國小教師班級經營親師關係管理模式之建構－以顧客關係管理概念為本

Model construction of parent-teacher relationship management for elementary teachers：Basing on the concept of customer relationship management

林瑞榮(Jui-Jung Lin)

指導教授 ： 陳家祥

元智大學/管理學院/管理研究所/碩士(2008年)

摘要

本研究旨在透過顧客關係管理相關範疇之探究，萃取相關核心觀點與主要精神，並衡量學校實務情境，藉以轉化發展建構具結構化與系統化特性之親師關係管理模式，使國民小學教師能據以經營親師關係，精進班級經營效能，進而有效提升教學成效與品質。
經由探究，共有「首重願景、認知與策略」、「長期持續之歷程」、「知識運用與管理」、「善用資訊科技」、「微型區隔與客製化服務」、「以顧客為導向建立夥伴關係」、「創造整合性觀點」、「顧客經驗管理」等八個重要概念用於建構本研究之親師關係管理模式。本研究建構之管理模式主要係於明確之願景、認知與策略架構下，將親師關係管理分為「前置階段」、「規劃階段」、「互動階段」與「評鑑階段」等四區塊。「前置階段」計有基礎設施、資料建置等二項重要元素與應執行事項；「規劃階段」計有資料處理、關係區隔、類型識別、計畫擬定等四項重要元素與應執行事項；「互動階段」計有家長導向、客製化、即時回應、客訴處理、資源分配、教育、公平平等等七項重要元素與應執行事項；「評鑑階段」則計有符合預期、不符合預期等二種結果。本模式在願景、認知與策略之整合與導引下，藉由「前置階段」、「規劃階段」、「互動階段」與「評鑑階段」等四階段順勢發展與執行，透過檢核產生回饋與學習功能，應用顧客經驗管理，形成一持續循環之廻圈，符合親師關係經營長期持續發展之動態歷程，使之能結構化與系統化進行親師關係管理。
最後，本研究析述親師關係管理模式，並提出執行重點與示例，亦對師資培育機構、教育行政單位、學校行政單位與教師提出相關之建議。

關鍵字

親師關係；顧客關係管理；親師關係管理模式

並列摘要

This research is for the purpose of the customer relationship management related standard research, and extracts related core viewpoint and main domain. Then measure the school si- tuation, so as to transformed development construction that has the structured and practice systematized characteristic about parent-teacher relationship management model. The ele- mentary school teachers can manage parent-teacher relationship, sophisticated classroom management performance, and then effectively enhance the teaching results and qualities.
By the study, altogether has a primary prospect, awareness and strategy, long-term sus- tainability of the process, and knowledge use and management, make the best use of infor- mation technology, micro segmentation and customization, customer-oriented partnership, create integrated view, and customer experience management of the eight important concepts used on constructing for this study of parent-teacher relationship management model. The main constructing of the management model depends on a clear prospect, awareness and strategy framework. Parent-teacher relationship management will be divided into four blocks: pre-stage relationship management, the planning stage, the interactive stage and the evalua- ting stage. Pre-stage includes infrastructure, information categorized of the two important ele- ments and should be administrated; Planning stage includes data processing, the relationship segmentation, type of identification, and plans to redact of four important elements and need to be administrated; Interactive stage includes parental guidance, customization, immediate response, customer complaint department, resources distribution, education, and fair and equal of the seven important elements and should be administrated; Evaluation stage includes correspond with expectations, and not meet the expectations of the two results. In this mode of prospection, awareness and strategy of integration and guidance, through pre-stage, the planning stage, the interactive stage and the evaluating stage’s development and imple- mentation should go step by step. Through the check of feedback and learning function, it should apply to customer experience management and become a continuing cycle of the loop. It must be fit in with the parent-teacher relationship management as a long-term sustained development of the dynamic progress, so that the structure and system need to be proceeded in order to deal with parent-teacher relationship management.
Finally, this research analyzes parent-teacher relationship management model, and bring up execution keys and examples toward the teacher education institutions, education and administration office, school administration office and teachers to make relevant recommen- dations.

並列關鍵字

parent-teacher relationship； customer relationship management； parent-teacher relationship management model

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