BAI GIANG CONG TAC XA HOI

nheing ding cu do goi la thang diem Roan thanh muc tieu (Goal Attaiment
Scaling - GAS). Thang diem hoan thanh muc Lau la tong cu có the dttcic sit
dung a danh gia thay trong cac he thgng Iii ca nhan dgn td chic va
chide sit dung trong nhigu to chile sung gip dich vu. Quy trinh sii dung
thang diem hoan thanh muc lieu gom có xac dinh can than van dg gem
khach hang, danh gia va gan cac trong s6 tudng dgi cho m6i van de, lap
danh muc cac muc tieu dt/ bao, thu than du lieu vg kgt qua thgc t6 dat dude
va tinh toan mete trong binh cho khach hang. Bang 10.7 thao luan chi tint
mei boot kd tran.
Bo& 1: Xac dinh van de cua khach hang: Vi6c sac dinh dUidc tien hanh thOng qua cac
WOG phOng van voi khach hang vathoac \Leh nguni khac c6 hieu brit ye tinh
hueng chung thong qua cac nguein tin khac co san. Budc nay co the bao gem
ket qua frac nghiem, di/ HO to cac tong cu danh gia tinh huang khac nhau va
quan sat cua nhan vier' CTXH.
Bulk 2: Dhoti cac van de de lam viec: Day la qua trinh not khach hang volcac van de
dudc chon toe, co the dda ra met danh muc gem cac van de nghiem trong nhat.
Nhimg yen de nay cludc tao thanh to cac khtic mac nhU"mau thuhn ca nhan, not
buon than, viec giai quyet cac van de , cac van de ye chuygn dOi vai fit, tinh
chat gidi, viec chain sec va nuOi &fang tie em, v.v..." (Bloom va ceng sit, 1995,
tr. 81). Mei van de nay dads dinh nghia thanh met muc fieu cho tam quan Irony
cua van de do voi khach hang.
Stroc 3: Xac dinh (hang digm hanh vi &Inc sti dung: Trong bUdc nay, chUng ta se lap
danh muc cac hanh vi dai dien cho mac dO cal thien Wong tdi viec hoan thanh
met muc lieu. Xac dinh mac dO thanh tong mong muen phan anh su du' doan
hop li sau do chuyen sang cac ket qua khang mong mugn that va mong muon
nhat.
Butic 4: Haan (hanh bang (hang diem danh gia hoan thanh muc !tau: Hay nhap vao cac
muc tieu, trong s6 va mac de vao met bang hoan thanh muc tieu bong (xem hinh
10. 8) ding cac diem gen yeti cac mit de hoan thanh muc
Bute 5: Danh gia ket qua: Thu thee de lieu ye thanh tong cua he khach hang dOi vdi mei
van de va nhap vao bang thang diem.
&lac 6: Tinh tong diem hoan thanh muc haft dm mai thang digm: Mc nay bao gem
viec nhan trong 56 cua m6i muc lieu vdi se diem dat dunc (xem Bang10.8).
BANG 10.7. Thang diem hoan thanh muc lieu
Thang didm hoan thanh muc tieu cho cluing ta met co ch6 khac de gOp
phan danh gia thanh gang cua m6i he thong khach hang. Hinh 10.8 cho
thgy bang thang diem hoan thanh muc tieu cua mot thigu nien c6 mau
thu'an voi cha me v6 mot sS van Nhu ta co the doan trudc, bang nay
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