Year-end personal work summary of house maintenance (1) I joined the X warranty center on xx, xx, XX, and it has been 20xx years in a blink of an eye. During this period, with the care of leaders and the help of colleagues, I have learned a lot, which is of great benefit to my life development. In this regard, I would like to express my heartfelt thanks to all leaders and colleagues.
During the short and long probation period, I seriously studied the articles of association of the company, strictly performed my personal duties, reassured the leaders and satisfied the owners. Summarized as follows:
First, study hard and summarize and improve.
As soon as I entered the Charm Warranty Center, I was entrusted with an important task as the on-site maintenance engineer in X area.
When I first came into contact with the service profession, I was not familiar with the business, and I was inevitably worried about my work-I didn't know much about many places, on the one hand, it made me feel like a mountain, and I felt that I had a long way to go.
However, with the care of leaders and the help of colleagues, this kind of worry soon vanished. When encountering difficulties, everyone patiently taught us: whether it is to take the owner to inspect the house, check the problem points of the house inspection list for maintenance, or feedback to inform the owner to re-examine and sign, release the morning meeting, or write and post letters, basic etiquette and on-site forensics photo collection. , won the support of all colleagues, especially the front desk information officer, and helped generously many times.
Everyone knows that I am new here and take special care of me. Every time someone kindly reminded me not to miss it, and even taught me how to cancel the order and close the problem point ... everything touched me. Philosophers say that a perfect team is the guarantee of success, and I deeply feel this in a charming big family.
In order to integrate quickly, I take a small notebook with me. When my colleagues remind me of something, I will write it down on the spot and then read it often to show my vigilance. Always sum up your own shortcomings, learn from others' strengths and improve your professional level. From ignorance to understanding, from the beginning to the details, I have been praised and supported by many owners, which makes me very happy and feels that my efforts have been rewarded.
Second, love and dedication, warm service.
Just arrived in the X area to be in charge, which happened to be a centralized delivery.
When I took the owner to inspect the house, I seriously answered every question raised by the owner, and explained in detail the planning of the community, the brand of interior decoration materials and the matters needing attention in house maintenance. Record the owner's dissatisfaction in detail, and distribute the problem points of the house inspection list to all subcontractors for maintenance in time; Inform the owner to re-examine the completed problems and sign the house inspection form.
Most owners are satisfied with our service, and our labor has been praised by the owners, which also adds a touch of bright color to the xx team.
After the delivery of the house, with the improvement of the occupancy rate of the owner, there are more and more maintenance problems. Every time I receive a repair report, I quickly go to the scene to check and confirm the non-man-made damage, fill in the maintenance plan and inform the owner, then send a bill to the workers to arrange the repair at the owner's house, and sign it after completing the task. Then I have been responsible for entering the house repair platform to cancel the order and close the problem point of the company's X network.
Third, handle affairs impartially and treat people sincerely.
Sometimes owners do not pay attention to man-made damage, such as planting flowers and watering a house, which leads to the expansion and deformation of the floor. Calling to complain is the quality problem of our materials. I will explain this situation after on-the-spot investigation. No matter whether the host growls loudly or cynically, I will be honest with him.
The Bible says that when other people's anger burns, you can only put it out if you treat it calmly. Most owners will be influenced by our attitude. I believe that if you treat others with sincerity, they will put themselves in your shoes. The company's system can't be chaotic. As long as it is not chaotic, others can't be chaotic.
Fourth, rigorous and meticulous, self-discipline.
Every time you go to the host's house, you should wear a shoe cover regardless of whether the host is in charge or not. It is one thing to say politely that "there is no need for chaos at home", and it is another to abide by the company system.
Once in a repair shop, the owner was very cheerful and seemed to be a cultural person. He also handed it to the construction workers when he smoked it himself. I resolutely stopped "you can't pick up cigarettes and smoke in the master's room". The host advised that "rules are nothing more than human feelings." I replied, "Human feelings are not a bad rule." The host smiled, no longer reluctant, but also praised our xx "self-discipline, people always respect."
Five, love the owner, timely feedback.
Based on the service concept of "thinking for the owner and taking the owner as the center", I will call the owner after each maintenance and ask him if he is satisfied and what needs to be improved. Frequent communication with the owners has also enhanced mutual trust and understanding.
Sometimes enthusiastic hosts will also send some small gifts, such as mineral water and snacks. I am deeply grateful and refuse to take "serving everyone is my job responsibility." Some owners also posted praises on the charm forum, and even wrote poems to each other. "There is a heroic spirit, and it is difficult to solve worries between talking and laughing ... Love is one in a million. Who said that women are not as good as men?" So kind, I can only thank him for his love.
Although I am young and have limited work experience, I will give full play to the advantages of young people, such as studious, diligent and energetic, and strive to become an outstanding talent and contribute to the development of the company. With the care of leaders and colleagues, I will be more confident to do a good job in the maintenance of area X.
Personal work summary at the end of the year to carry out house repair (II) Under the joint action of natural, man-made and time factors, residential properties will be damaged to varying degrees sooner or later, which will directly affect residents' living and working in peace and contentment. Therefore, property maintenance is a daily management work. Because of "three points for construction, seven points for management" and "small holes are not filled, and big holes suffer", in the maintenance management of residential property, daily maintenance management (also known as convenient minor repair service, minor repair service, window maintenance service, etc. ) became the basic work. Summary of Property Maintenance This paper discusses the daily maintenance management of residential property (referred to as "maintenance management") in order to attract more attention and deepen understanding.
First, the significance and key of maintenance management
As early as 20xx, the X Protection Department (later renamed as X Department) issued the scope and standards of house repair, and classified the property maintenance projects. Among them, "the daily maintenance projects aimed at repairing minor damage and keeping the original damage level of the house in time are minor repair projects", and its "comprehensive annual average cost is controlled below 1% of the current cost". The maintenance management mentioned here refers to all kinds of management functions exercised by the property management company on minor house repair projects, and its main links include repair report, survey, scheduling, planning, organization, acceptance, spot check, settlement and return visit.
Maintenance management is the regular and continuous basic work of property management companies. In order to restore and ensure the normal use function of residential property, managers and maintenance personnel must take various measures to repair all kinds of minor losses and defects that have occurred in time, effectively prevent the development of minor losses and minor defects and their possible consequences, alleviate the predicament caused by residents' dysfunction as soon as possible, and control the maintenance cost (lump sum) below 65,438+0% of the current cost. In other words, no matter what the original quality level of the property is, no matter the intact house, basically intact house, generally damaged house, seriously damaged house or dangerous house, during the whole life of the property (the age of the house), as long as the property part fails due to damage, after the residents report for repair (such as sudden power failure and water stoppage). ) or no one reported for repair (such as broken walkway windows, etc. ), the property company should conduct pre-inspection and maintenance in time. After the repair, the original damage degree of the house remains unchanged.
Here, "timely repair of minor damage to houses" has become the fundamental requirement and key word of maintenance management. To achieve "timely maintenance", it is necessary to emphasize "timely maintenance rate" and "qualified quality rate", and require property management companies to take the initiative to carry out planned, systematic and seasonal maintenance of properties.
Second, the characteristics and significance of protection management
Maintenance management has the following four characteristics:
1, maintenance task, with wide scope and large quantity.
The complexity of residential property (property area) determines that every house with different types and structures, different areas and different parts of each house, and different operators of each house will have repair needs caused by property dysfunction. Therefore, the maintenance task is wide and large, and the location and time are scattered. It is not as fixed as the site of major repairs and medium repairs, nor as concentrated as the work of security, cleaning and green protection. According to the experience of traditional housing management and the relevant provisions of the real estate administrative department, the scope of maintenance includes:
1) roof leakage, repair roof, flooding, roof, etc.
2) Renovation of steel and wood doors and windows, hardware replacement, glass matching, window screening replacement, painting, etc.
3) Repair the ground of the building and replace some dead wood.
4) Repair internal and external walls, plastering, windowsill, waistline, etc.
5) Dismantle and build by laying bricks or stones to repair local walls and individual arch rings, and dismantle and replace individual lintels, etc.
6) Replace individual purlins, lintels, roof trusses and wooden columns, and repair wooden stairs;
7) Troubleshooting of water, electricity, heating and other equipment and maintenance and replacement of spare parts;
8) Dredge sewer pipes and manholes, and repair open ditches, aprons and downspouts;
9) Temporary reinforcement and maintenance of dangerous components found in house inspection.
As can be seen from the above, the contents of daily maintenance of residential property are numerous, diverse and scattered. Maintenance workers often "hit a gun for a place", which is highly mobile and difficult to control in management.
2, technical jobs, complex and diverse.
The diversity of residential property structure, decoration, equipment and facilities and their composition determines the complexity and diversity of damaged projects and technical jobs. Therefore, although some projects are relatively simple in technology, they attach great importance to the close cooperation between different types of work. For example, when changing pipes, plumbers often encounter bricklayers' work; Trenchers often need the assistance of green chemicals in construction; When painters paint doors and windows, it is indispensable for steel window workers or carpenters to cooperate. Therefore, maintenance management requires maintenance workers to be skilled (all-rounder), and maintenance techniques, techniques, methods, materials and tools should be changed frequently according to actual conditions.
3. Poor construction site conditions.
In the process of minor repairs of residential property, whether indoors or outdoors, it is easily affected by seasons, climate and environment. Sometimes the site construction conditions are poor, the turnover is inconvenient, it is not easy to remove construction waste, and it is necessary to accept the direct supervision of the operators. Therefore, higher requirements are put forward for the quality of maintenance projects (qualified rate) and the comprehensive quality of service providers (including cognitive ability and adaptability, service attitude, labor discipline, etc.). ).
4, repair operators, higher requirements.
From the point of view of residents' emergency repair works, although it is a "trivial matter", it directly affects the use function, and many of them are of an emergency nature, which is related to the normal supply of "water" and "electricity", and is called "hydropower emergency repair works", such as power failure and leakage of indoor lines, sudden failure in elevator operation, etc. If it is not repaired in time, the normal life of residents will be interrupted. Another example is that the handrails of balconies, terraces and escalators are loose, which is dangerous to some extent, and accidents are likely to occur if they are not maintained. Some of them are not emergency projects, but they should not be taken lightly. There was such a case in Shanghai. The window glass of the public walkway was not replaced in time because of damage, and the rain entered, which was cold and frozen, causing an owner to slip and fracture. Therefore, residents are often impatient and often don't understand (or service providers lack patience) when applying for maintenance. When applying for maintenance, residents should not only pay attention to the actual effect, but also pay attention to the space-time effect, save labor, time and trouble, and provide polite service and smiling service.
The above four characteristics fully show that although maintenance management requires less man-hours and costs, it belongs to the category of "minor repairs and minor repairs", but it cannot be taken lightly. "the interests of the people are no small matter." To further strengthen urban management and promote the construction of urban spiritual civilization, we must start from the details. The subtlety lies in the "small things" in management. "Management is no small matter" and "details determine success or failure" are famous sayings that are often emphasized in micro-management, and property management is a typical micro-management. Because of the amplification effect, superposition effect or chain effect of "small things", it will bring management regret.
Maintenance management can not only ensure residents to live and work in peace and contentment, but also enable property management companies to win more satisfaction rates, thus improving and enhancing the corporate image, alleviating the pressure of major and medium-sized repairs, delaying the maintenance cycle of houses and prolonging the service life of properties, and also providing data basis for survey and construction for major and medium-sized repairs and comprehensive maintenance. Therefore, it is the most frequent and direct service for the people, the convenience and the benefit of the people, and it is also the "window" service with the strongest service. This is the reason why minor repair services often become a hot topic in society, and it is also the reason why party and government leaders at all levels often emphasize on different occasions that maintenance services must be "called, repaired in time and repaired well". The foundation of maintenance management in property management is beyond doubt.
Three. Types and requirements of maintenance management
The types of maintenance management include:
1, sporadic maintenance
Sporadic maintenance refers to minor repairs determined by the actual situation when the property components are suddenly damaged or actively maintained, and residents apply for maintenance. Sporadic maintenance has a wide range of repairs, simple engineering technology, strong suddenness and tight time. Among them, the acquisition of maintenance tasks (orders) includes passive window repair, telephone repair and box repair; Second, active managers visit or set up stalls at fixed points to make maintenance work ahead of residents' application for maintenance. In management, we must implement the principle of reporting first and then repairing, and the operators should report first and do it first to ensure that the maintenance list is not overstocked.
Traditionally, the administrative department of real estate stipulated that the maintenance management must be: "there is acceptance and registration, there is a special person to handle it, there is a time limit for completion, there are work standards, there are complaints and answers, and there are records of results". In order to ensure the timely repair rate, it is also proposed that the emergency repair project should not stay overnight, and the general project only takes three days. Later, it was added that the emergency repair of water and electricity should be rushed to the scene within 2 hours and repaired within 24 hours. If it can't be repaired, a time-limited commitment should be made.
2. Planned maintenance
In order to practice the purpose of property management-property preservation and appreciation, property companies should not only be responsive, but also find food to do. Planned maintenance refers to determining the scientific periodic maintenance cycle, scientifically designing the periodic table of building maintenance and the periodic table of equipment and facilities renewal, and formulating various maintenance systems of building components, such as: sewer and manhole patrol dredging system, door and window regular painting system, exterior wall and public walkway ceiling regular painting system, circuit open wire and dark wire regular inspection system, elevator daily maintenance system (annual, semi-annual and weekly maintenance) and so on. Or according to the housing units (households, groups), or according to the type of work, or according to the season, periodic inspection and maintenance. For example, according to the seasonal characteristics, different planning tasks are arranged, such as water pipe wrapping before winter and leak detection before typhoon and flood in Meiyu. Planned maintenance is pre-inspection, sometimes called "pre-inspection maintenance". In the pre-inspection, it should be repaired thoroughly and the labor cost is less, which is different from medium repair or overhaul.
The main difference between sporadic maintenance and planned maintenance is that the former is sudden and one-off, while the latter is planned and periodic. Both require active service, but the initiative of planned maintenance is stronger and the gold content of property management is higher.
Four, some suggestions to further improve the maintenance management
"There is no trivial matter in property management". Once the daily management is relaxed, it is easy to have the consequences of "one year is new, two years are old, three years are chaotic, and four years are beyond recognition". During the inspection, it was found that management operators did not follow the management standards and procedures from time to time, and some managers lacked ideas and acted slowly. They are used to top-down sports rectification and are not good at institutionalized and standardized long-term management. Although the relevant government departments constantly regulate the property management industry from the perspective of people's livelihood, most property companies meet the standards or create excellence, and the overall level continues to improve, but the phenomenon of "three differences" still exists and the management results are repeated. Minor repairs and maintenance are basically in the state of "you report to me for repairs, but you don't report to me for repairs", and active planned maintenance has become a weak link, leading to many small-loss and small-bad projects, such as rust of rigid windows and paint falling off, which has become a big loss. There are even cases where houses have been reported X times for failure to maintain, and some communities "don't report my leave" or even passively wait for the government's "practical project". Therefore, it is urgent to attract further attention from relevant parties.
1, improve the assessment index of daily maintenance and management of residential property.
The key to "minor damage and minor repairs in time" is the timely maintenance rate and the qualified rate of quality. Therefore, the most basic assessment index of maintenance management is "two rates". There are many factors that affect the "two rates" in practice, such as: lack of technicians in related positions; Service providers are irresponsible and perfunctory; Relevant personnel take leave due to sick leave, personal leave, reading and meeting; During the rainstorm season, the leakage of houses increased sharply and there was a shortage of manpower; The overall cooperation of related types of work is poor; The operator's skill is not too hard; Lack of maintenance technology generalists (generalists), etc. Therefore, we should always analyze the related factors that affect the "two rates" and summarize their laws. We should not only take general measures, but also take targeted measures, advocate seeking truth and being pragmatic, "keep promise" and implement the assessment.
Among the factors that affect the "two rates", the key is the "management" and "comprehensive quality" of operators. At present, property maintenance workers are mostly migrant workers, who generally lack training in maintenance skills and service concepts and are highly mobile. Therefore, in order to improve the internal comprehensive quality of the maintenance team, it is necessary to stabilize the team, explore the connotative development path, formulate the training plan that should be known and learned, carry out technical competitions, and reward the dedication and love for the post, rather than "dismissal" easily.
Finally, the family satisfaction rate should be evaluated. Residents' satisfaction rate includes "hard" and "soft" aspects, which is not only residents' overall evaluation of project quality (whether it is smooth, firm, safe, smooth and available), but also residents' psychological feelings about maintenance service attitude (whether it is timely, convenient, sincere and amiable). Timely maintenance rate and qualified rate of quality are of course included in the family satisfaction rate. "Customer is the emperor", and residents' satisfaction should be the ultimate and highest goal pursued by property companies.
2. Improve the main links of daily maintenance and management of residential property.
1) Repair report: fixed reception window, repair report box and special location; Establish a night duty system and implement 365-day all-weather service; Announce the charging standard for minor repairs; Announce the relevant commitments of the property company; No missing items were found in the maintenance application form. After registration, certificates will be issued and numbered centrally.
2) Investigation: The inspector estimates the materials and dispatches workers after investigation. If it can be solved in time within the same day or three days, it can be dispatched directly. In addition, the pre-survey will clarify the damaged parts and scope, repair projects and quantities, man-hour and material quota, safety facilities and tools requirements, and be responsible for making an appointment with residents for repair date, organizing balanced production according to priorities, preventing the backlog of single tasks, which is conducive to the reasonable combination of quota tightness and route distance, and implementing the repair responsibility;
3) Repair: The repairman will come to the house for repair according to the agreed time, wear the badge, identify himself, explain the purpose, carry out civilized construction, and implement the project with repair and transfer. After completion, it should be checked and signed by the repairer;
4) Acceptance: Check whether there is any mistake or omission in filling in the form, whether the maintenance worker has carried out the construction according to the requirements, whether there is any place to be done or expanded, whether the project quality, material consumption and depreciation material recovery meet the requirements, whether residents are satisfied with the maintenance worker's service attitude and service discipline, and whether the number of engineering maintenance times meets the application quota. Unqualified repair items should be supplemented with rework sheets in time. Settle the repair cost according to the repair standard and quantity;
5) Supervision: External measures include supervision telephone, complaint reception, hotline, issuing contact cards, issuing inquiry forms and visiting neighborhood committees. Internal measures include establishing a return visit system and a spot check system, formulating assessment methods and reward and punishment methods, negotiating untimely and unqualified projects, and timely reworking according to the warranty provisions.
3. Collate and revise relevant documents of property maintenance management.
After long-term and extensive practice, the traditional house maintenance management has developed a set of practices, and some aspects have formed relatively stable experience, but at present, it seems that the in-depth study, inheritance and promotion of its essence are not enough. For example, the maintenance management system with the goal of improving the intact rate of houses no longer exists. The "Regulations on the Maintenance and Management of Complete Houses for Employees in Shanghai", which was tried out in District X on xx, has been implemented for X years and has not been implemented so far. Therefore, it has become a top priority for the industry to sort out the original documents related to property maintenance management and modify, formulate and improve the existing documents related to property maintenance management.
4. Improve the maintenance management system and service mode.
The usual maintenance management system includes repair reporting system, duty system, investigation and appraisal system, maintenance responsibility system, return visit system, acceptance system, inspection system, assessment and reward and punishment system.
In the long-term maintenance management practice, many unique maintenance systems have emerged, such as the service system for special objects (families of martyrs, retired cadres, disabled people, lonely old people, teachers with more than 30 years). ); Ten major festivals (New Year's Day, Spring Festival, National Day, Tomb-Sweeping Day, Labor Day, Children's Day, Army Day, Teacher's Day, Senior Citizen's Day, Christmas) service system; All-round training system; Waste recovery system, etc. It also summarizes many effective service methods, such as: 365-day balanced service, four-season hot service, left-behind cleaning service, key services such as danger, leakage, blockage, water, electricity and green, and three "three" services (active door-to-door service three times a quarter, each maintenance order can only be cancelled three times, and the house.
Summary of personal work at the end of the year for house repair (3) Time flies, and the short and substantial probation period ends in this snowy winter. It's almost a year since I joined the big family of xx. During this period, with the care of the company leaders and the help of my colleagues, I learned seriously, based on my own work, and consciously performed my duties, and quickly became familiar with and adapted to the new job and working environment, and successfully completed the tasks assigned by my superiors. During the probation period, I was deeply infected by the company's culture. I really look forward to becoming a member of the company and contributing to the development of the company's construction industry. During my time with my colleagues, I found myself working hard and making great progress. In this team, I learned a lot that I have never seen before. This is not only a job, but more importantly, this big family gives me the opportunity to exercise and show myself, and provides me with a very good stage. I would like to express my heartfelt thanks to my family for their concern and help. Now make a summary of this year's work and study:
First, the ideological aspect.
At the beginning of my work, I carefully understood the company's development, learned the company's management regulations, became familiar with the daily work of maintenance engineers, and strived to improve working methods and means and improve my working ability to meet the challenges in my work. Strictly abide by the company's various systems at work, keep in mind the company's values of "honesty, truth-seeking, courage to be responsible, excellent quality, effective communication and people-oriented", and always remind yourself.
With a positive, serious and responsible working attitude, I humbly ask leaders and colleagues for advice when I encounter things I don't understand, and at the same time, I work hard to learn all kinds of business knowledge and keep learning and accumulating, which greatly improves the work efficiency and quality and completes all the tasks well.
Second, the work.
My job is mainly the post-maintenance management of X project. At the beginning of X, Manager X asked me to inspect the second phase demonstration area from the owner's point of view, and found as many problems as possible to lay a good foundation for the smooth delivery of the house next year. After half a month's careful inspection, we found some problems that we didn't pay much attention to before, mainly the cracks in the plaster layer of balcony and wall, the lack of sealant in doors and windows, and the color difference caused by wall repair. After I finished, I made a preliminary maintenance plan and asked the manager to check the maintenance plan for me. As the maintenance conditions are no longer available, the general contractor is required to organize manpower to carry out maintenance work after X next year. I treat the work with a very positive attitude, supervise the construction unit to make preparations before delivery, and contribute to the creation of our excellent project.
While inspecting the xx demonstration area, I also visited the vacant houses in the first phase with Wan Gong for many times, refining the causes of leakage and defining the responsible party for maintenance. X households in the first-phase vacant house and custody house found many water leakage problems. Upon inspection, there is a leakage problem in household X, which is covered by the general contractor's warranty. After all the sorting is completed, send maintenance letters to the three general contractors, asking them to enter the site for maintenance around X next year. If it cannot be repaired in time, it will be entrusted to other units, and the relevant expenses incurred will be borne by the original general contractor. And send the details to the leaders and colleagues for inspection in the form of email to guide me to make plans and make responsibility judgments. The leakage of the first phase is sorted out, hoping to provide some help for the maintenance of the first phase next year.
Recently, the leader arranged for me to be familiar with the fine decoration drawings of the second phase model room and assist in the management of the fine decoration construction of the second phase model room. After reading it carefully, I have basically printed the decoration drawings in my mind, and all the doubts on the drawings have been recorded. Try to lay a good foundation for the future construction management between examples. Present the perfect side of the company to the owner.
Third, study and live.
In the process of work, I deeply feel the urgency of strengthening my own study and improving my own quality. First, learn from books, insist on squeezing out a certain amount of time every day to constantly enrich yourself, correct attitude, improve methods, and widely absorb all kinds of "nutrition"; The second is to learn from the comrades around you. At work, I always maintain a modest and prudent attitude, take the initiative to consult leaders and colleagues, and learn from their diligent and pragmatic work style and methods to deal with problems; Third, learn from practice, apply what you have learned to practical work, test what you have learned in practice, find out the shortcomings, improve yourself, and prevent and overcome the tendency of superficial knowledge.
Over the past year, with the help and support of leaders and colleagues, I have made some achievements, but I know that I still have some shortcomings and deficiencies, my theoretical foundation is not solid, my business knowledge is not comprehensive enough, and my work style is not mature enough. In the future work, I will strive to guard against arrogance and rashness, strengthen my belief, strengthen theoretical study, accumulate experience and lessons, constantly adjust my way of thinking and working methods, hone myself in practice, and become a maintenance engineer who satisfies my leaders.
To do a good job, I think the most important thing is to have a sense of responsibility. If you have a responsibility, you will try your best to finish it and do it well. Only by loving your work in this way will your work like you. Don't be discouraged even if you fail, sum up the lessons of failure and strive for success next time. In any case, we must always maintain a positive and optimistic attitude in our work and life in order to work better and live more wonderfully. Here, I apply for becoming a full member, imploring the leaders to give me the opportunity to continue to exercise myself and realize my dream. I will do my job with humility and full enthusiasm, create value for the company, and look forward to creating a better future with the company!