咸宁办公物业管理服务规范.doc

咸宁办公楼物业管理服务规范 目??? 次 前言..................................... ............ ..................... III 1 范围.......................... ..... ............ ............ ............1 2 规范性引用文件....................... ............ ............ ............ ............ ...1 3 术语和定义............... ........... ............ ............ .....1 3.1 办公楼? office building........................... ............ ............ ............1 3.2 物业管理? property? management............. ............1 3.3 顾客? customer............... ......... ............ .......... . ..1 3.4 突发公共事件? precipitating event............................ ........ ...... ........ ...... 1 4 基本要求......................................................... 2 4.1 资质要求.......................................................... 2 4.2 管理机构与人力资源配置要求.....................................2 4.3 管理服务要求.................................................. 2 4.4 基础管理服务.................................................... 2 5 顾客服务....................................................... 3 5.1 接待服务....................................................... 3 5.2 信报服务...................................................... 3 5.3 通讯设施安装服务................................................. 3 5.4 维修资金管理服务................................................. 3 5.5 装修管理服务.................................................... 3 5.6 投诉处理.......................................................... 3 5.7 延伸管理服务................................................. 3 6 房屋、设施设备运行与维护服务..................................... 4 6.1 房屋维护管理.................................................. 4 6.2 设备设施运行与维护服务..................................... 4 6.3 设施设备日常维修服务............................................. 9 6.4 标识管理.................................................. 9 7 秩序维护与安全服务......................................... 10 7.1 公共秩序维护............................................... 10 7.2 安全管理..................................................... 10 8 环境保洁服务........................