Property management service process

Work flow and content of residential property management

Management framework

1, organization chart

2. Functions of each department and responsibilities of each post

3. Staff situation

1) personnel composition, including management personnel; Education component (especially managers)

2) the basic information of the backbone of each department

(2) Internal management system

1, company management form (general manager responsibility system? ; Is the relationship between the headquarters and the management office self-financing? )

2. Administrative personnel system

1) employee training system (check the annual training plan to understand the company's training priorities)

2) Staff assessment, reward and punishment system

3) Employee file management

3. Document management

1) Management of engineering files (drawings and equipment files)

2) Basic files of the community (completion acceptance data and various approval documents)

3) File lending system

4) Management of owner's data (confidentiality)

5. Financial system

1) formulation, declaration and approval of charging standards

2) Handling of security deposit

3) Budget, final accounts and financial revenue and expenditure analysis

4) Daily financial accounting treatment

5) Regularly announce the financial revenue and expenditure to the owners' committee and all owners.

6. Procurement and inventory management

1) Formulation and approval of procurement contents

2) Effective inventory control and timely replenishment.

3) Accounting treatment of inventory

4) Warehouse safety management system

7. File management system

1) External file management

2) Internal file exchange

3) Receiving and dispatching registration

4) Notification management system

8. Project management system

1) Selection standard management of subcontractors (qualification, project budget, reputation, etc. )

2) Sign a contract

3) Check and record the progress and quality of the project.

4) Project acceptance system

5) Rectifier system

9, the management of office equipment

1) account

2) Collect

3) Scrapping

10, contract management

1 1. How to use the image recognition system?

12, establishment of trade unions, welfare system and corporate culture construction of the company

(3) Public management system

1. Articles of Association of the Industry Committee

2. Management and maintenance of the Convention

3. Health Convention

4, decoration management regulations

5, parking lot management regulations

6, public security management regulations

7, garden, greening management regulations

Basic situation of the community (organizing the community to take over the acceptance work)

(1) Overview

1, management area, general situation of buildings, permanent population, composition of owners, etc.

2. Equipment and facilities

1) Fire fighting facilities

2) Power distribution equipment

3) Elevator equipment

4) Water supply and drainage equipment

5) Measuring equipment

6) Civil air defense facilities

7) Whether there are intelligent facilities.

3. Completion acceptance (whether there are design problems that affect the quality of property services)

(B) the way of property management

(III) General situation of the owners' committee

1, Articles of Association, date of establishment, personnel composition and relationship with the owners' committee

2. The rights that the owners' committee has exercised (whether it can effectively exercise its power)

3. The establishment, alteration and election system of the owners' committee.

4. The content and duration of the realty service agreement signed with the owners' committee.

(D) the internal environment of the community

1, greening rate

2. Parking spaces and their management

3. Maintenance and repair of public facilities

4. Owner's satisfaction with the community environment

5. Management of house use

6. Use of business premises

1) contract

2) Monthly rent

3) Business content

7. Whether the supporting facilities of the community are complete.

(E) the external environment of the community

1, relationship with local administrative department

2. Surrounding traffic, environment and sustainable development.

3, the surrounding property and its property management (whether there is competition in the future)

(a) Occupancy management

1, check-in procedure

2, the establishment of housing files (a file).

3. Vacancy management (regular inspection system)

4. The use system of vacant houses

5. Vacant key management

(2) Charge management

1, charge the property fee.

1) Payment notice issuance

2) Charging time

3) Cost breakdown

4) Owner's fee inquiry

2, the charge of fees (water, electricity, gas, television, etc.). )

1) Payment notice issuance

2) Charging time

3) Cost breakdown

4) Owner's fee inquiry

(3) Cleaning and disinfection management

1, cleaning and disinfection equipment, material management

2, cleaning and disinfection procedures and service standards

3. Inspection system

1) frequency and method of inspection (spot check? )

2) Check the records

3) rectification

(4) Safety management

1, security

2. Scheduler system

3. Video tour time and its record

1) patrol public * * * areas.

2) Building inspection

4, security team civilized service, dress code requirements

5, inspection system

1) frequency and method of inspection (spot check? )

2) Check the records

3) rectification

6, monitoring center management

1) monitoring records

2) Video tape management

7. Visitor management

1) entry and exit registration records

(5) Greening management

1, standard for greening and beautifying residential areas

2, flowers and trees conservation work plan and implementation management (new, replanting, replacement)

3. Inspection system

1) frequency and method of inspection (spot check? )

2) Check the records

3) rectification

(VI) Handling complaints from owners

1, the definition of complaint

2. Complaint registration system

3. Handling of complaints

1) timeliness

2) accuracy

3) Feedback the results to the owner.

4. Complaint rate statistics (centralized complaints should be investigated for responsibility, rectified within a time limit, and tracked and fed back by special personnel).

1) Timely rate

2) Treatment rate

(7) Owner's opinion survey

1, frequency, proportion, scope and content of the survey.

2, "opinion questionnaire" distribution and recycling system

3, opinion survey statistics

1) chart statistics

2) Investigation report

3) Announce the survey results to all owners.

4) Preventive and corrective measures

(8) Community cultural management

1, regular communication system with the owners' committee.

2, the specialist is responsible for

3. Organize community cultural activities regularly.

(9) Fire fighting system

1, fire equipment and facilities maintenance, maintenance system and inspection records.

2, fire equipment configuration management

1) account

2) Update records

3) Test records

3, regular fire drill system

4. The placement of fire propaganda signs

(10) Decoration management

1, decoration procedures

1) Decoration filing application form

2) Decoration agreement

3) Decoration deposit system

2, construction personnel registration system, access management

3, decorate patrol inspection and its records

4, decoration engineering acceptance

5, illegal punishment and rectification system

(eleven) the management of parking lots (spaces)

1, parking lot management system

2. Parking lot entry and exit records

3. Temporary parking charge system

(12) maintenance service system

1, 24-hour duty system

2. Accept the maintenance application and fill in the maintenance application and maintenance form.

3. Maintain the time limit for arrival.

4. Formulation of maintenance service charging standard

5. Owner confirmation system

6, maintenance review system

1) frequency

2) Proportion

3) rectification

7. Timely maintenance rate and statistical system of repair rate.

(13) Convenience service projects

(1) quality manual

(2) Program files

(3) Work instructions

(four) the operation of the quality system

(E) the dynamic development of the quality system