2016目錄

目錄......................................................................1

第一節(jié)組織架構(gòu)........................................................9

第二節(jié)XX經(jīng)營指標(biāo)規(guī)劃與保障措施.....................................11

一、管理服務(wù)費及代收代繳費收取率..................................11

二、商業(yè)用房出租率及租金收取率....................................11

三、房屋及配套設(shè)施完好率........................................12

四、房屋零修、急修及時率........................................12

五、維修工程質(zhì)量合格率及回訪率....................................12

(一)維修工程質(zhì)量合格率.......................................12

(二)維修工程回訪率...........................................13

六、保潔率..........................................................13

七、治安案件年發(fā)生率...............................................13

八、火災(zāi)年發(fā)生率.................................................14

九、年違章發(fā)生率與處理率..........................................14

十、業(yè)主年有效投訴率和處理率...................................14

(一)年有效投訴率...........................................14

(二)投訴處理率..............................................15

十一、業(yè)主綜合服務(wù)滿意率........................................15

十二、綠化完好率.................................................15

十三、道路、車場完好率............................................16

十四、管理人員專業(yè)培訓(xùn)合格率......................................16

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第三節(jié)人事行政管理與服務(wù).............................................17

一、工作職責(zé)與崗位描述.............................................17

1.人事行政部職能...............................................17

2.人事行政部主管崗位職責(zé)........................................18

3.人事行政專員崗位職責(zé)..........................................18

二、人事管理.......................................................19

1.聘用與勞動合同...............................................19

1.L聘用辦法...............................................19

1.2.聘用條件................................................19

1.3.試用期..................................................20

1.4.晉升與調(diào)職..............................................20

1.5.離職...................................................21

L6.勞動合同和社會養(yǎng)老保險....................................21

2.工作時間與考勤.................................................22

2.1.工作時間...............................................22

2.2.考勤...................................................22

2.3.加班...................................................22

3.休假與請假....................................................23

3.1.法定假期................................................23

3.2.婚假....................................................23

3.3.產(chǎn)假、陪產(chǎn)假...........................................24

3.4.事假....................................................24

3.5.病假....................................................24

3.6.喪假....................................................24

3.7.工傷假..................................................24

3.8.延假....................................................24

3.9.請/休假制度...........................................24

各類假期審批和待遇規(guī)定表...................................25

4.薪酬與福利.....................................................25

4.1.薪酬...................................................25

4.2.福利...................................................26

5.績效考核與激勵機(jī)制............................................26

5.1.績效考核的目的與作用..................................26

5.2.考核內(nèi)容...............................................27

5.3.績效考核分類...........................................27

5.4.激勵...................................................27

6.培訓(xùn)制度......................................................27

6.1.培訓(xùn)分類...............................................28

6.2.培訓(xùn)協(xié)議...............................................29

7.獎懲條例......................................................29

7.1.獎勵...................................................29

7.2.懲罰...................................................31

8.人事管理流程...................................................33

8.1.招聘流程圖.............................................33

8.2.新員工到崗流程圖......................................34

8.3.員工試用期考核、轉(zhuǎn)正流程圖...........................35

8.4.員工內(nèi)部調(diào)動流程......................................36

8.5.辦理員工辭職手續(xù)流程圖...............................37

8.6.員工加班流程..........................................38

8.7.員工請假流程圖........................................39

8.8.員工考勤工資管理流程圖...............................40

8.9.員工培訓(xùn)流程..........................................41

8.10.新員工入職培訓(xùn).......................................42

8.11.人員需求申請流程.....................................43

9.人事管理應(yīng)用表格..............................................44

9.1.用人需求申請審批表....................................44

9.2.應(yīng)聘登記審批表........................................45

9.3.試用期員工轉(zhuǎn)正審批表.................................47

9.4.員工離職手續(xù)表........................................48

9.5.工作移交清單..........................................49

9.6.請/休假單.............................................50

9.7.出勤解釋單............................................51

9.8.因公出差申請單.........................................52

9.9.員工加班申請表.........................................53

三、行政管理.......................................................54

1.辦公管理規(guī)定.................................................54

1.1.工作證的佩戴..........................................54

1.2.電腦的使用............................................54

1.3.電話的使用............................................55

1.4.復(fù)印、打印、傳真機(jī)的使用.............................55

1.5.辦公文具的管理........................................55

L6.信件收發(fā)與報刊管理.....................................55

1.7.文件管理...............................................55

1.8.公司檔案管理規(guī)定......................................56

1.9.公司財產(chǎn)保管..........................................57

2.工作交流制度.................................................59

2.1.會議制度...............................................59

2.2.周/月/季/年工作報告...................................60

2.3.外出參觀/學(xué)習(xí)/研究性質(zhì)的活動.........................60

2.4.工作交流要求..........................................60

3.安全管理規(guī)定...................................................61

3.1.辦公安全...............................................61

3.2.消防安全...............................................61

3.3.個人安全...............................................61

4.移動電話管理規(guī)定.............................................61

5.工作制服管理規(guī)定.............................................63

5.1.換季時間...............................................63

5.2.制服的使用及發(fā)放......................................63

6.員工建議及意見的管理制度.....................................63

6.1.范圍...................................................64

6.2.遞交形式...............................................64

6.3.處理程序...............................................64

6.4.處理時間規(guī)定..........................................64

6.5.對未署名建議及意見的處理.............................64

6.6.對有效建議的獎勵.....................................64

7.保密制度......................................................64

8.廉政守則......................................................65

9.員工守則......................................................65

10.行政管理流程................................................66

10.1.收文管理流程圖........................................66

10.2.發(fā)文管理流程圖........................................67

10.3.公司檔案管理流程圖....................................68

10.4.圖書管理流程圖........................................69

10.5.印章管理流程圖........................................70

10.6.辦公文具管理流程......................................71

10.7.車輛管理流程圖........................................72

10.8.宿舍管理流程圖........................................73

10.9.名片管理流程..........................................74

10.10.來訪管理流程圖.......................................75

10.11.證照管理流程圖.......................................76

11.行政管理應(yīng)用表格.............................................77

ILL用印申請表............................................77

11.2.用印登記一覽表........................................79

11.3.接待審批表............................................81

11.4.外來文件處理表........................................82

11.5.文件編審批匯簽表......................................83

11.6.發(fā)文登記表............................................84

11.7.（部門）文件登記表....................................85

11.8.外來文件登記表........................................86

11.9.檔案借用申請表........................................87

11.10.移動話費報銷申請表..................................88

11.11.檔案銷毀申請表.......................................89

11.12.部門辦公文具用品采購申請表..........................90

11.13.辦公文具用品采購申請表..............................91

11.14.辦公文具用品領(lǐng)用登記表..............................92

11.15.車輛使用申請表.......................................93

11.16.車輛維修養(yǎng)護(hù)申請表..................................94

第四節(jié)客服管理與服務(wù).................................................95

一、工作職責(zé)與崗位描述............................................95

1.客服部崗位描述...............................................95

2.客服部工作職責(zé)...............................................96

3.客服部主管職責(zé)...............................................96

4.物業(yè)助理崗位職責(zé).............................................97

5.服務(wù)中心客服員崗位職責(zé).......................................98

6.會所管理員崗位職責(zé)............................................98

7.社區(qū)文化組工作職責(zé)（由物業(yè)助理組成向部門主管負(fù)責(zé)）.............99

二、客戶管理......................................................99

1.客戶信息傳遞與溝通..........................................99

2.對客服務(wù)承諾...............................................100

表1：服務(wù)中心服務(wù)時間承諾.................................100

表2：主入口、大堂和停車場服務(wù)時間承諾...........................101

表3：保安服務(wù)時間承諾..........................................102

表4：工程維修服務(wù)承諾時間.......................................102

表5：清潔保潔服務(wù)承諾時間....................................104

表6：突發(fā)事件處理服務(wù)承諾時間...............................104

3.管理費標(biāo)準(zhǔn)及收繳規(guī)定........................................105

4.管理費用收繳工作規(guī)程........................................106

（）通知簽收表.....................................107

5.入伙管理工作規(guī)程...........................................108

辦理入伙手續(xù)流程圖............................................110

6.二次裝修驗收程序.................................................112

裝修申請表...........................................................113

7.客戶投訴處理工作規(guī)程............................................114

客戶投訴控制流程圖..................................................116

投訴處理工作流程.....................................................118

客戶投訴登記表......................................................119

客戶來電記錄表......................................................120

8.客戶求助服務(wù)工作規(guī)程.........................................121

9.客戶報修管理工作規(guī)程.........................................123

有償服務(wù)記錄表......................................................125

公共區(qū)域現(xiàn)場巡視表.................................................126

10.客戶回訪管理規(guī)程...............................................127

回訪記錄表...........................................................128

回訪記錄表...........................................................128

客戶回訪記錄........................................................129

11.物業(yè)巡查工作規(guī)程.............................................130

裝修違規(guī)情況記錄表..................................................131

清潔工作檢查記錄表..................................................132

三、公共管理............................................................133

1.房屋公共部位維修管理規(guī)定.......................................133

2.樓宇及修繕管理規(guī)定..............................................133

3.安全使用水、電、氣管理規(guī)定.....................................134

4.消防管理規(guī)定....................................................134

5.環(huán)境管理規(guī)定....................................................135

6.物品搬遷管理規(guī)定...............................................136

物品放行控制流程圖..................................................137

物品放行條............................................................138

放行條...............................................................138

7.公共區(qū)域管理工作規(guī)程............................................139

8.會所管理規(guī)定....................................................140

第五節(jié)環(huán)境管理與服務(wù).....................................................141

一、崗位工作職責(zé).......................................................141

1.環(huán)境部工作職能...................................................141

2.環(huán)境部主管崗位職責(zé)...............................................141

3.環(huán)境部班長崗位職責(zé)..............................................141

4.保潔員的崗位職責(zé)...............................................142

5.綠化工崗位職責(zé)..................................................142

二、環(huán)境管理制度.....................................................143

1.物業(yè)公共區(qū)域清潔工作內(nèi)容........................................143

2.物業(yè)公共區(qū)域清潔服務(wù)標(biāo)準(zhǔn)........................................145

3.日常清潔工作操作程序............................................147

3.1開荒清潔.....................................................147

3.2.大堂清潔...................................................148

3.3.電梯清潔...................................................149

3.4.洗手間清潔.................................................149

3.5.硬地面清潔.................................................151

3.6.石面上蠟操作程序..........................................152

3.7.木地板清潔與保養(yǎng)..........................................153

3.8.家俱清潔與保養(yǎng)..........................................154

3.9.不銹鋼清潔與保養(yǎng)........................................154

3.10.玻璃清潔.................................................155

3.11.地毯清潔.................................................156

4.安全須知..........................................................158

5.保潔員工的行為規(guī)范...............................................158

6.儀容儀表標(biāo)準(zhǔn)和禮貌禮節(jié)要求......................................159

7.環(huán)衛(wèi)工作規(guī)程....................................................160

8.環(huán)境綠化檢查監(jiān)督要求及標(biāo)準(zhǔn)....................................160

第六節(jié)安全管理服務(wù).......................................................164

一、崗位工作職責(zé)及管理制度.......................................164

1.護(hù)管部工作職責(zé)...................................................164

2.護(hù)管部主管崗位職責(zé)...............................................164

3.護(hù)管部班長崗位職責(zé)...............................................165

4.護(hù)管員崗位職責(zé)...................................................165

5.護(hù)管員值班、交接班制度及作業(yè)規(guī)程................................167

來訪登記表...........................................................169

護(hù)管部值班交接記錄表............................................170

護(hù)衛(wèi)部班長交接表...................................................171

6.護(hù)管員巡邏簽到制度及作業(yè)規(guī)程....................................172

護(hù)管部班長巡查表...................................................173

護(hù)管員巡邏記錄......................................................174

7.護(hù)管部查崗制度...................................................175

查崗記錄表...........................................................176

8.護(hù)管權(quán)限..........................................................177

二、治安管理...........................................................177

1.常見治安刑事案件的處理作業(yè)規(guī)程..................................177

案件受理記錄表......................................................179

2.常見問題處理作業(yè)規(guī)程.............................................180

3.客戶室內(nèi)治安、災(zāi)害事故處理作業(yè)規(guī)程.............................180

4.物品/人員出入小區(qū)管理標(biāo)準(zhǔn)作業(yè)規(guī)程...............................181

物品放行登記表......................................................182

三、車輛管理...........................................................183

L停車場管理規(guī)定.....................................................183

2.車輛進(jìn)入、放行工作細(xì)則..........................................183

停車場值班交接班登記表............................................185

3,非機(jī)動車輛停放管理規(guī)定............................................186

四、突發(fā)事件處理作業(yè)規(guī)程...........................................186

1.緊急集合作業(yè)規(guī)程..................................................186

2.突發(fā)事件處理作業(yè)規(guī)程..........................................186

第七節(jié)工程維修管理與服務(wù)...........................................188

一、崗位職責(zé)與管理制度.........................................188

1.工程部行為準(zhǔn)則..............................................188

2.工程部主管崗位職責(zé)...........................................189

3.工程部班長崗位職責(zé)...........................................190

4.工程部維修工崗位職責(zé).........................................190

5.工程部機(jī)電設(shè)備運行管理人員崗位職責(zé)...........................190

6.工程部弱電維修工崗位職責(zé)....................................191

7.工程部值班、交接班管理規(guī)定..................................191

工程部值班交接記錄表..........................................193

9.工程部鑰匙管理規(guī)定...........................................194

領(lǐng)（借）用鑰匙登記表..........................................195

鑰匙月庫存統(tǒng)計表...............................................196

二、工程維修管理規(guī)定...........................................197

L維修服務(wù)承諾..................................................197

2.工程部日常工作管理規(guī)定.......................................197

工程部抽查表...................................................199

3.零星工程申報與施工管理規(guī)定...................................200

4.客戶報修服務(wù)管理規(guī)定.........................................200

工程部報修處理程序............................................202

維修單.........................................................203

工程部有償服務(wù)登記表..........................................204

零修及時率統(tǒng)計表..............................................205

5.公共維修.....................................................206

工程部公共維修登記表..........................................207

6.機(jī)電設(shè)備設(shè)施管理規(guī)定.........................................208

設(shè)備情況登記表.................................................209

機(jī)電設(shè)備設(shè)施維修報批表........................................210

7.工程部機(jī)電設(shè)備設(shè)施環(huán)境要求管理規(guī)定...........................211

8.房屋本體維修資金管理規(guī)定.....................................211

房屋完好率統(tǒng)計表..............................................213

房屋設(shè)施零星小修記錄表........................................214

房屋設(shè)施維修養(yǎng)護(hù)記錄表........................................215

房屋設(shè)施維修養(yǎng)護(hù)計劃表........................................216

房屋中（大）修工程計劃表........................................217

房屋維修資金使用情況匯報表....................................218

房屋維修資金臺帳..............................................219

三、工程部機(jī)電設(shè)備操作管理規(guī)定...............................220

1.配電房操作管理規(guī)定............................................220

操作票.........................................................222

配電房運行巡查記錄............................................223

配電設(shè)備運行記錄..............................................224

配電房檢查保養(yǎng)記錄表..........................................225

配電房檢查保養(yǎng)計劃表..........................................226

2.應(yīng)急發(fā)電機(jī)組操作管理規(guī)定.....................................228

應(yīng)急發(fā)電機(jī)運行記錄............................................230

應(yīng)急發(fā)電機(jī)巡查記錄............................................231

電機(jī)組故障記錄.................................................232

應(yīng)急發(fā)電機(jī)維修保養(yǎng)計劃表......................................233

發(fā)電機(jī)保養(yǎng)記錄表..............................................234

3.電梯操作管理規(guī)定...........................................235

電梯運行巡查記錄..............................................236

電梯故障處理記錄表............................................237

電梯維修保養(yǎng)計劃表............................................238

電梯維修保養(yǎng)記錄表............................................239

4.電梯困人救援作業(yè)規(guī)程.........................................240

5.消防聯(lián)動系統(tǒng)操作規(guī)程........................................240

消防聯(lián)動系統(tǒng)巡查記錄..........................................242

消防聯(lián)動系統(tǒng)維修保養(yǎng)計劃表....................................243

消防聯(lián)動系統(tǒng)維修保養(yǎng)記錄表....................................244

消防聯(lián)動系統(tǒng)故障（或報警）處理記錄表.........................245

6.水泵操作管理規(guī)定............................................246

水泵房運行巡查記錄............................................247

水泵故障處理記錄表............................................248

水泵房維修保養(yǎng)記錄............................................249

水泵房維修保養(yǎng)計劃表..........................................250

四、工程部水電管理制度...........................................251

1.工程部水電管理規(guī)定..........................................251

（）月份用電情況匯總報表....................................252

（）月份用水情況匯總報表....................................253

2.停電（水）管理規(guī)定..........................................254

3.消防管理規(guī)定................................................254

動火作業(yè)申請單..................................................254

4.消火栓（水）、噴淋系統(tǒng)（水）設(shè)施管理規(guī)定......................255

噴淋系統(tǒng)（水）停用審批單........................................256

5.公共用水管理規(guī)定............................................257

6.公共用電管理規(guī)定............................................258

7.生活用水管理規(guī)定............................................258

8.跑水事故應(yīng)急處理規(guī)定.........................................258

跑水事件應(yīng)急處理人員安排........................................259

9.工程部停電應(yīng)急處理規(guī)定.......................................260

停電應(yīng)急處理人員安排表..........................................261

第八節(jié)附則..........................................................262

第一節(jié)組織架構(gòu)

經(jīng)理

人事行政部客服部工程部財務(wù)部

人事行政主管客服主管財務(wù)主管

專護(hù)維會出收

修

員管