What are the main contents of quality management in property management? How to manage the property quality well?

Property quality management \ x0d \ x0d \ Property management, as a continuation of real estate development and after-sales service, 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, property management companies are constantly looking for a breakthrough in their ability to provide products-"service". Among them, strengthening the quality management of property management enterprises is one of the important means. \x0d\ The products of property management enterprises are services, and the management of things meets 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 breaks down the connotation, content and quality management methods of property management quality as follows: \x0d\ 1. The service quality content of property management \x0d\ The quality management content of property management enterprises refers to the understanding of quality management expert Gronos, and the service modes are divided into technical quality (TQ), functional quality (FQ) and information quality (IQ): \x0d\ 65438++. According to the characteristics that property management is the follow-up service of real estate development, the technical quality can be divided into: \x0d\ (1) property intelligence level; \x0d\ The intelligent level of the 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 the developer in advance and the early intervention of the property management enterprise, the corresponding rectification opinions are put forward and adopted by the developer. 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. \x0d\ (2) Technical level of property management; \x0d\ This aspect is reflected in the professional knowledge and skill level of property management enterprise personnel. \x0d\ (3) Degree of standardization of property management; \x0d\ 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. \x0d\ (4) Service development capability of property management \x0d\ Things are always developing and changing, and so are the needs of owners. Property management services must also meet the needs of owners, and continue to develop and upgrade. \x0d\ 2。 Functional quality \x0d\ functional quality is mainly reflected in the level of the property itself, the property manager and the mechanism, including \x0d\ (1) functional facilities \x0d\ ① completeness \x0d\ ② equipment quality: mainly reflected in the quality content of the equipment itself and the installation technology of the equipment. \x0d\ ③ Functional collocation \x0d\ (2) Service affinity of property management \x0d\ ① Service attitude of property management \x0d\ ② Service etiquette of property management \x0d\ ③ Service scene layout of property management involves two aspects, one is the overall environment of the property management service community or building, the other is the office space of the property management enterprise. Simple, bright, friendly and orderly places give residents and service personnel a strong affinity and sense of belonging. \x0d\ (3) Service efficiency of property management \x0d\ Service efficiency of property management is the ultimate embodiment of service function and can reflect the comprehensive strength of property management enterprises. Here mainly from the following aspects: \x0d\ ① service response time of property management; \x0d\ 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. \x0d\ ② Property management service processing time; The processing time of \x0d\ 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. \x0d\ ③ Service treatment effect of property management; \x0d\ The service treatment effect of property management is the ultimate embodiment of the corresponding service quality provided by property management enterprises to the owners, and the comprehensive satisfaction of the owners with the service is reflected in the service effect. Usually, the service of property management is four words, namely "fast"-fast and accurate service response-accurate problem judgment, "fruit"-decisive and "good"-good handling effect. \x0d\ (4) Service price of property management \x0d\ Generally, the price of property management service does not appear, but when the service demand of the owner is not met, any price is on the high side. \x0d\ 3。 Information quality \x0d\ Information is also a 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: \x0d\ (1) Establishment of information channels \x0d\ Establishment of information channels is a necessary guarantee for effective communication and a prerequisite for effective information transmission of enterprises. Inside and outside property management enterprises, it is necessary to establish relatively multi-level information communication channels. \x0d\ (2) The speed of information transmission \x0d\ 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. \x0d\ (3) Accuracy of information transmission \x0d\ (4) Symmetry of information transmission \x0d\ Symmetry of information transmission means that general information transmission is two-way, so seeking support from lower levels requires a positive answer; 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. \x0d\ (5) Openness of information \x0d\ Openness of information can reflect the modern civilization of a property management enterprise. Vanke achieved "transparency" under the "sunshine system", which made information open and transparent in standardization, reduced many man-made obstacles, saved the costs that many companies thought must be spent, finally saved the comprehensive cost of services and improved the service quality of property management. \x0d\ II。 Service quality management method of property management \x0d\ Everything in a property management enterprise is quality, every gesture and gesture is service, and quality runs through the whole service process of property management. Quality management method has become the main clue throughout the service process, and it is the method and means of property management service process. 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 several aspects of the establishment and development of property management service quality culture: \x0d\ 1, and establish "customer demand as the core \x0d\ The service objects of property management enterprises are owners and property users, who are the most fundamental reasons for the existence of property management enterprises. If we lose them, we will lose the value of the property management company. \x0d\ 2。 Establish the working principle of "first satisfy employees, then satisfy customers" \x0d\ A property management enterprise without employees will have 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. \x0d\ 3。 Propagandize the "fact-based" working attitude \x0d\ Property management enterprises must actively advocate the "fact-based" working attitude, that is, the "seeking truth from facts" working attitude. 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 can effectively provide corresponding services to customers in order to obtain customers. \x0d\ 4。 Standardize the working method of "process control" \x0d\ 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. \x0d\ 5。 Adhere to the work style of "continuous improvement" \x0d\ The improvement of service quality cannot be achieved overnight. It needs continuous improvement and continuous efforts to upgrade the service quality to a new platform, so it is inevitable to adhere to the work style of "continuous improvement". \x0d\ 6。 The working idea of advocating "details" \x0d\ 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, which are available in general property management enterprises. However, the service quality level of property management enterprises is ultimately reflected in the meticulous service to customers. \x0d\ The establishment of quality culture in the above aspects 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.