全员品质督导方案(试行)VIP免费

绿城物业服务集团2013年全员品质督导方案（试行）绿城物业服务集团有限公司1品质督导部二○一三年七月2目录一、全员品质督导行动框架...........................................................................................................3二、内部督导的主要内容..............................................................................................................4（一）要点督导......................................................................................................................4（二）节点督导......................................................................................................................6（三）触点督导......................................................................................................................7三、联动督导的主要内容..............................................................................................................8（一）业主监督员督导...........................................................................................................81.业主监督员督导.........................................................................................................82.物业服务工作报告公示...........................................................................................113.互动机制..................................................................................................................12（二）项目公司（绿城员工）督导.....................................................................................121.项目公司督导...........................................................................................................122.绿城员工督导...........................................................................................................14（三）神秘顾客督导............................................................................................................171.督导目的..................................................................................................................172.督导人员..................................................................................................................173.督导内容和标准.......................................................................................................184.督导方式..................................................................................................................185.督导频次..................................................................................................................186.督导成果的运用.......................................................................................................18四、附件........................................................................................................................................19附件1.绿城业主/员工监督员名单....................................................................................21附件2.物业服务质量督导评分表......................................................................................22附件3.业主监督员座谈会材料..........................................................................................26附件4.物业服务质量业主/员工监督员参与项目检查人员汇总表................................28附件5.物业服务质量业主/员工监督员检查发现问题汇总表........................................29附件6.物业服务质量业主/员工...