1.R&D technology

Chinwin Vocational Training Research Institute

Chinwin Vocational Training Research Institute was formerly the R&D center of Chinwin Education Group and was promoted to Chinwin Vocational Training Research Institute in June 2008.

Major functions of the Research Institute: provide governments and industries with vocational training and adult education consulting services; conduct practical theory research of vocational training and comparative research of domestic and foreign vocational training and adult education; provide guidance for the vocational training industry to borrow the education mode and experience of foreign countries for education reform and experimentation; undertake the development planning for the vocational training and adult education institutions and R&D of specialties, courses, teaching techniques and modern information technologies; plan, organize and implement the training of teaching research and managerial staff and backbone teachers; organize the academic communication between domestic and foreign vocational training and adult education.

Organizational structure of the Chinwin Vocational Training Research Institute: currently, the Research Institute has a total of 20 research staffs and administration staffs, including 18 research staffs and 8 staffs with senior title, and 3 research institutes.

1. Vocational training policy and development planning research institute. Main areas of research: adult and lifelong education, community education development theory and policy research, provide government authorities and industries with decision consulting service for vocational training development, and provide theoretical research and practical guidance for development planning.

2. Vocational training specialty and course research institute. Main areas of research: provide research consulting and practical guidance service for training projects, including teaching plan, teaching outline and research and compilation of teaching materials, etc.

3. Vocational training teaching technique research institute. Main areas of research: teaching mode, teaching environment, teaching process, teaching staff training mode.

2.Chinwin’s Worry-free Service

A. High quality service guideline for employees

1. Image and manner requirement
Neatly dressed, easy-going manners.
Civilized behavior, polite language, use mandarin.
Use polite terms: “hello, please, sorry, thank you, goodbye.”
Cherish posts and devote wholeheartedly to work, feel real sense of commitment to the work.
Stick to the principles, comply with laws and disciplines.

2. Work specifications
High quality and efficiency service, pursue student satisfaction.
Guarantee seven elements: a smiling face, a greeting, a chair, a cup of hot tea, enthusiasm, an appreciation, consistency.
Three actives: actively solve difficulties, actively coordinate conflicts and actively undertake responsibilities.

Practice responsibility-inquiry of leaders. When a student inquires a department, if it is within the scope of responsibility of the department, the employee first receives the inquiry should answer the inquiry. If the problem can not be solved temporarily, ask for instructions and then give a reasonable reply. If it is not the responsibility of the department, guide the student to find corresponding person. At the same time, the department should register the problems for follow-up. Ensure each problem is replied and responsibility assigned.

5. Smiling service rules
1. Smile brings sunshine to your life. When you smile to the world, the world will smile to you. An important sign of excellent service is smile, we believe smile can make life better. The Group vigorously advocates smile service.
2. Try best to carry a smile at workplace and create an easy-going, natural and harmonious working environment, the smile should be kind and natural.
3. When a student or guest pays a visit, the advisor should give a smiling greeting and say hello.
4. When answering a call, say hello with smile even you can not see the face of the other side.
5. Before class, say hello everyone with smile to all students.
6. In the case of machine room guidance, if a student raises a question, say hello with smile.
7. Greet actively with a smile when meeting seniors, colleagues or students.

6. Excellent service rule
1. This service rule is the essential condition for a unit to become an excellent unit, and is also a detailed reflection of our pursuit of excellence.
2. For an individual, the birthday is an important day, so the information management center is responsible for automatic student birthday reminding service. On birthday of every student, the center sends birthday wishes in the form of postcard, email or short message. Responsible person of the unit shall give best wishes to students on their birthday parties; Representative of the information management center gives best wishes to responsible persons above middle level on their birthday on behalf of the Group; the president gives best wishes to responsible persons above vice general manager on their birthday.
3. VIP card service. Provide VIP service to students throughout the Group.
4. Contact between home and school. Strengthen communication with parents to obtain effective information feedback. For students of courses longer than half a year, hold a parent meeting on every Saturday to communicate with parents.
5. Class meeting. Hold a class meeting once every two weeks; the school holds an employee meeting every two weeks, hold an activity once every half a year for every business division; the headquarters hold an activity once a year.
6. Everyone values his own name, so remembering others’ name sometimes means great respect to others. Our head teachers and specialized teachers are required to remember the names of their own students; advisors should remember the names of all students; headmasters should remember the names of students and leaders they have been in contact.

B. Student “worry-free” service clause

1. Student “worry-free” service clause
1. As a member of the Chinwin Education Group, you have the right to select the excellent teaching staff we provide according to your actual conditions.
2. We promise you will learn something useful here, if you can not pass the exam in one semester, you will be free to attend the next semester until you pass the exam. (In the case of any change of tuition fee or teaching material fee, the price difference should be made up.)
3. During the whole teaching process, registration and certificates can be handled by our school as long as relevant authorities permit.
4. Old students can enjoy a 50 Yuan discount for non-degree courses next time.
5. Students excel in moral as academic performances can apply for a maximum of 70% stipend.
6. In the case of any telephone number change, please contact the school promptly.
7. After registration, we will inform you relevant teaching information in the form of short message. Please keep your phone connected. If your phone number changes, please inform your head teacher.
8. We assign personnel to look after your cars, but it’s a voluntary free service. We do not take any responsibility for any loss. If your car needs custody, custodian fee is required.

3. Service channels
1. Student service management department: GroupStudentServiceCenter.
2. The Student Service Center provides service to students via 400 toll free calls and Chinwin online.
3. Enrollment consulting centers of the Group is the responsible departments of student service, providing students with high quality pre-sale, in-sale and after-sale services.

C. Student service management system

1. Purpose
Regulate the content and process of the Group’s student service, monitor the process of the service, measure the student satisfaction, promptly solve the problems raised by students and provide students with satisfactory services.

2. Scope of use
Apply to coordination of pre-sale consulting services and after-sale services of the Group for students, accept and solve problems raised by students and measure the student satisfaction.

3. Responsibilities
1. Student service management department: responsible for coordinating and supervising services provided for students; receiving, transfer and analysis of student information; supervising, analyzing and evaluating the student services of the responsible department of student services
2. Responsible department of student services: responsible for providing students with high quality pre-sale consulting services and after-sale services.

4. Content and requirements of work
(1) Content of student service
1. Student service includes pre-sale consulting service, after-sale service and student problem management.
2. Pre-sale consulting service: provide students with information and consulting services such as course instructions and course materials.
3. After-sale service: provide students with after-sale services of courses, including other course information, exam information, certificate information and employment information.
4. Student problem management: accept different problems of students, monitor and solve the problems and collect feedback information of students.

(2) Method of student service:
Students can obtain different services provided by the Group by making a call, paying a visit, QQ chat and visiting the Group’s website, the Group will provide students with services by means of back visit,
1. Telephone consulting service
In order to facilitate the Group’s students to promptly obtain satisfactory services, the Group and schools should provide students with hotline services and make sure students can obtain student services of the Group through telephone.
2. Network information inquiry
Students can obtain student services provided by the Group by browsing relevant information on the Group’s official website and inquiring services via QQ. In order to guarantee accuracy and validity of student service information, the Group will promptly update service information on its website and make sure QQ service is online.
3. Student visit
In order to learn students’ actual conditions, the StudentServiceCenter and responsible department of student services will visit complaint users, collect customers’ opinions, understand and promptly solve students’ complaint problems.

(3) Acceptance of student problems
1. The Group accepts students’ problems via hotline call, the Group’s website and online QQ chat.
2. The Student Service Center is responsible for distributing student information accepted to relevant departments, deciding the time limit for solving the problems according to type of the problem, supervising the solution process of the problems and replying the result of problem solving timely and accurately.
3. The Student Service Center is responsible for paying a return visit to students to learn student’s opinion on the settlement of complaint. If the student is not satisfied with settlement, the StudentServiceCenter will keep track of the services.

(4) Student satisfaction survey
1. Schools of the Group shall collect students’ feedback on the courses and services.
2. The Student Service Center publishes the result of student satisfaction survey to relevant departments of the Group according to students’ feedback.
3. The Student Service Center is responsible for correcting problems in the student service according to the result of student satisfaction survey so as to improve the quality of student service.

(5) Complaint and suggestion handling
1. Type of customer complaint
Course complaint (price, credit hour, quality, teaching staff)
Service complaint
Safety complaint (environment influence, accidents)
2. Responsibility of handling customer compliant:
Accepted by customer service center
Handled by relevant departments
Provide feedback to students by the customer service center.
3. Process:
The complaint is submitted to local headmaster, provide feedback according to requirements.
If the complaint has been submitted to local headmaster, then submit it directly to relevant functionary departments, provide feedback according to requirements. (Teaching management center is responsible for course complaint and teaching staff complaint; the financial management center is responsible for charge and refund complaint; the security responsibility department and market management center are responsible for complaint relating to service, advisor and market personnel.)

Reply the student.
4. Attitude towards customer complaint: student-centered, enthusiastic, active and patient.
5. Principle of complaint handling: time for response is usually within 3 hours; for significant events, within 2 days.

3.Registration management system

1. Registration procedure
1. Consult and filling forms → Personality and career interest test → Confirm the courses registered, read registration management system and pay fees (tuition fee and registration fee 50 Yuan) →Confirm the registration return slip and sign name on it → Pick up textbooks, receipt and student ID card.

Consult about details of the courses → Fill in the registration form → Pay fees → Pick up receipt and enrollment materials

2. Invoice management
1. Official invoice will be issued within 7 days after the start of the courses as long as you produces receipt and student ID card, no invoice will be issued after the deadline.
2. Registration in advance is needed for issuance of invoice for degree classes by relevant colleges.

3. Postpone, re-study, transfer of school and transfer of major
1. Postpone: To postpone your study, hold your ID card, student ID card, invoice or receipt and handle the postpone procedures at the enrollment consulting center before the start of the course or within one week after the start of the course;
2. Re-study: if you are not satisfied with the learning effect of this semester, you can handle the re-study procedures at the enrollment consulting center within a week after completion of the course and pay a handling fee of 10 Yuan. If the teaching material has any change, additional teaching materials must be bought. Students enjoying discount must make of the price difference;
3. Transfer of school: Students can transfer to other Chinwin schools due to special conditions, if the course arrangement of the new school is different than the original school, the student should follow the course arrangement of the new school.
4. Transfer of major: To transfer your major, hold your ID card, student ID card, invoice or receipt and handle the transfer procedures at the enrollment consulting center before the start of the course or within one week after the start of the course. The original textbooks can be exchanged for new textbooks; if the price of the new textbooks is higher than that of the original textbooks or the tuition fee of the new major is higher than the original major price gap should be made up.

4. Refund rules
1. If a student is drafted into the Army before start of the course and applies for refund of the tuition fee by presenting the draft notice issued by military authorities, the school will refund the tuition fee and miscellaneous charges with deduction of registration fee. (Expense of disposable goods should be deducted, the below is the same.)
2. If a student applies to quit school and for refund after the start of the course by producing the official letter of admission of a state recognized college or due to reasonable causes such as severe illness, accidental injury or death and special difficulty of the family, the school will refund tuition fee and miscellaneous charges with deduction of tuition fee and miscellaneous charges actually incurred and the registration fee.
3. Textbook free for teaching materials already handed out should be deducted; if the teaching materials are not unsealed, the textbook free can be refunded in full.
4. As a general rule, if a student applies for quit and refund within 7 days after start of the course, the school will refund the student with deduction of 10% of tuition fee and miscellaneous charges and the registration fee; if a student applies for quit and refund within 8-15 days after start of the course, the school will refund the student with deduction of 30% of tuition fee and miscellaneous charges and the registration fee; if a student applies for quit and refund within 16-30 days after start of the course, the school will refund the student with deduction of 50% of tuition fee and miscellaneous charges and the registration fee; the school will not refund if any student applies for quit and refund 30 days after the start of the course.
5. Refund does not apply for following conditions:
(1) The student is expelled by the school for violation of state laws and regulations or school disciplines;
(2) Students with official invoice issued;
(3) Students of degree courses or Tsinghua Wisdom Network Engineer;
6. The materials for refund: ID card, student ID card, materials unsealed (full-time students should be accompanies by parents).
7. While handling the refund, students should present the receipt, otherwise refund is not permitted.

4. Published Teaching Materials

5. Certificate Examination Information

6. Chinwin Wallpapers

7. Chinwin’s Newspapers

8. Chinwin’s Song

9. Chinwin’s Wisdom