内蒙古呼和浩特市小区物业公司服务质量管理体系运用现.doc

大学本科毕业论文 ? ? 内蒙古呼和浩特市小区物业公司服务质量管理体系运用现状及问题研究 ? 作 者 系 别 专 业 年 级 学 号 指导教师 导师职称 内 容 提 要 在物业管理传入中国的30年中，随着社会的发展，人们生活水平的提高，人们对生活品质的追求也越来越高。这就对服务行业提出了更高、更严格的要求，其中当然也包括物业行业。在这样一个大背景下，物业服务企业就必须不断提高和完善本身的服务输出，从而满足业主日益提高的服务需求。在市场竞争日益激烈的今天，许多物业服务企业，都想建立完善的服务质量管理体系，希望能围绕公司质量目标，以质量管理体系为平台，强化过程控制和质量改进，从而提高服务质量。在内蒙古自治区，有些物业管理企业忽视质量管理体系的建立，即便是建立了一套服务管理体系，实际质量管理水平也未见多大提高。有些企业因看不到显著的成效，而对其产生动摇，业主也对质量体系认证从信任到失望。这些都凸现了当下质量、环境、职业健康安全三大管理体系认证与实施的“两张皮”现象。如何使质量管理体系真正在物业管理企业发展发挥效用，这是我们所要关注的主要问题。本文将以内蒙古呼和浩特市物业公司为例，分析在运用质量管理体系过程中出现的问题以及解决方案。 关键词:物业管理 服务质量管理 改进措施 Abstract Property management has been introduced to China for already 30 years. With the development of society and peoples improved living standard, the pursuit of quality of life for people has been increasing day by day. This raises higher and more stringent requirements to the service industry, including to the property industry. To meet the owners increasing demand for services, property management companies must constantly improve their services exporting. In todays increasingly competitive market, many property services companies want to establish and improve the service quality management system. What’s more, to achieve the companys quality objectives and enhance the service quality, they, take the quality management system as a platform, strengthen the process control and quality improvement. In the Inner Mongolia Autonomous Region, some property management companies ignore the establishment of a quality management system. Even if a service management system has been established, the actual level of quality management had not been seen much improvement. Some companies do not see significant results, so they become to suspect and the owne