Property service quality management

Quality management of property services

Introduction: When it comes to quality management, especially in the property industry, many enterprises have unspeakable difficulties, almost? Chicken ribs? What is the position of quality management in the property industry?

first, the basic concept of total quality management

total quality management is an organization's long-term and successful systematic management activity, which takes quality as the center, takes full participation as the basis, and comprehensively applies a set of quality management systems, means and methods in the research, planning, design, manufacturing, sales and after-sales of products and services, so as to satisfy customers and benefit all members of the organization and society as a whole.

on the basis of comprehensively refining the practical experience and theoretical analysis of contemporary quality management, the international organization for standardization has established? Eight quality management principles? To help all kinds of organizations use these principles to establish quality management systems and improve their performance.

(1) focusing on customers

(2) leading role

(3) full participation

(4) process method

(5) systematic method of management

(6) continuous improvement

(7) fact-based decision-making method

(8) and Command and control the management system of the organization in terms of quality? , usually including the formulation of quality policies, objectives and quality planning, quality control, quality assurance and quality improvement activities. In order to achieve the objectives of quality management and effectively carry out various quality management activities, it is necessary to establish a corresponding management system, which is called quality management system.

according to the requirements of the quality management system, the technical Committee on quality management and quality assurance of the international organization for standardization has formulated a series of iso9 standards, which are suitable for organizations of different types, products, scales and properties. This kind of standard consists of several interrelated or complementary individual standards, among which iso91 "Quality Management System Requirements" is well known.

The quality management system has the following connotations:

(1) The quality management system consists of various elements;

(2) To carry out quality management, we must establish quality policy and set quality objectives;

(3) Quality management system is the whole process management of product quality formation;

(4) An organization usually has only one quality management system.

(II) Steps to establish a quality management system

Property service enterprises or management offices generally go through six stages to establish a quality management system.

1. Planning and design of quality system

(1) Education and training, unified understanding.

enterprises should carry out the universal education of implementing the iso9 family standards and establishing the quality management system for all employees.

(2) Organize implementation and draw up plans.

(3) determine the quality policy and set quality objectives.

(4) Investigation and analysis of current situation.

(5) adjust the organizational structure and division of functions.

2. Preparation of quality system documents

Quality system documents generally include quality manuals, program documents, work instructions and quality records.

(1) quality manual.

the quality manual is the main document that summarizes, expounds and guides the practice of the quality system, and it is a programmatic document that should be followed by the quality management and quality assurance activities of enterprises for a long time. At the same time, the quality manual is also a guarantee document for the enterprise itself to provide customers with services that meet the specified requirements, and is used for third-party certification.

the contents of the quality manual generally include: the catalogue of the quality manual, the description of the quality manual (the scope of application of the manual, etc.), the quality policy and objectives, organizational structure, document requirements, management responsibilities, resource management, product realization, monitoring and measurement, etc.

(2) program files.

a program is a prescribed method for completing an activity, and a file describing the program is called a program file. The procedure document is the supporting document of the quality manual, and it is the document that guides employees how to carry out and complete the policies and objectives expressed in the content of the quality manual. Each quality system program document should be aimed at a logically independent activity in the quality system, especially cross-functional activities.

(3) work instructions.

a work instruction is a document that explains in detail how a specific operation works. It describes the methods and requirements for carrying out activities and is generally applicable to activities within a certain function. It is a concrete expansion and supplement to the quality manual and program documents. Usually, the program documents should be compiled first and then the work instructions should be compiled. If the program documents can be clearly described, there is no need to prepare work instructions; Under special circumstances, there may be no program file, but the quality manual may be directly developed by the work instruction.

Generally, the work instruction for property projects should include the following two parts:

① Job responsibilities of the project. Including project organization chart, project responsibilities and authority, project manager responsibilities, project assistant manager responsibilities, professional supervisor responsibilities (engineering supervisor, customer service supervisor, order supervisor, etc.) and general employee responsibilities (customer service attendant, order maintainer, mechanic, cleaner, etc.).

② service operation instruction. Including complaint handling work instruction, secondary decoration management work instruction, generator set operation work instruction, bathroom cleaning work instruction, lawn maintenance work instruction, etc.

(4) quality records.

quality records are documents that provide objective evidence for completed activities or achieved results.

the quality records of property projects include but are not limited to the following contents:

3. Operation of quality system

After the quality system documents are compiled, the quality system will enter the trial operation stage. Its purpose is to test the effectiveness and coordination of quality system documents through operation, and take improvement measures and corrective measures for the exposed problems, so as to further improve the quality system documents. During the trial operation of the quality system, we should focus on the following tasks:

(1) Publicize the quality system documents in a targeted manner.

(2) coordinate and improve the problems exposed in the trial operation of the system, such as incomplete system design.

(3) Strengthen information management.

4. quality system review

the steps of quality system review mainly include:

(1) management review planning. Mainly determine the time, place, content and basis of the review and the person in charge of the review.

(2) management review input. It mainly includes: audit results, customer feedback, process performance and product conformity, preventive and corrective measures, follow-up measures of previous management reviews, and suggestions for changes and improvements that may affect the quality management system.

(3) review preparation. It mainly includes: whether the quality policy and quality objectives are appropriate; The operation of quality system documents and the main problems; Internal quality system audit report; Analysis report on quality problems; The implementation effect of corrective and preventive measures; Quality information feedback.

(4) implementation of management review. The meeting shall be held by the management representative, with the participation of relevant members of quality management and heads of various departments. Should be summarized and compiled after the review meeting? Quality review report? .

(5) the output of management review. It mainly includes: the improvement of quality management system and its process effectiveness; Improvement of products related to customer requirements; Resource requirements.

(6) Follow-up and inspection of management review. It mainly includes: tracking the implementation work and archiving relevant records.

management review is generally arranged to be conducted at least once a year after the internal quality system audit is completed and before the external quality management system audit is started, and the interval between two management reviews shall not exceed one year.

5. Quality control

Quality control refers to various quality operation techniques and activities adopted in order to monitor the quality formation process and eliminate the factors that cause unqualified or unsatisfactory results in all stages of the quality cycle, so as to meet the quality requirements and obtain economic benefits.

(1) measurement and monitoring. Conduct daily self-inspection and service inspection through various Checklists (the main tools for finding problems), and monitor the quality management activities of property projects through regular internal audit and random inspection.

(2) statistical analysis. Conduct regular statistical analysis on the daily data collected in property service activities and the results of property service inspection/inspection in order to derive corresponding results? The discovery of problems, the countermeasures of problems, and so on.

(3) Corrective prevention and failure remedy. Problems found in inspection/inspection must be handled, and corresponding measures and tracking records should be taken for handling, and the processing results should be re-inspected. Unqualified products shall be treated again until they are qualified; Those that pass the inspection shall be confirmed and signed to close the quality improvement ring.

Property service companies often adopt the following practices in quality control: field personnel fill in work records (such as Work Record Form, Equipment Operation Record Form, Equipment Operation Inspection Form and Equipment Regular Maintenance Record Form for engineering services); Professional supervisors should carry out work inspection (such as Customer Service Checklist); The quality supervisor shall conduct quality inspection on behalf of the management office manager (such as Customer Service Inspection Form); The property management department of the company shall audit the internal process of the management office (such as the Internal Audit List). In addition, property service enterprises also carry out quality control through mysterious customer surveys, customer return visits and customer satisfaction surveys.

6. Quality improvement

(1) Corrective measures.

enterprises or management offices should take measures to eliminate the causes of nonconformity and prevent the recurrence of nonconformity.

(2) preventive measures.

enterprises or management offices should take measures to eliminate the causes of potential nonconformities and prevent the recurrence of nonconformities.

There are seven commonly used quality improvement tools, such as causality diagram, Pareto diagram, histogram, checklist, hierarchical method, scatter diagram and control chart.

III. Matters needing attention in implementing quality management

(1) Strengthening personnel training is an important guarantee for implementing quality management.

(2) Enterprises must implement the series of quality management standards according to their own specific conditions and relevant laws, regulations and norms? Tailor-made? Otherwise, no matter how good the theory and advanced management mode are, they can only get twice the result with half the effort.

(3) Quality management needs to break down the fence between departments, and cross-departmental quality activities are helpful to improve design, service, quality and cost.

(4) With regard to the quality control of property services, property service enterprises should devote themselves to building a self-independent operation mechanism of the management office, and encourage the staff of the management office to be willing to find problems; Guide grass-roots managers to analyze and find the reasons behind the problems; Assist front-line staff to find out the countermeasures to eliminate the reasons behind the problems, and follow up the implementation of the countermeasures until the problems are solved and the verification is closed.

(5) The management office is the most basic operating cell of the property service enterprise, and the enterprise should systematically deconstruct this cell and seek its core growth factors? Standardization, specialization and activation, and continue to strengthen it, property service enterprises can grow healthily and develop for a long time.

(6) The quality management personnel of the realty service enterprise should realize that finding problems is the premise of solving problems, and should separate them from solving problems, and don't worry about the difficulty of solving problems while finding problems; To cultivate? Willing to find problems? Quality management culture, research and solve problems, should have breakthrough thinking and constructive thinking.

(7) Property service companies can't just hold it? Big stick? Conduct a quality audit of the management office. After the audit finds problems, we should guide the management office to find the reasons behind the problems and expand the management office's vision of thinking about the problems. Enterprises should provide and train the management office to use more management tools, such as tools for finding problems and tools for solving problems. At the same time, in the process of quality audit, we should discuss the effectiveness of the system documents with the management office and make necessary revisions to the contents of the documents. ;