Chapter 1: Property Quality Improvement Plan
First, the positioning and intervention point of service standards.
1. Stand at the forefront and set feasible high standards.
Only with a high starting point, high standards and high service standards can we naturally reach a new level. The so-called frontier is the forward-looking development and construction, the accuracy of market forecast, and the realistic problems with a development perspective. The positioning of service standards is related to all-round business philosophy. The starting point is high, the standard is high, and the service standard orientation is definitely high. You have 100 yuan to do the value of 200 yuan 300 yuan, which is definitely not in line with the logic of value efficiency. The key is how to turn 100 yuan into the value of 200 yuan 300 yuan. First of all, it is feasible. Plasticity and operability. For example, in the appointment of employees, your threshold is high, and talented people without morality are definitely not allowed to enter. So if you set a higher standard, there will be a further leap in hardware and software, and the service standard will be further improved.
2. Reconstruct service specifications
The service standard has been positioned. The corresponding service specification must also match it. High-standard service and high-standard employees must also be high-standard service specifications. Specification is not a strict system. Nor is it a shackle that draws the ground as a prison. Specification is an agreement between standard and quasi-industry. With a standard plan, there is support.
3 Characteristics of the research project
The positioning of service standards and the reconstruction of service specifications must conform to the characteristics of the project. The architectural style meets the needs of customers and the development trend of social and cultural connotation. Ways and methods to solve the remaining problems. The structure mode of employees, the coordination of functional departments, the present situation of software and hardware, etc.
4. I plan to stand in the future and look at the present.
The plan really can't keep up with the changes, and it is very important to be forward-looking. Looking at the problems in reality from the perspective of the future, it is ambitious but not empty. With goal orientation, all problems have a starting point.
5 Focus on control and results
No matter how good the idea is, it can only be empty talk if it is not implemented. What is the result of implementation must be supervised and controlled. The quality of an enterprise ultimately comes down to economic benefits and social value benefits.
Profit is not 1+ 1=? Simple problem formula of. Enterprises should have long-term ideas and mechanisms to become bigger and stronger. Break the inherent behavior habits and ways of thinking, and creatively play their own business space.
Second, the structural model of property rights organization
1, a new idea of building a pyramid service ladder structure
The top of the pyramid is there, and the organizational structure of the whole engineering department is considered as a service system. Manager service supervisor, responsible for serving foreman, foreman serving employees and employees serving customers. Step-by-step management and step-by-step responsibility system, each level of management has the right to work, and grass-roots employees should be placed in the first place in the whole organizational structure. They are the top of the pyramid. This will help motivate employees to pursue progress, self-improvement and perfection. It is conducive to cultivating talents and discovering talents. In property management, the emphasis is on efficiency rather than results. Service ladder structure is the transformation, standardization, responsibility, control and realization of service viewpoint throughout the whole service link.
2. Improve the system and standardize the employment mechanism.
The standardization of the employment mechanism and the perfection of the system come from new thinking and new ideas. Property management is a job with service as its essence and service reflected by management. Property management companies take management as a means, aim at providing quality services to customers, and aim at the overall unification of economic and social benefits. Norm is the need of enterprise development, and system is the code of conduct. What kind of employees to absorb and what kind of organizational form to build. Whether the overall quality of existing employees can adapt to the new trend of serving customers. Whether the foreman or supervisor is hired or promoted from the grassroots employees. What are their respective responsibilities? What are their respective employment conditions and prerequisites? Therefore, it is necessary to further improve the system and standardize the employment mechanism.
3. Staff promotion and incentive mechanism reconstruction.
Reward the superior and eliminate the inferior. Excellent employees should give more encouragement and care. For example: training opportunities, job adjustment opportunities, bonuses, certificates of honor. The salary scale has been raised by one level. Grasp the typical example and effectively stimulate the cohesion of team spirit.
4. Principles and responsibilities
Even the best service standards, codes of conduct and operational standards must be implemented. Adhere to principles in implementation and condense responsibilities. Form a long-term mechanism of a department. The existing personnel structure, quality training and technical skills of engineering departments have problems of principle and responsibility in many places. If you don't adhere to principles, you will become a mere formality and lack a sense of responsibility.
5, salary and service standards, technical skills, quality cultivation.
Salary should be in direct proportion to service level, technical skills and quality accomplishment. When wages are raised, employees will be guaranteed. Service level, technical skills and quality will naturally go up a step. The current situation in the engineering department is one size fits all, and wages are not graded. Employees with high service level, technical skills and quality can't get considerable salary. Their work passion, principles and responsibilities will also drift with the tide, and the relatively poor employees will be even worse, so the promotion of employees and the grading of salary are imperative.
Third, the early intervention of the property.
1. Participation in planning should be forward-looking, scientific and practical.
The sooner a property enterprise sets foot in the property, the better the management level in the future. Participating in planning and attaching importance to foresight, scientificity and practicality can increase the efficiency and value of property management enterprises. Can make customers' investment have a corresponding return in the future. Forward-looking, scientific and practical, examine and demonstrate the building structure from the perspective of property management and use. Rationality of greening sketch layout in equipment and facilities distribution area. Put forward suggestions and rectification plans. Follow up the implementation to avoid mistakes in future takeovers. Improve the quality of property. If the project has been completed and the equipment has been installed, the problems found cannot be changed. Therefore, it is absolutely necessary to intervene in advance in the construction stage. Supervise and inspect the process control and acceptance control of durability, corrosion resistance and extrusion stress of property structure, waterproof layer, concealed works, steel pipes and pipeline materials. Our present situation is that all the archival materials are very imperfect. For example, the comprehensive wiring diagram of the park: the direction of pipelines such as water supply and drainage, rainwater, strong and weak electricity systems, and the important positions of important gate valves and inspection ports. Layout and distribution of hydropower pipelines in green landscape. Contact information of suppliers of some equipment and facilities, product design specifications, operating procedures, warranty period and agreed written agreement. Completion acceptance and takeover acceptance are two different acceptance concepts. Completion acceptance is a government act, and takeover acceptance is an enterprise act. Taking over property is equivalent to transferring responsibility. Therefore, it is of great responsibility to take over the acceptance.
2. The new concept of providing all-round management services for customers' repossession and occupancy.
When it comes to property, the problems of each unit should be summarized and filed. The opinions put forward by customers at the time of repossession should also be recorded and filed in detail. In this way, a specific case of a flat was formed. It has reference value for future decoration management and maintenance operation. Erzhuang is the window for customers to understand the image of the property management company. The conduct and skills of Erzhuang employees directly affect the overall image of the company. It is completely wrong to think that second-class employees are patrolling and inspecting, supervising and managing. What they are familiar with is a powerful guarantee for the whole operation and management. The needs of customers are manifold. There are many places that are unpredictable. Therefore, we must require our employees to have extensive knowledge, service level and technical skills to meet the needs of customers as much as possible. Broaden one's talents in an all-round way and cater to customers' consumption concept of spending money to buy convenience. One-stop, all-round service for customers to repossess, decorate and move in. Satisfy customers, strengthen yourself, enjoy resources, and achieve mutual benefit and win-win results.
Fourth, the organic combination of software and hardware
1, hardware is platform, and software is? Soul? .
The hardware facilities in the park are outdated and it is difficult to meet the consumer demand of customers. What can we do on the existing platform? Can you make up for the lack of hardware facilities from the software? Strengthen service, optimize the structure of combined employees, improve the system and standardize operation. What is software? Soul? With spirituality and operability, hardware can play its potential.
2. Improve hardware facilities and software support.
How to improve and transform the existing hardware facilities through technology? Where is the entry point and how to improve it. Now that the maintenance funds can't be moved, how to solve the expenses? For example: intelligent access control system and monitoring system in the park. Fire fighting linkage system, sewage lifting pump monitoring system, cable TV network system. The equipment of office environment facilities and other issues. These problems need to be solved step by step. If the hardware facilities are upgraded, our software needs to be improved. Without excellent software support, even the best hardware facilities can't play their due role.
3. Find out the combination of software and hardware.
Hardware and software complement each other, how to operate to achieve the best state, and where is the combination point? Both hardware and software can be improved. You can solve it if you want to. The problem lies in the solution time. The approval of the superior leaders is affirmative.
Verb (abbreviation for verb) Operation mode of equipment and facilities
1. Reconstruct the operation of equipment and facilities from the perspective of energy saving and service standards.
All business activities, policies and regulations are ultimately aimed at improving efficiency and adding value. Saving energy without reducing consumption or increasing efficiency. Energy-saving control has indicators, maintenance control has plans, and a reasonable proportion is determined through the previous objective conditions. There are many aspects of energy saving, such as streamlining some really poor employees, improving the comprehensive skills of training employees, promoting energy-saving new products and hiring professional skills companies. It should be feasible to strengthen service awareness, improve service standards, prevent material overstock and waste, and reconstruct the maintenance and operation mode of equipment and facilities, as long as it can increase profits and increase value.
2. The change of quality should not be the accumulation of quantity.
Employees would rather concentrate than abuse. Hire employees for training and careful assessment, and put an end to the phenomenon of no distinction between public and private. Those who do not meet the requirements will not be hired. Only by conscientiously adhering to principles and absorbing excellent human resources. Organization can be reasonable. The existing organizational structure of the engineering department has accumulated to a great extent. The configuration may be proportional, but it has not played its due role.
3. Learn to use leverage to expand yourself.
? Force? Strength, quality and professionalism. Leverage is to employ some professional and high-quality companies to maintain and manage equipment and facilities through some legal business models. While participating in management, it also improves the technical ability of employees. This is the power of example. However, the labor cost should be reasonable, and the premise principle is win-win and mutual benefit, which conforms to the property management regulations.
Maintenance and operation management of intransitive verbs
1, remodeling? A role model? Forging team spirit.
The improvement of the company's comprehensive quality also needs employees to reflect, and the ability of employees will directly affect the company's overall ability and team spirit. Establish? A role model? Set goals for employees' ability improvement, so that employees can constantly push themselves to improve their technical skills and quality while improving the company's service level. Let every employee hold a common goal, put the company's interests first, and realize their own value while the company develops.
2. Establish a training plan
The management of maintenance operations is an important responsibility of engineering departments, and how to ensure that their responsibilities are effectively implemented. We must establish a complete and feasible system, norms and plans. Plan is the means, norm is the control, and system is the agreement. Only when there is a plan can there be rules to follow and everything be organized. Find out the common links, study the breakthrough point, and then determine the training topics and order in a targeted manner. Training setting should be a long-term work. Without study, there is no progress. The problem existing in the engineering department is the lack of planning. Annual plan, monthly plan and daily plan. The company rushed to the inspection and sharpened the gun at the last minute.
3. Benefit, efficiency and value
Where does the benefit come from? From efficiency and values. Efficiency is not the length of time you spend dealing with problems. It is the time limit for you to deal with the problem. For example, it took you a short time to achieve the effect and purpose of dredging the water maintained by customers. However, after a day or a week, the same problem came out again. Repeated repairs caused customers to resent, and manpower and material resources were repeatedly invested. This is a waste. Where does efficiency start? The value of an employee depends on his sense of responsibility, service awareness and comprehensive quality of technical skills. Excellent employee repair rate is low. Customer satisfaction is very high. Relatively speaking, his salary is high, and the company gets more returns. Efficiency is a visible benefit, while values are a guide to efficiency and norms. Quality and specialty are the keys to maintenance and operation. If our employees are all high-quality professional technical experts. How will the customers we face react? Isn't this a welfare? Entrusting some high-tech equipment and facilities to professional companies is not a means of increasing efficiency? Get more benefits while transferring risks.
Chapter II: Property Quality Improvement Plan
1, deepen? Model room? Comprehensive replication and promotion to achieve regional management blind spots.
1. 1 Organize the service center management team (staff above the heads of all departments) to inspect all buildings, from the rooftop along the fire escape to the basement, from parks, garages, computer rooms, underground spaces, office areas, staff quarters, etc. Go to every corner, dig deep into the shortcomings in management, and find the management blind spots in time.
1.2 During the on-site inspection, a special person will take photos of the on-site problems, and the service center management team will clearly implement the problems to the department (to the specific executor) and specify the specific completion time nodes (start time and completion time).
1.3 the information operation department unifies the problems existing in the site into a special worksheet for improving service quality, and establishes a special task list in the company's APH; Every day, someone will track the progress of rectification and sales.
1.4 the general manager or deputy general manager of the service center will personally lead, coordinate and promote the implementation of various rectifications. Follow up every day, summarize every Monday and evaluate every month.
2. advocate all the staff in the park? Be a cigarette picker? .
2. 1 implementation? Everyone is a cleaner, everyone is an orderly, and everyone is an administrator? Love My Home Action is a 100-day appraisal activity starting from me.
2.2 Emphasize that all property service personnel should lead by example; To make the park clean and people go out, start with me. Be a cigarette picker? .
2.3 On the wall of the conference room of the property service center, set up an honorary book of good deeds, collect good deeds from various departments every week, and publicize them; At the same time, it will be notified at the monthly service center operation meeting and the regular meeting of various departments.
2.4 The Information Operation Department purchases a batch of smiling face cards, and the general manager of the service center personally issues smiling face cards to outstanding employees selected by various departments once a month, and gives cash rewards to the general manager fund of outstanding employees. Applicable to employees who have performed well for three consecutive months? Outstanding employee of the year? Honor and issue certificates.
2.5 The monthly selection of outstanding employees shall be presided over by the Information Operation Department, and shall be produced by the employees of all departments by secret ballot (employees of this department and relevant departments shall participate), so that everyone can strive to be a living Lei Feng.
3. Create in the community? Community briefing? And then what? Love my family action organization? .
3. 1 Use the community briefing to actively publicize the property management and laws and regulations and answer the questions of the owners; Avoid conflicts caused by untimely communication between the two parties.
3.2 Fully link the first education and establish a moral education base for children and students. Incorporate community children into the ranks of loving my family and create? Love my family action organization? . Grasping a child's heart will grasp a family, so fully mobilize the enthusiasm and motivation of children and promote the construction of a harmonious community.
3.3 Actively help to build community universities for the elderly, and at the same time fully integrate social resources for the elderly in the community for our use.
3.4 The information operation department of the service center will arrange special personnel (or recruit special personnel) to be responsible for organizing and planning community cultural activities, so as to close the relationship between the owners and the property management company.
4. implementation? I make friends with my boss? Activities.
4. 1 among all employees? I make friends with my boss? Activities to enhance feelings and communication with the owners. Build a harmonious community step by step.
The above measures are only for your reference and extension.
Chapter III: Property Quality Improvement Plan
In order to further improve the property service quality of American Story on the original basis, effectively promote the housing sales of American Story and realize the continuous improvement of property service quality, the following quality improvement measures are formulated:
First, it is a feeling of enjoyment to show the house to customers in American stories:
Clean ground, garden-like surrounding environment, neat and comfortable, neat items, spotless, bright windows.
The indoor environment will make customers feel happy and relaxed, and create a feeling of leisure and vacation for customers; The bodybuilding posture, elegant movements, standard standing posture and commanding movements, standardized service, warm greetings and tips of the service staff can make customers feel the rigor and humanization of American story management. Under the existing service standards, the focus is on improving the following matters:
1. The head motion is added to the vehicle command motion of the image column, and the head rotates in the direction of the arm guidance, and the head rotation is synchronized with the arm guidance. Emphasize the strength of the action, and the command action must be clean, powerful and in one go. Focus on the youthful spirit of young people and the masculine beauty of men.
2. Stand in the yard with your hands crossed. Standing upright behind your hands mainly reflects majesty and belongs to the alert standing posture. Standing with hands crossed is a kind of service posture, which makes the service personnel always in the state of serving the guests, increases affinity and shortens the distance with the guests.
3. The parking post guides the two cars in place and pulls the door to highlight the service in operation to reflect the timeliness of the service.
4. On the existing basis, the cleaning service emphasizes timely cleaning at any time, while ensuring the sanitary standards of the parking lot, the interior of the sales office, the Jinchi Square and the green belt, and cleaning the customer's visit route (passing through the construction site, the model house and the wooden bridge) in time.
5. In order to ensure the safety of personnel, avoid a large amount of soil from the construction site being brought into the sales office, and at the same time, for the sake of beautiful environment of the sales office, in rainy and snowy weather, cleaning should set up safety warning signs on the customer's visit route, and lay floor mats on both sides of the wooden bridge.
6. Customer service personnel provide full guidance services. At present, the customer service staff are standing at the gate and the glass door of the reception area, and they are standing at the gate instead. When the guests enter, a person guides them to the reception area and provides corresponding services. After receiving the guests, the marketing staff will stand by the glass door of the reception area and send the guests back to the gate after visiting the model room.
Second, from the customer's needs, highlight the dignity of customers:
Visitors now may become the owners of American stories in the future. We consider customers' needs in advance,
To do this, we will think of what our customers didn't think of beforehand.
1. Provide umbrella service for customers in rainy days, and provide umbrella service for the elderly, women and children in hot weather.
2. Help the elderly and pregnant women in time.
3. In case a customer is holding a child or carrying something, help the customer carry something in time.
4. Pay attention to what kind of drinks customers need and how they sit. Don't guide the elderly, pregnant women and children to sit under the air outlet of the air conditioner.
5. In case of tall and obese customers, adjust the seat position for them in time.
6. Customers who take children and the elderly to see the house will ignore the care of children and the elderly because they focus on the house. At this time, they should always pay attention to the safety of children and the elderly and remind customers to take care of them in time.
7. Add an ashtray to the bathroom partition.
8. In rainy days, add a shoe cloth and a shoe brush to the bathroom countertop.
Third, increase the added value of property services and effectively promote the sales of American story houses.
Customers who buy villas are successful people, and they are concerned about the quality, quality and living environment of the house.
At the same time, we are also very concerned about the quality of property services provided after check-in. High-quality, high-quality property services can make customers feel that developers are concerned about the needs of owners, and the services they can enjoy after staying can enhance their confidence in buying. Increasing the added value of property services will promote housing sales;
1. Familiarize all personnel with the explanation of American story projects and model houses.
2. Customer service and etiquette receptionists understand the design style and concept of American stories.
3. Customer service and etiquette receptionists understand the characteristics of different styles of villas in American stories.
4. Regularly ask marketing personnel to train and explain the content and skills.
5. Regularly evaluate the explanations of American story projects and model houses.
6. Understand the customer's needs and opinions in time, and summarize and feedback them to relevant departments.
7. Summarize the * * * questions that customers need to know, and formulate the answer ideas.
8. Marketers often visit a small number of customers after work. In order to facilitate customers and promote sales, they packed the sales materials in advance, introduced them to customers and provided a set of American story sales materials.
9. Led by the Property Logistics Department, regularly understand the marketing needs and improve the quality of property services in a timely manner.
10. Summarize and report the problems found in the daily inspection that affect the overall quality of the sales office, and submit suggestions for improvement.
Fourth, strengthen early intervention and show customers humanized and high-quality American stories.
As a kind of professional service, property service plays an important role in equipment selection, customer demand,
We have accumulated some experience on the shortcomings and problems that are easy to occur in the delivery of property. There are related professionals in customer problem solving, engineering, safety and cleaning. In order to reduce the amount of maintenance and rectification after property delivery, the public facilities delivered to the property can basically meet the requirements of the owner's life, safety and leisure. In the process of housing sales and owner's occupancy, the early intervention of property services is essential.
1. Strengthen the construction quality monitoring in the construction process.
2. Conduct a preliminary inspection on the quality of completed projects, facilities and equipment, lines and pipelines.
3. Summarize and report the problems found in the initial inspection and rectification opinions.
4. Put forward relevant opinions on the styles, contents and colors of various labels.
5. Summarize the problems that affect the use of functions, and report the improvement opinions at the same time.
Property service is a tedious and meticulous work, and the control of details is very strict. A relaxed posture, face.
A unsmiling expression, a blunt greeting, a spit on the ground, a muddy path and improper stacking of goods will all be reflected in customers' minds, leaving them with bad memories. In order to ensure the service quality, we should always pay attention to the service details and strictly control the quality.
1. Let work records and inspection forms play their due roles. Fully reflect the work contents, standards, inspection contents and standards on the form, and truly reflect the daily problems on the record.
2. Before going to work every day, submit the record of the previous day to the competent leader for review.
3. Weekly and monthly work plans and summaries, and procurement plans are submitted on time.
4. Managers should monitor the completion of the work plan and the rationality of purchased items in real time.
5. Strengthen daily inspections, put yourself in the customer's position, patrol and check, see that the service is not in place, and the sanitation within the visible range is not in place, and rectify it in time. Looking at uncomfortable customers by yourself will not be satisfied, and what you want to show customers must be the best.
6. The relevant departments must analyze the causes of the problems, put forward rectification measures, and supervise and inspect the implementation of the rectification.
7. Always pay attention to customer complaints. Customer complaints will be fed back to customers as soon as possible. After the implementation, the customer will be informed and asked for supervision and inspection until the customer is satisfied.
Sixth, strengthen communication, stabilize the team and carry out the work smoothly;
Harmonious and stable team, pleasant working atmosphere and communication are essential. Through communication, departments and colleagues can get to know each other; Through communication, the other party can know the other party's working methods, ideas, ideas, goals to be achieved and implementation methods; Through communication, we can resolve contradictions and unify our thinking. Unity of goals and thoughts is conducive to the smooth development of the work.
1. Organize employees to have heart-to-heart talks on a regular basis to understand employees' ideological trends. If necessary, please invite relevant personnel of the developer to participate.
2. Use leisure time to chat with employees, avoid preaching, and understand the voices of employees.
3. Ask employees questions, ask for reasonable and timely solutions, and explain and reply to unreasonable reasons in time.
4. Communicate the content of the submission with the relevant person in charge before submission, and report it after the idea is consistent.
5. Problems encountered in the work, technical support needed in the work, and timely communicate with relevant responsible persons.
6. Enrich the cultural life of employees (tug-of-war, chess game, dancing, self-help outing, etc.). ).
(The material of this article comes from the Internet. If there is any infringement, please contact to delete it. )