5G、智能互联网等新基建快速发展，持续催生出以新技术为主的高端人才岗位需求。我国职业技能培训市场将面临比以往更为激烈的竞争。教育培训行业属于服务业，具有客户参与服务过程、服务生产和消费的特点，其发展重点是提升客户服务质量。服务质量的提升的方式是形成企业独特的运营流程，整合企业内外资源，高效协同，进而建立起竞争优势。企业在发展的过程中，需要持续关注运营流程的优化，才能与时俱进，长远发展。D公司是职业培训教育领域龙头企业，也是国内双师课堂运营模式的开创企业，其在职业余班的学生占比逐年增长，而其运营流程却发展滞后，导致其针对在职人群的双师课堂在运营过程中出现了线上课程完课率低、满意度低等问题。这些问题直接影响着公司的口碑及销售业绩。在此背景下，本文以D公司为研究对象，对其双师课堂运营流程进行了优化研究。

本文主要运用流程管理优化的理论分析了D公司双师课堂运营流程现状，以流程优化的必要性为基础，采用精益六西格玛方法和工具，通过DMAIC模型框架，从定义、测量、分析、改进、控制五个阶段重点确定了针对客户网络咨询购买流程的自助体验式优化流程，以及针对400电话投诉的分类引导，系统化处理的流程优化方案；同时指出了组织和人力资源保障、建立持续优化改进流程的项目团队、建立以客户为中心的流程优化的文化等方面的方案实施保障措施。此流程优化方案的实施有助于提升D公司客户满意度，提升在职人群的业余班双师课堂完课率，进而提升成人职业培训业务的整体运营效率，助力销售业绩的增长。

本文的分析虽然是以D职业教育公司为研究对象，但是对于我国广大教育培训行业中相关公司的运营流程优化也有一定的现实借鉴意义。

As rapid development of new infrastructure such as 5G and smart internet, a huge amount of job demand for high-end technical talents is increasingly created. China's vocational skills training market will face more intense competition than before. Education training belongs to service industry, owning characters of customer participating in service process, service production and consumption, so the key focus is to improve service quality. The way to improve service quality is to form a unique operation process of the enterprise, integrate internal and external resources of the enterprise, cooperate efficiently, and then establish a competitive advantage. The continuous optimization and improvement of operation process has always been an important subject to be explored in the continuous development of enterprises. Company D is a leading enterprise in the field of vocational training education, and also a pioneer of the dual-teacher classroom operation model in China. The proportion of in-service amateur classes of Company D is increasing year by year, but the development of its operation process is lagging behind, which leads to problems of low completion rate and low satisfaction for online courses in the operation process of dual-teacher classes for in-service people. These problems directly affect reputation and sales performance of company D. On above background, this paper aims to optimize dual-teacher classroom operation process of company D.

This paper used theory of process management optimization to analyze dual-teacher classroom operation process of company D. Lean six sigma methods and tools are explored. Based on DMAIC model framework, self-helping experience process for customers to consult and purchase courses, classifying guidance of 400 complaints, optimization scheme for systematic treatment process were determine, from viewpoints of 5 stages about definition, measurement, analysis, improvement and control. At the same time, the implementation guarantee of organization and human resources, the establishment of the process optimization to continuously improve project team, the establishment of the customer-centered process optimization culture, and so on, were pointed out. These process optimization implementation schemes will help to improve the customer satisfaction of D Company, and improve completion rate of part-time dual-teacher courses for on-the-job people, and then enhance the overall operational efficiency of adult vocational training business and boost the growth of sales performance.

This paper although considers Vocational Education Company D as the research object, but may also offer some practical reference significance for the operation business optimization of companies in the education and training industry in China.