Chapter One The overall vision and planning of property management services
Section 1 Project Requirements
First, the project overview
Second, the service demand overview
Section II Management Concept
First, to provide international standardized property management services
Second, the implementation of “housekeeper-style” property management
Third, modern, innovative, convenient and environmental protection
Fourth, the system is the key to management
Section III Principles of Property Services
First, the principle of phased design
Second, the principle of subregional management
Third, the principle of high standards
Fourth, the principle of unified management
Fifth, the principle of configuring the corresponding standards
Section IV Camp property service focus, difficult analysis
First, the current situation of property management in the camp
Second, the key analysis of property services in the camp
Third, focus on the response measures
Fourth, camp property service difficult analysis and measures
Section V Property Management Service Model
First, to the camp leadership to implement the “Sunshine Plan” service publicity system
Second, effective training, continuous innovation, supervision and evaluation
Third, the creation of co-management, compound mode, and Party A to jointly create a civilized, healthy, comfortable, harmonious camp
Fourth, strict ISO9001 quality system management, improve service quality, reduce complaints, effective use of complaints
Section 6 Camp Property Services Operating Features
First,the “Trinity” supervision and management system
Second, the scientific classification of customers
Third, customer relationship management system CRM
Fourth, research property management new technology operation
Chapter II Project Management Organizational Structure and Staffing
Section 1 Project Management Organizational Structure
First, the project management organization system
Second, staffing, number of personnel and requirements
Third, post responsibilities
Section II Personnel Training
First, training objectives
Second, training management
Third, the camp of each post training schedule
Section III Personnel management measures
First, screening employment
Second, the candidate for preliminary screening
Third, the organization and implementation of the interview
Fourth, performance appraisal management measures
V. Personnel stability measures
Chapter III Work Plan and Material and Equipment
Section 1 Work Plan
First, the early intervention of the working group
Second, the preparatory work
Third, determine the handover time and process
Fourth, take over the focus of work
Section II Material and Equipment
First, property management room
Second, the configuration requirements of the property management room
Third, the proposed configuration of the equipment table
Chapter 4 Project Service Commitments and Implementation Measures
Section 1 Project Service Commitments
First, the project service commitment objectives
Second, the project service commitment content
Section II Project Personnel Commitments
First, the project leader commitment
Second, the project management commitment
Third, the project’s main personnel commitment
Section III Project Service Safeguards
First, a scientific human resources management system
Second, strict security management and confidentiality system
Third, people, wealth, material protection
Fourth, improve the operation and management of facilities and equipment management and security capacity
V. Efficient camp management and information processing platform
Section IV Management implementation measures
First, project management operation measures
Second, housing and supporting facilities, public facilities, site management measures
Third, parking lots, road management measures
Fourth, mechanical and electrical equipment management measures
Fifth, emergency repair measures for facilities and equipment
Sixth, equipment repair measures
Seven, barracks sporadic maintenance management measures
Eight, green management measures
Nine, sanitary cleaning measures
Measures for the preservation of data
Eleven, public security management measures
12. Fire management measures
Thirteen, personnel training measures
14. Complaint handling measures
Fifteen, illegal measures
Sixteen, communication service measures
Chapter 5 Property Management Rules and Regulations
Section I Administrative System
First, personnel management
Second, attendance management
Third, assessment management
Fourth, compensation management
V. Reward and punishment management
Sixth, standardized management
Section II Archives Management System
Section III Cleaning management system
First, cleaning room administrator
Second, cleaning staff management system
Third, toilet hygiene and cleaning system
Fourth, waste removal management system
Section IV Vehicle parking management system
First, camp parking regulations
2. Regulations on parking for motor vehicle drivers in parking lots
Third, non-motor vehicles, mobility vehicles, electric vehicles parking regulations
Fourth, parking anti-theft security regulations
Section V Public Equipment Management System
First, air-conditioning facilities
Second, elevator facilities
Third, hydropower facilities
Fourth, water supply and drainage facilities
Section 6 Greening Conservation Safety Management System
First, the purpose and scope
Second, responsibilities
Third, greening maintenance and safety management requirements
Fourth, the use and maintenance of greening tools
Chapter 6 Measures for the assessment of various posts in the camp property
Section 1 Manager Job Assessment Measures
Section II Forehand Job Assessment Measures
Section III Measures for the Assessment of Engineering Posts
Section IV Greening, cleaning post assessment methods
First, greener assessment methods
Second, cleaning assessment methods
Section V Security Post Assessment Measures
First, the content of the assessment
Second, the way of assessment
Chapter 7 The establishment and management of property service files
Section I Archives Management Mechanism
First, the establishment of archives management institutions and basic requirements
Second, the responsibilities of archives management personnel
Third, the contents of file management
Fourth, archiving and preservation years
Section II Establishment of property service files
First, the contents of the management of archival materials
Second, the management requirements of archives and materials
Section III Key points of archival information management
First, the main points of file information management
Second, file data management process measures
Third, the classification of archival information
Chapter 8 Health cleaning service management program
Section 1 Cleaning Service Management Specifications
First, the standard of work of cleaners
Second, cleaning procedures
Third, cleaning norms
Section II Cleaning work requirements and standards
First, cleaning work area
Second, cleaning services overall requirements
Third, camp public areas cleaning requirements and standards
Fourth, camp office area cleaning requirements and standards
Fifth, roads, green belt cleaning requirements and standards
Section III Cleaning Work Plan
First, the overall plan of camp cleaning
Second, the work plan for cleaning public areas in the camp
Third, camp office area and municipal facilities cleaning work plan
Fourth, bathroom cleaning work plan
V. Camp and road cleaning plan
Section 4 Cleaning work procedures
First, bathroom cleaning procedures
Second, the camp public area cleaning procedures
Third, the cleaning procedures of peripheral roads
Fourth, glass doors, windows cleaning procedures
Section V Pest Killing Services
First, the characteristics of camp pests
Second, the premise of killing work
Third, kill the content
Fourth, kill the duty of the job
V. Public places, office pests before killing notice
Six, kill plan
Seven, kill implementation
Eight, kill the standard of work
Nine, killing work management and inspection
Section 6 Methods and Standards for Health Inspection
First, stairs, stairwells, corridor floor cleaning and maintenance
Second, the ground, windows, handrails and other cleaning and maintenance
Third, elevator cleaning and maintenance
Fourth, toilet cleaning and maintenance
Fifth, lampshade, smoke sensor, air outlet, light cleaning and maintenance
Six, glass doors and windows, mirror cleaning and maintenance
Chapter 9 Greening Service Management Program
Section 1 Management of Greening Services
First, tree management
Second, lawn management
Third, hedges, molds, shrubs, land, flowers and other green space management
Fourth, facilities management
V. Green space care
Health management
Seven, the safety and security of civilization conservation
Eight, the main conservation work annual arrangements
Section II Greening Services Work Content
First, green plant pruning work
Second, green watering work
Third, greening fertilization work
Pest control
Section III Greening service requirements and standards
First, tree service requirements and standards
Second, woody shrub requirements and standards
Third, herb shrub requirements and standards
Fourth, hedge requirements and standards
V. Ball requirements and standards
Six, palm plant requirements and standards
Lawn requirements and standards
Eight, facility requirements and standards
Section IV Greening Service Priorities and Measures
First, the camp greening and potted flowers placed
Second, camp greening
Third, major events or festivals to lay flowers
Fourth, green waste disposal
Fifth, green management emergency rescue plan
Section V Rules for Greening Conservation Penalties
First, personnel in place requirements
Second, daily inspection
Chapter 10 Daily Service Management Operation Guarantee Program
Section 1 Security Services
First, security management objectives
Second, security management content
Third, the way of security management
Section II Security Management Content
Public safety management
Second, fire safety management
Third, vehicle safety management
Fourth, confidential security management
Fifth, security status control management
Sixth, team building
Section III Parking Management Services
First, management requirements
Second, management objectives
Section IV Parking management ideas and implementation
First, the realization of regional vehicle zoning management
Second, strengthen traffic diversion, reasonable diversion
Third, the planning and design of the diversion of human vehicles
Fourth, intelligent traffic service parking
Fifth, management implementation
Section V Parking post settings and specific measures
First, job settings
Second, the management of the post responsibilities, discipline and professional ethics
Third, management procedures
Fourth, parking safety procedures
V. Parking special circumstances procedures
Code of Practice for the Use of Parking Lots
7. Parking cleaning service arrangements
Chapter 11 Engineering Services Guarantee Program
Section 1 Maintenance service commitments and specifications
First, familiar with the installation location of equipment, the establishment of daily inspection inspection system
Second, maintenance service commitments
Third, maintenance service specifications
Section II Equipment Facility Maintenance Service Requirements
First, equipment maintenance scope
Second, the responsibilities of each post
Third, the operation and management of mechanical and electrical equipment and facilities
Fourth, mechanical and electrical equipment, facilities, housing management objectives
Section III Maintenance Management of Major Facilities and Equipment
First, the operation and management of power distribution systems
Second, elevator, escalator operation and management
Third, the operation and management of air conditioning system
Fourth, the operation and management of fire protection system
Fifth, the operation and management of the water supply and drainage system
Section IV Other equipment facilities maintenance services
First, low-voltage electrical equipment maintenance services
Second, the daily maintenance and maintenance of housing buildings
Third, utility maintenance and maintenance
Chapter 12 Confidentiality Measures for Camp Property Services
Section 1 Confidential education for property service personnel
I. Establishment of confidential organizations
Confidential education programs
Section II Employee Confidentiality Management System
First, the confidential management system
Second, confidential education and training system
Third, file confidentiality, lending management system
Fourth, the staff confidentiality code
Section III Confidentiality Commitments
Section IV Confidentiality Responsibility
Section V Confidentiality Measures
First, strengthen leadership and improve institutions
Second, strengthen confidentiality education, enhance the sense of confidentiality
Third, improve the confidentiality system, improve the hardware facilities
Fourth, strict supervision to ensure safety
Chapter 13 Complaint Handling Services Programme
Section 1 Analysis of the causes of complaints
I. Definition of complaints
Third, the motivation analysis of complaints
Section II Basic Principles for complaint Handling
First, the principle of transpositional thinking
Second, there is a law to follow the principle
Third, the principle of rapid response
Fourth, timely summary of the principle
Section III Complaint Handling Code
First, accept the complaint stage
The stage of interpretation and clarification
Third, put forward the stage of settlement and treatment
Fourth, follow up the summary stage
Section 4 Complaint Handling Process
First, record the contents of the complaint
Second, to determine whether the complaint is valid
Third, determine the responsibility department for complaint handling
Fourth, the responsible department to analyze the cause of the complaint
V. Fairly put forward the treatment plan
Six, submit to the competent leadership for approval
Seven, the implementation of treatment programs
Eight, summary evaluation
Chapter 14 Emergency Protection and Emergency Services Programme
Section 1 Emergency Evacuation Plan
First, the purpose of formulating emergency evacuation plans
Second, emergency plan management subject and responsibility
Emergency evacuation teams and responsibilities
Emergency evacuation materials
V. Emergency evacuation methods
Emergency evacuation after-care work
Seven, the plan exercise
Section II Emergency plans for fire management
First, the purpose of formulating emergency plans for fire management
Second, emergency plan management subject and responsibility
Third, the internal fire rating
Fire emergency response team and responsibilities
V. Fire intelligence
Fire handling procedures
Seven, fire after-treatment work
Eight, fire handling precautions
Fire-fighting materials
Ten, the plan exercise
Section 3 Flooding / Running Emergency Plan
First, the purpose of developing an emergency plan for flooding/ running water
Second, emergency plan management subject and responsibility
Emergency response teams and responsibilities
Four, flooding / running water treatment precautions
V. Aftercare
Emergency supplies preparation
Seven, the plan exercise requirements
Section IV Emergency response plan for sudden power outages
First, the purpose of formulating emergency response plans for sudden power outages
Second, emergency plan management subject and responsibility
Emergency response teams and responsibilities
Fourth, power failure process
V. Emergency supplies preparation
Six, the plan exercise
Section V Emergency Plan for Water Stopping
First, the purpose of formulating emergency plans for water suspension
Second, emergency plan management subject and responsibility
Emergency response teams and responsibilities
Fourth, stop the water emergency treatment process
V. Emergency supplies preparation
Section 6 Emergency plan for elevator sleepers
First, the purpose of formulating emergency plans for elevator sleepers
Second, emergency plan management subject and responsibility
Emergency response teams and responsibilities
Fourth, elevator trapped people emergency treatment process
V. Elevator trapped people emergency handling precautions
Emergency supplies
Seven, the plan exercise
Section 7 Emergency Plan for High-Altitude Falling Objects
First, the purpose of formulating emergency plans for high-altitude falling objects
Second, emergency plan management subject and responsibility
Third, leadership groups and responsibilities
Fourth, high-altitude fall prevention
V. Emergency response process for high-altitude falling objects
Emergency supplies
Section 8 Earthquake Emergency Response Plan
First, the purpose of formulating earthquake emergency plans
Second, emergency plan management subject and responsibility
Emergency response teams and responsibilities
Fourth, earthquake emergency response process
V. Aftercare
Six, earthquake emergency treatment precautions
Emergency supplies
Eight, the plan exercise
Section 9 Emergency response plan for epidemic prevention
First, the purpose of the formulation of emergency preparedness plans for epidemic prevention
Second, emergency plan management subject and responsibility
Emergency response teams and responsibilities
Fourth, the outbreak classification
V. Epidemic prevention emergency response process
Emergency supplies
Seven, the plan exercise
Section 10 Emergency response plan for flood prevention (heavy rain) and strong wind protection
First, the purpose of the plan
Second, emergency plan management subject and responsibility
Emergency response teams and responsibilities
Fourth, flood prevention (heavy rain) wind preparation
V. After-treatment work after the weather of strong winds and strong winds
Precautions during flood prevention and strong winds
Emergency supplies preparation
Eight, the plan exercise
Section 11 Emergency response plan for electric shock
First, the purpose of formulating emergency treatment plan for electric shock
Second, emergency plan management subject and responsibility
Emergency response teams and responsibilities
Fourth, emergency response process
V. Precautions for emergency treatment of electric shock accidents
Emergency supplies preparation
Section 12 Emergency response plan for parking system failure
First, the purpose of formulating emergency response plan for parking system failure
Second, emergency plan management subject and responsibility
Emergency response teams and responsibilities
Fourth, emergency response process
V. Emergency supplies preparation
Section 13 The access gate system uses abnormal emergency response plans
First, the purpose of formulating the emergency treatment plan for the failure of the gate system
Second, emergency plan management subject and responsibility
Emergency response teams and responsibilities
Fourth, emergency response process
Emergency supplies and equipment
Section 14 Emergency disposal plans for suspicious items and explosive substances are found
First, the purpose of the plan
Second, emergency plan management subject and responsibility
Emergency response teams and responsibilities
Fourth, emergency response process
V. Emergency supplies preparation
Section 15 Contingency plans for theft and robbery
First, the purpose of formulating emergency response plans for theft and robbery
Second, emergency plan management subject and responsibility
Emergency response teams and responsibilities
Fourth, emergency response process
V. Emergency supplies preparation
