Quality Improvement Scheme for Property Community 1 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: 2 160030, reply to the complaints on the same day, and follow up and implement them;

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:

1. Order the gate to stand guard and be on duty;

B, patrol personnel should be equipped with armbands, batons and walkie-talkies with patrol words printed on the left arm to patrol.

C, command the team to shift;

D. Interrogate 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:

First, the implementation of standing service and Putonghua service;

B, collect letters and parcels, call or deliver them to your door;

C, set up a publicity column to provide information release services for the owners (renting and selling houses, etc.). );

Pay phone, broadband, utilities, gas services;

3. Project:

A, elevator maintenance after zero undisturbed 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 an equipment file card to hang on the equipment;

E, project director check the operation of personnel and equipment on duty at night once a week.

Step 4 clean:

A, change the garbage disposal once to twice a day;

B, one hour after the rainy day water cleaning;

C, once a week the elevator disinfection;

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.

Scheme 2: Improving the quality of the property community 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 to realize the continuous improvement of the property service quality and improve the satisfaction of the owners. To this end, special work will be carried out to improve the quality of property basic service management, with the aim of 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 work requires full participation, and all meetings, training and other work must be kept in writing, and every employee must 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 departments to strengthen etiquette training, strictly grasp the gfd and reception standard language;

3. The Engineering Department will assign special personnel to conduct spot checks in a sub-system to ensure that the progress of returning documents is timely and effective;

4. The safety management department should strengthen patrol, especially night shift, carefully inspect and check, and at the same time strengthen the inventory registration of rental houses;

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

6. Maintain and repair the three-way intercom system. 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 cleaning, health reached 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 to ensure that each floor light bulb lighting rate reached more than half;

3, the cleaning department should strengthen the improvement of cleanliness, garbage cleaning should be timely and efficient, public * * * parts and floors of health to let the owner can directly feel the improvement;

4. The Safety Management Department will enhance the post image, increase the fixed security posts in the community, and strictly control the phenomenon of random stop 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 monitoring of the whole park, complete the elevator monitoring and the restoration of the existing monitoring in public areas before 25th, and ensure the intact rate above the quality improvement scheme of 20xx property community 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, fire fighting system is repaired to ensure normal work.

13, repair the broadcasting system, repair the fountain system and increase the security post,

(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, post inquiry and owner's return visit.

(5) Thematic summary stage (July 9th)

1. Hold a summary meeting on improving the quality of property basic service management.

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.

The third scheme to improve the quality of the property community is that the quality of the property service is not only related to the immediate interests of the owners, but also reflects the service level of the property service company, and 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 will really make more efforts to make you more satisfied by organizing employees to study and train! In view of the present situation of residential property management services, Junshan Garden will improve its quality in the following four basic aspects in 20xx:

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. Train every employee in professional ethics, etiquette and politeness, and cultivate their ability 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. He who does not advance loses ground. In today's booming property management industry, it will bring more opportunities and challenges. 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.