How should property service enterprises improve their competitiveness?

Enhance the core competitiveness of property management enterprises

-It is necessary to comprehensively improve the service quality of property management.

Hello everyone!

Thank you very much for the advanced business philosophy and management experience of Vanke Property introduced by Wu Gang, deputy general manager of Vanke Property.

Today, we get together to discuss the development of property management, which is a common concern of the industry and the outside world. I feel that this is a big topic, which involves the political and economic construction, humanistic and cultural construction, legal construction, harmonious society construction, environmental construction and market economy construction of the whole society. From the development of property management industry, it involves more and more extensive social market demand, standardized rules and regulations, orderly competition mechanism, the performance of honest behavior, and the cooperation and support of all sectors of society. Judging from the development of property management enterprises, the standardization and maturity of the property management market depends on the core competitiveness of the enterprises themselves.

Core competitiveness is the foundation of enterprise development. To continuously enhance the core competitiveness of enterprises, we must strive to create our own advantages. Advantages are divided into relative advantages and incomparable advantages, that is, their unique absolute advantages. Vanke Property's "specialization, standardization and transparency = Vanke", I think this is Vanke's core competitiveness. But there is no comparability at present, so it is impossible to imitate and simulate. Only such an absolute advantage can make the enterprise develop healthily and continuously.

Today, we discuss the development of property management. I will talk about my own understanding from the aspects of strengthening the core competitiveness of property management enterprises and comprehensively improving the quality of property management services. Please correct me.

The quality of property management service is not only related to the improvement of people's living environment and living standards, but also affects the construction of a harmonious society. With the development of China's economic construction, the social demand for property management is more and more extensive, and the level involved in the property management industry has also changed from serving a single residential area in the past to serving all kinds of property management.

However, the service quality of property management has not fully adapted to the market demand of property management and the environment required by social development, leading to various misunderstandings and contradictions in the development of property management industry. Therefore, in the period of increasing market demand for property management services, in order to make the property management industry develop healthily in the right direction, it is necessary to comprehensively improve the service quality of property management.

First, to comprehensively improve the service quality of property management, we must first have a comprehensive understanding of the service quality of property management. Should have the corresponding professional and technical skills, modern social science knowledge, perfect service items and methods, enthusiastic service attitude and fine service skills, civilized and standardized service behavior and efficient service process, environmental awareness and energy-saving measures. It is necessary to extend the rich connotation of property management services to the whole field of management services, improve the service quality of all-round property management, and fully meet the different needs of different environments, different facilities and different customers.

The service quality of property management depends on the improvement of service consciousness of enterprise team and all employees. It is necessary to define the enterprise objectives, understand the customer needs, rely on the cooperation of all departments and positions of the enterprise, comprehensively apply modern enterprise management technology, establish and improve the quality management system, improve the supervision and inspection measures and work assessment standards, establish an effective customer supervision mechanism and smooth communication channels, and truly form a comprehensive service quality assurance system for property management.

Second, the service quality of property management has the characteristics of full participation, whole process management, regional concern and dynamic change.

1, full participation. The service quality of property management is a comprehensive reflection of every department, every post employee, every work link, every time node and every specific event of the property management enterprise. We must improve the service quality consciousness of all employees under the guidance of enterprise concept, and everyone's work effect is the concrete performance of service quality. Only all employees attach importance to service quality and realize that service quality is the fundamental condition for the survival and development of enterprises. Only when all employees attach importance to service quality can customers have satisfactory results. The service quality of property management must have strong team spirit, full service consciousness and full participation.

2. Whole process management. For example, the whole process of residential property management is divided into several stages, such as early intervention, undertaking inspection, check-in and delivery in early management, decoration management, moving and living, and daily management. Although the length of time, work content and focus of each stage are different, the service quality inspection items of property management are also different, but the service quality of property management should run through the whole process. Every stage must have corresponding service quality standards.

In the early intervention stage, it is necessary to improve the project planning and design, facilitate the use, management and maintenance, save energy and reduce consumption, protect the environment and put people first. Supervise the project quality and supervise the construction progress, and focus on early intervention in property management to prevent problems before they happen; To undertake the house inspection stage, we should establish the idea of serving the owners, and the project quality should stand the inspection of the owners to prevent the project defects and property use risks from being passed on to the owners; In the check-in and delivery stages, the procedures are simple, quick, convenient and accurate. In the decoration management stage, introduce fashionable home culture, energy-saving and environmental protection materials to the owners to ensure the safety and standardization of construction behavior; In the stage of moving and living, provide all kinds of help measures for the owners to settle down as soon as possible; The daily management stage is also a period of long-term inspection and inspection of the comprehensive service quality of property management. During this period, it is necessary to form a perfect all-round service quality assurance system, improve fast and efficient workflow and communication channels with customers.

The whole region attaches great importance to it. The service quality of property management shall be subject to the supervision of all owners in the property management area. The service quality of property management is not only the key work of property management enterprises, but also the important work of owners and owners' committees. In particular, it is necessary to incorporate the daily work of the owners' committee into the service quality system of property management and form a unified service quality standard for the whole property management area.

4. Dynamic change. Property management, managing things and serving people. The environment, facilities and people's needs in the region change with the changes of environment and conditions. Such as season, time, climate and other factors change, the content requirements of property management service quality are also changing. With the progress of society, the development of economy and the improvement of people's living standards, the service quality requirements for property management will be higher and higher. The overall development of the property management industry and the change of the overall quality of the personnel structure all affect the service quality of property management. The changing factors are more and more complicated, including human factors, environmental factors, material factors and policy factors. There are internal and external factors in the field of enterprise and property management. In order to ensure the service quality of property management in dynamic changes, we must actively control the factors that affect the service quality. Modern scientific management methods and comprehensive knowledge of social sciences should be widely and flexibly applied to the service quality of property management. In order to ensure the dynamic quality of property management services, we must actively use the available effective resources such as good people, money, materials and information to ensure the continuous improvement of the changing quality of property management services.

Third, to improve the service quality of property management, we must improve the comprehensive management measures of service quality. To improve the quality of property management services, we should adapt to the characteristics of property management services and narrow the gap between the social demand for property management services and the quality of services. To improve the service quality of property management, it is necessary to control the service quality management in an all-round way.

1. To establish and improve the quality management system of property management services, we should launch newer and higher commitments with brand-new ideas, the latest information and the higher-level needs of customers. The service quality management system should strengthen the management of new commitments, so that customers can continuously enjoy a higher level of satisfaction in the service quality management system.

2. Constantly strengthen the education of enterprise employees, improve their awareness of service quality management, enable employees to master the methods and technologies of service quality management, firmly establish the service quality awareness of property management, and improve their sense of responsibility in service quality management. So as to consciously improve business work ability and service operation skills, and strengthen workflow and efficiency.

Strengthen the responsibility system of service quality management, organize the responsibilities and work of all staff into a strict system, and better ensure the service quality and service quality management of property management.

3. In order to continuously improve the service quality of property management and strengthen the service quality management, the service quality is analyzed and evaluated regularly. The evaluation scope includes the operation, management and operation mechanism within the enterprise; Property management service process, customer service satisfaction rate and comfort, facilities and equipment functions, service content and characteristics, service guarantee system and supervision and inspection mechanism, information collection and feedback, etc. Only service quality management can continuously improve service quality.

To improve the quality of property management services in an all-round way, we should not only emphasize the scientific management mode, but also highlight the people-oriented management service, and infiltrate the emotional communication with customers into the quality service. Encourage customers to participate in property management activities, incorporate their wishes into decision-making and supervision mechanisms, and incorporate the daily work of owners' committees into the service quality management system.

Comprehensively improving the service quality of property management and service quality management system management is a complex project of property management, which involves a wide range and is serious, and must be continuously improved and perfected. In order to strengthen the core competitiveness of enterprises and establish the absolute advantage of enterprise development, it is necessary to establish a property management service quality management model with strong operability and adapting to social needs.

Of course, the core competitiveness of an enterprise is the combination of its absolute advantages. Under the guarantee of quality management system, we will comprehensively enhance the joint efforts of enterprises, promote the development of enterprises and promote the development of the industry.