Management methods of property quality management

Everything in a property management enterprise is quality, and every gesture and action is service. Quality runs through the whole service process of property management. Quality management method has become the main clue and method in the service process of property management. There are many methods of quality management, and the most fundamental thing is to establish the quality culture of property management enterprises. The author will focus on the establishment and development of property management service quality culture, and further elaborate the work in several aspects that are mainly concerned:

1. Establish the working concept of "taking customer needs as the core"

The service objects of property management enterprises are owners and users, which is the most fundamental reason for the existence of property management enterprises. If we lose them, we will lose the value of the property management company.

2. Establish the working policy of "first satisfying employees, then satisfying customers".

Without employees, there is no property management enterprise. Employees are the ultimate embodiment of the service implementation of property management enterprises. Only when a property management enterprise has a large number of professional, enthusiastic, voluntary and diligent employees can the service level of the property management enterprise be improved and the service quality be recognized by customers.

3. Advocate a "fact-based" work attitude.

In order to grow and develop, property management enterprises must actively advocate the working attitude of "based on facts", that is, the working attitude of "seeking truth from facts", and provide corresponding services to customers according to customer needs, all resources of property management enterprises and national laws and regulations, so as to gain customer recognition and create a harmonious partnership environment between property management enterprises, property management owners and users.

4. Standardize the working methods 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.

5. Adhere 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".

6. Advocate the working concept of "details"

With the continuous expansion of the 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.

The establishment of quality culture in the above aspects also needs a cultural core, which is the attention of leaders. Without the support and practice of leaders, quality culture will be a blank sheet of paper, which seems inadequate. The quality consciousness of leaders is the main axis of quality culture of property management enterprises. The leadership mentioned here refers not only to the general manager of the property management enterprise, but also to the middle-level leadership collective including the general manager, because the senior leaders point out the direction and the middle-level leaders lead the team.