Today, I went to interview the property customer service, and the exam question given by the examiner was a property management plan book; If you have a model essay or a friend who can write, please t

Today, I went to interview the property customer service, and the exam question given by the examiner was a property management plan book; If you have a model essay or a friend who can write, please tell me. Thank you! I found a copy for you. You can use it instead.

On the occasion of resigning the old year and welcoming the new year, the property management company, on the basis of reviewing the work in 2005, summed up the experience and found out the shortcomings, actively cooperated with the Group's strategic policy with a more pragmatic attitude, refined management, tapped the potential internally, demanded benefits from management, made stricter requirements, strengthened training, bravely faced the shortcomings, United as one, strengthened the overall situation consciousness, responsibility consciousness and cooperation consciousness, and worked hard to complete the work with one heart and one mind. We will continue to carry forward the spirit of love and dedication, and do our best for the rapid development of the company.

"The Art of War" said: "There is nothing more valuable between heaven and earth than people." Employees are the foundation of an enterprise, and the quality of employees is the basis of quality service. We will take the training of a professional, efficient and rigorous management service team as the basic strategy of property internal management in 2006, implement the policy of strict management and kindness to employees, carry out a series of training plans and performance appraisal, carry forward corporate culture, strengthen brand awareness and improve the cohesion and centripetal force of the team.

I. Personnel management

The goal of personnel management:

The turnover rate of personnel in that month was less than 5%.

The coverage rate of personnel training reaches 100%.

The recruitment rate reached 98%.

Employees' life satisfaction reached 90%

1. Team building lies in institutionalized management. The first task of the personnel administration department every year is to improve the management system, refine the post responsibility system, fully unify the responsibilities and rights, and put them in place. Implement a matching performance appraisal system to mobilize the enthusiasm of employees. Performance comes from execution, and execution comes from details. The personnel department plans to take the security department as a pilot, put forward the specific job responsibilities of each post, implement a new performance appraisal system, mobilize the enthusiasm of employees, enable employees to continuously strengthen their self-management ability, clarify work standards, improve their motivation for self-improvement and gradually promote it. Each post adopts performance management, strives for comprehensive coverage in March, and improves the overall service level and team execution. On the basis of effective performance appraisal system and post responsibility system, the personnel administration department will strengthen supervision and conduct planned patrol management on the operation and implementation of posts. Find problems in time and improve them in time.

2. The personnel administration department will focus on improving the quality of employees, formulate targeted training plans, combine business knowledge training with enterprise spirit, adhere to positive indoctrination, strengthen concepts, enhance employees' sense of responsibility and professionalism, and cultivate pioneering spirit. Require employees to truly "100% owner first" in their work. Take enterprise spirit and purpose as the basis of unifying employees' will, reporting work and unified action. In the process of personnel management, we should adopt the principle of survival of the fittest, strictly control the employees who join or become full members according to the standards, and gradually improve the quality of employees, thus improving the overall quality of the team.

3. While improving management requirements, pay more attention to employees' life, pay attention to employees' needs, strengthen the management of employees' dormitories and canteens, and organize corresponding employee birthday activities and team activities. Pay attention to improving employee welfare, strengthen communication with employees, listen to employees' opinions through various channels, and make timely improvements.

4. Benefit is the ultimate goal of the enterprise. Through the implementation of the post responsibility system, the personnel administration department will re-examine the staffing situation of each department and post to avoid overstaffing, and strictly control the personnel cost with the goal of establishing a lean and efficient service team.

5. Administratively, on the premise of meeting the needs of business departments to carry out their work, actively strengthen communication and coordination with various departments. Modify the existing working procedures to make them more standardized and standardized. Complete the material procurement in time, strictly manage the control process of material procurement and use, attach importance to the management of the company's assets, warehouses and vehicles, plug loopholes, and do a good job to ensure that the company's property and interests are not lost.

Second, the customer service center

Property management is service-oriented, and the customer service center is the service window of the whole property company. To this end, the service center will put service first, adhere to the service tenet of "people-oriented", standardize management, pursue innovation and serve sincerely. Constantly improve the value of Jiangnan aristocratic family real estate, so that the real estate can play its maximum use efficiency.

Working ideas:

Emphasis on cost control awareness and cost management procedures;

Emphasize the effective operation and service process of the team;

Emphasize the standardization of public services and the personalization of special services;

Emphasize the "people-oriented" service concept and humanized service;

Committed to establishing a harmonious community with good communication with the owners.

Target setting:

The comprehensive customer satisfaction rate is not less than 90%;

Comprehensive and timely service rate is not less than 85%;

Business skills training100%;

The integrity rate of community greening is not less than 90%;

The green coverage rate is not less than 60%;

The management rate of the first phase will gradually reach 70%;

The second-stage charging rate reaches 90%;

The daily removal rate of domestic garbage is&100%; n

bsp 100%;

Work focus:

According to the review and reflection on the work in 2005, in 2006, we will devote ourselves to strengthening standardized management, coordinating communication, paying close attention to implementation, improving the efficiency of management services and creating a harmonious living environment.

(1) Develop and improve the work manual so that employees can operate it after opening it, such as management rules and regulations, operating procedures, etc. Make every employee understand the working rules and familiar with the management procedures, so as to standardize himself and serve the business households. And regular business, skills, service awareness and other aspects of training. Through continuous intensive learning, the level of service center staff is continuously improved. Lead a team of employees with excellent business and strong service consciousness as soon as possible. Strictly check the employees who enter the service center, conduct regular assessment and appraisal, and resolutely replace incompetent employees.

(2) Environmental management in residential areas is extremely important. How to create a good and comfortable living environment for business households is a problem that we attach great importance to. Past management experience tells us that the responsibility of cleaning work lies with people, and only when supervision, inspection and training are in place can we give full play to everyone's potential and do a good job in daily cleaning work. Actively promote environmental awareness, so that the environmental sanitation of the community can reach the best state.

(3) According to the present situation of repossession, strengthen the supervision of engineering maintenance and actively coordinate all departments to complete the repossession task.

(4) In view of the low collection rate of property management fees, due to many comprehensive factors, we will communicate with business owners through regular community recreational activities, regular home visits, questionnaires and other channels to listen to their opinions. Accept reasonable requirements and opinions, take effective measures to carry out corresponding rectification, and improve management quality; For those who exceed the requirements of management standards, patiently explain to the owners according to the national and relevant regulations, strengthen the policy propaganda of the property management industry, change the previous inherent concepts, and strive for the understanding of the owners. For operators who refuse to pay management fees after being explained, they will be solved through legal channels to make the management work go smoothly.

(5) Strengthen the construction of community culture, establish good communication with the owners and build a harmonious community.

(6) Assist in the establishment of the preparatory group of the owners' committee, and implement the autonomy and management of the owners.

Third, the engineering maintenance

Fourth, the security sector.

Summing up and analyzing the work situation in 2005, the Security Department continued to focus on strengthening the weak, paying close attention to implementation, and doing a good job in team building on the premise of safety and service. Combined with the company's development needs and management direction, do a good job in the comprehensive security of the community, ensure the safety of people, money and materials, cooperate with customer service, strengthen the inspection of the community and improve the overall management level.

career objective

The comprehensive satisfaction of guests and the company is 95%;

The accident rate of management responsibility without cause is 0;

Pre-job training rate of new employees100%;

The rectification rate of unqualified items100%;

Employee turnover rate ≤20% (excluding abnormal turnover rate);

The rapid response rate of emergencies is 98%;

Abnormal complaint rate is less than 2%.

1, do a good job in the implementation of the "100-day safety accident-free appraisal activity" plan (2005 1 1 until February 8, 2006),

And fully cooperate with the second-phase sales and repossession of the water villa and the takeover of related work matters of this department, and at the same time comprehensively do a good job in the service and management of the second-phase work, and establish the image of the security team.

2. Do a good job in the security of the community during New Year's Day and Spring Festival, and the competent leader shall be responsible for the security inspection of the community before the holiday; At the same time, implement the inspection and duty of the competent leaders during the Spring Festival; Clearly emphasize the system of not letting go of holidays; Organize and arrange the spare-time entertainment activities of department employees during the Spring Festival. With the increase of staff in this department and the completion of the third-phase renovation of the dormitory basketball court, it is planned to set up a basketball team of the property management company, which can not only enrich the amateur life of employees, but also prepare for the company's friendship and public relations competition.

3. The security department will launch the excellent service month for owners or guests on June 5438+ 10, reflecting the service consciousness and enthusiasm of the security team and establishing a good reputation.

4. Do a good job in putting the first and second phases of the intelligent system into use, establish and improve the use and management system of the intelligent system, timely train the operating norms of the intelligent system, and gradually change the management mode that relies entirely on "civil air defense". At the same time, assign a special person to work in the monitoring center to ensure 24-hour supervision and management of the community and improve the security standards.

5. According to the distribution and equipment of fire-fighting equipment and facilities in the first and second phases, further improve the management and operation training of equipment and facilities, and strengthen daily fire-fighting training and emergency response drills. According to the actual situation, common safety knowledge such as daily safety management precautions, home and forest fire prevention, emergency treatment methods, etc. are made and distributed to the owners, so as to improve safety awareness and publicity of group prevention and treatment.

6. Do a good job in personnel training and reserve. The management direction of security guards is to strive for transformation and build a strong and comprehensive team.

Wu. Combined with the characteristics of security specialty, we should do a good job of appeasing personnel before the peak of personnel flow at the beginning of the year, strengthen contact with the talent market, the army and security schools, and do a good job of replenishing personnel reserves. Veterans accounted for 75% of the total number, and others accounted for 25% (security school, police school, martial arts school staff). Give full play to the existing manpower, create the greatest value, and be the leading service department of the property management company.

7. Strengthen the construction of the backbone team, broaden the knowledge of employees, organize the backbone team to visit and study in the brother units when conditions permit, find out their own problems, and improve the overall quality and level. (The backbone team) adopts the principle of "giving priority to the able, supplemented by the mediocre", and conducts work self-evaluation every quarter, and reports the work when the department summarizes the work in the first half of the year.

Verb (abbreviation for verb) club operation

In the first half of 2006, we will continue to take service first and benefit as the basis, and actively cooperate with the development of marketing and customer service. Take a flexible approach

In terms of management methods, more personal services are introduced to realize the innovation of club management. In internal management, strengthen the coordination and cooperation of all operating points of the department, pay attention to improving and enhancing employees' work skills and service awareness, and give full play to employees' enthusiasm and creativity; Effectively strengthen the management of catering products, constantly bring forth the old and bring forth the new, and do a good job in community supporting services.

career objective

Strive to generate income of 30,000 yuan in half a year;

Financial management of intransitive verbs

Focusing on the Group's development strategy and fiscal year work objectives, we will promote efficiency growth, improve the financial management system, and strengthen the control of funds, assets, costs and purchase prices. While putting service first, we should establish standardized accounting management, actively cooperate with the work of business departments, and speed up the use of durable property management. In order to complete all the work indicators and tasks of the property, the work plan of the property finance department in the first half of 2006 is formulated as follows:

Work objectives:

90% service satisfaction;

Control the loss within 200,000 yuan;

Establish Junhua property cost library;

1. Under the unified guidance of the Group Finance Center, the Property Finance Department has established a detailed and complete cost library according to the financial management system of the property company and the actual situation of the property finance work, so as to control the cost reasonably and provide the most authentic financial data to the management in time and accurately.

2. Be responsible for the formulation, tracking and comparison of the company's capital plan, the registration of management accounts and the analysis of financial status, and provide financial reports to the management, make cost analysis and make relevant suggestions, and strive to control the loss within 200,000 within half a year.

3. For the purpose of service, do a good job of collecting management fees together with the customer service center. For the owners who are in arrears in advance, they should cooperate with the customer service center to agree on the dunning method and strive for a dunning rate of 30%. Promote the charging work of property companies to a new level.

4, responsible for the audit of all kinds of money, standardize the financial payment audit procedures, the new financial system training. Mainly to let the heads of all departments of the property management company and their employees learn the new financial system together, and focus on the previously revised parts. After the implementation of the new system, it should be strictly implemented in accordance with the system. The finance department conducts supervision and inspection.

5. Complete the financial summary at the end of 2005, analyze the financial situation and prepare the financial report. According to the data provided by various departments, the fund plan for the first half of 2006 is prepared and reported to the Group Fund Planning Department. According to the fund plan approved by the group, arrange the monthly funds of the property company in the first half of 2006 reasonably, and negotiate with various departments to adjust some payment plans accordingly.

In the work prospect of 2006, with the occupancy of the second phase owners, the requirements for the service level, service quality and work efficiency of the property management company will be greatly improved. In 2006, we are confident that Qi Xin will work together to build the corporate image of the property, raise the charging standard of the property management fee, and set up its own service team to do better than today.