物業(yè)管理的畢業(yè)論文提綱

　　物業(yè)管理基本內(nèi)容按服務(wù)的性質(zhì)和提供的方式可分為：常規(guī)性的公共服務(wù)、針對性的專項服務(wù)和委托性的特約服務(wù)三大類。也是我門最常接觸的管理方式之一。

　　物業(yè)管理畢業(yè)論文提綱

　　【摘要】

　　物業(yè)管理屬于服務(wù)行業(yè)，所生產(chǎn)的是無形的服務(wù)產(chǎn)品，因此，客戶服務(wù)水平的好壞直接影響業(yè)主對物業(yè)管理的滿意程度，客戶服務(wù)質(zhì)量的好壞直接影響到物業(yè)管理企業(yè)的經(jīng)營效益。本文圍繞我市現(xiàn)時物業(yè)管理客戶服務(wù)質(zhì)量存在的主要問題，分析影響物業(yè)管理客戶服務(wù)質(zhì)量的主要因素，并有針對性地提出提高物業(yè)管理客戶服務(wù)質(zhì)量的建議。

　　物業(yè)管理行業(yè)存在的客戶服務(wù)質(zhì)量問題影響了物業(yè)管理企業(yè)的發(fā)展與社會和諧的建設(shè)，不斷改善企業(yè)自身存在的問題和提高資質(zhì)水平有利于客戶服務(wù)質(zhì)量水平的提高。隨著人民生活水平與文化素質(zhì)的不斷提高，其消費觀念、維權(quán)意識也在發(fā)生著巨大的變化，享受優(yōu)質(zhì)的物業(yè)管理客戶服務(wù)已成為廣大業(yè)主的心聲。探討如何協(xié)調(diào)物業(yè)管理企業(yè)和業(yè)主的關(guān)系，提高物業(yè)管理企業(yè)的'客戶服務(wù)質(zhì)量，對于建設(shè)和諧社區(qū)乃至推動社會的和諧發(fā)展具有重要意義。

　　【關(guān)健詞】 物業(yè)管理 客戶服務(wù)質(zhì)量 對策

　　Abstract

　　Property management belong to the service sector, and the production of is the intangible service products, and therefore, the customer service level will have a direct impact on the owner of the property management in the satisfaction, customer service quality has a direct influence on the property management enterprise's operation efficiency. This paper focus on the current property management of quality service to customers, the main problems of property management of analysis on the main factors of quality service to customers, and thereafter puts forward improving customer service quality property management advice.

　　Property management industry existing customer service quality problem affected property management enterprise development and the construction of harmonious society, and constantly improve enterprise own problems and improve the level of qualification to raise the level of quality service to customers. As the people's living level and culture quality rise ceaselessly, the consumption idea, rights protection consciousness is also in having huge changes, enjoy high quality property management customer service has become a general owners' aspirations. Discusses how to coordinate the property management enterprise and the owner of the relationship, improve property management enterprise customer service quality and on the building of a harmonious community and promote the harmonious development of the society to have the important meaning.

　　【key word】 property management service quality Countermeasures

　　【摘要】

　　III Abstract

　　IV 第1章、物業(yè)管理客戶服務(wù)概述

　　1 1.1 客戶服務(wù)的含義

　　1 1.2 客戶服務(wù)在物業(yè)管理中的作用 ............................................................................................................. 1 第2章、物業(yè)管理客戶服務(wù)特性 ................................................................................................................. 1 2.1 服務(wù)和管理合二為一 ............................................................................................................................. 2 2.2 服務(wù)對象非常廣泛，服務(wù)內(nèi)容不斷豐富 .............................................................................................

　　2 2.3 服務(wù)標(biāo)準(zhǔn)難于落實 ................................................................................................................................. 2 第3章、物業(yè)管理客戶服務(wù)質(zhì)量社會現(xiàn)狀 ................................................................................................. 3 3.1 物業(yè)管理與業(yè)主之間矛盾重重 ............................................................................................................. 3 3.2 行業(yè)人才匱乏，高素質(zhì)人才更是鳳毛麟角 ......................................................................................... 3 3.3 客服資金投入與產(chǎn)出比例失調(diào) ............................................................................................................. 4 3.4 物業(yè)管理的法制建設(shè)滯后 ..................................................................................................................... 4 第4章、影響物業(yè)管理客戶服務(wù)質(zhì)量的主要原因 ..................................................................................... 5 4.1 觀念亟待轉(zhuǎn)變，物業(yè)管理推廣難 ......................................................................................................... 5 4.2 建筑工程遺留問題多，物業(yè)服務(wù)不到位 ............................................................................................. 5 4.3 市場競爭不足，服務(wù)質(zhì)量提升難 ......................................................................................................... 5 4.4 物業(yè)管理公司游離于業(yè)主委員會 ......................................................................................................... 5 4.5 小區(qū)設(shè)施不健全 ..................................................................................................................................... 6 4.6 物業(yè)管理企業(yè)與業(yè)主缺乏溝通 ............................................................................................................. 6 第5章、如何做好物業(yè)客戶服務(wù)工作 ......................................................................................................... 6 5.1 要擺正位置，調(diào)整心態(tài) ......................................................................................................................... 6 5.2 要博學(xué)多才，能言善辯 ......................................................................................................................... 7 5.3 要嚴(yán)格自律，不計較個人得失 ............................................................................................................. 7 5.4 要明禮誠信，盡職盡則 ......................................................................................................................... 7 5.5 要追求卓越，勇于開拓 ......................................................................................................................... 7 5.6 適當(dāng)?shù)靥峁┰鲋捣��?wù) ............................................................................................................................. 8

　　第6章、提高物業(yè)管理客戶服務(wù)質(zhì)量的建議 ............................................................................................. 8 6.1 加強(qiáng)小區(qū)基礎(chǔ)設(shè)施建設(shè) ......................................................................................................................... 8 6.2 引入優(yōu)秀人才 ......................................................................................................................................... 8 6.3 建立良好的客戶服務(wù)質(zhì)量標(biāo)準(zhǔn) ............................................................................................................. 8 6.4 建立規(guī)范合理的收費標(biāo)準(zhǔn) ................................................................................................................... 10 6.5 強(qiáng)化業(yè)主權(quán)責(zé)意識

　　11 6.6 完善物業(yè)管理法律法規(guī)

　　11 結(jié)束語

　　12 參考文獻(xiàn)

　　13 致謝