目录第一章项目物业管理服务定位与重点......................................41.0项目概况.....................................................................................................................41.1客户群体需求分析.....................................................................................................51.2物业管理服务定位.....................................................................................................61.3物业管理服务重点.....................................................................................................61.4物业管理服务措施.....................................................................................................7第二章管理服务理念和目标..............................................82.1物业管理服务理念.....................................................................................................82.2物业管理服务目标...................................................................................................12第三章项目管理机构运作方法及管理规章制度.............................133.1管理组织架构...........................................................................................................133.2运作流程...................................................................................................................153.3保证实现管理目标的运作机制...............................................................................173.4工作计划...................................................................................................................213.5制度的建立与管理...................................................................................................233.6档案的建立与管理...................................................................................................32第四章物业管理人员的配置、培训与管理.................................344.1管理处人员配置.......................................................................................................344.2物业服务人员录用标准及岗位职责.......................................................................354.3物业服务人员培训...................................................................................................52第五章物业管理服务分项标准与承诺.....................................565.1各项管理指标及措施...............................................................................................565.2各项服务指标及措施...............................................................................................57第六章业主入住及二次装修管理.........................................606.1前期筹备管理...........................................................................................................606.2业主进驻管理...........................................................................................................626.3二次装修管理...........................................................................................................64第七章日常管理与客户服务.............................................657.1设立CCPM客户服务中心.......................................................................................657.2做好各类突发事件应急处理预案...........................................................................657.3建立客户服务快速反应系统.............................................
