How to improve the service quality of property management?

First, the importance of property management service quality

The quality of property management (called building management and maintenance in Taiwan Province Province, commonly known as building management) (called quality in Taiwan Province Province) affects the living quality of owners (called differentiated owners in Taiwan Province Province) and property users (called households in Taiwan Province Province), the service life of buildings, the full life cycle expenses of equipment normal operation, management and maintenance, and the safety, hygiene and comfort of owners and property users. Property management companies (called apartment building management and maintenance companies in Taiwan Province Province) should establish their own professional quality standards, but the service quality is mainly defined by customers. Therefore, property management companies should often investigate, measure and manage customers' expectations. On the one hand, it is best to avoid over-commitment; on the other hand, it is best to inform customers of marketing and professional information, educate customers and create customers' reasonable expectations.

The entry barrier of property management industry is low, so the industry competition is fierce, but the service quality of property management companies is a real lasting obstacle against other competitors. What property management companies should pay most attention to is the affirmation of customers and good reputation. Property management companies are often forced to cut prices or even lose business because the service quality cannot meet the expectations of customers, which will affect the salary, employment and livelihood of their employees and hurt the interests of the company. If customers are quality-oriented, have higher requirements for management quality and usually don't care about the service fees paid, then the property management company will not only have higher profits, but also avoid vicious price competition that operators often cannot avoid; On the other hand, if customers are price-oriented, they are more inclined to choose property management companies with lower prices, but they are increasingly picky about the quality of midnight management companies. Therefore, property management companies whose service quality is lower than the average level of their peers will face increasing pressure. Only by rapidly improving their own quality can we avoid being eliminated by market forces.

Second, the general methods for operators to improve service quality

The improvement of service quality helps to enhance the image of property management companies, reduce operating costs, reduce losses and increase market share. General methods to improve service quality include standardized operating procedures, service materialization and total quality control. Specifically, the industry can work hard in the following directions:

(1) To improve the management level and cultivate management cadres, it is necessary to have good management norms, so as to establish and maintain excellent property management service quality and continuously improve it. The special speeches of international property management seminars also constantly emphasize the importance of enterprise management to the industry. The industry must attract young people who have received good education and training in enterprise management, or send middle and senior managers to participate in on-the-job education in enterprise management to train excellent management cadres. Introduce the latest enterprise management concepts, establish institutionalized management, engage in improving services, enhance efficiency, respond to customer needs, exceed customer expectations, and provide customers with better and faster customized services.

(2) Standardizing operation and establishing the characteristics of intangible, easy-to-operate, heterogeneous and synchronous production and sales of the service industry need to adopt various methods to make the service look tangible and homogeneous, including establishing an enterprise identification system, providing detailed service records, reports and forms, dressing the, and configuring the same machinery and equipment. Consistent service etiquette, etc. , is also needed to standardize the operation process. The property management industry is a labor-intensive service industry, and it is difficult to supervise and manage employees because of the scattered property projects (called stagnation points in Taiwan Province Province) and all-weather service hours. Therefore, in the process of pursuing management and maintenance specialization, the standardization of operation and the quality and performance standards formulated by property management companies can not only show their professional knowledge of management and maintenance, but also provide consumers with an important reference for evaluating their service quality. Whether the property management company has obtained the ISO quality management control system certification or not, ISO should not be just a gimmick. It is important to establish close partnership with customers, bring them into the process of value creation, create experience and value together with customers, work out standard operating procedures, establish quality and performance standards of screens, and ensure implementation through encouragement, strict supervision, audit and work audit, especially work audit is an important tool to ensure service quality.

(3) The implementation of total quality control and the constant pursuit of professional total quality control are realized through the continuous improvement of various operational processes and the management concept of customer satisfaction. Its practice includes taking customers as the center, fully supporting improvement, authorization, education and training, and carefully selecting personnel. Professionalization needs professional knowledge, technology, license and ethics, and also needs groups composed of professionals (such as Asia-Pacific Branch of Chartered Institute of Housing Managers, Taiwan Province Association of Building Property Management and Maintenance Managers). Professional knowledge and technology can be learned through self-exploration, or learning from the same industry, or seeking the assistance of professional groups, or communicating, observing and learning with world-class entrepreneurs, looking for new ideas from new technologies and workflows and starting to improve, constantly innovating and challenging traditional working methods.

In addition, the property management matters, service contents and methods of property management companies should be flexibly adjusted according to marketing concepts, new knowledge and new technologies, using the company's resources and core capabilities, and develop into property management services with differentiated characteristics and enhanced customer value. Property management companies should also make full use of outsourcing and strategic alliances to save costs and reduce risks, and play a complementary and comprehensive role through division of labor and integration.

Reduce the turnover rate and strengthen education and training. People in the same trade often have a high turnover rate because of low wages, poor welfare and insufficient incentives. As a result, it is impossible to accumulate management and maintenance experience, improve professional knowledge and technical ability through organizational learning, and improve service quality. Therefore, property management companies should improve treatment and welfare, provide incentives to attract better employees, and strive to stabilize personnel, which should be increased.

(5) Adopting new technologies to improve operational performance. Property management companies should use computerization and the Internet to establish the company's intranet and the websites of the managed property projects, provide timely and correct information, carry out effective information management and knowledge management, or use machines, equipment and materials to reduce costs and improve various operating efficiency and performance.

(VI) Be familiar with laws and regulations, assist organizations to operate effectively, and be familiar with and make full use of property management regulations (known as apartment building management regulations in Taiwan Province Province) and related laws and regulations, so as to establish property management organizations (namely owners' assembly and owners' committee), gather residents' knowledge, resolve disputes and conflicts, and effectively improve the management and maintenance quality of property management areas. But usually, the term of office of the members of the owners' committee (known as the apartment building management committee in Taiwan Province Province) is not long, usually one or two years, and most of them lack understanding of laws and regulations, and most of the owners and users of the commodity industry do not understand laws and regulations. Therefore, the property management company also plays the role of counseling, educating the owners, users and members of the owners' committee of the property it manages, helping its management institutions to operate effectively and making the management and maintenance work normal, but it is not appropriate to intervene in the common factional disputes between the owners or the owners' committee.

Third, professional groups and international exchanges can play a role.

The manager of building management and maintenance in Taiwan Province Province is committed to "creating a legal environment, upgrading professional skills and enhancing the image of the industry", and actively participates in government regulations and revisions, aiming at developing the knowledge and technology of property management in Taiwan Province Province and improving the service quality of property management in Taiwan Province Province. For example, the contents of the Regulations on the Administration of Apartment Building in Taiwan Province Province, which was revised on June 65438+February 3 1 2003, are mostly based on the suggestions entrusted by our government. At present, we have also entrusted this association to revise and draft its eight subsidiary laws. Over the years, the Association has been holding seminars, publishing papers, observing and inspecting, communicating with three places across the Taiwan Strait (Taiwan Province Province, Shanghai and Hong Kong), Japan, Britain and South Korea, and actively participating in the activities of international professional groups. Including FIABCI and Work Federation of Building Services Contractors, on the one hand, they broaden their horizons and establish contact with world-class operators, on the other hand, they enhance new management and maintenance knowledge and technology, thus improving service quality day by day. The Taiwan provincial government organized two activities to select outstanding property management companies. The winners are all member companies of Taiwan Province Building Management and Maintenance Managers Association, which can confirm that Taiwan Province Building Maintenance Managers Association can really achieve the meeting objectives and play its due role. In the future, this meeting will fully assist the government to formulate the business execution norms of property management companies, compile training materials and question banks for property management personnel (known as management service providers in Taiwan Province Province), assist the government in providing information counseling on property management, and handle at least 20 publicity meetings to let the management committee and residents know the management regulations of apartment buildings, how to effectively operate the management theme and how to improve the management and maintenance quality.

Four. conclusion

To truly improve the quality of property management services, it is mainly to educate and train high-quality professional practitioners, so that they can change their attitudes, beliefs and behaviors, constantly improve their work and performance, and meet customers' needs in a way that exceeds customers' expectations.

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