# Work Summary # Introduction Through summary, people can turn scattered and superficial perceptual knowledge into systematic and profound rational knowledge, and thus draw scientific conclusions, so as to correct shortcomings, learn lessons, and make future work less detours and more achievements. The following are three summaries of property management in residential quarters prepared by KaoNet for your reference.
Chapter 1
XX is an era of high-speed economic growth and financial crisis, and it is also an extraordinary year for XX Garden. From the pipe blocking incident in the New Year and the complaints of the owners to the improvement of weak links in the management office, it won the praise of 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 29, Building 13 of XX Garden Community was flooded with sewage during the New Year, and the sewage extended to the shops on the first floor, which caused great losses to the owners and businesses. The staff of the management office were as busy as a bee, and the owners were full of complaints. With the support of the company and the concerted efforts of the management office staff, 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.
second, the change of market environment has led to the shortage of order maintainers in our management office, which has brought challenges to the public security prevention in the community. Due to the shortage of personnel, the locks of two households have been pried, although nothing valuable has been lost, but it shows the importance of personnel stability. The management office reported to the company, and after making corresponding adjustments to the salary and personnel, the above problems have not occurred in the community so far, ensuring the stability of public security in the community.
Third, XXX Western Restaurant occupied the fire escape in the community 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 fire escape occupied for a long time, and also improved the understanding of fire control. This move has been well received by the owners, eliminating potential safety hazards.
fourth, there is a shortage of personnel, so we can't choose the best candidates when recruiting. Some employees are selfish and not too hard-working, which has brought some negative effects on the company's reputation. Although it can be understood through communication between the management office and the owner, it is undeniable that this kind of behavior should be stillborn and cannot be linked. Otherwise it will bring a devastating blow to the company. Therefore, 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 held different opinions, after communication, they all accepted this fact gladly. So far, it has been running well, not to increase the company's income, but to standardize the scope of property management services. Confirmed the respective responsibilities of the owner and the property management.
6. The residential area has been established for 8 years, and the underground pipe network is small and easy to be blocked. The management office followed the operation process formulated years ago and lasted for one year. Now there is no problem, the pipe network is smooth, and it also gives the owners of the residential area a comfortable and hygienic living environment, which has been well received by the company and the owners.
VII. With the experience of successfully distributing mangoes in XX years, we have done a good job in the management and sharing of mangoes in XX years, so that the owners of the community 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 by sincere efforts can we reap a satisfied smile. The unique skill of the art of property management is to see how we outline it.
VIII. The roof of the building has been in disrepair for a long time, which has exposed potential safety hazards. The staff of the management office climbed every corridor with heavy welding machines. After a week of hard work, it finally came to a satisfactory end. The damage of the east and west doors of the residential area and the unreasonable design at the beginning have made the owners of the residential area suffer from the scorching sun and rain. The management office is determined to improve its weak links, invest a lot of manpower and material resources, and carry out reconstruction, so that the previous customs clearance has become the present home, which also shows the essence of our property management company's service.
9. The access control system of residential unit building is a footstone between the owner and the management office, which has not been effectively solved for many years. The management office communicated with the owner repeatedly, which was recognized by most owners, and agreed that the management office would take the lead in contacting and discuss the access control renovation plan. So far, this project has successfully completed the transformation of two buildings, and it runs well after being put into use. The management office paid a return visit to the installed owners, and the answer was: "My children went downstairs to press their own walkie-talkies at 9 pm, so that we could listen to the music from the intercom at home, which made us laugh."
annual work summary, a residential property, was influenced by the social environment. In XX, the XX Garden Management Office downsized its staff from the previous 16 to the present 13, which is a challenge for us. The previous achievements were there, and the service quality could not be reduced under the pretext of downsizing staff, so it could not be recognized by the owners. After everyone's concerted efforts, the answer was given with practical actions. Maintain the original standard of cleanliness and hygiene; The public security situation is better than last year. There were two public security incidents in * * * and one case was filed. Because there is no investment in greening, it can only remain the same. The complaint rate of the owners is obviously reduced, and the work of the management office is slightly leisure.
Throughout this year, although our work has made little gains, there are still many shortcomings. I hope that under the correct guidance of the company and the supervision of leaders, we will develop in the right and stable direction and make our service quality reach a new level. Chapter 2
Over the past 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 brothers, 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. The work of the property management office of XX residential quarter in XX years is summarized as follows:
1. Operation and management
1. Improve various rules and regulations and establish internal management mechanism. The management team of the management office always regards improving the property service level, expanding the service scope, gradually moving from internal service to external service, and striving for benefits from the market as the only way for sustainable development in the future. To achieve this goal, quality service is the fundamental foundation. For this reason, we have established a series of rules and regulations to meet the needs of market economy development and company development based on the principle of seeking truth from facts, and strengthened inspection and implementation, so that all work can be carried out steadily in a planned, methodical, 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 what the owner thinks and be anxious about what the owner needs", and all kinds of service personnel earnestly perform their duties, be conscientious, enthusiastic, polite, fair and honest, deal with the owner's repairs and complaints in time, and safeguard the legitimate rights and interests of the owner. In view of the special situation of the business households in the subsidence area, a series of service measures have been formulated, and residents are charged according to the minimum property fee standard of .2 yuan/㎡/month, and the income and expenditure of property service fees are made public. For the maintenance work that is not within the scope of property management, if the construction unit fails to maintain it in place, the management office will also give timely repairs free of charge, and the telephone number for property repair will be made public. The management office provides services to 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, eliminates the phenomenon of "irregular charges, non-fulfillment, and inadequate services", and improves the integrity of the industry.
II. 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 to a limited extent, and can it steadily increase property income and establish a good corporate image. Through the sweat of all the staff in the management office, the work in the first half of XX Community was solid and fruitful. In XX, * * * collected more than 26, yuan of property management fees, of which the property management fee rate of the second phase of Changxin Community exceeded 7%, and the property management fee rate of outlets also exceeded 5%. Property management personnel went deep into every household, listened carefully to the opinions and suggestions of residents, and actively adopted and improved them.
III. Specific maintenance work
In terms of the basic construction and maintenance of the residential area, the maintenance class of the management office actively responded to the guidelines of the management office leaders and the company, worked hard to complete each task, and took the temporary problems seriously. In the coming year, the telephone calls for repair in the management office continued one after another every day. However, the comrades in the maintenance class always had a fiery heart, and they didn't stop their work because of vacation, nor did they delay the work process because of the hot weather. Everyone rushed to the scene as soon as possible and finished it seriously, regardless of whether they went to work or left work, day or night. 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, items of various 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. No matter its operating efficiency or corporate brand, it was fully recognized by the society, market and business households, and the company leaders were highly praised by the society for their outstanding contributions. As employees of Yuanfeng Property, we are deeply proud and confident. Of course, we are also under pressure, that is, the requirements of the rapid development of the company for the management office and the quality requirements of the company 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, through the sincere efforts of all employees, concerted efforts and pioneering spirit, the XX property management office in XX community will have a bright future in the future. While following the development of the company, XX property management company and all employees of the company will get greater development, realize the value of the company and employees, and realize the sustainable development of the company's economy and employees' career. Chapter 3
This year is a year in which the head office seeks reform, and it is also a year in which the head office develops rapidly. Over the past year, the property management center, in accordance with the work objectives 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 as one, worked hard and made continuous innovations, further improving the management and service quality of the property management center, and achieved certain results. The work in 26 is summarized as follows:
1. Brand building
The property management center has always been improving property management. 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 improve the operation efficiency and competitiveness of the property management center.
(I) Implementing the ISO quality management system
The property management center has always implemented the ISO9 quality management system, carried out the requirements of the "Quality Year" of the head office, insisted on cross-checking the property quality once or twice a month, 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 have been partially revised.
(2) form a quality system centered on customer satisfaction
"service-oriented, customer first". In this year's work, the property management center focused on strengthening communication with owners and users, and mainly did the following work:
1. Actively contact with office units in teaching buildings and office buildings, do a good job in daily property management and other temporary surprise tasks, and ensure the normal teaching of buildings and office buildings. For example, assist the Academic Affairs Office to do a good job in students' examinations and the national English CET-4 and CET-6, cooperate with the State-owned Assets Supervision and Administration Office and graduate department in the handling of 1, 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, welcome the new venue, arrange the red song venue and arrange the surrounding environment.
2. In case of urgent and important situations, post warm tips in time, and stick to posting blackboard newspapers and blackboard newspapers in the family area in time; Such as New Year's Day, Spring Festival, Labor Day, 6th anniversary of anniversary, and the blackboard newspaper against A-stream.
3. Hold the "November 18th Reception Day for Property Customer Service Contact of Logistics Corporation" and issue the "Jiaotong University Property Safety Quality Service Card" to solicit opinions and suggestions from the owners of family areas on property services; Post the service contact number, so that everyone can contact the property management center at the first time to deal with related matters, and strive to make the teachers, students and employees of the whole school satisfied and assured.
II. Internal daily management
(1) Personnel quality
In order to improve the operational 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 the weekly morning meeting of various departments, and the training contents mainly include corporate culture training and professional and technical training; The training of management cadres is mainly focused on the new version of "Regulations on Property Management in XX City" and the new version of "GB/T 191-28" quality management standards. Through training, the comprehensive quality of employees is improved, their working attitude is improved, their unity and cooperation are stimulated, and the service quality is greatly improved.
(II) Security
In 2xx, 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 life and property of the teachers, students and employees, strengthened the comprehensive management of the school park, and made use of various publicity and education means, existing property management regulations, internal security regulations of the head office and property law. Give full play to the advantages of "civil air defense, technical defense and mass defense" of security guards, and fully safeguard the safety of people, vehicles and materials in the campus. The specific work is as follows:
1. Take the idea of "safety, quality and development" put forward by the head office as the starting point, and combine the specific work of the security department as the actual focus, strengthen the management of people, vehicles and materials in the campus.
2. Establish the management system of the past posts, register visitors and articles, and implement the release system of "one car, one pole and one license" for vehicles.
3. Strengthen the patrol scope of the whole area. During the day, the team members will cross patrol and set up posts and monitor each area from time to time. Patrol in different time periods at night, subject to seasonal changes. Team members patrol in batches to prevent problems before they happen.
4. Strengthen the safety inspection of all fire-fighting facilities and equipment in the campus. To achieve a high sense of responsibility of "prevention first, combining prevention with elimination, hidden dangers are more dangerous than open flames, and responsibility is more important than Mount Tai".
(III) Cleaning and environmental sanitation
1. Always follow the requirements of ISO quality management system, adhere to the strict assessment of each responsibility area item by item in the Monthly Report of Cleaning Quality Inspection, and basically complete the tasks assigned by the head office.
2. Strictly carry out cleaning.