Annual Work Plan of Property Environment Department

Time passed quickly, and the blink of an eye passed. At the same time, our work is constantly updated and iterated. Make a good plan and make yourself a more competitive person. I believe everyone is worried about writing a plan again, right The following is the annual work plan of the Ministry of Property and Environment compiled by me for your reference, hoping to help friends in need.

The annual work plan of the Ministry of Property and Environment (1) continuously improves the satisfaction of the owners, introduces the competition mechanism, and obtains the maximum social, environmental and economic benefits for the company at the lowest cost. The following company work plan is hereby formulated. Since its establishment, xx Property Management Company has gradually entered the stage of operation and management under the care of company leaders. In order to make the property management company meet the expectations of the group leaders (self-management, self-financing), the property management company is facing severe challenges. In order to win the market, upgrade the brand, establish a new image of the property, continuously improve the service level and quality of property management, strengthen the comprehensive quality of employees and improve their comprehensive management ability, strengthen communication and cooperation with the owners, continuously enhance their understanding, meet the needs of the owners, continuously improve their satisfaction, introduce a competitive employment mechanism, and obtain the maximum social, environmental and economic benefits for the company at the lowest cost, the following work plan is formulated:

First, give full play to the spirit of unity and cooperation of xx property management company, mobilize the subjective initiative of employees, and enhance the sense of ownership.

1. Hold a working meeting regularly every week. While summing up the work, actively and fully listen to the voices, opinions or reasonable suggestions or criticisms of grassroots employees.

2. Conduct team activities irregularly. Organize employees to carry out health care publicity, care for the surrounding environment of the community and other activities to enhance the cohesion and centripetal force of employees.

Second, change ideas, correct attitudes, and firmly establish the awareness of serving the owners (tenants).

In order to improve the service level, we will implement the "responsibility system of all staff taking the lead". Every employee has the responsibility and obligation to receive the suggestions from the owners and visitors, and transmit them to the service center at the first time, and has the obligation to track the processing results and inform the recommenders so that the service can be fully reflected from beginning to end. Establish the owner as the center and promote the "one-stop" brand-new service concept.

Third, activate the management mechanism

1, the management office implements the responsibility system of internal division of labor step by step, that is, the employees in each department have a clear division of labor, do their jobs and do their best, and report directly to the supervisor, who is directly responsible to the manager. At the same time, each supervisor and the person in charge of the management office signed a management objective responsibility letter.

2. The management office implements the system of regular duty, changes the work style, improves the work efficiency, announces the permanent telephone number of the management office to the owner, and listens to the owner's voice in all directions.

3. Formulate practical management measures and implement the "first inquiry responsibility system".

4, improve the management rules and regulations, such as management code, post responsibility system, performance appraisal system, internal staff rewards and punishments system, etc.

5. Quantify the monthly performance appraisal as much as possible, establish an incentive mechanism and improve the performance appraisal system, and reward the diligent and punish the lazy according to the employees' work performance, work performance and job skills, so as to encourage the advanced and spur the backward.

6, improve the system of choose and employ persons, competition for posts, the last out. Really provide development space and opportunities for employees who work hard, perform well and have outstanding abilities.

7. Strengthen internal staff management, build an efficient team and enhance the cohesion of managers.

Four, strict management, improve the management level and service quality.

1, the effective complaint of the community owners to the government property department is zero; The effective complaint to the competent department of the property management company is 2%, and the return visit rate of complaint handling is 100%.

2. The satisfaction rate of community owners to service work is over 90%.

3, urgent repair rework in time, repair rate is not higher than 2%.

4, public security, vehicle, fire management without major management responsibility accidents.

5. The building itself, facilities and equipment are maintained as planned, running normally, and there is no management responsibility accident.

6. The management office plans to set up a community cultural activity group to carry out colorful community activities; Make full use of the publicity column to publish some blackboard newspapers involving property management laws and regulations, typical cases, newspaper abstracts and so on.

7. Records and materials of this year should be kept complete and filed in time.

8. The collection rate of property management service fees is over 95%; The property management report is published to the owner once a year.

Five, strengthen training, pay attention to the training effect.

The management office will select elite soldiers and set up a training implementation team with managers as the main body to train new employees and on-the-job employees:

1. New orientation training

Conduct basic knowledge and basic operation skills training for new employees. The purpose of the training is to make new employees understand the basic situation of the company (such as enterprise purpose, enterprise spirit, enterprise history, present situation and development trend) and get familiar with the company's various rules and regulations (such as attendance system, reward and punishment system, assessment system, etc.). ), master basic service knowledge (such as professional thinking, code of conduct, language norms, common sense of politeness, etc. ), and master the specific requirements of post work (such as post responsibility system, business skills and workflow) through pre-job training, so that new employees can be familiar with and adapt to the new working environment and master the necessary work skills.

Pre-job training content: company rules and regulations, employee handbook, employee etiquette norms, company development history, company planning, business philosophy, company organization, employee professional ethics, professionalism, fire safety knowledge, basic knowledge of property management, etc.

2. In-service training

Training content:

1, xx rules and regulations of property management company

2.xx Property Management Company Employee Manual

3. Enterprise development, company planning, company philosophy and organization.

4. Relevant professional knowledge of various departments

Through the above training content, strengthen the comprehensive quality training of employees and improve their comprehensive management ability.

VI. Enhance the brand of xx property service and create a new image of quality service.

1, human resources integration, according to the needs of the management office, appropriately merge some positions and functions to realize the compound talent management mechanism.

2. Customer Service: Continue to implement the employee handbook, pay attention to standardizing the service etiquette, work efficiency and service quality of employees, and provide customers with warm, polite, enthusiastic, safe and comfortable quality services.

3. Maintenance of equipment and facilities: According to the principle of mechanical and electrical operation and maintenance division, all mechanical and electrical facilities and equipment in the community are implemented layer by layer to ensure value for money, effective management and quality improvement. Ensure the normal operation of power supply and distribution, water supply and drainage, water pump and fire fighting. In the community, weekly, monthly and quarterly maintenance should be planned and implemented to prevent major safety accidents.

4. Cleaning and greening management: the cleaning and greening department should carry forward the spirit of ownership, enhance the sense of responsibility and mission, form team cohesion and implement the supervisor accountability system. In addition, it is necessary to strengthen the supervision of cleaning and greening, and strive for great improvement in this respect.

5. Data management: in strict accordance with the provisions of the archives management. In addition, it is planned to comprehensively sort out the owner's information and the information of the industry Committee, so as to make the catalogue clear, the retrieval convenient, the information of each household on the floor bagged, realize standardized management, and formulate and improve the confidentiality system, data borrowing and checking and other rules and regulations.

6. Vehicle management: strictly manage the vehicles entering the community and gradually realize the parking of the owner's vehicles in fixed parking spaces; Temporary vehicles are managed according to temporary charges; Take custody measures for vehicles that need to be kept, sign a vehicle custody contract, and the owner will pay the custody fee.

7. Safety and fire management: Strengthen the training of security personnel in meetings, etiquette, management skills, communication skills and emergency handling. , improve the identification system, and manage the entry and exit identification and registration of foreign personnel (decoration personnel), rental housing registration, household handling, etc. And require security guards to be familiar with about 80% of the owners in the community. Fire control facilities and equipment shall be inspected by security guards and maintained by maintenance workers.

Seven, do a good job of acceptance.

After the new property is completed and accepted, before the owner moves in, the property management company should set up a property takeover acceptance team in time to conduct a comprehensive takeover acceptance of the taken-over property to ensure that the taken-over property is basically qualified and meets the quality requirements of the owner. Acceptance of takeover is mainly visual acceptance and use acceptance, with emphasis on whether the visual acceptance is qualified and whether the use of facilities and equipment meets the requirements of the owner; Completion acceptance is an all-round internal and external quality acceptance; Take-over acceptance is a service-oriented acceptance of the owners in advance to prevent serious problems in property quality and extensive complaints from the owners, rather than a legally effective government evaluation behavior.

Eight, to carry out diversified measures

The management office will take the following series of measures to develop diversified businesses, strive to build a "community economic circle" and strive to achieve a balance of management fees.

1. According to the actual situation of the community, the management office set up a housing rental intermediary service center and a convenience service point, formulated relevant systems and effective measures, appointed people and created posts, and unified the housing and convenience services entrusted by the owners.

2. Make use of the ground resources of the square, and charge a certain fee to the merchants who temporarily occupy the space under the premise of being legal and convenient for the customers in the community.

3. Save management costs and reduce unnecessary expenses. Strictly control the purchase and expenditure of office supplies.

4. Revise the paid service standard of management office and increase the paid service items.

The annual work plan of the Ministry of Property and Environment is 20xx years. Under the correct guidance of the company's leaders and developers, the daily work of xx Property Management Office has been carried out smoothly, and the quality of security, engineering, cleaning and customer service has been obviously improved, but it is weak in the aspects of vehicle order management, public facilities and equipment maintenance management and internal personnel construction. 20xx will be a year for our property management work plan to be comprehensively upgraded, and we will make efforts to make up for the shortcomings and comprehensively upgrade to keep up with the development requirements of the company and developers. Specially formulated the 20xx property management work plan:

I. Security management

1), do a good job of public security management in the community and maintain good public security order.

2), learning rules and regulations and job responsibilities, especially the training of new employees. Continue to do a good job in the security of the community, ensure the normal order of the community, and provide a safe, comfortable and elegant living environment for the owners. Ensure that the community has no criminal cases for six years.

3) Strengthen the construction of internal strength echelon of the department and strive to cultivate the backbone.

4), do a good job of fire safety in the community, and strive to have no fire safety accidents throughout the year.

5) Strengthen military training and improve the overall military quality of department employees in 20xx.

6) Take the performance appraisal indicators as the standard, implement the target management responsibility system, and clarify the work responsibilities of security departments at all levels, and the responsibility lies with people. Through inspection and assessment, we can truly reward the diligent and punish the lazy, improve the enthusiasm of employees and promote the effective completion of the work.

Second, the engineering maintenance management

1) Manage, repair and maintain the operation of electricity, water supply and drainage, fire control, intercom monitoring and public facilities in the whole community to ensure the normal work of various equipment and facilities in the community.

2. Strengthen the supervision and management of decoration households.

3. Provide paid services for the owners.

Third, the management of environmental sanitation.

1) In terms of environmental sanitation, according to the actual situation of the community, it is mainly necessary to strengthen the salvage of leaves and moss for river cleaning. Make sure the river is clear and transparent.

2) Require the cleaning department to formulate a strict work plan, and supervise and inspect the cleaning work in combination with the cleaning work procedures and assessment methods. Continue to carry out the management of fixed-point stacking and centralized removal of decoration garbage bags, strengthen the sanitary inspection of the community, and ensure that the community is clean and beautiful.

3) Require the cleaning department to comply with the requirements of the developer.

Fourth, customer service management.

1) continuously strengthen the level and quality of customer service, and the owner's satisfaction rate reaches about 95%.

2) Further improve the level of property charges to ensure that the charging rate reaches about 96%.

3) Work closely with all departments to properly handle the disputes, opinions and suggestions of the owner in a timely manner.

4) Improve the customer service system and process, and basically realize institutionalized management.

5) Strengthen departmental training to ensure that the professional level of customer service personnel has been significantly improved.

According to the company's training policy, formulate the customer service management training work plan to improve service awareness and business level. Carry out targeted quality education for employees to promote their love and dedication. More exciting plus property community wechat. Repeatedly strengthen the training of employees from the aspects of service awareness, etiquette, business knowledge, coping ability, communication ability and self-discipline. , and check and implement in practical work, in order to improve the management service level and service quality, and improve the overall quality of employees.

Fifth, improve the daily management of the management office, carry out convenience work, and improve the satisfaction of the owners.

Standardize daily work with the system, improve community security, transportation, greening, and maintenance of public facilities and equipment to satisfy the owners, and add more wonderful WeChat to the property community. Vigorously carry out domestic cleaning services, garden maintenance, water and electricity maintenance and other paid services. , while providing quality services to the owners, it also increases the income of diversified management of the management office.

Six, according to the company's annual plan, to create a civilized and harmonious community.

According to the company's annual management work plan, the focus of work in 20xx years is to continue to do a good job in property safety management, strengthen service awareness, standardize service standards, strictly implement laws and regulations formulated by relevant state and municipal departments and various normative systems formulated by the company, and rectify and improve them item by item. According to the daily work assessment standards in the performance appraisal system, organize the training and study of employees in various departments and clarify the job requirements. Draw up the feasibility plan for the owner's vehicles to be parked in place as required. Cooperate with the development of various sales activities of developers and organize relevant departments to make preparations.

In 20xx, the Property Management Office will complete all tasks and assessment indicators with a pragmatic attitude towards property service, serve the owners wholeheartedly, and make great achievements in improving service quality.

Annual Work Plan of the Ministry of Property and Environment 3 According to the present situation of property management in X City, xx Property Management Co., Ltd. is facing severe challenges. In order to win the market, enhance the brand, establish a new image of xx property, continuously improve the service level and quality of property management, strengthen the comprehensive quality cultivation of staff and improve the comprehensive management ability, strengthen communication and cooperation with the owners, continuously improve their understanding with the owners and meet their needs. Continuously improve the owner satisfaction of the management office, introduce competition mechanism, and obtain the maximum social, environmental and economic benefits for the company at the lowest cost. To this end, the management office work plan is formulated:

First, give full play to the spirit of unity and cooperation of xx property management company, mobilize the subjective initiative of employees, and enhance the sense of ownership.

1. Hold a regular work meeting every half month. While summing up the work, actively and fully listen to the voices, opinions, rationalization suggestions or criticisms of grassroots employees.

2. Conduct team activities irregularly. Organize employees to carry out health care publicity, care for the surrounding environment of the community and other activities to enhance the cohesion and centripetal force of employees.

Second, change ideas, correct attitudes, and firmly establish the awareness of serving the owners (tenants).

Change the way of always waiting, wanting and relying, and establish a brand-new service concept centered on the owner.

Third, activate the management mechanism

1, the management office implements the responsibility system of internal division of labor step by step, that is, the employees in each department have a clear division of labor, do their jobs, do their best, and be directly responsible to the supervisor, who is directly responsible to the director. When necessary, each supervisor shall sign a management objective responsibility letter with the person in charge of the management office.

2. The management office implements the system of regular duty, changes the work style, improves the work efficiency, announces the permanent telephone number of the management office to the owner, and listens to the owner's voice in all directions.

3. Formulate practical management measures and implement the "first inquiry responsibility system".

4, improve the management rules and regulations, such as management code, post responsibility system, performance appraisal system, internal staff rewards and punishments system, etc.

5. Quantify the monthly performance appraisal as much as possible, establish an incentive mechanism and improve the performance appraisal system, and reward the diligent and punish the lazy according to the employees' work performance, work performance and job skills, so as to encourage the advanced and spur the backward.

6, improve the system of choose and employ persons, competition for posts, the last out. Really provide development space and opportunities for employees who work hard, perform well and have outstanding abilities.

7. Strengthen internal staff management, build an efficient team and enhance the cohesion of managers.

Four, strict management, improve the management level and service quality.

1, the effective complaint of the community owners to the government property department is zero; The effective complaint to the competent department of the property management company is 2%, and the return visit rate of complaint handling is xx%.

2. The satisfaction rate of community owners to service work is above xx%.

3, urgent repair rework in time, repair rate is not higher than xx%.

4, public security, vehicle, fire management without major management responsibility accidents.

5. The building itself, facilities and equipment are maintained as planned, running normally, and there is no management responsibility accident.

6. The management office plans to set up a community cultural activity group by the owners' committee to carry out colorful community activities; Make full use of the publicity column to publish some blackboard newspapers involving property management laws and regulations, typical cases, newspaper abstracts and so on.

7. Records and materials of this year should be kept complete and filed in time.

8. The collection rate of property management service fees is above xx%; The property management report is published to the owner once a year.

Five, strengthen training, pay attention to the training effect.

The management office selected a good soldier and set up a training implementation team with the director as the main body to train new employees and on-the-job employees:

1. New orientation training

Conduct basic knowledge and basic operation skills training for new employees. The purpose of the training is to make new employees understand the basic situation of the company (such as enterprise purpose, enterprise spirit, enterprise history, current situation and development trend) and get familiar with the company's various rules and regulations (such as attendance system, reward and punishment system and assessment system). ), master basic service knowledge (such as professional thinking, code of conduct, language norms, common sense of politeness, etc.). ), and master the specific requirements of post work (such as post responsibility system, business skills, workflow and requirements). Through pre-job training, new employees can be familiar with and adapt to the new working environment and master the necessary work skills.

Pre-job training content: company rules and regulations, employee handbook, employee etiquette norms, company development history, company planning, business philosophy, company organization, employee professional ethics, professionalism, fire safety knowledge, basic knowledge of property management, etc.

2. In-service training

Training content:

1, xx rules and regulations of property management company

2.xx company employee handbook

3. Enterprise development, company planning, company philosophy and organization.

4. Relevant professional knowledge of various departments

Through the above training content, strengthen the comprehensive quality training of employees and improve their comprehensive management ability.

VI. Enhance the brand of xx property service and create a new image of quality service.

1, human resources integration, according to the needs of the management office, appropriately merge some positions and functions to realize the compound talent management mechanism.

2. Customer Service: Continue to implement the employee handbook, pay attention to standardizing the service etiquette, work efficiency and service quality of employees, and provide customers with warm, polite, enthusiastic, safe and comfortable quality services.

3. Maintenance of equipment and facilities: According to the principle of mechanical and electrical operation and maintenance division, all mechanical and electrical facilities and equipment in the community are implemented layer by layer to ensure value for money, effective management and quality improvement. Ensure the normal operation of power supply and distribution, water supply and drainage, water pump and fire fighting. In the community, weekly, monthly and quarterly maintenance should be planned and implemented to prevent major safety accidents.

4. Cleaning and greening management: the cleaning and greening department should carry forward the spirit of ownership, enhance the sense of responsibility and mission, form team cohesion and implement the supervisor accountability system. In addition, it is necessary to strengthen the supervision of cleaning and greening, and strive for great improvement in this respect.

5. Data management: in strict accordance with the provisions of the archives management. In addition, it is planned to comprehensively sort out the owner's information and the information of the industry Committee, so as to make the catalogue clear, the retrieval convenient, the information of each household on the floor bagged, realize standardized management, and formulate and improve the confidentiality system, data borrowing and checking and other rules and regulations.

6. Vehicle management: strictly manage the vehicles entering the community and gradually realize the parking of the owner's vehicles in fixed parking spaces; Temporary vehicles are managed according to temporary charges; More exciting plus property community wechat. Take custody measures for vehicles that need to be kept, sign a vehicle custody contract, and the owner will pay the custody fee.

7, safety, fire management: strengthen the security guards should know the meeting, etiquette, management skills, communication skills, emergency treatment and other training, improve the identification system, outsiders (decoration personnel) in and out of the identification registration, rental housing registration, household registration and other management work, requiring security guards to be familiar with the owners in the community up to xx%. Fire control facilities and equipment shall be inspected by security guards and maintained by maintenance workers.

Seven, to carry out a variety of operations and measures.

The management office will intensify efforts to urge the owners who are in arrears, and selectively take certain measures for stubborn households, make statistics every month and implement them to people. In addition, the management office will take the following series of measures to develop diversified businesses, strive to create a "community economic circle" and strive to achieve a balance of management fees.

1. According to the actual situation of the community, the management office set up a housing rental intermediary service center and a convenience service point, formulated relevant systems and effective measures, appointed people and created posts, and unified the housing and convenience services entrusted by the owners.

2. Make use of the ground resources of the square, and charge a certain fee to the merchants who temporarily occupy the space under the premise of being legal and convenient for the customers in the community.

3. Save management costs and reduce unnecessary expenses. Strictly control the purchase and expenditure of office supplies.

4. Revise the paid service standard of management office and increase the paid service items.

VIII. Other Work

1. Pay attention to and urge the real estate company to solve the problems left over by the roof waterproofing and heating project in the residential area.

2, make full use of the police station in the area of public security prevention and treatment, establish and improve the early warning mechanism of joint defense.