Property quality management

As a continuation of real estate development and after-sales service, property management has gradually formed an irreplaceable branch of emerging industries and gradually occupied a place in the minds of ordinary people. With people's increasing concern about the quality of property management services, what is the ability of property management enterprises to provide their own products? Service? We are always looking for a breakthrough. Among them, strengthening the quality management of property management enterprises is one of the important means.

The products of property management enterprises are services, which are the management of things and meet the service requirements for people. Quality management is the embodiment of all employees and the whole process of property management enterprises. Many property management companies have set up special quality management departments. How does the quality management department effectively carry out the quality work of property management enterprises? The author here subdivides the connotation, content and quality management methods of property management quality as follows:

First, the connotation of property management service quality

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, namely? Quick? The service should respond quickly. Quasi? The problem should be judged accurately. Fruit? Be decisive in dealing with problems. Okay？ The treatment effect is better.

(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. Where is Vanke? Sunshine system? Realize it? Transparency? In standardization, information is open and transparent, which reduces many man-made obstacles, saves the cost that many companies think must be spent, and finally saves the comprehensive cost of services and improves the service quality of property management.

Second, the service quality management methods of property management

Everything in a property management enterprise is quality, and every gesture and action is service. Quality runs through the whole service process of property management. Quality management method has become the main clue and method in the service process of property management. There are many methods of quality management, and the most fundamental thing is to establish the quality culture of property management enterprises. The author will focus on the establishment and development of property management service quality culture, and further elaborate several aspects of work:

1, build? Pay attention to customer needs? The working concept of

The service objects of property management enterprises are owners and users, which is the most fundamental reason for the existence of property management enterprises. If we lose them, we will lose the value of the property management company.

2. establish? Satisfy employees first, and then satisfy customers? Working policy of

Without employees, there is no property management enterprise. Employees are the ultimate embodiment of the service implementation of property management enterprises. Only when a property management enterprise has a large number of professional, enthusiastic, voluntary and diligent employees can the service level of the property management enterprise be improved and the service quality be recognized by customers.

3. promotion? Based on facts? working attitude

Property management companies must actively promote the development and growth? Based on facts? Work attitude, which is often said? Seeking truth from facts? According to the needs of customers, combined with all the resources of property management enterprises, and taking national laws and regulations as the criterion, we will provide corresponding services to customers in order to get the recognition of customers and create a harmonious partnership environment between property management enterprises, property management owners and users.

4. specifications? Process control? Working methods of

Service is a process, and the end of the process reflects the completion of the service. In this process, the details of each step can reflect the quality.

5. insist? Continuous improvement? style of work

The improvement of service quality cannot be achieved overnight. It needs continuous improvement, continuous efforts, and continuous promotion of service quality to a new platform. Continuous improvement? Work style will become inevitable.

6. Advocacy? Details? Thought of work

With the continuous expansion of the popularity of property management, the homogenization tendency is becoming more and more obvious, and the macro service needs can be mastered, such as the basic needs: security, cleaning, greening, maintenance, parking and other service functions of the community, as long as it is a property management enterprise. However, the service quality level of property management enterprises is ultimately reflected in the meticulous service to customers.

The establishment of quality culture in the above aspects also needs a cultural core, which is the attention of leaders. Without the support and practice of leaders, quality culture will be a blank sheet of paper, which seems inadequate. The quality consciousness of leaders is the main axis of quality culture of property management enterprises. The leadership mentioned here refers not only to the general manager of the property management enterprise, but also to the middle-level leadership collective including the general manager, because the senior leaders point out the direction and the middle-level leaders lead the team.

;