Property Management Quality Improvement Plan 1
In order to further promote the development of the property management industry, standardize property service behavior, comprehensively improve the quality of property services and management levels, and improve the people's living and working environment , build a harmonious community. According to the requirements of Langfang City Housing Security and Real Estate Administration Bureau and Sanhe City Property Management Department, the company decided to carry out property service quality improvement annual activities within its jurisdiction this year, and specially formulated this implementation plan.
1. Guiding ideology
Further implement the "Langfang City Property Management Measures" and related supporting policies, comprehensively promote community property service standards, property project filing, property service enterprises and project responsibility Innovative mechanisms such as personal credit management will focus on standardizing property service behavior and improving property service quality in the region, guiding owners and property service companies in the region to build a harmonious and mutually trusting relationship, and strive to achieve a new level of overall property management in our region.
II. Work Objectives
By carrying out annual activities to improve property service quality, property service companies can strengthen basic property management, enhance service awareness, improve service skills, and gradually realize the standardization of property services. , standardization and refinement to ensure that the quality of property services in the entire industry is generally improved, and to promote a significant improvement in the relationship between owners, users and property companies.
(1) The enterprise is established in accordance with the law and operates legally;
(2) The internal management system, main business processes and service specifications of the enterprise are sound and implemented;
(3) The formulation and completion time of property service quality improvement standards;
(4) Strengthening cooperation between departments and improving the responsibilities of each department;
(5) Property service personnel The comprehensive quality has been significantly improved;
(6) Harmonize the relationship between service companies and owners, and create a harmonious property service atmosphere;
(7) Take the creation of provincial and municipal demonstration excellent residential communities as the Opportunity to create an excellent property service enterprise.
3. Contents of the activity
According to the requirements of the work objectives, the entire activity is carried out from the following aspects:
(1) The enterprise is established in accordance with the law and is honest and trustworthy , operate legally.
Standardize management behavior and obtain corresponding property service qualifications in accordance with the law. Undertake residential projects in corresponding areas according to qualification levels. Implement services in accordance with the service scope, projects and standards agreed in the contract, be honest and trustworthy, standardize services, and provide the majority of owners with services of consistent quality and price.
(2) Improve internal rules and regulations, work processes, and assessment mechanisms.
Do a good job in basic internal management of the enterprise to standardize enterprise management and promote the improvement of service quality. Establish and improve management systems, business processes, service standards and emergency plans, and strive to be concise and practical. Ensure that all management and service behaviors of the enterprise are followed by rules, avoid arbitrary service management behaviors, and further improve the level of standardization and quality.
(3) Efforts to improve the quality of property services
1. Set up a dedicated service complaint hotline, 3119333, 5163958, to accept supervision from owners at any time; establish a service complaint management system, promptly Receive, resolve and return visits to owners for their opinions and suggestions on property services; improve the owner's needs investigation and evaluation mechanism, timely grasp changes in owners' needs, adjust service content, and meet the owners' growing service needs.
2. In view of the current hot and difficult issues in property management, focus on sorting out a group of property projects with strong public feedback and many hidden dangers, solve the difficult problems in property management, so that they can be effectively rectified, and sum up experience , forming a set of processing models to pave the way for handling difficult problems in the future.
3. The * * * distribution part of the residential area and the * * distribution facilities and equipment management part must be equipped with qualified engineering equipment management and professional technical personnel, so that they can work with relevant professional certificates; formulate facilities and equipment management regulations Rules, regulations and operating procedures; establish facility and equipment ledgers and life cycle management files; prepare annual maintenance plans for facilities and equipment and implement them effectively; establish a daily maintenance and operation inspection mechanism to ensure that facilities and equipment are in normal operation and in good condition, and extend their service life; Owners should be regularly invited to visit facilities and equipment management to improve the transparency of facilities and equipment management.
4. This work will be completed before October 30, 2000.
(D)Improve the responsibilities and tasks of each department.
1. Office: Fully responsible for the company’s meeting plans, preparation and implementation of meetings, and drafting of the company’s annual summary materials and plans. Do a good job in the registration, renewal and annual inspection of the company's business license, enterprise code certificate, legal person code certificate, and enterprise qualifications. Do a good job in visitor reception.
2. Housing management department: Strengthen daily inspections of public areas in the community, and make timely records of problems found. Be fully familiar with the houses, ancillary equipment, residences and users within the jurisdiction, and establish house files. Carry out the management, inspection and acceptance of residential house decoration, as well as the inspection and maintenance of houses and public facilities and equipment. Ensure building and utility maintenance plan completion rate is above 98%.
3. Insurance Department: Strengthen security inspections in the hospital to effectively prevent criminal incidents and achieve 100 cases without criminal cases. Strengthen security and vehicle management to ease traffic congestion. Strengthen greening and health management, prepare community greening and beautification plans and phased implementation plans, and organize and implement them in detail. Make sure there are no dead trees and the survival rate reaches 100. Regularly conduct comprehensive inspections of the WHO, strengthen the management of health and cleaning personnel, assign responsibilities and positions to each person, and create a clean and comfortable living environment for the majority of residents.
4. Business department: perform project budget and final accounting responsibilities, implement policies and regulations for preparing project budgets, accurately budget, and effectively control project costs. Do a good job in collecting and paying water and electricity bills for businesses, offices and residents in the community, and confirm the collection of heating bills.
5. Accounting Department: Do a good job in the company's financial management and accounting, conduct regular financial analysis, and provide detailed basis for the company's business decisions. Strengthen the supervision and review of property management fees and heating fee standards and rates.
6. Neighborhood committees: It is necessary to go deep into the masses, listen to residents’ opinions and suggestions on neighborhood committees and property management companies, and provide timely feedback. Do a good job in community broadcasting, window display, blackboard newspaper and publicity and education work, increase the intensity of youth education, understand the activities of youths in the jurisdiction, and avoid juvenile crimes. Do a good job in people's mediation and resolve residents' conflicts in a timely manner. Comprehensively understand the situation of religious personnel in the jurisdiction and do a good job in monitoring cults. Responsible for statistics and registration of resident information, and grasping the basic situation of residents. Assist the local police station in its work.
7. All departments and departments must actively unite and cooperate, work together, * * * to seek common development of the company, improve work efficiency, and form a harmonious working atmosphere.
(5) Strengthen the training of enterprise employees and comprehensively improve the quality of management and service personnel. We should pay attention to employee training, conduct pre-job training and continuing education for employees in stages in an organized and planned manner, and build diversified talents. Training mechanism; it is necessary to strengthen the training of employees on property management laws and regulations, service concepts, service awareness, service etiquette, service standard processes and professional knowledge, cultivate property service talents, comprehensively improve the comprehensive quality of employees, and realize that corporate project managers can hold a certificate to work rate, the rate of employment with certificates in special industries, the rate of pre-job training for employees, and the employees have participated in business training for many years.
(6) Organize and carry out owner satisfaction rate surveys to create a harmonious property management atmosphere. In the annual service quality improvement activities, we organize a 1-2 owner satisfaction survey to solicit opinions and suggestions from owners and users on property management services. The questionnaire survey takes the form of a unified distribution of questionnaires by the municipal bureau, separate assessment, analysis, and submission of investigation reports to fully understand the problems and deficiencies existing in our company's current property management work and provide a basis for our company to revise and improve relevant property management rules and regulations.
It is necessary to broaden the ways and channels of communication with owners, and win the understanding of owners and users to the greatest extent through various effective forms such as symposiums, social gatherings, cultural and sports activities, regular visits, inviting owners to participate in management, etc. and support. Treat the owners' criticisms sincerely and improve the work in a timely manner to resolve conflicts in the bud and create a harmonious property management atmosphere.
(7) Take the opportunity of creating provincial and municipal-level demonstration excellent residential communities to create excellent property service enterprises.
It is necessary to actively participate in the creation of outstanding residential communities and excellent property management projects at the provincial and Langfang City levels through annual activities to improve property service quality, and improve management service levels and service quality through excellence creation work.
IV. Work Steps
(1) Mobilization and Deployment Stage
Convene a mobilization meeting for the property management industry to implement the "Year of Property Service Quality Improvement" and release the implementation plan , publicize and deploy the purpose, significance, content, and steps of the activities to kick off the activities.
(2) Organization and implementation stage
1. According to the requirements of Langfang Housing Management Bureau, formulate the implementation plan of Sanhe Property's "Property Service Quality Improvement Year" and fully launch, deploy and carry out " Year of improving property service quality”. This work should be completed by May 1.
2. Carry out self-examination in accordance with the requirements of Langfang Housing Management Bureau and rectify existing problems.
3. Organize centralized training activities for property management practitioners, invite experts to give lectures and training on property management policies, regulations and professional knowledge, and improve the theoretical level and comprehensive quality of practitioners.
Organize employees to observe and communicate on-site, learn advanced corporate management experience and practices, and promote the improvement of overall management level.
(3) Summary and acceptance stage
1. Organize employees to summarize and commend this activity, summarize the results and experiences of the activity, commend advanced figures who emerged from the activity, and continue Rectify existing problems and submit summary materials to the Housing Security and Real Estate Administration Bureau of the jurisdiction before February 31, 20__.
2. Establish a property service quality improvement annual activity assessment team, adopt a variety of methods to inspect and accept the progress of the property service standard year activities, and conduct a comprehensive summary of the activities.
3. Convene an annual summary and commendation meeting for improving property service quality, select typical experiences and practices, report them to industry authorities, and widely publicize the deeds of advanced collectives and individuals through the news media.
4. In view of the problems existing in the annual activities to improve the quality of property services, we must continuously strengthen management, establish and improve long-term mechanisms, consolidate and standardize the results of annual activities, and guide the healthy development of enterprises.
Planning Plan 2 to Improve the Quality of Property Management
As a service industry, property management provides high-quality services. Therefore, property management must establish a service-oriented corporate culture and strengthen communication with owners. Only by improving owner satisfaction can market share increase accordingly and property management companies win in the increasingly fierce market competition.
First of all, change the traditional concept of property management
In order to maintain competitiveness, property management companies must always pay attention to service satisfaction in the property management process, correct and solve problems in a timely manner, and improve as much as possible Service quality. The method to improve satisfaction should be based on the basic knowledge of protecting property management companies and providing services to owners.
Second, train employees regularly
In property management companies, excellent employees should have the flexibility to deal with problems and tolerance for owners, and change some methods according to different situations. For property management companies, it is necessary to organize employee training from time to time to improve their own quality.
Third, establish a service-oriented corporate culture
Corporate culture is a corporate value or behavioral pattern that is gradually formed during the growth process of the company. Corporate culture is an important part of the company. It is the code that governs employee behavior in an enterprise. The company's values ????should indeed give employees some autonomy, rather than service for the sake of service. If employees genuinely put the owners' interests first, they will provide top-notch service.
Fourth, strengthen communication with owners
Since owners will judge their own expectations for service results, the property management company should strengthen its understanding and communication with owners. Through the registration of user information, we can know the basic information of each user, such as age, personality, occupation, education level, etc., and then divide the family situation into several categories. For different types of owners, preparing a set of communication methods in advance and training employees in advance will inevitably reduce friction with residents. Property owners also need to let owners understand the relevant laws and regulations of property management through bulletin boards, symposiums, group activities, etc.
5. Strengthen the transformation of the living environment
The environment of the community is where the owners live every day. The property needs to regularly build flowers and trees, cultivate some flowers and plants that are beneficial to health, do a good job of preventing heatstroke and repelling mosquitoes in summer, and regularly check the safety of flowers and plants to prevent snakes and rats. Dispose of community garbage in a timely manner to prevent the generation of odor and affect the mood of the owners.
At present, there are constant complaints about property management in China. Property management companies still need to improve their services, change the attitude of owners, and do their jobs well. The above is our survey on the importance of customer satisfaction.
Property Management Quality Improvement Planning Plan 3
In order to further improve the quality of property services on the original basis, effectively promote housing sales, and achieve continuous improvement of property service quality, the following qualities are formulated Improvement measures:
1. Company headquarters:
1. Publicize the company’s complaint phone number at the front desk of each community, respond to the complaint content on the same day, and follow up on implementation;
2. Set up a meeting between the general manager and the owners in each community to listen to the owners' questions and answer their doubts.
2. Sales Center:
1. A member of the order adjustment team is directing and guiding the inspection of vehicles parked in the parking space at the intersection of Jinshajiang Avenue, and opens the door to guide customers into the marketing center.
2. On rainy days, the cleaning service will provide door-to-door shoe shine services, wiping and drying customer shoe uppers with a dry cloth.
3. Community management:
1. Order:
A. Change the gate guard to stand guard;
B. Patrol personnel wear He has an armband with the word "Patrol" printed on his left arm and is patrolling with a baton and a walkie-talkie.
C. Order the team members to change hands;
d. Check and register the people and vehicles entering the community;
E. Provide parking facilities for vehicles Command and greeting services;
F. Set up an ordering service at the gate and provide timely assistance according to the host's needs (help the host carry luggage, hold an umbrella, and lead guests visiting the host to the host's home).
2. Customer service:
A. Implement standing service and Mandarin service;
B. Collect letters and packages on your behalf, make phone calls or deliver door-to-door services;
C. The bulletin board specializes in providing information release services (house rental, sale, etc.) for owners;
D. Pay phone, broadband, water, electricity and gas payment services;
3. Project:
A. Uninterrupted "after-zero" elevator maintenance service;
B. 15-minute door-to-door service for vehicle owners' repair applications, every Sunday Carry out paid service reduction and exemption activity days;
C. Check the civil construction, water leakage, water, electricity, sanitation, etc. of vacant houses every week;
d. Establish equipment files and hang them on the equipment ;
E. Engineering supervision should check the operation of on-duty personnel and equipment once a week.
4. Cleaning:
A. Change the garbage disposal once to twice a day;
B. Clean up the standing water after one hour on rainy days;
C. Disinfect elevators once a week;
D. Extend sanitation service hours from 7:00 to 20:00;
E. Provide paid housekeeping and cleaning Services;
5. Greening:
A. Replant sidewalks in the lawn and restore greening;
B. Replant some in autumn and winter.
Property Management Quality Improvement Plan 4
Under the requirements of the Property Management Committee to improve service quality, the company decided to further improve service quality on the original basis, and plans to Improve the quality of the project to a new state, achieve continuous improvement of property service quality, and improve owner satisfaction. To this end, a special project of "improving the quality of basic property service management" will be carried out, aiming to improve the service awareness of all staff, strengthen internal project management, improve job service skills, and provide thoughtful and convenient services to owners. The specific implementation plan is as follows:
1. Division of special work stages
(1) Mobilization training stage;
(2) Self-examination and self-correction stage;
(3) Rectification stage;
(4) Inspection and acceptance stage;
(5) Special summary stage.
2. Focus and requirements of each stage of work
(1) Mobilization training stage (June 1-5)
1. Convene a special meeting to study Develop quality improvement plans and arrange related work.
2. Prepare a quality improvement plan for Helenbergh Hotel’s basic service management.
3. General Manager Liu will take the lead and Manager Lu will be responsible for implementation.
4. This special work requires the participation of all employees. All meetings, training and other work must be recorded in writing, and each employee must have a record.
(2) Self-examination and self-correction stage (June 6-10)
1. The customer service department strengthens the inspection of property assistants, purchases fixed communication equipment, and announces the contact information of property assistants on each floor Method;
2. The front desk and various departments should strengthen etiquette and courtesy training, and strictly master the standard terminology of gfd and front desk reception;
3. The engineering department will send special personnel to conduct spot checks on the system, collect and return The progress of the documents must be timely and effective;
4. The safety management department must strengthen patrols, especially night shifts, carefully inspect and patrol, and at the same time strengthen the inventory and registration of rental houses;
5. Do a good job of weekly inspections Inspection records and timely processing;
6. Three-party intercom system for maintenance and repair. Accelerate the repair of the elevator monitoring system, and install surveillance guns and access control systems in each lobby for quotation;
7. Comprehensive inspection of elevators, electricity, and fire protection;
8. Strengthen cleanliness With the supervision, health will reach the state it was a year ago.
(3) Measures for the rectification phase (June 11-30)
1. The Engineering Department conducts spot checks on the street lights in the park to ensure that the lighting rate of the street lights reaches above 95%;
2. The engineering department must ensure that more than half of the light bulbs on each floor are illuminated;
3. The cleaning department must strengthen cleaning and hygiene, and garbage must be cleaned up in a timely and efficient manner. The hygiene of common areas and floors should be improved directly for the owners.
4. The safety management department should improve the image of the job, increase fixed security posts in residential areas, and strictly control random parking at night; owners who violate the rules and regulations must be enforced.
5. Strengthen the supervision of the monitoring system maintenance unit Hansheng Company, promptly repair and replace the entire park monitoring, complete the elevator monitoring and restoration of existing monitoring in public * * * areas before the 25th, and ensure the integrity rate at other times Above the 20__ property community quality improvement plan;
6. Price quotation for maintenance of the main board of the access control system.
7. The engineering department must ensure the normal operation of water supply, power supply systems and elevators;
8. The customer service department strengthens the inspection work of property assistants and purchases fixed communication equipment and property assistants in various locations. Contact information of the floor;
9. The customer front desk should strengthen etiquette and courtesy training, and strictly master the standard terminology of gfd and front desk reception.
10. The front desk handles the owners’ complaints and requests for help in a timely manner, and calls the owners back to explain if they cannot be handled in time. If the owner applies for repairs at the front desk, be sure to issue a maintenance receipt to the owner and strengthen supervision of the owner. For general maintenance, a return visit will be completed within one week;
11. The greening department should ensure the cleanliness and hygiene of the green belt, as well as green pruning and planting maintenance.
12. Repair the fire protection system to ensure normal operation.
13. Repair the broadcast system, repair the fountain system, and add security posts.
(4) Inspection and acceptance stage (July 6)
1. The acceptance of special projects is organized by the property owners committee, with the participation of the building manager and the cooperation of property manager Liu.
2. Acceptance methods include on-site inspection, subsequent inquiries and owner return visits.
(5) Special topic summary stage (July 9)
1. Convene a summary meeting on "Improving the Quality of Basic Property Service Management".
2. Summarize the existing problems and solutions in this special work, and provide experience for future work.
Property Management Quality Improvement Plan 5
The quality of property services is not only related to the immediate interests of the owners, but also reflects the service level of the property service company, and is also related to the property services The future and destiny of the company. As a property service company and community project, we must serve the owners with a high sense of responsibility, provide them with a safe, clean, comfortable and warm environment, and win the owners' trust in the property service company. In order to meet the needs of owners/property users and improve the service quality of Junshan Garden Community Management Center. On the basis of the original property service work manual, job responsibilities and operation instructions, the management office has truly realized "We will work harder to make you more satisfied!" In view of the current situation of community property management services, Junshan Garden will be in 20__ Improve quality from the following four basic aspects:
First, strengthen employee training and continuously improve the overall quality of employees. Excellent employees are the guarantee for improving the quality of property services;
Property management is different from other industries. Sometimes the moral quality of employees is higher than the professional quality. Therefore, while training employees’ professional skills, we must also pay more attention to the cultivation of personal qualities. Conduct "professional ethics, etiquette and courtesy" training for every employee to cultivate their ability to communicate and cooperate with others. Having good affinity is a major advantage for good property management. Let every administrator pay attention to establishing a good relationship with the owners, actively and enthusiastically serve every owner in daily work, and make complaints to some people who do not know much about them.
Owners who complain about property management should take the initiative to communicate with them. Don't be afraid of your boss pointing out your shortcomings. Learn to thank your boss for his suggestions and give him opportunities for correction and improvement, so that your boss can gradually understand and trust the company.
Second, do a good job in handling the owners’ complaints. Instead of complaining to the owners, use the owners’ complaints as a resource to improve and improve property services;
The owners’ complaints are to the company The best gift ever. Why not face it calmly? For property management companies, only by carefully analyzing the opinions of owners, accepting criticism humbly, actively solving problems, and effectively improving service levels can they form stronger competitiveness and a higher reputation. Face various complaints from owners with a positive attitude, constantly reflect on yourself, regard owners' complaints as the most valuable resource, promptly discover deficiencies in management and services, improve services as much as possible, and promote continuous innovation and improvement in the quality of management services. In short, owners’ dissatisfaction is the direction for property management companies to improve their work.
The third is to cultivate ISO9001 quality management habits, with rules to follow and meticulousness;
Further strengthen employees' work habits of respecting documents and acting in accordance with documents, and ultimately all company rules and regulations and work procedures into the quality system. Through training, employees can develop the awareness to respect documents and use documents as work guides. An effective way to check the implementation of documents is to check whether the filling of quality records is standardized. To this end, we must persist in imposing severe penalties on the following behaviors for a long time to promote and strengthen these behaviors:
(1) The work is not completed;
(2) Although the work is completed, But the record was not filled in;
(3) Although the record was filled in, it was false;
(4) Although the record was filled in, the method of completing the work indicated in the record It is inconsistent with the requirements specified in the document;
⑤Although the working methods indicated in the record are the same as those specified in the document, they are incomplete and inaccurate;
⑥Although the record is comprehensive and accurate, However, the documents were not delivered and filed in a timely manner as required.
Only by discovering the above matters at any time and handling them in a timely manner can the authenticity, accuracy and effectiveness of quality records be guaranteed; only in this way can the records become a comprehensive, true and faithful reflection of the work facts; only in this way can the records become a comprehensive, true and faithful reflection of the work facts; In this way, quality records can become an important means of implementing documents; only in this way can employees develop the consciousness and habit of acting according to documents, respecting documents, and reverencing documents; through the supervision and inspection of quality management, methods and work links for measuring service quality, through monitoring And measure and discover all non-conforming items that violate document requirements, analyze their background, reasons and responsibilities of relevant personnel, then fully communicate with the other party to propose corrective and preventive measures, and track the implementation effects of corrective and preventive measures. In this way, monitoring and measurement are regarded as the first link in improvement work, and a cycle of improvement of discovering, solving, and preventing problems is realized. Only in this way can we thoroughly and continuously improve the quality of our services.
The fourth is to be honest and trustworthy, fulfill commitments, and abide by the property service contract. The specific plan is as follows:
Perform the agreement, abide by laws and regulations, and abide by market rules. To improve the quality of property management services, we must adhere to honesty and trustworthiness and keep our promises. When serving owners, we must first seek truth from facts, do what we preach, do whatever we want, and do whatever we want. Secondly, we must strengthen the concept of time, discipline, efficiency, and effectiveness, so that our work can be timely, accurate, enthusiastic, and thoughtful. Third, we must act in accordance with the law, act in accordance with the contract, abide by the property management service contract, and operate legally. "Sail against the current, if you don't advance, you will retreat." Today, with the booming development of the property management industry, it has brought more opportunities and challenges. How can we remain invincible in the fierce competition? Property service companies must take the road of improving service quality and building service brands. Brand is a comprehensive reflection of a property service company's comprehensive management, operating services, public reputation and other factors in the minds of owners and even the public. The Property Management Office regards brand promotion as the top priority in establishing the company's brand image.
A good understanding of customer satisfaction in advance is more conducive to understanding market demand.
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