学习学而思、高思教务具体工作和薪酬体系

Marketer 发表于 2016-6-24 16:07:32

<p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;">在设计绩效的系列文章里，我之前写了关于班课教师、1对1教师的绩效，今天我们一起聊一聊教务绩效该如何设计。<p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;"> <p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;">教务不同于教师，每个机构教师的工作几乎相同，但是教务、咨询、课程顾问、学管、班主任…这些岗位在每个机构都有不同的职责，承担不同的业绩目标，所以本文我以高思、学而思为例进行教务部门绩效分析时，会有一些岗位和大家的机构岗位的职责不同，希望大家能吸取里面的方法论进行具体应用。<p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;"> <p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;">我们给一个部门设计绩效的流程应该是什么样呢？<p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;"> <section class="" label="powered by 135editor.com" style="max-width: 100%; color: rgb(62, 62, 62); font-size: 16px; line-height: 25.6px; font-family: 微软雅黑; box-sizing: border-box !important;"><section class="" data-id="24" style="max-width: 100%; box-sizing: border-box; border: 0px none;"><section class="" style="margin: 3px auto; padding: 15px; max-width: 100%; box-sizing: border-box; line-height: 24px; box-shadow: rgb(170, 170, 170) 0px 0px 3px; border: 2px solid rgb(240, 240, 240);">目录第一步：明确部门使命第二步：明确部门具体工作第三步：明确部门具体工作的量化结果第四步：考虑特殊情况第五步：建立数学模型，保持工资比例可控</section></section></section><p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;"> <blockquote data-mce-style="margin: 5px 0px 0px; padding: 10px; max-width: 100%; orphans: 2; widows: 2; line-height: 25px; font-family: arial, helvetica, sans-serif; text-shadow: #225f87 0px 1px 0px; color: #ffffff; border-top-left-radius: 4px; border-top-right-radius: 4px; border-bottom-right-radius: 4px; border-bottom-left-radius: 4px; box-shadow: #999999 2px 2px 4px; border-left-width: 10px; border-left-style: solid; border-left-color: #fdd000; background-color: #373939; word-wrap: break-word !important;" style="margin-top: 5px; padding: 10px; max-width: 100%; border-left-width: 10px; border-left-style: solid; border-left-color: rgb(0, 173, 255); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 25.6px; border-radius: 4px; color: rgb(255, 255, 255); box-shadow: rgb(153, 153, 153) 2px 2px 4px; text-shadow: rgb(34, 95, 135) 0px 1px 0px; box-sizing: border-box !important; background-color: rgb(55, 57, 57);">第一步：明确部门使命</blockquote><p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 25.6px; box-sizing: border-box !important;"> <p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 25.6px; box-sizing: border-box !important;"> <p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;">•学而思、高思等班课机构，教务部主要承担的使命是校区管理。<p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;">•学大、精锐等1对1机构，教务部主要承担的使命是咨询和续费。<p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;">•对于像我们一个校区既有1对1又有班课的机构，教务部就分成了主要负责班课的教务和主要负责1对1的教务。<p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;"> <blockquote data-mce-style="margin: 5px 0px 0px; padding: 10px; max-width: 100%; orphans: 2; widows: 2; line-height: 25px; font-family: arial, helvetica, sans-serif; text-shadow: #225f87 0px 1px 0px; color: #ffffff; border-top-left-radius: 4px; border-top-right-radius: 4px; border-bottom-right-radius: 4px; border-bottom-left-radius: 4px; box-shadow: #999999 2px 2px 4px; border-left-width: 10px; border-left-style: solid; border-left-color: #fdd000; background-color: #373939; word-wrap: break-word !important;" style="margin-top: 5px; padding: 10px; max-width: 100%; border-left-width: 10px; border-left-style: solid; border-left-color: rgb(0, 173, 255); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 25.6px; border-radius: 4px; color: rgb(255, 255, 255); box-shadow: rgb(153, 153, 153) 2px 2px 4px; text-shadow: rgb(34, 95, 135) 0px 1px 0px; box-sizing: border-box !important; background-color: rgb(55, 57, 57);">第二步：明确部门具体工作</blockquote><p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 25.6px; box-sizing: border-box !important;"> <p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;"> <p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;">学而思和高思等班课机构，教务部在校区的工作我们可以理解为银行的柜员，以业务办理为主要职责。<p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;">其主要工作我根据学而思教务划分了以下几个大类：<p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;"> <p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;">一：业务办理<p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;">1：业务办理，包括咨询、咨询线索回访、缴费、售教材、转班、调课、续班、退费等。<p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;"> <p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;">二：服务<p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;">1：学生家长服务，包括给学生积分卡兑换礼品、借伞借充电宝、家长投诉处理、上课没来打电话、校区卫生管理等。<p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;"> <p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;">2：教师服务，包括给老师买水果小吃、准备教师随堂材料（学校期中期末考试看孩子考怎么样的调查问卷，宣传、续费广告、学校其他项目的广告）、准备教学用具（白板笔、擦白板草酸喷壶、点名表、板擦、投影仪柜子钥匙），教务会把随材和教学用具放在一个小袋子里，老师直接从讲义室把这个袋子拿走去班里上课，课间再把点名表送回讲义室，教务给没来的学生打电话。<p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;"><div align="center"></div> <p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; text-align: center; box-sizing: border-box !important;">高思讲义室<p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;"> <p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;">3：紧急情况处理，比如学生突然身体不舒服陪着去医院等。<p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;"> <p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;">三：运营<p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;">1：运营重点工作，包括学科部（老师兼任招生工作）领导教务辅助办活动（比如学科组织一场考试，教务负责给孩子在系统里报名，当天引导到教室）。<p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 25.6px; box-sizing: border-box !important;"> <p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;">通过学而思、高思校区都有的讲义室（教务上班在两个地方，一部分是在前台，另一部分在讲义室）这个细节，我们就可以看出<p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;"> <blockquote style="padding-left: 10px; max-width: 100%; border-left-width: 3px; border-left-style: solid; border-left-color: rgb(219, 219, 219); color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 25.6px; box-sizing: border-box !important;">学而思、高思教务部的目标和使命是：对老师和学生家长服务到极致。</blockquote><p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;"> <p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;">不仅如此，为了给老师更好地工作体验感，高思、新东方还设立了助教制度，帮助老师完成微信群建设等服务类工作，今年学而思也开始设立助教制度。<p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; text-align: center; box-sizing: border-box !important;"><div align="center"></div> 学而思首届助教会议截图<p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;"> <p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;">究其原因：<p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;">一方面助教可以帮助老师完成一部分续班工作，班课机构均逐步成为教师经纪人公司：老师成为舞台的表演者，教务和助教成为幕后工作者；<p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;">另一方面在校大学生助教不仅可以完整听一遍老老师的课，而且被培训了很好的服务意识，日后可以成为机构选拔老师和管理者的人才储备。<p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;"> <p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;">我们可以看出来：<blockquote style="padding-left: 10px; max-width: 100%; border-left-width: 3px; border-left-style: solid; border-left-color: rgb(219, 219, 219); color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 25.6px; box-sizing: border-box !important;">绩效要符合机构对于每个部门设定的具体工作，不要给班课教务部不该属于教务的压力。</blockquote><p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;"> <p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;">比如学生续班、口碑传播，激励了也没用，给教务设定的具体工作达不到那样的目标结果。<p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 25.6px; box-sizing: border-box !important;"> <p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;">在班课机构里，老师要承担起续班、建立机构口碑（以口碑实现扩科和老带新）的作用，学而思教务在学生管理上面都几乎没有作用，甚至是学生下课在楼道追跑打闹，一般情况下，也是教务找任课老师，让老师进行管理（跟公立学校一样）。<p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;"> <p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;"><hr style="max-width: 100%; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 25.6px; box-sizing: border-box !important;"><p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;"> <p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;">学大和精锐等1对1机构，教务则分为咨询和学管，咨询我们可以理解为通过专业的学习规划进行销售，学管我们可以理解通过专业的服务进行二次销售，教务以制定和落实学习计划为主要职责。 <p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;"> <p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;">咨询主要工作我划分了以下几个大类：<p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;">1：推广，包括通过陌生拜访、地推宣传、线索回访等方式吸引家长上门等。<p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;">2：咨询，包括给学生做入学测试发现学习问题、出学习规划报告解决问题等。<p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;">3：成单，包括签署学习合同，跟老师学管师交接学习规划等。<p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;"> <p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;">学管主要工作我划分了以下几个大类：<p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;">1：服务，包括排课、调课、请假等。<p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;">2：学习管理，包括换老师、制定学习计划、督促落实学习计划等。<p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;">3：续费，包括续费重要时间段的推单等。<p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;">4：拉新：老带新和扩科。<p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;"> <p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;">1对1用户基本就是补差，提分的孩子会有但一定不是所有都能提高，又没有尖子生撑门面，所以光靠老师实现扩科和老带新等拉新（增加新生）功能并不够。<p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;">那么1对1机构的咨询和学管就需要通过给用户提供价值而承担起机构的销售任务：<p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;"> <blockquote style="padding-left: 10px; max-width: 100%; border-left-width: 3px; border-left-style: solid; border-left-color: rgb(219, 219, 219); color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 25.6px; box-sizing: border-box !important;">咨询师的价值概括来说就是：制定学习计划学管师的价值概括来说就是：落实学习计划</blockquote><p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;"> <p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;">在这里面，我们一定让教务真正产生价值，不是一味地销售。<p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;">要记住：销售是结果不是过程。<p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;"> <p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;">前段时间，我看到我们学管师给家长续储值包之前一两周开始加大服务，我非常生气：家长会怎么想这个机构？<p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;"> <blockquote style="padding-left: 10px; max-width: 100%; border-left-width: 3px; border-left-style: solid; border-left-color: rgb(219, 219, 219); color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 25.6px; box-sizing: border-box !important;">卖货之前就加大服务，不卖货就无所谓。</blockquote><p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;"> <p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;">后来我就加强了咨询师制定学习规划的培训（安排各组组长对不同科目的情况进行深入讲解、安排心理咨询师培训孩子学习问题产生原因等），加强了学管师和老师的沟通（每个学管师建立一个1对1老师和家长的群，一方面自己帮助孩子落实学习计划，另一方面督促家长帮助孩子落实学习计划），就起到了很好效果。<p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;"><div align="center"></div> <p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;"> <blockquote data-mce-style="margin: 5px 0px 0px; padding: 10px; max-width: 100%; orphans: 2; widows: 2; line-height: 25px; font-family: arial, helvetica, sans-serif; text-shadow: #225f87 0px 1px 0px; color: #ffffff; border-top-left-radius: 4px; border-top-right-radius: 4px; border-bottom-right-radius: 4px; border-bottom-left-radius: 4px; box-shadow: #999999 2px 2px 4px; border-left-width: 10px; border-left-style: solid; border-left-color: #fdd000; background-color: #373939; word-wrap: break-word !important;" style="margin-top: 5px; padding: 10px; max-width: 100%; border-left-width: 10px; border-left-style: solid; border-left-color: rgb(0, 173, 255); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 25.6px; border-radius: 4px; color: rgb(255, 255, 255); box-shadow: rgb(153, 153, 153) 2px 2px 4px; text-shadow: rgb(34, 95, 135) 0px 1px 0px; box-sizing: border-box !important; background-color: rgb(55, 57, 57);">第三步：明确部门具体工作的量化结果</blockquote><p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 25.6px; box-sizing: border-box !important;"> <p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;"> <p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;">对于上文讲过的班课教务的业务办理、学生家长服务、教师服务、卫生管理、紧急情况处理、运营重点工作具体工作，我们将逐个分析如何找到量化指标。<p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;"> <p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;">一、业务办理工作：<p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;">包括咨询、咨询线索回访、缴费、售教材、转班、调课、续班、退费<p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;"> <p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;">为了防止前台业务办理时，教务之间出现互相推诿、不愿处理的情况，我们可以采用高思教务的业务办理工作的提成方案。<p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;"> <p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;">高思对于教务【业务办理】工作提成包括：<p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;">•咨询：记录有效到访一个线索提成3元。<p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;"> <p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;">我之前设想过考核教务的咨询成功率，后来发现并不靠谱，因为咨询转化率=成功人数/咨询总人数，但是咨询总人数的统计是由教务老师来完成的。<p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;">如果有教务老师为了提高自己的咨询成功率而少记录咨询线索（减低自己的咨询总人数），机构就会损失很多有用的招生线索。<p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;"> <p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;">这是一个绩效设计的方法论：被考核人员不能自己统计考核数据。<p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;"> <p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;">而高思这样的设计就解决了这个问题：激励教务努力多的留下家长的咨询线索。<p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;"> <p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;">•咨询线索回访：教务主管督导扣分形式（下面会具体讲述）<p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;"> <p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;">•缴费：<p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;">新生缴费提成一定要高，因为教务老师最重要、最难的工作就是说服新家长成单。老生缴费则是老师和机构优惠的共同功劳，所以新生缴费和老生缴费一定要区分提成额度。<p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;"> <p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;">高思不仅划分了长线报名和短线报名的不同提成（考虑成本），而且还划分了不同校区之间的提成：<p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;"> <p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;">校区越大，需要的教务老师会越少（规模效应：规模越大，成本越低）。我们机构300平米的校区也需要3到4个教务老师倒班，1300平米的校区也就需要5到6个人，所以特别大的校区，由于管理效率高、周一到周五白天不需要太多人值班的原因，教务的提成理应减少。<p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;"> <p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;">高思对于大于700学生的校区划归为一二类校区，小于700学生的校区划归为三四类校区，具体提成在3到10元不等。<p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;"><div align="center"></div> <p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;"> <p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;">•售教材、转班、调课：<p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;">调课一般指的是两种情况：一个是老师有事调课，另一个是学生请假没来安排该学生去其他班听课（学而思、高思每节课教学进度同样难度的班是一样的）。<p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;"> <p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;">上述这些工作也会有相应的业务提成：<p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;"><div align="center"></div> <p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;"> <p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;">•退费<p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;">对于退费，高思采取了扣除孩子当初报班接待课程顾问的提成的方案，课程顾问的提成=课程顾问月提成金额（包括所有业务办理的提成）- 课程顾问月退费扣除金额+VIP资源*条数+VIP签约*条数 - VIP签约*退费条数+网课提成。<p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;"> <p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;">我认为高思扣除孩子当初报名操作课程顾问提成做的目的有两个：<p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;">（1）激励课程顾问通过入学测试给孩子合理匹配适合的班级，督促教务做好有关此班级的介绍，让孩子选对班级。<p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;">（2）防止出现教务自己报名再退费刷业绩的情况。<p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;"> <p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;">•VIP资源和签约<p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;">高思课程顾问的提成还包括了VIP1对1的咨询线索和签约提成，这个提成可以引导班课课程顾问为1对1咨询师导流：让有1对1差缺补漏学习需求的学生或者成绩比较差不适合培优体系课程的学生推荐到1对1部门。<p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;"><div align="center"></div> <p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;"> <hr style="max-width: 100%; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 25.6px; box-sizing: border-box !important;"><p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;"> <p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;">二、服务工作：<p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;">学生家长服务、教师服务、卫生、紧急情况处理<p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;"> <p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;">教务【学生服务】和【老师服务】工作怎么量化？<p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;">我的结论是没法量化。<p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;">海底捞的服务员每天跑着送菜，海底捞也没法量化服务员每小时得跑步次数…<p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;">那如何培养团队的服务意识呢？<p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;"> <p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;">我认为有两点：<p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;">（1）校区领导干劲十足，带领教务服务极致。<p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;">（2）让老师、家长评选服务做得好的员工，设典型、发奖金、优先晋升。<p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;"> <p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;">高思采用的是第一种：让校区教务主管抓校区服务<p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;"> <p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;">•根据对各校区教务部总体的【业务办理、服务、运营】工作进行第一次考核后，确定校区教务部排名。<p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;">•根据排名得出该校区每个教务奖金的基础系数，之后再让教务主管根据教务对校区教务老师进行二次考核以确定该名教务的奖金。<p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;"> <p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;">对于业务办理直接计算数据即可，但是对于服务，就需要该校区教务主管带动了。<p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;">所以我们要给教务主管充分的奖惩权利以达到提高校区服务品质的目的。<p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;"><div align="center"></div> <p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; text-align: center; box-sizing: border-box !important;">高思教务主管对教务【服务工作】的奖惩打分<p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; text-align: center; box-sizing: border-box !important;"> <p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;">根据上表，教务主管会加强以下工作的管理给教务进行加分和减分，以提高教务服务品质：<blockquote style="padding-left: 10px; max-width: 100%; border-left-width: 3px; border-left-style: solid; border-left-color: rgb(219, 219, 219); color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 25.6px; box-sizing: border-box !important;">校区是否按时开业、教务考勤、前台是否有人值班、楼道时候有混乱、卫生是否合格（卫生有很多细节大家可以自己列表）...</blockquote><p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 25.6px; box-sizing: border-box !important;"> <p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;">对于教务主管是否称职，高思总部有运营中心会对校区进行抽查。<p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;"> <p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;">学而思则更多采用第二种：通过老师打分和教务述职表彰优秀教务<p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;"> <p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;">•老师每个月会对教务老师进行打分，选出最好的教务，然后校区再以老师的评价为参考对教务进行奖惩和晋升选拔。<p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;"> <p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;">•教务老师每半年要进行述职，将上一阶段成果和问题以及下一阶段的规划讲给其他教务老师、校长、人力。<p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;"> <p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;">学而思的教师薪酬我们之前文章分析过，它以鼓励和表彰优秀员工为核心绩效思想。老师做的好的可以涨课时费，教务的绩效思想同样如此：激励做的好的以此带动团队向前。<p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 25.6px; box-sizing: border-box !important;"> <p style="padding: 5px 15px; max-width: 100%; clear: both; min-height: 1em; font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; border: 0px; color: rgb(255, 255, 255); font-weight: bold; text-align: center; border-radius: 5px 5px 0px 0px; line-height: 2em; box-sizing: border-box !important; background-color: rgb(70, 118, 217);">UncleW说<blockquote class="" style="padding: 10px 15px 20px; max-width: 100%; border: 1px solid rgb(70, 118, 217); color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 25.6px; border-radius: 0px 0px 5px 5px; box-sizing: border-box !important;">有的校长反馈我们的文章太长了，每次消化不了。所以这次教务绩效我将以连载的形式为大家讲解。 每周和大家一起学习一点、进步一点，我们争取全部消化。 本文讲到教务绩效设计的第三步【明确部门具体工作的量化结果】，在第三步中还有学而思高思的运营重点工作量化结果、1对1具体工作的量化结果，还有教务绩效设计第四步和第五步，我将在下周三晚发布的【学习学而思、高思教务具体工作和薪酬体系（二）】中继续讲解。</blockquote><p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 25.6px; box-sizing: border-box !important;"> <p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 25.6px; box-sizing: border-box !important;">来源：校长运营圈微信公众号：yaohaotixy<p style="max-width: 100%; clear: both; min-height: 1em; white-space: pre-wrap; color: rgb(62, 62, 62); font-family: 'Helvetica Neue', Helvetica, 'Hiragino Sans GB', 'Microsoft YaHei', Arial, sans-serif; font-size: 16px; line-height: 2em; box-sizing: border-box !important;">

Samヽ王 发表于 2017-12-20 19:17:37

思路是有的，具体怎么去还有点懵

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教育圈的市场人 市场人的社交圈's Archiver

学习学而思、高思教务具体工作和薪酬体系

教育圈的市场人市场人的社交圈's Archiver