Contents and methods of property quality management

First, the content of property management service quality:

According to the mode of quality management, the quality content of property management can be divided into three types, namely technical quality, functional quality and information quality, because these three qualities constitute the main points of quality content. Simply put.

(A), what is technical quality?

According to the characteristics that property management is the follow-up service of real estate development, the technical quality can be divided into:

(1) Intelligent degree of property

The intelligent level of property belongs to the hardware system, and the property management enterprise itself has not been transformed, mainly through the early planning and construction of the developer. According to our management experience, with the different functions of each property, the requirements for intelligence are different, but in general, it can be divided into safety prevention, intelligent fire monitoring, network transmission and intelligent equipment and facilities management.

(2) the technical level of property management

This content is mainly in the advanced management mode, professional knowledge and professional skill level of property management enterprises.

(3) the degree of standardization of property management:

This aspect reflects the comprehensive ability of property management enterprises. At present, many domestic property management enterprises have passed ISO9000, ISO 14000, OHSAS 18000 quality system certification, just to show the industry and owners that the operation of enterprises is standardized. But this is only the premise of standardized operation, and the key is whether the property management enterprises have the ability to really promote the operation of these systems. In other words, it depends on whether the property management enterprises really carry out standardization work according to the requirements of system documents, and the standardization operation degree of system documents reflects the service quality of property management enterprises.

(4) the service development ability of property management

Things are always changing, and the needs of owners are also changing. Property management services must also meet the needs of owners, and continue to develop and upgrade.

(2) Functional quality

Functional quality is mainly reflected in the property itself, that is, the level of property managers and mechanisms, which is mainly composed of three levels:

First, the degree of use and maintenance of facilities' functions and collocation;

Second, people-oriented service affinity;

A. the service attitude of the property manager;

B. service behavior and etiquette of property management personnel;

C. Layout of property management service scenarios.

The service scene of property management refers to the overall environment of the property management service community or building, that is, the big scene;

It also refers to the office space of property management enterprises, which is the place where owners come to receive services (a simple, lively, friendly and orderly place should give residents and service personnel a strong affinity and sense of belonging).

The third is the service efficiency of property management.

The service efficiency of property management is the ultimate embodiment of service function, which can reflect the comprehensive strength of property management enterprises.

A. Time view of property management service;

Service response time can reflect the importance that property management enterprises attach to the service requirements put forward by the owners. Usually, the service response time of a community is within 30 minutes, which is acceptable to the owner. Of course, the shorter the time, the better Owners are usually concerned about the degree of attention paid by property management companies to their service needs, which is mainly reflected in the service response time and the first sensory impression of the service.

B. processing time of property management services;

The processing time of service reflects the comprehensive service skills of property management enterprises. This requires the service personnel of property management enterprises to have excellent skills in professional skills, and to meet the service needs of owners quickly within the time they can afford.

C. the service treatment effect of property management;

The service treatment effect of property management is the ultimate embodiment of the corresponding service quality provided by property management enterprises to owners. The owner's comprehensive satisfaction with the service is reflected in the service effect. Usually, the service of property management is three words, that is, "fast"-the service should respond quickly and deal with problems decisively;

"accurate"-the problem judgment should be accurate;

"Good"-the treatment effect is better.

D. Property management service price;

Generally speaking, the price of property management services will not appear, but when the service needs of the owners are not met, any price is high.

(3) Information quality

Information quality can reflect the smoothness of the internal and external communication mechanism of a property management enterprise, and ultimately reflect whether the development of the enterprise is good or not. Information quality is the adhesive of quality management process, and it also supports the people-oriented management principle. Information quality is mainly reflected in the following aspects:

(1) Establish information channels

The establishment of information channels is a necessary guarantee for effective communication and a prerequisite for the effective transmission of enterprise information. Inside and outside property management enterprises, it is necessary to establish relatively multi-level information communication channels.

(2) the speed of information transmission

The speed of information transmission reflects the information communication mechanism and information communication execution of property management enterprises. If the information transmission is smooth and the information communication is in place, the human resources, information resources and organizational resources of property management enterprises can be better utilized and developed in a virtuous circle.

(3) the accuracy of information transmission

(4) Symmetry of information transmission

The symmetry of information transmission means that the general's' information transmission is two-way, and the lower level needs a positive answer to seek support from the higher level; When the superior transmits instructions to the subordinate, the subordinate needs to get the results for feedback; When departments cooperate, they need to report the progress and so on. If an information transmission process runs in one direction, it shows that the communication channel is not smooth, which is finally reflected in the emergence of man-made contradictions and even the emergence of internal and external opposition.

(5) the openness of information

The openness of information can reflect the modern civilization of a property management enterprise. Vanke achieved "transparency" under the "sunshine system", which made information open and transparent in standardization, reduced many man-made obstacles, saved the costs that many companies thought must be spent, finally saved the comprehensive cost of services and improved the service quality of property management.

Second, the service quality management methods of property management

Everything in a property management enterprise is quality, and every move is service. Quality runs through the whole service process of property management. Quality management has become the main thread running through the service process, and it is the method and means of property management service process. There are many methods of quality management, and the most fundamental thing is to establish the quality culture of property management enterprises:

1. Establish the work service concept of "customer needs as the core"

The service objects of property management enterprises are owners and users, which is the most fundamental reason for the existence of property management enterprises. Without the owner, the value of the property management enterprise will be lost.

2. Establish the working policy of "first satisfying employees, then satisfying customers".

Without employees, there is no property management enterprise. Employees are the ultimate embodiment of the service implementation of property management enterprises. Only when a property management enterprise has a large number of professional, enthusiastic, voluntary and diligent employees can the service level of the property management enterprise be improved and the service quality be recognized by customers.

3. Advocate a "fact-based" work attitude.

In order to grow and develop, property management enterprises must actively advocate the working attitude of "based on facts", that is, the working attitude of "seeking truth from facts", and provide corresponding services to customers according to customer needs, all resources of property management enterprises and national laws and regulations, so as to gain customer recognition and create a harmonious partnership environment between property management enterprises, property management owners and users.

4. Standardize the working methods of "process control"

Service is a process, and the end of the process reflects the completion of the service. In this process, the details of each step can reflect the quality.

5. Adhere to the work style of "continuous improvement"

The improvement of service quality cannot be achieved overnight. It is necessary to continuously improve and make continuous efforts to upgrade the service quality to a new platform, and it is inevitable to adhere to the work style of "continuous improvement".

6. Advocate the working concept of "details"

With the continuous expansion of the popularity of property management, the homogenization tendency is becoming more and more obvious, and the macro service needs can be mastered, such as the basic needs: security, cleaning, greening, maintenance, parking and other service functions of the community, as long as it is a property management enterprise. However, the service quality level of property management enterprises is ultimately reflected in the meticulous service to customers.

Above all, after understanding and mastering the quality connotation and quality management of property management, we need the support of the core of corporate culture, that is, the attention of leaders. Without the support and practice of leaders, quality management will still be a blank sheet of paper, which seems inadequate. Practice has proved that enterprises that pay attention to quality management and quality construction are the leaders or leaders in this industry. Obviously, quality management is an important symbol of the maturity of property management enterprises.