Who knows the content of quality management of property management companies?

Referring to the knowledge of quality management expert Gronos, the quality management content of property management enterprises divides service modes into technical quality (TQ), functional quality (FQ) and information quality (IQ):

1, technical quality

According to the characteristics that property management is the follow-up service of real estate development, the technical quality can be divided into:

(1) Property intelligence level;

The intelligent level of property belongs to the hardware system, and the property management enterprise itself does not have the ability to update and transform in this respect. Mainly through the comprehensive planning of developers and the early intervention of property management enterprises, the corresponding rectification opinions are put forward and adopted by developers. If the property is not done well in advance, the renovation work after occupancy will face many difficulties. With the different functions of various properties, the requirements for intelligence are also different, but they can generally be divided into security intelligence, office networking and intelligent management of equipment and facilities.

(2) the technical level of property management;

This aspect is reflected in the professional knowledge and skill level of property management enterprise personnel.

(3) the degree of standardization of property management;

This aspect reflects the comprehensive ability of property management enterprises. At present, many domestic property management enterprises have passed ISO9000, ISO 14000, OHSAS 18000 quality system certification, just to show the industry and owners that the operation of enterprises is standardized. However, this is only the premise of standardized operation. The key is whether the property management enterprises have the power and ability to really promote the operation of these systems. In other words, it depends on whether the property management enterprises really carry out standardization work according to the requirements of system documents, and the standardization operation degree of system documents reflects the service quality of property management enterprises.

(4) the service development ability of property management

Things are always changing, and the needs of owners are also changing. Property management services must also meet the needs of owners, and continue to develop and upgrade.

2. Functional quality

Functional quality is mainly reflected in the level of the property itself, property managers and mechanisms, including:

(1) functional facilities

① Ready.

② Equipment quality: mainly reflected in three aspects: the quality content of the equipment itself, the technical level of equipment installation and the level of equipment maintenance.

③ Functional collocation

(2) Service affinity of property management

① the service attitude of the property manager

② The service etiquette of the property manager.

③ The scene layout of property management service.

When it comes to the service scenario of property management, there are two aspects. On the one hand, it is the overall environment of the property management service community or building, that is, the big scene; On the other hand, it is the office space of property management enterprises, where residents take the initiative to accept services. Simple, bright, friendly and orderly places give residents and service personnel a strong affinity and sense of belonging.

(3) Service efficiency of property management

The service efficiency of property management is the ultimate embodiment of service function, which can reflect the comprehensive strength of property management enterprises. Here mainly from the following aspects to explain:

① Response time of property management service;

Service response time can reflect the importance that property management enterprises attach to the service requirements put forward by the owners. Usually, the service response time of a community is within 30 minutes, which is acceptable to the owner. Of course, the shorter the time, the better Owners are usually concerned about the degree of attention paid by property management companies to their service needs, which is mainly reflected in the service response time and the first sensory impression of the service.

② Service processing time of property management;

The processing time of service reflects the comprehensive service skills of property management enterprises. This requires the service personnel of property management enterprises to have excellent skills in professional skills, and to meet the service needs of owners quickly within the time they can afford.

③ Service treatment effect of property management;

The service treatment effect of property management is the ultimate embodiment of the corresponding service quality provided by property management enterprises to owners. The owner's comprehensive satisfaction with the service is reflected in the service effect. Usually, the service of property management is four words, that is, "fast"-the service response should be rapid and accurate-the problem judgment should be accurate and effective-the problem solution should be decisive and the treatment effect should be good.

(4) Property management service price

Generally speaking, the price of property management services will not appear, but when the service needs of the owners are not met, any price is high.

3. Information quality

Information is also a kind of resource. Information quality can reflect the smoothness of the internal and external communication mechanism of a property management enterprise, and ultimately reflect whether the development of the enterprise is good or not. Information quality is the adhesive of quality management process, and it also supports the people-oriented management principle. Information quality is mainly reflected in the following aspects:

(1) Establish information channels

The establishment of information channels is a necessary guarantee for effective communication and a prerequisite for the effective transmission of enterprise information. Inside and outside property management enterprises, it is necessary to establish relatively multi-level information communication channels.

(2) the speed of information transmission

The speed of information transmission reflects the information communication mechanism and information communication execution of property management enterprises. If the information transmission is smooth and the information communication is in place, the human resources, information resources and organizational resources of property management enterprises can be better utilized and developed in a virtuous circle.

(3) the accuracy of information transmission

(4) Symmetry of information transmission

The symmetry of information transmission means that the general information transmission is two-way, and the lower level needs a positive answer to seek support from the higher level; When the superior transmits instructions to the subordinate, the subordinate needs to get the results for feedback; When departments cooperate, they need to report the progress and so on. If an information transmission process runs in one direction, it shows that the communication channel is not smooth, which is finally reflected in the emergence of man-made contradictions and even the emergence of internal and external opposition.

(5) the openness of information

The openness of information can reflect the modern civilization of a property management enterprise. Vanke achieved "transparency" under the "sunshine system", which made information open and transparent in standardization, reduced many man-made obstacles, saved the costs that many companies thought must be spent, finally saved the comprehensive cost of services and improved the service quality of property management.