Management case analysis

1 New Jinggang Property Management Company is a Sino-foreign joint venture, and its general manager is a Hong Kong investor. The general manager can be said to be an expert in the property management industry. He adheres to the principle of "continuously improving customer satisfaction with excellent service" and regards it as the corporate culture of the company. After two years of operation, he found that there are often many problems in the coordination between departments. Because of the poor cooperation between departments, customers often express dissatisfaction with him. These customers are all working in world-class companies, and their service to customers is based on the principle of "world-class customer service", so their requirements for property management are naturally measured by high standards. Once, a customer called for repair. After receiving the call, the power system engineering department sent relevant personnel to the scene. After inspection, it was found that the problem was not in the weak current part they were responsible for. The engineer called the high-voltage supervisor, and the other person's tone was quite unfriendly. He directly replied that someone had been sent to check the problem, and the weak electricity was responsible. But the engineer in charge of weak electricity thought that strong electricity should be responsible, so the two sides began to argue, which led to a quarrel. Due to the conflict between the two parties, the customer did not receive timely service, and the customer especially complained to the company's senior management. When the company asked the strong and weak supervisors to talk about the truth separately, the two sides were still pushing each other and thought that the other side should be responsible. This situation is very common in this property management company. If there is no superior supervisor to determine who is responsible, it will be particularly difficult to advance things. When the property management company needs residents to fill in the form, the administrative department gives this task to the front desk staff for assistance. However, the front desk staff complained again and again. Because their daily work is more complicated than 2, they often need to interact with others, so they can't concentrate on thinking. They think other departments can also help fill in this form. They refused the task and tried to push it to other departments. When the front desk staff meets some opinions from customers, they usually ask customers to call the relevant personnel directly. They can't carry out the company's philosophy, give full play to their enthusiasm and take the initiative to serve customers. In addition, there are some spears and shields between the front desk and the security department, and communication and cooperation between them are sometimes difficult. On another occasion, the staff of the finance department found that the washed water was not dried on the aisle of the building. They should have informed the administration department to pay attention to this matter, but the finance department felt that it was none of their business and did not reflect it in time, causing the customer to fall on the slippery marble floor. The injured customers demanded property compensation and even threatened not to pay property fees in protest. This has also caused customers to disagree with the company's reputation. Another time, there was a customer complaint. When dealing with the problem of installing air conditioners in offices, engineers and technicians adhere to the company's principles, have a tough attitude and do not understand the difficulties of customers. Afterwards, when the customer filled in the service feedback form, he said that he was very dissatisfied with the service. The engineer returned the form to the customer and asked him to fill it out again on the grounds that such feedback would affect his performance. Therefore, the concept of "excellent service" has become a form, a superficial illusion. The general manager from a real estate company in Hong Kong feels a lot of pressure. : 1. What is the essence of management in the case of New Jinggang Property Management Company? How is the management function embodied? 2. Explain this case with the scientificity and artistry of management.