How to establish the quality management system of property management company

With the rapid development of society today, property management, as a service-oriented profession, must improve the service quality if it is to be done well. The following is the author's exploration and practical experience in property services. First, early comprehensive intervention to ensure the best quality of property construction. High-quality property is the premise for property management companies to improve service quality. Property companies with excellent quality should get involved as soon as possible. What property management enterprises need to do is how to extend their tentacles to every link of development and construction from the interests of later property service management and property users, be a good consultant for developers, and put forward opinions and suggestions for improving planning and design to facilitate later property service management. At present, most property management enterprises and developers are actually father-son enterprises, and many problems encountered in property management today are problems left over by developers. The early intervention of property management can supervise the construction quality and ensure the quality of housing construction and supporting projects to a certain extent. Early intervention in property management can give developers all kinds of reasonable suggestions from the perspective of property management, just as many communities promise how long the primary school will be built when they sell their houses, so they should implement it as soon as possible, which will not only help the future work, but also make the owners feel that such developers are honest and the property management service will certainly not be bad. Second, property management enterprises should start from the inside and strengthen the cultivation of their own service awareness. To do a good job of service, we must first start from the inside of the enterprise, strengthen the ideological transformation of employees, strengthen their ideological and moral quality education and management skills, and strengthen their service awareness and comprehensive quality. By changing the internal mechanism of enterprises, we can enhance employees' sense of competition, implement the system of employees' competition for posts, and straighten out various working procedures. (1) Accelerate the training of enterprise talents and form a professional technical force with professional service level. If property management enterprises want to have excellent talents, they should do: 1. It is necessary to introduce some senior managers with relevant professional knowledge and experience to ensure that enterprises can use advanced social management professionals. For example, the specialty of property management personnel should be property management, and they have obtained professional post certificates and relevant work experience. 2, through training, performance appraisal, regular assessment and other means to improve the quality of property management companies' own employees. 3. Visit other places from time to time, learn the advanced management technology and experience of other property management companies, and improve the quality of employees. With the improvement of staff quality, management means and management level, the service quality will also be improved accordingly. (2) Improve the internal management system of enterprises and strengthen the construction of enterprise culture. In order to achieve rapid development, property management enterprises must establish a modern enterprise management system, establish and improve the internal management mechanism, so that enterprises can adapt to the needs of market development and continuously improve their management level. Perfecting the management mechanism is not only the premise of good service, but also for good service. 2. At present, most property management enterprises, especially famous brand property management enterprises, attach great importance to the construction of corporate culture and put it in the top priority position. Corporate culture, as a project to cultivate enterprise cohesion, motivation, binding force, guiding force, bond force and radiation force, is an atmosphere condensed by an enterprise in its long-term business practice, and it is the enterprise values, entrepreneurial spirit, business model and moral norms and behavioral strength recognized by the majority of employees. For example, Shenzhen Vanke Property can become an example of national property management learning with its service quality and service level, which has a lot to do with its emphasis on corporate culture construction. Third, property management companies should standardize their service behavior. Property management companies have many services and jobs. Dealing with owners and regulating their own behavior have become an important standard for owners to measure the service level of property management companies. (1) Strengthening the level of internal team service management There are many projects, complicated procedures and many links in property management. In daily management, strengthening job responsibilities, highlighting work procedures and strengthening internal assessment have become the key links for the continuous improvement and development of property management enterprises. At the same time, it is necessary to improve the service management level of employees, minimize unnecessary work links, solve the problems of owners in the shortest time, and gradually develop property management enterprises into enterprises with higher service level and perfect management. (II) Introduction and improvement of quality system The current property management industry has not yet stepped out of the labor-intensive and meager profit status quo. Due to the imperfection of property management laws and regulations, the contradiction between owners and property management companies has almost become a common phenomenon everywhere. In this case, standardizing service standards has become the only way to solve the contradictions among all parties. In addition, the property management company introduced the quality management system and formulated the quality management manual in combination with its own property management status. Adopt international standards, and gradually improve the quality management system by standardizing the control requirements of the whole process of property bidding, management service plan formulation, takeover acceptance, occupancy management, paid service, owner's return visit and exit management. (III) Strengthening normal communication with owners and paying attention to their needs Another key for property management enterprises to provide good services is to strengthen contact and communication with owners and listen to their opinions while improving service quality. Improving the owner's attention to his living environment is more conducive to the development of the work. Solve residents' complaints in time, give timely answers, and let residents know that the property management company cares about them all the time, so that they can not only understand the needs of the owners, but also close the relationship between the two sides and realize mutual support and understanding. And property management personnel should be good life consultants and daily friends of the owners, so as to facilitate the development of various services. Fourthly, property management enterprises should actively improve their own service system. The services of property management enterprises include regular public services, targeted special services and entrusted special services. Property management companies should make plans according to the nature of various services, give full play to their own characteristics and advantages, meet the needs of owners for convenient life, guide owners to consume correctly, and create a good living space. (a) the implementation of professional management of regular public services, highlighting the professional and technical level, to ensure a good living environment. For many property management companies, their management methods are different, but the content of management is the same. Completing the daily public service is the basic commitment of the property management company to the owners. For equipment and facilities maintenance, security, cleaning, greening and other work, there are also more professional specialized companies in the society. Choosing a professional company to subcontract the special service content, but not the management responsibility, can not only effectively improve the management service level of special work, but also save internal labor, optimize internal resources, strengthen external assessment, simplify working procedures, help property management enterprises invest more manpower and material resources to develop targeted special services and entrust special services, meet the growing material and cultural needs of residents, improve service items and provide better service content for residents. (2) The development of property management enterprises that increase targeted special services and entrust special services according to residents' living needs is not all services, which will lead to the dispersion of financial resources and manpower of property management enterprises, and the service level of individual services cannot be guaranteed. The establishment of service projects of property management enterprises comes from the investigation of residents' living needs, and the development of service projects is not easy, which requires considerable manpower and material resources from property management units. Sometimes the development of service projects does not make money, but the development of these service projects meets the housing needs of owners. In their minds, property management companies are willing to spend any money to solve their problems, which has made property management companies achieve remarkable social benefits and ensured the preservation and appreciation of intangible assets of enterprises. (3) In terms of technical service means, we should speed up the introduction of science and technology and improve the level of service modernization. In the process of daily management and service, we should strengthen the introduction of advanced technology and equipment. Daily charge management realizes professional property management software, which is convenient for property managers to query and archive a large number of household data and charge data; The residential area implements all-round electronic security monitoring, access control system, visual intercom system and electronic patrol system, which makes the use of the property more convenient and quick, and the owner's life more comfortable and safe; The application of new science and technology and management methods in residential property management will certainly improve the service level of property management.