Model essay on summary of property management work

5. Collection of summary papers on property management.

We pay attention to the task as the traction, rely on the improvement of work and study, through observation, exploration, access to information and practical exercise, we quickly entered the work situation. The following is my summary essay on property management, hoping to help you. Welcome to read the reference study!

Summary of property management: Fan Wen 1 As an ordinary property customer service specialist, my job responsibilities are mainly to be familiar with and master the laws, regulations and policies of property management, constantly improve and update my knowledge structure, and keep up with the development direction of property management with the times; The second is to use the theoretical knowledge learned to guide their practical work and try their best to deal with and coordinate the relationship between enterprises and owners; Do every job dutifully, always maintain a good mental state, adhere to the concept of service first and management second, win the trust of the owners and maintain the good image of the company. As a member of the company, this is what I have to do.

At work, I summed up a set of work experience.

1 First of all, do a good job in the ideological work of "cooling down" for the complainant or disputant.

2. Analyze and investigate the cause of the problem.

3. If the problem involves the relevant laws and regulations of property management, we should combine the relevant laws and regulations of property management, and then formulate a scientific solution according to the actual situation;

4. Finally, of course, the implementation of specific methods. And summarize the experience of each treatment to lay the foundation for dealing with similar problems in the future.

5, complaints, dispute handling return visit, can let our work be affirmed by the owner, can also shrink our relationship with the owner, convenient for future property management.

On this basis, nine steps to realize zero defects in work are established:

1, clear requirements: the owner is not always right, but always the most important; Fully meet the needs of customers and take this as the starting point and destination of work.

2. Prevention first: make full preparations to meet the requirements and actively prevent possible problems.

3. Do it right once: do it right for the first time in execution, and don't treat the working process as a testing ground.

4. Responsibility in place: decompose and implement the service quality objectives to all departments, posts and individuals, and implement them step by step as planned.

5. Intensive training: instilling ideas, imparting knowledge and training skills.

6. Strict inspection: personal self-inspection, supervisor/manager supervision and administrative center inspection; And analyze the results to clarify the problems, causes and responsibilities.

7. Circulating return visit: regularly and timely correct the problems existing in the service (especially the complaints of the owner) and formulate corresponding preventive measures.

8. Integrated organization: On the basis of linear organizational structure, focusing on customer satisfaction, improve the "first responsible person" system, speed up information exchange, and highlight the idea of total quality management.

9. Standardized operation: further improve the operation specifications.

The implementation of "zero defect in property" will further improve the service quality, enhance the brand image of the company and consolidate the property market.

Zero complaints and no complaints are actually the vision of every enterprise, our enterprise and my enterprise. No enterprise can really do this, because it is difficult to determine the psychology and behavior of consumers. Companies can improve service quality through efforts, and service quality can only improve customer satisfaction, but can't determine customer satisfaction. Zero complaints and no complaints are the goals pursued by the company. He asked the company to serve consumers completely, and consumers are God. This sentence must always be kept in mind.

Generally speaking, whether an enterprise can survive depends on the support of its customers. This kind of support is directly affected by customer satisfaction, so in the new year, I think I can increase customer satisfaction through my good service and well-planned customer return visits. And the company is also developing towards the goal of "zero complaints and no complaints" with high-quality products and services.

Customer satisfaction is the most important criterion to measure a company's service quality. Through the personal investigation of customer satisfaction, we can find that customer satisfaction is a psychological activity and a sense of pleasure after customer needs are met. For the customer, he spent a certain price and needed to achieve a certain goal. If a large part of the products and services we provide him are not his, even if your price is lower than others, it may not improve his satisfaction. Therefore, customer satisfaction is a quantitative index to measure customer satisfaction, which can directly understand the satisfaction degree of enterprises, products or services in customers' minds.

As a member of the company, I will abide by my duties, constantly improve myself, study hard in my daily work, learn from each other's strong points and earnestly complete the work arranged by the leaders.

Summary of property management: Over the past year, all the property management personnel of my company have been United as one, working hard and being brave in innovation, further improving and improving the management and service quality of the company, and achieved gratifying results: an excellent property management team has been formed, and scientific management mode, advanced management concepts, management methods, strict quality standards and working procedures have been created; Formed a professional division of labor system combining service and management. Over the past year, we have carried out a series of work closely around strategic planning, brand building, internal management, information communication and service performance.

I. Strategic planning

Strategic transformation of property management concept;

Since its establishment, the management concept of _ _ Property has undergone a profound change from "management" to "service", abandoning the previous attitude of being a manager and advocating a brand-new service concept of "serving and educating people and putting the owner first". In the process of development, the property in Tian Jian has encountered severe challenges from the internal and external environment, but the concept of serving owners and users has been extended and widely praised. However, the management of the company is not satisfied with the gratifying achievements, but faces up to the problems existing in the service process with a positive attitude, such as weak service professionalism, low service connotation, low employee treatment and high cost. Since the beginning of this year, the company has sized up the situation and started to pay close attention to safety precautions, environmental sanitation and maintenance, striving to build a brand and improve the company's operational efficiency and competitiveness.

Second, brand building.

Brand, with high quality as a solid foundation, the company regards how to improve the quality of property management services as the company's first choice.

1, carry out effective actions according to the ISO system. At the beginning of its establishment, the company formulated a good quality plan, defined the company's quality objectives, requirements and goals, and met the needs of owners and users with the most appropriate service quality. Over the past year, the company has been aiming at passing the audit of ISO9000 and ISO 14000, and at the same time, it has further demonstrated the image of the company's quality service to owners and users.

2. Form a quality system centered on customer satisfaction. Since the company settled in, it has always taken "customer satisfaction, owner first" as the work center, which further confirmed the company's business service concept of taking the owner as the center. In the future, the company will continue to implement and improve service quality and improve service performance.

3. Establish the goal of _ _ property zero defect. After the establishment of the company, after repeated discussions and discussions, it is believed that if we want to be unique, we must do our work with zero defects: service with zero defects; Zero defects in operation; Equipment zero failure; Four zero defects and zero hidden dangers. Obviously, the owner is not always right, but always the most important customer demand, and is fully prepared to meet the demand and actively prevent possible problems.

Third, internal management.

1, human resources. Human resources are an important guarantee for the company's development. At the beginning, due to the special location, the quality of personnel was low. But at the beginning of this year, in order to improve the company's competitiveness, our company actively carried out employee knowledge training, which made employees become "multi-functional" and achieved remarkable results. Staff training includes: corporate culture training, professional and technical training, etc. In particular, the management personnel are trained in the qualification examination of property managers, and the security team is trained in fire fighting knowledge and professional knowledge. Through training, the comprehensive quality of employees has been improved, their working attitude has been improved, their spirit of unity and cooperation has been stimulated, and the service quality has been greatly improved.

At present, the company has built a relatively complete human resources reserve and a team of professionals with outstanding professional and comprehensive abilities; Enterprise planners who can make suggestions provide a broad space for the company's development.

2. Rules and regulations. At the beginning, because the company was just established, a series of systems and assessments were blank, which brought great inconvenience to employees' work. In accordance with the principle of "based on law and abiding by contracts", our company quickly promulgated a series of rules and regulations. Including: the responsibilities of each post, the management system and assessment methods of each post. The introduction of the system has clarified the responsibilities and authority, and also pointed out the direction and provided the basis for the daily work of the company's employees.

3. Maintenance. At the beginning of students' occupancy last year, four student apartments were built at an extraordinary speed due to the hasty construction period, but the houses built at a high speed made it difficult to maintain after taking over. Since last year, our technical maintenance department has received maintenance requests from more than 4,200 teachers and students. However, due to the weak maintenance force last year and the fact that the equipment and facilities are still under warranty, most orders have not been repaired. Until the beginning of this year, our company tripled the number of maintenance personnel in one breath, maintaining around the clock, and at the same time increased the intensity of urging manufacturers to maintain, which quickly solved the original problem. At present, our office has promised to realize the service promise of "minor repairs can't last overnight, and major repairs can't last three days", but because various facilities are still under warranty, our company still can't complete good maintenance. However, our company still tries our best to repair it, especially the wiring disorder between bedrooms in the apartment. When the repair shop broke down, it took our company's maintenance personnel six days and six nights to make all the adjustments, and solved the complaints of teachers and students with practical actions. Recently, our company replaced four apartments in one breath, with more lights, more than 300 faucets and dozens of flushing valves, making the maintenance rate of supporting facilities in apartments reach over 98%.

4. Safety.

In the past 20 years, with the concerted efforts of Qi Xin, all the security personnel, the safety precautions for teachers and students have been successfully completed. However, with the gradual deepening of the work, our company's safety deficiencies and defects are gradually exposed, such as poor supporting facilities, low quality of personnel and insufficient professional knowledge. To this end, our company carried out a major safety innovation at the beginning of this year. First of all, the elimination system was implemented, and more than ten security guards were eliminated. Secondly, increase supporting facilities and purchase security clothing. The innovation of my work has raised my security image to a new height.

The security work always carries out the policy of loose outside and tight inside of the school leaders. Because of the special time and environment of the school. Our company strictly implements the visitor registration system and the voucher access system. Since last year, our company has registered more than 50,000 visitors, ensuring the safety of student apartments.

In terms of self-management, our company's security guards insist on holding a small meeting every day and a general meeting every week to exchange and review. At the same time, carry out professional knowledge training. Since last year, * * * has conducted six professional knowledge trainings, two fire-fighting knowledge studies and more than one month of military training. At the same time, strict safety assessment methods and workflow, as well as anonymous assessment system were implemented. Reward excellent players and punish poor players.

In the management of foreign personnel, the security department of our hospital strictly controls the floating personnel, implements the system of visitor registration and seizure of valid documents, and patrols irregularly to ensure the safety of students' lives and property in the apartment. At the same time, due to more pre-construction, we also dealt with illegal structures, standardized the control of visiting vehicles, and created a safe, quiet and elegant student apartment environment.

Fourth, information communication.

In the past year, our company's information communication has experienced a great leap from blank to perfect. At present, our company has the following channels to communicate effectively with teachers and students:

1. Set up a suggestion box in each building to let teachers and students have opinions on our work or attitude.

2. Issue consultation forms. We issue consultation forms to relevant institutions of the school so that they can supervise and guide our work.

3. Hold a student symposium. Since last year, our company has held six student symposiums, from which we got valuable opinions and suggestions. In the future, our company will continue to hold such meetings.

4. Publish the complaint telephone number. If teachers and students are dissatisfied with our employees, they can directly call our management office to complain, and we strive to give teachers and students a satisfactory answer.

5, establish a return visit system, resolutely implement the return visit time is not more than 24 hours.

6. Establish an interview complaint system. If the teachers and students are not satisfied, they can complain directly to our management department, and our management department will reply to the teachers and students as soon as possible, and the response time will not exceed 12 hours.

Verb (abbreviation of verb) usage performance

All along, our company has been adhering to the principle of "customer is God" and "owner is supreme", based on "all for you, all for you" and implementing smiling service. Striving for your business is our business, your little things are our big things, and your satisfaction is our eternal pursuit. Dedicate yourself to your duties and serve teachers and students.

Ending of intransitive verbs

We know that although we have made remarkable achievements this year, we are also deeply aware of our shortcomings. The company's lack of professionalism, single mode of operation and high cost will be our fatal weakness and defect. But we also know that this is also the starting point of our struggle. In the new school, we will learn lessons, sum up experience, learn from others' strengths, improve the professional level, improve the quality of property management, meet the requirements of owners and users, and realize the rapid development of Tian Jian property.

Looking back on the next 20__ years, with the care and guidance of the company leaders, all the tasks entrusted by the company have been basically completed.

During my work in the community customer service center, I learned how to serve well and how to deal with the problems raised by customers. In this year, lead the customer service center staff to seriously study and implement the company's total quality education and improve the service level. Always put safety management in the first place, which is summarized as follows:

1, do a good job in daily safety management business training for the security team;

2. Organize learning and drills to improve the ability of fire prevention and emergency response;

3, do a good job in the daily inspection of facilities and equipment and supervision and management of outsourcing units;

4. Do a good job in training the daily safety management business of the security team; Organize learning and drills to improve the ability of fire prevention and emergency response; Do a good job in the daily inspection of facilities and equipment and the supervision and management of outsourcing units; For example, the residents in Room A6-22 of Room _ _ _ did not listen to the dissuasion of the staff in the customer service center, but still went their own way, making holes in the beams and illegally building scaffolding on the platform. The problem is very serious. The customer service center will issue a rectification notice and collect evidence on the spot according to the property management regulations, and report the relevant evidence to the relevant government departments.

5. Strive to cooperate with the company to build the community into a harmonious and civilized community, and often lead employees to visit at home to understand the living and living conditions of the elderly in the community, which has won unanimous praise from residents.

6. Lead the staff to carry forward the spirit of loving their posts and dedication. For example, it rained heavily on May 7, and from 2 pm to 6: 3 am in the flood fighting operation, all the community staff played a noble spirit of loving their posts and dedication, and no one left halfway, effectively ensuring the property safety of the community.

7. Strictly ask yourself to do a good job in service, carefully understand the problems reflected by community residents, observe and find problems on the spot, adhere to the principle of people-oriented and attentive service, and follow up, implement and solve every problem with a positive and serious attitude. If the school hedge is too high and too long, affecting residents' travel, 7-1-1clear it, and pile chemicals in the rental house. Successfully coordinated the 5-3-84 household ceiling water leakage dispute.

8. Existing problems: Under the influence of the company's comprehensive quality education for more than a year, employees' service consciousness has changed, but the phenomenon of waiting for work still exists, and employees will not take the initiative to find problems at work, which has certain dependence. Civilized manners and service terms have not yet become habits, work efficiency is low, and leaders are absent.

Solving the above problems and strengthening execution are the key points for us to improve comprehensive quality education in the next step. Through performance appraisal and post responsibility system, the bad habits of employees' slacking off and muddling along are curbed. Community service makes me deeply realize that efficient, earnest, earnest and attentive service can stand firm in the increasingly fierce service industry in modern times and meet the service needs of modern people for real life.

In the new year, I also need to strengthen my study, cooperate with the functions of the security department, take the initiative to understand the dynamics of community security, understand the ideological dynamics of employees, stabilize the team, take the initiative to find existing problems, do a good job in the construction of security team and business guidance training, and do my part for the development of the company.

Summary of Property Management: Since I started to work in the Property Management Office of Yibin No.1 Middle School in June, 20 _ _ _ _m, with the care and support of the leaders of the management office, I have tried my best to adapt to the new working environment and jobs, changed my job roles in time, learned business management knowledge, and earnestly performed my duties, and successfully completed all the tasks assigned by the school and the management office. The following is a summary of 20__ years' work.

First, consciously strengthen study and strive to adapt to work.

In June of 20 _ _ _, due to the company's work arrangement, I was transferred from Yibin Health School Management Office to No.1 Middle School Management Office as the monitor of the handyman class. Before that, I didn't know much about the duties and tasks of the monitor. In order to adapt to the new work and working environment as soon as possible, I consciously strengthen my study, humbly ask for advice and solve doubts, constantly sort out my working ideas and summarize my working methods, and now I am basically competent for my work. On the one hand, learn while doing, learn while doing, and constantly master methods to accumulate experience. I pay attention to the task as the traction, relying on the improvement of post learning, through observation, exploration, access to information and practical exercise, I quickly entered the working state. On the other hand, consult books and colleagues, constantly enrich knowledge and master skills. With the help and guidance of leaders and colleagues at all levels, I have never attended a meeting and have never been familiar with it. I gradually found out the basic situation in my work, found the breakthrough point, and grasped the key and difficult points of my work.

Second, focus on their jobs and earnestly perform their duties.

As the monitor of the management office's handyman class, first of all, I am required to take a good lead and lead the way. In my work, I will complete all the tasks assigned by the company and school leaders to the letter. Since the beginning of this year, the handyman class has successfully completed the logistics support tasks such as the school 1 1 anniversary celebration, the 15th exhibition of educational and teaching scientific and technological achievements, the 20-year college entrance examination, and the election of delegates, and completed more than 35 daily facilities and equipment maintenance tasks. The team members worked tirelessly and were highly affirmed by the company and school leaders. In management, team members are required to help each other, regardless of you and me, and strictly implement the relevant management systems of the company and the school.

Three. Main experience and gains

In the past six months, I have finished some work and made some achievements. To sum up, I have the following experiences and gains:

(a), only put their own position, and strive to be familiar with the basic business, in order to adapt to the new job as soon as possible.

(2) Only by actively integrating into the collective and handling all aspects of relations can we maintain a good working condition in the new environment.

(3) Only by adhering to the principle implementation system,

(4) Only by establishing service consciousness and strengthening communication and coordination can we do our job well.

Fourth, there are shortcomings.

Due to less work practice and lack of relevant work experience, there are the following shortcomings in 20__ years of work:

1, daily management of team members.

2. There is too little communication in the players' thoughts, and sometimes there will be emotional problems.

3. Coordination in dealing with problems needs to be further strengthened.

Summary of the essay on property management mode 5 Looking back _ _, my work is also experiencing extraordinary. In March, I came to Gaojun Property with a simple and curious mood and started a new milestone in the harsh environment. The work content is wrapped in familiarity and unknowns, which urges me to make more efforts to learn and challenge. One year passed quickly. With the training of department leaders and the help of colleagues, I quickly became familiar with and competent for the job responsibilities of the property manager. At the end of the year, everyone should sort out the past and plan the future. Now, we will summarize our work in the past year as follows:

I. Property service work

Property work mainly includes daily maintenance, complaint handling, charging, infrastructure and equipment maintenance, environmental sanitation, mosquito and fly disinfection; There are also study and training, inspection by higher authorities, etc.

The collection of community management fees and the rectification of facilities and equipment problems are the main tasks of the management office for 20 years, and most of the work has been successfully completed with the full cooperation of colleagues in various departments of the property management company.

Two. office work

Office work is a brand-new field for me, with a lot of work, including book processing, document management, document approval and so on. Faced with a lot of trivial daily work, we need to strengthen our work consciousness and pay attention to speeding up the pace of work; Improve work efficiency. Handle everything calmly, strive to be comprehensive, accurate and moderate, and avoid omissions and mistakes.

Three. Existing shortcomings

Based on the professional attitude of "working for myself", I have worked creatively and achieved some results, but there are also some problems and shortcomings. Mainly, first of all, property management personnel is a new position for me; A lot of work needs to be done and explored, so that it can't be done with ease, and the work efficiency needs to be further improved; Second, some work is not meticulous enough, and some work is not well coordinated; Third, the ability to provide effective decision-making data for leaders needs to be further improved; Fourth, communication with department leaders and company employees needs to be strengthened.

Four. Direction of efforts

First, strengthen study and broaden knowledge. Study hard the knowledge of real estate industry and related property laws and regulations. Second, in line with the principle of seeking truth from facts, pay attention to the coordination and communication between various departments of the company; Effectively form an atmosphere of unity and cooperation. Third, provide effective data for leaders. Finally, I wish Gaojun Property Management Company every success, and I wish all my colleagues smooth work, peace and happiness!