Property quality improvement plan

In order to ensure a high starting point, high quality and high level of things or work, it is often necessary to make detailed preparations in advance. A plan is a written plan made after comprehensive consideration of factors related to things or problems. So how should we make a plan? The following is a sample essay (3 selected articles) of the property quality improvement scheme I collected for your reference, hoping to help friends in need.

Property quality improvement plan 1 1. Orientation and intervention point of service standard.

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. Therefore, if you set a higher standard, the hardware and software will make a further leap, 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 norms, 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, pay attention to 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 the platform and software is the "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. Software is the "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.

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, remould "example" and forge 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. Set a "role model" to set a goal for the improvement of employees' ability, so that employees can constantly push themselves to improve their technical skills and quality, and at the same time improve the company's service level. Let every employee have a common goal-the company's interests first, and realize self-worth 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.

Property quality improvement scheme 2 1, formulate the maintenance plan of public facilities, implement preventive management, and rectify the public facilities in time before problems occur; Make a night patrol plan, with the participation of night safety supervisor, public facilities maintenance personnel and regional safety supervisor, focusing on checking the integrity of night lighting;

2, based on the customer's intuitive feelings and the impact on the customer's daily life, make the maintenance schedule of public facilities, the responsible person must complete it within the prescribed time limit after receiving the instruction;

3, public facilities maintenance responsibility to people, establish a daily inspection and maintenance mechanism;

4, the implementation of regional responsibility system, regional housekeeper, safety management personnel and maintenance personnel are responsible for the public facilities in their respective areas; Evaluate the maintenance status of public facilities in each district, encourage them better, and form a benign competitive atmosphere between districts;

5. Implement the maintenance and renovation of various public facilities in the community and inform customers in time through the bulletin board.

sanitary equipment

Focus on the main roads, entrances and exits of the community and the parts where customers feel more obvious.

1. The outsourcing unit should provide the management scheme suitable for the community according to the differences of each community, including personnel recruitment, training, operation procedures and assessment methods.

2. Standardize the on-site operation process and etiquette of outsourcing units, and formulate unified training courseware;

3. Property management companies regularly select outstanding employees of outsourcing units and give certain rewards to enhance the work enthusiasm of outsourcing unit personnel; Let it integrate into the team and better serve the community;

4. Hold a working meeting with the management personnel above the monitor of the outsourcing unit every month, determine the rectification measures according to the problems existing in the environmental work this month and customer complaints, and * * * formulate the work priorities for next month;

5. Formulate environmental sanitation management measures in the contact area and time period of customers, so that customers can feel a clean and tidy living environment;

6. Regularly adjust the operation sequence and process. For example, corridor cleaners regularly adjust the order of cleaning corridors so that owners who go out regularly every morning can meet on-site cleaners; Clean and inspect the corridor before work every day to ensure that the corridor is clean when the owner comes home at night;

7, all employees area management, division of responsibility areas, to avoid the existence of dead ends;

8. Emphasize that all staff members are clean, and require safe fixed posts to be responsible for the environmental sanitation of Fiona Fang 100 meters, without white garbage.

Greening maintenance

Focus on improving customer perception.

1, which can keep customer concentrated areas and key areas (such as main entrances and exits, lobbies, squares and other areas) sometimes beautified with seasonal flowers;

2. According to different specific areas, plants with different leaf colors can be selected for planting, and flowering plants with lower prices can also be selected for planting;

3. Open your mind, go out to study and make some iconic plant shapes in the community;

4. Trim and trim the lawns on the left and right sides of the road; Make the greening maintenance plan according to the season and put it in place;

5. Strengthen professional skills training, master the growth attributes and maintenance requirements of plants in the community, and do a good job in pest control;

6. Make a tree pruning plan every year to avoid the trees being too lush and affecting the daily life of the owners;

7. Provide customers with free consultation on greening and maintenance knowledge, and provide fertilization and maintenance guidance for withered flowers and plants in customers' homes in need.

traffic order

Focus on strengthening the management of parked vehicles.

1. Assign a special person to guide customers to get in and out and park their vehicles during peak hours, so as to reduce the waiting time of customers and handle conflicts in time; The interaction between posts ensures that there are posts to follow up when vehicles enter, guide and park, shortens the time for customers to find parking spaces and regulates vehicle parking;

2, according to Rizhao new residential or large-scale implementation of separate management of people and land, can add the original fire escape;

3. For car owners who often violate the rules, all positions should be familiar with their information. From the moment they enter the community, they will be reminded in the parking lot, and they will also take regular telephone reminders and door-to-door communication until the owners change their illegal habits;

4. For areas with insufficient parking spaces, we should actively communicate and discuss with business households, seek resources to expand parking spaces, and improve the situation of insufficient parking spaces (such as roads or squares);

5. Enhance the transparency of parking space information in the community, such as regularly publicizing the parking space information in the project, strengthening communication with the owners, and reminding the owners to fully consider the parking space before buying a car;

6, regularly hold special publicity, such as civilized driving publicity month, community traffic order publicity month, etc. , widely publicized through various activities;

7. Collect emergency telephone numbers of automobile maintenance service units around the community, purchase simple tools for replacing automobile tires, and assist in replacing automobile tires as needed.

Family maintenance

Focus on the timeliness of maintenance, the rationality of charging and the repair rate.

1, formulate and implement the system of customer complaints and on-site maintenance return visits, improve in time when problems are found, and summarize the return visits in time and send them to relevant responsible persons;

2. Standardize the service process of domestic maintenance, pay attention to service etiquette, and prepare materials from receiving orders, communicate with customers at home, communicate with customers after completion, and how to deal with customers when they are away;

3. Ask the customer service staff to pay a return visit within one working day after the room maintenance is completed. If the maintenance effect is not satisfactory and the customer has any objection, the information will be transmitted to the engineering office for follow-up treatment in time;

4, on-site maintenance return visit monthly report, will be found in the month of summary analysis, in order to improve the on-site maintenance service;

5. Organize the experience sharing meeting of domestic maintenance personnel every quarter to share innovative methods of domestic service and tips of domestic maintenance;

6. Establish a practical on-site maintenance base to improve the professional skills of technicians;

7, study the domestic maintenance quantitative assessment system, encourage technical personnel to work actively;

8. Domestic maintenance personnel implement flexible working system according to the domestic maintenance needs of community customers and domestic workload;

9. Hold regular communication meetings with monitoring center, regional housekeeper/customer service related personnel to find and solve process problems;

10, after the maintenance task is completed, actively consult the owner whether there are other requirements;

1 1. Make the telephone number of home appliance maintenance service around the community into a small card and send it to customers; Free of charge to provide customers with services such as cleaning air-conditioning filters and teaching customers power-saving tips.

customer service

The new owner made a good first impression.

1. The sales website strengthens customers' feelings about the property, such as Agile property story and Agile property DV publicity.

2. The property service personnel at the sales site are equipped with highly professional personnel to reassure customers and provide thoughtful service, and at the same time, the investment in training resources for case service personnel has been strengthened.

3.DV plays the scene of land reclamation by property personnel at the owner's check-in site, and evaluates multiple decoration units for customers to choose from, so as to impress customers.

4. Before and after check-in, the customer service staff sent a short message to the customer, thanking and welcoming the owner to become the owner of Agile, and telling his property assistant's mobile phone number to facilitate the later service.

5. Print the decoration reminder, indicate the matters needing attention in decoration, and remind the customer when handling the decoration formalities. Customer decoration supervision service: establish customer decoration list; Regularly inform the owner of the renovation process and the problems existing in the renovation;

6. The regional manager shall formulate an interview plan and a follow-up mechanism for information feedback, provide customer care within one week after the customer arrives, congratulate the customer on his arrival in the region, establish a preliminary relationship with the customer, and inform the customer of the service scope of the property and the communication channels and methods with the property. Regional butlers can install service business cards at the entrance of each lobby in the sections where access is concentrated, so as to deepen their impression;

7. Send the monthly management fee bill to the customer by email, SMS or fax in time;

8. Send text messages to bless customers on holidays, and send text messages to inform customers when holding large-scale community cultural activities;

9, one month before the expiration of the warranty period, unified SMS to remind customers;

10. Rectify the problems left over by the owner after moving in, file and manage the problems left over, and implement the responsibility system of first inquiry until the problems are solved;

1 1. Hold regular meetings with the repair office to learn about the progress of solving the remaining problems, negotiate solutions to major problems, and unify the reply caliber;

12. Learn about customers' interests and hobbies through community cultural activities, establish an information base of key customers, high-quality customers and key customers, and formulate corresponding customer service and interview plans for different customer groups;

13. Inform customers to participate in community cultural activities according to their different hobbies;

14, increase the construction of associations, establish good relations with members of associations through different activities, and form new associations in a planned way every year;

15, establish a community cultural talent pool, tap special talents in the community, and establish good relations with them through community cultural activities;

16. For agile and satisfied customers, it is necessary to formulate customer care and interview plans to cultivate such customers into high-quality customers. If: SMS care: send warm wishes to customers, including owners' families, on important days such as festivals and birthdays. Home care: you can buy small gifts or flowers for happy events such as giving birth, getting married, moving, etc., and come to congratulate you. Special care: for customers who have left behind problems, apply to the real estate company, and the real estate staff will come to the door;

17. Conduct a "manager reception day" every month to solve problems in a targeted manner;

18, focus on conducting civilized publicity and guidance every month, such as civilized dog raising publicity month, civilized driving publicity month, prevention of high-altitude parabolic publicity month, and property service publicity month.

19. Print all kinds of cards for customers, such as business guide cards, tips for saving electricity, tips for life, tips for killing mosquitoes, and publicity cards for civilized dog breeding, and distribute them to customers according to their needs;

20, the establishment of community publications, through newspapers and periodicals to build a communication platform between property and owners;

2 1, customer service professional segmentation: according to the customer's living habits, personality characteristics, hobbies, service needs and other factors, in order to adjust customer service resources in time;

22, check whether the customer communication channels are smooth, whether there is someone who is responsible for the follow-up processing, whether the problem is handled in time. By simulating group litigation and other emergencies, sort out the emergency handling process;

23, in the form of questions and answers, formulate the compilation of departmental answers and complaints, and improve the familiarity of each position with answers through regular examinations;

24. Hold customer service staff forums in different regions every quarter to exchange experiences and discuss and solve difficult problems;

25, regularly carry out customer service staff internal work experience and external exchange learning;

26, complaints daily inventory to determine the responsible person, daily inventory complaints, unfinished complaints to find out the root cause, and is responsible for urging those responsible to complete as soon as possible;

27, monthly departmental meeting, complaints summary analysis, complaints early warning;

28. Hold a weekly departmental meeting to analyze the reasons for the complaints that have not been completed in time and determine the solutions;

29, strict customer registration at the front desk and monitoring center, do everything with registration, processing, follow-up, results, return visit.

Property value-added service

Focus on making business households fully feel our services.

1. On the basis of the original supporting facilities, the corresponding facilities are configured according to different areas, bringing convenience and surprise to business households.

2. Carry out different activities according to the interests of different customers.

3. Establish business birthday information and organize business birthday parties.

4, joint real estate or group company effective resources, organize the corresponding activities.

Property quality improvement scheme 3 Property service quality improvement scheme In order to further improve the quality of property service on the original basis, effectively promote housing sales and realize the continuous improvement of property service quality, the following quality improvement measures are formulated:

First, the company headquarters:

1. Publicize the company's complaint telephone number at the front desk of each community: 2 160030, reply to the complaints on the same day, and follow up and implement them;

2. Set up a meeting between the general manager and the owner in each community to listen to the owner's questions and answer the owner's doubts.

Second, the sales center:

1. A member of the order adjustment team is directing and guiding the inspection of vehicles parked at the intersection of Jinshajiang Avenue and opening the car door to guide customers into the marketing center.

2. In rainy days, cleaning will increase the service of shoeshine in the door, and wipe and dry the customer's upper with a dry cloth.

Third, community management:

1, order:

A. change the gate to stand guard;

B patrol personnel are equipped with armbands printed with the word "patrol" on their left arm, and patrol with batons and walkie-talkies;

C. order the players to change hands;

D, check and register people and vehicles entering the community;

E. provide command and greeting services for parking in the parking lot;

F. Set up ordering service at the gate, and provide timely assistance according to the host's needs (help the host carry luggage, open an umbrella, and lead the guests who visit the host to the host's house).

2. Customer service:

A. implement standing service and putonghua service;

B. collect letters and parcels on behalf of others, and make phone calls or deliver them to your door;

C. The publicity column is dedicated to providing information release services for owners (rental and sale of houses, etc.). );

D. Pay phone, broadband, water, electricity and gas payment services;

3. Project:

A. Uninterrupted elevator maintenance "after zero" service;

B. Provide 15 minute door-to-door service to the owner's application for repair, and carry out paid service reduction and exemption activities every Sunday;

C. Check the civil works, water leakage, water, electricity and sanitation of vacant houses every week;

D, establishing equipment files to hang on the equipment;

E. The engineering supervisor shall check the operation of the personnel and equipment on duty once a week.

Step 4 clean:

A. Change garbage disposal once to twice a day;

B. clear the accumulated water after one hour in rainy days;

C. disinfect the elevator once a week;

D. Extend the health service hours from 7: 00 to 20: 00;

E. providing paid domestic and cleaning services;

5. Greening:

A. replanting sidewalks in the lawn to restore greening;

B.replant some autumn and winter.