Jingwei Uptown property management has been two years, in these two years, through all the leadership of our management staff *** with the efforts of the management of the property management is also gradually to the transformation of the system of specialization. In this process, we learn from the management experience of many excellent districts, combined with the actual district, we also summarized a set of our own property management methods. But as a newly established property, we can also feel the shortcomings of the work, the following I Jingwei Uptown property management problems in their own suggestions:
First, about customer service. Customer service reception is the property company's signboard, is the facade, owners contact property first contact is the customer service administrator, so the front desk service attitude and quality of work directly determines the level of the entire property management. In view of the common problems in property management, it is recommended to enhance the professionalism of the front desk customer service staff, improve the quality of service of the front desk customer service staff, which requires the company and the management office to strengthen the staff training, focus on the details, only to let the owners feel that we are dedicated to doing professional services, so that the owners and the property between the establishment of a sense of trust is more conducive to the smooth implementation of the later work of property management.
Second, about security. Security work is also the entire property management work of the top priority, because security is heavier than Mount Tai, only to ensure the safety of the community and the property of all owners, in order to promote the smooth progress of property management work. Jingwei Uptown District existing security 16 people, it is recommended that the morning and evening North and South Gate kiosks to stay 1 person outside the post to stand guard, registration of vehicles entering and exiting the community, in addition to establishing the image of the property security, but also on the lawless elements to play a deterrent role. Night shift security guards recommended that each post draw out 1 person in the district patrol, so that you can grasp the overall situation of the community, found abnormalities can also be reported in a timely manner.
Third, about the project. Engineering is mainly responsible for the acceptance of the owners of housing, maintenance and other work. In addition to do a good job in the daily work, to ensure the quality of maintenance services, it is recommended to strengthen the renovation inspection, in violation of the provisions of the district renovation management renovation of households in a timely manner to stop and report to the management office. This will ensure that the order of the district renovation of the regularity and unity, but also to reduce the later property and owners of the contradiction.
Fourth, on cleaning. The quality of the work of the district cleaning staff directly determines the overall environment of the district, so the work of cleaning is also particularly important. At present, Jingwei Uptown district area is large, fewer cleaning staff, how to ensure the cleanliness of the community in the existing staff is a problem we need to consider. Now the cleaning work intensity, each person every day to be responsible for several buildings of health and the size of the road in front of the clean, so if the neighborhood patrol is difficult to find cleaning staff, so there are always owners complain that the neighborhood cleaning cleaning, in fact, not, cleaning staff every day in the cleaning, but the staff is small, and sometimes not necessarily in which building just. Sometimes owners find that the community health is not done in place, always have to first find the front desk of the property, and then the front desk to notify the supervisor to send cleaning staff to clean up, which delays the work time, can not be completed in a timely manner to clean the task, some of the owners are more agitated, it will be complained about the property, that the property service attitude is too poor, the work is too inefficient. In view of this situation, in order to facilitate the owners to find contact cleaning, it is recommended that each building is responsible for the cleaning of the personnel list and contact information, so that owners looking for cleaning, timely completion of the cleaning task, which not only ensures the quality of service, but also improves the efficiency of work.
In addition, in order to strengthen the management and enhance the overall quality of staff, it is recommended to improve all kinds of systems and norms, including a perfect entry mechanism, a good competitive atmosphere, complete service specifications and practical assessment system. The so-called "no rules are not round", I believe that in the perfect management system under the constraints of the company's training mechanism under the cultivation of all colleagues through the *** with the efforts of the Huicheng Property Company will be able to create a professional and excellent team to provide owners with high-quality and caring property services.
The rationalization of the work of the property company staff suggestions and comments Part 2Problems of property management work and a few suggestions In recent years, the county party committee, the county government has always been about people's livelihood, people's hot and difficult issues. Positioned in the construction of harmonious Suiling's primary position. How to comprehensively strengthen the residential district property management, to solve the outstanding problems in property management, has become the people's masses generally reflected, generally concerned about the focus of the problem, but also become an important element of the real estate property management work. To this end, the Housing Authority to deploy a special investigation team, through research and study, held a director's office meeting, etc., on how to do a good job of property management work has been carefully studied, and is now reporting the relevant information as follows:
A basic situation of the town's residential district property
At present, the county **** there are 102 property district. Among them, there are qualified enterprises to manage the community of 49; development and construction units self-management of the community of 30; individual contracted management of the community of 15; owners' committee management of the community of 1 (Agricultural Machinery Company); no one manages the community of 7 (Aman, Pickle Factory, Hotel, Rice Factory, the Great Wall, the old Agricultural Machinery, the second hospitality house). There are 10 neighborhoods set up owners' committees, but not many of them really work. All-day 24-hour water supply in the neighborhood **** 8.
Second, the main problems of property management
Through in-depth practical investigations and visits to understand, we *** to find and sort out the county's property management mainly the following problems, specifically summed up as the "four difficult", "Four not in place". "Four difficult": one is to seek legal and regulatory support difficult. At present, the state and the province have introduced the "Property Management Regulations", but too macro, too general, lack of operability, involving specific issues, it is difficult to find a basis. Secondly, the residential district public **** parts of the maintenance is difficult. Most of the old buildings are there cover leakage, wall peeling
water seepage, sewer lines and inspection wells collapsed and fractured, sewer main line clogging and other problems, according to the regulations is who's property rights, who is responsible for, but the residents are reluctant to pay, resulting in the maintenance of the public *** parts of the difficult. Third, the developer's legacy problem solving. New development and construction of the building area, in the warranty period of the problem, the developer has solved, some cope with the processing, and even more dragged to the warranty period out of care. This leads to developers and property managers to pass the buck to each other, the responsibility is not clear, the problem is always hanging in the balance. Fourth, the competent authorities to coordinate difficult. The competent authorities by their own authority, there are some problems are not within their jurisdiction, or a single department can be resolved, especially when it comes to the joint implementation of the relevant departments, some departments are not good, it is difficult to coordinate. "Four not in place": First, the competent authority supervision is difficult to put in place. Real Estate and Property Management Bureau as the county's property management authority, that is, the people who can not control the property management enterprises, and the lack of binding force, only routine macro work guidance, resulting in supervision is difficult to put in place. Second, the owners' committee role is not in place. Owners Committee is difficult to set up, even if the establishment of the name is not real, the lack of responsibility and accountability, can not regulate the behavior of property enterprises. Third, the service of property enterprises is not in place. Practitioners of low quality, charging prices, more charges, less service, or even no service, resulting in more conflicts. Fourth, the collection of property fees is not in place. Most of the disadvantaged groups can not afford to pay the property fee, some residents enjoy property services, but for various reasons do not pay the property fee, resulting in a low rate of charges, resulting in property managers work enthusiasm is not high, forming a vicious circle.
Three, to improve the county's property management and service level of a few suggestions
1, the full implementation of the standardized management of the district. First, the implementation of hierarchical management of the district.
The real estate bureau according to the status of the district and service projects, roughly the county's district is divided into high, medium and low 3 levels. Provides out of different neighborhood standards, service projects and service content, according to their respective standards to implement the daily management. The second is to determine the service items and charges. The establishment of the measurement team, led by the Price Bureau, the Legislative Affairs Office, the Real Estate Board, the Electricity Bureau, the Labor Bureau, with the cooperation of the personnel drawn from the composition of the measurement team, the standard of service fees charged for the various districts to re-approve the standard of service, according to the service items, service content. At the same time measuring the community 24-hour water supply charges. Finalize a reasonable service projects and charging prices. Third, the implementation of sunshine services. Property fee charging standards, service items, service content determined in the district set up a public board, full publicity, so that owners to the most intuitive way to understand.
2, all-round increase in the supervision of property companies. First, the collection of property deposit. The purpose is to regulate and restrain the property enterprise, urging it to provide quality and efficient service according to the level of the district and determine the service projects, the amount of deposit charged to: 5,000 square meters within the charge of 3,000 yuan deposit; 5,000 square meters - 20,000 square meters of the charge of 6,000 yuan deposit; 20,000 square meters above the charge of 10,000 yuan deposit. Second, clean up the property market. Drawing on the property enterprise re-registration, verification, assessment, the implementation of property access, approval and management system, the owners of those opinions, poor service quality of the property enterprise, resolutely banned. No one manages the community property, in line with the principle of whoever is responsible for the heat supply, the community property management by the heating company to manage. Third, strengthen the daily supervision. Property Office by the Housing Authority to form a supervision and inspection team, taking regular inspections, irregular spot checks and the issuance of public opinion questionnaires, multi-angle, all-round supervision to ensure timely follow-up of daily supervision. Fourth, grasp the training. Improve the quality of personnel practice.
3, the implementation of new buildings to collect public **** parts of the maintenance funds. As the county did not collect public **** parts of the maintenance funds, housing cover leakage, wall peeling water seepage, sewer lines and check wells collapsed fracture, it is difficult to raise funds to solve. Drawing on the advanced experience of foreign cities and counties, it is recommended that the county government in accordance with the "Property Management Ordinance" Article 54 of the provisions of the collection of special maintenance funds, the proposed new building needs to be charged per square meter of 20 yuan of the public **** parts of the maintenance fund, in order to ensure that the warranty period outside the public **** parts of the maintenance of repairs and maintenance. Maintenance funds by the Housing Authority set up a special account management, maintenance, property enterprises, owners' committees to apply for support.
4, for the old building public **** parts of the responsibility for maintenance. In accordance with the "Property Management Regulations," Article 31, in the warranty period by the development and construction unit is responsible for. In accordance with the Ministry of Construction, "urban heterogeneous contiguous housing management regulations," Article IX, outside the warranty period of the public **** parts of the maintenance costs are shared by the owners of the proprietary part of the total area of the building proportion. Our opinion is that repairs within the warranty period are the responsibility of the development and construction unit and are coordinated by the Construction Bureau. Maintenance outside the warranty period is the responsibility of the property owner, the property enterprise lead organization, maintenance costs to the owners of the public. For owners who refuse to pay maintenance costs, property enterprises have the right to deal with the relevant policies. Through the above measures, I believe that the county's property market will be standardized, healthy track development, the management level will be greatly improved, the people's living environment will be more comfortable.
Rationalization of the work of the staff of the property company suggestions and comments Part 3As the oilfield community services property management, bear the oilfield jurisdiction units, the workers live in sanitation, greening, security, stability and other major functions. With the development of the oilfield continues to grow, the oilfield property management closely follow the oilfield situation, the level of fine management significantly strengthened, community property management and service work has been generally recognized by the oilfield units and the masses of workers, while promoting the construction of a harmonious oilfield. Now the oilfield property management restructuring work, combined with work practice to discuss the following.
First, the current situation of community property management in the oilfield
The oilfield in the process of development and construction, in accordance with the "favorable production, convenient life" principle, in the hundreds of miles of oil construction, including basic education, medical and health care, culture and sports, living services, including the logistical service system. In 1997, on the basis of the experience of community management and residents' services at home and abroad, 15 property management offices were set up within the oilfields according to the regional division, which were merged into 10 community management centers in 2005, and the level of community property management services is becoming more and more mature.
(a) The oilfield community property management points are many and wide, and the layout is decentralized.
The oilfield community is built up around the corresponding resource development, there is a general situation of "first mine, after the community", the layout of the scattered, backward planning, living infrastructure and production facilities mixed together, property management and service points, a wide range of production units and headquarters base of the front line have community property management units. The company's business is a very important part of the company's success.
(ii) Community property management started late, the mechanism gradually improved.
Although the state and local governments have issued policies and regulations on property management, oilfields only began to introduce property management in the late 1990s, and the degree of standardized management of property management is not high. Recently, the oilfield socialized service system to carry out the "four systems" construction has been effectively implemented, the community property management mechanism is gradually improved.
(C) The improvement of infrastructure and social development and residents still have a gap.
With the improvement of the standard of living, the residents of the infrastructure expectations are gradually increasing, coupled with the community to assume more municipal inspection duties. The Exploration Bureau has tilted the cost in the face of operational difficulties, but it is difficult to meet the rapid development of society and the growing service expectations of the residents with only the limited capital investment of the oilfield.
(D) the quality of property service personnel to be improved.
At present, the community management team in the uneven quality of workers, the old and the sick are more. Mainly due to historical reasons, the property service personnel are mostly from the original units separated from the logistics service personnel, workers are older, more lesbians, low technical level, lack of due management capabilities and operational skills.
(E) community property management fee settlement to the Exploration Bureau to transfer the main.
Community property management income, to the existing housing rental, bicycle sheds, parking lots, vegetable market management and a small amount of income, which is the main source of funds or the Exploration Bureau of community greening, infrastructure renovation, housing maintenance and other project costs of the special allocation of the project by the engineering and construction unit construction, the community to participate in the management.
Second, the advantages of community property management restructuring
(a) There is a complete set of institutional property management system.
Community property management mainly includes community security, sanitation and cleaning, housing maintenance,
Public **** facilities maintenance, greening and beautification and the area of the main unit of the logistical support services, after many years of continuous improvement, the "four systems" property management mechanism is basically mature.
(ii) There is an adequate workforce.
Although the community property management personnel basically from the oilfield units logistics personnel, quality varies, but after a long exercise, can adapt to the community management work in their respective positions to play a role, basically to meet the needs of property management.
(C) There is a certain amount of experience in management and operation.
Although there is still a gap between the community property management and the market-oriented operation of the property company, but in the internal management and operation of their own mature experience, basically can be suitable for the development of oilfield property services.
(d) The community is relatively concentrated.
Community property management enterprise scale development is suitable for relatively concentrated population in the community, community sanitation, greening, security, housing maintenance and other property management services at relatively low cost, to facilitate the community specialized property management and services.
Three, the benefits of community property management restructuring
First, in line with the development of group companies and oilfield strategic objectives. The public **** roads, houses and other facilities state-owned assets are divided into property management enterprises, these assets are effectively maintained and utilized, while a large number of personnel from the oilfield diversion to the restructuring of the enterprise, not only to reduce the heavy burden of the oilfield enterprises to run the society, but also to enable the oilfield to focus on production and construction, which is conducive to the development of the oilfield.
Second, the community environment will be effectively improved. Although the oilfield reduces the capital investment in the community, but through the market-oriented operation of property management enterprises, the development of enterprise management,
can go to the market, self-financing, can strive for more construction funds, faster improvement of the community environment.
Third, the degree of professionalism of community property management has been improved. Through the professional restructuring of property management enterprises, community property management will gradually move towards specialization and marketization in terms of personnel, equipment, service and management, and property management to achieve integration.
Fourth, the income of employees will steadily increase. Property management companies through market-oriented operation, the principle of social services, and constantly optimize and improve the quality of service, broaden the content of services, increase income-generating channels, the increase in employee income will be guaranteed.
Rationalization of the work of the staff of the property company and the views of Part 41, property management services have both the characteristics of the general service industry, but also has its own unique personality, manifested in the following: (-) constraints: 1, the policy factors 2. owner factors; 3 developer factors; 4 technical factors; 5 environmental factors. (ii) relative long-term (iii) mutual satisfaction. (iv) differences (v) emotionally intensive.
2, service first is any service-oriented enterprises will always be the same purpose, property management companies are engaged in all activities to make owners sincere, satisfied, the core is to provide quality service. Management of the service work, one is long-term, the second is mass. Therefore, property management is important to always implement the "exquisite service, responsible for the people," the idea of management in the services.
3, (a) commitment, is the most important service. First of all, to the commitment to do what we can, we recommend that the company check the current standard of service projects, there is no more than the scope of capacity, if any, then modify or think of other simple and effective methods: Secondly, the commitment has been made and made public to do our best to implement the proposal that we have been developed every day in accordance with the requirements and standards of the work, the implementation of each and every one of them.
(ii) details, determines the effectiveness of the service. Set up their own very important consciousness, from their own words and deeds to do, in terms of etiquette, instrumentation and work effects, for their own set out all kinds of details should pay attention to, and analyze what are important details, which is to lead to not a good effect of the details. Then, we will correct and overcome them. In order to prevent attention to too many details will affect their work and service, should be deleted at the same time and the work of the goal does not match or unnecessary details and bad habits, so that they can speak and do things quickly, improve efficiency.
4, the company is a service-oriented industry, every behavior of the staff will affect the company's image, the customer's attitude should be enthusiastic and sincere, the purpose is to create a safe and comfortable living environment for the owners. To put ourselves in the shoes of the owners, do everything to pay attention to details, details determine success or failure. Let everyone in the spirit of science, serious attitude to work, with care, the principle of thinking differently thinking, **** create a better future for the company!
5, property management in the enterprise staff, especially the management office of the first-line staff directly facing the owners, owners of the service process of dissatisfaction and complaints is very direct, when we receive customer complaints, we must give the owners of a more specific method of dealing with the time, so that the owners have some expectations, and at the same time have to carry out the corresponding service tracking visits, to understand the owners of our evaluation and comments, suggestions, so that our service management can be improved.
6, in addition to pay attention to the enthusiasm of the service, good to pay attention to the skills of the service, and to do this requires us to deal with customer interactions, good at observing the customer's eyes, God, feelings and language, good at the right time to say the right words, do the right thing, only then the customer will really appreciate our services, will agree with our services, services can be counted in place.
7, (a) to let every employee of the company really understand the importance of service in the management of property management companies. As well as the service in the end is to do what, how to do?
(ii) from within the enterprise to start, to strengthen the staff's own service consciousness training. There is no awareness, what to talk about service.
(C) change the internal mechanism of the enterprise to enhance the staff's awareness of market competition.
(d) Strengthen the communication between departments, prohibit the emergence of work up to the mutual exclusion of departments
(e) Supervision of the service training content of the company's headquarters, to strengthen the training efforts.
(F) do a good job of external publicity to strengthen normal communication with the owners.
8, only to enhance the service, in order to innovate benefits. Therefore, from their own start, down-to-earth work, do not have the phenomenon of inadequate service.
The rationalization of the work of the staff of the property company and the views of Part 5
I moved in 2004, when the district to clean and tidy much, of course, people are also less, but it should not be an excuse for the chaos of the district. Now the chaotic management of the district not only affects our *** with the living environment, but also is affecting the value of all owners of the property. In foreign countries, even if someone casually hangs out the clothes to dry, it will be regarded as affecting the value of the entire neighborhood property and harming the interests of all.
It is recommended that new property companies should preferably have some foreign background, not that foreign investment is necessarily better, but they do have much stronger accountability, and are disciplined, and their social relationships are not complicated.
The ultimate goal should be to build quiet, purely residential neighborhoods with no commercial overtones, which is a good foundation. Our neighborhood hardware is good, but also become a school district housing, more to be good good management, so that we can really achieve a good living environment, to realize the real value of the neighborhood property. Thank you for the work you have done and the help you have given everyone.
The following suggestions:
1, on the management of the community's various gates: the entire community is now a paid parking lot, any vehicle can enter at will, and very noisy, it is recommended to close the management, prohibit foreign vehicles to enter for no reason, if there is a problem, you can contact the owners through the doorman, before entering. It is also recommended to reduce the underground garage parking fees, and parking is prohibited on the street in the neighborhood.
2, purely residential community: the neighborhood should be built as a purely residential community, and now almost everywhere is full of all kinds of small stores, it is recommended to centralize the arrangement of a location, such as the clubhouse.
3, on the elevator and stairwell advertising: it is recommended that all removed, we do not rely on this to earn money, and do not want to be disturbed.
4. Regarding agents selling houses: it is recommended that all of them should be removed and the entry of such people should be prohibited. These people are like flies. For example, F1 area 507 building 2 door 1B of the wheat field real estate, every morning to sing collectively, shouting slogans, like in the marketing. The other the people casually enter and exit the various doorways, affecting the security of the neighborhood.
5, on the greening: now the greening has become more and more like the greening of the compound, there is no planning, grass varieties of chaos. It is recommended to reorganize the planning, establish a timely maintenance system, and take fence protection for the lawn.
The above problems not only affect the environment of the neighborhood, but also affect the value of each owner's property.