How to effectively supervise outsourcers

Reasonable outsourcing can really help property companies control costs and improve the level of professional services. However, in the process of operation, we should also pay attention to strengthening the supervision of external contractors. The first step of outsourcing supervision is to evaluate the entrusted service providers to ensure that qualified suppliers are selected to provide services and meet the requirements of the entrusting party. The evaluation content generally includes: the reputation, professional technical ability, service quality, service ability, service plan, price and performance of the subcontractor. There are two ways to measure the professional level of outsourcing units: written examination and on-site inspection. The written review includes: the supplier's business license, qualification certificate and other documents; Technical ability; Quality assurance system; Plan service plan (organizational structure, personnel arrangement, job responsibilities, operation documents, quality records, etc.). ); Draft contract (price or budget, service standard, payment method, responsibilities and obligations of both parties, etc.). ); Management performance, etc. On-the-spot investigation mainly focuses on service quality and service ability. Generally, field visits and unannounced visits are used to draw up existing customers of service providers, which reflects the objective situation and can be used as an important reference for decision-making. Contract is the core link for property management companies to control and supervise their outsourcers. Therefore, in the entrustment contract signed by both parties, the service mode, quality standard, inspection method, treatment of unqualified items and corresponding liability for breach of contract should be clearly and meticulously stipulated. In the process of outsourcing service cooperation, both parties should follow the principle of reciprocal supplier relationship (one of the eight management principles of ISO900 1 standard). As the entrusting party of outsourcing business, the property management company is fully responsible for the service quality and results of subcontractors, so it should supervise and assist suppliers to implement contract requirements and standards; As the entrusted party, the service subcontractor should obey the supervision of the entrusting party, earnestly fulfill the contractual obligations and ensure the realization of the contractual requirements and standards. Property management service products are characterized by the synchronization of product realization process (service provision process) and delivery, which are provided to customers by different types of personnel. Therefore, the property management company's supervision and assistance to subcontractors should focus on on-site inspection and rectification, as well as the rectification and implementation of * * * sexual problems. On-site inspection is an effective method to find and solve problems quickly, in which the content, frequency and method of inspection are the key; The rectification of sexual problems should be based on data collection, summary and analysis, and measures should be taken to avoid the recurrence of similar problems. This is an effective prevention-oriented continuous improvement method. In view of this, in order to realize effective supervision of subcontractors, the methods, timing and contents of supervision should be made clear as daily supervision means; At the same time, regularly collect, summarize and analyze the service quality information of subcontractors, formulate and implement corrective measures for key problems and * * * problems, and realize the common growth and development with subcontractors. The improvement of property management services often depends on the training of all kinds of personnel. The contents of this training include: service awareness, service norms (gfd, language attitude, behavior), service skills, etc. In order to ensure the timely and effective service improvement of subcontractors, it is particularly important to monitor their training links, such as whether the problems found in daily inspections are input into the training plan in time, whether the training plan is completed on time, and whether the training methods can support the effectiveness. , should be used as the content of monitoring subcontractors. In addition, subcontracting service contracts are often used as a means of supervision. Therefore, it is necessary to make strict and clear agreements on contract standards, responsibilities and rights of both parties, and liabilities for breach of contract, so as to achieve operability. A professional survey conducted by foreign consulting institutions shows that the important factors to be considered when selecting contractors include the adaptability of corporate culture of both parties, the technical strength of contractors and their understanding of business and business strategies.