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Quality Department of Property Management Company 202 1 Annual Work Plan
Quality Department of Property Management Company 202 1 Annual Work Plan (I)
First, total service quality management. The source of service quality management is to appeal to the satisfaction of service and owners (users). Highlight active service, timely service and enthusiastic service. Take the responsibility system as the key means to implement the service quality of all staff. Fully mobilize the enthusiasm and creativity of all managers and owners (users), promote the continuous improvement of the quality of our employees, firmly establish the idea of "quality first", care about the quality of property services and participate in quality management.
Annual Work Plan of Quality Department of Property Management Company:
(1) objective: comprehensively carry out quality management and improve the quality of service and management.
(2) the focus of work
The service quality of the project management office is the core of quality management, and the management quality of the company's functional departments is the guarantee of the service quality of each project management office. Therefore, under the leadership of the company, the quality department will first focus on the following aspects to improve management quality:
First, improve the concept of functional departments serving the front line and improve the quality of teamwork. The functional departments of the company first serve the project management office and provide various support for the project management office; The second is monitoring, which contributes to the realization of various indicators of the project management office. Only by establishing the concept of serving the front line can we create a harmonious working environment and teamwork. Management will be smoother and more effective.
Second, improve the concept of performance. Put employee and owner satisfaction assessment and financial assessment in the same important position, and implement total quality management.
Third, improve management methods and improve the quality of system implementation. Going to the scene more and walking around the management will not only help to improve themselves, but also help front-line employees to improve their ability to find and solve problems on the spot. Improve the management style of cadres to employees. Learn more about employees' ideological trends and working conditions, and care for and stimulate employees' work enthusiasm and enthusiasm. Reduce the enthusiasm and enthusiasm of employees caused by improper management methods. When implementing the system, we must first communicate accurately and improve the quality of system implementation.
Fourth, improve on-the-job training methods and improve training quality. Select training content according to the different work scope of employees and organize training respectively. The training of grass-roots personnel emphasizes operability and service quality awareness; The training of managers highlights the management ability and the management quality consciousness of initiative, keenness, advance and pragmatism.
Fifth, optimize the system and improve its own executable quality. Formulate job responsibilities and detailed descriptions, work operation manuals and service quality standards, improve the performance appraisal system and improve the quality supervision mechanism. Ensure that all services are standardized and orderly. Whether the system is scientific and realistic is directly related to the effectiveness of the system. The higher the effectiveness of the system, the more enforceable it is, and it can be a work guide for employees to improve service quality. Complex and cumbersome rules and regulations can only force service personnel to passively perform service operation procedures.
Sixth, improve the project management system. In order to improve service efficiency and management quality, enterprises must try their best to delete complicated and unnecessary rules and regulations and operating procedures that restrict employees' decision-making power, and encourage service personnel to creatively and actively provide quality services to owners in the performance appraisal and reward and punishment system of enterprises.
Secondly, focus on managing the service quality of each project management office. Service quality mainly includes the following aspects: the quality of infrastructure maintenance, the quality of property management services (service attitude, service skills, service methods, service efficiency, service etiquette, cleanliness and safety, etc.). ), as well as the environmental atmosphere of the property community. Specifically, the quality management of service quality starts from the following aspects:
First, total service quality management. The source of service quality management is to appeal to the satisfaction of service and owners (users). Highlight active service, timely service and enthusiastic service. Take the responsibility system as the key means to implement the service quality of all staff. Fully mobilize the enthusiasm and creativity of all managers and owners (users), promote the continuous improvement of the quality of our employees, firmly establish the idea of "quality first", care about the quality of property services and participate in quality management.
Second, the whole process of service quality management. Shift the focus of property management from post-inspection to pre-prevention, from focusing on results to focusing on factors to prevent problems before they happen; We should not only pay attention to the work in service, but also pay attention to the preparation before service and all the aftermath after service.
Third, create a humanized service quality management environment. Strengthen enterprise "spiritual" management and enterprise humanistic environment construction. It is also an important goal of quality management to create a "happy" working environment for employees and a social environment with good interpersonal relationship and social morality for owners. Without happy employees, creative work of happy employees and trust and cooperation of owners, there can be no high-quality service.
Discover and cultivate talents, so that employees and enterprises can grow together and develop together. Thereby enhancing the sense of belonging of employees and the cohesion of enterprises.
Quality Department of Property Management Company 202 1 Annual Work Plan (II)
First, total service quality management. The source of service quality management is to appeal to the satisfaction of service and owners (users). Highlight active service, timely service and enthusiastic service. Take the responsibility system as the key means to implement the service quality of all staff. Fully mobilize the enthusiasm and creativity of all managers and owners (users), promote the continuous improvement of the quality of our employees, firmly establish the idea of "quality first", care about the quality of property services and participate in quality management.
Annual Work Plan of Quality Department of Property Management Company
(1) objective: comprehensively carry out quality management and improve the quality of service and management.
(2) the focus of work
The service quality of the project management office is the core of quality management, and the management quality of the company's functional departments is the guarantee of the service quality of each project management office. Therefore, under the leadership of the company, the quality department will first focus on the following aspects to improve management quality:
First, improve the concept of functional departments serving the front line and improve the quality of teamwork. The functional departments of the company first serve the project management office and provide various support for the project management office; The second is monitoring, which contributes to the realization of various indicators of the project management office. Only by establishing the concept of serving the front line can we create a harmonious working environment and teamwork. Management will be smoother and more effective.
Second, improve the concept of performance. Put employee and owner satisfaction assessment and financial assessment in the same important position, and implement total quality management.
Third, improve management methods and improve the quality of system implementation. Going to the scene more and walking around the management will not only help to improve themselves, but also help front-line employees to improve their ability to find and solve problems on the spot. Improve the management style of cadres to employees. Learn more about employees' ideological trends and working conditions, and care for and stimulate employees' work enthusiasm and enthusiasm. Reduce the enthusiasm and enthusiasm of employees caused by improper management methods. When implementing the system, we must first communicate accurately and improve the quality of system implementation.
Fourth, improve on-the-job training methods and improve training quality. Select training content according to the different work scope of employees and organize training respectively. The training of grass-roots personnel emphasizes operability and service quality awareness; The training of managers highlights the management ability and the management quality consciousness of initiative, keenness, advance and pragmatism.
Fifth, optimize the system and improve its own executable quality. Formulate job responsibilities and detailed descriptions, work operation manuals and service quality standards, improve the performance appraisal system and improve the quality supervision mechanism. Ensure that all services are standardized and orderly. Whether the system is scientific and realistic is directly related to the effectiveness of the system. The higher the effectiveness of the system, the more enforceable it is, and it can be a work guide for employees to improve service quality. Complex and cumbersome rules and regulations can only force service personnel to passively perform service operation procedures.
Sixth, improve the project management system. In order to improve service efficiency and management quality, enterprises must try their best to delete complicated and unnecessary rules and regulations and operating procedures that restrict employees' decision-making power, and encourage service personnel to creatively and actively provide quality services to owners in the performance appraisal and reward and punishment system of enterprises.
Secondly, focus on managing the service quality of each project management office. Service quality mainly includes the following aspects: the quality of infrastructure maintenance, the quality of property management services (service attitude, service skills, service methods, service efficiency, service etiquette, cleanliness and safety, etc.). ), as well as the environmental atmosphere of the property community. Specifically, the quality management of service quality starts from the following aspects:
First, total service quality management. The source of service quality management is to appeal to the satisfaction of service and owners (users). Highlight active service, timely service and enthusiastic service. Take the responsibility system as the key means to implement the service quality of all staff. Fully mobilize the enthusiasm and creativity of all managers and owners (users), promote the continuous improvement of the quality of our employees, firmly establish the idea of "quality first", care about the quality of property services and participate in quality management.
Second, the whole process of service quality management. Shift the focus of property management from post-inspection to pre-prevention, from focusing on results to focusing on factors to prevent problems before they happen; We should not only pay attention to the work in service, but also pay attention to the preparation before service and all the aftermath after service.
Third, create a humanized service quality management environment. Strengthen enterprise "spiritual" management and enterprise humanistic environment construction. It is also an important goal of quality management to create a "happy" working environment for employees and a social environment with good interpersonal relationship and social morality for owners. Without happy employees, creative work of happy employees and trust and cooperation of owners, there can be no high-quality service.
Discover and cultivate talents, so that employees and enterprises can grow together and develop together. Thereby enhancing the sense of belonging of employees and the cohesion of enterprises.
Quality Department of Property Management Company 202 1 Annual Work Plan (III)
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 "Measures for the Management of Three-level Liability Certificate of Property Company", with "safety first, prevention first" as the guiding principle and "who is in charge and who is responsible" as the responsibility orientation, and implemented "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 letter of responsibility, the project leader's awareness of safety management was enhanced and the enterprise risk was effectively reduced. Statistics show that there was only one industrial accident in 20 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.
202 1 Articles on Annual Work Plan of Quality Department of Property Management Company:
Taken the property management company quality department 20 17 annual work plan.
★ Work Plan of Quality Department of Property Management Company
★ Year-end Summary of Quality Department of Property Management Company in 2020 (5 articles) (3)
★ Annual Plan of Property Quality Department
★ Annual Work Plan of Quality Department
★ Five Work Plans of Quality Department in 2020
★ Example of Work Plan of Quality Department in 2020
★ Five selected annual work plans of the Quality Department.
★ Annual Work Plan of Quality Department
★ Annual Work Plan of Quality Department 20 17
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