Tisch
XX is an era of rapid economic growth and financial crisis, and it is also an extraordinary year for XX Garden. From the new year's pipe blocking incident, the owner's complaint to the improvement of the weak links in the management office, it has won unanimous praise from the owners and truly recorded the hard work of all the staff in the management office. The work is summarized as follows: 1. Due to our unreasonable operation and illegal use by residents, Room 209 of Building XX Garden Community 13 was flooded with sewage during the New Year, and the sewage extended to the shops on the first floor, causing great losses to the owners and businesses. The staff of the management office are as busy as a bee, and the owners complain bitterly. With the support of the company and the cooperation of Qi Xin, the staff of the management office, after more than a week's efforts, the matter was finally solved satisfactorily, and the owner also took out cash to comfort the staff in our office.
Secondly, the change of market environment leads to the shortage of order maintainers in our management office, which brings challenges to the security prevention of the community. Due to the shortage of personnel, the locks of both families were pried open. Although nothing valuable was lost, it shows the importance of personnel stability. After the management office reported to the company and adjusted the salary and personnel accordingly, the above problems have not appeared in the community so far, ensuring the stability of public security in the community.
Three, XXX western restaurant occupied the fire escape for three years, which caused the owners to complain to the management office and also brought fire hazards. After many consultations and adjustments by the management office, and taking advantage of the rectification opportunity of law enforcement departments, XXX Western Restaurant successfully returned the long-occupied fire escape, which improved the understanding of fire control. This move has been well received by the owners, eliminating potential safety hazards.
Fourth, the shortage of personnel, recruitment can not be preferred, some employees are selfish, but their quality is not very good, which has brought some negative effects to the company's reputation. Although it is understandable to communicate with the owner through the management office, it is undeniable that this kind of behavior should be stillborn and impossible. Otherwise it will bring a devastating blow to the company. So our next task is to strengthen the quality training of employees, improve the personal concept of honor and disgrace, and reflect the real value of property managers.
5. The management office actively responded to the company's call, formulated the price list of paid services, and took the lead in implementing it in XX Garden. Although a few owners hold different opinions, they all accept this fact through communication. It has been running well so far, not to increase the company's income, but to standardize the scope of property management services. Confirmed the respective responsibilities of the owners and property management.
Six, the community was established for eight years, and the underground pipe network is small and easy to block. The management office has been operating in accordance with the operating procedures formulated years ago, which lasted for one year. There is no problem now, and the pipe network is unblocked, which gives the owners of the community a comfortable and hygienic living environment and has won unanimous praise from the company and the owners.
7. Because of the experience of successfully distributing mangoes in XX years, we have managed and shared mangoes in XX years, so that community owners can once again enjoy their own festival-Mango Festival. Seeing that the owners of the community are sharing the mango feast, we deeply feel that only with sincere efforts can we reap a satisfied smile. The unique skill of the art of property management is to see how we summarize it.
Eight, the building roof disrepair, exposing security risks. The staff of the management office climbed up every corridor with heavy welding machines. After a week of hard work, it finally came to a successful conclusion. The damage of the east and west doors of the community, coupled with the unreasonable design at the beginning, made the owners of the community suffer from the scorching sun and rain. The management office is determined to improve the weak links, invest a lot of manpower and material resources and carry out transformation, so that the previous customs clearance has become the present home, which also reflects the essence of our property management company's service.
Nine, the access control system of residential unit building is a cornerstone between the owner and the management office, which has not been effectively solved for many years. The management office communicated with the owners repeatedly, which was recognized by most owners, and agreed that the management office would take the lead in contacting and discussing the access control reform scheme. So far, the project has successfully completed the renovation of two buildings, and it runs well after being put into use. The management office paid a return visit to the owner of the installation, and the answer was: "My children went downstairs at 9 pm and pressed their walkie-talkies. Let's listen to the music from the walkie-talkies at home, which made us laugh."
The annual work summary shows that a residential property is influenced by the social environment. The XX Garden Management Office has reduced its staff from 16 to 13. This is a challenge for us. The previous achievements are there, and the service quality cannot be reduced under the pretext of downsizing, so that it will not be recognized by the owners. Thanks to our joint efforts, * * *. Maintain the original cleanliness and hygiene standards; The public security situation is better than last year. * * * There were 2 public security incidents, which were put on file 1. Because there is no investment in greening, it can only remain the same. The owner's complaint rate is obviously reduced, and the work of the management office is slightly leisure.
Throughout this year, although our work has made small gains, there are still many shortcomings. I hope that under the correct guidance and supervision of the company's leaders, it will develop in a correct and stable direction and let our service quality reach a new level.
In the past 2 1 year, with the care and help of the organizations and leaders at all levels of the real estate office and the understanding and support of all the brother units, the management team and all the staff of the property management office of XX Community have made unremitting efforts to achieve the goals set at the beginning of the year. XX residential property management office's work in XX years is summarized as follows:
I. Operation and management
1. Improve various rules and regulations and establish internal management mechanism. The management team of the management office has always regarded improving the level of property services, expanding the scope of services, gradually moving from internal services to external services, and striving for benefits from the market as the only way for future sustainable development. To achieve this goal, quality service is the fundamental foundation. To this end, based on the principle of seeking truth from facts, we have established a series of rules and regulations to meet the needs of market economy development and company development, and strengthened inspection and implementation, so that all work can be carried out steadily in a planned, orderly, well-founded and purposeful manner; At the same time, adhere to the principle of "people-oriented, honest service", improve service attitude, improve service quality, "think about what the owners think and worry about what the owners are anxious about", and all kinds of service personnel earnestly perform their duties, be conscientious, warm and polite, be fair and honest, deal with the owners' repair reports and complaints in time, and safeguard the legitimate rights and interests of the owners. In view of the special situation of business households in subsidence areas, a series of service measures have been formulated, and residents are charged according to the minimum property fee standard of 0.2 yuan/m2/month, and the income and expenditure of property service fees are made public. For the maintenance work that does not belong to the scope of property management, if the construction unit is not in place, the management office will also give free maintenance in time and open a property maintenance telephone. The management office provides services for the owners in strict accordance with the contents of the property service contract, standardizes the property service charges, provides services with consistent quality and price, puts an end to the phenomenon of "irregular charges, non-performance and inadequate services", and improves the integrity of the industry.
Second, the collection of property management fees.
The management office is United and pragmatic, and the service awareness has been significantly improved. Only by continuously improving the service quality can the property company meet the needs of merchants and owners in a limited way, increase the property income steadily and establish a good corporate image. Through the sweat of all the staff in the management office, the work of XX community in the first half of the year was solid and fruitful. In XX, * * * charged a property management fee of more than 260,000 yuan, of which the property management rate of Changxin Community Phase II exceeded 70%, and the property management rate of outlets also exceeded 50%. Property management personnel go deep into every household, listen carefully to the opinions and suggestions of residents, and actively adopt and improve them.
Third, the specific maintenance work
In the basic construction and maintenance of the residential area, the maintenance class of the management office actively responded to the instructions of the management office leaders and the company, worked hard to complete various tasks, and took the temporary problems seriously. In the following year, the repair calls of the management office continued every day. However, the comrades in the maintenance class always have a fiery heart. They have not stopped working because of their vacation, nor have they delayed their work progress because of the hot weather. No matter whether you go to work or get off work, day or night, everyone rushes to the scene as quickly as possible and finishes it seriously. At work, no matter how dirty and tired they are and how late they work, they have no complaints. Over the past year, the maintenance class has handled more than 2,000 kinds of maintenance, ensuring a comfortable and safe living environment for residents in the community.
XX was a year of rapid development and fruitful results for the company. Both the operating efficiency and corporate brand have been fully recognized by the society, market and business households, and the company leaders have been highly praised by the society for their outstanding contributions. As employees of Yuanfeng Property, we are deeply proud and confident. Of course, we also have pressure, that is, the requirements of the company's rapid development for the management office and the quality requirements of the company's brand for the property management service brand.
New goals, new tasks and new challenges. Faced with opportunities and challenges, we have reason to believe that with the support, care and help of the company, the future of XX Property Management Office in XX Community will be even better through the sincere efforts of all employees, the concerted efforts of Qi Xin and pioneering spirit. With the development of the company, XX Property Management Company and all its employees will get greater development, realize the value of the company and employees, and realize the sustainable development of the company's economy and employees' careers.
This year is a year of reform and rapid development for the Head Office. Over the past year, according to the working goal of "quality, reform and development" put forward by the head office at the beginning of the year, and under the care of the leaders of the head office, all the staff have worked hard, strived for progress and kept innovating, which has further improved the management and service quality of the property management center and achieved certain results. The work in 2008 is summarized as follows:
First, brand building.
The property management center always regards improving the quality of property management services as the first choice for its operation, and adheres to the purpose of "dedication to the school, honest service, strong guarantee and pursuit of Excellence" of the head office. At the beginning of this year, the center began to build the brand effect of "first time, first service" of the property management center, and improved the operational efficiency and competitiveness of the property management center.
(A) the implementation of ISO quality management system
The property management center has always implemented the ISO9000 quality management system, fulfilled the requirements of the "Quality Year" of the head office, insisted on monthly 1-2 property quality cross-inspection, notified and implemented the improvement work, and formulated and implemented the "Quality Service Plan" and "Ping An Red May Service Plan". In addition, according to the requirements of ISO quality management, the management system documents were partially revised.
(B) the formation of customer satisfaction as the center of the quality system
"Service-oriented, customer first", in this year's work, the property management center focused on strengthening communication with owners and users, mainly doing the following work:
1. Actively contact the office units of the teaching building and office building, do a good job in temporary surprise tasks such as daily property management, and ensure the normal teaching and office order of the building and office building. For example, assist the Academic Affairs Office to do a good job in students' exams and the CET-4 and CET-6, cooperate with the SASAC and graduate department to handle 1000 sets of desks and chairs in the classrooms on the fifth and sixth floors of Mingde Building, and cooperate with the school functional departments to hold the Mao Yisheng Fund Awards Conference, orient the venue, and arrange the red song venue and the surrounding environment.
2. In case of emergency, post warm tips in time, and stick to posting blackboard newspapers and blackboard newspapers in time in the family area; For example, New Year's Day, Spring Festival, Labor Day, 60th anniversary, the blackboard newspaper against H1N1.
3. Hold "165438+ 10/8 Property Customer Service Contact Reception Day" and issue "Jiaotong University Property Safety Quality Service Card" to solicit opinions and suggestions from owners in their families' areas on property services; Post the service contact number, so that everyone can contact the property management center to deal with related matters as soon as possible, and strive to satisfy the teachers, students and employees of the whole school.
Second, the internal daily management work
(A) the quality of personnel
In order to improve the operation efficiency and core competitiveness of the property management center, at the beginning of this year, the property management center formulated a series of training plans, actively carried out various knowledge trainings, and strived to improve the comprehensive quality and service quality of employees. Training is divided into two categories, one is the training of ordinary employees, and the other is the training of management cadres. Staff training includes: training employees in quality, etiquette, skills and quality requirements by using weekly morning meetings of various departments, and the training contents mainly include corporate culture training and professional and technical training; The training of management cadres mainly focuses on the new version of "Regulations on Property Management in XX City" and the new version of "GB/T 1900 1-2008" quality management standards. Through training, the comprehensive quality of employees has been improved, their working attitude has been improved, their spirit of unity and cooperation has been stimulated, and the service quality has been greatly improved.
(2) Safety
In 20XX, under the correct leadership of the head office, all members of the security department insisted on serving the normal teaching and scientific research order of the school and the safety of the lives and property of teachers and students, strengthened the comprehensive management of the school park, made full use of various publicity and education means, existing property management regulations, internal security regulations of the head office, property law and other favorable conditions for public security, and fully safeguarded the safety of people, cars and things on campus.
1, according to the idea of "safety, quality and development" put forward by the head office, combined with the specific work of the security office as the actual focus, strengthen the management of people, vehicles and things in the campus.
2. Establish the past post management system, register visitors and articles, and implement the "one car, one pole, one license" release system for vehicles.
3. Strengthen the patrol scope of the whole region. During the day, the team members conduct cross patrols and monitor each area from time to time. Patrol in different hours at night, affected by seasonal changes. Team members patrol in batches to prevent problems before they happen.
4. Strengthen the safety inspection of all fire control facilities and equipment on campus. To achieve a high sense of responsibility of "prevention first, combining prevention with elimination, hidden dangers are more dangerous than open flames, and responsibilities are more important than Mount Tai".
(3) Cleanliness and environmental sanitation
1, always in accordance with the requirements of ISO quality management system, adhere to the "Monthly Report on Cleaning Quality Inspection" to strictly assess each responsible area item by item, and basically complete the tasks assigned by the head office.
2. Strictly implement the cleaning procedures, and clean the teaching building, office building, bathroom and corridor around the clock. ; Clean dustbins, handrails, doors, etc. All-weather, and clean up the garbage in time to create a clean and comfortable living and office environment for teachers and students.
3. Prune the main roads in the family area and the trees that affect the residents behind the building in the family area, and the cleaning staff shall be responsible for the weeds in the green space in the form of the responsibility area.
(4) Maintenance
1. In the management of public facilities and equipment, a complete maintenance plan and emergency plan are formulated, and various facilities are regularly maintained and inspected in time, so that daily inspections are registered and minor repairs are recorded. When problems are found, repair and handle them in time, and do a good job in the maintenance of elevators and fire fighting equipment.
2. With the help of the holiday and maintenance department, the floor tiles of about 1 1,000 square meters that burst on each floor of the second teaching building were repaired and replaced.
3. The roofs of some family buildings are leaking, the water pipes are rusty, and many families have problems with water and electricity, so the maintenance task is heavy and difficult. The property management center actively coordinates with residents, and cooperates with the energy center and the engineering team, so that the energy center and the engineering team can smoothly carry out water, electricity and civil maintenance work in the family area.
4. In order to save money, some facilities and equipment with low damage are maintained by themselves, such as more than 200 sets of tables and chairs and more than 0/00 doors and windows in the first and fourth teaching buildings.
(5) Greening
1, responsible for the greening and daily management of more than 200,000 square meters in the hospital, as well as providing various plants and flowers for offices and meetings of various departments in the hospital.
2. Assist the engineering company and the Ministry of Infrastructure to complete the plant transplantation work in swimming pool, Qinghonglou, head office and Daping campus. * * * The motorcade transplanted more than 600 trees, shrubs 1 1,000 plants, ground cover of 500 square meters and newly planted lawn 1 1,500 square meters.
3. At the opening of the New Year and National Day, we will welcome meetings of all sizes, such as the Deputy Director of the National People's Congress and the Vice Minister of Communications, and arrange more than 50,000 pots of grass flowers.
4. Breeding plants: cold sprayed seedlings 10000 plants; Chrysanthemum 2000 pots; 3000 pots of grass flowers in spring; Cutting seedlings (including moth, Ligustrum lucidum, Acer truncatum, hibiscus, lilac, etc.). ) are tens of thousands of seedlings.
In the school's activity of "advocating ecological civilization and building a green campus" and students' voluntary tree planting activities, * * * planted hundreds of plants together.
6. In the greening leasing business, the flower leasing volume of two outward expansion businesses (Nanping and Ying Ji Institute) increased by more than 65,438+000 pots.
(6) Other aspects.
1, actively cooperated with various meetings of the school and various meeting services of secondary units, and completed important meeting services such as inspection by Vice Minister of Communications 178 times and more than 500 ordinary meetings throughout the year.
2. Do a good job in sending and receiving emails and subscribing newspapers and periodicals on campus. 25,828 pieces of mail were sent and received throughout the year.
3, pays special attention to the fire prevention work and the handling of potential safety hazards. Since the beginning of this year, more than 30 people have been organized/kloc-0 to dispose of all kinds of sundries in the corridors of 28 family buildings in the family area to eliminate potential safety hazards and keep the fire exits open.
4. Take the initiative to contact the residents in the family area, replace the air-conditioning tripod with potential safety hazards, derust the rusty tripod, brush the antirust paint, and do a good job in the safety prevention of teachers, students and employees in the family area.
5. Intensified efforts to rectify the order of the farmers' market and the "dirty, chaotic and poor" governance, and the market order and environmental sanitation have taken on a new look. Clean up the sundries on the ceiling of the market outlets twice a week, add fire extinguishers for every household in the market, rectify the over-selling operation, and put all the rickshaws entering and leaving the market in a unified place to make the motor vehicles park in an orderly manner.
6. Do a good job in the "four pests" work in the family area and the farmer's market, arrange the weekly pesticide prevention and control work, and put rodenticide on a regular basis; Deal with the hornet's nest in the family area and campus in time to ensure the personal safety of teachers and students.
7. Do a good job in energy conservation. In addition to regularly promoting energy-saving knowledge to employees and raising their awareness of energy-saving, some small slogans promoting energy-saving knowledge have been compiled and posted in various teaching buildings and administrative buildings.
8. Do a good job in the relocation of the head office to the bottom of the brothel, timely deploy personnel to clean up the brothel office and corridor, and package, carry and install office supplies and electrical equipment.
Three. Important work completed this year
(1) Do a good job in the prevention and control of virus A (H 1N 1). Under the leadership of the school and the head office, be fully responsible for the cleaning and hygiene work, the deslagging of domestic garbage and medical garbage, the laying and daily replacement of new mattresses, the daily disinfection of isolated areas, and the food delivery of isolated personnel during the H1N1 flu.
(2) Carry out the policy of catering led by the head office, in addition to the property management of the ecological canteen, actively cooperate with the catering company to do all the work of the xx Food Festival, and cooperate with the catering company to rectify the toilets, doors and windows and the surrounding environment of Zhiyuan No.3 canteen. While expanding outward, the catering center also assists the catering center to do all kinds of backup work, such as sending personnel to Pengshui, Hechuan, Science and Technology Museum, Nankai Middle School and other places for cleaning, maintenance and management.
Four. Existing problems and lessons learned
Although we have made some achievements in the work of 20XX, we are deeply aware of our shortcomings, and there are still many places that need to be improved and strengthened:
First, the overall quality and service awareness of managers need to be further improved. In this year's work, due to the lack of management services, some office items in Mingde Building and Teaching Building 2 were lost, which had a bad influence and the actual handling ability needs to be improved.
Second, communication and understanding with the owners are not enough;
Third, the quality of maintenance services, security services and cleaning services needs to be strengthened and improved;
Fourth, the property management center is unprofessional and the management mode is too single.
In view of the above problems, we will learn from experience and lessons, strive to improve employees' business skills and management level, and carry out colorful communication activities with owners to do our work better.
In the new year, we will speed up the pace, constantly improve our own property management level, constantly improve various management work, keep our feet on the ground on the road ahead, make persistent efforts, forge ahead and contribute to the development of the head office.