3 property management company quality service work plan

3 property management company quality service work plan

Property management company is an economic entity with independent legal personality, specializing in the professional management of permanent buildings, ancillary equipment, facilities, related sites and surrounding environment, providing a good living or working environment for owners and non-owners. The following is the work plan of the property management company I brought you for your reference.

0 1 1, total service quality management. The source of service quality management is to appeal to the satisfaction of service and owners (users). Highlight active service, timely service and enthusiastic service. Take the responsibility system as the key means to implement the service quality of all staff. Fully mobilize the enthusiasm and creativity of all managers and owners (users), and promote our employees to continuously improve their quality and firmly establish? Quality first? The concept of caring about the quality of property services and participating in quality management.

(1) objective: comprehensively carry out quality management and improve the quality of service and management.

(2) the focus of work

The service quality of the project management office is the core of quality management, and the management quality of the company's functional departments is the guarantee of the service quality of each project management office. Therefore, under the leadership of the company, the quality department will first focus on the following aspects to improve management quality:

1. Improve the concept of front-line service of functional departments and improve the quality of teamwork. The functional departments of the company first serve the project management office and provide various support for the project management office; The second is monitoring, which contributes to the realization of various indicators of the project management office. Only by establishing the concept of serving the front line can we create a harmonious working environment and teamwork. Management will be smoother and more effective.

2. Improve the outlook on political achievements. Put employee and owner satisfaction assessment and financial assessment in the same important position, and implement total quality management.

3. Improve management methods and improve the quality of system implementation. Going to the scene more and walking around the management will not only help to improve themselves, but also help front-line employees to improve their ability to find and solve problems on the spot. Improve the management style of cadres to employees. Learn more about employees' ideological trends and working conditions, and care for and stimulate employees' work enthusiasm and enthusiasm. Reduce the enthusiasm and enthusiasm of employees caused by improper management methods. When implementing the system, we must first communicate accurately and improve the quality of system implementation.

4. Improve on-the-job training methods and improve training quality. Select training content according to the different work scope of employees and organize training respectively. The training of grass-roots personnel emphasizes operability and service quality awareness; The training of managers highlights the management ability and the management quality consciousness of initiative, keenness, advance and pragmatism.

5. Optimize the system and improve the quality of its own enforceability. Formulate job responsibilities and detailed descriptions, work operation manuals and service quality standards, improve the performance appraisal system and improve the quality supervision mechanism. Ensure that all services are standardized and orderly. Whether the system is scientific and realistic is directly related to the effectiveness of the system. The higher the effectiveness of the system, the more enforceable it is, and it can be a work guide for employees to improve service quality. Complex and cumbersome rules and regulations can only force service personnel to passively perform service operation procedures.

6. Improve the project management system. In order to improve service efficiency and management quality, enterprises must try their best to delete complicated and unnecessary rules and regulations and operating procedures that restrict employees' decision-making power, and encourage service personnel to creatively and actively provide quality services to owners in the performance appraisal and reward and punishment system of enterprises.

Second, focus on managing the service quality of each project management office. Service quality mainly includes the following aspects: the quality of infrastructure maintenance, the quality of property management services (service attitude, service skills, service methods, service efficiency, service etiquette, cleanliness and safety, etc.). ), as well as the environmental atmosphere of the property community. Specifically, the quality management of service quality starts from the following aspects:

(a), the whole service quality management. The source of service quality management is to appeal to the satisfaction of service and owners (users). Highlight active service, timely service and enthusiastic service. Take the responsibility system as the key means to implement the service quality of all staff. Fully mobilize the enthusiasm and creativity of all managers and owners (users), and promote our employees to continuously improve their quality and firmly establish? Quality first? The concept of caring about the quality of property services and participating in quality management.

(2) The whole process management of service quality. Shift the focus of property management from post-inspection to pre-prevention, from focusing on results to focusing on factors to prevent problems before they happen; We should not only pay attention to the work in service, but also pay attention to the preparation before service and all the aftermath after service.

(3) Create a humanized service quality management environment. Strengthen the enterprise? Spirit? Management and the construction of enterprise humanistic environment. Create one for employees? Are you happy? A good working environment and a social environment with good interpersonal relationship and social morality for the owners are also important objectives of quality management. Without happy employees, creative work of happy employees and trust and cooperation of owners, there can be no high-quality service.

02 1. To improve the quality of on-site maintenance, the customer service administrator is required to pay a return visit and follow up the owner's application for repair, and reply and solve the feedback problems of the owner in time.

2. Continue to do a good job in watering the park lawn, as well as greening and maintenance. Happy "beautiful homeland.

3. Customer service administrators should strengthen building inspections and deal with security problems found in public areas in a timely manner.

4. Increase the security force, strengthen the patrol frequency of the park, do a good job in various security services, and improve the service quality.

5. Do a good job of flood control in summer to ensure the normal operation of all facilities and equipment in the community.

6. Focus on cleaning up the corridor, B2 sundries in the corridor, charging electric vehicles, and standardizing the placement. At the same time, we also hope that the owners will actively cooperate to eliminate potential safety hazards.

7. Do a good job of supervision and inspection during decoration construction, and implement it in accordance with relevant management regulations, and strictly manage decoration garbage.

8. Upgrade the access door of each unit. The angle of the access door is changed from 90 degrees to 180 degrees, which can be closed automatically.

9. Keep following? Bright sword for 60 days? Quality improvement plan, earnestly implement and promote all work, and continue to do it well? Send early and welcome late? Serve the owners well with a smile and improve the quality of property services.

10. Improve the sanitary quality of the park in an all-round way, clean up dead corners, and make the glass bright and the roads clean.

First, improve the supervision and incentive mechanism and continuously improve the quality of property services.

(a) standardize the maintenance, customer service, environment and other file management.

Organized three trainings and exchanges on standardized document management for managers, project leaders, maintenance, customer service and office related personnel of various property offices. Based on the quality standard system, the problems existing in the document management of each project, such as imperfect records and untimely filing, were rectified within a time limit, which laid the foundation for the smooth progress of internal audit and external audit and promoted the standardization and standardization of property management.

(two) to formulate and implement the three-level responsibility management measures.

Formulated the management measures for the three-level responsibility certificate of property companies? Safety first, prevention first? As a guideline, according to? Who's in charge? Who's in charge? Positioning and implementation of responsibilities? Three-level safety management? . The property head office signs a letter of responsibility with the group, the project manager signs a letter of responsibility with the head office, the supervisor signs a letter of responsibility with the project manager, and the employee signs a letter of responsibility with the supervisor. Signed letters of responsibility with 15 property department managers and 3 functional department managers. After signing the responsibility certificate, the project leader's awareness of safety management was enhanced and the enterprise risk was effectively reduced. Statistics show that there is only one industrial accident in 20XX years. The signing of the responsibility book is of positive significance to the sound development of all the work within the scope of the property company.

(3) Manager's quarterly performance appraisal

The implementation method of quarterly assessment of project managers, the content and scoring rules of performance assessment of project managers, and the content and scoring rules of performance assessment of functional department managers were formulated. In the second, third and fourth quarters, the project manager and the functional department manager were assessed quarterly.

Through the assessment of the actual situation of each project manager's quarterly work, the monthly performance salary is closely combined with the actual work performance. Using the incentive of performance pay to improve the enthusiasm of managers can promote the improvement of service quality.