Convenience service plan

Convenience service is the concrete embodiment of practicing the important thought of "* * *", and it is a new measure to implement "building the party for the public and governing for the people". How to make a good work plan for the activities of convenient service? The following is a model essay I shared with you, hoping to help you!

Tisch

Providing convenient, efficient and economical owner service is an important standard to measure the level of property management, and it is also an important measure and guarantee to improve the quality of life of community owners. We will set up convenient and practical convenience service points according to the structure, geographical location, surrounding facilities and the survey results of owners' needs. Adhering to the concept that "meeting your needs is the direction of our efforts, and winning your approval is the goal of our work", we persist in customer-centered and service-based, and are committed to continuously meeting the daily needs of owners and effectively improving their quality of life.

First, the service content

1. The Red Cross medical kit is provided to the owner for emergency use.

2. Toolbox screwdriver, pliers and other maintenance tools are complete, suitable for home maintenance.

3. Pump, glue, file, patch, crowbar, washbasin, towel and soap are used for the maintenance of bicycles and electric vehicles. We only provide tools, not maintenance personnel.

Umbrella and poncho are temporarily borrowed by the owner when he goes out.

5. Hotline service for regular wake-up, telephone number inquiry and train arrival inquiry.

6. The actual telephone number of the unlocking company.

7. On behalf of contact dredge water.

8. The hand-pushed luggage cart is temporarily borrowed by the owner.

9. Sign for express delivery on behalf of others

10. Five gel pens for daily use, one-time Schwab stationery, a pair of scissors, a glue stick and a roll of wide adhesive tape.

1 1.

Second, the service preparation work

1. Make a convenient service sign and hang it in an obvious position.

2. Buy metal cabinets and various maintenance tools and put them in the metal cabinets.

3. Make the convenience service plaque Annex I.

4. The owner borrows the registration form. Annex II

5. The staff of the project department should put all kinds of tools in order.

Third, management style.

1. adopts the management responsibility system, and the administrator is responsible for it during the day. If you have a rest, you can give it to the next person, and the security monitor will be in charge at night.

2. Tools should be registered in detail and managed in an orderly manner to ensure that they are not lost.

3. Convenience service is our company's zero-profit investment, and the person in charge should try his best to achieve zero damage and zero loss management. 4. Flowchart:

Owner/tenant management safety monitor

Four. Estimated cost of purchasing tools

1, one tin cabinet, two expected 280 yuan and one expected 80 yuan.

3. A toolbox, including various tools. Estimated 90 yuan/Taiwan.

4. Five umbrellas and three ponchos, estimated at 15 yuan/double, 15 yuan/piece, * * * meter: 120.

5. Appropriate tire repair tools such as a pump. It is estimated that 50 yuan/set 6, two hand-pushed luggage carts, 30 yuan/set, and * * * 60 yuan 7, daily necessities. It is estimated that 20 yuan can make a convenience service plaque.

Total cost: 700 yuan

Verb (abbreviation of verb) The implementation of this scheme takes Jiahua as the pilot.

All service personnel in the project department should strive to add the most wonderful stroke to the development of our property services. In the shortest possible time, let the owners realize our "humanized" property service.

As property service personnel, we should try our best to serve the owners. Serving the convenience is an important part of our company's innovation in the field of property services in Wulanchabu. Each project department starts from itself, implements the company's business philosophy of "creating lifelong customers with quality service", condenses the meager strength of each employee, and creates better development prospects for the property management company.

extreme

1. Purpose: To make use of the resource advantages of property management companies and take the principle of profit maximization to provide paid services for various operations in order to obtain greater operating benefits.

Second, the operating principle:

1, on the premise of ensuring the level of property management, realize the maximization of operating profit.

2. Manage properly and avoid buying and selling.

3. Do not infringe upon the interests of the owners, including the ownership of income and the income from operating in public places, and part of the income must be used to cover the expenses of management fees.

4. Property management enterprises shoulder the responsibility of industry development, and hold huge resources such as food, clothing, housing and transportation of residents in the community. If it can be used reasonably, it will make an epoch-making contribution to the development of the whole industry.

Third, the operational elements:

1, understanding of the company's decision-making level

2. There must be resources that can be developed and utilized.

3. High-quality talents

4. Necessary capital investment

Four, the classification of business resources:

Public resource management

1, parking lot

1 parking income: daily and monthly parking fee and management fee income.

Car washing business includes waterless car washing.

3 parking lot advertisement

A. Advertising: In each parking lot, advertisements such as used car market and worn-out products can be posted. The management fee is calculated according to RMB per month, and RMB can be earned every month.

B, walls, some walls in the parking lot are conspicuous and do not affect the driving of vehicles. It can attract the investment of advertising companies and get a lot of income.

C, light box advertising, light box advertising can be hung above the underground garage, which is the place with the highest advertising cost, and each light box can earn at least RMB management fee and electricity fee.

2. Elevator

1 For elevator door advertisement, stickers can be posted in the elevator car and elevator door, and the management fee is charged at RMB/month.

2 LCD advertising, LCD screen can be hung in a conspicuous position above the elevator car. This kind of advertisement is only suitable for high-grade writing ladders, and the management fee is about RMB/department per year, including electricity.

3 car wall-hung advertising, the usual practice is to hang two advertising billboards on both sides of the elevator car. This method is applicable to any elevator, and the management fee is each elevator/month for residential buildings and each elevator/month for office buildings.

4. Audio media advertising, which plays some advertising sounds when the elevator starts, has not been popularized at present.

3. Hall

1 LCD advertising is similar to LCD advertising in elevators. However, this method is more common and suitable for office buildings and high-grade high-rise residential buildings. The management fee is about RMB/department per year, including electricity.

Magazine rack, advertising rack, magazine rack in the lobby, advertising pictures posted on magazine rack. The management fee is RMB/month; There are advertising racks in the lobby, all of which are small advertisements, and residents can read them freely. The management fee is RMB/month.

3. Wall-hung advertisement, similar to the wall-hung advertisement of elevator car, is characterized by installing advertising billboards in conspicuous positions in the lobby, and each lobby can install three or four billboards, and the management fee is charged at RMB/month in each lobby.

4 Shoe polisher, electric shoe polisher is placed at a proper position in the lobby, and the charge is RMB each time.

Small commodities such as perfume and flowers can be displayed, and some small commodities can also be invited to participate in the exhibition in the relatively empty hall. This method has not been popularized.

4. Club management reference

1 gym 20 yuan/time, table tennis 5 yuan/time, chess and card room 3 yuan/hour/person, reading room is free, and the center is closed at the market price.

Training courses for club events: aerobics 200 yuan/person, dance 200 yuan/person, table tennis 200 yuan/person, market price piano, etc.

Convenience stores or vending machines set up in the club: drinks, tobacco, daily necessities, etc.

4. Outsourcing operation of clubhouses: Under limited conditions, some clubhouses can be contracted to professional companies for operation, which can avoid the investment of management and personnel, and the income is relatively fixed. At present, swimming pools, gyms, etc. Most of them are infected. However, contracting operation is easy to bring a strong commercial atmosphere to the clubhouse, which is contrary to the service function of the clubhouse. Please use it with caution.

5. Exhibition land: At present, some advertising companies will push some high-grade goods such as cars and real estate to the development of the community, and rental clubs will earn a lot of money by carrying out such exhibitions.

Lease is used for small meetings and business negotiations, which is demanding and only suitable for office buildings.

5. Rental and sale of second-hand real estate

6. Using the exterior walls and roofs to do some outdoor commercial advertisements can earn millions of yuan in management fees every year.

Second, the owner's demand analysis of resource management

1, clothes

1. Dry cleaning of clothes: cooperating with well-known dry cleaners can get a rebate of 30% of the laundry price.

2. Acting as an agent for brand clothing production, which has not been promoted.

3. Nanny, part-time: In cooperation with the housekeeping company, please invite the staff of the housekeeping company to work part-time as a nanny in the community, and you can get a rebate of 20-30% of the price of housekeeping services.

Step 2 eat

1, the distribution market in the early, middle and late hours has great potential, but it is difficult to operate. Without good food quality and service quality, it is difficult to operate.

2. Home cooking for breakfast, lunch and dinner: similar to hourly service.

3. Distribution of fresh vegetables and fruits: Cooperate with fruit and vegetable companies to jointly launch similar milk ordering services in the community.

4. Drinking water distribution, namely barreled mineral water distribution,

Step 3 be alive

1, national hotel reservation

2. Rental and sale of second-hand real estate

Step 4: ok

1, book trains and air tickets.

Step 2 rent a car

3. Travel agencies at home and abroad

4. Cooperate with travel companies to hold special tourism.

5. Health care

1, family health doctor

2. Family Fitness Instructor

Three. Social resource management

Communication service management

1, network management, renting the bandwidth of well-known network companies, setting up seats in the community, inviting special network management networks to provide internet access services, and charging monthly rent for users accessing the network will bring huge profits to property companies similar to the IT industry. Please consult the network company for specific operation.

2.IP telephone service, acting as an agent for IP telephone company, sending special personnel to promote IP telephone service in the community and extracting commissions from telephone charges. This kind of business has also been successfully operated in other property companies, and there are successful cases with annual income of millions. Specific operation can consult the local IP telephone company.

3, mobile phone signal amplification, including mobile, China Unicom, PHS signal amplification, this kind of business is generally a telephone company to find a property company, the telephone company needs to amplify the signal in a certain area because the telephone signal is not good, so find a nearby building to install amplification signal equipment, and therefore pay the venue rental fee to the property company. Generally, the field rent of mobile does not include electricity, China Unicom does not include electricity, and PHS does not include electricity.

4. Cell phone signal signal coverage in the building. This service is applicable to all communities with elevators or underground parking lots, because the signals of elevators and underground parking lots are weak because of the obstacles of buildings. In order to satisfy residents to use mobile phones in elevators and underground parking lots, China Mobile, China Unicom and PHS have successively launched this service in recent two years. Property companies can take the initiative to find these companies and apply for signal coverage in the community. If the telephone company agrees to install equipment in the community, they will pay the rental fee to the property company. The average rental fee for mobile phones is RMB/year, excluding electricity charges, while that for Unicom is RMB/year, excluding electricity charges. PHS has not provided this service yet.

Tisso

In order to conscientiously implement the important thought of "* * *" and the spirit of the 16th National Congress of the Communist Party of China, adhere to Scientific Outlook on Development, strive to build a harmonious society, further deepen the construction of urban communities, improve the quality of community services, meet the multi-level and all-round service needs of the general public, and promote the development of community services in our city in the direction of marketization and industrialization, learn from the experience of other provinces and cities, and conform to the reality of our city, the following implementation plan is formulated:

First, the necessity of establishing Yinchuan community service call center

Community service is the core of community construction, the fundamental starting point and destination of community construction, and an effective measure to practice the important thought of "* * *" and implement Scientific Outlook on Development. To do a good job in community service, we must establish a professional service organization with a certain scale, perfect service content and high service level, which can meet the living needs of residents. The establishment of community service call center in Yinchuan City is to meet the needs of the development of the situation, the needs of the majority of community residents and the necessary measures for the in-depth development of community construction.

The establishment of community service call center is conducive to further improving the level of urbanization. With the acceleration of urbanization and the development of urban economy and society, the functions of cities are constantly expanding. By establishing community service call center to provide all-round and multi-level services for citizens, the environmental image of the whole city can be improved, the management level of the whole city can be improved, and the taste of the whole city can be improved. Second, it is conducive to further meeting the housing needs of the residents. With the rapid development of economy and society, the lifestyle of urban residents has changed greatly, and their living needs are diversified, which puts forward higher requirements for community services. In the past, those "small, low and scattered" services could not meet the requirements of the residents. We must establish a community service call center to meet the growing needs of the residents. Third, it is conducive to further improving the quality of community services and promoting community construction. By establishing a community service call center, integrating market resources and social resources, we will form a high-standard, high-quality and all-round professional service organization, truly achieving "facilitating the people and responding to the needs" and promoting community construction to a new level. Fourth, it is conducive to further promoting the development of community services in the direction of marketization and industrialization. Establish community service call center, make full use of social resources, take the road of marketization and industrialization, cultivate emerging industries by using network technology and information technology, and promote the development of tertiary industry. Fifth, it is conducive to further improving the level of * * * serving the people. Establish a community service call center, carry out a series of service activities for the people, solve the difficulties of the masses in production and life, improve the service level, and close the relationship between the party and the masses. In line with the requirements of * * * Yinchuan Municipal People's Government's Opinions on Accelerating the Development of Service Industry.

Two, the establishment of community service call center guiding ideology and work objectives

Guiding ideology: Guided by the important thought of "* * *" and the spirit of the 16th National Congress of the Communist Party of China, adhere to Scientific Outlook on Development, adhere to the principle of "people-oriented, solve problems for the people", establish the concept of building a service-oriented city, closely focus on building "two most suitable" cities, take meeting the service needs of citizens as the starting point, make full use of modern scientific and technological equipment and means of information exchange, and integrate market and social service resources.

Work objective: to establish the help hotline and service website of community service call center to serve the people 24 hours a day, to cooperate with Ningxia Telecom Company in the form of enterprise management, and to make use of the advantages of China Telecom's "1 18 165438" knowledgeable person platform to build a network covering the whole city. It has the characteristics of high standard hardware, complete software facilities, high quality service, scientific management and all-round participation of citizens and units. It has a high reputation in the whole city, adapts to the requirements of marketization and industrialization, and gradually establishes a perfect and unified information platform for serving the people. Through the intermediary transmission of supply and demand information, citizens and units can enjoy fast and convenient services. Really "facilitate the people and benefit the people, be responsive."

Third, the content of community service.

The main services are divided into three categories and eighteen subcategories, exceeding 120 service items.

1. affairs consultation

1. Social security consultation: laid-off registration, on-the-job training, pension payment, labor security, policy consultation, recruitment information, pension insurance, medical insurance, unemployment insurance, industrial injury insurance and maternity insurance.

2. Civil affairs: resettlement, double support, low-income application, five-guarantee application, poor application, three-no application, community registration, adoption registration, marriage registration, divorce registration, disability rehabilitation, old-age undertakings, welfare institutions, and funeral reform policies.

3. Family planning: family planning consultation, pregnant women's health care, health care services, contraceptive supply, prenatal and postnatal care.

4. Enterprise services: policy consultation, information service, talent exchange, license handling, logistics service, property management, electrical appliance maintenance and unit handling.

5. Tax consultation: policy consultation and formalities.

Second, life service.

1. Domestic service: domestic nanny, moving service, patient care, room delivery service, cleaning, garment processing, clothes washing, family dinner cooking, flowers and plants conservation, old-age service, welfare service, maternal and child service, child care service, tutor service and shopping guide service.

2. Equipment maintenance: air conditioning maintenance, DVD maintenance, VCD maintenance, refrigerator maintenance, audio equipment, vacuum cleaner, disinfection cabinet, microwave oven, electric fan, washing machine, TV set, water heater, computer, communication equipment, photographic equipment, etc.

3. Housing projects: home decoration, house maintenance, door lock maintenance, electrical appliance installation, pipeline installation, pipeline maintenance, pipeline dredging, water and electricity maintenance, refrigerator cleaning, building materials market, furniture market and second-hand goods market.

4. Medical treatment: medical consultation, community medical treatment, family sickbed, on-site service and family health care.

5. Transportation and tourism: tourism information, ticketing services, scenic spots introduction, tourism services, car rental services, transportation services, railway information, bus routes and flight inquiries.

6. Accommodation and catering: hotel catering, food, fast food delivery, fitness places, tea houses and bars, singing and dancing entertainment.

7. Celebration etiquette: wedding service, CD production, photography service, bonsai of flowers and trees, and camera service.

8. Intermediary services: nanny agency, marriage agency, professional agency and housing agency.

9. Legal services: legal consultation, legal aid and lawyer services.

10, funeral services: funeral supplies, cremation procedures, cold storage services, and ashes storage.

Other services

1. Education and training: clothing training, chef training, vocational and technical training, higher education and professional education.

2. Financial insurance: insurance agents, insurance policies and financial insurance policies.

3. Other services: broadband agents, advertising services and telecommunications services.

In view of the fact that "Yinchuan Community Service Call Center" is still in its infancy, according to the instructions of Secretary Cui of the Municipal Party Committee, "gradually determine the expansion according to the business volume, and do things well first". We can focus on life service, cooperate with digital TV service system, put into operation in advance, and then consider business consulting and other services together when conditions are ripe, and carry out all-round services to realize the community service goal of "helping the community, helping the community hard and having needs".

Four, community service call center site settings

Yinchuan community service call center is integrated with China Telecom's knowledgeable person platform, and the call center is directly set on the "118114" knowledgeable person platform of Ningxia Telecom Yinchuan Branch. "118114" knowledgeable person's service aim is to provide all-round information services for the general public, which means "nothing is difficult in the world. Please call 1 1865438 for anything. At the same time, some items of the call center have been queried on the knowledgeable person platform of China Telecom, and the information coverage is very wide. If the general public needs help or service, just dial "118114" to enjoy quality and convenient service.

Verb (abbreviation of verb) Call process of community service call center

Users in the preceding paragraph dial "118114". After the call is connected, knowledgeable person Comprehensive Station will provide users with manual inquiry service. The service language is: Hello! what can I do for you? And is responsible for the customer service work of the community service call center.

6. Software part of community service call center

1. The application of China Telecom knowledgeable person comprehensive information database.

2. Application of "118114" directory database.

The use of China Telecom's knowledgeable person platform and equipment can save investment costs and realize the networking of urban information construction.

Improve the community service system in our city.

Seven, call center business management

Party A: Yinchuan Branch of Ningxia Telecom Company.

1. Yinchuan Branch of Ningxia Telecom Company classifies the community service information provided according to the business requirements of the Civil Affairs Bureau, makes a comprehensive information query template, and merges all kinds of information into the comprehensive information database respectively. In order to ensure the real-time and accuracy of information, it is responsible for updating the changed information in real time.

2. Yinchuan Branch of Ningxia Telecom Company trains the telephone operators according to the requirements of the Civil Affairs Bureau, and is responsible for the management of all services, including the feedback of user complaints and handling results, and analyzing, sorting out and adopting the opinions obtained.

Party B: Yinchuan Civil Affairs Bureau

1, Yinchuan Community Service Call Center, which is responsible for accepting the complaints that telecom operators are dissatisfied with the services provided by merchants in the process of operating services. The telecom operators will transfer the service complaints to the call center, which will handle the complaints and feed back the processing results to Party A or Party A will feed back the processing results to users.

2. Yinchuan Community Service Call Center has the right to supervise the mistakes and service satisfaction of Party A's operators in the process of business service.

Eight, community service call center information collection, management and maintenance.

The information collection of community service call center is completed by Yinchuan Community Service Management Center, and the collected information is classified according to business service categories. After sorting, submit it to Party A, and Party A will import the community service information into the comprehensive information base. At the same time, the management center also needs to verify the comprehensive information regularly, and submit the changed information to Party A, and Party A will update the changed information in time.

Nine, a few suggestions

1, the establishment of Yinchuan community service call center is a popular project. To do practical things well and do good things well, it is necessary to strengthen leadership, improve organization, strengthen coordination, establish a long-term management mechanism and make steady progress. It is suggested that * * * hold a press conference, release information, put forward conditions and invite investment to the public.

2. In order to strengthen the service of the call center, it is suggested to set up "Yinchuan Community Service Management Center" with 4 staff members. Responsible for the recruitment, supervision, management, assessment, complaints and daily affairs of service franchisees.

20xx65438+1October 9th