Property service quality management

Introduction: When it comes to quality management, especially in the property industry, many enterprises have unspeakable difficulties, almost? Chicken ribs? What is the status of quality management in the property industry?

First, the basic concept of total quality management

Total Quality Management (TQM) is a systematic management activity that takes quality as the center, ensures and improves the quality of products and services, and based on the participation of all employees, comprehensively applies a set of quality management systems, means and methods in the research, planning, design, manufacturing, sales and after-sales of products and services, so as to satisfy customers and benefit all members of the organization and the whole society.

On the basis of comprehensively refining the practical experience and theoretical analysis of contemporary quality management, the international organization for standardization has established? Eight quality management principles? Help all kinds of organizations apply these principles to establish quality management systems and improve their performance.

(1) Pay attention to customers

(2) Leadership

(3) Full participation

(4) Process method

(e) Management methods of the system

(6) continuous improvement

(7) Decision-making method based on facts

(8) mutually beneficial relationship with suppliers

Second, establish a quality management system.

(A) the meaning of quality management system

What is the definition of Iso900 1:2005 standard? Command and control the quality management system of the organization? , usually including the formulation of quality policies, objectives and quality planning, quality control, quality assurance and quality improvement activities. In order to achieve the goal of quality management and effectively carry out various quality management activities, it is necessary to establish a corresponding management system, which is the quality management system.

In order to meet the requirements of the quality management system, the Technical Committee on Quality Management and Quality Assurance of the International Organization for Standardization has formulated iso9000 series standards, which are applicable to organizations of different types, products, scales and properties. This kind of standard consists of several interrelated or complementary individual standards, among which iso900 1 Quality Management System Requirements is well known.

The quality management system has the following connotations:

(1) The quality management system consists of many elements;

(2) To implement quality management, quality policies and quality objectives must be formulated;

(3) Quality management system is the whole process management of product quality formation;

(4) An organization usually has only one quality management system.

(2) Steps to establish a quality management system

It generally takes six stages for a property service enterprise or management office to establish a quality management system.

1. Planning and design of quality system

(1) education and training, unified understanding.

Enterprises should carry out the universal education of implementing iso9000 family standards and establishing quality management system for all employees.

(2) Organize implementation and draw up plans.

(3) Determine the quality policy and set the quality objectives.

(4) Investigation and analysis of current situation.

(5) Adjust the organizational structure and division of functions.

2. Preparation of quality system documents

Quality system documents generally include quality manuals, program documents, work instructions and quality records.

(1) quality manual.

Quality manual is the main document that summarizes, expounds and guides the practice of quality system, and it is a programmatic document that should be followed for a long time in enterprise quality management and quality assurance activities. At the same time, the quality manual is also a guarantee document for the enterprise itself to provide customers with services that meet the specified requirements, and is used for third-party certification.

The contents of quality manual generally include: quality manual catalogue, quality manual instruction (the scope of application of the manual, etc.). ), quality policy and objectives, organizational structure, document requirements, management responsibilities, resource management, product realization, monitoring and measurement, etc.

(2) program files.

A program is a prescribed method to complete an activity, and a file describing the program is called a program file. The procedure document is the supporting document of the quality manual, and it is the document that guides employees to carry out and complete the policies and objectives expressed in the content of the quality manual. Each quality system program document should be aimed at logically independent activities in the quality system, especially cross-functional activities.

(3) Work instructions.

Work instructions are documents that explain in detail how specific operations are carried out. It describes the methods and requirements for carrying out activities, and generally applies to activities within a certain functional scope. It is a concrete extension and supplement of the quality manual and program documents. Usually, program documents should be compiled first, and then work instructions should be compiled. If the program documents can be clearly described, there is no need to prepare work instructions; Under special circumstances, there may be no program file, but the quality manual can be directly formulated by the work instruction.

Property project work instructions generally include the following two parts:

(1) project responsibility. Including project organization chart, project responsibilities and authority, project manager responsibilities, project assistant manager responsibilities, professional supervisor responsibilities (engineering supervisor, customer service supervisor, order supervisor, etc.). ) and general employee responsibilities (customer service waiter, order maintainer, mechanic, cleaner, etc.). ).

② Service operation instructions. Including complaint handling work instruction, secondary decoration management work instruction, generator set operation work instruction, toilet cleaning work instruction, lawn maintenance work instruction, etc.

(4) Quality records.

Quality records are documents that provide objective evidence for completed activities or obtained results.

Property engineering quality records include but are not limited to the following contents:

3. The operation of the quality system

After the quality system documents are compiled, the quality system will enter the trial operation stage. Its purpose is to test the effectiveness and coordination of the quality system documents through operation, and take improvement measures and corrective measures for the exposed problems, so as to further improve the quality system documents. During the trial operation of the quality system, we should focus on the following work:

(1) Publicize the quality system documents in a targeted manner.

(2) Coordinate and improve the problems exposed in the trial operation of the system, such as imperfect system design.

(3) Strengthen information management.

4. Quality system review

The steps of quality system review mainly include:

(1) Management review planning. Mainly determine the time, place, content and basis of the review and the person in charge of the review.

(2) Management review input. It mainly includes: audit results, customer feedback, process performance and product compliance, preventive and corrective measures, follow-up measures of previous management reviews, changes and improvement suggestions that may affect the quality management system.

(3) Review preparation. Mainly includes: whether the quality policy and quality objectives are appropriate; The operation of quality system documents and the main problems; Internal quality system audit report; Quality problem analysis report; The implementation effect of corrective and preventive measures; Quality information feedback.

(4) Implementation of management review. The meeting was convened by the management representative, with the participation of quality management related personnel and department heads. Should be summarized and sorted out after the review meeting? Quality review report? .

(5) The output of management review. It mainly includes: the improvement of quality management system and its process effectiveness; Product improvement related to customer requirements; Required resources.

(6) Tracking and inspection of management review. It mainly includes: tracking the implementation work and filing relevant records.

Management review is generally arranged at least once a year after the internal quality system audit is completed and before the external quality management system audit begins, and the interval between two management reviews shall not exceed one year.

5. Quality management

Quality control refers to all kinds of quality operation techniques and activities to monitor the quality formation process, eliminate the factors that lead to unqualified or unsatisfactory results in all stages of quality environment, meet quality requirements and obtain economic benefits.

(1) measurement and monitoring. Conduct daily self-inspection and service inspection through various checklists (the main tools for finding problems), and monitor the quality management activities of property projects through regular internal audit and random inspection.

(2) Statistical analysis. Regularly analyze the data collected every day in property service activities and the results of property service inspection/inspection, so as to get the corresponding results, the discovery of problems, the countermeasures of problems, etc.

(3) Corrective prevention and fault remedy. Problems found in inspection/inspection must be dealt with, and corresponding measures and tracking records should be taken to deal with them, and the results should be reinspected. Unqualified products should be reprocessed until they are qualified; Those who pass the inspection shall be confirmed and signed to close the quality improvement ring.

Property service enterprises often take the following measures in quality control: on-site personnel fill in work records (such as engineering service work records, equipment operation records, equipment operation check lists, and equipment regular maintenance records); Professional supervisors should carry out work inspection (such as customer service checklist); The quality supervisor shall conduct quality inspection on behalf of the management office manager (such as Customer Service Checklist); The property management department of the company shall review the internal processes of the management office (such as the internal audit list). In addition, property services companies also conduct quality control through mysterious customer surveys, customer return visits and customer satisfaction surveys.

6. Quality improvement

(1) Corrective measures.

Enterprises or management offices should take measures to eliminate the causes of non-conformity and prevent the recurrence of non-conformity.

(2) Preventive measures.

Enterprises or management offices should take measures to eliminate the causes of potential nonconformities and prevent the recurrence of nonconformities.

There are seven commonly used quality improvement tools: causal diagram, Pareto diagram, histogram, checklist, hierarchical method, scatter diagram and control diagram.

Three, the implementation of quality management matters needing attention

(1) Strengthening personnel training is an important guarantee for implementing quality management.

(2) Enterprises must implement a series of quality management standards according to their own specific conditions and relevant laws, regulations and norms? Tailored? Otherwise, even the best theory and advanced management mode can only get twice the result with half the effort.

(3) Quality management needs to break the barriers between departments, and cross-departmental quality activities are helpful to improve design, service, quality and cost.

(4) With regard to the quality control of property services, property service enterprises should devote themselves to building a self-independent operation mechanism of the management office, and encourage the employees of the management office to be willing to find problems; Guide grass-roots managers to analyze and find the reasons behind the problems; Assist front-line staff to find out the countermeasures, eliminate the reasons behind the problems, and follow up the implementation of the countermeasures until the problems are solved and the verification is closed.

(5) The management office is the most basic business unit of the realty service enterprise. Enterprises should systematically deconstruct this cell, seek the standardization, specialization and activation of its core growth factors, and constantly strengthen it, so that property service enterprises can grow healthily and develop for a long time.

(6) The quality management personnel of the realty service enterprise should realize that finding problems is the premise of solving problems, and should separate finding problems from solving problems, and don't worry about the difficulty of solving problems while finding problems; To cultivate? Willing to ask questions? Quality management culture, research and solve problems, should have breakthrough thinking and constructive thinking.

(7) Property service companies can't just embrace it? Big stick? Conduct quality audit on the management office. After the audit finds problems, it is necessary to guide the management office to find the reasons behind the problems and expand the management office's vision of thinking about problems. Enterprises should provide and train management offices to use more management tools, such as tools for finding problems and tools for solving problems. At the same time, in the process of quality audit, we should discuss the effectiveness of the system documents with the management office and make necessary modifications to the contents of the documents.