What should property management maintenance personnel pay attention to when checking?

The main purpose of property inspection in residential quarters is to find, record and solve various problems existing in on-site management in time, eliminate hidden dangers such as public security and fire fighting, put an end to illegal decoration, nip illegal decoration construction in the bud, and ensure that public facilities and equipment are in good condition. Check the quality of cleaning, greening, security and maintenance work of the management office, and increase the opportunity to communicate with the owner. Its purpose is to change employees' passive work into active work and prevent problems before they happen. However, in our actual work, we found that there are many problems in property inspection: the daily inspection system has not been established, the perfect inspection system has not been implemented, there are professional inspections without comprehensive inspection, and various professional inspections only pay attention to professional content rather than comprehensive content inspection, and the inspectors have a weak sense of responsibility and waste human resources.

We believe that the root of these problems is the division of functions, and each department only pays attention to its own responsibilities, lacking the necessary information transmission and effective coordination mechanism; Secondly, there is a lack of perfect inspection process; The third is that the perfect process has not been effectively implemented. On the basis of analyzing the causes of inspection problems, we think it should be solved by optimizing the organizational structure of inspection responsibility.

Optimization of inspection responsibility

When the personnel of each post in the management office patrol the community, the important work content is to find the problems existing in the on-site management and communicate with the owners.

In order to enhance the sense of responsibility of inspectors and expand the scope of responsibility, the management office manager can sign the inspection responsibility form with each post, clearly adopt the combination of professional inspection and comprehensive inspection, clearly integrate the inspection contents of each post, and clearly implement the first inquiry responsibility system when communicating with the owner.

Establish professional patrol and comprehensive patrol process within the management office, and then conduct professional comprehensive patrol process training for each post, including patrol content, patrol duty, patrol frequency, patrol record, patrol route, patrol time, feedback and solution of patrol problems, etc. You can use on-site explanations and demonstrations to make your mind clear about the inspection content, professional inspection process and comprehensive inspection process.

Professional inspection training: daily property inspection is mostly divided into functions, such as safety hazard inspection, decoration violation inspection, fire violation inspection, etc. Check the safety and integrity of public facilities and equipment of maintenance personnel; Check the cleanliness and hygiene status of cleaners, and check the landscaping maintenance status of greening personnel.

Comprehensive investigation and training: The on-site management of residential quarters is regarded as a whole in the investigation according to the process, and everyone should have team spirit to comprehensively investigate various problems existing in on-site management (property management problems and other related professional problems such as thermal water supply and drainage, telecommunications, electric power, cable TV, etc. ) to meet the needs and potential needs of the owners to solve these problems.

Integrate the inspection contents according to the process, and redefine the responsibilities: for example, the inspection in the corridor, including health problems, maintenance problems and security risks in the corridor. Because the cleaners have to clean the corridor at least once a day, it is easy to find various problems. Therefore, the inspection content in the corridor is integrated into a whole from the original post division, and the cleaner mainly undertakes the inspection responsibility. Responsibility is defined as follows: the cleaner is the first responsible person, the second responsible person is the maintainer, and the third responsible person is the security guard.

When communicating with the owner in the inspection process, the first question responsibility system can be adopted to expand the scope of responsibility of the inspectors and enhance their sense of responsibility. The basic content of the work is to accept the owner's first inquiry, and the complainant, as the person in charge of the first inquiry during the inspection, handles or urges the relevant departments to solve all kinds of problems raised and found by the owner when accepting property management services.

Optimize the patrol organization structure

Optimizing the organizational structure: optimizing the organizational structure of the property management office is beneficial to the on-site management of residential quarters, especially the patrol management. The simplification of organizational structure and the optimization of levels are conducive to the communication and cooperation between posts and improve the efficiency and effect of inspection. For example, the six professional departments of maintenance fee, security, cleaning and greening service center are merged into two departments; The on-site service management department of the residential area is formed by the merger of the cleaning and greening safety maintenance service center, which manages all kinds of information, plans, budgets, statistics, quality systems and expenses in the industry, with on-site process management manager 1 name and on-site process management manager 1 name, among which the on-site service management department can have maintenance supervisor 1 name and safety supervisor/kloc-0.

Organize the operation according to the process: organize the on-site process management manager of the community through the process rather than the department, who will design the main process, organize the operation and organize it reasonably and effectively according to the process. Taking the north as an example, due to the seasonal characteristics of property management in the north and south, the process manager can flexibly organize and arrange daily and seasonal operations according to the seasonal changes. From April to June in summer at 5438+00, the greening workload is heavy, and the cleaning staff can be given priority to, and the toll collectors, maintenance staff and security guards can be appropriately incorporated into the greening posts. In winter, the greening workload is less, and the greening personnel can be transferred to the maintenance and charging posts; The on-site process management manager is responsible for designing and promoting the optimization of the inspection process in the post. The second is to promote communication and cooperation between supervisors through management, on-site meetings, regular meetings and organizing various activities. Communication and cooperation between posts, communication and cooperation within departments, communication and cooperation between service centers and posts, etc.

Optimization of internal patrol process of cleaning staff: grouping, two or three people in each group can freely combine to form a mutual aid group; Change the continuous process into a synchronous process, and the synchronous process is the largest.

The key point is that each process can communicate and interact at any time. Because of the mutual aid group composed of at least two people, the original continuous process of each person can be changed into cleaning the external environment and cleaning the corridor at the same time, forming noon in the morning.

In the afternoon and evening, for example, from 8: 00 to 9: 00 in the morning, one cleaner in the cooperative group is responsible for checking the garbage bags or floating objects in the external environment of two or three other cleaners, and other cleaners can concentrate on going upstairs to clean their own corridors. This process optimization can effectively control the residence time of garbage bags and floating objects in the community.

Inspection and cooperation between posts: The communication and cooperation between posts is based on the idea of meeting the owner's process, diluting the division of functions, strengthening communication and cooperation, and communication between posts brings understanding, understanding brings cooperation, and through cooperation, unnecessary duplication of work is reduced, thus improving efficiency and effectiveness. For example, anyone who finds that the electronic door is blocked can take the initiative to close it; Anyone who finds garbage bags in any place has the obligation to collect them and transport them to the garbage room; Anyone in any post who finds potential safety hazards in the community has the obligation to report and make records. With the cooperation of each post and cleaning post, garbage can be found within eight hours, and each post can pick it up by itself during inspection. However, domestic garbage in the evening and early morning is a blind spot for service and management, especially in windy days. Some domestic garbage is scattered without bags, and some garbage collectors find useful garbage to scatter. Floating objects "fly" everywhere on windy days. Therefore, post coordination can be strengthened, and patrol security guards are responsible for cleaning up domestic garbage sooner or later.

Cooperation between each post and maintenance post: cooperation with cleaners. For example, the inspection of the corridor, each maintenance personnel is responsible for the inspection of 50 units on average, calculated as 5 units per day. If it takes 10 days for an inspection, the cleaning staff shall clean the corridor at least once a day. Through the integration of inspection contents, the cleaning staff will timely feedback the maintenance problems of the corridor, and the maintenance staff will focus on the problematic corridor. Cooperation with security guards, such as the problem that street lamps don't work, can be solved the next day if full-time maintenance personnel are arranged to patrol regularly at night, mainly because the problem is not found in time. If people (maintenance personnel) are arranged to patrol at night every day, it will waste maintenance human resources, and the security guards who patrol at night every day will record the unlit street lamps and notify the maintenance personnel in time. These cooperations can effectively find maintenance problems in time and solve them quickly.