Planning scheme to improve the quality of property management

In the ever-changing modern society, the system plays an increasingly important role. System generally refers to the social structure that regulates individual behavior through rules or operating methods. These rules contain social values, and their operation praises the order of a society. The following is my plan to improve the quality of property management. Welcome to share.

Property management quality improvement planning scheme 1

In order to further promote the development of property management industry, standardize property service behavior, comprehensively improve the quality and management level of property service, improve people's living and working environment, and build a harmonious community. According to the requirements of Langfang Housing Security and Real Estate Management Bureau and sanhe city Property Management Department, the company decided to carry out the Year of Improving Property Service Quality within its jurisdiction this year, and this implementation plan is specially formulated.

I. Guiding ideology

Further thoroughly implement the Langfang Property Management Measures and related supporting policies, comprehensively promote innovative mechanisms such as residential property service standards, property project filing, credit management of property service enterprises and project leaders, take standardizing property service behavior and improving property service quality in this region as the starting point, guide local owners and property service enterprises to build a harmonious and mutual trust relationship, and strive to achieve the overall level of property management in our region to a new level.

Second, the work objectives

By carrying out the Year of Improving Property Service Quality, property service enterprises can strengthen the basic management of property, enhance service awareness, improve service skills, gradually realize the standardization, standardization and refinement of property services, ensure that the quality of property services in the whole industry is generally improved, and promote the relationship between owners, users and property companies to be significantly improved.

(1) The enterprise is established according to law and operates legally;

(two) the internal management system, main business processes and service standards of the enterprise are sound and implemented;

(three) the formulation and completion time of the standards for improving the quality of property services;

(four) to strengthen cooperation between departments, improve the responsibilities of various departments;

(five) the comprehensive quality of property service personnel has been significantly improved;

(six) harmonious relationship between service enterprises and owners, and create a harmonious atmosphere of property services;

(seven) to create a provincial and municipal demonstration excellent residential quarters as an opportunity to create excellent property service enterprises.

III. Contents of activities

According to the requirements of work objectives, the whole activity is carried out from the following aspects:

(1) The enterprise is established according to law, honest and trustworthy, and operates legally.

Standardize management behavior and obtain corresponding property service qualifications according to law. According to the qualification grade, undertake the residential projects in the corresponding areas. Implement services according to the service scope, items and standards agreed in the contract, be honest and trustworthy, standardize services, and provide services with consistent quality and price for the majority of owners.

(B) improve internal rules and regulations, work processes, assessment mechanisms.

Do a good job in the internal basic management of enterprises to standardize enterprise management and promote the improvement of service quality. Establish and improve the management system, business processes, service standards and emergency plans, and strive to be concise and practical. Ensure that all management service behaviors of enterprises have rules to follow, avoid the arbitrariness of service management behaviors, and further improve the standardization level and quality.

(C) efforts to improve the quality of property services

1, set up special service complaint telephone numbers 3 1 19333, 5 163958, and accept the supervision of the owner at any time; Establish a service complaint management system, promptly accept, solve and pay a return visit to the owners' opinions and suggestions on property services; Improve the investigation and evaluation mechanism of owners' needs, grasp the changes of owners' needs in time, and adjust the service content to meet the growing service needs of owners.

2. In view of the hot and difficult problems in current property management, we should focus on sorting out a number of property projects with strong public reaction and many hidden dangers, solve the difficult problems in property management, make them effectively rectified, sum up experience, and form a set of treatment modes, so as to pave the way for the treatment of difficult problems in the future.

3, residential * * * with part, * * with facilities and equipment management part, to be equipped with qualified engineering equipment management and professional and technical personnel, do related professional certificates; Formulate rules and regulations and operating procedures for facilities and equipment management; Establish facility equipment ledger and life cycle management file; Prepare the annual maintenance plan of facilities and equipment and implement it effectively; Establish a daily maintenance and operation inspection mechanism to ensure that facilities and equipment are in normal operation and good condition and extend their service life; Owners should be invited to visit facilities and equipment management regularly to improve the transparency of facilities and equipment management.

4. This work will be completed before 20001October 30th.

(d) Improving the responsibilities and tasks of various departments.

1. office: fully responsible for the company's meeting plan, meeting preparation and implementation, and drafting of the company's annual summary materials and plans. Do a good job in the registration, renewal and annual inspection of company business license, enterprise code certificate, legal person code certificate and enterprise qualification. Do a good job in receiving visitors.

2. Housing management department: strengthen the daily inspection of the public areas of the community, and make records in time when problems are found. Fully familiar with the houses, ancillary equipment, residences and users within the jurisdiction, and establish housing files. Do a good job in the management, inspection and acceptance of residential house decoration, as well as the inspection and warranty of houses and public facilities and equipment. Ensure that the completion rate of housing and public equipment maintenance plan is higher than 98%.

3. Insurance Department: Strengthen public security inspection in the hospital, effectively prevent criminal incidents and realize no criminal cases 100%. Strengthen security and vehicle management to ease traffic congestion. Strengthen the management of plantation and health, prepare the greening and beautification plan of the community and the phased implementation plan, and organize the implementation in detail. Ensure that there are no dead trees and the survival rate reaches 100%. Conduct a comprehensive inspection of WHO on a regular basis, strengthen the management of health and cleaning personnel, and create a clean and comfortable living environment for the residents.

4. Business department: perform the duties of project budget and final accounts, implement the policies and regulations for preparing the project budget, accurately budget and effectively control the project cost. Do a good job in the collection and payment of utilities for businesses, offices and residents in the community, and confirm the collection of heating fees.

5. Accounting Department: Do a good job in the company's financial management and accounting, and conduct regular financial analysis to provide detailed basis for the company's business decisions. Strengthen the supervision and audit of property management fees, heating fees and rates.

6. Neighborhood committees: We should go deep into the masses, listen to residents' opinions and suggestions on neighborhood committees and property management companies, and give timely feedback. Do a good job in community radio, window, blackboard newspaper and publicity and education, increase youth education, master the youth activities in the area, and avoid juvenile delinquency. Do a good job in people's mediation and resolve residents' contradictions in time. Fully grasp the situation of religious personnel in the jurisdiction and do a good job in monitoring cults. Responsible for statistics, registration of residents' information, and mastering the basic situation of residents. Assist the police station in the jurisdiction to do a good job.

7. All departments and departments should actively unite and cooperate, work together, seek common development of the company, improve work efficiency and form a harmonious working atmosphere.

(5) Strengthen the training of employees in enterprises, improve the quality of management service personnel in an all-round way, pay attention to employee training, organize and plan pre-job training and continuing education for employees in stages, and establish a diversified talent training mechanism; It is necessary to strengthen the training of employees in property management laws and regulations, service concept, service awareness, service etiquette, service standard process and professional knowledge, cultivate property service talents, comprehensively improve the comprehensive quality of employees, and realize the certified appointment rate of enterprise project managers, the certified appointment rate of special industries and the pre-job training rate of employees. Employees have participated in business training for many years.

(six) organize the survey of owner satisfaction rate, and create a harmonious atmosphere of property management. In the annual activities to improve service quality, organize and carry out 1-2 survey on the satisfaction rate of owners, and solicit opinions and suggestions from owners and users on property management services. The questionnaire survey takes the form of unified distribution of questionnaires, evaluation, analysis and submission of investigation reports by the municipal bureau, so as to fully understand the problems and deficiencies existing in our current property management work and provide basis for our company to revise and improve relevant property management rules and regulations.

It is necessary to broaden the ways and channels of communication with owners, and win the understanding and support of owners and users to the maximum extent through various effective forms such as symposiums, social gatherings, cultural and sports activities, regular visits, and inviting owners to participate in management. Treat the owner's criticism sincerely and improve the work in time, resolve the contradiction in the bud and create a harmonious property management atmosphere.

(seven) to create a provincial and municipal demonstration excellent residential quarters as an opportunity to create excellent property service enterprises.

Through the annual activities to improve the quality of property services, we should actively participate in the creation of excellent residential quarters and excellent property management projects at the provincial level and Langfang City, and improve the management service level and service quality through the work of creating excellence.

Fourth, work steps

(1) Mobilization and deployment stage

Convene a mobilization meeting for the property management industry to implement the "Year of Improving Property Service Quality", release the implementation plan, publicize the purpose, significance, content and steps of the deployment activities, and kick off the activities.

(2) Organizing the implementation stage

1. According to the requirements of Langfang Housing Management Bureau, the implementation plan of Sanhe Property's "Year of Improving Property Service Quality" was formulated, and the "Year of Improving Property Service Quality" was launched, deployed and launched in an all-round way. This work should be completed before May 1.

2. Carry out self-examination according to the requirements of Langfang Housing Authority, and rectify the existing problems.

3. Hold centralized training activities for property management practitioners, invite experts to give lectures and trainings on property management policies, regulations and professional knowledge, and improve the theoretical level and comprehensive quality of practitioners.

Organize employees to observe and communicate on the spot, learn advanced enterprise management experience and practices, and promote the improvement of overall management level.

(3) Summarize the acceptance stage

1. Organize employees to summarize and commend this activity, summarize the achievements and experience of carrying out the activity, commend the advanced figures emerging in the activity, continue to rectify the existing problems, and report the summary materials to the Housing Security and Real Estate Administration of this area before 65438+February 3 1 20__.

2, the establishment of property service quality improvement year activities assessment team, take a variety of ways to check and accept the development of property service standards year activities, and make a comprehensive summary of the activities.

3. Hold a summary commendation meeting for the year of improving the quality of property services, select typical experiences and practices from it, notify the competent authorities of the industry, and widely publicize the deeds of advanced collectives and individuals through the news media.

4. In view of the problems existing in the annual activities to improve the quality of property services, it is necessary to continuously strengthen management, establish and improve a long-term mechanism, consolidate and standardize the achievements made in the annual activities, and guide the healthy development of enterprises.

Planning scheme for improving the quality of property management II

As a service industry, property management provides quality services. Therefore, property management should establish a service-oriented corporate culture and strengthen communication with owners. Only by improving the owner's satisfaction can the market share be improved accordingly, and property management enterprises can win in the increasingly fierce market competition.

First, change the traditional concept of property management.

In order to maintain competitiveness, property management enterprises must always pay attention to the service satisfaction in the process of property management, correct and solve it in time, and improve the service quality as much as possible. The method of improving satisfaction should be based on the basic knowledge of safeguarding property management enterprises and providing services for owners.

Second, train employees regularly.

In property management companies, excellent employees should have the flexibility to deal with problems and be tolerant of owners, and change some methods according to different situations. For property management enterprises, it is necessary to organize employee training on a regular basis to improve their own quality.

Third, establish a service-oriented corporate culture.

Corporate culture is a kind of corporate values or behavior mode gradually formed in the process of enterprise growth, and corporate culture is an important part of the company. It is the criterion to restrain employees' behavior in enterprises. The value concept of an enterprise should really give employees some autonomy, rather than serving for the sake of service. If employees sincerely put the interests of the owners first, they will provide first-class service.

Fourth, strengthen communication with the owners.

As the owners will judge their own expectations of service results, the property should strengthen understanding and communication with the owners. Through the registration of user data, we can know the basic situation of each user, such as age, personality, occupation, education level, etc., and then divide the family situation into several categories. For different types of owners, preparing a set of communication methods in advance and training employees in advance will inevitably reduce the friction with residents. The property also needs to let the owners know about the relevant laws and regulations of property management through publicity columns, symposiums and collective activities.

V. Strengthening the transformation of human settlements.

The environment of the community is where the owners live every day. The property needs to build flowers and trees regularly, cultivate some healthy flowers and plants, do a good job of heatstroke prevention and mosquito repellent in summer, and regularly check the safety of flowers and plants to prevent snakes and rats. Deal with the garbage in the community in time to prevent odor and affect the owner's mood.

At present, there are constant complaints about property in China, and property companies still need to improve their services, change the attitude of owners and do their jobs well. The above is our survey on the importance of customer satisfaction.

Property management quality improvement planning scheme 3

In order to further improve the quality of property services on the original basis, effectively promote housing sales, and realize the continuous improvement of the quality of property services, the following quality improvement measures are formulated:

First, the company headquarters:

1. Publicize the company's complaint telephone number at the front desk of each community, reply to the complaint content on the same day, and follow up and implement it;

2. Set up a meeting between the general manager and the owner in each community to listen to the owner's questions and answer the owner's doubts.

Second, the sales center:

1. A member of the order adjustment team is directing and guiding the inspection of vehicles parked at the intersection of Jinshajiang Avenue and opening the car door to guide customers into the marketing center.

2. In rainy days, cleaning will increase the service of shoeshine in the door, and wipe and dry the customer's upper with a dry cloth.

Third, community management:

1, order:

A. change the gate to stand guard;

B patrol personnel wear armbands with the word "patrol" printed on their left arm and patrol with batons and walkie-talkies.

C. order the players to change hands;

D, check and register people and vehicles entering the community;

E. provide command and greeting services for parking in the parking lot;

F. Set up ordering service at the gate, and provide timely assistance according to the host's needs (help the host carry luggage, open an umbrella, and lead the guests who visit the host to the host's house).

2. Customer service:

A. implement standing service and putonghua service;

B. collect letters and parcels on behalf of others, and make phone calls or deliver them to your door;

C. The publicity column is dedicated to providing information release services for owners (rental and sale of houses, etc.). );

D. Pay phone, broadband, water, electricity and gas payment services;

3. Project:

A. Uninterrupted elevator maintenance "after zero" service;

B. Provide 15 minute door-to-door service to the owner's application for repair, and carry out paid service reduction and exemption activities every Sunday;

C. Check the civil works, water leakage, water, electricity and sanitation of vacant houses every week;

D, establishing equipment files to hang on the equipment;

E. The engineering supervisor shall check the operation of the personnel and equipment on duty once a week.

Step 4 clean:

A. Change garbage disposal once to twice a day;

B. clear the accumulated water after one hour in rainy days;

C. disinfect the elevator once a week;

D. Extend the health service hours from 7: 00 to 20: 00;

E. providing paid domestic and cleaning services;

5. Greening:

A. replanting sidewalks in the lawn to restore greening;

B.replant some autumn and winter.

Property management quality improvement plan scheme 4

At the request of the industry committee to improve the service quality, the company decided to further improve the service quality on the original basis, and planned to upgrade all the quality to a new state within one month, so as to realize the continuous improvement of the property service quality and improve the satisfaction of the owners. To this end, the special work of "improving the quality of property basic service management" will be carried out, aiming at improving the service awareness of all staff, strengthening the internal management of the project, improving the post service skills and providing thoughtful and convenient services for the owners. The specific implementation is as follows:

I. Division of Special Work Stages

(1) Mobilization training stage;

(2) the stage of self-examination and self-correction;

(3) rectification stage;

(4) Inspection and acceptance stage;

(5) Special summary stage.

Second, the focus and requirements of each stage of work

(1) Mobilization training stage (June 1-5)

1. hold a special meeting to study and formulate a quality improvement plan and arrange related work.

2. Prepare the quality improvement plan for the basic service management of Hellenborg Hotel.

3. Led by General Manager Liu and implemented by Manager Lu.

4. This special job needs the full participation, and all meetings, training and other work should be recorded in writing, and every employee should have a record.

(2) self-examination and self-correction stage (June 6-10)

1. The customer service department strengthens the inspection of property assistants, purchases fixed communication equipment, and announces the contact information of property assistants on each floor;

2. The front desk and all departments should strengthen etiquette training and strictly master the standard terms of gfd and front desk reception;

3. The engineering department will assign a special person to conduct spot checks in the subsystem, and the progress of returning documents should be timely and effective;

4. Safety management departments should strengthen patrols, especially night shifts, carefully check patrols, and at the same time strengthen the inventory registration of rental houses;

5. Make weekly inspection records and handle them in time;

6. Three-way intercom system for maintenance and overhaul. Speed up the repair of elevator monitoring system, install monitoring guns and access control systems in each lobby for quotation;

7 elevator, electricity, fire comprehensive inspection;

8. Strengthen the supervision of cleanliness, and health will reach the state of years ago.

(III) Measures in the rectification stage (June 1 1-30)

1. The engineering department conducts spot checks on street lamps in the park to ensure that the lighting rate of street lamps reaches over 95%;

2. The engineering department should ensure that the lighting rate of each layer of light bulbs reaches more than half;

3. The cleaning department should strengthen the improvement of cleanliness and sanitation, and the garbage should be cleaned up in a timely and efficient manner. The sanitation of public parts and floors should be directly improved for the owners.

4. The safety management department will enhance the post image, increase the fixed security posts in residential areas, and strictly control the phenomenon of random parking and misplacing at night; Owners who violate the rules and regulations must enforce them.

5. Strengthen the supervision of Hansheng Company, the maintenance unit of the monitoring system, timely repair and replace the whole park monitoring, complete the elevator monitoring and the restoration of the existing monitoring in the public * * * area before 25th, and ensure that the intact rate is above 20__ property community quality improvement scheme at other times;

6, access control system motherboard quotation maintenance.

7. The engineering department must ensure the normal operation of water supply, power supply system and elevator;

8, customer service department to strengthen the inspection work of property assistant, purchase fixed communication equipment and property assistant's contact information on each floor;

9. The customer front desk should strengthen the training of etiquette and politeness, and strictly master the standard terms of gfd and front desk reception.

10. The front desk will handle the owner's complaints and help in time, and call the owner back to explain if it cannot be handled in time. If the owner applies for maintenance at the front desk, he must give the owner a maintenance receipt and strengthen the supervision of the owner. General maintenance, complete the return visit within one week;

1 1. The greening department shall ensure the cleanliness and hygiene of the green belt, as well as the greening pruning and planting maintenance.

12. Maintain the fire fighting system to ensure normal operation.

13. Repair the broadcasting system, repair the fountain system, and increase security posts.

(4) Inspection and acceptance stage (July 6th)

1. The acceptance of special projects is organized by the industry committee, with the participation of the building manager and the cooperation of the property manager Liu.

2. Acceptance methods include on-site inspection, after-the-fact inquiry and owner's return visit.

(5) Thematic summary stage (July 9th)

1. Hold a summary meeting on "Improving the Management Quality of Property Basic Services".

2. Summarize the problems existing in this special work and the ways and means to solve them, so as to provide experience for future work.

Property management quality improvement plan scheme 5

The quality of property service is not only related to the immediate interests of the owners, but also reflects the service level of the property service company, which is more related to the future and destiny of the property service company. As a property service company and community project, we must serve the owners with a high sense of responsibility, provide a safe, clean, comfortable and warm environment for the owners, and win the trust of the owners in the property service company. In order to meet the needs of owners/property users and improve the service quality of Junshan garden club Management Center. On the basis of the original property service manual, job responsibilities and work instructions, the management office has truly realized that "we will work harder to make you more satisfied!" In view of the present situation of residential property management services, Junshan Garden will improve its quality in the following four basic aspects within 20__ years:

First, strengthen employee training and constantly improve the overall quality of employees. Excellent employees are the guarantee to improve the quality of property services;

Property management is different from other industries, and sometimes the moral quality of employees is higher than the professional quality. Therefore, while training employees' professional skills, we should pay more attention to the cultivation of personal qualities. Conduct "professional ethics, etiquette and courtesy" training for every employee to cultivate the ability of employees to communicate and cooperate with others. Good affinity is a great advantage of doing a good job in property management. Let every administrator pay attention to establishing a good relationship with the owners, actively and enthusiastically serve each owner in their daily work, and complain to some people who don't know much about it.

Owners who complain about property management should actively communicate with them. Don't be afraid of being pointed out by the boss, learn to thank the boss for his advice, give him the opportunity to correct and improve, and let him gradually understand and trust the company.

Second, do a good job in handling complaints from owners, not complaining to owners, but taking complaints from owners as resources to improve and perfect property services;

The owner's complaint is the best gift to the company. Why not face it frankly? For property management companies, only by carefully analyzing the opinions of owners, accepting criticism with an open mind, actively solving problems and effectively improving the service level can they form stronger competitiveness and higher reputation. Face all kinds of complaints from the owners with a positive attitude, constantly reflect on yourself, regard the complaints from the owners as the most precious resources, find out the shortcomings in management and service in time, improve the service as much as possible, and promote the continuous innovation and improvement of management service quality. In short, the owner's dissatisfaction is the direction for the property management company to improve its work.

The third is to cultivate the quality management habit of ISO900 1, which has rules to follow and is meticulous;

Further strengthen employees' work habits of respecting documents and acting according to documents, and finally bring all the company's rules, regulations and working procedures into the quality system. Through training, employees will form a sense of respecting documents and taking them as work guides. An effective way to check the implementation of documents is to check whether the filling of quality records is standardized. To this end, we must insist on severely punishing the following behaviors for a long time in order to promote and strengthen these behaviors:

(1) Work is not completed;

(2) Although the work was completed, the records were not filled in;

(3) Although the record is filled in, it is false;

(4) Although the record is filled in, the way of completing the work indicated in the record is inconsistent with the requirements specified in the document;

⑤ Although the working mode indicated in the record is the same as that specified in the document, it is incomplete and inaccurate;

⑥ Although the records are comprehensive and accurate, they are not delivered and filed in time according to the requirements of documents.

The authenticity, accuracy and effectiveness of quality records can only be guaranteed if the above matters are found at any time and handled in time; Only in this way can records become a comprehensive, true and faithful embodiment and reflection of working facts; Only in this way can quality records become an important means to implement documents; Only in this way can employees develop the consciousness and habit of doing things according to documents, respecting documents and fearing documents; Through the supervision and inspection of quality management, measure the methods and work links of service quality, find all unqualified items that violate the document requirements through monitoring and measurement, analyze their background, reasons and responsibilities of relevant personnel, then put forward corrective and preventive measures after full communication with the other party, and track the implementation effect of corrective and preventive measures. In this way, monitoring and measurement are regarded as the first link of improvement work, and the cyclic improvement of finding problems, solving problems and preventing problems is realized. Only in this way can we improve our service quality thoroughly and continuously.

Fourth, be honest and trustworthy, fulfill promises and abide by property service contracts. The specific scheme is as follows:

Fulfill the agreement, abide by the law, and abide by the market rules. To improve the quality of property management services, we must adhere to honesty and keep promises. When serving the owners, we must first seek truth from facts, keep our word, do whatever we want, and do whatever we want. Secondly, we should strengthen the concepts of time, discipline, efficiency and benefit, and make our work timely, accurate, enthusiastic and thoughtful. Third, we must act in accordance with the law, act according to the contract, abide by the property management service contract and operate legally. "Sail against the current, if you don't advance, you will retreat", which brings more opportunities and challenges in today's booming property management industry. How can we remain invincible in the fierce competition? Property service enterprises must take the road of improving service quality and building service brands. Brand is a comprehensive reflection of the comprehensive management, business service and public reputation of property service enterprises in the eyes of the majority of owners and even the public. The property management office regards brand promotion as the top priority of establishing the company's brand image.

A good understanding of customer satisfaction in advance is more conducive to mastering market demand.

Articles related to the planning scheme for improving the quality of property management;

★ Summary of 5 articles on property management in 2022.

★ Management Summary of Property Management Company (latest 10)

★ Staff Work Plan Planning of Property Management Company

★ Latest Work Summary of Property Management Company 15.

★ The summary report of the property company is five simple articles.

★ Summary of Property Service Work

★ How to write personal work plan for property management?

★ 3 selected property quality improvement schemes

★ 20 17 quality improvement scheme for property community

★ Selected Property Management Work Plan in 2020