relatively satisfied with the existing hardware facilities, there are still problems in planning and maintenance.
Therefore, this year the school will continue to increase investment in school running conditions, gradually improve students' learning and living conditions, give priority to solving major problems with hardware facilities in teaching buildings, student dormitories, libraries and other places, and improve logistics services. level.
First, it is necessary to strengthen the overall planning of the campus environment and landscape, thoroughly rectify potential safety hazards in campus outdoor equipment and facilities, convenience facilities, roads, bridges, and pipelines, and conduct timely repairs to damaged parts; Second, we must strengthen the management of canteens, standardize food safety and canteen hygiene supervision, keep food prices relatively stable, increase health supervision, increase food types, and effectively improve students’ satisfaction with the canteen; third, we must improve the reading environment in the library and gradually Install fans in the library, reading room, and study room; third, we must strengthen dormitory security management and safety management, constantly improve dormitory living facilities, and create good accommodation conditions and rest environment for students; fourth, we must add more sports facilities and entertainment venues, Carry out more sports and entertainment competitions; fifth, strengthen the management of campus traffic to ensure zero incidence of campus traffic accidents.
3. Continuously study the needs of student development and improve the student management work model. All the work of the school ultimately serves the students' success. At present, the school will strengthen the pertinence of student work and improve the effectiveness of the work based on the characteristics and practical problems of foreign-related students.
(1) Establish a student service hall, simplify and improve service procedures, and provide one-stop services for students to handle various matters; (2) Through the Internet, mailboxes, on-site office work of leaders, symposiums, etc. Channels Establish smooth communication channels to listen to students’ opinions and suggestions on the school in a timely manner; (3) Reasonably arrange the proportion of cultural and sports activities, entertainment activities, and academic activities, effectively improve the grade and quality of various activities, and avoid formalization and Hollowing; (4) Completely reverse the tendency of work to be profit-oriented. It is prohibited for anyone to ask for or accept any money from students for reasons such as joining the party, joining the army, promotion, merit evaluation, scholarship evaluation, transfer of classes, majors, admissions, employment, etc. Benefits; (5) Strengthen guidance and services for students’ employment, create better conditions for students’ employment, and provide better services.
4． Continue to strengthen education and teaching management and deepen connotation development. This is the fundamental guarantee to improve student satisfaction. Teaching work is the central work of the school, and it is the most frequent, largest and most basic work in the school work. It can be said that the quality of school teaching and the level of school running largely depend on whether teaching work is given sufficient attention and development.
At the same time, although students are relatively satisfied with teaching and teaching management, they are far from satisfied or very satisfied. It is necessary to further strengthen teaching management, increase teaching reform, and continuously improve The quality and level of school education and teaching serve the purpose of cultivating high-quality professionals.
At present, the school must further optimize the professional structure, improve the curriculum system, improve teaching methods, highlight ability training, strengthen connotation construction, and further highlight the school-running characteristics of the college; it must further improve the academic retake system and course selection system, and seriously The discipline and style of examination must be truly tested, with real scores and real diplomas; a reward system should be established for faculty to care about students, and faculty should be encouraged to interact with students; policies should be introduced to support students in postgraduate entrance examinations, civil service examinations, judicial examinations, and entrepreneurship. Support students to become talents in an institutionalized and long-term way.
5. Strengthen the monitoring and evaluation of student satisfaction. Supervision and evaluation are indispensable and important links in effectively developing student satisfaction. To this end, the school will establish a long-term student satisfaction evaluation mechanism. Regularly conduct mid-year and end-of-year inspections of student satisfaction construction; implement an accountability system for student satisfaction construction, and incorporate student satisfaction construction into the department and leading cadre assessment system.
The construction of student satisfaction is a long-term and arduous task, and it is also a systematic project with very broad coverage. To do this work well, it requires in-depth research in theory and the establishment of a foreign-related system. The student satisfaction index system forms a long-term mechanism for student satisfaction survey and guides the construction of student satisfaction with scientific and objective data. It also requires us to continuously improve the quality of management and service from a long-term institutional and operational perspective, and improve the quality of talent training. , Only in this way can students be truly satisfied.
“Foreign Studies” is a rational university, a university full of vitality, and a university that dares to face up to problems and is good at solving them. We have a sober and intelligent leadership team, a capable management team, and a strong teaching staff. As long as the teachers and students firmly grasp the breakthrough point of building student satisfaction, unify their thinking, act in a unified way, and mobilize the whole school, With the participation of all members, united as one, and hard work, we will be able to build "foreign affairs" into a first-class private university that is trusted by the government, recognized by society, satisfied with teachers and students, and reassured by parents.