The annual work goal is a guide to action throughout the year. According to the unified deployment of the headquarters and the actual operation of the project, Yancheng Central Management Office mainly focuses on team building, cost reduction and efficiency improvement, training and assessment, and safety management. And carry out detailed decomposition and comprehensive improvement. Build a team, standardize management, and comprehensively improve management ability and property quality.
(a), the person in charge of each department should strengthen the "three standards in one", consolidate the basic work of various industries, improve service quality. Establish the brand awareness of "Golden Eagle", establish a corporate culture inheritance mechanism, and sign a letter of commitment with the project, detailing the weekly meeting to organize all employees to learn job standards, work requirements and operational procedures. The Administration and Personnel Department assisted each department to carry out 2 1 professional trainings, which comprehensively improved the service awareness, management ability and professional and technical ability of personnel.
(2) Pay attention to team building, improve the assessment system, strengthen backbone communication, build a growth platform, formulate the skill operation assessment scheme for employees at all levels in the property engineering department and the assessment standard for computer documents at the monitor level, further improve everyone's work enthusiasm, maintain the relative stability of the core team, simplify the process and improve work efficiency.
(3) Complete the maintenance of the project equipment and facilities according to the company's system standards, implement seasonal maintenance and safety management, ensure the intact rate of equipment operation, continuously detect the current and temperature of each electric well, organize the engineering department to quickly and effectively complete the owner's 9293 emergency repair task according to the service requirements of the center, establish the organizational structure of various emergency plans, start emergency plans as planned and organize drills, such as elevator rescue, fire evacuation, flood control, etc., and fully implement the requirements of prevention first.
(4) Respond to the needs of the group quickly and promote the "flat" operation of the organization. Earnestly implement the work of reducing staff and increasing efficiency, sort out the company framework in three times, sort out the large and small property frameworks, draw up the merger plan and organize its implementation to ensure a smooth transition; Reasonable optimization of cleaning posts; Nanjing Kaiente Company confirmed reasonable adjustment through on-site investigation. Do a good job in increasing income, reducing expenditure, reducing costs and increasing efficiency from all directions to achieve energy-saving and consumption-reducing indicators.
Second, strengthen communication channels.
Property management is a service industry of process management. With the increasing demand for commercial services and the further popularization of property management specialization, using reasonable methods and skills to communicate is the basic skill of owners, and good interpersonal relationship is also the key factor for the success of property management. Strengthening communication ability is an important guarantee for implementing service measures, achieving the company's development goals and improving the competitiveness of enterprises.
(1) We have to face all kinds of owners every day, and all property managers who provide services for them need to strengthen communication and establish such channels. Through daily communication such as meeting greetings, setting up service hotline, owner's suggestion box, satisfaction survey and holding symposium. Our information, thoughts and emotions are mainly transmitted, exchanged and infiltrated in the large group of service providers, thus achieving a * * knowledge tool. Enhance mutual understanding, eliminate misunderstandings in time, so as to improve the satisfaction of the owners, and harmonious relations can gain the understanding and support of the owners for our work.
(2) Property services are inseparable from the strong support of local government departments at all levels. Therefore, we strengthen and expand the contact with the relevant government departments, institutions, community neighborhood committees and other outreach units, actively participate in various meetings, trainings and activities, and regularly visit and communicate with important departments such as housing management, price control, urban management, public security, fire protection, municipal administration and planning, which are valuable resources in property project management.
(3) Today's management has long gone beyond individualism, but advocated teamwork, and cross-departmental communication with superiors, subordinates and peers is particularly important. Therefore, the project has created a good communication atmosphere, established communication with all employees through the construction of corporate culture, created an open and shared communication mechanism, and maintained regular exchange of opinions. Through good communication, we can enhance the cohesion of enterprises, improve work efficiency and market competitiveness.
(4) We focus on the management of property projects. Through special business outsourcing, we can get rid of complicated specific affairs, truly become the planner, supervisor and coordinator of project management, upgrade the function of property management company from the initial nanny to housekeeper, simplify the organizational structure and make employees more professional. The integrated service provider business involved in the project is subcontracted, but the management must emphasize unity. The owner is facing a property company. We must define the company's unified service standards, implement them in all special businesses, strengthen supervision through morning meetings, weekly meetings, training and drills, strengthen the information sharing platform in the service process, avoid buck passing, hold special meetings on service quality evaluation every month, and establish a reward and punishment mechanism to comprehensively ensure service quality.
Third, effectively control costs.
The cost composition of property management mainly includes: salary cost, house equipment maintenance, energy consumption, administration and various municipal management expenses. Therefore, in order to effectively control operating costs, we should focus on the following tasks:
(A), the rational allocation of human resources
According to the entrustment contract of property management, Party A's requirements, the characteristics of property projects and other factors, and according to the principle of fixing posts according to the situation, we should rationally fix personnel and posts, integrate resources, extend work, comprehensively utilize them, improve the per capita management area, recruit and train a multi-functional talent within the enterprise, make employees lean and strengthen training, so that new employees can master the business of each position skillfully and improve work efficiency. Some projects will be subcontracted to professional companies. For example, projects with low technical content and low profit rate, such as cleaning and sanitation, will be subcontracted to professional cleaning companies in society. They can provide more professional cleaning and hygiene services than property management companies, and the cost will be lower. Property management companies will not have to bear the social insurance responsibility of cleaners, effectively reducing management costs.
(B) the implementation of energy consumption control measures
Strengthen the saving consciousness of all employees in daily work, saving refers to the saving of manpower and material resources. It is necessary to put an end to waste and bad behavior, and put in the links that are prone to problems, such as consumables and public facilities. Through hydropower calculation, prevent public facilities and equipment from running, running, dripping and leaking, replace special control switches, and adopt energy-saving light source shunt points in auxiliary rooms and corridors to save energy consumption; Fully tap the saving potential within the company, carefully calculate everywhere, open source and reduce expenditure, and eliminate waste and loss in the bud.
(C), efficient use of maintenance costs
For commercial projects, the passenger flow is huge, the service requirements are high, the management points are scattered, the business hours are strong, and the daily property management is much more difficult than the residential property. Property management of daily commercial projects includes: building maintenance, equipment maintenance, ensuring normal supply of water, electricity and electricity, public area cleaning, security and theft prevention, vehicle management, greening maintenance, storage management and accident handling. For real estate enterprises that really want to run commercial projects for a long time, due to the high frequency of use of various commercial facilities, special attention should be paid to planned maintenance. Maintenance costs include the maintenance of equipment and facilities, the maintenance of public parts and the daily maintenance of the owner, which accounts for a large proportion of the company's costs. Controlling maintenance cost in management controls expenditure to a great extent, and the effect of maintenance work directly reflects management ability. Therefore, the maintenance cost should be controlled at the most appropriate level.
(a), carefully prepare the annual maintenance budget, and establish and improve the maintenance cost approval system. In order to make a more reasonable maintenance plan and better analyze the problems existing in the process of property management, it is necessary to establish maintenance service files, effectively improve the management level, and also provide important reference information for future maintenance, renovation and expansion.
(2) Strengthen the supervision and management of engineering outsourcing. According to the company's requirements, bid for the large-scale maintenance of the project, and determine the appropriate outsourcing unit according to the comprehensive evaluation of the qualifications, services and prices provided by the bidding unit, and try to control the cost at the best level. It is clear in the contract that during the construction process, both parties will comprehensively consider the technology, cost and future impact, and at the same time require the other party to assign special personnel to supervise the construction quality throughout the whole process to ensure the project quality.
(3) Grasp the maintenance time node. In order to ensure the benign operation of commercial facilities, according to the annual maintenance plan, combined with the maintenance records of previous years, the "three repairs" (major repair, medium repair and minor repair) were completed before the spring and autumn adjustment of commerce and trade, which provided a strong guarantee for commercial operations.
(four), do a good job in the maintenance industry information investigation and information collection. Grasping the market price information and technical information in time is one of the important bases for us to determine the maintenance plan. Generally, there are three types of equipment failures in the cycle. Initial stage: at this time, the failure rate of the equipment is below the allowable failure rate. At this stage, we will focus on improving the ability of equipment maintenance service personnel to detect and diagnose faults and carry out maintenance, and strengthen the management of materials and spare parts. Mid-term: equipment maintenance personnel often pay attention to the vulnerable parts that need to be replaced regularly in the equipment; Understand the most important and expensive parts of the equipment, and prepare management documents and emergency plans; It is also necessary to understand the defects in equipment installation, find out hidden dangers and solve them, reduce the initial failure rate of equipment as soon as possible, and make it enter a stable operation state. Later period: When the service life of equipment or system is almost reached, the failure rate of parts will increase, but updating some parts before the wear failure period can reduce the failure rate, thus reducing the greater consumption of maintenance materials.
(5) Effectively control management expenses. Require all post personnel to leave the office for a long time or turn off office equipment such as air conditioners, drinking fountains, lights, computers, printers and photocopiers after work; Don't turn on the light indoors in the case of sufficient sunshine; Chatting and playing games on the Internet are prohibited, and the copier is set to a lower chromaticity to save toner. Printing paper is used on both sides. Strictly control some daily expenses such as office supplies and consumables, uniformly implement the old-for-new system, report the usage of expenses regularly, and urge all departments to enhance their awareness of cost saving. Statistics and analysis are made on the quantity and amount of office supplies collected by each department on a monthly basis, and problems are found and handled in time, effectively enabling each department to collect office supplies on demand. Only by doing a good job of increasing revenue and reducing expenditure can we control operating costs more effectively in daily management, win the market competitiveness of enterprises, and revitalize the existing and future stock assets of the company from the perspective of property management.
Fourth, improve service quality.
Quality is the eternal theme of Golden Eagle Property, which is put in the first place on the premise of ensuring safety, with the focus on the operation of quality system. Property management objectives and corporate culture are achieved through the joint efforts of all staff. Strengthen the construction of the project system, standardize and improve the work flow, inspection standards and work standards of posts at all levels, do a good job in infrastructure construction and standardized management, and improve the service quality of employees.
(A), property management to improve the quality of service, we must first have a sense of service. In other words, only thinking can do it; Only when you are conscious can you act. This is simple to say, but it is not easy for every property manager to do it. Internally, let the superiors serve the subordinates, let the employees face the owners in a good state, and provide quality services for the owners. Externally, it is necessary to constantly strengthen employees to "take the owner's business as their own business", so that every owner can truly feel that many aspects are inseparable from property services.
(2) The essence of property management is service. "Management" is the management of specific things. Since it is a service, we must have a sense of service, which requires property management practitioners to establish a strong sense of service. It is necessary to clarify the characteristics and requirements of the industry you are engaged in ideologically and cognitively. That is: to provide customers with the best service and the greatest convenience; Think more about customers and do better; Create enterprise and its own value with our service and efficiency; Create perfection by heart. This is not only the quality policy and service tenet of property management enterprises, but also the basic quality that property management practitioners should have.
(3) Continuously accumulate work experience. Work experience is also the basis for improving service quality. Summing up experience can not only strengthen the relationship between property and owners, but also provide extremely important information for us to improve service quality. Property management personnel should make full use of this information, sum up experience and further improve service quality. Mainly to do the following, first of all, to find out the root causes of mistakes in property management. Service failures usually indicate that there are serious defects in the service system, and managers should try their best to find out the root causes of the failures and solve the problems existing in the service system, rather than correcting specific failures on the basis of facts. Secondly, improve the service process inspection. Systematically record and analyze all kinds of service errors, so that managers can find the shortcomings in service quality inspection and take necessary measures to improve service quality inspection. For service work with frequent errors, managers should strengthen service quality inspection and formulate a service error recording system. Establish a management information system by using electronic files to record the problems complained by the owners. Service personnel can directly obtain relevant information, such as the service quality problems experienced by the complainant before, so as to better provide after-care services. Managers can study specific improvement measures according to the category and frequency of service quality problems to improve service quality.
(4) Strengthen the concept of legal system. With superb service skills and a strong sense of service, we should also establish a high legal concept, so as to know, understand and abide by the law in our daily work and life, and safeguard the interests of enterprises, guests and ourselves with our own legal knowledge. There should be no legal loopholes in foreign exchanges and customer service, so as not to cause undue losses to themselves and enterprises.
Only by clearly establishing the above concepts can the property manager truly become a qualified and excellent manager. Every service worker has a high-level work concept, so the comprehensive service competitiveness of enterprises will be strong, the core competitiveness will be improved, enterprises will get better economic and social benefits in the market competition, and they will be able to provide first-class services to customers.
Verb (abbreviation for verb) cleaning and safety control
At the beginning of the year, organize all departments to do a full market research on outsourcing projects, complete the bidding or renewal of the year, strictly implement the contract terms of third-party suppliers, complete control procedures, assessment standards and performance evaluation, and conduct effective supervision and monthly assessment.
(a), outsourcing security is responsible for maintaining the order of the project peripheral site, the implementation of 24-hour fire prevention, theft prevention, damage prevention, explosion prevention, prevention and control of safety accidents in the region. Guide the parking of motor vehicles and non-motor vehicles to ensure cleanliness and safety, cooperate with the promotion activities of large commercial holiday squares, find and deal with suspicious situations in time, reduce the occurrence of public security incidents, provide a good business environment for the center, and ensure the safety of the management area. The general department will give a lecture early every day, and each class will be inspected by a special person. Employees are well-dressed, energetic, warm and courteous, disciplined, and the inspection and assessment system is combined with post inspection and roll call. Both parties shall conduct 1 comprehensive safety service inspection every week, not less than 4 times a month, and be divided into four grades according to the average score of 4 times: Grade A is good and normal payment is made; Grade B is average, written reminder is given to improve the quality, and the unqualified items are paid normally after rectification; If Grade C is unqualified, 2%-5% of the total monthly service fee will be deducted for punishment; The rectification of nonconformities was not included in the performance appraisal of the month in time. Resolutely implement system management to prevent personnel from taking the initiative of Man Qin and infringing on the company's interests; The improvement of management incentive mechanism makes orderers and parking teams move towards a benign track of "system management and system restraint"
(2) outsourcing cleaning is responsible for the overall public area of the shopping center, and the work is arranged in strict accordance with the staffing approved by the contract. Employees are not allowed to work overtime. Check the actual attendance of cleaning staff from time to time according to the shift schedule and post allocation table every day. Every morning meeting, constantly publicize and check gfd and code of conduct, and require to abide by various management rules and regulations, be polite and enthusiastic, and obey management. Consciously maintain the good image of Golden Eagle, organize centralized training on tool use and cleaning process in shifts every week, and conduct practical training for different positions, so that the cleaning staff can fully grasp the cleaning knowledge and meet the cleaning requirements of Golden Eagle; Every quarter, urge the cleaning company to study the Cleaning Manual for all cleaning staff, and focus on the following training according to the actual cleaning quality: classification and use of cleaning agents, cleaning process of toilets, stainless steel maintenance technology and process, etc. The center administrator checks and evaluates the actual cleaning status every day, and requires immediate rectification of unqualified parts, benign control of cleaning service quality, and control of the actual consumption of consumables and the stability of cleaning quality by taking the forms of warehousing of cleaning consumables, accounting, and uniform and regular distribution of materials.
Sixth, innovate management ideas.
Innovation is the soul of enterprise development. We require all employees to master the standardization and standardization of services, and also to achieve personalized services, characteristic services and value-added services according to people, time and place. Innovation is the life of extending service and developing service. Enterprises need to establish innovative ideas, create new services and new marketing concepts, and their operations will surely flourish and last forever.
(1) The biggest difference between shopping mall property management and general property management is that all property personnel should assist in promoting the image of commercial projects. For example, all property staff should cooperate with the promotion of "Golden Eagle Purchase" and "WeChat Big Label", constantly expand the popularity of businesses and properties, establish a good image of shopping malls, and attract more potential tenants and consumers. This is an indispensable work for the unified management of shopping malls, and it is also convenient for the concrete embodiment of commercial characteristics. It is an intangible asset and potential sales, which helps to promote consumers' consumption concept, from buying brand-name products to investing in stores, and accelerates the transition of shopping malls from impression period to maturity.
(II) In the process of undertaking services, the property has innovated management ideas, and provided 688 boxes of moon cakes,10.5 million bonus cards and other special services on the premise of providing daily operations with various guarantees such as the operation of equipment and facilities, orderly maintenance and clean environment. The property team actively explored resources and achieved more than 356.5438+0 million. Being commended and rewarded by the Office of the General Manager of Commerce and Trade not only exceeds the service requirements stipulated in the property management service contract, but also meets the basic needs of the owners for property management, and also enables the owners to reflect other values of the property in the process of enjoying the service.
(3) Create a unique corporate culture. According to the needs of three stores in the same city to improve their business skills training, the ppt of store manager training, property management knowledge and in-class assessment questions is drawn up, paying attention to the safe operation of all special equipment. According to the precautions of escalators, outsourcing units are arranged to conduct special studies on center salespersons and outsourcing cleaning, so as to shape a good professional image of the property and pay attention to asset management internally. At the same time, we should pay attention to "clear asset ledger" and "controllable operational risk", clarify the calculation basis of annual indicators, and implement control in the implementation of financial system to avoid operational risks. Through standardized management and the construction of the property's own brand, it has injected strong cultural connotation into the owners, making it a unique symbol of our property.