Realize the value of property management companies with continuing operations (Reprinted)

 Realize the value of property management companies with continuing operations
Wuquan Hong
property management industry in the domestic real estate market is accompanied by the emergence and development of growing. China's current housing management can be divided into four modes: First, the main street offices area management committees set up similar organizations to manage the housing, the agency agreed with the Local Government administrative organizations, focusing on highlighting the local government administration; the second is the establishment of the city housing authority property management companies; third stable unit of state-owned large enterprises to implement self-management of property management; Fourth, establish a modern enterprise system, and for a market economy, in line with international practice of property management companies. The first three because of the planned economy with a strong color, has been difficult market economy development. The fourth model is perfectly functioning market economy by, the implementation of paid services, independent accounting, self-financing, focusing on economic, social and environmental benefits of combining to play the most important function of property, increasing the value of to create clean, civilized, safe and comfortable (living and working) environment for the goal is the development of the property management industry, the inevitable result, the paper called the property management business model without the operation of that enterprise refers here.
property management services from the customer facing features and future trends, there are three property management business works: by the customers themselves do; customer commissioned agents do have some qualifications, including local special sub; and commissioned by the market as a whole to professional property management company.
(a) the value of the property management company to achieve
one, if the enterprise system
enterprise system generally, is the business to adapt to market-based relations of production, including enterprise property right system, operating system, management system, supervision system, incentive system and so on. enterprise system by the external environment and internal environment of the two aspects. In the external environment, by the local market, market order, policy, legal environment impact. in the internal environment, by enterprise property right system, organizational structure, management decision-making, target assessment, corporate culture and other aspects of science and technology level.
legally China's enterprises in three forms, namely, corporate, partnership and wholly owned enterprises. as the operation of the enterprise market, the property must have dominated, autonomous, certain civil liabilities such as foreign to the basic conditions. countries the establishment of enterprises in the form of, investment, corporate responsibility, obligations, review of business and registration system, etc. have a corresponding requirement. of property management companies, although on the surface, you can take any kind of enterprise system, but whether the government for social stability, macro-control of, or an item of customer from long-term normal use of property interests, or from companies to the risk point of view, partnership and wholly owned enterprises engaged in property management services have a congenital weakness.
property management companies in recent years, state-owned enterprises in the discussion restructuring, countries are encouraged internal management mechanism, the concept of change management. The purpose of enterprise restructuring in line with market rules is to establish a scientific management model, that in compliance with market rules of the game under the premise of a clear relationship between market players, and establishing a market strategy, adjust the organizational structure, developed for enterprise survival and development incentives, assessment, monitoring mechanisms, management, system, technology or service innovation, long-term development as the goal of enterprise, from the customer point of view, the interests of customer focus, focus the basis of good management service, integrity, professional and efficient service delivery.
Second, corporate culture, corporate culture
managers by competition based on business strategy, management and other needs, advocacy, advocacy and practice by the employees gradually accumulated values, entrepreneurial spirit and are perceived by the outside world corporate style, is a being reinforced the in. enterprises in the survival, development, and the existence of the process, must learn to adapt to the environment of external, internal integration. in the process of the formation of behavior, all staff within the enterprise is considered to be effective by all personnel As each individual understanding, thinking and feeling the way things are correct, but influence and teach the new members into the enterprise.
corporate culture which includes values, beliefs, rituals, stories, language, symbols and other components. Culture can be likened to the character of individuals, enterprises of different means of different corporate culture and has a relative constancy. corporate brand, reputation is a business on the outside. feel the need to accumulate as the culture, experience, corporate culture formation is not short span of time.
the role of employees is not only the object of corporate culture, corporate culture by education and guidance in understanding the company's common values and behavior, press the requirements of enterprise thinking and practice at the same time, businesses Each member of the thinking and behavior shown by the common characteristics and composition and to create corporate culture, corporate culture as the main building. business and cultural needs of the entire staff to build and maintain. For this reason, corporate culture compared to other companies is difficult to copy.
corporate culture since the penetration in the enterprise at all levels and departments within the enterprise unearthed the story of a rich, language and etiquette among the basic values and beliefs not only need art, but also must work with business strategies are combined and jointly play a role.
enterprises to long-term advantages, not only must pay attention to corporate culture, corporate culture should also be recognized that the enterprise itself may cause obstruction. beliefs may affect the business decision makers in the line of sight, changes in external conditions make it difficult to detect and slow, while in the past proven results, so that the future is easy to stick to the culture. Therefore, the corporate culture of the firm's strategy can be an advantage, may also be a weakness, and of corporate strategy development, implementation and evaluation. good corporate culture should enable member companies to share the common goal of obligations, while the members must help to improve the ability and enthusiasm.
the operation of the business enterprise culture decision-making has a significant impact, enterprises must be long-term planning and strategy development in the corporate culture to evaluate whether it is with business development coordination of corporate culture. If the corporate culture has an advantage, and with the strategic coordination and cooperation, the implementation of the strategy comparison quickly and easily. If the new strategy, corporate culture and incompatible, then the strategy may not achieve the changes, in particular, trying to change the strategic direction of the enterprise, the more likely to encounter difficulties. in the enterprises to change or introduce new strategies for the enterprise Culture and coordinated new strategy, managers would be wise, effective and timely changes in the dominant corporate culture. Otherwise, the potential impact of corporate culture will result in confusion of the relationship between enterprise members, and ultimately interfere with strategy formulation and implementation. on business decisions are concerned, the enterprise as a social system is very important to the success or failure often depends on the corporate business strategy and the relationship between corporate culture.
property management companies as their operating characteristics, namely, to serve clients in all property management services as the main, relatively constant customers and a certain sense, the relative stability of management and services, the decision of the enterprise must pay attention to and strengthen the corporate culture of positive guidance and education to enable front-line staff to understand and comprehend the profound meaning of services and function, and bit by bit through the management services in the daily work, to avoid repetitive work giving the staff a negative impact of human nature, to maintain the healthy functioning and value of the property, constitutes a unit in the city that meet the basic requirements of property projects Meanwhile, for the community to contribute to the stability and development.
three
human is a human resources than land, machinery, plant more important resource. the operation of enterprises is based on the first person to carry out this kind of factors of production . Human resource management is inseparable from organizational design, recruitment, remuneration, motivation, evaluation and other aspects. education and training for staff to enhance the competitiveness of enterprises; medical and health care, welfare policy, relations between the stability of corporate staff; recruitment , out of the system and the introduction of high-quality personnel, the staff is related to the corporate structure and long-term development. to control a good thing, with good people, emphasis on human capital, making it to the limit, so that income is greater than investment in human resources must be attach importance to the work, and effective control. companies need to build human resource strategy to improve organizational effectiveness, to support the development of corporate strategy.
the implementation of business strategy and capital structure based on the effectiveness of combination. Human capital strategy must be the same together to consider the organizational structure, including staff and through training, learning and work experience accumulated by the development of abilities and skills, work processes, management structure, information and knowledge, remuneration.
will have the ability to staff at the right time where in the right position, the human capital to maximize the impact on corporate performance in order to correctly implement the company's strategy to ensure that human resource management will be able to measure the value delivered to all staff.
first build human capital strategy is transactional and strategic human resources together. In addition to the current view that the affairs of human resource management responsibilities, will contribute to the human resource base of business operations, business units and functional departments in the establishment of performance contracts between.
human capital strategy the results can be used to measure the following quantitative indicators: financial indicators, including human resource costs, human resources, process costs, labor productivity; customer indicators, including customer satisfaction, employee satisfaction, employee acceptance; process indicators, cross-boundary harmonization, human resources project implementation cycle, human resources strategic planning and review process through the time and administrative time, advisory and transaction processes, such as first-line manager for human resources development and management of time, the ratio of administrative processes; capacity indicators, human resources degree of automation, human resources staff performance improvement, leveraging human resources staff that the number of personnel and human resources ratio of the number of all employees.
service industry is a common problem of enterprise human resource management degree on the success of their general than the first-line management of high evaluation of human resources, namely, human resource managers on their own feel too good, but customer service is far less than the orientation, which many of the early development of human resources management Human resource managers have a warning role.
property management companies need to account for the majority of enterprises as a key front-line employees, corporate culture in combination with the premise that the best way is to make efforts in four areas: training of staff to care for and understanding customers, motivate staff to provide special services, empower employees to solve problems themselves, reward their employees on the customer's heroic acts.
Fourth, quality assurance
industry management industry as a kind of special service industries, and its special features: relative stability of customers; management services targeted at specific areas; services both in public areas of the equipment and facilities, environmental greening, disinfection and safety management, including a single customer's individual needs indoor maintenance, conservation, etc. services; involved in professional and more services in broad terms, a wide range of contacts with the outside world; front-line service personnel relatively high, at this stage is still a labor-intensive sectors. property management industry from a recipient of services, in addition to owners themselves, but also including their relatives, friends, colleagues or clients, customers and property rental property management companies upstream (such as real estate development company) downstream (the professional provider) customers, relevant government departments, customer service quality can be evaluated at any time. Therefore, the on-site management, process control, supervision and inspection and operation of the arrangements also has its own characteristics, the quality of services through continuous on-site service reflected the background of the resources to support essential to make quality assurance will become very critical. < br> Property Management Services by nature, in essence, be customized according to customer demand the invisible activities. that the property and various ancillary facilities ontology as the basis for specific customers or customer services, property and goods. Here service personnel to help customers but do not want to pursue their wants to do things in person, so the results and performance to provide property management services depends entirely on whether the activities to meet customer needs. The design and delivery must be based on customer-centric , the normal use of the property-based services.
the characteristics of the service itself, its performance is often in front of customers is a process: edge to provide, while consumption. In the event of problems or accidents, can do some level of cover. customer demand is random, it is impossible to predict in advance, can only be prepared in advance and are subject to change, be adaptable, and the needs of different customers are different, both common, but also relative. means the end of the quality of service has shown. Therefore, to ensure the service results to meet customer needs, meet quality requirements, property management companies should establish their own quality assurance system in the organizational structure, responsibilities, procedures, processes, resources, programs and activities in areas such as control, so that effective operation. quality assurance system is the international standard quality system can also be in line with their own systems to meet customer requirements of material and spiritual aspects of the management system.
order to test the quality of service, to maintain and improve the quality of services to achieve the purpose of , the property management company should the two properties from the service aspects of service quality measurement, it is first quantitative measurement tools or methods, including the feel, such as waiting time, in good condition, language, professional, etc, and can not be observed If the process equipment and facilities maintenance, water quality in hygiene and so on. The second is obtained by comparing advantages and disadvantages of qualitative measurement, such as security, reliability, health, convenience and response, the level of courtesy, landscaping, credibility, integrity level , credit, communication, contact, etc..
property management as a service, it must meet the functional, economic, security, timeliness, the requirement of civilization. professional property management services is different from the corresponding quality of important different degrees: such as security management focuses on safe, timely, and focuses on the maintenance function, time and comfort.
property management in quality assurance is based on a customer-centric service needs, including housing construction and ancillary property facilities and equipment, municipal utilities, green, health, transportation, security and environmental management projects such as maintenance appearance, repair and renovation, by customer, information, facilities and equipment, three contact points for service before, during and after design, to determine quality objectives, to develop acceptance criteria, so that to achieve full participation.
protect the quality of the final result is to provide confidence to managers within the organization, so that customers or others in the external trust. quality assurance capabilities enable customers to confirm that all who, certification bodies, government and other beneficiaries the ability to create trust. In the market economy, trust is very important. in three trust, whether it is personal trust (based on family, students on the basis of trust and other traditional) or Experts trust (in recent years a variety of hollow of the society more easily accepted and recognized at this stage of trust mechanism. This trust is in the contract, through the documents, records and quality system of continuous review, evaluation and continuous improvement, to provide a basis for trust.
five and risk control
property management business as a self-management, self-financing, since the risk of the enterprise, in order to continue operating in a market economy, must withstand all kinds of risks of internal and external factors:
1. property the management of various facilities and equipment ontology risk
residential areas, buildings and other properties are configured with different functions and uses of equipment, such as central air-conditioning systems, generators, high and low voltage power distribution equipment, intelligent fire fighting equipment, security monitoring systems, elevators, escalators Shenzhiguolu and so on. These are the normal use of equipment and facilities related to basic life and safety of customers, and because these devices with high technical content, high-value, in addition to typhoons and other natural disasters, but also people of factors, in the event a big failure, is often difficult to quickly return to normal, the enterprise is the most immediate risk. Secondly, property management services involves a wide variety of facilities and equipment are directly or indirectly related to the internal and external customers, but also related to the business and customer property, etc., such as equipment failure causing personal injury clients, customer complaints are not timely adjust and deal with the development of the group of complaints, lawsuits, etc., enterprises, these factors are also potential risks .
2.
the risks of policies and regulations and property management services for a variety of relevant policies and regulations, industry standards, technical specifications, etc., if the company fails to perform, or after the introduction of new laws and regulations are not timely adjustment or regulations on property management companies may own the negative impact on the risk for both companies.
the presence of various risks, directly or indirectly affect the normal operation of enterprises so that enterprises may undertake appropriate economic or liability, and even threatened the survival of enterprises, therefore, must strengthen the management and control of risks:
(1) The first is not against the law to evade the laws, but strictly in accordance with the law, will things should be clear legal provisions and as far as possible within the scope permitted by the contract to describe the form and conventions. This is that it seems easy, but often in the face of complex problems, decision makers , managers and executives for the protection of their own and corporate point of view, the words and deeds written documentation to sort out the various contracts, agreements to conduct feasibility studies, consultation with counsel's advice, first do a good job for their own protection. while dealing with major issues before the need to develop in the absence of grasp strategy is not against the law. After all, that is, first good faith compliance.
(2) enterprises should set up a special group or committee, and a variety of business-related laws and regulations and to assess possible risks, develop contingency plans and guidelines, specifically responsible for tracking and enterprise business and operating the various information in a timely manner to determine the possible risks, tabled to make prevention.
(3) of the risk can not be determined, such as natural disasters, and without a management services and other factors on potential risks, should consider ways to reduce insurance losses that may arise. for personnel to operate and other factors related to the possible risks through the system, training, assessment, inspection, etc. with the strict requirements to avoid.
(continued on)
(b) of the enterprise value depends on the customer's evaluation of
First, customer loyalty and business value of the property management company
measure the most important criterion for success is customer satisfaction. in all resources, customer is the most important resource. customer satisfaction is all the reasons on which is the most valuable asset. in the traditional mode of thinking, the profit = (unit price - unit cost) sales, unit price , costs and sales profits constitute the Troika, at the lowest cost manufacturing to the highest prices to sell more products to achieve profits.
And now, the new profit model: Profit = [(customer Utility - production costs - customer side of transaction costs) that customers value - (Customer delivered value) that are received - (customer cost) is the fight and keep each customer must pay the price] the number of customers, ie customer value, income customers, the customer cost and number of customers constitute a source of profit. In the case of production costs are relatively constant, how to allow customers to achieve their desired psychological valuation, reduce customer in the purchase process than product prices in addition to costs and reduce to win and the cost to retain customers, maintain and increase the number of customers is a fundamental corporate profits. research shows that for a new customer than to retain an old customer needs to add at least 4 times more than the price, which is the modern enterprise to expand their customer base, increase customer loyalty reasons.
Therefore, if customer satisfaction, in addition to the service etiquette manners, is more important is to learn to understand a customer's point of view and think, to understand the lives of our customers , creating value for customers and provide products to meet customer expectations and services.
loyalty to customer satisfaction until the process has the following way: First, customer demand for all the work starting point and starting point. understanding of customer needs, is to improve the satisfaction prerequisites. on balance, reasonable distribution of resources is the key issue. of property management services, provide to meet the basic needs of our customers services such as normal water, electricity, security and management services for all properties is the basic work. When the customer that its actual meet or exceed their income to pay, the client will be satisfied. surprise to customers, companies should go beyond long-standing goal of growing customer expectations and plans. customer satisfaction or loyalty to the process changes, the customer will be and its actual the process of comparing their pay. popularization of network technology provides a way to understand the customer loss.
customer expectations are quite broad, there is material, but also spiritual. have laws and regulations, but also outside of these provisions, such as habits, customs, morals, behavior and so on. To this end, transparency and an open mind, to strengthen communication with tenants, customers should know that the information will be comprehensive, accurate and complete the transfer, to avoid misunderstanding or dispute is very important. As a property management company, in order to satisfy the customer, must pay attention to every detail to meet the needs of every customer, customer recognition. Likewise, every detail of the problem, not the timely, high quality, carefully complete the service, may result in customer dissatisfaction, loyalty means the accumulation of discontent will be undermined. attention to detail, striving for perfection, is sustained, gradual process. long-term satisfied customers would certainly be a loyal customer, customer loyalty is the cornerstone of long-term development business, customer loyalty will bring about the ultimate value.
(c) of the property management business going
First, the policy and the environment
policies and regulations and in the current environment, the following aspects of the business of property management companies large:
1.
property laws lag behind the current practice of property management rules and regulations there is not comprehensive, rigorous, non-specific, and not enough coordination defects, property management companies manage a corresponding increase in difficulty.
2.
management fees paid by arbitration, litigation for recovery of arrears, time-consuming long, the cost big. of bankruptcy, property transfer, judicial documents related to such factors can not be conveyed in arrears, is difficult to claim right of recovery, bad debts become uncollectible.
3. The standards for property management services too tight a grip
the standard management fee charged is not fully market-oriented property management services to make it difficult to maintain their professional standards.
4. owners of property services, lack of consumer awareness
5.
inadequate personnel structure with a large, tertiary education management and technical personnel staff the proportion of the total low, high-quality property project managers and middle management cadres in general lack.
6. Committee on Relations with the owners of the processing
Second, for-profit model
profit model is to determine the property management company to maintain the premise of a going concern.
1.
single project to a single project management services to maintain balance as the main business goals. a single project's focus is the rational of human resources, efficient multi-skill, personnel management services to minimize and reduce the expenditure of resources of various consumption categories,UGG bailey button, the introduction of professional services and to strengthen the collection of receivables. provide remuneration for the same time, the use of project resources for their clients, and resources to carry out match a variety of services revenue stability operations, in addition to yard management, home care and other projects, but also to carry out the cooperation with external suppliers, as well as consignment agent, intermediary services, club management, asset management and other developers the way indwelling management, to provide the main business income outside.
2.
intensive management to ensure that a single property in the balance of payments under the premise of the project, between projects in different, specialized services for the same resources can be integrated . in maintaining the professional level, save costs and maintain service quality, and on this basis, the Foreign Service, to undertake the project and increase revenue. such as engineering services, landscaping services, the implementation of intensive management.
3 .
regional business projects in the geographical proximity, the use of the project itself to the characteristics of the items of two or more human, material, information integration, the implementation of regional multi-project management. as between projects the same or similar types, all kinds of facilities and equipment and operational processes are similar in technology and management standards for a unified regional management. If the project size and resources between the complementary, then the give full play to the role of resource integration. In the implementation of regional management, in addition to the comprehensive ability of managers to high demand, the company's management should be coordinated, in appropriate tilt resources. in the regional management is not fully finalized Before making the stability and accuracy of the information collected a large role, should focus on the positive side to play.
4.
scale business enterprises of the project will be the same business together, the overall strength and resources to negotiate with suppliers, more bargaining power to obtain a reasonable low price, such as a unified procurement management and distribution, reflecting the large-scale operation advantages.
5.
cross-regional business model of cross-boundary management output. use of enterprise management and operation of sophisticated mechanisms, operation and management mechanism to quickly copy business to other areas, mainly to manage the output. In the same time ensuring the supply of human resources, must be established communication channels of the remote, the implementation of plans, real-time control tasks , taking full use of local resources. In addition, companies should consider the strategic partnership established to enable partners to grow together with the enterprise, reducing business costs and maintain the level of resources and quality management to achieve cross-regional business.
6. Technology Application
applications include not only property but all kinds of equipment and facilities involved in the management of the technical content. of multi-project management, relying on the traditional face to face communication, the loss inherent in transmission of information and communication cost increases, has been unable to meet the requirements of the development of property management companies. multi-project is a regional property management projects in particular, must make use of computer, network, video conferencing systems and other technology for a variety of information transfer, exchange and communication to ensure the rapid flow of business information, comprehensive, complete and accurate.
7. a variety of business valuation
project development and diversification projects are often easy for property management companies involved in the business. the use of community resources, property management companies to more easily involved in community services, development of community services, the implementation of a variety of operations. a variety of business development and delivery of the project, in addition to income generation, but also to deepen the understanding between businesses and their customers, build good relations, easy to charge. in a variety of business development projects should pay attention to the important value of the assessment:
A. variety of business development projects should first possible use of existing resources, property services, project development to the property for a specific investigation and analysis of customer needs and fully understand the customer service requirements, standards, price acceptability, timeliness, processes involved in assessment services, investment, exit costs, border costs, and risk factors such as withdrawal.
B. distinction between the specific nature of property services: Some of these projects in a specific property may be profitable, for the other properties may not be profitable. Generally speaking, the property itself has its own different position, with the same service to get the other properties, even if the quality of services and requirements were adjusted may not have access to another customer's identity property.
C. groups should consider the number of property clients.
D. as a residential and office property, rental intermediary services are more in line with the above conditions a variety of business projects . This highlighted the intermediary business, because in the mature markets overseas property management industry, a large property management companies to ensure that basic services, has won a large customer base, based on the housing business as a corporate intermediary main source of profits.
(d) creating value for customers
from the real estate consumer behavior is concerned, not just real estate property management service, customers choose is another addition to the purchase of consumer durable, Therefore, how to create value for customers is a long-term property management services to corporate strategic goals and directions.
a customer satisfaction strategy
With the acceleration of real estate development, property management, the constant expansion of business management, property management of the development of enterprises are also faced with new challenges. the rapid development in the property management industry today, to win customers is to win the market, competition among enterprises has grown from a simple development of competition in service delivery to the customer relations competition. properly handle customer relationship and close communication with the owners to enhance customer service, to maintain and enhance customer and business value is critical. Therefore, there must be specific solutions to enterprise customers in the process of weak links in order to achieve the full increase customer satisfaction and loyalty of purpose, a property management business services, the primary objective.
Second, corporate and community culture
completion with a variety of real estate and put into use, and the gradual implementation of housing reform, the government culture management activities can be grouped into essentially three ways: First, the need for national and social stability, with political significance of cultural management, this approach stresses the government-led, including the master core of the professional arts organizations; Second, community cultural activities for the unit; third is entirely social forces, a government monitoring.
community culture is the gradual development of the property management industry, an important feature appears. In an increasingly standardized property management, community culture is particularly prominent and necessary. The purpose of community culture is through the impact of culture on the people and the infiltration of people's words and actions to achieve the specification, the purpose of training people to cultural quality, which is an important feature of modern culture and community development. as a function of living communities, should be to Quiet community culture as a precondition, in a quiet environment to create a spiritual home at the same time contains a more profound cultural, emotional and content.
characteristics of the composition of the community, and community culture and create a long-term, ongoing process, good operation of the business and community culture customer must bring added value to the community for sustainable development of enterprises laid the foundation, and become difficult to compete in the The implementation of property management companies
as one of the main business, improve housing maintenance and management, timely maintenance of housing maintenance and alterations, a fundamental guarantee for the normal functioning of housing use, the property management business due responsibility. for developers or co-owned real estate investment transforming the old areas, enterprises can win customer loyalty, deliver value to customers and businesses.
commercial implementation of transforming the old areas should follow the economic, rational, safe and practical principles. specific consider the following aspects of work:
1. The reconstruction plans
first through various surveys and understanding of customers seeking the views of property projects, a clear need to identify improvement projects. Only major reconstruction projects and programs recognition of the majority of the owners to make estimates on the project. In particular, housing insulation, leakage, security facilities, programs, must do adequate market research and understanding, seek the views of various professionals and experts, an important process, the main choice of materials and construction methods must be ...