How to carry out quality management in properties - Property quality management methods

How to carry out quality management in properties - property quality management methods

Quality management is the embodiment of all employees and the entire process in a property management enterprise. Below, I will share with you the property quality management methods, I hope it will be helpful to you!

Establishing a quality culture suitable for the enterprise

The development of quality management work lies in establishing a quality culture suitable for the enterprise Quality culture. It is not suitable for you to just use someone else's quality management system. According to the focus and requirements of the company's real estate work content, quantify what can be quantified, refine what cannot be quantified, simplify what cannot be refined, and streamline the system.

Quality work is like peeling bamboo shoots, it needs to be unfolded layer by layer. For example: formulate a quality culture with two levels of training, two levels of inspection and two levels of assessment as the core, establish a first-level company-level quality management process and a second-level management department-level quality management process, and implement the monthly work plan and summary of the property management department Template management, daily workflow Kanban management, duty manager system and other auxiliary quality management work.

On-site sampling inspections are carried out at both the upper and lower levels.

The execution of quality management work depends on the proper cooperation between the upper and lower levels. It is not just the quality department manager who can grasp the company's quality culture and carry out a combination of on-site sampling inspections at the company and on-site self-inspections at the management office. Involving all employees in self-examination is a process of self-correction. On-site inspections combine supervision and guidance at the same time. Instead of simply finding faults, using power to punish, and retaliating, we should put ourselves in their shoes to help or guide and guide those who find problems. Methods, guide analysis of problems, put forward suggestions for solving problems, and formulate corrective measures.

In quality management, some companies do not pay attention to the methods and techniques for carrying out work, resulting in mutual resistance and mutual misunderstanding between employees and supervisors, supervisors and directors, directors and quality departments, making this work impossible to carry out. Or it can only be carried out intermittently, forming a negative barrier, and it is impossible to achieve an effective PDCA cycle process in quality management.

On-site inspections are not only to find problems, but also to cultivate the team's self-management ability. Communication is the basis for mutual support. The communication here is divided into two aspects: communication to superiors and communication to subordinates, so that Integration from top to bottom, consistent direction, fosters people's understanding and cooperation, analyzes and corrects errors, and promotes the timely and effective operation of the entire work.

Depends on the leadership of the company’s top managers

The establishment of quality culture depends on the leadership’s attention and support. Without the enthusiastic support and personal practice of leaders, a quality culture will be empty or unsustainable. The leadership's quality awareness is the core of the quality culture of a property management enterprise. The leadership mentioned here does not only refer to the general managers of property management companies, but also refers to the collective middle-level leadership including general managers.

Because senior leaders point the way and middle-level leaders lead the way. It can be seen that top managers are important in promoting the implementation of quality management in enterprises. After top managers establish the unified direction and purpose of the organization, they should also create and maintain an internal atmosphere that enables employees to work together to accomplish the organization's goals.

Strict requirements for details in the process

The process of quality management work lies in strict requirements for details. Service is a process. The end of the process reflects the completion of the service and puts forward requirements for each link of the process. In this process, the details of each step can reflect the level of quality. Especially handle the intersection and corners correctly.

Paying attention to details is the key to improvement. Self-examination and self-examination of property service dynamics have also become a topic for more refined services.

As follows: One-day management time allocation of the project manager on duty

1. Overview of the project manager’s one-day work (schedule arrangement)

2. Work handover

3 , Morning meeting: personnel arrival, work arrangement and contact

　①Highly efficient morning meeting;

　②Purpose and significance of morning meeting;

③Morning meeting Three queue forms;

④The content of the morning meeting;

⑤The time and location selection of the morning meeting;

⑥Take turns hosting and daily work arrangements;

　⑦Creating the working atmosphere of the morning meeting;

　⑧Etiquette education of the morning meeting and the development of team atmosphere;

⑨Morning meeting and corporate culture;

4. Work plan and implementation confirmation

5. Quality inspection and record confirmation

(For the customer department, engineering department, cleaning and greening, and co-management of the site Sampling inspection situation)

6. Grasp and respond to easy change points

7. Information exchange, work liaison and work coordination

8. Summary of the day’s work

The application of results-based incentives

The sustainability of quality management lies in the effective use of incentives. In the midst of enthusiastic inquiries and busy work, each property manager conveys a proactive and positive side to the owners. Establish a public honor column, billboard management, monthly report of praise and owner's commendation to contrast, monthly outstanding employees, quarterly service stars, and annual advanced individuals to contrast positive and negative incentives.

Wearing excellent employee badges, issuing certificates and other incentives. Let outstanding employees be recognized materially and spiritually by the management department and the company level, so that employees can always maintain a positive and responsible attitude and take the initiative to make corrections when faced with inadequate services. Understand and analyze problems, determine to correct them, prevent problems in advance, and achieve progress.

Through strategically-oriented refined management, we will continue to strengthen quality, use training as the driving force for sustainable development of the company, expand brand influence, create a corporate atmosphere of virtue as beauty, and work together to ensure corporate strategy, Integrated development of management and quality.

It is this "harmony but difference" philosophy of corporate development that continuously improves the management and service quality of the entire property management industry, promotes the continuous improvement of the management and service quality of the entire industry, and creates a harmonious atmosphere. In the competitive market situation, quality management in the property management industry is the "turnaround technique" for enterprise development.

Continuous PDCA cycle

The progress of quality management lies in the continuous operation of the process. Corrections are not completed in one go. Corrective measures need to be formulated each time and improvements must be made step by step each time. The basic manager and responsible person of PDCA in management is the duty manager. Arrangement, requirements, planning, implementation, inspection, summary cycle. The statistical analysis solutions include Pareto chart, cause-and-effect analysis method, strategy table method, hierarchical method, correlation diagram method, statistical analysis table method, and histogram method.

Problems are constantly discovered in management and a reasonable range value is established. Within the value range, it is normal correction, and if it exceeds a lot, it is serious correction. It can be seen from this that the amount and degree of each problem found can be determined whether it is within the normal value range, and the severity of the correction problem is determined by comparing the range value.

The improvement of service quality cannot be achieved overnight. It requires continuous improvement and continuous efforts to continuously improve service quality to a new platform. Adhering to the work style of "continuous improvement" has become inevitable and more important. It is necessary to organize and adjust the work every period of time, and update it step by step to achieve the purpose of improving the quality culture. ;