What are the aspects of Vanke's humanized property management?

Nine elements of Vanke's property success

1) service consciousness

The customer service concept of "respecting customers and satisfying customers" has been deeply rooted in people's hearts. After joining Vanke Property, every new employee of Vanke takes the first class and receives the first training, which is the "Vanke Property Customer Service Concept". From the beginning, the company will clearly convey such a message to employees-"respect customers, understand customers, communicate with customers sincerely, and regard customers as Vanke's friends."

In daily work and training, Vanke people should constantly and repeatedly strengthen similar concepts-"Vanke's service aim is to serve you wholeheartedly", "customers are the scarcest resource and the whole reason for Vanke's property existence" and "Vanke people's mission is to constantly exceed customers' growing expectations".

2) Standardized management based on ISO9000

As a mature quality control mechanism, ISO9000 quality system is very effective in guiding and promoting scientific and standardized management of enterprises. Therefore, among all domestic property management enterprises, Shenzhen Vanke Property took the lead in introducing and passing the international certification of ISO9000 system; Even in Shanghai, we are the first property management company to pass the international third-party certification; In addition, companies in Shenzhen, Shanghai, Beijing, Shenyang and Dalian successfully passed the ISO9000:2000 quality management system certification on 200 1.

It will be our long-term business strategy to fully introduce IS0900 1:2000 quality system in local companies and bring all new projects into the scope of international third-party certification. O9000 system is the basis of standardized management, but not all. The quality management and continuous improvement mechanism of all employees is our goal. For example, in the process of participating in the evaluation and winning the Shanghai Quality Gold Award, Shanghai Company has undergone thorough changes and improvements in standardized management.

3) Specialized construction

Focusing on the improvement of professional ability, Vanke Property Headquarters revises and issues a set of basic business operation standards (called VPS standards by Vanke) every year to guide the operation of local companies. It should be said that although it is an internal standard, the VPS standard is slightly higher than the "national excellent" standard in specific indicators. Through the full implementation of basic service projects, higher and stricter goals have been pointed out for local companies in standardized management. According to this standard, the Group will hold annual business inspection and Vanke Property Star selection, which undoubtedly provides a rare opportunity for local companies to learn, improve and improve.

As an important means of brand building, the professional level of enterprises is also reflected in the standardization of corporate image and employee behavior. Therefore, Vanke people have made great efforts in BI training and CI planning.

As an employee of Vanke Property, it is not enough to smile at customers, but also to have a good and standardized code of conduct. Therefore, as an important measure to deepen and promote employee etiquette training, Vanke people organized and carried out special BI training in 2005. BI is the abbreviation of Vanke Property Employees' Code of Conduct, which includes three parts: taboo part, general employee etiquette and post BI standard. The regiment dispatched elite soldiers from various companies to Shenzhen headquarters to receive a week-long intensive training. After returning to their respective companies, these "instructors" are trained in various forms, such as standard demonstration, scenario simulation, game battle and BI pacesetter selection. From company bosses and managers to grass-roots security and cleaning, thousands of Vanke property employees have received many rounds of multi-level and multi-angle training in gfd, telephone answering, language standardization and correct use of body language. At the same time, each project has designated a special "ambassador for you" to guide the inspectors to implement BI specifications, and local companies have also organized targeted inspections. BI training can't be completed overnight, because the easier it is to learn, the easier it is to be ignored and forgotten. Therefore, Vanke people have incorporated this content into the regular training system of various departments and conducted repeated cycle training.

1998, Vanke Property introduced a unified CI identification system within the group, and all management projects created and configured a unified identification community system as required. Through creative visual symbols, we can create a distinctive corporate image with affinity and humanization, which is convenient for the public to quickly identify.

Vanke divides the sign system into six categories: notice sign, guidance sign, equipment sign, green public welfare sign, traffic warning sign and other signs. At the same time, the installation position, material maintenance method and inspection and patrol system of each kind of signs are clearly and specifically explained and stipulated.

In addition, Vanke people's successful and unique attempt in the construction of enterprise professional ability is the "pre-intervention" model. Pre-intervention means that from the stage of project planning and design, Vanke people participate in the whole process of project planning and design, marketing planning and engineering construction from the standpoint of the owner, thus greatly reducing the quality hidden dangers and ensuring that the owner can enjoy high-quality and more convenient property services after moving in. For owners, property companies and developers, this is a "win-win" result.

In the planning and design stage, Vanke people put forward the modification and change opinions of planning and design to the real estate project department, design department and other relevant departments according to their previous management experience and the opinions and suggestions reflected by the owners in their work. These opinions include intelligent equipment, landscape greening, electrical system, water supply and drainage system, public facilities and so on, which are closely related to the owner's future life and property management.

In the marketing planning stage, Vanke Property is responsible for taking over the overall property management of real estate sales cases and sales demonstration areas, and visually demonstrating the service level and management ability of Vanke people to the future "Vanke owners". In addition, through on-site professionals to promote property management knowledge to customers, to solve customers' doubts and inquiries in property management, so that customers can buy houses more conveniently and safely, thus promoting the sales of real estate companies.

Finally, Vanke people will put a lot of energy into supervising the construction quality of the project. About half a year before the project moves in, Vanke's practice is to send a detailed inspection team to the project. The team is responsible for the comprehensive and all-round inspection and supervision of the construction quality of the project, reporting the problems found to the construction unit and the real estate company, and tracking and urging them to rectify. Detailed inspection usually lasts for 1-2 months, and more strict and careful takeover acceptance is required after detailed inspection.

4) Customer-centered service system

Respecting customers and taking customers as the center is not only a slogan, but also a real action for Vanke Property. Because behind it, there is a complete customer service system to support its operation.

First of all, it means smooth information communication channels between Vanke people and owners. In any residential area of Vanke Property Management, owners can express their opinions and ideas through the 24-hour hotline, network and suggestion box, or directly find the customer service supervisor. At the same time, Vanke people will take the initiative to understand the real thoughts of customers through the owner interview of the "owner advisory group" business return visit.

Secondly, it means understanding and respecting the legitimate rights and interests of owners. Every quarter, Vanke Property will post the quarterly service report to all community owners and accept their supervision; At the end of the year, Vanke Property will also submit an annual property management service summary report to the industry committee. In addition to the customer satisfaction survey conducted by various management departments every quarter, Vanke Property also entrusts an external professional company to conduct a satisfaction survey every year to obtain more objective and fair results. In terms of system, Vanke people adopt rules and regulations and strictly implement them. Measures such as "first inquiry responsibility system" and "customer complaint handling process" ensure that customer complaints can be transmitted, handled and answered in a timely and effective manner (usually Vanke people require all customer complaints to be answered within at least 4 hours in principle).

Thirdly, Vanke's customer service system should be able to effectively meet the personalized service needs of the owners. As owners, their basic needs for property management must be the same: for example, the safety, beauty and cleanliness of the community. As a service provider, Vanke people must provide in-place and standardized services for all basic services that owners care about. In addition, Vanke people also need to understand their personalized and differentiated service needs, provide them with "personalized service" and get a satisfactory service experience. At the same time, this is also a new profit growth point for property companies. Take Shanghai Company's "Concentric Series Activities" last year as an example. Vanke people launched "School at 4: 30" to relieve young parents' worries about their children being left unattended after school. The introduction of "warm sunset red" has solved the life difficulties of some single elderly people; The launch of "Worry-Free Garden" has satisfied people's pursuit of beautiful nature.

5) Pay attention to details

There is a classic theory in management: "The devil hides in the details", so does property management. Now the management mode and content of property management enterprises are basically the same, and it is the handling of details that best reflects the management level of enterprises.

Thanks to the efforts and vigorous advocacy of company leaders, Vanke Property has been close to "picky" in paying attention to details. For example, in the community managed by Vanke, we can't hear the "jingle" sound that the manhole cover often makes when it is run over by wheels. If we look closely, we will find that all manhole covers are fixed with wooden plugs. These corks are all cut by Vanke employees themselves, and Vanke employees will regularly check whether they are lost or loose. Another example: Vanke people's security box has been equipped with a pump for the owner's emergency use. If you look at it now, you will find that there are also gas needles in some sentry boxes, because there are more and more owners who love sports in the community. They often use a pump to inflate the ball, and having an air needle can save a lot of effort and trouble; Also, before visiting the owner's home, Vanke's managers always remember to put a pair of shoe covers in their pockets.

In fact, there are many such examples, because every employee of Vanke Property firmly believes that Vanke Property can make better progress and growth only by paying attention to every detail related to customers.

6) Community culture

A high-quality community is inseparable from the construction of community culture. Vanke Property has always advocated "big community culture" and devoted itself to the construction of community culture. In the projects it manages, it has formed a fixed community cultural model and a series of traditional cultural festivals, such as Lantern Festival, Arbor Day, Art Festival, Respect for the Elderly Day and Music Festival. At the same time, Vanke people often hold some special or major community activities, such as a large-scale owners' sports meeting with 10 community owners. For example, this year, Shanghai Company spent 200,000 yuan to hold a series of large-scale community cultural activities with the theme of "10th Anniversary of Urban Garden", and presented a "cultural feast" for the owners, including literary evening, fireworks evening, photo exhibition, commercial temple fair, tennis training and football friendly match.

On the basis of past experience, the group headquarters has carried out necessary integration and guidance on community cultural activities, hoping to give full play to the national advantages of Vanke Group and build a community culture with Vanke characteristics. As the first successful practice of this concept, in September this year, around "home? Family? With the theme of "Home", Vanke Property held the "First Happy Family Festival in Vanke Community" in 50 service communities in more than 10 cities, which was warmly welcomed. This makes Vanke people realize that the construction of community culture cannot be separated from the active participation of the majority of community owners. On the basis of traditional community culture, Vanke people will change the way of promoting community culture, which used to hold "large-scale entertainment activities", and turn to guide and assist entrepreneurs to establish clubs, salons and other organizations for their own entertainment. Based on them, encourage business owners of different ages and levels to participate in community cultural construction, and at the same time consider the communication between management projects and surrounding real estate projects to improve the quality of activities.

7) Innovation mechanism

Being the leader of the industry is the persistent goal of Vanke Property. It is an indisputable fact that the management scale of Vanke people is not as good as that of some other enterprises. However, leading is not just a matter of scale. Vanke people are full of confidence in becoming industry leaders in terms of ideology, mechanism and service. Because Vanke people dare to challenge themselves and innovate constantly.

The construction of innovation mechanism has always been emphasized and valued by Vanke Property. This is due to this internal development momentum. From "owner autonomy", "hotel management", "unmanned management" to "personalized service", Vanke people constantly have new management models; From "intensive management", "regional management" to "cross-regional management", Vanke people constantly optimize the management process of Vanke people. From the establishment of the first owners' committee, the first to pass the international certification of ISO9000 system, to the first to implement the service reporting system, these attempts of Vanke people have been widely promoted and implemented in the industry; From the "Concentric Service Plan" in Shanghai to the "Neighborhood Watch Activity" in Shenzhen, every business innovation of Vanke people has been widely recognized by all walks of life.

8) Enjoy the resources in the group.

Vanke Property, headquartered in Shenzhen, is a national company. For various reasons, the overall management ability and level of local companies will naturally have a certain gap. In order to narrow this gap, it is necessary to transform the advantages of individual companies and projects into the overall advantages of Vanke Property. It is a very successful exploration to set up the property management department of the group separately. First of all, it has established a strong management core in the system and organizational structure; Secondly, through this platform, we can enjoy and reasonably flow resources such as capital, manpower, information and technology within the group, and ensure the most effective and maximized utilization of management resources. Thirdly, through special investigation, we can formulate unified business operation process guidelines, require and urge local companies to strictly implement them, so as to complete the business integration of local companies.

In addition, in order to promote the enjoyment of resources, Vanke people are also making active efforts in two aspects. On the one hand, it is to establish a business exchange mechanism: local enterprises can learn with an open mind and can "please come in and please go out". For example, exchange visits between brother companies, peer-to-peer exchanges between companies in the two places, commissioned job training, internship training, and cooperative project research. On the other hand, it is the professional integration of secondary units. For example, Vanke Shanghai Company completed the professional integration of the three business segments of safety, cleaning and maintenance last year.

9) Give priority to both main and sideline businesses.

Property management service is the main business of Vanke Property and the foundation of Vanke Property. The smooth development of the main business for more than ten years has maintained the normal operation of Vanke Property, won many smiling customers for Vanke people, and laid the status of Vanke Property in the industry today. However, property management is a low-profit industry, and the policy of not outsourcing projects restricts Vanke people from seeking benefits from scale. If Vanke wants to develop in the competition, it can only support the company's development and management ability by expanding its subsidiary business.

Relying on the brand effect and customer resources accumulated by the main business, Vanke people develop the subsidiary business through the extension of the industrial chain around the center of property management service. Vanke mainly involves pre-property intervention, housing agency services, property management business consulting, consultant training services, intelligent property design, automobile beauty and other projects. Diversification has achieved obvious economic benefits, and the good functions of "hematopoiesis and blood supplement" of subsidiaries have in turn strongly supported the development of the main business.