Property quality improvement plan

Part 1: Property Quality Improvement Program

First, the positioning and intervention points of service standards.

1. Stand on the frontier and set realistic high standards.

Only a high starting point, high standards, and the positioning of service standards can naturally reach a new level. The so-called frontier is the forward-looking development and construction, the accuracy of market forecasting, and the problem of reality in the perspective of development. The positioning of service standards is related to a comprehensive business philosophy. The starting point is high, the standard is high, and the orientation of service standards is definitely high. If you have 100 yuan worth of 200 yuan, 300 yuan, it certainly does not meet the logic of value efficiency. The key is how to convert 100 yuan into the value of 200 yuan, 300 yuan. The first is practical. It has plasticity and operability. For example, the appointment of employees, your door is high, those who are talented and ethical, and who are talented and ethically must not cross. Therefore, the standards you set are high, and the hardware and software have followed a further leap, and the service standards have been further improved.

2, refactoring service specification

Service standards have been positioned. The corresponding service specifications must also be matched, high-standard services, and high-standard employees must be high-standard service specifications. Norms are not tough systems. It is not the shackles of painting the ground. Norms are the agreement between standards and quasi-industries. With the normative plan, there is support.

3 research project characteristics

The positioning of service standards and the reconfiguration of service specifications must conform to the characteristics of the project. The architectural style conforms to the development trend of the social and cultural connotation of the customer's needs. There are channels and methods for solving the remaining problems. The coordination of the employee's architectural model, the status of the software and hardware, and so on.

4, plan to stand in the future to see now

The plan does not keep up with changes, so the forward-looking nature of the project is very important. Looking at the problems of reality in the future, it is far-reaching and not empty. The goal has been oriented to all problems and there is an entry point.

5 focus on control and results

No matter how good you are, you can only do it with an empty talk. What is the result of the implementation, and must be supervised and controlled. The quality of a company is ultimately attributed to economic benefits and social value benefits.

Profit earning is not 1+1=? Simple question formula. To be bigger and stronger, we must have long-term ideas and mechanisms. Break the inherent behavioral habits, think ways, and creatively play their own business space.

Second, the property organization structure model

1. Architecture pyramid service new concept of trapezoidal structure

The pyramid tower is placed there, and the entire engineering department structure is considered to be a service system. The manager of the service is responsible for the service foreman, the foreman serves the employees, and the employees serve the customers. The level-by-level responsibility system is managed step by step. The first-level management level and each level have the right to play. The grassroots employees must be placed in the top position throughout the organizational structure. They are the pyramid spires. This is conducive to motivating employees to pursue progress, self-improvement and improvement. It is conducive to cultivating talents and discovering talents. The focus in property management is that benefits are the result. The service ladder structure is the transformation, specification, responsibility, control and implementation of the service perspective throughout the service chain.

2. The perfection of the system and the regulation of the employment mechanism

The norm of the employment mechanism and the improvement of the system come from new thinking and new ideas. Property management is a service-oriented work that reflects the service. The property company takes the operation as the means, and provides the customers with high-quality services as its tenet. The comprehensive and unified economic and social benefits are the company's business objectives. Norms are the needs of enterprise development, and institutions are behavioral procedures. What kind of employees are absorbed and what kind of organizational form is structured. Whether the overall quality of existing employees can adapt to the new trend of serving customers. The recruitment of the foreman or supervisor is hired or promoted from the grassroots staff. What are their respective responsibilities? What are the conditions and preconditions for each of them? Therefore, it is necessary to further improve the system and standardize the employment mechanism.

3. Reconstruction of employee promotion and incentive mechanism

The prize is eliminated from the final system. Excellent employees should give more encouragement and care. For example: training opportunities, job adjustment opportunities, bonuses, honor certificates. The salary grade is increased by one file. Grasp the typical, effectively stimulate the cohesiveness of teamwork.

4. Principles and responsibilities

It is necessary to implement the best service standards, behavioral norms, and operational norms. Adhere to the principle of implementation and condense responsibility. Form a long-term mechanism for a department. The existing personnel structure quality and technical skills of the Engineering Department have problems and responsibilities in many places. When you stick to the principle, you don't insist, and you don't have a sense of responsibility in doing things.

5, salary and service standards, technical skills, quality training

Salary and service standards, technical skills, and quality training should be directly proportional. The salary has been raised and the employees who have been hired have been guaranteed. Service level, technical skills, and quality cultivation have naturally taken a step. The current situation of the engineering department is one-size-fits-all, and the salary is not graded. Employees with high service levels, technical skills, and high quality of training are not getting a fair salary. Their work passion, principles, and responsibilities will follow the trend, and the relatively poor employees will be worse. Therefore, the promotion of employees and the setting of salary quotas are imperative.

Third, the pre-intervention of the property

1. Participate in planning and pay attention to forward-looking, scientific and practical.

The earlier the property company's early involvement in the property, the more it will promote the management level in the future. Participation in planning emphasizes forward-looking, scientific, and practical, and enables property management companies to increase efficiency and increase value. It can make the customer's investment have a corresponding return in the future. Forward-looking, scientific, and practical to examine the building structure from the perspective of property management use. The rationality of arranging green essays in the distribution of equipment and facilities. Make recommendations and rectify the plan. Follow up on the implementation to avoid mistakes in the future takeover. Improve the quality of the property. If the project has been completed and the equipment has been installed, the problem can not be changed. Therefore, early intervention in the construction phase is absolutely necessary. Conduct supervision and inspection of process control and acceptance control on the structure, waterproof layer, concealed works, steel pipes and pipeline materials of the property, such as durability, corrosion resistance and pressing stress. Our current situation is that all the archival materials are not perfect. For example, the integrated wiring diagram of the park: the direction of pipelines such as water supply and drainage, rainwater, strong and weak electricity systems, important gate valves and important positions of inspection ports. Distribution of hydropower pipelines for greening and small landscapes. The supplier's contact information for some equipment facilities, product design specifications, operating procedures, warranty period and agreed written agreement. Completion acceptance and takeover acceptance are acceptances of two different concepts. Completion acceptance is a government act and takeover acceptance is a corporate act. Property takeover is a transfer of responsibility. Therefore, takeover acceptance can be said to be a major responsibility.

2. The new concept of providing management services for customers to collect and stay in all directions

When the property is involved, the problem of each unit should be summarized and archived. The comments made by the customer when collecting the building should also be recorded in detail. This forms a housing case for a specific unit. There is a reference improvement value for future decoration management and maintenance operations. The second installment is that the customer knows the image window of the property company, and the character of the second employee is directly affected by the company's overall image. It is considered that the second-in-command is the concept of inspection and supervision. The fact that they are familiar with the situation is a strong guarantee for the entire operation management. Customer needs are multifaceted. There are many places that are unpredictable. Therefore, we must require our employees to have a wide range of knowledge, service levels, and technical skills to meet the needs of customers and meet the needs of customers. We will broaden our talents in all directions and cater to customers' spending and convenience. The customer receives one-stop, all-round service for repossession, decoration and occupancy. Satisfy customers, strengthen themselves, share resources, and achieve mutual benefit.

Fourth, the combination of software and hardware

1. The hardware is the platform, and the software is the "soul."

The hardware facilities in the park are outdated and it is difficult to adapt to the consumer needs of customers. On the existing platform, what can we do, can we make up for the shortage of hardware facilities from software? Strengthen service, optimize combination of employee structure, system improvement, and standard operation. The software is the "soul", the soul has spirituality, and with the operability, the hardware can exert his potential.

2. Improve hardware facilities and improve software support

How to improve existing hardware facilities through technology improvements. Where is the entry point and how to improve. Now the maintenance funds can't move, how can the cost be solved? For example: the smart access control system and monitoring system of the park. Fire linkage system, sewage lift pump monitoring system, cable TV network system. Problems with the provision of office environment facilities. All of these issues need to be addressed step by step. If the hardware is upgraded, our software needs to be improved. No good software support, no matter how good the hardware facilities can not play its due role.

3, find the junction of hardware and software

Hardware and software complement each other, how to operate it to achieve the best state, where is the junction? Both hardware and software can be modified and improved. If you want to solve it, you can have a solution. The problem lies in the solution time. The approval of the superiors is affirmative.

V. Operation mode of equipment and facilities

1. Reconstruct the operation of equipment and facilities from the perspective of energy conservation and consumption reduction and service standards

All business activities, policies and regulations are ultimately to increase efficiency and value. Energy saving without reducing consumption still does not increase efficiency. Energy-saving control has indicators, maintenance control has plans, and a reasonable ratio is inferred from past objective conditions. Energy conservation is multi-faceted, streamlining some really poor employees, improving the comprehensive skills of training staff, promoting new energy-saving products, and selecting professional skills companies. Strengthen service awareness, improve service standards, prevent material backlog and waste reconstruction equipment maintenance operation mode, as long as it can be profitable and value-added, no matter what method is adopted, it should be feasible.

2, the quality of the transformation does not pile up.

Employees are not good at it. Select employees to carry out training and work, carefully assess and eliminate the phenomenon of public and private. If it does not meet the requirements, it will not be accepted. Only by insisting on the principle. Absorb excellent human resources. Organizations can be reasonable. The existing organizational structure of the engineering department is largely accumulated. The configuration may be proportionate, but it did not play its due role.

3. Learn to use your strength to grow your own

"Strength" strength, quality, professionalism. Leverage is to hire some professional high-quality company maintenance management equipment through some legal business models. While participating in management, it also enhances the technical skills of its employees. This is the power of the example. However, the cost of hiring should be reasonable. The principle of premise is win-win and mutual benefit, in line with property management regulations.

Sixth, maintenance operation management

1. Reinventing the "example" forging team spirit.

The improvement of the company's comprehensive quality also needs employees to reflect, the level of staff ability directly affects the company's overall ability and teamwork. Establishing a "model" to set a goal for the improvement of employees' ability, so that employees constantly spur themselves, and improve the company's service standards while improving their technical skills and quality. Let each employee hold a common purpose - the company's interests, supreme, and realize its own value while the company is developing.

2. Establish a training program

The management of maintenance operations is an important responsibility of the engineering department, how to ensure that their responsibilities are effectively implemented. A complete and practicable system, norms and plans must be established. Planning is a means, norms are controls, and institutions are conventions. There are plans to follow the rules, and everything can be justified. Identify the ubiquitous links, study the breakthrough access points, and then target the correct training topics and sequences. Training settings should be a long-term commitment. No progress without learning. The current problem in the engineering department is the lack of planning. Annual plan, monthly plan, and daily plan. The company checked in a hurry to cope with the guns.

3. Benefits, efficiency, values

Where does the benefit come from, from efficiency, from values. Efficiency is not the length of time you have to deal with problems. It's the time when you deal with the problem. For example, for the maintenance of customers to clear the water, you did use a very short time to achieve the effect and purpose of the pass, however, after a day or a week the same problem came out. Repeated repairs have triggered customer resentment and repeated human and material resources. This is waste. How can efficiency be talked about? The value of an employee depends on his overall responsibility for dealing with issues, service awareness, and technical skills. Excellent employee repair rate is low. Customer satisfaction is high. Relatively speaking, his salary is high and the company receives more returns. Efficiency is a visible benefit, and value is a more normative guide to performance. Quality and professionalism are the key to maintenance operations. If our employees are high-quality, professional and technical experts. What kind of reaction will our customers face? Isn't this an benefit? Is it not a means of increasing efficiency by entrusting some high-tech equipment and facilities to professional companies? Get more benefits while risk transfer.


Part 2: Property Quality Improvement Program

1. Deepen the comprehensive reproduction and promotion of “model rooms” and realize the area without management blind spots.

1.1 Organize the service center management team. From the roof of the building, check the fire exit from the roof to the basement. From the park, garage, machine room, underground space, office area, staff quarters, etc., go to every corner and dig into the management. In the shortcomings, the management blind spot was discovered in time.

1.2 In the on-site inspection, the special person will take photos of the on-site problems, and the service center management team will work on the site to clearly implement the problems to the department and clarify the specific completion time nodes.

1.3 The information operation department unified the problem existing on the site to form the “Special Worksheet for Service Quality Improvement”, and unified the special work task list in the company APH; the daily personnel tracked the progress of the rectification and sales.

1.4 The general manager or deputy general manager of the service center will personally lead and coordinate the implementation of various rectifications. Track every day, summarize every Monday, and review every month.

2. Advocate all staff in the park to “make a cigarette butt”.

2.1 The implementation of "everyone is a cleaning staff, everyone is an order maintainer, everyone is an administrator", love my homeland action from my 100-day evaluation activities.

2.2 Emphasize that all property service personnel lead by example and lead the way with action; to achieve the environment of the park is to clear the people, people go out of the light, start from me, "be a person who has a cigarette butt."

2.3 On the wall of the conference room of the Property Service Center, set up a Hall of Fame for Good People, collect good things from each department and publicize them every week, and report them at the regular service center meetings and regular meetings of each department.

2.4 The Information Operation Department purchases a batch of smiley cards. For the outstanding staff selected by each department once a month, the general manager of the service center personally issues a smiley face card, and gives the general manager fund cash reward for the outstanding staff. For employees who have performed outstandingly for three consecutive months, they will apply for the "Excellent Staff of the Year" honor and issue a certificate.

2.5 The selection of outstanding staff of each month is presided over by the Information Operation Department, and the staff of each department will vote by secret ballot.

3. Create “Community Briefings” and “Love My Home Action Organization” in the community.

3.1 Use community briefings to actively publicize property management work and laws and regulations, answer owners' questions and questions, and avoid conflicts caused by unsuccessful communication.

3.2 Fully link the first education and establish a moral education base for young children and students. Incorporate community children into the family of my family, and create the “Love My Home Action Organization”. Grasping the child's heart will capture a family, so fully mobilize the children's enthusiasm and motivation to promote the construction of a harmonious community.

3.3 Actively help to build a community old-age university, and to fully support the community's social resources for the elderly while helping the elderly.

3.4 The service center of the service center will arrange special personnel to organize and organize community cultural activities to close the relationship between the business owners and the property companies.

4. Carry out the "I make friends with the owners" activity.

4.1 Conduct “I Make Friends with Owners” activities among all staff to enhance the relationship and communication with the owners. With a point to face, gradually promote and build a harmonious community.

The above measures are for your reference, extension and promotion.


Part 3: Property Quality Improvement Program

In order to further enhance the quality of the property service in the Americas story, to promote the sale of homes in the Americas story and to achieve continuous improvement in the quality of property services, the following quality improvement measures have been formulated:

First, giving customers a story to the Americas is a feeling of enjoyment:

Clean floor, garden-like environment, clean and comfortable, items are neatly arranged, spotless, clean windows

The indoor environment will make the customer feel happy and relaxed, and create a feeling of leisure and vacation for the customer; the body posture of the service staff, elegant movements, standard standing posture, command movement, standardized service, warm greetings, tips It can make customers feel the rigor and humanity of the management of American stories. In the case of existing service standards, emphasis is placed on improving the following:

1. The image of the vehicle command action increases the head movement, the head rotates in the direction of the arm, and the head rotates in synchronism with the arm guidance. Emphasize the strength of the action, the command action must be clean and powerful, in one go. Focus on the vitality of young people, the beauty of men's masculine.

2. The posture of the yard is standing with hands crossed. The straddle standing posture behind the hands mainly reflects the majesty and stands guard. The two-handed standing posture is a service standing posture, so that the service personnel are always in a state of customer service, increasing the affinity to draw closer to the guests.

3. The parking lot guides the two cars into position, and the pull door highlights the service when running to reflect the timeliness of service.

4. On the existing basis, the cleaning service emphasizes the timely and timely cleaning of the customer's visit route while ensuring the sanitary standards of the yard, the sales office, the golden pond plaza and the green belt.

5. In order to ensure the safety of personnel, avoid a large amount of soil from the construction site to be brought into the sales office, and also for the beautiful environment of the sales office. In the rain and snow weather, the cleaning will be set up on the customer tour route to set up safety signs and floor mats on both sides of the wooden bridge.

6. The customer provides full-course guidance service. The current customer service staff is one door for the gate. The glass door of the reception area is changed to two. All of them are at the gate. When the guest enters, one person guides the guest to the reception area to provide corresponding services. After receiving the guests, go to the glass door station in the reception area, and send the guests to the model house to visit and then return to the gate station.

Second, starting from the customer's needs, highlighting the customer's honor:

Visitors who are visiting now may become owners of the American story in the future. We think of the customer's needs in advance,

Do, we did not expect the customer to think of the customer in advance.

1. Provide umbrella service for customers on rainy days and provide umbrella service for the elderly, ladies and children in the hot weather.

2. Meet the elderly and pregnant women in time.

3. In case of holding a child, picking up the customer and promptly helping the customer to pick up the item.

4. Pay attention to the customer's needs while paying attention to the customer's sitting position. The elderly, pregnant women, and children should not be guided to the air conditioner.

5. When the body is tall and fat, the customer will sit in time to adjust the seat position for the customer.

6. When customers bring their children and the elderly to watch the house, they will concentrate on the house and ignore the care for the children and the elderly. At this time, we must always pay attention to the safety of the children and the elderly, and promptly remind the customers to take care of them.

7. Add an ashtray in the bathroom toilet partition.

8. Add a shoe-shoe cloth and a shoe brush to the bathroom countertop in the rainy day.

Third, increase the added value of property services, and effectively promote the sale of American story houses

Customers who purchase villas are successful people who are concerned about the quality, quality and living environment of the house.

At the same time, we are also very concerned about the quality of property services provided after the stay. High-quality, high-quality property services enable customers to feel the developer's attention to the needs of the owners, the services they can enjoy after check-in, and enhance their purchasing confidence. Increasing the added value of property services will promote home sales:

1. Let all the people familiar with the American story project, model room commentary.

2. Customer service, etiquette reception staff understand the American story design style and concept.

3. Customer service, etiquette reception staff understand the characteristics of different style villas in the American story.

4. Regularly ask the marketing staff to train the explanation content and skills.

5. Regularly review the American story project and model room commentary.

6. Keep abreast of customer needs and opinions, and report back to relevant departments after summary.

7. Make a summary of the common problems that customers need to understand.

8. Marketing staff often visit a small number of customers after work. In order to facilitate customers and promote sales, the sales materials will be bagged in advance, and a set of American story sales materials will be provided after the introduction.

9. The property logistics department takes the lead to regularly understand the marketing needs and improve the quality of property services in a timely manner.

10. Report the problems found in the daily inspection process that affect the overall quality of the sales office, and submit suggestions for improvement.

Fourth, strengthen the previous intervention, show customers a humanized, high-quality American story

Property service as a professional service, the selection of equipment, the needs of customers in the long-term service process,

Insufficient delivery of the use of the property, the accumulation of problems have accumulated a certain amount of experience. There are related professionals in customer problem handling, engineering, safety, cleaning and so on. In order to reduce the amount of maintenance and rectification after the property is delivered and used, the public facilities that deliver the property can basically meet the requirements of the owner's life, safety and leisure. The early involvement of the property service is indispensable in the sales of the house and the owner's stay.

1. Strengthen the monitoring of construction quality during the construction process.

2. Conduct a preliminary inspection of the quality, facilities, equipment, circuits and pipelines of the completed construction.

3. Report the problems found in the initial inspection and the rectification opinions.

4. Submit relevant opinions on the style, content and color of each type of label.

5. Summarize the issues affecting the use of the function, and report the improvement suggestions.

5. Starting from the customer's feelings, emphasizing the details, and strictly controlling the quality:

Property service is a tedious and meticulous job, and the control of details is very strict. a loose stance, face

Unsmiling expressions, a blunt greeting, a slap in the ground, a muddy path, improper placement of items, etc., will be reflected in the minds of customers, leaving customers with bad memories. In order to ensure the quality of service, we must always pay attention to the details of the service and strictly control the quality.

1. Make the work record and check form play their due role. The work content, standards, inspection contents, and standards are fully reflected on the form, and the problems that occur daily are reflected in the records.

2. Submit the previous day's record form to the supervisor for review before going to work every day.

3. Weekly and monthly work plans, summary, procurement plans submitted on time.

4. The administrative personnel shall monitor the completion of the work plan and monitor the rationality of the purchased items in real time.

5. Strengthen daily inspections, empathy, and inspect the inspections with the customer's eyes, and see that the services are not in place, and the sanitation is not in place within the visual scope. Customers who are uncomfortable looking at themselves will not be satisfied, and it is best to show them to customers.

6. The relevant departments concerned must analyze the reasons, propose corrective measures, and implement the administrative supervision and inspection.

7. Always pay attention to customer complaints. The customer's complaints will be processed to the customer at the first time. After the implementation, the customer will be notified and the customer will be supervised and inspected until the customer is satisfied.

6. Strengthen communication, stabilize the team, and carry out the work smoothly;

A harmonious, stable team, a pleasant working atmosphere, and communication are essential. Through communication, the department and colleagues can understand each other; through communication, the other party can understand each other's working style, ideas, and ideas, and the purpose and methods of implementation should be achieved; through communication, conflicts can be resolved and ideas can be unified. A consistent goal and a unified mind are conducive to the smooth development of the work.

1. Regularly organize employee talks to understand the dynamics of employees' thinking. If necessary, please ask the relevant personnel of the developer to participate.

2. Use the leisure time to chat with employees, avoid preaching, and understand the voice of employees.

3. Ask the staff questions, ask for a reasonable and timely solution, and unreasonably explain the truth in a timely manner.

4. Communicate the content of the submission with the relevant responsible person before submitting the article, and report it after the idea is consistent.

5. Work problems, technical support required in the work, timely communication with relevant responsible persons.

6. Enrich the cultural life of employees.