How to improve the quality management of residential property management

How to do a good job in quality management of residential property management Abstract: As a property management enterprise that manages residential quarters, its management quality will directly affect the satisfaction of the majority of owners, the smooth implementation of enterprise management, and ultimately affect the realization of economic interests of property management enterprises. Under the background of "people-oriented" and building a harmonious society, how to improve the quality level of residential property management by property management enterprises will be an important content of building a harmonious community, and then participate in building a harmonious society, which is also an important embodiment of fulfilling the social responsibility of property management enterprises. Based on the problems existing in urban residential property management in China, this paper discusses how to improve and control the quality of residential property management, and gives corresponding suggestions and specific measures. Keywords: harmonious control, people-oriented service consciousness Text: Property management is a commercial service industry that has risen in China in recent ten years and developed very rapidly. It originated from the housing management department in the planned economy period. The traditional housing management department is a means to represent the country or the collective. The housing management department is in a dominant position, while the users of houses are in a managed position. Management is related to being managed. Property management is a service-oriented management under the condition of market economy, and its relationship with housing users is to serve and be served. Its service is paid. Property management involves a wide range of contents, including the maintenance of houses in the area under its jurisdiction, the maintenance and daily maintenance of water supply and drainage facilities, power supply facilities, fire fighting equipment, heating facilities, etc. , but also need to collect management fees, on behalf of the charges. Property management is time-sensitive, requiring timely, rapid and decisive handling of faulty components. Therefore, material management requires high quality. The business scope of modern property management is very extensive, involving almost all aspects of social life. However, in China, due to various historical and practical reasons, the property management carried out by property management enterprises is still not perfect and developed, and their business mainly focuses on residential property, office property, school property and so on. Among them, most property management enterprises in China are mainly engaged in residential property management. Therefore, how to manage the residential property, make the residential facilities and equipment well maintained and used, so as to maintain and increase the value of the property, improve the service life and efficiency of the property, and finally provide a suitable living and living environment for the owners, has become a problem that most property management enterprises have to face. To achieve all this, an important thing that property management enterprises must do is to conduct all-round quality management of residential property management. Especially under the background that the ruling party and government of our country put forward "people-oriented" and built a harmonious socialist society, building a harmonious community and realizing the ultimate embodiment of residents' rights has become one of the main reasons why property management enterprises have to carry out quality improvement, quality supervision and control. In addition, in order to realize the harmonious coexistence of property management enterprises and owners, establish the brands of residential quarters and property management enterprises, and finally realize the economic benefits of enterprises, property management enterprises are also forced to strengthen the promotion and supervision of the management quality of residential quarters. It is of great significance to improve management quality and carry out quality management. The state has also promulgated a series of laws and regulations on property management and other property management quality management, such as the National Standards and Scoring Rules for Property Management Demonstration Residential Quarters (Buildings and Industrial Zones) formulated by the Ministry of Construction, the Property Service Grade Standard for Ordinary Residential Quarters formulated by the China Property Management Institute, and other service quality requirements formulated by national administrative departments and local governments. There are: Interim Measures for the Management of Bidding for Early Property Management, Measures for the Management of Property Service Charges, Regulations on the Management of Urban Housing Renovation, Scope and Standards of Housing Renovation, Standards for Quality Inspection and Evaluation of Housing Renovation Projects, etc. This also gives restrictions and regulations to property management enterprises from the system, which makes property management enterprises pay more attention to quality management and quality control in the process of property management. To strengthen the quality management of residential property management, we must first understand the shortcomings and problems existing in the management of property management enterprises in China. A residential area is managed by a property management enterprise, which mainly includes the following aspects: customer service management, project management, greening management, safety management, file management and intelligent management. However, there are defects in property management, and the serious unqualified quality is the main management aspect of these property management enterprises. First, customer service management. The function of this department is to contact the owners directly, provide them with information and accept their inquiries and demands. Some also play the role of coordinating the work of various departments (most residential areas are like this), and the most important thing is to play the role of "bridge" between owners and property management enterprises. However, in the investigation of various communities, we found that many owners are not satisfied with the customer service of property management companies, mainly because of the cold service attitude, low service efficiency and insufficient coordination. Followed by engineering management. At present, in many residential areas, project management is also complained by owners in many aspects, mainly because some property companies do not have skilled maintenance managers because of cost problems, or managers have low service attitude towards owners, or maintenance management is not in place, or there are different degrees of delay. The third is file management and intelligent management. In terms of file management, there is a problem of owner information leakage, and some property managers use owner information for profit. The main problem of intelligent management is that the service is not in place, with a high degree of intelligence, but the level of operators is not enough, and there is no strict management such as swiping cards and registering. Fourth, greening management. One of the main reasons why many owners choose a residential area is that they are satisfied with the greening rate and suitable living environment of the residential area. However, after the management of the property management company, the owners often find that the green space maintenance is not in place, the green space area is reduced or the residential environment is deteriorated due to the change of green space. Of course, it does not rule out that the green space construction of real estate companies is not up to standard, but it is often caused by the late management of property management companies or the neglect of green space management. Finally, security. The owners of many communities have been stolen, robbed and killed, which shows the seriousness of the problem. The problems listed above in the residential area management of property management enterprises show that there are very serious mistakes in the management of property management enterprises now, and these mistakes also show that the quality of residential property management has not reached the standard at all. In the process of property management in residential quarters, it is urgent to establish a quality management system, improve the management quality, and strengthen the whole process and all-round quality supervision and control. Then, how should property management enterprises strengthen quality management in the process of managing residential properties? How can we effectively achieve "efficiency by quality" and "development by quality"? In my opinion, in order to truly realize the quality management of residential property management and truly achieve "efficiency by quality" and "development by quality", we must do the following: First, formulate a strict and reasonable quality management system according to the laws and regulations of the state and government departments. No rules, no Fiona Fang. Only by formulating a reasonable and comprehensive quality management system for residential property management, and guiding and restraining the management and staff in the system, can we control the quality of property service from the source, make all kinds of quality management have rules to follow, make employees take root in the idea of improving the quality of property service, and make their usual activities consciously demand themselves with various quality standards, always pay attention to quality and have quality in everything. Secondly, we should establish the concept of "people-oriented", define our clients, be owner-oriented, service is more important than management, and establish a firm sense of service. The essence of residential property management by property management enterprises is to serve the owners. Only in specific service actions can we truly think of what the owners think and worry about what the owners are anxious about. Put the owner in the first place and solve all the problems related to each property of the owner with a high level and great enthusiasm. Always "owner first, service first". Only in this way can we achieve a high level of management quality, truly satisfy the owners and promote the harmony between the owners and the management enterprises. Thirdly, all managers and staff of property management enterprises should fully understand and master the situation of owners and communities under their jurisdiction, as well as the specific situation of houses, facilities and equipment under their jurisdiction. Standardize the working method of "process control", service is a process, and the end of the process reflects the completion of the service. In this process, the details of each step can reflect the quality; Adhering to the work style of "continuous improvement", the improvement of service quality cannot be achieved overnight. It is necessary to continuously improve and make continuous efforts to upgrade the service quality to a new platform, and it is inevitable to adhere to the work style of "continuous improvement". Advocating the working idea of "details", with the increasing popularity of property management, the homogenization tendency is becoming more and more obvious, and the macro service needs can be mastered, such as the basic needs: security, cleaning, greening, maintenance, parking and other service functions of the community, as long as it is a property management enterprise. However, the service quality level of property management enterprises is ultimately reflected in the meticulous service to customers. In addition, the content of property management is complex, and the number and amount of facilities and equipment managed are huge. Therefore, it is necessary to master their debugging time, service cycle, service life, operation methods, main technical parameters, maintenance methods and so on. And keep it in good condition at all times, otherwise, it will be difficult to give full play to the due efficiency of facilities and equipment. Maintenance is the most basic business of property management, and it is an important guarantee to keep the property intact and prolong its service life. Good maintenance and management can ensure the safety and technical performance of equipment in operation, because house equipment will be worn and destroyed due to long-term use, natural action or improper use. If we strengthen the maintenance of housing equipment, we can avoid the damage of housing equipment due to the above reasons and ensure its normal operation; Strengthening the maintenance and management of housing equipment can improve the service life and efficiency of housing equipment, not only save money for enterprises, improve operating efficiency, but also lay a good foundation for maintaining and increasing the value of enterprise property. Finally, people (managers and staff who directly manage the property) are the most important factors in the quality management of residential property management, and the quality of property management department depends on the quality of staff in the final analysis. In the management process, all quality management and quality control, as well as specific management, are operated by people. Only when the employees of the property management enterprises who directly contact and manage residential areas truly take quality management as the starting point of all their work, and all their work revolves around providing high-quality and high-satisfaction property management for the owners, will the quality management of property management not only go deep into the hearts of employees, but also be put into action, speak with facts, and let the owners be satisfied with the property management provided by the property management enterprises and affirm it with practical actions. In order to make employees "always remember quality first" and "always take quality as the first coordinate", we must start from the following aspects: improving the overall quality of service personnel. The quality of service provided by property management enterprises directly affects the owners' impression of property management enterprises, and the key of service quality lies in the service providers, including their working attitude, responsibility and enthusiasm. Property management is the last link in the comprehensive development of real estate, and it is a labor-intensive industry. Service personnel (including security guards, cleaners, engineers and other grassroots workers) enter the property management industry at a relatively low starting point, but it does not mean that the service level they provide will be low. The key is how to improve the quality of employees. As a property management enterprise, the first task is to make employees have a correct service attitude, strengthen their sense of responsibility, improve their cultural level and skills in dealing with people through education, training and re-learning. They are no longer simple mechanized workers, but compound talents who understand management, have skills and are good at communication. Coupled with efficient management methods, they can naturally provide satisfactory services for the owners. On the contrary, if the property management enterprises do not strive to improve these conditions, the psychology and image of the owners will be greatly reduced, so it is tantamount to "it is difficult to go to heaven" to achieve quality management in property management. Personnel training is a must for property management personnel. Only by paying attention to the training of personnel can we improve the ability of employees in all aspects and build a team of employees with good quality, and we can really talk about the quality management in the process of residential property management. Employees can adapt to the work of the property management department through self-study and self-exploration, but often because knowledge comes from practical experience, it is impossible to summarize and theorize the whole process of quality management, especially quality management. If our property management enterprises can carry out training in an organized and planned way, it can speed up employees' learning, improve their knowledge and technical level, and enable employees to master service technology, skills and methods more quickly. Property management companies should provide targeted quality management training to their employees. Proceeding from reality, in order to make the training consistent with the use, it is necessary to make a comprehensive plan, formulate a training plan according to the actual situation of employees, select training content and training methods in a targeted manner, and try to adopt intuitive methods to facilitate employees to learn in practice. In addition to arranging professional knowledge and skills training in quality management and quality control, we should also strengthen training in professional ethics, enterprise rules and regulations and corporate culture, because the effect of these trainings largely determines the final level of employees in actual quality management and quality supervision and control. Quality management is a process, it is all aspects of a thing, not just a period of time, one aspect. The management of residential areas by property management enterprises is a model of all-round and whole-process management, so the requirements for quality are very high.