1.0 purpose

In order to verify and guarantee the qualifications of our employees and provide necessary training, ensure and improve their business skills, service awareness, property management service quality and improve work efficiency, so as to realize the sustainable development of human resources.

2.0 Scope of application

Applicable to the training of all employees of the company. The annual qualification training of financial personnel and technical personnel is not included, and the human resource management system shall be formulated separately.

3.0 responsibility

3. 1 department and regional manager: responsible for submitting annual training demand plan or temporary training demand according to the assessment results and job requirements; According to the service requirements of the department, organize the corresponding internal training and supervise the implementation.

3.2 Administration Department:

3.2. 1 Be responsible for comprehensively reviewing the training needs of various departments and regions.

3.2.2 Be responsible for summarizing and confirming the annual employee training plan.

3.2.3 Be responsible for organizing new employee training and public skills training.

3.2.4 Be responsible for organizing and implementing employee training outside the company.

3.2.5 Be responsible for recording the training results and filing them in time.

3.3 Training instructor: responsible for the compilation of training materials, the implementation of training and the evaluation of training effect.

3.4 General Manager: responsible for approving the annual training plan and temporary training plan.

4.0 definition

4. 1 Our company's training is divided into:

4. 1. 1 pre-job training for new employees-that is, the administration department organizes and implements pre-job training for new employees when they join the company, so that they can understand the company's rules and regulations, and understand the basic knowledge and work requirements of property management.

4. 1.2 On-the-job training of employees-refers to the training of formal employees who have passed the probation period, which can be divided into "general business training" and "training with certificates".

4.2 Training implementation can be divided into:

4.2. 1 in-company training-the company has experienced employees as lecturers or external lecturers for training.

4.2.2 Training outside the company-refers to the company sending employees to receive training outside the company.

4.3 Training needs can be divided into:

4.3. 1 Requirements for induction training for new employees.

4.3.2 Training requirements for each post.

4.3.3 Training requirements for employment certificate.

4.3.4 Other training needs.

5.0 working procedures

5. 1 Put forward training requirements:

5. 1. 1 All departments and regional managers of the company should put forward the employee training demand plan for the next year at the latest in June 65438+early February every year, fill in the Employee Training Demand Application Form and submit it to the Administration Department for collection. After the annual training plan is approved by the general manager, the administrative department will apply.

5. 1.2 If the training needs need to be put forward temporarily due to special circumstances such as the investment of new technology and new equipment, the application shall be made at least one week in advance. If there is no charge for internal training, it will take effect after being approved by the manager of the administrative department; If the internal and external training needs to be paid, it will take effect after the manager of the administrative department reports to the general manager for approval.

5.2 Confirmation and summary

According to the general manager's examination and approval opinions on the annual training plan, the administration department synthesizes the training demand application requirements put forward by various departments and regions, and confirms the adaptability of the training demand plan content and class arrangement of various departments, and summarizes them into the annual training plan.

5.3 Audit

The annual training plan summarized and submitted by the administrative department shall be submitted to the department manager for review. Whether all training requirements meet the company's business development and service objectives shall take effect after being approved and signed by the general manager.

5.4 Training implementation

5.4. 1 General training can be arranged by the Administration Department, and general training can be arranged at the same time.

5.4.2 Professional and limited projects can be implemented by departments and regions on a monthly basis according to the approved annual training plan and actual needs.

5.4.3 The teaching materials and lecturers required for training shall be arranged by the Administration Department as a whole;

5.4.4 When the company goes abroad for training, the Administration Department signs the Employee Training and Learning Contract with the trainees for the record, and the Administration Department goes through the registration formalities at the training unit.

5.5 Review or Qualification Verification

5.5. 1 Employees participating in internal training must sign the Training Sign-in Form. When necessary, the training organizer can draw lots to decide.

5.5.2 After the company's internal training is implemented, the instructor will evaluate the training results. The assessment methods can be divided into written test, oral test, practical exercise, drill or submission of experience report.

5.5.3 After the employee's internal training, the students fill in the questionnaire of students' opinions, and collect the employees' suggestions on training opinions, other needs and teaching quality, so as to improve the training.

5.5.4 Those who fail the examination will be given supplementary training again, and the supplementary training will be limited to two times. Those who are still unqualified twice shall be reported to their departments and regional managers for corresponding treatment.

5.5.5 After the training, employees participating in overseas training must submit their qualification certificates or graduation certificates or job certificates or study experience to the Administration Department for qualification appraisal.

5.5.6 After the trainee's employment certificate is submitted for inspection, the administrative department will keep the original and return the copy to me. After the expiration of the original labor contract, such as non-renewal or resignation and dismissal, the administrative department will handle it according to the relevant regulations.

5.6 Login: No matter the results of the company's self-management or training abroad, they should be sent to the administrative department to log in the personal personnel file within two weeks after the training, which will be used as the basis for the assessment of posts and qualifications.

5.7 record maintenance

5.7. 1 All evaluation results of implementation training shall be kept and filed.

5.7.2 The Administration Department shall keep personal training records until employees leave their jobs, and relevant records shall be kept and maintained according to the Quality Record Control Procedure.

6.0 related documents

Quality record control program

7.0 Quality Records

7. 1 employee training demand application form;

7.2 annual training plan;

7.3 Employee Training and Learning Contract;

7.4 Training sign-in form;

7.5 student opinion questionnaire;

7.6 "learning experience";

7.7 Security/Property Manager Training Record Form;

7.8 Safety Dormitory Checklist.

Attachment 1: 10 Ideas to be emphasized in property management training.

First, the concept of security.

Safety is the top priority of property management, and it is also the biggest risk for enterprises. The contents of daily safety management include: fire prevention, anti-theft, anti-virus, anti-disorder and anti-collapse. We must conscientiously implement the policy of "putting prevention first and eliminating hidden dangers". Every property manager has the consciousness of "being prepared for danger in times of peace" and puts the "five precautions" work at the commanding height of all work.

Second, the concept of service.

Managing things in service is a remarkable feature of property management. The service in property management includes four aspects: service content, service object, service level and service standard. We require to provide customers with "one-stop service", that is, customers' problems can be solved at one time, and no excuses can be used to shirk them. Even if we can't solve the problem, we should give our customers a satisfactory answer, and at the same time, we should reflect it to the relevant departments and ask them to solve the problem as soon as possible.

Third, the concept of obedience.

This concept stems from the paramilitary management system. The company implements hierarchical management, vertical leadership, mountain of orders and absolute obedience. In front of guests and superiors, employees must never say "no", that is, no, no, no, no, no.

Fourth, the marketing concept.

Marketing concept is the concept of creating enterprise hope and developing potential customers, in which market positioning is an important means of marketing and public relations is an important method of marketing. Marketing is not only the business of a few marketers and public relations personnel, but also the responsibility of every employee, because it is related to the survival planning, development planning and long-term solutions of enterprises. Facing the present market and the future market, each of our employees should be full of confidence in the property they manage, touch consumers with their own personality charm, get to know consumers with extensive knowledge, and win consumers with frank love and integrity.

V. Concept of cost

The cost we usually refer to refers to the direct expenses incurred by enterprises for producing and operating commodities and providing services, including wages, direct materials, purchase price of commodities and other direct expenses. The cost of property management enterprises includes labor cost, energy cost and maintenance cost. Strengthening internal management, reducing consumption and cost is the fundamental way to improve the economic benefits of enterprises. We should start with the annual budget, tap the internal potential, do everything possible to generate income, and decompose the cost into various functional departments as hard targets and designated plans.

Sixth, the concept of participation.

The concept of participation is divided into two meanings: first, from the beginning of participation in management, everyone comes to put forward reasonable suggestions, take the initiative to manage, regard the enterprise as their home, and establish the consciousness of "there are bowls in the pot"; Second, it refers to the early intervention of property management, early participation, and intervention in property development, and strictly control the "four customs"-planning and design, building facilities, project quality, and customer occupancy, so as to lay a good foundation for future management.

Seven, the concept of science and technology

As a modern property manager, you must have a strong concept of science and technology, so that the property you manage can be in the forefront of the times, meet the reasonable needs of owners and customers, and achieve management goals. According to the actual situation of the enterprise, one is to configure computer management software and hardware facilities suitable for its own characteristics; The second is to establish a complete, standardized and scientific quality management system; Third, go out, please come in and learn the management experience of advanced enterprises; Fourth, improve and standardize the service behavior of employees by means of creating excellence; Fifth, constantly learn and apply new technologies and methods, improve management level and transform facilities and equipment.

Eight, the concept of legal system

After China's entry into WTO, under the condition of quasi-market economy, a sound legal system is an important standard for regulating property management activities. We must strictly abide by legal procedures and relevant laws, regulations and policies, act according to law, and minimize business risks. At the same time, we should be familiar with and master legal knowledge, use legal weapons to safeguard our legitimate rights and interests, be familiar with our respective responsibilities, rights and obligations with owners and customers, and handle the relationship with owners and customers with various legally binding contracts as the benchmark and starting point.

Nine, micro view

Every link, every piece of equipment, facilities and even every component we provide to residents should be in the best condition, and even every employee's service behavior should not be neglected, and should be just right. Property management is made up of countless subtle things, which all contain our personality, wisdom, thoughts and dignity, vividly reflect our feelings, love and management service level, and better reflect the lofty spirit and corporate culture of our enterprise.

X. Concept of Talents

We should respect and cherish talents, who are always the most precious wealth of enterprises and the basis of modern enterprise competition. What is talent? There is a basic requirement for talents, that is, they have the necessary cultural knowledge, skilled operation skills, noble professional ethics, clear legal concepts and strong market awareness. As a business leader, we should be good at employing people, give full play to our strengths and respect academic qualifications, but we should not just look at academic qualifications and measure talents by performance. At the same time, we should cultivate talents, discover talents with humanized management, tap people's potential, stimulate people's initiative and creativity, and make them better serve enterprises.