MONITORING OF CONSUMER SATISFACTION OF EDUCATIONAL SERVICES IN THE SYSTEM OF THE ADDITIONAL ADULT EDUCATION

Consumer orientation is an important aspect of creating and functioning of quality management system of the educational establishment. However, monitoring of consumer satisfaction in the system of the additional adult education requires certain conceptual and technological development projects. A synthesizing of existing approaches for monitoring allowed us to make the model approximation of monitoring consumer satisfaction of educational services of the Institute for Professional Skills Upgrading and Retraining. It determines aim and functions of the monitoring, its object and subjects, the content, structure, etc. Then content monitoring is determined on the basis of several criteria and indicators for evaluating consumer satisfaction, characterizing consumer perception of the Institute. Monitoring of listeners of training satisfaction, courses for skills upgrading for managers and professionals, the training courses (including working trades), as well as employers is included to the structure. Diagnostic materials are developed for each type of monitoring. Questionnaires contain questions assessed by nominal and point scale. We have identified six stages in the developed technology of monitoring and consumer satisfaction evaluations of educational services of the Institute: organizational-preparatory, questionnaires, and analysis of incoming documents, data processing, analytical, synthesis, reflective. The automation of the procedure of monitoring has allowed to reduce time and efforts. The program «Questionnaire» was developed using Microsoft Visual Studio 2008. The examples of the analysis of monitoring results (dynamics of motives, reasons for satisfaction specialty retraining, choice of the most effective forms of organization of educational work and other; 2005-2011; 826 respondents) reflect the possible impact of monitoring on the management of educational process in the system of additional adult education.