First, give full play to the spirit of unity and cooperation of Z Property Company, mobilize the subjective initiative of employees, and enhance the sense of ownership. ?
1. Hold a working meeting regularly every week. While summing up the work, actively and fully listen to the voices, opinions or reasonable suggestions or criticisms of grassroots employees. ?
2. Conduct team activities irregularly. Organize employees to carry out health care publicity, care for the surrounding environment of the community and other activities to enhance the cohesion and centripetal force of employees. ?
Second, change ideas, correct attitudes, and firmly establish the awareness of serving the owners (tenants). ?
In order to improve the service level, we will implement the "responsibility system of all staff taking the lead". Every employee has the responsibility and obligation to receive the suggestions from the owners and visitors, and transmit them to the service center at the first time, and has the obligation to track the processing results and inform the recommenders so that the service can be fully reflected from beginning to end. Establish the owner as the center and promote the "one-stop" brand-new service concept. ?
Third, activate the management mechanism?
1, the management office implements the responsibility system of internal division of labor step by step, that is, the employees in each department have a clear division of labor, do their jobs and do their best, and report directly to the supervisor, who is directly responsible to the manager. At the same time, each supervisor and the person in charge of the management office signed a management objective responsibility letter. ?
2. The management office implements the system of regular duty, changes the work style, improves the work efficiency, announces the permanent telephone number of the management office to the owner, and listens to the owner's voice in all directions. ?
3, formulate feasible management measures, implement the "first ask responsibility system".
4, improve the management rules and regulations, such as management code, post responsibility system, performance appraisal system, internal staff rewards and punishments system, etc. ?
5. Quantify the monthly performance appraisal as much as possible, establish an incentive mechanism and improve the performance appraisal system, and reward the diligent and punish the lazy according to the employees' work performance, work performance and job skills, so as to encourage the advanced and spur the backward. ?
6, improve the system of choose and employ persons, competition for posts, the last out. Really provide development space and opportunities for employees who work hard, perform well and have outstanding abilities. ?
7. Strengthen internal staff management, build an efficient team and enhance the cohesion of managers. ?
Four, strict management, improve the management level and service quality. ?
1, the effective complaint of the community owners to the government property department is zero; The effective complaint to the competent department of the property management company is 2%, and the return visit rate of complaint handling is 100%.
2. The satisfaction rate of community owners to service work is over 90%. ?
3, urgent repair rework in time, repair rate is not higher than 2%.
4, public security, vehicle, fire management without major management responsibility accidents. ?
5. The building itself, facilities and equipment are maintained as planned, running normally, and there is no management responsibility accident. ?
6. The management office plans to set up a community cultural activity group to carry out colorful community activities; Make full use of the publicity column to publish some blackboard newspapers involving property management laws and regulations, typical cases, newspaper abstracts and so on. ?
7. Records and materials of this year should be kept complete and filed in time. ?
8. The collection rate of property management service fees is over 95%; The property management report is published to the owner once a year. ?
Five, increase the intensity of training, pay attention to the training effect. ?
The management office selects elite soldiers and establishes a training implementation team with managers as the main body to train new employees and on-the-job employees.
1. New induction training?
Conduct basic knowledge and basic operation skills training for new employees. The purpose of the training is to make new employees understand the basic situation of the company (such as enterprise purpose, enterprise spirit, enterprise history, current situation and development trend) and get familiar with the company's various rules and regulations (such as attendance system, reward and punishment system and assessment system). ), master basic service knowledge (such as professional thinking, code of conduct, language norms, common sense of politeness, etc.). ), and master the specific requirements of post work (such as post responsibility system, business skills, workflow and requirements). Through pre-job training, new employees can be familiar with and adapt to the new working environment and master the necessary work skills. ?
Pre-job training content: company rules and regulations, employee handbook, employee etiquette norms, company development history, company planning, business philosophy, company organization, employee professional ethics, professionalism, fire safety knowledge, basic knowledge of property management, etc. ?
2. on-the-job training?
Training content:?
1, z various rules and regulations of the property management company?
2.Z property company employee handbook?
3. Enterprise development, company planning, company philosophy and organization?
4. Professional knowledge related to each department?
Through the above training content, strengthen the comprehensive quality training of employees and improve their comprehensive management ability. ?
Intransitive verbs promote Z property service brand and establish a new image of quality service. ?
1, human resources integration, according to the needs of the management office, appropriately merge some positions and functions to realize the compound talent management mechanism. ?
2. Customer Service: Continue to implement the employee handbook, pay attention to standardizing the service etiquette, work efficiency and service quality of employees, and provide customers with warm, polite, enthusiastic, safe and comfortable quality services. ?
3. Maintenance of equipment and facilities: According to the principle of mechanical and electrical operation and maintenance division, all mechanical and electrical facilities and equipment in the community are implemented layer by layer to ensure value for money, effective management and quality improvement. Ensure the normal operation of power supply and distribution, water supply and drainage, water pump and fire fighting. In the community, weekly, monthly and quarterly maintenance should be planned and implemented to prevent major safety accidents. ?
4. Cleaning and greening management: the cleaning and greening department should carry forward the spirit of ownership, enhance the sense of responsibility and mission, form team cohesion and implement the supervisor accountability system. In addition, it is necessary to strengthen the supervision of cleaning and greening, and strive for great improvement in this respect. ?
5. Data management: in strict accordance with the provisions of the archives management. In addition, it is planned to comprehensively sort out the owner's information and the information of the industry Committee, so as to make the catalogue clear, the retrieval convenient, the information of each household on the floor bagged, realize standardized management, and formulate and improve the confidentiality system, data borrowing and checking and other rules and regulations. ?
6. Vehicle management: strictly manage the vehicles entering the community and gradually realize the parking of the owner's vehicles in fixed parking spaces; Temporary vehicles are managed according to temporary charges; Take custody measures for vehicles that need to be kept, sign a vehicle custody contract, and the owner will pay the custody fee. ?
7. Safety and fire management: Strengthen the training of security personnel in meetings, etiquette, management skills, communication skills and emergency handling. , improve the identification system, and manage the entry and exit identification registration, rental housing registration and household registration of foreign personnel (decoration personnel). And require security guards to be familiar with about 80% of the owners in the community. Fire control facilities and equipment shall be inspected by security guards and maintained by maintenance workers. ?
Seven, do a good job of acceptance?
After the new property is completed and accepted, before the owner moves in, the property management company should set up a property takeover acceptance team in time to conduct a comprehensive takeover acceptance of the taken-over property to ensure that the taken-over property is basically qualified and meets the quality requirements of the owner. Acceptance of takeover is mainly visual acceptance and use acceptance, with emphasis on whether the visual acceptance is qualified and whether the use of facilities and equipment meets the requirements of the owner; Completion acceptance is an all-round internal and external quality acceptance; Take-over acceptance is a service-oriented acceptance of the owners in advance to prevent serious problems in property quality and extensive complaints from the owners, rather than a legally effective government evaluation behavior. ?
Eight, to carry out a variety of operations and measures?
The management office will take the following series of measures to develop diversified businesses, strive to build a "community economic circle" and strive to achieve a balance of management fees. ?
1. According to the actual situation of the community, the management office set up a housing rental intermediary service center and a convenience service point, formulated relevant systems and effective measures, appointed people and created posts, and unified the housing and convenience services entrusted by the owners. ?
2. Make use of the ground resources of the square, and charge a certain fee to the merchants who temporarily occupy the space under the premise of being legal and convenient for the customers in the community. ?
3. Save management costs and reduce unnecessary expenses. Strictly control the purchase and expenditure of office supplies. ?
4. Revise the paid service standard of management office and increase the paid service items. ?
Property management work plan for the second half of the year?
First, the front desk reception?
The front desk reception is the service window of the customer service department. The main duties of the front desk reception are to keep the information channels unblocked, supervise the regional management, schedule and coordinate the work of various departments. The receptionist is the first person to show the image of the company. Everything he says and does represents the company and is the window to contact the residents of the community. ?
In my work, I strictly follow the company's requirements, work with tooling, treat guests politely, answer and transfer calls kindly, handle daily affairs seriously, patiently listen to the problems reflected by the owner and the difficulties to be solved, carefully answer and record in detail, and arrange personnel to provide on-site service at the first time. ?
Call records will be summarized at the end of each month. In the first half of the year, * * * answered 68 incoming calls, and made outgoing calls 130, with 2 valid complaints from owners. We give satisfactory answers to all the inquiries of the owner; For the problem of the owner's application for repair, contact us in time, and actively dispatch workers according to the different contents of the application for repair, and strive to solve the problem in the shortest time. At the same time, according to the completion of the repair report, we will make a door-to-door visit or telephone visit in time. The owner's complaint has been reported to relevant departments for coordination and settlement. ?
Through these ordinary daily work, my work level has been obviously improved, and I have won unanimous praise from the owners and leaders of the community, and also shaped the new image of our property owners. ?
Second, file management?
Archives are documents directly formed in property management. In strict accordance with the archives management regulations, the owner information, departmental archives, maintenance orders, work contact letters, release orders and other materials are comprehensively classified and sorted, so that the catalogue is clear and easy to retrieve. The household registration materials of each building are boxed, and the files of all departments are managed in bags, which are completed on schedule and seriously. Realize standardized management, and at the same time formulate and improve the information confidentiality system. Check the files regularly and improve the changes or deficiencies in time. In the first half of the year, * * * received 64 maintenance applications, 42 handling and release instructions, and work contact letters 10. ?
Third, the collection of various fees?
In view of the fact that property management is a service industry with high investment, high cost and low return. In order to ensure that the work will continue normally,
It is necessary to do a good job in the collection of various expenses and ensure that they are collected in full and on time. In the first half of the year, * * * charged the property service fee of 792 12 yuan; ?
Private garden maintenance fee is 50386 yuan; The optical fiber usage fee is XX yuan; Prepaid water fee 1740 yuan; Cable TV installation fee 450 yuan; The gas installation fee is 3300 yuan. ?
Fourth, experience and gains?
Over the past six months, through hard study and continuous accumulation, my ideological understanding and working ability have made great progress. I already have working experience in the customer service center, and I can handle all kinds of problems in my daily work with ease. After half a year's training, my organizational management ability, comprehensive analysis ability, coordination ability and written and oral expression ability have been greatly improved, which ensures the normal operation of all the work in this position, and I can treat all the tasks with a correct attitude and love my job. Actively improve their professional quality, strive for the initiative in work, have a strong sense of professionalism and responsibility, and strive to improve work efficiency and quality. ?
Verb (abbreviation for verb) Work plan for the second half of the year?
1, strengthen the study and improvement of business knowledge, innovate working methods and improve work efficiency. ?
2. Further strengthen the daily management of the customer service center, clarify the tasks, and be rigorous and orderly. ?
3, combined with the actual situation, from the details, closely linked to the leadership intention, coordinate internal and external relations, for the leadership to share problems. ?
Personal work planning of property management?
I. Overall working objectives:?
1, firmly grasp the sanitation, improve the quality of road cleaning, and ensure the environmental sanitation of the development zone in the city. ?
2, the development of greening, to ensure the completion of the development zone issued by the green maintenance and green cleaning tasks. ?
3. Actively expand other engineering businesses and improve economic benefits. ?
4, to ensure safety in production, strengthen safety awareness, especially to ensure the safety of vehicles and road sweepers. ?
5, improve the service consciousness and service concept of all cadres and employees. ?
6, safeguard the legitimate interests of workers, improve the welfare of workers, and ensure the stability of the workforce. ?
7. Strive to achieve an annual operating income of 5.2 million yuan and a profit and tax of 200,000 yuan. ?
8. Actively expand new business of property management, and plan to undertake comprehensive property management of high-speed rail international business district. ?
Second, the specific measures:
1. Strengthen political study, unify ideological understanding, and raise the awareness of all cadres and workers to serve the construction and development of the development zone. Communicate the new situation, new development and new changes in the development zone to employees and stimulate their enthusiasm for work. ?
2. Strengthen the staff's business skills training. In particular, property management personnel, including managers, maintenance personnel, order maintenance personnel (security guards), cleaning personnel and other different departments and different types of work, should regularly carry out property management knowledge and professional skills training, and regularly carry out fire protection knowledge training; Conduct safety education for drivers regularly. ?
3. Each department shall continue to implement the contract responsibility system, and the department head shall be responsible for all internal affairs of the department, and the department head shall be responsible for the company manager. ?
1) The company plans to formally establish a supervision department, which is subordinate to the company office and reports to the office and the general manager of the company. Since the establishment of the supervision department at the beginning of XX, it has played a great role in promoting the company's work, but the supervision is still not enough, and there is still a big gap from the expectations of the company leaders for the supervision department. The company plans to formally set up a supervision department in the second half of the year, strengthen the inspection and assessment of all departments, quantify the assessment indicators, and conduct the assessment twice a day, without going through the motions, formalism and fear of offending people. Fill in the daily assessment form truthfully, summarize the assessment at the end of the month and report it to the office, and reward and punish according to the company's reward and punishment system. ?
2) Major reform of the Environmental Protection Agency is planned. The implementation of the contract responsibility system, the sanitation team to implement the captain responsibility system, the captain signed the contract responsibility contract, fully responsible for sanitation work. At the same time, it is planned to contract in sections, and the regulatory authorities will assess and reward each section; The garbage transfer station (motorcade) implements the captain responsibility system, and the captain signs the letter of responsibility, and the scope of duties includes garbage transfer station, motorcade, security, muck disposal, etc. Sign a letter of responsibility with the driver to clarify the responsibilities, rights and interests of the driver, and further clarify the respective responsibilities of the company and the driver after a safety accident; The original garbage station was reformed and a new compressor set was installed. Strengthen the service function, improve the service level and increase the service to enterprises and institutions. It is planned to increase 1 closed sweeper, 1 dung suction vehicle and 1 sprinkler; It is planned to take over Qi Jing Road refuse transfer station. ?
2) Strengthen internal management in the office, and supervise and assess the labor discipline and performance of all departments of the company; Responsible for the comprehensive management of warehouse, automobile and other affairs; Organize the manager's office meeting and team leader meeting, summarize the monthly work and make the work plan for next month; Arrange the supervision department to check the work of each department every day; Further strengthen material procurement, warehouse management and oil management, and materials must be signed by leaders; The fuel ticket will be issued by the office in a unified way, and can only be refueled after being signed by the general manager, and the office will arrange someone to accompany it; Car maintenance and purchase of spare parts shall be the responsibility of special personnel, and the office shall make unified arrangements. ?
Property management financial work planning?
First, sort out the occupation information of the second phase owners and collect relevant occupation fees in time; ?
Second, timely recover the property management fee of the owner in the first phase of the next year to ensure that the funds are put into storage in time; ?
3. Recover other receivables in time, collect fees in time and deposit them in the bank; ?
Four, regularly clean up the contract and agreement every month, and recover the unpaid fees in time; ?
Five, resolutely abide by the financial procedures, strict audit, and never pay invoices that do not meet the procedures; ?
Six, supervise the cashier cashier cashier work, to ensure that the money is consistent, timely storage; ?
Seven, to assist the cashier to do a good job in the calculation and collection of the owner's secondary water supply costs; ?
Eight, strengthen the study of professional knowledge, improve their own service level and quality, and better serve the owners; ?
Assist other departments to do all related work. ?