Article 1: 1. Seriously implement the ISO9000 family standardization work advocated by the Group, do a good job in daily work and improve the service quality of the company. This is very difficult for property management companies, which have a large jurisdiction and a large number of personnel, so if you want to find the shortcomings of property management companies, you can find them anytime and anywhere. Nevertheless, we are determined to do better and win glory for the school and the collective.
2. Rectify the ranks of cadres. The property management company is integrated from the original four centers, with a large number of employees. At the beginning of the company, cadres did not compete for posts. After nearly a year's work, some cadres are competent for this job, while others still lack the ability. After research and decision by company leaders, adjustments will be made at an appropriate time this year to improve the contingent of cadres and select high-quality and capable employees as grass-roots leaders.
3. Rational Planning Department. At the beginning of the company's establishment, after a period of operation, the planning of the department was not perfect, especially the work efficiency and service quality could not be improved. Based on the second point, we will further adjust the company departments and reasonably divide them into five departments, namely, student apartment management department, campus management department, building management department, security department and office.
4. Actively promote the transition from appropriation to payment. For property management companies, it is very important to change allocation into payment. Judging from the current school operation, the operation of property management companies is struggling. Especially now, there are unclear rights and responsibilities in student apartments, property buildings and school management departments of property companies, which brings some inconvenience to our work. For example, what is the definition of zero repair and the scope of maintenance? How to draw a line? There is no clear explanation yet. And our maintenance personnel, according to the instructions of the leaders, all the projects that have the ability to repair are repaired as soon as possible, regardless of whether they are within the scope of our company's authority. Such unclear maintenance of rights and responsibilities has brought great difficulties to our work, especially the lack of funds, which has put our work in a dilemma. Therefore, we must actively promote the transformation from appropriation to payment, so as to fulfill their respective responsibilities and obligations and completely avoid prevarication.
5. Staffing, creating posts, reducing staff and increasing efficiency. Considering the huge team of property management companies and the shortage of funds, the company is prepared to attract young and promising people to work as much as possible, and does not allow people who are not dedicated and love their jobs to occupy important positions, so as not to affect our service quality.
6. Train cadres and employees in a planned and step-by-step manner. Before last week, we had a week of training from level 5 positions to team leaders. After the training, each team leader wrote about 1500 words, which is generally considered necessary. It is precisely because the leaders of our company have seen this phenomenon, that is, when groups, schools, including companies reach the level of group leader or department manager under the task, it may cause stagnation. So that the following employees don't understand the spirit above, and the spirit above has not been fully conveyed to every employee. This will inevitably affect the improvement of the service quality of the whole group. Based on this consideration, we conducted the first round of training, and then we will promote the training in a planned and step-by-step manner, so that every employee may participate.
7. Mobilize the enthusiasm of all employees in the company and generate income through multiple channels. Of all the companies in the logistics group, our property management company has the lowest income-generating ability, because all the work is centered on the theme of service, and it is difficult to generate income. However, although it is difficult, we must try our best to create income. If you can earn a dollar, you will never earn a dime. Try your best to do a good job of income generation. The specific measures we envisage are:
(1) Conduct domestic business. A large number of property companies are cleaners and many cadres have such practical experience. Starting from the sanitation in housekeeping is more in line with the current reality of our company and is also a starting point for income generation.
(2) Fixed-point, fixed-point and quantitative cleaning of office buildings, teaching buildings and teachers' offices. In order to let teachers have more time to work and study, we are willing to solve these complicated things for teachers.
(4) undertake small-scale greening projects. We are unable to undertake large-scale projects for the time being. Due to objective reasons, we can only reach an agreement with the Logistics Management Office to undertake small-scale greening within our capabilities.
(5) Strengthen and increase paid services for students. At present, there are two kinds of paid services for students by property companies, one is automatic coin-operated washing machine; The other is to install pure water dispensers in student apartments to provide paid drinking water. This not only facilitates students' daily life, but also generates income for the company. In addition, the leading group of our company has put our heads together and worked hard to serve students, achieving a double harvest of social and economic benefits.
extreme
First, environmental greening.
Plant management, newly bred nearly ten cycads. Please take good care of the children and don't trample on them.
Prune the trees in this area.
Second, the environment is clean.
Do a good job in environmental sanitation and regularly kill rats, ants, flies, cockroaches and mosquitoes.
The garbage collection time in the community is before noon 12: 00. Please ask the host to leave the garbage outside the door so that we can send someone to collect it. Don't leave it outside other neighbors' doors. We will announce the room numbers of residents who do not meet the requirements of the community and report to the relevant departments.
Third, safety.
The original 24-hour service telephone number of doorposts: 262 1909 was changed from 20XX March 1 to 2611833;
Residents invite guests from the community and the installation and construction unit, and we residents must inform the room number, which is of great help to the property safety and order personnel to carry out their work;
Through renting houses on behalf of others, the management office has done a good job in registering floating population. Compared with the same period of last year, the rent of three rooms has increased by 200 ~ 300 yuan, about 65,438+0.500 yuan, and the rent of two rooms has increased by 250 ~ 300 yuan, about 65,438+0 yuan, up by more than 200 yuan, about 750 yuan. Please find a property for rent, and you will be satisfied! Tel: 3058970 (Xiao Mo);
Strict access management, please go to the management office of the property management company to handle the access form in advance from Monday to Friday (8: 00 18: 00) and Saturday to Sunday (9: 00 16: 00), and do not bring anything at night;
Adjust the sidewalks, single lanes and automobile lanes at the entrance of the gate to create conditions for pedestrians and driving safety;
Fireworks management: increase publicity to reduce the impact of fireworks on people, money and things;
There are more and more dog owners in the community, and it is hoped that residents will be self-disciplined and self-loving; Keep a dog in a civilized way and don't disturb your neighbors. Be sure to use a rope when you go out and get vaccinated regularly. Avoid neighbor disputes. Unattended dogs are generally regarded as ownerless dogs, and residents should report to the competent authorities or government departments through the orderly and housing manager in the community. 1 10.
Fourth, public order.
Collect registered mail, express mail and parcels, and notify the residents one by one.
The gatepost provides residents with bus routes and convenient telephone inquiries. Ordinary letters have been classified and stored for residents' use, so please ask the owner to make inquiries at home.
For the order management within the community, we advocate that the interests of different groups need to be harmonious. In the near future, the isolation of the pedestrian passage in the community is mainly to ensure that the old, the weak, the sick and the young can walk easily, avoid being disturbed by vehicles, and let people feel slow when entering the community, relax and enjoy the convenience of the software and hardware of the community. I hope everyone can give tolerance and understanding to these vulnerable groups.
In order to avoid the loss of electric cars and motorcycles, we require motorcycles, electric cars and bicycles to be parked in the garage as much as possible. 24-hour garage permit, insufficient parking 1 hour free. We hope the residents can cooperate.
In summer, several mobile clothes hangers will be added to the residents of the community to reduce the occupation of the central garden.
Verb (abbreviation of verb) maintenance
We are organizing managers to carry out on-site maintenance service business training, and will serve residents better and faster in 20XX.
Cultural propaganda of intransitive verbs
We will post some rental information \ safety tips \ community notices on the back of the property fee notice in the future;
Issue property contact cards to residents, add service quality management mailboxes, and open various channels to interact with residents. Please add a resident group and set up online tips for Jiajia Property to facilitate our timely communication;
Jointly show open-air movies with the community and issue tickets for the elderly;
Establish owners' health records and measure blood pressure and weight for elderly owners free of charge;
Mobilize residents to give love, let love pass, and let warmth gather;
Please contact us to do business related to literature, photography, sports, food, tourism, housekeeping and life service.
Add two public welfare publicity columns (villas) to master the climate law through the daily updated weather forecast, to be caring and attentive to residents and provide scientific basis for property management;
Adjust the position of the notice board on the grass in the community, constantly update the civilized slogan according to the dynamics of the community, keep pace with the times, and create a civilized environment;
Provide a commodity exchange column for residents, bring your idle commodities here and post them here, experience the happiness of sharing, and make more friends through commodity exchange;
Festival decorations and community activities add luster to the community.
Seven. others
Pipeline natural gas installation to meet the actual needs of the owner;
Pay the service fees of water, electricity and cable TV on behalf of residents, so as not to let them travel by boat;
It is planned to provide residents with online information inquiry, newspaper reading, sending and receiving faxes, copying and other services.
Tisso
I. Security management
1), do a good job of public security management in the community and maintain good public security order.
2), learning rules and regulations and job responsibilities, especially the training of new employees. Continue to do a good job in the security of the community, ensure the normal order of the community, and provide a safe, comfortable and elegant living environment for the owners. Ensure that the community has no criminal cases for six years.
3) Strengthen the construction of internal strength echelon of the department and strive to cultivate the backbone.
4), do a good job of fire safety in the community, and strive to have no fire safety accidents throughout the year.
5) Strengthen military training and improve the overall military quality of department employees in 20XX.
6) Take the performance appraisal indicators as the standard, implement the target management responsibility system, and clarify the work responsibilities of security departments at all levels, and the responsibility lies with people. Through inspection and assessment, we can truly reward the diligent and punish the lazy, improve the enthusiasm of employees and promote the effective completion of the work.
Second, the engineering maintenance management
1) Manage, repair and maintain the operation of electricity, water supply and drainage, fire control, intercom monitoring and public facilities in the whole community to ensure the normal work of various equipment and facilities in the community.
2. Strengthen the supervision and management of decoration households.
3. Provide paid services for the owners.
Third, the management of environmental sanitation.
1) In terms of environmental sanitation, according to the actual situation of the community, it is mainly necessary to strengthen the salvage of leaves and moss for river cleaning. Make sure the river is clear and transparent.
2) Require the cleaning department to formulate a strict work plan, and supervise and inspect the cleaning work in combination with the cleaning work procedures and assessment methods. Continue to carry out the management of fixed-point stacking and centralized removal of decoration garbage bags, strengthen the sanitary inspection of the community, and ensure that the community is clean and beautiful.
3) Require the cleaning department to comply with the requirements of the developer.
Fourth, customer service management.
1) continuously strengthen the level and quality of customer service, and the owner's satisfaction rate reaches about 95%.
2) Further improve the level of property charges to ensure that the charging rate reaches about 96%.
3) Work closely with all departments to properly handle the disputes, opinions and suggestions of the owner in a timely manner.
4) Improve the customer service system and process, and basically realize institutionalized management.
5) Strengthen departmental training to ensure that the professional level of customer service personnel has been significantly improved.
According to the company's training policy, formulate the customer service management training work plan to improve service awareness and business level. Carry out targeted quality education for employees to promote their love and dedication. Repeatedly strengthen the training of employees from the aspects of service awareness, etiquette, business knowledge, coping ability, communication ability and self-discipline. , and check and implement in practical work, in order to improve the management service level and service quality, and improve the overall quality of employees.
Fifth, improve the daily management of the management office, carry out convenience work, improve the satisfaction of the owners, standardize the daily work with the system, improve the community security, transportation, greening, public facilities and equipment maintenance, satisfy the owners, vigorously carry out paid services such as housekeeping service, garden maintenance, water and electricity maintenance, and increase the diversified operating income of the management office while providing quality services for the owners.
Six, according to the company's annual plan, to create a civilized and harmonious community.
According to the company's annual management work plan, the focus of work in 20XX years is to continue to pay special attention to property safety management, strengthen service awareness, standardize service standards, strictly implement laws and regulations formulated by municipal departments and various normative systems formulated by the company, and rectify and improve them item by item. According to the daily work assessment standards in the performance appraisal system, organize the training and study of employees in various departments and clarify the job requirements. Draw up the feasibility plan for the owner's vehicles to be parked in place as required. Cooperate with the development of various sales activities of developers and organize relevant departments to make preparations.
In 20XX, Shu Ming Property Management Office of Yindu will take a pragmatic attitude towards property service, take the first-class property management level of Donghu Property Management Company and the overall working policy of the company as the direction, focus on the key work of developers, complete various tasks and assessment indicators with good quality and quantity, serve the owners wholeheartedly, and achieve good results in improving service quality.
Article 4
The first is to fully implement standardized management.
Revise the work manuals of all departments on the original basis, standardize the work flow, strictly follow the work system, strengthen the implementation of the system, and make the management work evidence-based. And standardize management, improve all kinds of files, focus on standardized form records, so as to be comprehensive, detailed and well documented.
Two, the implementation of performance appraisal, improve service quality.
On the basis of performance appraisal indicators, the target management responsibility system is implemented, and the responsibilities at all levels are clearly defined, and the responsibility lies with people. Through inspection and assessment, we can truly reward the diligent and punish the lazy, so as to improve the enthusiasm of employees and promote the effective completion of the work.
Third, strengthen the training and assessment system.
According to the company's training policy, make a training plan to improve service awareness and business level. Carry out post quality education in a targeted manner, and promote the improvement of employees' comprehensive quality such as love and dedication to their posts and service awareness. We will strengthen the training of employees from the aspects of service consciousness, etiquette, business knowledge, coping ability, communication ability and self-discipline ability, and check and implement it in practical work, so as to improve the management service level and service quality, improve the overall quality of employees and reserve human resources for the company's development.
Fourth, establish a strict security system in combination with the actual situation of the community.
Starting with the system norms, the responsibility lies with people, and the supervision and implementation are standardized. Combined with performance appraisal, strengthen team building, increase the publicity of residents' safety knowledge, and open up the situation of joint defense.
Five, improve daily management, carry out convenience work, improve household satisfaction.
Standardize daily work management by system, improve the maintenance of residential buildings, fire protection and public facilities and equipment, satisfy residents, vigorously carry out paid services such as housekeeping, garden maintenance and water and electricity maintenance, and provide quality services for owners.
Six, according to the company's annual master plan, to carry out community cultural activities, to create a harmonious community.
According to the annual work plan, the focus of the recent work is:
1, in accordance with the system specifications such as Equipment/Facilities Management System, Elevator Safety Management Regulations and Work Plan Management System issued by the operation center, it will be strictly implemented, rectified and improved item by item, and put in place according to the implementation date.
2, according to the performance appraisal system in the daily work assessment standards to organize staff training and learning, clear job requirements.
3. Draw up a feasible scheme for charging temporary parking of vehicles.
4. Cooperate with the development of community cultural activities such as the warm community life silhouette of the operation center, and organize relevant departments to make preparations.
5, according to the department plan to complete the training work of the month.
In the year of 20XX, Yuyuan District will take a pragmatic working attitude, take the company's overall working policy as the guide, complete all work tasks and assessment indicators with good quality and quantity, and achieve good results in the year of improving service quality.