What are the property management regulations and how to strengthen the internal management of property companies?

First, the internal management mechanism of property companies.

1, plan management by objectives

(1) The property management company shall formulate various management standards according to the National Standard for Excellent Property Management in Residential Areas (for Trial Implementation) and the Entrusted Property Management Contract for Residential Areas issued by the Ministry of Construction. According to this standard, it is required that the director of the project property management company and the company assess the management target agreement, and not less than 65,438+05% of the salary is used as the commitment deposit. According to the contents of the management target agreement, the company inspects, supervises and guides the property management of residential quarters, and evaluates, rewards and punishments the director of the property company.

(2) According to the specific content of property management, implement target management, convert soft tasks into hard indicators, and implement them all to departments, teams and individuals for index decomposition.

2. Supervision and management

Property management companies should manage the professional teams at the management site to ensure the normal operation of management. The following four methods can be adopted:

(1) Economic means: The property management company signs labor contracts with employees, clarifies the rights and responsibilities of employees, and formulates a salary and bonus system linked to employees' positions and work performance, so as to mobilize employees' work enthusiasm.

(2) Standardized management: The property management company formulates a complete and standardized set of rules, regulations and workflow according to the actual situation of the residential areas under management, guiding and standardizing the words and deeds of employees, and improving work efficiency and quality.

③ Administration: The property management company makes a detailed work plan every month and week, and holds a 15-minute "morning meeting" for department heads before going to work every day to arrange the work of the day, assign tasks, summarize the work of the previous day, analyze the existing problems and propose solutions.

④ Publicity and training: Through various publicity means and training courses, employees' professionalism and sense of responsibility are cultivated, and a sense of identity with the company's interests is established. Strengthen staff training, and constantly improve their own quality and professional level.

3. Service quality management

Property companies should establish and improve the quality assurance system of property management in residential quarters under their jurisdiction according to the requirements of the service industry in ISO9002 Quality Assurance System and the four-level working documents such as quality manuals, procedure documents, work instructions and quality records carefully formulated by property companies.

4. Coordinated management

① Solve various contradictions or conflicts by means of coordinated management;

(2) Encourage employees and business households to put forward reasonable suggestions or complaints about management services, enhance service awareness and management cohesion, and solve existing problems one by one to prevent serious consequences;

(3) If persuasion or warning is ineffective, administrative measures should be taken and administrative discipline and instructions should be used to solve the problems such as low morale of staff and poor service quality leading to dissatisfaction of owners and tenants.

5. Control mode of management work

(1) Strict post responsibility system and perfect management rules and regulations, with responsibility and target control.

(2) Adopt quantitative assessment method, and implement control with strict assessment system and elimination system.

(3) The Administration and Personnel Department shall examine, inspect and supervise all the work, so as to make the operation control of the management area more strict.

(4) Standard, standardized, smooth and rigorous operation procedures are closely linked.

⑤ Implement a 24-hour duty scheduling system at the main service desk to ensure that all work is completed on time.

⑥ Set up a complaint hotline and establish a reception system for business households.

⑦ Hold a working meeting every month to summarize and comment on the management service.

⑧ Omni-directional and whole-process detection system.

Second, the internal management rules and regulations

(A), staffing principles

1, adhere to the principle of high quality and high level equipment and fine business;

2. Strive to be lean, efficient and practical;

3, love work, innovation and dedication.

For the property management of residential quarters, it is the most critical factor to form a high-quality property management team in order to meet or exceed the management standards required by bidding. Therefore, in the staffing of management personnel, we should adhere to the principle of high quality and excellent business to ensure the effective implementation of management.

In view of the conditions that property companies can provide various professional services, property companies should strive to be lean, efficient and practical in staffing. On the basis of ensuring the effective implementation of various management work, we should save labor costs as much as possible, thus reducing the management costs of business households.

(2) Staff Code

1, abide by the legal system, learn to understand and abide by national policies and laws, relevant laws and regulations and various rules and regulations of property management companies, and strive to be good citizens, good citizens and good employees.

2. Love the collective, honor and disgrace the enterprise, care about the management and efficiency of the company, learn economic and management knowledge, improve work ability, put forward more reasonable suggestions, and carry forward the work style of "doing things quickly and producing quality products wholeheartedly".

3, obey the command, obey the leadership to obey the command, fully complete the job and the tasks assigned by the superior. In accordance with the principle of democratic centralism, resolutely support and enthusiastically help superior leaders to carry out their work.

4, strict discipline, don't be late, don't leave early, out of Man Qin dry full point. Don't be on duty during working hours, don't do personal things, don't drink, and don't smoke in the non-smoking area. Don't take, don't damage public property, don't start a new stove and cook your own food, and don't do anything that harms unity.

5, heavy instrument, keep clothes and hair clean and tidy. Male workers are not allowed to have long hair and beards, and female workers should wear light makeup and dress appropriately.

6. Be polite and use polite expressions such as "Hello", "Welcome" and "You're welcome". Don't judge people by their skin color, race, beliefs or clothes. When meeting guests, take the initiative to give way; When walking with guests, you should politely let them go first.

7, talk about hygiene, often cut nails, pay attention to hygiene, no sweat, no odor. Do not drink alcohol, eat garlic, leeks and other foods with peculiar smell before going to work, and maintain oral hygiene.

1, standing posture

(1) Heavy chest, abdomen and shoulders;

② Feet slightly apart 15 cm;

(3) The arms naturally hang down at the sides or behind the body, and when placed behind the back, the left hand is placed on the back of the right hand;

(4) Keep your head straight, look straight ahead, have a natural facial expression and smile slightly. Don't flinch or lean against other things before closing the door, don't put your hands in your pockets, akimbo and hug your shoulders, don't cross your legs back and forth or order one leg, don't look around and shake your head, and don't stand and chat with two people.

2. To customers

Smile when receiving guests, stand upright when talking with guests, pay attention to manners, listen attentively, don't interrupt and argue, speak in a moderate and measured voice, with a gentle and elegant tone, and don't make any noise. Do not excuse when you hear opinions and criticisms, treat them calmly and report them in time.

(2) When you meet a guest's inquiry, you should answer any questions. You can't say "no", "don't know", "don't understand", "don't know" and "don't understand", and you can't treat the guest with a stiff and indifferent attitude.

(3) Respect the customs and habits of guests, don't talk, don't give directions, don't laugh at guests with physical defects, don't play with guests and children, and don't accept gifts. The phone will be connected immediately, and the bell should not ring more than three times.

(4) When transferring calls, you should say "Hello! XXX series ",then listen carefully, with a gentle tone, and don't forget to use the polite expressions in this post.

⑤ Don't take the initiative to shake hands when meeting guests. When shaking hands, smile, pose correctly, use moderate force, and don't use your left hand. Don't put your left hand in your pocket when shaking hands.

6. Don't make up, manicure, pick your teeth, dig your nose, dig your ears, burp, stretch, snap your fingers and hum songs in front of the guests.

10, keep a secret, and don't talk about all the affairs of our company to customers or outsiders. Don't talk about the shortcomings of customers. All internal documents, owner's documents, materials, statements, summaries, etc. People should be locked before leaving to ensure that there are no secrets on the table. Protect the legitimate rights and interests of the company and the owners from infringement.

1 1, advocating honesty, trying to gain personal interests by establishing relationships with different customers. All tips and articles given by guests should be made public and not kept in private. No corruption, no bribery, no misappropriation of public funds, no abuse of power for personal gain. We should be brave enough to expose problems, fight against unhealthy trends, fight against unhealthy trends, and establish healthy trends.

12, be diligent, overcome the inevitability of waste, eliminate the ever-burning lamp and keep running water. Use stationery and equipment sparingly, and take good care of all kinds of equipment and articles. We should carry forward the good tradition of thrift and make contributions to the company's income increase and expenditure reduction.

(3) Employees

Staff training is an important means to improve staff's professional skills and comprehensive quality, and it is also an important guarantee to do a good job in property management and improve service quality.

1, the principle of training:

(1) Hierarchy: Because employees' positions (posts) are different, they need different knowledge and skills, so the training work must be carried out according to different levels, which are divided into: (1) management (managers above the supervisor) and (2) operation (cleaners, security guards, maintenance workers). According to the nature and characteristics of each level, combined with the knowledge and skills they must master, targeted training.

② Standardization: unified teaching syllabus, unified teaching materials and unified assessment standards. Let every employee know what to do, how to do it and to what extent.

③ Systematization: The training work is carried out in a systematic and orderly manner according to the nature of employees' work and the requirements of business knowledge. * * * is divided into three parts: public knowledge (including basic knowledge of property management, company profile, company policies and objectives, employee code, safety knowledge, service awareness and professional ethics); Responsibilities, norms and standards of each post (by post and by technical type of work); Post operation (practical operation stage).

2. Training requirements:

(1) The main management personnel have property management certificates issued by the competent government departments;

(2) All personnel must undergo professional training and examination before taking up their posts;

③ All employees must have more than 10 days of professional study time every year;

④ Encourage amateur study;

⑤ The certificate-holding rate of managers and special operators is100%;

⑥ Establish a property management question bank, combining examination with training.

3. Training plan

① Personnel training before taking over the property: targeted training for all managers for more than 10 days. The contents include: construction situation, management requirements and methods, strengthening the study of "Regulations", systems, legal knowledge, professional ethics and public relations knowledge, and cultivating public safety awareness, quality awareness and service awareness.

② Personnel training in normal management period: conduct business study once a month. Written examination once every six months; The company organizes a job skill competition once a year to select top business players; Organize all employees to visit and study in excellent property management units in Beijing in batches; Organize job-transfer training once a year, so that employees can be more specialized.

4. Training methods

① Classroom study: taught by professionals or sent by professional companies to practice in the company.

② Combination of examination and training: give questions according to different types of work, comment after examination, and urge employees to study while working.

③ Visit and study: arrange the main management personnel to visit and study in other excellent residential quarters, learn from each other's strong points and make continuous improvement.

(4) On-the-job training: The company's administrative department makes study and exercise plans for employees to gradually improve their work skills and comprehensive quality. Combined with the actual work, focus on strengthening the exercise of this position and become a talent based on this position.

⑤ Encourage self-study: Encourage employees to participate in post-related correspondence, TV University and night university.

⑥ Theoretical discussion: Main managers are required to write articles on property management frequently and actively participate in relevant seminars.

5. Training purpose

(1) certificate-holding rate of managers100%;

② The certificate-holding rate of special operators is100%;

(3) Management service personnel are good at single business, and more than 60% of employees are familiar with 2-3 related majors to meet the needs of providing comprehensive services.

(4), employee assessment

Through regular assessment, the survival of the fittest will enhance employees' sense of crisis and enterprising spirit, and promote the improvement of property management level.

3. Assessment time: the first half of the year will be assessed before June 30th every year. 65438+February 3 1 is the annual assessment.

4. Assessment scope: all employees who formally sign labor contracts with the company after the probation period expires.

5. Evaluation content: that is, the content of evaluation criteria.

6. Evaluation procedure:

① The "self-evaluation form" is filled out by the employees themselves. Seeking truth from facts, not exaggerating, not too modest, and the evaluation is as fair as possible.

② Graded assessment: the director and deputy director of the property management company shall be assessed by the company. The director of the project property company is responsible for the assessment of professional supervisors. Other employees are evaluated by professional supervisors.

5. Assessment method: Self-assessment is combined with the assessment of the person in charge.

6. Assessment results: divided into four grades: good, good, average and poor.

7, assessment results processing:

① Employees rated as "good" can be used as candidates for advanced individuals in the company or as the basis for promotion and salary increase.

② Employees rated as "better" can continue to work in their current posts.

③ Employees rated as "average" should correct their shortcomings within a time limit.

④ Employees who are rated as "poor" will be dismissed or put on standby.

4. Inspection and calibration

1, today's things have results, tomorrow's things have plans, and difficult things have ways. Through the internal personnel management of the property management unit, the property management work can meet the following requirements to ensure the realization of the property management objectives.

2. A thing is "completed" only if it has a satisfactory result.

3. We should think of what others can't think of; To realize "thinking", there must be a to-do list.

4. Speaking and writing reports should be specific, and everything should be 1, 2, 3…

5. List the key points and difficulties every day to prepare for surprises.

6, both reflect the problem, and solve the problem in time.

7. At the same time, propose solutions to problems.

8. Develop the habit of observation and cultivate a critical eye.

9. Quick communication, exchange, coordination, action and feedback.

10, you should follow up everything you deal with and keep giving feedback until it is completed.

1 1. Employees can't say "no" in front of guests, second-line employees can't say "no" in front of front-line employees, and subordinates can't say "no" in front of superiors.

12, to help guests understand what they don't know and help them find what they don't have, instead of finding the person in charge of what they are responsible for.

13, every problem has a solution, nothing is impossible, only unexpected. As long as you really want to do something, you will have time to do it.

14, think of what the guests can't think of; We need to know what the guests don't know; We must do what the guests think.

15. There should be a time limit for arranging and accepting work.

16. When encountering controversial issues, solve the problems first, and then distinguish the responsibilities.

17. When you accept the work but can't finish it, you can't make any excuses.

18, things should be done at the first time.

19, anything that affects the guests should be notified in advance; All questions raised by the guests must be satisfactorily explained.