Chapter 1: Improvement scheme to improve the service level of property management.

Improvement scheme to improve the service level of property management

According to the owner satisfaction questionnaire, we found that our property management company has some shortcomings in property management:

1. Cleaning and greening: the sanitary conditions of outdoor roads are poor, the cleaning quality of public toilets is not high, and there are no paper towels in the bathroom on Saturday and Sunday; The door of the tube well flushing pool is often closed, which is not conducive to the customer's cleaning water.

Second, order maintenance: outdoor ground parking is chaotic, and public order management is not in place.

Third, engineering maintenance: the public facilities and equipment are not fully equipped, the air volume of air conditioning is small, and the cooling and heating effect is not good; The window leaks air and the heat preservation effect is poor; The heating pipe leaks; The elevator is not operating normally, and the no-smoking sign in the elevator is not obvious; Engineering maintenance is not timely. ?

In view of the above shortcomings, the rectification measures are as follows:

First, strengthen hygiene, cleanliness and greening.

1. Strengthen the professional training of cleaning personnel, strictly implement the daily inspection of environmental sanitation, find and clean up dead corners in time, and appropriately punish irresponsible cleaning personnel.

2. Clean up the garbage in public places in time, and the administrator will improve the inspection of hygiene and handle it in time if it is dirty.

3. On Saturday and Sunday, it is necessary to establish a duty system for health cleaning personnel, and the cleaning efforts should not be slack, while maintaining the normal operation of various cleaning measures.

Second, ensure that order is maintained in place.

1. Implement outdoor motor vehicle parking management scheme, formulate road parking mode and charging standard, and effectively manage outdoor motor vehicles.

2. Set up temporary parking spots for non-motor vehicles to facilitate temporary parking and allow non-motor vehicles to be discharged in an orderly manner.

3. Strengthen public security management and strictly control it.

Third, timely engineering maintenance.

1. Strengthen the safety management of elevator use, enlarge the no-smoking sign and put it in an eye-catching position, carry out the daily inspection and maintenance of elevators by elevator professional maintenance personnel, eliminate all hidden dangers in time, and ensure the safe operation of elevators.

2. Ensure that maintenance personnel such as air conditioners, windows and heating are on duty and go to the owner as soon as they receive the maintenance call, so that public facilities and equipment can be maintained in time.

Jincheng Taimei Property Management Co., Ltd. June 27

Chapter two: the rectification scheme of Huadu property management on the left bank.

Renovation Scheme of Huadu Property Management on the Left Bank

Listen to the voice of the owners, implement rectification measures, and comprehensively improve the management level of property software and hardware.

Basic management

exist problem

1), management supervision and inspection is not in place.

2), the division of labor is not clear, there is a phenomenon of mutual shirking.

3) insufficient communication with the owner's representative, not actively listening to and adopting some good opinions and suggestions put forward by the owner.

4) Insufficient supervision of businesses in the community and no tough measures have led to the noise nuisance, oil smoke emission and environmental governance of some businesses not being effectively controlled.

5) After six years of delivery, the facilities and equipment in the community are aging, the occupancy rate is only two-thirds, and the collection rate of property management fees is low. This year, prices have soared, project expenditures are higher than in previous years, and the company's operating pressure is enormous, making it difficult to carry out its work.

measures for rectification and reform

1), the project manager will inspect the community at least twice a day, and issue a rectification notice to the heads of various departments for rectification within a time limit. The person in charge of each department checks the work of employees in each department at least twice a day, quantifies the daily work of employees, and does not leave work until it is completed.

2) The principle of no shirking: If residents cannot meet their requests for help, they should also take the initiative to help them contact relevant departments to avoid shirking.

3) The leaders of the company, the administration department, the project center and the customer service center conduct cross-checks on the community, requiring that a weekly supervision report be formed, and all departments should complete the rectification of unqualified items within a time limit.

4) Strengthen communication with the owners' committee and jointly take measures and methods with the industry committee to deal with some irregular behaviors in the community.

5) Businessmen disturbing the people should contact relevant functional departments with the owners' committee as soon as possible, and take effective measures to curb the problem of disturbing the people to a certain extent within this month, improve some environmental landscapes, and obtain the basic satisfaction of the owners.

6) Clean up and count the owners who owe money in the community, and urge the owners who owe money in the community together with the industry committee.

Second, the maintenance of public order.

1, there is a problem.

1), there are many new members of the security team with uneven quality. Although some members of the order maintenance team have been trained, the effect is limited, but because it is difficult for the order maintenance team to recruit people, they can only use it reluctantly.

2) In the past, the staff lacked service etiquette and gfd, their expressions were dull and dull, and they were slow to respond to some emergencies.

3) Parking at the entrance of the community is serious. Although the security guards guide the vehicles to park, some dining vehicles still don't listen to the advice and leave them lying around, which often causes the gate to be blocked and the order maintenance team conflicts with the dining owners. The traffic police and the parking staff of the police station can't solve it, and the owner has great opinions.

4) Safety facilities (such as monitoring, infrared ray, etc.). Almost all of them are paralyzed, and the public security in residential areas can only rely on civil air defense, which is very difficult to manage.

5) With the increase of owners, the parking spaces in residential areas are increasingly tight, which can no longer meet the parking needs of owners. Some owners often park their vehicles on the green belt, causing greening damage and paralysis of parking lot monitoring facilities. Once the vehicle is scratched, the property management company will bear the responsibility.

2. Rectification measures

1), strengthen the training of the basic quality of security guards, at least twice a week, make clear the service etiquette of security guards, and make demonstration photos, which all security guards are required to do.

2) At ordinary times, strengthen the supervision of the working procedures of security team members, require the foreman to be jointly and severally liable for the assessment, give full play to the initiative of the foreman, and increase the sense of responsibility of the foreman, so that glory will be detrimental.

3) No more than 3 complaints about parking at the gate, and no parking charges. Once found, we must resolutely expel.

4) Strengthen cooperation with police stations, traffic police and other relevant units, and set up no parking signs at the gate. If the catering vehicles are parked and placed in disorder, they should be towed away by the traffic police as a punishment.

5) Strengthen cooperation with the owners' committee, hold a special meeting on the situation of safety facilities and equipment in the residential area, carry out special rectification, start the use of maintenance funds as soon as possible, and make all safety facilities and equipment in the residential area work normally.

6) Strengthen the management of tenants, check the tenants in the community, establish safety files, and the security team will intensify night patrols, with tenants as the key patrol targets.

7) Patrol at least key areas and key parts every 1 hour 1 time;

8), strengthen the management of all personnel in and out, strictly require all personnel in and out of the community documents, through the way of swiping the door to the owners and residents to issue the owner card. The lessor must apply for a pass when entering or leaving the community, and the outsiders must apply for a temporary pass and register;

9) implement license card management for vehicles entering and leaving the community, complete the rectification of the gate system before September 20, and guide the vehicles to pass and park in an orderly manner;

10) increase the gate of order maintenance team members and implement double posts;

Third, the engineering maintenance

1, there is a problem.

1). At present, the warranty period of the facilities, equipment and roof of the residential area has expired, and the problems of water leakage and indoor maintenance reflected by the owner are still handled by the property management. However, because some of them involve costs, car owners are unwilling to pay their own money, so the problem has not been properly solved.

2) Weak current problems in residential areas, such as aging of access control intercom system, monitoring system and other lines. Equipment with outdated design that cannot be used normally after repeated maintenance must be updated and overhauled.

3) Because there are many catering businesses in the drainage system of the community, the original design of the grease trap is small and the quantity is not enough, which often leads to more oil accumulation in the sewage pipeline and is connected with the sewage pipeline of the residents of the community, so the drainage system of the community is not smooth and often needs to be dredged and cleaned.

4) The road surface in the residential area is uneven, and some roads will accumulate water in case of heavy rain.

5) There are many wood products in the residential area, which have decayed after a long period of sun and rain, and there are potential safety hazards.

6) Although the fence railings and some iron ornaments (such as Rainbow Bridge) in the residential area have to be painted and renovated every year, they still need to be replaced or rebuilt because of the long time.

7) The decoration management is absent, the measures and efforts are not enough, and the phenomenon of illegal construction in the community is serious.

2. Rectification measures

1), it is suggested that the company increase the intensity and investment of project rectification, especially the image project and the problems involving potential safety hazards should reach an agreement with the current owners' Committee, and the property management company will temporarily handle the expenses first.

2) Strengthen communication with the owners' committee of Huadu on the left bank, activate maintenance funds, and update and maintain large-scale facilities and equipment in the community.

3) Strengthen the training of engineering maintenance department's own business skills, quantify the work of engineering personnel, and improve work efficiency.

4), contact the special rectification construction team, when the company's engineering and technical personnel can't solve the problem, to rectify the problems existing in the company's project.

5) The problems existing in residential areas should be classified, prioritized and focused, and handled in a planned and hierarchical manner. Within this month, the renovation of the Rainbow Bridge, the renovation of the bicycle shed roof, the renovation of the sewage pipeline at Gate 3, and the rectification of the gate system and access control system will be completed to ensure its normal operation.

6) Establish * * * facilities and equipment files (equipment account), with complete records of facilities and equipment operation, inspection, repair and maintenance. China Property Management Education Network

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Three. Environmental affairs

1, there is a problem.

1), the weather was very hot some time ago, and the cleaning staff took more sick leave, and even two of them were seriously ill and took more than ten days off. In addition, when the swimming pool was opened, two cleaners were transferred to vacuum and one cleaner resigned. Therefore, the number of cleaning personnel is reduced and the workload is increased. Only the daily hygiene can be guaranteed, and the planned hygiene is all postponed.

Chapter III: Problems in China's property management and improvement measures.

Problems and improvement measures of property management in China

I. Introduction

Property management is a new research field and a kind of modern service industry, and it will occupy an increasing proportion in the tertiary industry. However, China's property management is still immature, and there is still a big gap compared with foreign property management. At present, the problem of property management has become the highest complaint rate in recent years, and the problem of property management in colleges and universities is also very prominent. , Li (20 1 1) on the property management related issues published by domestic core journals in recent years and the countermeasures? The problem of property management is outstanding. Therefore, the author intends to analyze the problems existing in China's property management and put forward the improvement countermeasures, which are urgently needed to be solved at present.

Second, China's property management problems

1. Government pricing needs to be adjusted. The government should not charge exorbitant fees for the services of property management companies. From the perspective of reducing the welfare burden under the old housing system, considering that residents' ideological and economic affordability was low at the beginning of property management construction, most property management companies are losing money on property service projects at present, and property service fees need to rely on other operating income to make up for their losses? .

2. Property management regulations need to be improved. The legislation of property management is relatively backward, and the legal system needs to be improved. With the transformation from welfare housing distribution to individual housing purchase in China, there are problems in the property management of residential quarters. China's relevant property management policies and regulations have not yet been promulgated, and many people have taken advantage of the loopholes, causing many group disputes. Although the State Council promulgated the Regulations on Property Management in 2003, it has successively promulgated the Measures for the Administration of Property Service Charges and the Interim Measures for the Administration of Bidding and Bidding for Early Property Management? However, the management regulations formulated more than ten years ago do not match the existing property management model, and China's property management legislation obviously lags behind the development of the property management industry.

3. The property management industry lacks professionals. Most property managers in our country have low quality and poor service, and few people have obtained the professional qualification of property managers? . Some of them are housing reform personnel without vocational training. There is a big gap between the professional structure and knowledge structure of human resources teams in some property management enterprises and the development requirements of property management, so it has become a reality for non-professional managers to do property management in China.

4. Insufficient management level and poor service level. The property market lacks sufficient management level and moral quality, and there are no high-level bidding enterprises and bid evaluation experts. As a result, there are more invited tenders and less open tenders, which leads to the phenomenon that "bad money drives out good money" frequently. . In the property management industry, a group of companies with low quality suffer from "myopia", which is short-term behavior and tarnishes the reputation of the property management industry.

Some property management companies have lowered their management standards and poor service levels, which ultimately affect their corporate reputation. Therefore, it affects the operating efficiency of property management enterprises, which is not good and also causes brain drain; Without talents, we can't provide high-quality management and services, which will eventually form a vicious circle? . Due to the late start of property management in China, the management behavior is not standardized, and the problem of "small, scattered and chaotic" situation is prominent? .

5. Property management lacks scale. In China, there are some problems in property management, such as small scale, lack of group advantages and economic benefits.

The benefits are not good, and some are still seriously losing money. Many property management companies manage few property projects, do not have the scale of operation, and their operating performance is difficult to be ideal. Insufficient business scale will affect the continuity and stability of project management, resulting in management faults and poor operating efficiency. Without economies of scale, the property management industry lacks the stamina for development.

Third, the causes of property problems analysis

1. The internship time of property management is short. Property management has not been implemented for a long time in China, and there is still a process of learning and practice. Many things have to "cross the river by feeling the stones". In addition, China is still in the period of economic transformation, and there are still many laws and regulations to follow in the transformation, and some have to be re-enacted, but the formulation of laws and regulations is lagging behind, and it is even more difficult to actually implement them. The imperfect competition mechanism, low degree of marketization and no fair competition mechanism lead to a vicious circle.

2. The market competition is fierce. The competition in the property management market is fierce, and we strive for property management projects. Market competition is a double-edged sword. If we can survive the fittest in the tide of market economy and optimize resources, we can promote the development and growth of enterprises. But now there are imperfect bidding competition rules, such as "vicious competition" and "bidding show", which lead to low prices and lower profits of some property management companies? .

3. Property management pricing lags behind. Property management pricing has fallen behind the times. In the case of rising prices, the government did not adjust the price of property services with the changes in the market and environment, resulting in some properties still using the price list long ago; For example, the author once saw a service price list of 10 years ago in a certain community. In the past, the pricing of property management services was decided by the government, and the pricing of property services was not negotiated by many parties, which led to a serious disconnect between the pricing and the actual situation.

Fourth, property management improvement measures

1. Correct business philosophy and establish a good brand. The foundation is not firm, and the ground shakes. Property management enterprises should correct their business philosophy in the course of business operation. There should be good communication between enterprises and owners, and the conclusion of psychological contract should be based on the expected consistency? . After the owners know the information of other property management companies, they form psychological expectations for the property management companies in their own communities. Therefore, property management enterprises should pay attention to communication with owners, focus on the construction of core competence, enhance the awareness of crisis management, understand customers as much as possible, help realize customers' psychological expectations, and establish a good image of enterprises.

2. Joint pricing by government and enterprises. In the long run, the ultimate development direction of property management must be enterprise. Anything that cannot enter the market and is not for profit cannot be called an enterprise. In this sense, in order to conform to the development trend of property management enterprises, the determination of prices must be based on the principle of competition and ensuring the basic profits of enterprises. Therefore, the government and enterprises need to negotiate to set prices.

3. Legal management. Property management should have a good environment and improve the comprehensive quality of employees. Take the road of legal development and improve the laws and regulations of the property industry. The steps and contents of property management are very extensive. Property management companies have multi-level relationships with many departments, and property management companies have relationships with more than ten departments such as water supply and power supply. Without the protection of laws and regulations, property management is difficult to develop healthily. Therefore, the relevant government departments should speed up legislation and establish a system of property management laws and regulations, so that China's property management has laws to follow and rules to follow.

4. Cultivate property management talents. Talents need to be trained. Excellent property management talents should be trained through multiple channels and forms to provide necessary human resources reserves for the development of the property management industry. We can adopt the training mode of "please come in and go out" to give corresponding talents room for promotion, further study and academic upgrading. At the same time, strengthen correct ideological training, establish good moral concepts, cultivate talents with both ability and political integrity, and establish a team that is hard-working, willing to contribute and skilled.

Improve the professional and technical quality and management level of property management personnel.

5. Achieve scale and brand benefits. To develop property management enterprises in China, on the one hand, we should get rid of the small and comprehensive model, carry out joint development, set up property enterprise groups, carry out good management and realize economies of scale; On the other hand, it is necessary to build a brand and provide quality services. Whether it is a large enterprise or a small enterprise, enterprises can develop step by step by building good brands and ensuring quality for a long time. Therefore, government departments should formulate corresponding policies, improve the access conditions of enterprises, eliminate bad enterprises strictly and timely, ensure a certain scale and quality of enterprises, and promote the good development of property enterprises and property management.