物业管理方案39004.doc

目 录 前 言 第一部分 管理服务理念和目标···································08页 第一章 构建“和谐社区”物业管理模式和管理思路·················08页 第二章 管理服务理念··········································10页 第二部分 项目管理组织机构·····································27页 组织机构设置···········································27页 项目经理职责及内部管理分工·····························29页 岗位制度和考核标准·····································35页 第一节 岗位职责············································35页 第二节 岗位制度·························· ·················44页 第三节 岗位考核············································78页 第四节 岗位考核标准········································89页 第三部分 管理服务人员配备·····································95页 第一章 服务人员配备···········································95页 第二章 员工培训···············································98页 第四部分 项目管理目标及承诺··································13页 第一章 经营目标承诺及采取的措施·····························14页 第二章 管理目标承诺及采取的措施·······························15页 第三章 管理服务等级···········································24页 第五部分 物业管理服务方案·····································104页 第一章 共用部分、业主自用部分报修服务和管理以及应急措施·······104页 第二章 共用设施设备的管理和维修方案··························110页 第三章 业主、使用人室内装饰、装修管理服务方案················116页 第四章 环境清洁保洁方案······································149页 第五章 公共秩序维护方案······································153页 第一节 公共秩序维护······································153页 第二节 消防管理·········································156页 第六章 车辆及交通管理······································159页 第七章 绿化和园林附属设施的维护、保养方案····················161页 第八章 档案的建立和管理······································163页 第一节 档案管理规定······································135页 第二节 档案分类及保管期限规定····························164页 第三节 业主档案管理······································168页 第九章 投诉处理方案、业主回访方案····························171页 第十章 服务质量管控体系······································173页 第一节 沟通管控···········································173页 第二节 物业管理工作的保障体系·····························175页 第六部分 售楼处及样板间的日常保洁及安保方案··················181页 第七部分 社区文化···················