学分银行中学习成果认证服务体系的设计

摘要

The construction of a standard certification service system is very important since a good service mode could make it more effective and sustainable in the running process of credit bank.The certification system of credit bank has its special characteristics of intangibility, synchronicity, heterogeneity and perishability.According to the credit bank certification service modes at home and abroad, this paper suggests that the union mode of the coorperation of trades and local government should be adopted in the government-guided-running mode of our credit bank.And finally the detailed developmental path and mechanism is proposed.%在学分银行运行中,优质的服务模式可以使学分银行变得高效并健康持续发展.因此,建立规范的认证服务体系成为十分重要的课题.学分银行的认证服务不仅具备服务的一般特点,还体现出无形性、同步性、异质性和易逝性的特征.根据国内外学分银行认证服务模式体现出的几种类型,研究认为我国的学分银行在"政府主导-机构实施"的现实条件下,可以借鉴国外学分银行的联盟、行业协作、地区政府配合等服务方式来运行.据此,提出的路径和设计的机制是:我国的学习成果认证服务组织可以采用国家和地方分级管理和服务的体系;服务流程是结合服务模式,向学习成果认证申请者提供服务的整个过程,以及完成这个过程所需要素的组合方式;为顾客提供优质的服务质量;建立"以认证申请者为中心"导向的服务文化.