Summary of Work of Property Quality Department

Summary of Work of Property Quality Department

The work of the quality training department has been carried out in an orderly way for 20xx years. The specific work of this year is summarized and reported as follows:

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.

(4) Project Excellence Work

According to the evaluation criteria, the Quality Training Department mainly focuses on rectification and development:

1. Create excellence and rectify.

Around the evaluation criteria, more than 850 items were rectified, and the completion was tracked throughout the process, and more than 300 items were randomly selected for rectification.

2. Training exchange

Organized more than 65,438+000 person-times to train, visit and communicate with outstanding project employees, which further standardized various operation records and improved service level.

3. Create excellent data specifications

Focusing on the PPT report of Excellence, combing the information of Excellence, the quality department revised, reviewed and finalized more than 10 sets of information.

4. Equipment room specifications

Standardize the four-excellent engineering machine room, replace more than 300 hanging equipment identification cards and safety production identification cards, paint the ground uniformly, remove rust, remove oil and paint the equipment, and standardize the maintenance and inspection record form of the machine room.

(V) Internal audit and external audit of the company

According to the rectification requirements of certification work, organize property related personnel to conduct internal audit on XX, XX, XX property offices to verify whether the company's quality and environment system and covered products conform to ISO 9001; 2008、iso 1400 1； Requirements specified in the 2004 standard. After the internal audit, XX Property Office, as the representative of each property office, successfully passed the external audit work of the expert group. The smooth passing of internal audit and external audit confirmed the conformity and effectiveness of the quality, environment and quality system of the property management company.

(vi) Family satisfaction survey.

Organize some members of the housing management and order group of each property office to assist the 20xx annual owner satisfaction survey, once in the first half of the year and once in the second half of the year. Organized 180 household surveys and distributed 8850 household questionnaires; Statistics and sorting out more than 600 rationalization suggestions of the owners, and issuing them to all localities to formulate rectification plans. From the statistical results, the overall family satisfaction in 20xx remained above 97 (higher than last year).

(seven) social evaluation of basic service standards in Shijiazhuang.

Organize all property offices to meet the evaluation team led by the housing management department, actively respond to the social evaluation of XX basic service standard and pass it smoothly. The evaluation of service standards puts forward higher requirements for property services, which is conducive to further strengthening the standardized operation of property companies.

(8) Daily work

1. Supervision and inspection of work progress plan

Summarize more than 8000 rectification items in each property office throughout the year18, make detailed records every week, and regularly inspect and supervise the completed rectification items, so as to improve the effectiveness of self-examination and self-correction of property offices.

2. Distribution and management of promotional materials

More than 200,000 copies of publicity materials such as XXX Newspaper and XX Daily have been distributed. At the same time, according to the distribution details, the implementation of relevant systems in various property offices was randomly checked to ensure that newspapers were distributed in place.

3. Promote improvement through rewards and punishments

After daily inspection and irregular night inspection, employees were issued 150 times (including the times of self-punishment by the property management office) for violations of discipline and irregular work, and more than 600 people were punished, amounting to more than 69,400 yuan.

4. Effectively handle all kinds of complaints from the owners.

Accepted all kinds of complaints 10, and realized the promotion of work with complaints. Through communication and summary with relevant departments and personnel after complaints, the ability of inter-departmental collaboration and complaint resolution will be improved, and the ability of property personnel to receive owners and handle incidents will be enhanced.

Second, strengthen staff training, improve staff quality and service awareness.

The Quality Training Department completed five major training projects in 20xx, with more than 1.260 employees participating in the training (this training does not include the training organized by various property management offices), and the training hours exceeded 1.50.

(a) Pre-job training for new employees

According to the monthly registration list provided by the personnel department, by the middle of June, 65438+February, the quality training department had organized pre-job training for new employees 15 times, and * * * trained 408 employees. The training content includes the general situation of the group and the property management company, the code of conduct and rules and regulations, and the etiquette of property service.

(2) Visit and study

In March, the Quality Training Department organized 23 managers of various property management offices and key employees of property management companies to visit Beijing XX Building, XX and XX projects. In each project, I listened carefully to the explanation and experience introduction of the project property management office, and formed a written report for archiving. The training time is about two days.

(3) Training and exchange meetings

In 20xx, the Quality Training Department participated in organizing three special training exchange meetings.

1. Zhuo Da case training meeting.

In February, combined with the actual case of the company, a special training meeting on Zhuo Da case (the first series) was held, and 256 employees participated in the training, covering all members of the property system and employees above ministerial level. This training has strengthened employees' awareness of self-discipline and risk prevention.

2. Exchange meeting of pilot units of excellence-creating project

On May 30th, organize the equipment supervisor and the person in charge of each property office to visit XX property engineering equipment specification data and equipment room. Suggestions and exchanges on the existing problems and improvement directions and measures in project equipment management are helpful to improve the management level of quality engineering equipment.

3. Customer service and environmental information exchange meeting

On August 10, the quality training department held an exchange meeting on customer service and environmental data specification, and 32 managers, relevant supervisors and employees of property management companies participated in the training. This training puts forward higher requirements for improving all kinds of materials and standardizing data management, and has guiding significance for project excellence and internal audit.

Professional skills training

This year, * * * organized seven professional skills trainings.

1. registered property manager training

Contact external training institutions to train key employees of property companies as registered property managers. Training 1 1 person, the training time is 15 days. Through the training, three people passed all the subjects and the rest of the subjects in the 20xx National Property Manager Examination.

2.OA operating system use training

In February, March,165438+1October, the quality training department, together with the office and the group information center, explained the operation method of OA system of the office platform for three times. Training staff ***6 1 person-time, all of whom are office workers and managers or above who often use OA newspapers, and the training duration exceeds 10 hour. Training helps employees to be familiar with OA operating system and effectively improve the efficiency of reports.

3. Order team service etiquette, queuing competition training

In April, organize military training and service etiquette training for order players; On June+10, 5438, the order department organized various property orders to hold an order queuing competition, which was helpful to improve the service consciousness, service level and group honor of the order team.

4. Fire protection training

In May, organize employees at or above the supervisor level to participate in the fire safety training meeting. In June, contact XX Fire Education Center in Hebei Province to conduct special training on fire prevention awareness, safe use of fire and use of fire extinguishing equipment for all employees and order teams above the competent level. A total of 242 employees participated in two training sessions, and the training time was 8 hours. After the training, a questionnaire survey was conducted on the training effect. The results show that the trainees' satisfaction with the training is 2.89 points (out of 3 points), 98% of employees think that the training is helpful to their work, and 97.6% of the trainees have the intention to continue to participate in the company's training.

5. Access control system card training?

In May, we organized a two-day training for order players, toll collectors and operators on card management regulations of access control system, and 33 employees participated in the training. It has a positive effect on standardizing the process and operation of charging cards.

6. Transformer room operation training

In June, relevant personnel were organized to conduct on-site training on the operation and explanation of the power distribution room, which lasted about 2 hours, and 365,438+0 maintenance electricians and supervisors attended the training. This kind of training is helpful to standardize operation, reduce work risks and accidents.

7. How to do a good job in owner training?

In June, organize employees at or above the ministerial level in each property management office to do a good job in owner training. 35 employees were trained for 3 class hours. The skills of how to communicate effectively with the owner and how to solve the owner's complaints are explained in detail, which has played a positive role in improving working methods and promoting service improvement.

(v) Staff training for new projects

This year, the staff of XX Bureau and the new project XX were trained in a unified way. Training includes teaching pre-job training courses and visiting company management projects. * * * More than 30 employees were trained, and the training time was about 12 class hours. On-site training was conducted for XX, XX and XX project employees, covering corporate culture, relevant rules and regulations, codes of conduct, etc. More than 30 people were trained, and the training time was about 4 class hours.

(VI) XX staff training

In March, ten employees of XX received a two-week training. The training content includes explaining the work norms, processes and standards related to property, visiting property management projects and taking turns to practice in various property offices. After the training, organize the trainees to discuss the problems encountered in their work and future work plans in the form of exchange seminars, and form a summary document for retention.

Three. Shortcomings and problems in work

(A) the overall planning is still lacking.

Because there are many trivial things in property management, temporary emergencies also need to be handled with certain energy, manpower and material resources, and sometimes the work will be caught in the handling of specific affairs, resulting in the lack of overall planning for quality training and unable to ensure the effective development of property work.

(2) The breadth and depth of work are not enough, and the retrospective implementation needs to be improved.

The quality inspection work is still thin, lacking in breadth and depth, and lacking in the actual implementation of the traceability of inspection items. At present, there are many inspections on environmental sanitation, residential appearance and public equipment maintenance, and the inspection depth is not enough; Order maintenance and inspection by professional companies such as XX, XX and XX are rarely involved. During the inspection, the superiors and subordinates did not picket the relevant nodes and links enough to ensure the specific implementation of traceability. At the same time, the training of employees in various positions and departments is not systematic and lacks the depth of training. Training standards and effects need to be improved.

(c) Process management needs to be strengthened.

Only when the process is effectively implemented and controlled can we win good results. A good process is a reasonable matching of horizontal work and a smooth extension of vertical work. The process control of property management has failed to achieve the reasonable matching and extension of specific work, which needs to be straightened out and effectively controlled. As an after-the-fact survey, satisfaction survey failed to fully reflect the management and control of the property service process.

(D) Lack of long-term mechanism for employee evaluation and training incentives

Effective evaluation and encouragement are the motivation for employees to constantly pursue progress and gradually improve their work. At present, the evaluation of employee training is not perfect, and there is a lack of long-term evaluation and incentive mechanism for employees' job performance after training, which can not effectively measure the improvement of employees' job performance, and work supervision and talent promotion are also restricted, which has a certain impact on employees' motivation and continuous improvement of quality training.

Fourth, improvement measures.

(A) to strengthen the ability to handle and control the work

Through continuous learning, improve the professional skills and personal quality of the department, and strengthen the ability to predict, plan, implement, command and control the work. Based on the two major work contents of quality monitoring and service assessment, the corresponding responsible persons are determined for specific events and each link, so as to think ahead, control in the process and give feedback afterwards.

(B) the implementation of traceability, broaden the depth and breadth of work.

Broaden the scope of quality inspection, and include the work of all property offices and functional departments of property management companies in the inspection and supervision schedule. Improve the operation records and inspection documents, implement the traceability of greening, sanitation, cleaning, maintenance, order and customer service, and regularly check the records involved in the service process, such as dispatching work orders, maintenance records, return visit records, work inspection books and related records. Once a problem is found, its cause, development and timely control are clear at a glance.

Contact external training institutions, broaden training channels, strengthen communication with various property offices (departments), and mobilize the training enthusiasm of middle-level employees. According to the market demand and the needs of departments and posts, establish and improve the employee training and growth system, and assist, guide and supervise the property office (department) to hold different forms and contents of training according to the training plan.

(3) Strengthen process and service quality control.

Improve employees' working ability through training, work practice and other forms. Quality control training department organizes professional knowledge training; All property offices and departments organize specific post service process training. According to the opinions of the property offices and the actual work situation, we will constantly improve and optimize the work processes of the property offices and departments, and strengthen the implementation of the work processes in various places. Through daily quality inspection and irregular night inspection, the workflow of property service can be standardized and the service quality can be improved.

(four) to establish a long-term mechanism for training, assessment and incentive.

Improve the training assessment system and establish a long-term evaluation and incentive mechanism. On the basis of customer satisfaction assessment, the internal quality index of the process is included in the assessment system, which is vigorously promoted to ensure the effect. Linking training with assessment can not only motivate and assess employees, but also train lecturers. The combination of the two can strengthen the training effect and establish a long-term assessment and incentive mechanism.

Verb (abbreviation of verb) 20xx annual work plan

In order to improve the overall work quality of the property and better cultivate outstanding talents for the company's sustainable development, the quality training department will base itself on the company's development, innovate the work form and expand the depth and breadth of work in 20xx. 20xx annual work plan is as follows:

(1) Continue to implement the quality and environmental management system.

Organize all quality management personnel (including office director, management minister, maintenance minister and project manager) to participate in standard system training and conduct in-depth research and discussion. According to ISO900 1 and ISO 1400 1 system standards, the requirements of quality and environmental management system are implemented, management is strengthened, and the level of property service is improved.

(b) performance work

Do a good job of creating excellence in the property office and provide timely and appropriate guidance and services; Organize employees of excellence project to visit and study outstanding demonstration projects of property management in batches, so as to enhance understanding and create favorable conditions for the smooth progress of excellence work.

(2) the manager's performance appraisal

According to the different situations of various property offices and functional departments, revise and improve the assessment standards and systems, clarify the assessment personnel, assessment methods and assessment time, and promote the institutionalization and standardization of assessment work.

(3) Quality inspection work

Combining routine monthly inspection, unscheduled unannounced visits and night inspection, using operation records, work inspection records and other related records, the problems found in the inspection are traced back to the source, thoroughly rectified and hidden dangers are eliminated.

Satisfaction survey

In the first half and the second half of the year, the household satisfaction survey was conducted, and the problems existing in property services were analyzed according to the survey data. Sort out the problems and suggestions put forward by the owners, actively rectify those that need improvement, and further standardize the services that need improvement.

(5) Manager-level field trip

Organize employees above manager level to go out to visit, learn the management mode and experience of first-class property service enterprises, urge managers to raise their awareness, see the gap, take the initiative to find out the shortcomings, and constantly improve the level of property service and management.

(VI) Knowledge contest for all property members

Improve the property testing database and distribute it to all property offices to organize their own study. It is planned to hold a property knowledge contest for all employees in the second half of the year, so as to enhance their learning awareness, popularize relevant knowledge of property specialty and further improve the professional quality of property employees.

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