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摘要我国经济的快速发展，房地产业日渐成熟，人民的生活水平不断提高，房地产业日渐成熟，物业服务应运而生。分析当前的物业管理形势和发展趋势，完善物业管理和提高物业管理水平具有现实意义。本文以滁州世贸大厦小区为例，分析了滁州世贸大厦小区项目的的基本情况，针对合同中业主提出的物业管理要求，编制出相适应的物业管理投标方案。在进行充分的实地走访工作之后，制定出本设计的整体设想与构思。根据合同规定的管理范围和服务范围，完成了项目组织架构与制度建立，确定了服务标准和内容。结合项目实际，采取合理措施规避小区风险管理，以及完善客户服务。最后，经过分析，编制出一份合理的滁州世贸大厦住宅小区的投标策划。在保证物业管理区域内的服务和管理工作的同时，还需不断完善改进物业管理模式，提升物业管理工作者自身的服务知识和技能，制定内部员工制度，增强项目管理内部的凝聚力，提升在物业管理服务行业的竞争力。46146
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关键词：物业管理；投标策划；组织架构；风险管理；客户服务
ABSTRACT With the rapid development of economy in our country, the real estate industry matures, people's living standards continue to improve, the real estate industry matures, realty service came into being. Analysis of the current situation and development trend of property management, property management perfect and improve the management level has a realistic significance.In Chuzhou world trade center district as an example, analyzing the basic situation of Chuzhou world trade center village project, for the owner in the contract of property management requirements, develop the appropriate property management bidding plan. After working in the field visit to fully, make the design of the overall conception and ideas.According to the provisions of the contract management scope and service range, to complete the project organization structure and the system establishment, the service standard and the content is determined. Combination with the project practice, take reasonable measures to avoid area of risk management, and improving customer service. Finally, through the analysis, formulate a reasonable chuzhou world trade center bidding planning of residential district.In assurance services within the realty management area and the management work at the same time, still need to improve to improve property management mode, improve worker's own property management service knowledge and skills, develop internal staff system, strengthen the internal cohesion,project management in property management service industry competitiveness.
Key words:property management；bidding planning；organization structure；risk management；customer service
目 录
第一章 整体设想与构思 1
1.1项目的基本情况和特点 1
1.2业主的基本情况和特点 1
1.3拟提供的服务内容 2
1.4管理目标与承诺 4
1.5拟采取的管理方式 5
第二章 组织架构与制度建设 6
2.1组织架构 6
2.2工作流程和信息流程 9
2.3管理制度 14
第三章 服务内容标准、计划 17
3.1共用部位、公用设施设备的维修养护管理 17
3.2卫生清洁管理 17
3.3环境绿化管理 17
3.4秩序维护管理 18
3.5其他特约服务 18
第四章 风险管理 19
4.1风险识别 19
4.2风险处理 22