Benefit is the lifeline of an enterprise. It is an essential principle for any property enterprise to separate revenue and expenditure, insist on taking it properly and using it properly.
1, strengthen the charge.
In view of the fact that property management is a service industry with high investment, high cost and low return. In order to ensure the continuous and normal management, it is necessary to control the various expenses of property management and ensure that they are collected in full and on time. By the end of 1 1, our company has recovered more than RMB 10000 in management fees, RMB 10000 in rental fees, RMB 10000 in utilities, RMB 10000 in heating fees and RMB/kloc-0 in arrears. The charging rate is above 90%. The charging work was completed well throughout the year. Except for a few owners who refused to pay for some reason, all the fees receivable have been recovered. It provides the necessary guarantee for the benign development of our company's property management. It ensures the safe and reliable operation of water, heat and electricity systems.
2. Strictly practise economy and reduce costs.
Doing more with less money is my consistent style of property management. This year, our company adheres to the fine tradition of 2007, always sets up the consciousness of cost saving, strictly controls the expenditure of various management expenses, never exceeds the budget of the Municipal Bureau, and minimizes all expenses. As of June 1 1, the outstanding expenses are less than the expenditure in the same period 1 ten thousand yuan.
Two, people-oriented, standardized management, improve the level.
People are the most active factor in all management activities. In 2008, our company paid special attention to human management and formulated the general idea of "improving the level of property management with managers".
First of all, our company emphasizes that employees should strengthen the study of professional knowledge, learn from books, learn from colleagues and learn from practice. After everyone's study and experience accumulation, most employees have a certain working foundation and can handle various problems in their daily work independently. In terms of organization and management, coordination ability, oral expression and so on, it has been greatly improved, ensuring the normal operation of all work.
Secondly, increasing effective communication with employees is a highlight of our company's management in 2008. Through the registration and updating of employee data, the company learned the basic information of each employee, such as age, personality, occupation, family status, income level, cultural background and so on. And classify and manage employees with different needs, and plan a set of communication methods for different types, which effectively reduces the friction of communication with employees and increases the enthusiasm of employees.
Finally, we have carefully studied the weaknesses and problems existing in the company's management and service, and fully realized that the diverse needs of owners, the complex personnel in the jurisdiction and the uneven comprehensive quality of employees are the three major characteristics of our property management. Therefore, in our work in 2008, we tried our best to complement each other. Combined with the problems exposed in the company's management and service process, targeted education is given to all employees. Our employees are required to recognize their roles, put their positions in order, and earnestly perform their duties. Specifically, it is required to adhere to the basic working ideas of "one principle", "two centers" and "three transformations". The so-called "one principle" is to share the worries for the leaders of the municipal bureau, provide better services for the business households, and take the work requirements and standards put forward by the municipal bureau as the principle, which is the starting point and the foothold of all work. The "two centers" focus on service and management, highlighting service awareness, promoting management with service, and improving their professional quality with management. The "three transformations" are to realize the transformation from management-oriented work to service-oriented work, from transactional work to high-quality work, and from passive thinking to ownership.
Thanks to the efforts of the company's leaders and employees, in 2008, the company's employees' ideological morality, professional skills and service awareness have been greatly improved, laying a solid foundation for the company's steady operation.
Third, take service as the purpose, establish rules and regulations and change functions.
1. Establish a linkage mechanism between safety training and supervision.
Safety first, it is my unshirkable responsibility to strengthen the publicity of the owner's safety prevention work and improve safety awareness. In view of the weak links such as safety, fire control and management in my property service, our company has received special training and inspection from public security and fire control departments on the basis of self-examination, which has enhanced the safety awareness of property service enterprises, improved the safety prevention skills, effectively eliminated the potential safety hazards in time, and further guaranteed the operation safety of the municipal bureau and the residential safety of the owners.
Thanks to the joint efforts of my property and the owners, the safety work in 2008 was generally good, and no fire, robbery or theft accidents occurred in the area. In terms of safety work, we should not be negligent, careless or take chances in the future. It is necessary to sound the alarm at all times, especially in the access management of foreign personnel and vehicles and the inspection of infrastructure, to ensure the personal safety of the property of the Municipal Bureau and the property of the owners.
2, creatively carry out the feedback work of letters and visits.
In order to know the opinions and suggestions of the owners in time, realize effective communication with the owners and serve the owners in time, our company has specially opened a complaint telephone number, arranged special reception services, established a complaint analysis system, made full use of the regular meeting time, collected, analyzed and summarized this week's and recent complaints, kept abreast of property management trends, and conducted special research and solutions to incidents prone to group complaints. At the same time, our company also strengthens the supervision of enterprise service quality, and reduces the complaints and disputes of "untimely maintenance, inadequate service and irregular charges". In 2008, our company handled a total of 10000 complaints about property services, including letters and visits from the masses; Incoming calls have been settled, with a settlement rate of%, and are being handled 1 call.
3, the establishment of the area of hydropower heating infrastructure regular inventory system.
It is the routine work of my property management to stop stealing, leaking, running, taking risks and dripping from the source. In 2008, our company further implemented the work responsibility system. Break down daily goals and responsibilities and implement them to all departments and employees. And guide employees to adhere to daily inspections and inspections. According to the usual practice, the company organizes major inspections of water, heating and electricity facilities twice a year to eliminate all kinds of hidden dangers in time and minimize the loss of water and electricity and the hidden dangers of infrastructure safety.
4. Pay attention to the style construction of the company team and all employees.
In order to strengthen management, unite as one, form a good working atmosphere, and constantly improve the service level and support and cooperation ability of the office to the owners and other departments, our company has established a service commitment responsibility system and a periodic review system. Fully implement the content of the responsibility system, grade and assess every employee according to the strict assessment mechanism, with clear rewards and punishments and emphasis on accountability. Regularly and timely correct the problems existing in the service (especially the owner's complaints), and formulate corresponding preventive measures to prevent similar complaints from happening again. Especially for the service of the owners, it is emphasized that employees should have a good attitude, establish a good image and be successful once. Really build a group of powerful service teams and win the high satisfaction of the Municipal Bureau and the owners.
While establishing rules and regulations, we also pay special attention to the construction of leading bodies. Hold regular meetings every Monday and Thursday to study new problems, sum up new experiences, make democratic decisions on thorny issues in practical work, reach consensus and form joint forces.
Fourth, strengthen awareness, speed up the pace and serve the overall situation.
Different from other property management companies, our company also undertakes infrastructure equipment maintenance, environmental sanitation, greening maintenance, water and electricity maintenance, security and other work. In the face of a lot of complicated and trivial daily work, it is also the principle that our company follows to strengthen work consciousness, pay attention to speeding up work pace, improve work efficiency, calmly handle various affairs, and strive to be comprehensive, accurate and moderate, and avoid omissions and mistakes.
1, daily maintenance.
In May this year, according to the requirements of the Municipal Bureau, our company organized a thorough treatment of the roof leakage of the building, covering a total of 2000 square meters. In June, the storey-adding project of the old office building of the Municipal Bureau was successfully completed, with a total area of 2,000 square meters. In August, our company undertook the renovation project of Bayi Street Store of the Municipal Bureau. In May, in response to the owner's complaints and reflections, our company replaced the sanitary ware in the bathroom for the owner.
2. Environmental sanitation.
This year, our company has continuously improved and changed its management methods in maintaining landscaping and cleanliness, established and improved a more standardized environmental sanitation management system and assessment methods, and reached the expected standards of cleaning up garbage at any time and cleaning up garbage every day. As far as possible, the landscaping should be in good condition and clean, and there should be no greening pests, flowers and trees deaths and diseases in the area all year round, so as to create a comfortable and warm home for residents and municipal bureau organs in the area. In order to further optimize and beautify the office environment, in May, our company also organized a team to replace the lawn greening project of the Municipal Bureau 1000 square meters. In May, the office building of the Municipal Bureau was painted and the office environment was further improved.
3. Water and electricity warm maintenance.
This year, our company maintains the water, electricity and heating of the houses within its jurisdiction; The annual average monthly loss rate of hydropower dropped to% and% respectively, and was strictly controlled within the allowable range; The power distribution room, elevators and other infrastructure in the jurisdiction are operating normally, and no safety accidents have occurred.
Problems and future efforts of verbs (abbreviation of verb)
Over the past year, our employees have been able to work conscientiously and creatively, and have made some achievements, but there are also some problems and shortcomings, mainly as follows: First, some work is not done carefully enough, and some work is not coordinated in place; Second, the initiative and enthusiasm of some employees have not been fully mobilized, and there is mutual buck passing; Third, the water and electricity losses of old office buildings and family buildings are serious, mainly due to the aging and corrosion of pipelines and meters, and the lax management of daily inventory inspection, resulting in stealing, leaking, running, running, leaking and dripping; Fourth, at this stage, many of the property infrastructures under our jurisdiction have passed the warranty period, and the expenses and manpower and material resources invested are relatively large, which is not conducive to the company's development.
In the new year, efforts should be made to improve the professional management, service knowledge and work level of property management. For the growth and development of the company, we should also strive to achieve: first, strengthen learning and broaden our knowledge. Study hard on property professional knowledge and related legal knowledge. Strengthen the understanding of the context and trend of property development, strengthen the understanding of the surrounding environment and the development of the same industry, and be aware of the overall planning and current situation of the company; Second, set up the owners' committee as soon as possible, negotiate with the owners' committee to adjust and improve the property service fee or let the owners implement autonomous management, so as to benefit both the owners and the property management enterprises and avoid our company's long-term losses. Third, actively try and explore various paid business services to create new economic growth points for enterprises.
A sweat, a harvest, all employees of our company are unknown and conscientious, but also accumulate experience and customer satisfaction. Although we made some achievements in 2008, we cannot relax in 2009. We believe that under the correct leadership of the Municipal Bureau, our company will write a more brilliant new chapter in the work in 2009.