What is the property management standard of ISO9002 and how can it be achieved?

Property management companies carry out and implement ISO9002 standards and obtain quality system certification, which not only

Improve the internal management of enterprises and ensure the service quality more reliably. However, in the property

In the management of this new service industry, there is no experience for the implementation of ISO9002 standard.

It is more difficult. The author combines the experience of enterprises in implementing standards, not superficial.

The characteristics and difficulties of establishing the quality system of property management enterprises, and the operation of the quality system.

Some problems that should be paid attention to are put forward from the perspective of technical operation in order to attract more attention.

Colleagues discuss with each other.

First, the characteristics of quality system documentation.

The format of quality manual prepared by property management enterprises is roughly the same as that of manufacturing industry, requiring coverage.

All required elements, quality architecture, procedures and various types of ISO9002 standard 19.

The job responsibilities of personnel and the management method of the manual are described in a procedural way, with the focus on one.

"Simple" space means simplicity.

The compilation of program documents is a difficult point, which can be said to be the main document in quality system certification.

There are two methods and formats for writing program files: one is based on the elements of quality system.

The document number can also correspond to each element number and describe the corresponding element.

Quality activities, which stipulate how enterprises can carry out activities to meet the needs of owners/households, so as to

And how to control and record. When writing, we should consider the factor transformation of industry characteristics, according to

According to the characteristics of the industry, the requirements of the quality system are appropriately tailored and the written procedures are planned. such as

In addition to the elements required by ISO9002 standard 19, the property management party can make it as required.

Case preparation procedures, property acceptance procedures, customer complaint handling procedures, etc.

The other is based on the operation process of property management. The file name and content of the program are direct.

Reflect the quality activities of the controlled link of property management, and require interspersed with relevant quality system elements.

In the procedure documents such as the signing procedure of entrusted property management contract, it corresponds to ISO9002.

Standard element 4.3 requires that the ISO9002 standard should correspond to the property occupation management procedure.

The requirements of 4.8, 4.9 and 4. 10 are corresponding in the owner/resident maintenance and installation service procedures.

Workbook is a major feature of quality system documents of property management enterprises. Write a work manual

It is to standardize the previous high-quality service activities according to standards and make their responsibilities more clear.

The link is clearer, the content is more specific, and the requirements are more accurate, which is by no means the previous quality service.

Rejection and reconstruction of commercial activities. At present, most certified property management companies focus on property.

The work guidance documents compiled by each link of the management service project are compiled into a book according to different processes, from

And formed such as "house and public * * * site management manual", "power supply and distribution equipment (facilities) tube.

Management manual, cleaning and greening management manual, safety work manual, etc.

As the work manual is a document executed by front-line employees, it should be compiled under the existing conditions.

Write what you can do, and you won't do it without writing. At the same time, we should pay attention to highlighting a "real" space.

Is to seek truth from facts.

Quality records are documents that provide objective evidence for completed quality activities or achieved quality effects.

The principle of "economy and practicality" should be considered when compiling, and the planning should be fully implemented.

Evaluation, but also review the necessity of each quality record. Format and content of quality records

It is difficult to make a unified model, but it should be standardized as much as possible to facilitate filling, statistics and

When analyzing and designing, we should consider the convenience of filling in and ensure that we can get what we need accurately under the existing conditions.

Quality information. For the quality record of the process, besides tables, it can also be represented by graphs.

A method of marking inspection results, such as floors.

(including fire control facilities) distribution map, parking space layout map, etc.

Second, the difficulties in the implementation of quality system

At present, certified property management companies basically adopt ISO9002 standard. For this standard,

How to transform 19 elements, enterprise ISO9000 implementation workers, consulting agencies, certification bodies.

Really put a lot of thought into it. As for the transformation of the following elements, the author believes that it is being implemented.

Difficulties:

1) contract review

The evaluation scope of property management companies is the same. The first level is all kinds of leasing (if the enterprise has this business scope) and

Tender or draft contract for providing property management services, owners' convention and business beyond the normal service scope.

Owner/tenant's service demand record.

Its content and form are complicated, and there are many ways to review contracts, such as authorizing people of different levels.

Member review, meeting confirmation, countersignature, etc. However, in internal audit, it is often found that the sales referred to in this element are consolidated.

Confused with the concept of purchase contract mentioned in point 4.6. So be clear about what needs.

Contract review, how to review.

2) Purchasing

In the implementation of procurement control procedures, property management companies generally use fixed-point methods to purchase materials.

That is, specify several markets (such as state-owned hardware stores) with relatively complete types of commonly used materials and good reputation.

Be included in the list of qualified suppliers as a material supply point. In the case of sporadic procurement, the procurement staff may not necessarily

"Go further and further" to purchase from qualified suppliers. So, how to ensure that the purchased materials can meet the requirements?

Requirements, how to avoid buying fake and shoddy products? There should be relevant provisions in the document.

In addition, the choice of subcontractors (plus cleaning companies, elevator maintenance units, etc. ) property management services and

During the review, the subcontractor files shall be established; Organize qualified subcontractors with a contract period of more than one year to enter the site every year.

Conduct an annual review; Regularly update the list of qualified suppliers/subcontractors and implement dynamic management.

Work cannot be ignored.

3) Product identification and traceability

The "O9002" standard points out in the product identification and traceability requirements in 4.8: "When necessary, the supplier shall establish and

Maintain written procedures. Therefore, property management companies do not need to form a special "product identification and"

Traceability procedures and control of product (goods/services) identification can be embodied in other corresponding service processes.

Such as warehouse management, maintenance area, building floors and some workplaces. , and require personnel at all levels.

Fill in all kinds of work records carefully to realize the effective traceability of services.

4) Process control

The "process" of process control elements in lSO9002 standard 4.9 does not refer to every process of quality system, but refers to straightness.

Then there are the production, installation and service processes that affect product quality. Process control is to ensure that the needs of owners/tenants are met.

And continuous improvement of service quality. Property management enterprises prepare "process control"

The control of five factors (man, machine, material, method and environment) that affect the process quality should be reflected in the program documents.

Commitment to reasonable fees in accordance with relevant government regulations, and regularly report to the owners' management committee. Respond to all kinds of accidents and emergencies

The processing method of a piece should also be specified in the document.

5) Inspection and testing

Incoming inspection in ISO9002 standard includes property acceptance and warehousing verification of materials purchased for providing services;

Process inspection is generally carried out by organizing regular inspection (or spot check) and daily inspection, and the person in charge of inspection can be designated as follows.

Regional head; The final inspection of the service industry should be done by the customer, so the property management company can issue it.

And collect the questionnaire, have a discussion with the owner/tenant, and understand the owner/tenant's opinions on water supply, power supply, safety,

Cleanliness, greening and other evaluation. , and expressed satisfaction with the service of management personnel, and can also participate in property management.

Assessment activities, to further confirm the service quality and level of enterprises through social evaluation.

6) Corrective and preventive measures

For service-oriented enterprises, managers should always implement the idea of "prevention first" to prevent problems before they happen.

Potential unqualified, how to according to the enterprise internal or external information (after the report, audit results, opinion survey records

Wait a minute. ) Analyze the causes of potential nonconformities and formulate corresponding preventive measures. The nonconformities that have occurred must be corrected.

Measures can generally be carried out in two steps: First, take active rectification measures at unqualified sites to meet the requirements.

Seeking the needs of the owners/tenants, including appeasing the complaints of the owners/tenants, striving for understanding and maintaining the reputation of the enterprise;

Secondly, the operation of the quality system is determined after the deep, systematic and relevant analysis and evaluation of the unqualified products.

Necessary, long-term and systematic corrective measures should be taken to prevent the recurrence of problems such as related services.

Further revise the service quality standards, train relevant personnel and improve relevant service facilities. It is worth noting here that

One thing is that although "the owners (tenants) are in court", it does not mean that all their demands are reasonable and they may be employed.

The requirements of the owners (tenants) for services exceed the service quality standards of enterprises, some of which may involve early development, construction and

If the problems in construction fail to meet these requirements, they cannot be judged as unqualified services. Of course, once this happens,

Managers must not shirk their responsibilities, but should explain patiently. These problems can be analyzed and studied as follows.

Whether the service quality standards can be revised and incorporated, and the quality system can be continuously improved.

7) service

This element in ISO9002 standard emphasizes after-sales service. Property management companies can realize this element through regular owners.

/Household opinion survey activities and return visits. For example, providing paid services (maintenance, installation

Wait a minute. Verify whether the quality requirements are met and whether the owner/tenant is satisfied with the service of the management personnel through the return visit. When you meet the master.

/residents complain, check the authenticity and reliability through a return visit, and then take corresponding treatment measures.

Three, the quality system operation stage should pay attention to the problem

1, "Say, do and record".

The implementation of documented quality system depends on the organic combination of documents and personnel skills and training, that is, the skills and training of documents and personnel.

Adaptability to training. The key basic principle to be followed in the operation stage is: "What should be said should be said, and what should be said should be done.

Record everything you do ",in short," say, do and record ".

2. No feedback when problems are found.

At the beginning of trial operation, people at all levels have a familiar process with the documents, and sometimes ignore the past for the problems found, resulting in

Not revised and supplemented in time. One solution is: at the beginning of trial operation, compare the file modification suggestion table with the

For each post, once problems are found, the team will fill in the form after preliminary discussion with the special representative of the standards implementation working group.

Timely feedback to the document preparation department or personnel, and then implement the document modification control procedure.

2, file modification process should be simple and feasible.

Many people think that once the document is formally formed, even if it is inappropriate, it should not be changed, and claim that it is done to maintain the document.

Serious. Actually, this is a misunderstanding. In fact, ISO9002 standard is not a rigid working mode, and the quality system only has

Its adaptability and effectiveness can only be maintained through repeated modifications and supplements in operation. A simple, orderly and easy-to-operate document

Personalized process can not only improve the enthusiasm of employees to put forward improvement suggestions for incorrect and inappropriate terms, but also ensure the correctness and usability of documents.

Effect to guide the actual operation.

4. Interface between files at all levels.

The relationship between all levels of quality system documents is that the superior documents are programmatic and instructive to the lower documents, and the lower documents are aligned.

Layer files are supportive and complementary, and the files should be consistent and coordinated on the interface.

5. Don't "grab your eyebrows and beard".

Enterprises need to do painstaking and meticulous work to establish a quality system that meets international standardization standards, but if they "scratch their eyebrows",

The effect will be counterproductive. If you do something you don't need to do, it will increase the quality cost of the enterprise; Ignoring what should be done will degrade the quality.

Not fully controlled; Paying attention to unimportant things and ignoring important things will destroy the coordination and effectiveness of the system;

Of course, the system divorced from reality can not achieve good operation, nor can it play its role.

6, should pay attention to handle two relations:

1) Relationship between quality system documents and enterprise rules and regulations.

Enterprise rules and regulations include both administrative and personnel aspects, as well as party-mass aspects; There are technical aspects. There are non-technical aspects. Mass body

Departmental documents can be called internal quality laws and regulations, and other laws and regulations can be called internal policies and regulations. Implementation and enforcement

?The rules and regulations related to quality activity should be directly connected with quality after being standardized according to ISO9002,

Supporting documents or operation instruction documents of the manual.

2) The relationship between quality system management and other professional management.

Enterprises establish a quality system that conforms to ISO9002 standards, and finally pass the quality certification. What they do is basically to solve the quality problem.

Problems, so always just around the axis of quality, so it can't replace professional management. Think that the quality system can be managed.

Everything, so everything can not be separated from ISO9002 when arranging deployment work, which is also a misunderstanding of ISO9002 standard. Only strengthen

Specialized management can make the operation of quality system smoother and more effective.