Chapter 1: Summary of property management in public institutions Last year was a year of rapid development, promotion and harvest for public institutions. During this year, with the support of the company's leaders and the leaders of developers at all levels, A Property Management Office has always implemented the principle of "owner first". According to the actual situation of A Property Company, while providing good services, it has rationalized and improved the annual work summary of property management, and initially achieved the management requirements of "engineering procedures, standardized operation, practical use and scientific management". The property management work in the early stage of the community gradually stepped onto the standardized track, and the property management work achieved the necessary results, which was well received by the community owners. The annual work of property management is summarized as follows:
First, complete the daily work target management
(1) Housing management Housing management is one of the important materials for the annual work summary of property management. In order to do this work well, we have established a perfect housing management file, formulated a housing management system, formulated a detailed management plan, and sent people to check it regularly. There is no damage to the decoration of the household house, the appearance is unified, and there is no behavior that damages the structure of the house. The vacancy rate is 95%.
(2) Management of public facilities and equipment In order to ensure the normal life of residents in the community, we have formulated a perfect maintenance plan and emergency plan for the management of public facilities and equipment, so that daily inspections are registered and minor repairs are recorded. The maintenance telephone is answered 24 hours a day, and 17 minor repair work and 3 emergency maintenance work are completed throughout the year, so as to meet the management requirements of maintaining facilities and equipment in place, timely maintenance and normal operation.
(III) Greening Management In order to create a beautiful living environment for the owners, we strictly implement greening management measures, cooperate with the supervision, construction and maintenance of greening companies, timely issue rectification notices and reasonable suggestions for problems arising in the construction and maintenance of greening companies, urge them to rectify, and make simple warning signs and fences when greening warning signs are not in place, and strengthen greening protection management, so that the green space is basically free from damage, trampling and public phenomena, and greening is completed.
(IV) Management of Environmental Sanitation In terms of environmental sanitation, in view of the gradual improvement of the residential environment, we organized regular and irregular cleaning, formulated strict cleaning procedures and assessment methods, and bagged and fixed-point stacked decoration garbage, centralized transportation management, strengthened the sanitary inspection of the residential area, and ensured the cleanliness and beauty of the residential area. The class slogan rhymes with domineering.
(V) Safety precautions in residential areas Safety precautions and fire fighting in residential areas are the top priority of property management. In order to bring a safe and comfortable living environment to the owners, we pay close attention to the public security and fire control work in the community, regularly conduct on-the-job training and assessment for security personnel, formulate strict on-the-job assessment standards, adhere to morning exercises and meetings every day, improve the physical quality and daily work management of employees, and strictly implement the working procedures and patrol inspection system. Security personnel are required to inspect carefully, be polite on duty, observe discipline and be polite, and be brave in management when encountering bad people and things, so that security work was in good condition last year.
Second, the key work completed this year
(1) Property management before the owner moves in.
(1) Be familiar with the construction of various facilities and equipment in the community; After check-in, in order to get familiar with the construction situation and equipment installation in the community as soon as possible, our staff are not afraid of hardships and tiredness, running the construction site and climbing tall buildings in the scorching sun, and have mastered a lot of first-hand information, which has laid a solid foundation for the later work and has been praised and praised by the developers.
(2) according to the actual situation of the community, complete the work plan and put forward reasonable suggestions; After getting familiar with the various situations of the community, we completed various management schemes of the community according to the actual situation of the community, such as vehicle management scheme, public security management scheme, decoration management scheme and so on. * * * 9 items, and put forward a reasonable suggestion of 1 1, which was adopted by the developer, that is, set up milk boxes in the lobby, install green spraying systems, and connect some rainwater pipes to the underground pipe network.
(3) do a good job in the early training of security guards; Security work is the window of property management. In order to ensure the pre-service quality of community security, our office arranged security guards to be trained one month in advance, and formulated detailed training plans and schemes and assessment methods to strengthen the security guards' own quality and professional skills, so as to ensure that the owners have a security team with good mental outlook and professional quality to serve the owners after moving in. The work of the security team was well received.
(4) Cooperate with the sales work of the developer; In order to cooperate with the sales work of the developer, I arranged a special person to cooperate with the sales work of the sales department in the early stage, patiently answered customers' questions about property management, and made two xxxx billboards to promote the company's property management services, which achieved the necessary results. In addition to sending special personnel to cooperate with the sales department, all staff also put down their holidays to cooperate with the sales work of the "Eleventh" Sales Golden Week. Our work has been affirmed and praised by the sales department.
(5) Make preparations for the owner's occupancy and successfully complete the handover; In order to welcome the owner to move in and successfully complete the handover work, with the guidance and help of the company, we have done a lot of preparatory work and prepared a lot of check-in materials and necessary documents. Such as occupancy notice, preliminary property management agreement, etc. * * * 12. Based on the principle of convenience for the owner and service first, our office has formulated the process and post of check-in procedures in combination with the actual situation of the community, and set up the owner's check-in notice, check-in procedure flow chart, decoration notice and decoration procedure flow chart, so that the owner can see at a glance when handling various procedures. Make the delivery work go smoothly. At present, the owner of 139 has gone through the check-in and decoration procedures.
(2) Strengthening service management and improving service quality;
(1) Establish the concept of home-based and humanized management service in residential areas.
After moving in, we adhere to the service spirit of family-oriented, humanized management and "people-oriented"; The needs of the owners are the center of our work. In order to provide services and let owners enter the community, we feel a warm feeling. We provide special care services to the owners with difficulties in living in the community and provide quality services, such as 1- 1-50 1. The master's husband is a sailor. Because he has not been to work for a long time, there are only the master and children at home. In addition, it also provides free agency services such as telephone, broadband, electricity saving, etc., so that the owners have a feeling of "it is difficult to find a property" and the service work has been well received by the owners.
(2) Doing a good job in maintenance service is an important part of property management, so we are very concerned about the timely rate and completion rate of maintenance work.
In order to do a good job in the maintenance of houses and related facilities, we worked closely with developers, construction teams and manufacturers to determine the maintenance procedures and methods, and successfully completed the goal of no legacy maintenance before the year. This year, 157 maintenance complaints were accepted, 152 were settled, and 13 1 piece was settled in time, with a settlement rate of 96. 8%, the timely rate is 83. 4%。 In terms of public facilities and equipment, we timely and regularly carry out maintenance and inspection of various facilities, and timely repair and deal with problems when found. For example, on February 30, 65438, the floating ball valve of the residential reservoir broke down. After inspection by the management personnel, in order to let the owner use water normally, we first carried out serious maintenance, and then notified the manufacturer to investigate the reasons to ensure that it would not affect the owner's normal water use.
(3) Strengthen the management of residential decoration.
Decoration management of residential quarters is an important part of early property management, which involves the service life and safety of properties and the integrity and beauty of residential quarters. We have done a lot of work in this regard, and formulated detailed management systems according to the actual situation and management requirements of residential quarters, such as decoration instructions and roof garden management regulations. , and insist on checking the decoration households every day, make records, solve problems in time, and adhere to the principle. Last year, * * * handled 32 cases of illegal construction, and these cases have been rectified. Ensure that the main structure of the house is intact. In terms of housing appearance, adhere to the system to ensure that the appearance of the community is unified, intact and beautiful.
(4) Listen carefully to the opinions of the owners and solve problems for the residents in time.
Good job recommendation and management recommendation of the owner are our working principles. Therefore, we can carefully record the problems reflected by the residents, deal with them in time, improve communication with the owners, patiently explain them to the owners, and solve the problems for the residents in time, such as parking the owners' cars and decorating the sand piles for the owners. Our service concept of "thinking for the owner and taking the owner as the center" has achieved good results and won unanimous praise from the owners.
(three) to improve the management level and promote the quality of property management;
(1) Organize employees to carry out employee ethics and management skills training to improve their professional quality. The comprehensive quality of managers is closely related to the quality and level of property management services. In view of this situation, combined with the fact that most residents in the residential area are new employees and have been in contact with property management for a short time, I have formulated detailed training plans and assessment methods, regularly trained employees in their thoughts and owners' management level, and regularly conducted security business skills examinations, which enriched employees' thinking and improved their management skills. Last year, * * * organized six personnel trainings and four skill examinations.
(2) Establish and improve scientific management methods by using advanced management methods; We keep up with the pace of social development and use computers to manage the charging accounts and management schemes of various files in the community, which greatly improves the work efficiency, makes the foundation and work of the management office reach a new starting point and lays a solid foundation for future Excellence.
(four) do a good job in external coordination and management; Good external coordination is the key to the smooth development of property management. To this end, we worked closely with the developers and took the initiative to contact Hongshan Real Estate Bureau, Urban Management Bureau and Telecommunications Bureau to successfully complete the sanitation operation; Apply for house number, entrustment contract, service agreement filing, telecommunication bureau agreement signing, etc.
Three. Existing problems and lessons.
Although we made necessary achievements in last year's work, there are still many places that need to be improved and strengthened.
First, the overall quality of managers is not high, the sense of service is not strong, all aspects of thinking are not comprehensive, and the potential of actually handling affairs needs to be improved;
Second, there is not enough communication and understanding with the owners.
Third, the management of equipment and facilities needs to be strengthened. In view of the above problems, we will learn the experience and lessons from our work in 2002, strive to improve the owner skills and management level of our employees and do our work better.
Annual work summary of property management: In the new year, we will speed up the pace, constantly improve our own property management level, and constantly improve the management of the community, so as to contribute to the early entry into the excellent property management community and the development of a property company.
Chapter II: Overview of property management in public institutions Looking back on the coming 20xx years, my work is also experiencing extraordinary. 65438+ February, I returned to xx with a simple mood. I started a new environment, and my work materials were wrapped in familiarity and unknowns, which prompted me to make more efforts to learn and challenge. A few months have passed in an instant, and the work is proceeding in an orderly way. At the end of the year, everyone should sort out the past and plan the future. At this moment, I will summarize my work in the past year as follows:
I. Property service work
Property management mainly includes all occupancy matters, daily maintenance, complaint handling, fees, infrastructure equipment maintenance, environmental sanitation, and pest control for new owners; There are also study and training, inspection by higher authorities, etc. The main work of the management office when urging the payment of management fees and rectifying the problems of public facilities and equipment in the community in 20xx. Combined with the actual situation, on the basis of further understanding of the service fee agreement collection method, with the full cooperation of colleagues in various departments of the property company, some work was successfully completed.
Second, the work of the office.
Office work is also one of my work areas. I have a lot of work. To deal with complicated and trivial work, we need to strengthen our work consciousness and pay attention to speeding up the pace of work. Improve work efficiency. Mainly do a good job in the following two aspects:
First, data input and file arrangement. For the information files and relevant meeting minutes involved in the management office, I carefully input and print, make forms and documents according to the work needs, and draft statements. Twenty archives management work. After arriving at the management office, the systematic and standardized management of archives is my routine work. I use the method of combining normal maintenance with regular centralized sorting, classify and file the files, and register them well.
Third, do a good job in the financial work of the management office
Do financial work patiently and meticulously. Since I took over the financial management, I have carefully checked the financial accounts, cleaned up the financial relations, strictly implemented the financial system, and made every account well, ensuring the balance of payments.
First, do a good job in every entry and exit account. I can record and register every entry-exit account according to the classification rules of accounts. At the same time, carefully check the bills and make detailed records.
Second, do a good job of monthly routine reconciliation. According to the financial management system, I refine the income and expenditure of the month, prepare financial statements regularly, and reconcile the accounts in time according to the company's requirements. There are no omissions or misstatements.
The third is to control expenses reasonably. Reasonable control of expenses is an important link to achieve profitability. I insist on starting from the interests of the company and assisting the leaders of the management office in financial management. In the recurrent expenditure, strictly control procurement, consumption and supervision, prevent extravagance and waste, and put forward some reasonable suggestions.
Fourth, be responsible for the greening and maintenance of the park.
At present, there is a shortage of greening personnel, and it is in winter, and the greening situation in the park is more severe, mainly in the following two aspects:
First, do a good job in the daily maintenance of park greening and facilities;
The second is to clean up the road and every corner in time, eliminate snow, and do a good job in handover and acceptance.
Chapter III: Overview of property management in public institutions. Looking back on the work in the past year, with the leadership, care, guidance and help of the Party Committee of the Bureau, the cadres and workers of the property center worked hard to overcome various difficulties and successfully completed the annual work responsibility plan. These achievements can not be achieved without the strong support and help of superior leaders. We will sum up the experience and lessons in the future work, find out the shortcomings, and lay a solid foundation for further improving the service quality and work level.
The working nature of the property center is to take quality service as the working purpose, and earnestly do a good job in the cleaning service guarantee of the bureau, the municipal charity, the xx building and the xx family hospital to ensure that the bureau and the North and South family hospitals have a good working environment and living environment; At the beginning of xxxx, the leading group of the property center formulated the annual work responsibility plan according to the work deployment of the bureau party group. In practical work, the property center must adjust and coordinate all aspects of the relationship according to the work requirements of the superior leaders and complete all tasks outside the annual work plan. For example:
1, complete the political study task deployed by the bureau, so that all cadres and workers are highly consistent with the party group of the bureau politically and ideologically.
2. Renovation, cleaning and disinfection were carried out to solve the problem of water leakage in the pool of North Family Courtyard.
3. Improve the kindergarten lease contract of North Family Courtyard, and repair and maintain the leaking house.
4. According to the requirement of "double innovation", the North Family Courtyard blocked the garbage passage in the corridor and made and installed a new trash can.
5. Dredge the sewer blockage in North Family Courtyard, and dredge the septic tank to 19 vehicles.
6. Up to now, the bureau has completed (including Love Supermarket). The repair, maintenance and replacement of the city charity club, Fucai Building and two families in the north and south reached 280 times.
7. Maintenance and treatment of rain leakage in the top floor of Nanjia Courtyard 19 households.
8. Coordinated and completed the renovation and greening of the ground of Nanjia Courtyard.
9. Maintenance and treatment of water seepage in the basement (6 places) of Nan Family Courtyard.
10 according to the specific requirements of the city's "double innovation" work, formulate various rules and regulations, strengthen the safety education of doormen in two family hospitals, and basically put an end to the long-standing problem that bicycles and electric vehicles are often lost in two hospitals.
165438+
12. Effectively manage and coordinate the heating work of Nanjia Courtyard to ensure the normal operation of heating.
Xxxx is an extraordinary year, with heavy learning tasks. Other work activities are more than in the past. The first is to create a national excellent tourist city activity; Then the city's "double innovation" work puts forward new requirements and challenges for the service guarantee of our property center. All the cadres and workers in our property center are thinking together and trying to make it work in one place. With the strong support and help of the superior leaders, the sanitation, cleaning and transportation of the office building and the two family homes in the north and south have been well completed. In particular, CCTV came to our bureau twice to shoot and the Ministry of Civil Affairs, provinces and cities organized many guided tours and double-innovation inspections. The office building of the bureau has always maintained a good sanitary environment and has been well received.
Summing up the work in the past year, although some achievements have been made, there are still some shortcomings:
1, individual cadres and workers pay insufficient attention to theoretical study, their enthusiasm is not high, and there is a certain gap between theoretical level and work level;
2. Individuals lack initiative and even liberalism in their work, and their sense of obedience and service is weak. These phenomena must be overcome and improved in future work. Education cadres and workers should focus on the overall situation, do their jobs well, reassure leaders and satisfy residents, which is the center of all our work.
Work plan for next year
1, through the east wind of the party, organize cadres and workers to seriously study and implement the spirit of xx document, integrate theory with practice, and make our work reach a new level.
2, continue to run the bureau, the north and south two family homes, to create a good working and living environment for the overall cadres and workers.
3. Do a good job in the Bureau, the Municipal Charity Federation, Fucai Building and two families in the north and south.
4. Do a good job in sanitation, cleaning, demolition and security of the two family homes in the north and south.
5. According to the work deployment of superior leaders, formulate and complete the annual work plan and other tasks assigned by superior leaders.
Chapter IV: Summary of property management of public institutions: On October 5th, 20xx/kloc-0, 10, xxx property entered xx Qianhu Campus. In the past academic year, all the staff of our institute have been United as one, working hard, fighting bravely and innovating constantly, further improving and improving the company's management and service quality, and achieved gratifying results: an excellent property management team has been established, a scientific management model and advanced management concepts and methods have been established, and a professional division of labor system combining service and management has been formed. Over the past year, we have carried out a series of work closely around method planning, brand building, internal management, information communication and service performance.
Method planning
Change the concept of property management from the method.
Since the establishment of Tian Jian Property, the management concept has undergone a profound change from "management" to "service", abandoning the attitude of being a manager in the past and advocating a brand-new service concept of "service education, owner first". Tian Jian property has been experiencing severe challenges from the internal and external environment in the development process, but the concept of serving owners and users has always been continued and has been widely praised. However, the management of the company is not satisfied with the gratifying achievements, but sincerely faces up to the problems existing in the service process, such as weak service professionalism, low service connotation, low employee treatment and high cost. Since the beginning of this year, the company has sized up the situation and started to pay close attention to safety precautions, environmental sanitation and maintenance, striving to build a brand and improve the company's operational efficiency and competitiveness.
brand building
Brand, with high quality as a solid foundation, the company regards how to improve the quality of property management services as the company's first choice.
First, take effective measures according to ISO system.
At the beginning of its establishment, the company formulated a good quality plan, defined the company's quality objectives, requirements and expectations, and met the needs of owners and users with the most suitable service quality. Over the past year, the company has been aiming at passing the audit of ISO9000 and ISO 14000, and at the same time, it has further demonstrated the image of the company's related quality services to owners and users.
Second, form a quality system centered on customer satisfaction.
Since the company settled in, it has been taking "customer satisfaction, owner first" as its work center, further confirming the company's owner-centered business service concept, and the company will continue to implement and improve service quality and service performance in the future.
Three, the establishment of Tian Jian property zero defect target.
After the establishment of the company, after repeated discussions and discussions, it is believed that if we want to be unique, we must do our work with zero defects: service with zero defects; Zero defects in operation; Equipment zero failure; Four zero defects and zero hidden dangers. Obviously, the owner is not always right, but always the most important customer demand, and is fully prepared to meet the demand and carefully prevent possible problems.
inner management
I. Human resources
Human resources are an important guarantee for the company's development. At the beginning, due to the special location, the quality of personnel was low. But at the beginning of this year, in order to improve the company's competitiveness, our company conducted employee knowledge training attentively, which made employees become "multi-functional" and achieved remarkable results. Staff training includes: corporate culture training, professional and technical training, etc. Personality is to train managers in property manager qualification examination, and to train security forces in fire fighting knowledge and professional knowledge. Through training, the comprehensive quality of employees has been improved, their working attitude has been improved, their spirit of unity and cooperation has been stimulated, and the service quality has been greatly improved.
At present, the company has built a relatively complete pool of human resources, with great professional potential and outstanding comprehensive potential. Enterprise planners who can make suggestions have brought a broad space for the company's development.
Second, rules and regulations.
At the beginning, because the company was just established, a series of systems and assessments were blank, which brought great inconvenience to employees' work. In accordance with the principle of "based on law and abiding by contracts", our company quickly promulgated a series of rules and regulations. Including: the responsibilities of each post, the management system and assessment methods of each post. The introduction of the system has clarified the responsibilities and authorities, and also pointed out the direction and brought the basis for the daily work of the company's employees.
Third, maintenance
At the beginning of students' occupancy last year, four student apartments were built at an extraordinary speed due to the hasty construction period, but the houses built at a high speed made it difficult to maintain after taking over. Since last year, our technical maintenance department has received maintenance requests from more than 4,200 teachers and students. However, due to the weak maintenance force last year and the fact that the equipment and facilities are still under warranty, most orders have not been repaired. Until the beginning of this year, our company tripled the number of maintenance personnel in one breath, maintaining around the clock, and at the same time increased the intensity of urging manufacturers to maintain, which quickly solved the original problem. Now our office has promised to realize the service promise of "minor repairs can't last overnight, major repairs can't last three times", but because all kinds of facilities are still under warranty, many maintenance matters can't be completed by our company. But our company still tries its best to repair it. Personality is the problem of messy wires between bedrooms in an apartment. In the case that the repair shop exists in name only, the maintenance personnel of our company have all been adjusted for six days and six nights, and the complaints of teachers and students have been solved with practical actions. Recently, our company has replaced more than XX lamps and cannons, more than 300 faucets and dozens of flushing valves in four apartments in one breath, making the maintenance rate of supporting facilities in apartments reach over 98%.
Fourth, safety.
1 and XX years, with the concerted efforts of Qi Xin, all security personnel, the safety precautions for teachers and students were successfully completed. However, with the gradual deepening of the work, our company's safety deficiencies and defects are gradually exposed, such as poor supporting facilities, low quality of personnel and insufficient professional knowledge. To this end, our company carried out a major safety innovation at the beginning of this year. First of all, the elimination system was implemented, and more than ten security guards were eliminated. Secondly, increase supporting facilities and purchase security clothing. The innovation of my work has raised the external image of my security guard to a new height.
2, safety work always implement the policy of school leaders loose outside and tight inside. Because of the time and environment of the school, it is more individual. Our company strictly implements the visitor registration system and the voucher access system. Since last year, our company has registered more than 50,000 visitors, ensuring the safety of student apartments.
3. In terms of self-management, the security guards of our company insist on meeting once a day and once a week for communication and review. At the same time, carry out professional knowledge training. Since last year, * * * has conducted six professional knowledge trainings, two fire-fighting knowledge studies and more than one month of military training. At the same time, strict safety assessment methods and workflow, as well as anonymous assessment system have been implemented. Reward excellent players and punish poor players.
4. In the management of foreign personnel, the security department of our hospital strictly controls the floating personnel, implements the system of visitor registration and seizure of valid documents, and patrols irregularly to ensure the safety of students' lives and property in the apartment. At the same time, due to more pre-construction, we also dealt with illegal structures, standardized the control of visiting vehicles, and created a safe, quiet and elegant student apartment environment.
Verb (abbreviation for verb) clean.
1, the cleaning department of our company can basically complete the tasks assigned by the company, seriously abide by the rules and regulations of the company and the management office, strictly implement the cleaning procedures, and clean the hall, bathroom and corridor of the apartment. Around the clock. Clean dustbins, handrails, doors, etc. All-weather, and clean up the garbage in time to create a clean living environment.
2. Our cleaning department implements strict assessment methods, adopts teacher-student supervision system and grading system, and implements it four times a month to ensure the work intensity. At the same time, mutual supervision is implemented, that is, security personnel supervise the work of cleaning personnel, and cleaning personnel also supervise the working status of security personnel. In this way, the two sides can restrict and encourage each other. It has also achieved remarkable results.
Other aspects of intransitive verbs
Since last year, we have found two mobile phones, nine wallets, 1000 cash, more than 200 campus cards, and many clothes and shoes. It has been well received by teachers and students. At the same time, our company implements convenience service, brings its own pump, encourages students to pump and open doors for free, sends sick students to the hospital for 8 times, and climbs the window to open doors for students for more than 65,438 times.
message communication
In the past year, our company's information communication has experienced a great leap from blank to perfect. At present, our company has the following channels to communicate effectively with teachers and students:
1. Set up a suggestion box in each building to let teachers and students have opinions on our work or attitude.
2. Issue consultation forms. We issue consultation forms to relevant institutions of the school so that they can supervise and guide our work.
3. Hold a student symposium. Since last year, our company has held six student symposiums, from which we got valuable opinions and suggestions. In the future, our company will continue to hold such meetings.
4. Publish the complaint telephone number. If teachers and students are dissatisfied with our employees, they can directly call our management office to complain, and we strive to give teachers and students a satisfactory answer.
5, establish a return visit system, resolutely implement the return visit time is not more than 24 hours.
6. Establish an interview complaint system. If the teachers and students are not satisfied, they can complain directly to our management department, and our management department will reply to the teachers and students as soon as possible, and the response time will not exceed 12 hours.
usability
All along, our company has been adhering to the principle of "customer is God" and "owner is supreme", based on "all for you, all for you" and implementing smiling service. Striving for your business is our business, your little things are our big things, and your satisfaction is our eternal pursuit. Dedicate yourself to your duties and serve teachers and students.
Concluding remarks
We know that although we have made remarkable achievements this year, we are also deeply aware of our shortcomings. The company's lack of professionalism, single mode of operation and high cost will be our fatal weakness and defect. But we also know that this is also the starting point of our struggle. In the new school, we will learn lessons, sum up experience, learn from others' strengths, improve the professional level, improve the quality of property management, meet the requirements of owners and users, and realize the rapid development of Tian Jian property.