Outline of Property Manager Qualification Examination

Chapter I Establishment and Organization of Property Management Enterprises

(A) the purpose of the exam

The purpose of this part of the exam is to test the candidates' ability to master and comprehensively apply the knowledge of the types, characteristics, establishment procedures, internal organizations and related laws and regulations of property management enterprises.

(B) the basic requirements of the examination

Master: the establishment procedures, organizations and functions of property management enterprises.

Familiar with: the main characteristics, organizational structure and qualification management system of property management enterprises.

Understand: the main types of property management enterprises, the requirements of organizational structure design of property management enterprises and the main influencing factors.

(3) Key points

1. Types and characteristics of property management enterprises

2. Common modes of property management enterprises

3. Procedures for the establishment of property management enterprises

(1) industrial and commercial registration registration

(2) Qualification management

4. Organizational forms and institutional settings of property management enterprises

(1) Organizational form of property management enterprises

(2) Influencing factors of organizational structure of property management enterprises.

(3) Organizational requirements of the property management enterprise

(four) the functions and responsibilities of the property management enterprise.

Chapter II Bidding for Property Management

(A) the purpose of the exam

The purpose of this part of the exam is to test the examinee's mastery and comprehensive application ability of laws and regulations related to property management bidding, the contents, steps and requirements of property management bidding, and the preparation of property management plan.

(B) the basic requirements of the examination

Master: laws and regulations related to property management bidding, the contents, steps and requirements of property management bidding, and the preparation of property management bidding documents and plans.

Familiar with: the conditions and procedures of property management bidding, bidding strategies and skills.

Understand: the basic requirements and principles of property management bidding.

(3) Key points

1. property management bidding and its characteristics

2. Principles and requirements of property management bidding

3. Planning and implementation of property management bidding

4. Types of property management bidding

5. Property management bidding method

6. Contents of property management bidding

7. Conditions and procedures for property management bidding

8. Bidding conditions for property management

9. Property management bidding procedures

10. Strategies and skills of property management bidding

1 1. Formulate the property management plan.

(1) General procedure for making property management plan

(2) Requirements for formulating property management plans

(3) The basic content of the property management plan.

(4) Key points and methods of making property management plan.

Chapter III Property Management Contract

(A) the purpose of the exam

This part tests the examinee's ability to master and comprehensively use the main contents of the previous property service contract and the property service contract, as well as the relevant knowledge such as the conclusion, performance and termination of the contract.

(B) the basic requirements of the examination

Master: the main contents and differences between the previous property service contract and the property service contract.

Familiar with: matters needing attention in signing the preliminary realty service contract and realty service contract, the formulation and publicity of the owners' convention and the temporary owners' convention.

Understanding: contract offer and acceptance, basic principles of contract signing, elements of effective contract, and other property management contracts.

(3) Key points

1. Contract related knowledge

2. Pre-property service contract

(1) Pre-property service contract and its main contents

(2) Matters needing attention in signing the prophase realty service contract

3. Property service contract

(1) Main differences between property service contracts and previous property service contracts

(2) Termination of the realty service contract

4. Owners' Convention and Temporary Owners' Convention

5. Other contracts related to property management.

Chapter IV Early Intervention and Early Management

(A) the purpose of the exam

The purpose of this part of the exam is to test the candidates' mastery of laws and knowledge related to pre-intervention and pre-management of property management and their comprehensive application ability in practical operation.

(B) the basic requirements of the examination

Master: laws and regulations related to early intervention and early management of property management, main contents of practical operation, and differences between early intervention and early management.

Familiarity: the role of early intervention and the characteristics of early management.

Understanding: the necessity of early intervention, the methods and key points of early intervention at various stages.

(3) Key points

1. Relevant laws and regulations on early intervention and early management of property management

2. Early intervention of property management

(1) The necessity of early intervention

(2) the role of early intervention

(3) the content of early intervention

3. Pre-management of property management

(1) Main contents of early management and operation of property projects

(2) Project quality warranty of property engineering

(3) communication and coordination of early property management.

Chapter V Property Acceptance

(A) the purpose of the exam

The purpose of this part of the examination is to test candidates' mastery and comprehensive application ability of relevant laws and regulations on property inspection, as well as the contents and methods of property inspection operation.

(B) the basic requirements of the examination

Master: relevant laws and regulations, main contents and basic methods of property inspection; The difference between undertaking inspection of newly-built property and undertaking inspection when the property management organization changes.

Familiar with: the main contents of property handover, the handling of problems found in inspection and the handover of property management.

Understanding: preparation for property acceptance and matters needing attention in property handover.

(3) Key points

1. Laws and regulations related to property inspection.

2. Check the newly-built property.

(1) The new property undertakes the preparation for inspection.

(2) the main contents of the new property inspection.

(3) New property acceptance inspection method

(4) Handling of problems found in property acceptance

3 to undertake the inspection of the change of property management institutions.

(1) When the property management organization changes, the new property management enterprise shall implement the preconditions for undertaking property inspection.

(2) Preparation for property inspection when the property management organization changes.

(3) The basic content of property inspection when the property management institution changes.

4. Transfer of property management.

(1) handover of new property

(2) Transfer of property management when the property management organization changes.

(3) Matters needing attention in property management handover when the property management organization changes.

Chapter VI Property Use and Decoration Management

(A) the purpose of the exam

The purpose of this part of the exam is to test the examinee's mastery of legal knowledge related to property use and decoration management, as well as the comprehensive ability of property management practice such as content, method and process of property use and decoration management.

(B) the basic requirements of the examination

Master: laws and regulations related to property occupancy and decoration; Property occupancy operation procedures, property occupancy service management contents, property decoration management contents, and responsibilities of all parties in property decoration.

(3) Key points

1. Property occupancy preparation

2. Management of service contents such as property occupancy process and procedures, fee payment, house inspection, key distribution and data archiving.

3. Property decoration management process

4. Property decoration management content

5. Responsibility of all parties in property decoration.

Chapter VII Management of Houses, Equipment and Facilities

(A) the purpose of the exam

The purpose of this part of the exam is to test the candidates' basic contents, methods and key points of housing and equipment management, the formulation and implementation of relevant plans and systems, and the mastery and comprehensive application ability of other property management knowledge and relevant laws and regulations.

(B) the basic requirements of the examination

Master: the contents, methods and key points of house and equipment management, the formulation and implementation of maintenance plan and the implementation of equipment operation management.

Familiar with: the types and functions of houses, equipment and facilities, the formulation method of maintenance plan, the contents and requirements of equipment and facilities operation management, the formulation and implementation of relevant management systems, outsourcing control, and the management of several typical equipment.

Understand: the objectives of housing and equipment management, energy-saving management of equipment and facilities, and relevant laws and regulations of housing and equipment management.

(3) Key points

1. House type

2. Components of the house

3. Basic requirements for the management of houses, equipment and facilities

4. Contents of the management of houses, equipment and facilities

5. Management methods of houses, equipment and facilities

6. Make maintenance plans for houses, equipment and facilities.

7. Implementation of the maintenance plan for houses, equipment and facilities.

8. Operation and management of shared equipment and facilities

9. Outsourcing control of maintenance and management projects of houses and shared equipment and facilities

10. Management contents of typical equipment and facilities such as power distribution system, water supply and drainage system, fire fighting system, elevator system and air conditioning system.

1 1. Matters needing attention in the management of typical equipment and facilities

Chapter VIII Property Environmental Management

(A) the purpose of the exam

The purpose of this part of the exam is to test the candidates' mastery and comprehensive application ability of property environmental management knowledge such as property cleaning, greening, sanitation and pest management.

(B) the basic requirements of the examination

Master: the contents of property cleaning and greening management, the basic standards and inspection methods of property cleaning, and the standards and inspection methods of greening maintenance.

Familiar with: the basic system and requirements of cleaning and greening management.

Understand: the basic methods of property cleaning and greening, the basic contents and methods of property sanitation and insect prevention.

(3) Key points

1. Property cleaning and hygiene management

(1) Basic contents of property sanitation service

(2) the basic operation method of property cleaning

(3) Daily management methods of property cleaning service

2. Property termites and sanitary pests control

(1) termite control method

(2) Prevention and control of other pests

3. Property greening management

(1) Basic contents of property greening management

(2) Greening management requirements of each property

(3) methods of daily greening management of property

Chapter IX Public Security Management Services

(A) the purpose of the exam

The purpose of this part of the exam is to test the candidates' mastery and comprehensive application ability of public order management service knowledge such as property public safety, public security prevention, fire management, vehicle management and related laws and regulations.

(B) the basic requirements of the examination

Master: the contents and requirements of property public safety, public security preventive measures, contents and methods of fire inspection, formulation of fire safety scheme, methods and requirements of vehicle management.

Familiar with: the content and inspection method of property security service, the construction of voluntary fire brigade, the safety management of hot work and the matters needing attention in vehicle management.

Understand: the formulation of fire protection system, the equipment, use and maintenance of fire fighting equipment, and the relevant laws and regulations on public security management.

(3) Key points

1. Property public safety prevention management service

(1) Safety precautions for property management

(2) Inspection method of property management safety precautions

(3) Security precautions in property management

2. Property fire management

3. Property vehicle parking management

(1) Vehicle management methods and requirements

(2) Matters needing attention in vehicle management

4. Laws and regulations on public security management

Chapter X Risk Prevention and Emergency Response of Property Management

(A) the purpose of the exam

The purpose of this part of the exam is to test the candidates' knowledge of property management risks and their prevention, typical emergency handling, as well as the knowledge of laws and regulations and comprehensive application ability related to property management risk prevention and emergency handling.

(B) the basic requirements of the examination

Master: laws and regulations related to property management, prevent and deal with emergencies; The content of property management risks and the handling of typical emergencies.

Familiar with: measures to prevent risks in property management, requirements for handling emergencies and procedures for handling emergencies.

Understand: the characteristics of property management risks and the types of emergencies.

(3) Key points

1. Knowledge of risks and property management risks.

2. The content of property management risks

(1) Risk of early intervention

(2) the risk of early property management

(3) Risks of daily property management

3. Property management risk prevention measures

4. Definition of property management emergencies

5. Handling of property management emergencies

6. Typical emergencies such as fire, gas leakage, elevator failure, noise intrusion, power failure, water leakage, falling objects, traffic accident handling, criminal cases and typhoon attacks.

Chapter II XI Financial Management

(A) the purpose of the exam

This part aims to test candidates' ability to master and comprehensively apply financial management of property management enterprises, financial management of property management projects, calculation and compilation of salary system, contract responsibility system and property service fees, special maintenance bonus for houses and related laws and regulations.

(B) the basic requirements of the examination

Master: the operating income, cost, tax, profit and cost (expenditure) composition of property management enterprises.

Familiar with: the financial management of property management projects, the content of salary system and contract system, the main points and methods of property service fee accounting, the function, source and management of special maintenance bonus for houses.

Understanding: Financial characteristics of reward system and contract system.

(3) Key points

1. Financial management of property management enterprises

(1) Main business and other business income of property management enterprises

(2) Costs and taxes of property management enterprises

(3) Profits of property management companies

2. Financial management of property management projects

3. Calculation and compilation of property management fee system, contract responsibility system and property service fee.

(1) Contents and characteristics of reward system and contract system

(2) Property service cost or property service expenditure

(3) Basis for compiling property service fee

(4) the accounting method of property service fee

4. The function, source and management of housing special maintenance bonus.

Chapter XII Property Management Archives Management

(A) the purpose of the exam

The purpose of this part of the exam is to test the candidates' ability to master and comprehensively apply the related theories and technologies such as the classification, collection, retrieval, utilization and preservation of property management files, as well as the content and management of property management edible files.

(B) the basic requirements of the examination

Master: the collection, arrangement and utilization of property management files, the content and management of property management credit files.

Familiar with: the retrieval and preservation of property management files.

Understand: the classification of property management files and other related knowledge.

(3) Key points

1. Collection and arrangement of property management files

(1) Collection and arrangement of archives during property acceptance

(2) Collection and arrangement of archives during the use of the property.

2. Retrieval, utilization and preservation of property management files

(1) Retrieval and Utilization of Ordinary Paper Media Archives

(2) Retrieval and utilization of electronic media files

3. Credit files of property management enterprises

(1) Function and scope of credit files of property management enterprises

(2) The goal of establishing credit files of property management enterprises.

(3) Collection of credit records of property management enterprises.

(4) Handling complaints about credit files of property management enterprises.

Chapter XIII Human Resource Management

(A) the purpose of the exam

The purpose of this part of the exam is to test candidates' ability to master and comprehensively apply relevant knowledge of property management enterprises, such as recruitment and dismissal, training and management, employee salary management, employee assessment, rewards and punishments, etc.

(B) the basic requirements of the examination

Proficient: organization and practice of employee recruitment, organization and implementation of training management.

Familiar with: the formulation of employee recruitment plan, employee dismissal, the classification and content of training, the content of employee compensation management, employee assessment and rewards and punishments.

Understand: the annual training plan of employees and the system design of employee salary management.

(3) Key points

1. Employee recruitment and dismissal

(1) Make employee recruitment plan.

(2) Organization and implementation of employee recruitment

(3) dismissing employees

2. Staff training and management

(1) Establishment of training system

(2) Classification of training

(3) the content of training

(4) Annual training plan

(5) Organization and implementation of training

3. Management of employees' new salary

4. Staff assessment and rewards and punishments

Chapter XIV Customer Management

(A) the purpose of the exam

The purpose of this part of the exam is to test the examinee's ability to master and comprehensively apply the knowledge of property management customer communication, complaint handling and customer satisfaction survey.

(B) the basic requirements of the examination

Master: methods and management of customer communication, procedures and methods of handling complaints, and implementation steps of customer satisfaction survey.

Familiarity: preparation and precautions of customer communication, contents and methods of complaint handling, basic principles and methods of customer satisfaction survey.

(3) Key points

1. Contents of customer communication

(1) Communicate with the construction unit on issues such as early intervention, undertaking inspection and property transfer.

(2) communicate and exchange with government administrative and business departments and neighborhood committees in the aspects of legal and regulatory supervision and administrative management services.

(3) Business communication with municipal public utilities, professional service companies and other relevant units and individuals.

(4) Communicate with the owners' congress and owners' committee on property management.

(5) Communication with owners and property users

2. Customer communication methods

3. Customer communication management

4. Handling of customer complaints

(1) Contents of customer complaints

(2) the way of customer complaints

(3) Procedures for handling customer complaints

(4) Customer complaint handling methods

5. Customer satisfaction survey

(1) Customer Satisfaction and Measurement Methods

(2) Implementation steps of customer satisfaction survey

Chapter XV Application Documents for Property Management

(A) the purpose of the exam

The purpose of this part of the exam is to test the candidates' mastery and comprehensive application ability of the types and writing essentials of property management application documents.

(B) the basic requirements of the examination

Mastering: Common types and writing essentials of property management application documents.

Familiar with: writing essentials of property management administrative documents, business documents, system documents and etiquette documents.

Understanding: the basic knowledge of application documents, the role of application documents in property management, the types, formats and writing requirements of other daily documents in property management process, and the differences between administrative documents and other documents.

(3) Key points

1. Relevant knowledge of application documents

2. Types of application documents for property management

(1) administrative document

(2) Business documents

(3) Institutional documents

(4) Etiquette documents