Four Work Plans of Property Project Manager in 2020

Four Work Plans of Property Project Manager in 2020

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Property management company is an enterprise-type economic entity with corresponding qualifications established in accordance with legal procedures and an independent enterprise legal person. It belongs to a service enterprise and has an equal subject relationship with the owners or users. Accept the entrustment of the owners, carry out professional management of the property in a specific area in accordance with the provisions of relevant laws and regulations or the provisions of the contract, and obtain corresponding remuneration. Let me share with you the work plan of the property project manager in 2020. Welcome to read!

Establish online communication channels for customer service centers.

Now, more and more customers like to inquire and exchange information online. Setting up the telephone number and email address of the customer service center under the homepage of the logistics head office is beneficial to facilitate contact and communication with customers, meet customer needs and improve service quality.

Second, establish a customer service platform.

(1) Establish a customer supervision committee. The board of supervisors and the owners' committee shall set up a customer supervision committee. Exercise or voluntarily exercise the supervision function of logistics services.

(2) Establish a quality inspection system. Change the internal quality audit of the property to cross-internal audit of each center (this work can also be exercised by the human resources department). .

(3) Do a good job in customer service and front desk service.

1. Customer reception. Do a good job in customer reception and coordination of problem reflection.

2. Service and information transmission. Including vertical? From customer to head office, horizontal implementation? Realize information transmission and exchange between properties, between customer service centers and centers, between customer service centers and relevant departments of schools, and other information consultation.

3. Follow-up and return visit of related logistics services.

4.24-hour service telephone.

(4) Coordinate and handle customer complaints.

(5) Do a good job in customer reception day activities and actively collect and handle customer opinions.

(6) Establish customer files. Including family area, teaching area and student community.

(seven) do a good job in the suggestion box, blackboard newspaper and blackboard newspaper, warm tips and other service exchanges.

Third, continue to do a good job in iso quality inspection management, office work and customer service of the property management center, and continue to maintain customer service effectively with the energy center.

Four. Institution building

(A) the establishment of logistics company customer service center.

At present, the customer service department belongs to the energy center, and its office is located in the property management center. The function of serving the property system can be expanded and effective. However, the extension of customer service can be extended to the head office to provide institutional support for the logistics service industry of our school to become bigger and stronger. A customer service center is set up in the head office to facilitate comprehensive coordination of services.

(2) Having at least two staff members.

To do a good job in customer service, it is impossible to have only one manager. In order to change the abnormal state of only one customer service department in the past, college students come and go. The establishment of human resources is not less than two people, and the staff has a bachelor's degree, which is conducive to the establishment and steady operation of the customer service organization framework, changing the status quo of paying attention to one thing and losing another, and is conducive to gradually establishing norms and improving customer service.

Verb (short for verb) Budget.

In previous years, the general office expenses of customer service department were in the property management center, and the larger expenses such as blackboard newspaper were paid by the power department. Judging from the current situation, some basic work still needs to be carried out, and daily work also needs to be spent. If there is no budget, there may be no funds. According to the principle of economy, 500 yuan ∕' s annual official budget is 6000.00 yuan.

The customer service center is established according to the operational needs of modern enterprise services, which is the correctness of the establishment of the customer service department by the head office in that year. With customer satisfaction, it is possible to have a market. With customer satisfaction, it is possible to establish a brand and it is possible for customers to pay. The work of the call center may have a cross relationship with the office of the head office and the human resources (quality management) department, but the main service object of the call center is customers, with customer satisfaction as the center, and it is a business department rather than a management department. What can the customer service center do if the bidding for property services in Shuang Fu Park can be successful in the future? Longhu Community? Model.

20XX is the first year to thoroughly study and implement the spirit of the 18th CPC National Congress, and it is also a crucial year to build a well-off society and Socialism with Chinese characteristics in an all-round way. In this year's work, our property management company strives to establish a standardized property management system in an all-round way, strive to improve the quality of property services, build a harmonious and civilized science and technology park, pay attention to the whole process of implementing the standardized management system of the project department, constantly revise, improve and improve, and pursue continuous improvement of management services. The work summary of our company this year is reported as follows:

First, strengthen the construction of standardized property management system, build a mature and efficient property management team, and improve the quality of property management services.

(1) Implement standardized process management to ensure that all management processes are covered.

With what? No complaints from the owner, no defects in service, no blind spots in management and no hidden dangers in the project? In terms of work standards, the management service process, management system and work instructions have been formulated and improved. Establish supervision and management institutions and implement post responsibility system. An effective management system covering all management links has been established.

(2) Cross-training and assessment according to the actual situation of the project.

Combined with the management practice of the project department, in view of the characteristics of many new employees and young employees, in order to ensure the quality of management services and strive to achieve the professional and comprehensive level of employees' business, the property department formulated a detailed training and assessment plan at the beginning of the year, which made employees' property knowledge professional and comprehensive through cross-training and assessment of engineering, customer service, safety and environmental protection knowledge. At the same time, a set of training courseware was compiled, including "Security Personnel Should Know and Meet" and "Customer Service Personnel Should Know and Meet".

(3) Pay attention to publicity and guidance to win the understanding and support of the owners.

Set up a publicity team of the project department to actively publicize the work of the company and the property department to the park owners through publicity columns, emails and other forms; Promote the work of the property department and the company's service concept; Ensure smooth communication channels and adhere to the correct direction of public opinion; Publicity of laws and regulations and management guidance information of government departments; And timely provide owners with safety knowledge, health knowledge, weather forecast, rental information, life tips and so on. It won the owners' understanding and support for property management, and guided the park owners to actively participate in the park construction.

(4) Implementing intimate butler service and establishing embedded butler mode.

Established? Intimate housekeeper group? Image has become a management mode in which project managers focus on follow-up, department managers are responsible for division of labor, and customer service personnel follow up. Better provide intimate service for the owners, analyze and summarize work experience according to the charging situation every week, and coordinate and handle customer needs in time. It not only improved the service quality, but also successfully solved the problem of difficult charging. Where did it happen? Intimate housekeeper group? Before the establishment, the monthly fee was more than 800,000 yuan, and after the establishment of the group, the monthly fee was 6.5438+0.35 million yuan, which basically achieved the company's charging target.

(5) Advocating the concept of environmental protection and promoting garbage sorting.

At the beginning of this year, according to the requirements of the street office, the property department set up a leading group for garbage classification, formulated the garbage classification management system and process, improved the garbage classification facilities, arranged special personnel to be responsible, and carried out publicity, training, supervision and implementation in a detailed and systematic manner. The management goal of reducing and harmless domestic waste in the park has been realized. The garbage sorting work finally reached the requirements of the Municipal Urban Management Committee with high quality and was well received by the leaders of the city and district. Due to the excellent garbage sorting work, the municipal management Committee plans to list our park as? Excellent unit of garbage sorting? .

(six) improve the file management system, keep the original and complete information.

Archives management is an important work in property management, which records the real face of property, owners and management process. Set up a special person to track, collect, sort out and update, establish a complete file management system and database, keep the data constantly updated, and ensure the integrity and reliability of files. It meets the requirements of safe, convenient, fast, detailed, true and complete file management.

(seven) standardize the cleaning service process to meet the requirements of cleanliness and comfort.

Supervise and guide the cleaning work in the park, formulate a standardized operation supervision process, implement a system of division of responsibilities and regular assessment, effectively mobilize their enthusiasm, promote internal harmonious competition and improve the environmental quality of the park.

(eight) pay attention to fire safety work to ensure the safety of the owner's life and property.

Fire control belongs to property safety management? Enemy? In case of fire, the owner's personal and property will be seriously threatened. To this end, we set up a voluntary fire control organization in the park with the security department as the center and the project manager as the team leader, implemented strict fire control supervision and management, decomposed fire control responsibilities into households and popularized fire control knowledge.

Second, improve supporting equipment and facilities to ensure safe and stable operation and create a safe and comfortable office environment.

(1) Due to the individual needs of ibm, it is necessary to delay cooling when stopping normal cooling. After the property management department coordinated with the development enterprises and relevant departments, the delayed refrigeration service for ibm was finally successfully completed.

(2) ibm delayed the refrigeration to165438+1October 3, which brought some difficulties to the seasonal maintenance. In order to avoid affecting the normal heating in the park, in the case of heavy tasks, short time and heavy workload, we sacrificed the rest time on Saturday and Sunday, organized engineers to work overtime, and successfully completed the heating maintenance in winter.165438+1October 6538.

(3) Since the water station of this project was taken over and put into use, it has often failed due to equipment defects. Especially in 20XX 10, the reclaimed water equipment broke down seriously, which increased the contradiction of owners' complaints and affected the normal work of the property. After many times of coordination with the development, the property department replaced four pumps, two motors and four maintenance pumps in the high and low areas for the reclaimed water station, which basically ensured the normal operation of reclaimed water equipment and solved the contradiction between the owner and the property.

(4) The environment of the computer room has been improved. The overall design and painting of the computer room have made the division of the computer room clearer, the environment cleaner and the management more standardized.

(5) In view of the problems such as too much equipment, too much shared energy, and the difficulty for owners to pay fees in the park, the project department took the park as its home, studied and formulated a full set of energy-saving schemes, and adopted a number of energy-saving improvement measures in public areas and underground parking lots in the building to continuously tap the energy-saving potential. For example, do a good job of turning on and off the hall lights, the security personnel on duty will turn them on according to the specified time, and the project personnel will check and turn them off at any time to effectively control energy waste.

In 20XX, under the leadership of the management team with the project manager as the core, the property management department basically achieved the company's set goals on the basis of improving service quality, innovating management methods and achieving results in cultural publicity. However, there are still some difficulties before the project team, such as the problem of reclaimed water, incomplete identification and single communication channel, which need the attention and support of the company headquarters to make the project management more perfect and build the enterprise brand.

The above is the summary report of our property management company's work this year, and the leaders at higher levels are invited to criticize and correct the improper points.

Article 3 20XX years passed quickly, and the operating company overcame many difficulties. Under the complicated and changeable market economy conditions, it has withstood the severe test. Over the past year, the managers of Commercial Operation Management Co., Ltd. have boldly explored and practiced, and strived to build a solid development platform, so that property management has gradually become scientific, standardized, standardized and professional.

Looking back on the work of the property management company in the past year, we have paid, gained, sweated and grown. Since the beginning of the year, property management companies have been adhering to the core concept of * * * working together with employees and enterprises, and relying on the active input of all employees, they have carried out various property management work nervously and orderly. Through practical exploration, we should innovate working ideas, strengthen internal management, strictly grasp high-quality services, improve overall quality, and strive to adapt to the development requirements of property management under the new situation. Service level and management level? On this basis, through the joint efforts of all staff, we successfully completed all the tasks of the year. It laid a solid foundation for the subsequent development. The main work and shortcomings of 20XX are summarized as follows:

First, complete the daily work target management

(a) on the premise of doing a good job in the property work of employees, actively cooperate with other departments to conscientiously implement and implement the work requirements and deployment of the development company.

Continue to implement and implement the performance appraisal system and distinguish the responsibilities and tasks of various personnel in various positions, and continue to stick to it? Owner first, service first? The purpose of production? Smile service, civilized service? The requirements are reflected in every employee, which promotes the progress of property service and management. The economic benefits and service quality of property companies are complementary and inseparable. Good service quality can promote the smooth collection of property fees. On the contrary, it is not. Effective quality management is a powerful guarantee to improve service quality.

(2) Housing management is one of the important contents of property management.

In order to do this work well, we have established a sound housing management file, formulated a housing management system, formulated a detailed management plan, and sent people to check it regularly. There is no damage to the decoration of the household house, the appearance is unified, and there is no behavior that damages the structure of the house. The vacancy rate is 95%.

To this end, in terms of decoration management, we have focused on strengthening the following aspects:

1) Drafted the Decoration Work Guidelines for the owner and decoration management, and made clear guidelines for the key parts waterproofing, fire safety, the direction of water and electricity pipelines, and the installation of self-use facilities and equipment of the decoration unit, so that the owner and decoration company can know all the management regulations and requirements in advance and make preparations for the later management work;

2) Strictly examine and approve the decoration application, establish a perfect decoration management file, all decoration applications must submit the information and drawings specified in the decoration manual, and strictly examine the facade and indoor structure in the decoration application, and give examination and approval opinions and suggestions;

3) Establish a sign-in system for decoration inspection, arrange all departments to carry out decoration inspection on decoration units according to regulations, and carry out fire management, illegal decoration and waterproof engineering inspection according to the division of labor, so as to nip the phenomenon of illegal decoration in the bud;

4) Organize regular special inspection and rectification activities for decoration, limit and rectify the phenomena that do not meet the requirements of management regulations, and carry out re-inspection as planned, which has been affirmed by most owners.

5) Since 20XX, according to the needs of work arrangement, the management office has set up a special responsibility system for decoration inspection, which is organized and implemented by the security captain. After relevant training and various preparations, it was successfully implemented and achieved good results.

(3) Management of public facilities and equipment

In order to ensure the normal life of the vast number of merchants in the park, we have formulated a perfect maintenance plan and emergency plan for the management of public facilities and equipment, so that daily inspections are registered and minor repairs are recorded. The maintenance telephone was answered 24 hours a day, and minor repairs 17 times and emergency repairs were completed for 3 times throughout the year, which met the management requirements of facilities and equipment maintenance in place, timely maintenance and normal operation.

(4) Greening management

In order to create a beautiful living environment for the owners, strictly implement the greening management measures, actively cooperate with the supervision, construction and maintenance work of the greening company, timely issue rectification notices and rationalization suggestions for the problems existing in the construction and maintenance process of the greening company, and urge them to rectify. When the greening warning signs are not in place, make simple warning signs and fences, and strengthen the greening protection management, so that the green space is basically free from damage, trampling and public phenomena, and the greening intact rate reaches 98%.

(5) Environmental sanitation management

In terms of environmental sanitation, in view of the gradual improvement of the environment in the park, we organized regular and irregular cleaning, formulated strict cleaning procedures and assessment methods, bagged and fixed-point stacked decoration garbage, centralized transportation management, strengthened the sanitary inspection of the park, and ensured the cleanliness and beauty of the park.

(6) Park safety work

Public security and fire fighting in parks are the top priority of property management. In order to provide a safe and comfortable living environment for the owners, we pay close attention to the public security and fire control management in the park, regularly conduct on-the-job training and assessment for security personnel, formulate strict post execution standards, and adhere to the strict implementation of various working procedures, inspections and post inspection systems. Security personnel are required to check carefully, perform their duties in a civilized manner and serve politely. In the early stage of renovation, the tasks arranged by the company have been basically completed in the case of complicated personnel access and lack of hardware facilities.

1) Continue to implement the construction personnel pass system, and regularly set posts to repel the decoration units, which greatly improved the effectiveness of safety management to a certain extent, and also avoided customer complaints caused by renovation delays, and achieved good results;

2) In order to strengthen the supervision of decoration handling and avoid using elevators to handle decoration materials illegally, the management office has implemented the "decoration handling deposit management system" since 20XX. Since the implementation of the system, the situation that materials stay overnight in public places, the sanitary environment is destroyed during handling, and illegal elevator handling is basically eliminated;

3) Strictly implement the personnel and goods access management system, and the construction personnel shall enter and exit with certificates. Other personnel must cooperate with the inquiry and registration, and the goods brought out of the park can only be released after inspection. Strict implementation of these management systems can ensure the safety of the park;

4) According to the requirements of the fire management system, the security department arranges special personnel to conduct special inspections on fire hydrants and fire extinguishers regularly every month to ensure that the fire fighting equipment is in good condition, and at the same time, the fire extinguishers are inspected in the business shops, and all the business shops have been equipped with fire extinguishers as required;

5) In the early stage, due to various factors, the management of vehicles entering and leaving the parking lot was chaotic. After the property manager presided over the special rectification work and arranged the implementation of related work, all the vehicles in and out had been certified, which greatly improved the safety factor of parking lot management.

Second, the shortcomings and prospects

Although we have made some achievements in the work of 20XX, there are still many places to be improved and strengthened.

First, the overall quality of managers is not high, the sense of service is not strong, and the practical ability needs to be improved;

Second, communication with the owners is not enough, which should be strengthened in the future work.

Third, it is necessary to strengthen the management of equipment and facilities, ensure the safe and normal operation of facilities and equipment, and avoid affecting the normal life of owners and causing their dissatisfaction with management services;

Fourth, there are still some problems in safety management, such as unstable mentality and serious lack of work execution, which need to be improved in practical work.

In view of the above problems, in the 20XX years of work, we will learn from experience and lessons, strive to improve the service skills and management level of employees, and do a better job. * Comrade once said? Development is the last word? This sentence always urges the property company to look to the future and innovate. Relying on the strong backing of all staff, Commercial Operation Management Co., Ltd. strives to adapt to the increasingly fierce market competition and strive to determine its brand position in the property management industry. 20XX years have passed, and a brand new 20XX year is just around the corner. Looking back, we are full of pride. Looking ahead, we are full of confidence. In the new year, with more pragmatic style, more enterprising mind, more full enthusiasm and high fighting spirit, under the leadership of the operating company and through the joint efforts of all employees of the property management company, the owners will work hard towards the ultimate goal of making the property stronger and bigger!

Article 41 Yuan starts all over again, and everything is new. The new year is about to begin, and the comprehensive customer service department is also facing a brand-new environment and test. According to our own situation, we make the following work plan:

1, focusing on customers, and vigorously improving service quality.

1. 1 Seek and create opportunities to strengthen communication with customers in various forms, such as home visits, customer satisfaction surveys, letters and documents, and interactions during festivals. Grasp customer information in time, grasp customer needs, make every effort to meet customer needs, and provide customers with high value-added services. Improve customer satisfaction.

1.2 Use the service desk management software to pay attention to the collection, analysis and comparison of customer information; According to customer feedback information, make timely response.

1.3 take customers as the center and improve business processes and operating procedures.

1.4 promotion and play? Intimate housekeeper group? Function, so that every member can really blend in with customers? Post? From the heart, solve problems for customers in time.

1.5 standardizes, strengthens and refines the courtesy and warm service of customer service staff.

2. Fully cooperate with government agencies and do a good job in public services.

2. 1 Timely publicize, convey and implement relevant laws and regulations of government departments.

2.2 We will, as always, fully cooperate, support and implement the policy instructions of governments at all levels and play our due role.

3. Strictly control outsourcers to ensure good quality.

3. 1 Utilization of outsourcers? Monthly meeting? System, to further strengthen the quality control and management of outsourcing services. Find the problem and let it be rectified within a time limit. What is the management structure of the outsourcing party? Rigorous, meticulous and practical? Work style.

3.2 For images? External wall cleaning? And other similar one-time outsourcing service activities, send people to follow up, find problems, let them be rectified immediately, and strictly control the quality.

4, smooth communication platform, do a good job of publicity.

4. 1 Give full play to the role of the public notice board as a bridge and window, update and enrich the information on the public notice board in time, and release the relevant management information, service information and external information of the project department to the owner in time.

4.2 fully display and establish a good image of the property department to customers.

4.3 For the problems that the owners are generally concerned about, use the publicity column to release them to the owners in the form of special topics.

4.4 Further smooth and broaden the communication channels with the owners.

5. Strengthen staff training and improve staff quality.

5. 1 Focus on training customer service personnel according to the training progress? Service consciousness, polite hospitality, case study? And so on, comprehensively improve the comprehensive quality of customer service personnel.

5.2 Develop various forms of new courseware and increase the training of new topics and new ideas; Broaden the training form.

5.3 Pay attention to the effect verification and evaluation after training, and finally achieve the purpose of improving service quality.

6. Strengthen internal management and implement quality system requirements.

6. 1 strengthen the inspection of the implementation of the five-routine law, so that every employee can master it skillfully and effectively apply it to work.

6.2 Improve the management methods of electronic files and document files; Clarify the relevant systems and management processes of file management; Binding some emergency plans, schemes, procedures, processes, etc. Into an independent book.

6.3 Strengthen the management of front desk service and employee discipline.

6.4 Effective use of ISO 900 1-a management tools, scientific management, standardization of each service process and service details, recording and retaining effective data, and improving service quality.

6.5 Strengthen the implementation and supervision of various plans and processes.

7. Strive to improve and follow up in time.

7. 1 continue to do a good job in garbage sorting and strive to become? Beijing Excellent Demonstration Park for Garbage Sorting? .

7.2 Take precautions against Hyphantria cunea in advance to prevent Hyphantria cunea from flooding in the park and causing losses to the park and the company.

7.3 strive to create? Garden unit? Do a good job.

7.4 Management emphasizes people-oriented, emotional people, emotional people and emotional parks, and strives to build harmonious parks and emotional parks.

Under the leadership of Perfect Time Project Department, the customer service department will continue to assist the project department to complete the company's indicators, strengthen communication with the owners, improve service quality, and make continuous efforts to carry forward the essence of property management.

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