万科物业ISO9001:2008认证案例分享:物业管理企业如何实施ISO9001：2008认证标准
Vanke property ISO9001: 2008 certification case sharing: property management enterprises to implement ISO9001: 2008 certification standards
从深圳万科物业管理公司于1996年2月在全国物业管理企业中首家通过ISO9002：1994质量体系认证开始，已有不少物业管理企业通过认证。随着2008版ISO9000系列标准的出台，已获证的物业管理企业都面临着标准的转换问题。下面，笔者就物业管理企业如何实施ISO9001：2008标准谈一些看法。
From the Shenzhen Vanke property management company in 1996 February in the national property management companies in the first through the ISO9002: 1994 quality system certification, many property management enterprises through certification. With the 2008 edition of ISO9000 series standard, has the certified property management enterprises are faced with the standard conversion problems. Below, the author of property management enterprises how to implement ISO9001: 2008 standard to talk about a few views.
1、 制定符合物业管理企业、业主和社会要求的适宜的质量方针和质量目标。
1, in line with the development of property management company, owner and social requirements of the appropriate quality policy and quality objectives.
物业管理企业是服务性企业，它所提供的产品，就是向业主提供物业管理服务。物业管理企业的最高管理者应根据服务行业八大需要（物美与价廉、及时与周到、安全与卫生、舒适与方便、热情与诚恳、礼貌与尊重、亲切与友好、谅解与安慰）和六大特性（功能性、经济性、安全性、时间性、舒适性、文明性），研究、识别、确定业主的需要和期望，结合物业管理行业和本企业特点，制定质量方针和质量目标。这样的方针和目标应是被全体员工广泛接受、理解的，应是被业主和社会广泛认可的。
Property management is a service enterprise, its product, is to the owners to provide property management services. Property management enterprise top management should be based on the service industry 's need ( and cheap Wumart, timely and thoughtful, safe and sanitary, comfortable and convenient, warm and sincere, politeness and respect, kindness and friendship, understanding and comfort ) and six big characteristics ( function, economy, safety, time, comfortable sex, culture ), research, identification, the owners identified needs and expectations, combined with the property management industry and the characteristics of the enterprise, the establishment of a quality policy and quality objectives. The objectives and targets should be widely accepted, all staff should be understood, the owners and the community widely recognized.
在方针、目标的内容上，应体现企业对物业服务质量的承诺，强调顾客（业主）至上。目标应围绕方针，尽量量化，可以设置"服务的总满意率"、"报修的及时率"、"房屋主体及公共设施的完好率"、"清洁的及时率"，以及"对所管物业的评优承诺"等质量目标。
In principle, the contents of the target, should reflect the enterprises on the property service quality commitment, focus on customer (owner ) first. Objectives should focus on policy, quantified as far as possible, can be set to" service satisfaction rates"," repair in time"," the main housing and public facilities intact rate"," clean in time", and" in the possession of property administrative promise" quality objectives.
在方针/目标的实施上，应大力宣传，不仅使组织的所有员工理解和贯彻，还应向业主或业主委员会和社会公开，体现组织的服务承诺和社会义务。
In the policy / objectives implementation, should publicize energetically, not only makes the organization of all staff to understand and implement, but also to the owner or owners' committee and the public, reflect the organization 's commitment to service and social responsibility.
质量目标如何进一步细化、分解呢？笔者认为，可以根据企业的具体情况设置"质量指标"的概念，对目标分阶段、分层次、分项目地展开，最终分解到班组甚至个人。这样做，可以使每一个员工都清楚自己的工作目标和努力方向，也可以使服务的对象（业主）深刻感受到物业服务的持续改进。
Quality objectives to further refinement, decomposition? The author thinks, can according to the specific situation of enterprises set up" quality index " concept, to target, hierarchical, project carried out, eventually decompose team and group or individual. In so doing, can make every staff are aware of their objectives and direction, also can make the service object ( the owners ) a profound sense of property services continued to improve.
2、 明确组织内部的职责、权限和相互沟通的形式、方法。
In 2, clear responsibility, authority and organization communication form, method.
物业管理企业内部的机构设置、人员配置、职责分配及服务提供，要根据服务对象（业主）的需求和期望及企业实际情况进行。应规定各自的工作内容应达到的水准，尤其应注意协调管理处与公司、专业班组（部门）与管理处、各班组之间的关系，明确各自的职责和相互间的接口，避免遇事谁都不管或谁都去管的极端做法。
Property management enterprise internal institutions, personnel allocation, allocation of duties and services provided, according to the service object ( the owners ) needs and expectations and enterprise actual situation. Should stipulate their respective work should meet the standards, with particular attention to the coordination and management department and company, professional team ( Department ) and management office, the relationship between the team and group, make clear respective duty and mutual interface, avoid failing to everyone regardless of who went to the tube or extreme.
物业管理企业需要与社会各个方面打交道，从某种意义上说，每个员工都是公关人员。对此如此，对内亦然。2000版ISO9001标准要强调内部沟通（5.5.3）。物业管理企业应建立内部沟通机制和程序，将其纳入质量管理体系，明确范围、内容和工具等。质量管理体系是一个全员参与的体系，及时进行有关企业的发展、方针/目标、服务理念等信息的传递和沟通，使员工之间相互了解、相互信任显得尤为重要。
Property management enterprises need to deal with various aspects of society, in a sense, every employee is a public relations officer. So, the vice versa. The 2000 edition of the ISO9001 standard to emphasize internal communication ( 5.5.3 ). Property management enterprise should establish internal communication mechanism and procedures, will be included in the quality management system, clear scope, content and tools. Quality management system is a participation system, timely related to enterprise development, policy / objectives, service concept, information transmission and communication between staff, so that mutual understanding, mutual trust is very important.
3、 服务理念应体现"以顾客为关注焦点"的原则。
In 3, the service concept should embody the "customer focus " principle.
在ISO9001：2008标准中，体现"以顾客为关注焦点"的内容有0.1、5.2、5.4.4、7.2.1、
In ISO9001: 2008 standard, embodies the " customer focus" the contents of the 0.1, 5.2, 5.4.4, 7.2.1,
7.2.3、7.3、7.5.3、7.5.4、8.2.1等条款。"以顾客为关注焦点"是物业管理企业的行动准则，识别和确定业主的需求和期望，是应首先考虑的。这种需求和期望既包括在《物业管理行业规范》、《物业管理委托书（合同）》、《住户公约》或《业主公约》中已明确的服务内容，还应包括业主（委托方）未来的、潜在的需求和期望。企业应不断调整自己的质量目标、提升服务档次、完善服务内容，不断规范、完善内部管理职责、权限，以适应这种发展。物业有写字楼、住宅小区、商住楼、商场、工业园区之分，业主有私人业主、企事业单位之分；业主的地位、层次、成分也有所不同。不同的业主、不同的物业，不但对物业管理服务的要求不同，还会随着时间、环境等的变化而变化。物业管理企业应建立动态的调查和信息收集程序，不断研究市场，完善自己。
7.2.3, 7.3, 7.5.3, 7.5.4, 8.2.1 etc.. " Customer focus" is the property management enterprise action criteria, identify the owner's needs and expectations, is should be considered first. The needs and expectations of both the" property management industry standards"," property management entrustment ( contract )"," household Convention" or" owners Convention" has clear service content, should also include the owners (the principal ), potential future needs and expectations. Enterprises should constantly adjust their quality objectives, to upgrade their service quality, improve service, ceaseless standard, perfect interior management responsibilities, rights, to adapt to the development of. Property office buildings, residential quarters, commercial buildings, shopping malls, Industrial Park Branch, the owners have private owners, the owners of enterprises; status, level, composition is also different. Different owner, different property, not only on the property management service requirements are different, but also with the time, environment change. Property management enterprises should establish a dynamic investigation and information collection program, continue to study the market, perfect oneself.
4、 质量管理体系的文件化应体现行业特点。
4, the quality management system documentation shall reflect industry characteristics.
物业管理企业的质量体系文件必须具有严肃性、权威性、可行性、先进性和灵活性，应根据标准要求、行业特点顾客（业主）需求、期望和企业实际情况进行设计。按2000版标准建立的物业管理企业的文件化结构，以3~4个层次为宜，即第一层次：质量手册；第二层次：程序文件；第三层次：各种工作规程、作业指导书、质量记录、表式、报告等（也可使第三层次扩展到2~3个层次）。
Property management enterprise quality system files must have the seriousness and authority, feasibility, advanced sex and flexibility, according to the standard requirements, characteristics of industry customer (owner ) needs, expectations and the actual situation of the enterprise design. According to the 2000 version of the standard establishment of property management enterprise file structure, with 3 ~ 4 levels as appropriate, i.e. the first level: the quality manual; the second level: program files; third levels: various working procedures, work instructions, quality records, forms, reports ( can also be extended to 2 third level ~ 3 levels ).
2008版标准减少了对形成文件程序的强制性要求，强调组织应根据实际情况编制文件。对文件的具体内容，必须按照"结合实际、量体裁衣"的原则，将其作为组织内部的"法律"。文件既是指导员工开展工作的指南，又是评价、考核员工工作绩效的规范和要求。
The 2008 version of the standard reduces the formation procedure of mandatory requirements, emphasizing the organization should be based on the actual situation of the preparation of documents. On the specific content of the file, must according to " actual, tailored " principle, as the internal organization of the law "". The file is to guide the staff work guide, is evaluation, performance assessment of employees of the specifications and requirements.
那么，物业管理企业应建立多少程序文件呢？笔者认为，除建立6个强制性程序文件（即文件控制、质量记录控制、不合格控制、内部审核、纠正措施、预防措施）外，还应根据行业特点和人员质量技能，建立一些确实需要的程序文件。例如：
Then, property management enterprises should establish a number of program files? The author thinks, in addition to the establishment of 6 mandatory program files (i.e., document control, quality control, unqualified control, internal audit, corrective, preventive measures), should also be based on the industry characteristics and personnel quality skills, establish some really need the program file. For example:
为了识别、确定业主的需求并分析、判断自身是否具有满足业主要求的能力，可以根据7.7.2条款建立"物业服务要求的评审程序"，对物业服务项目、服务等级、服务收费、服务承诺等进行综合性评审；
In order to recognize, identify the owner 's needs and analysis, judges whether has the ability to meet the requirements of the owners, under the terms of the 7.7.2 to establish a " property services requirements of the accreditation program," on the property service items, service level, service charges, service commitment to undertake a comprehensive review;
可以按7.4条款建立"原材料采购和服务分包管理控制程序"，控制原材料供方和服务分包方的质量，以满足组织和业主的要求；
According to the 7.4 establishment" in terms of procurement of raw materials and service subcontract management control procedure", control raw material suppliers and service subcontract Party's quality, to meet the organization and the requirements of owners;
可以按7.1条款建立"物业管理方案的策划控制程序"，对投标书、物业管理方案的编写和审核、新服务项目的策划和开展进行规范；
According to the 7.1 articles to build" property management plan planning control program", to the tender, property management project preparation and review, new service projects in the planning and development of standardization;
对物业管理服务的提供，可根据7.5.1、7.5.2条款建立"物业管理服务实施控制程序"，根据7.5.3条款建立"服务标识和可追溯性控制程序"等进行管理；同时，与第三层次文件紧密结合，对物业管理服务的全过程进行有效控制；
On the property management services, according to 7.5.1, 7.5.2 articles to build" property management services implementation of control program", under the terms of the 7.5.3 to establish" service identification and traceability control procedures" for management; at the same time, and the third level document closely, for property management services to the entire process of effective control;
对物业管理服务实施过程的监控是，可根据8.2.4条款建立"物业管理服务的检查、监督控制程序"；按8.3条款建立"不合格服务控制程序"，按8.5.2条款建立"纠正措施控制程序"等进行监控、改进和完善；
On the property management service implementation process monitoring is available under the terms of the 8.2.4, establish" property management service inspection, supervision control program"; according to the 8.3 articles to build" unqualified service control program", according to 8.5.2 articles to build" corrective measures to control program" monitor, improve and perfect;
对业主投诉处理、回访、沟通等活动，可根据7.2.3条款建立"业主沟通、回访和投诉处理控制程序"；
On the handling of complaints, visit, communication and other activities, according to the 7.2.3 clause to establish" the owners of communication, return and complaint handling control program";
对物业管理企业的开放式信息调查系统，可按8.2.1条款建立"业主满意度调查控制程序"，按规定的周期对业主进行服务信息调查。
Property management companies to open information system, according to the 8.2.1 clause to establish" the owners satisfaction survey control program", according to the provisions of the cycle on the owners service information investigation.
当然，程序文件的数量应由企业自己决定，质量管理基础好的企业可酌情减少，质量管理基础较差的企业可酌情增加。
Of course, program files enterprise shall decide the quantity, quality management of enterprises can be reduced, the quality management of enterprise can be added at the discretion of the poor.
文件化的质量管理体系一旦建立，应该采取强制性手段推行，涉及质量责任的任何部门、员工（包括最高管理者）都不能例外。这样做，才能真正将质量管理体系文件作为企业的"法律"，走上法治管理的轨道。
A documented quality management system, once established, should take the mandatory implementation of quality responsibility means, involving any departments, employees ( including top management ) is no exception. In doing so, can the quality management system documentation as the" legal", go on the rule of law management track.
5、 应注意资源管理和服务提供的控制。
5, attention should be paid to resource management and service control.
物业管理企业资源管理的对象可以是员工、行业信息（包括业主信息、社会信息等）、供方（原材料供应商、物业服务分包方等）、基础设施、设备、工作环境以及财务资源等。控制的关键在于利用资源使业主满意。可以根据业主的需求，根据合同要求配置、调整资源。对于人员，尤其要注意岗位技能的培训、质量服务意识的培养。物业管理是一项涉及多种专业的行业，从业人员应具有良好的专业技能并胜任本职工作。对员工的服务意识、质量意识的培养更是物业管理企业不能忽视的。企业可以建立相应的程序（如按6.2.2条款建立"培训控制程序"）控制、满足资源的要求。
Property management enterprise resource management object can be staff, industry information ( including the owner information, social information), suppliers ( raw material suppliers, property service subcontract party ), infrastructure, equipment, working environment and financial resources. Control is the key to the use of resources make owner satisfactory. According to the needs of the owners, according to the contract requirement, adjust the resource allocation. For personnel, paying particular attention to the post skill training, the quality of service awareness training. Property management is one involves a variety of professional industry, practitioners should have good professional skills and to perform the work. On the staff of the service consciousness, quality consciousness is the property management enterprises can not be ignored. The enterprise can establish corresponding program ( such as by 6.2.2 articles to build" training control program." ) control, the resources to meet the requirements.
物业管理服务可以划分为常规性的公共服务（如房屋建筑主体的管理、房屋设备设施管理、环境卫生和绿忽视挂尼龙、治安和消防管理、车辆道路秩序管理等）、公共性的代办房屋、专项服务等。对各类服务过程的控制，除了建立"物业管理服务实施过程"程序文件外，还应根据服务的内容和过程，编制各类作业规程（作业指导书）。在作业指导书中，应运用过程方法的要求，首先研究各服务过程，即识别服务过程和子过程，明确这些过程的输入和输出，识别所需的资源（包括人员、设备、场所、资金等）。在具体实施中，应控制关键过程，设置过程的监控点。对过程控制，应规定相关的质量记录。 　　
Property management services can be divided into routine public services ( such as housing construction main body management, housing facilities management, environmental health and green overlooked hanging nylon, security and fire management, vehicle road order management ), sex in public housing agency, special services. For all kinds of service of process control, in addition to the establishment of " property management service implementation process" program files, also should be based on service content and process, the preparation of various types of operation procedures ( SOP ). In the operation instruction, should use the process requirements, the first study of the service process, namely recognition service process and process, the process of input and output, identify required resources ( including personnel, equipment, facilities, funds etc.). Be in specific in carrying out, should control of key process, setting of process monitoring. On process control, should provide the related quality records.
6、 设置适宜的物业管理服务监控点。
6, set up suitable property management service control point.
ISO9001：2008标准更突出"动态监控"的特点。对物业管理企业来说，如何设置适宜的监控点是需要很好考虑的问题。监控点的设置应从物业管理服务的策划(7.1)开始，在物业管理服务的实施过程(7.5.1)、日常检查机制的策划(8.1)、服务质量的检验(8.2.4)中予以明确。例如，对某小区的公共环境卫生管理，可在小区"物业管理方案"中明确要求管理商的服务承诺与检查集中；在小区"环境卫生考核制?quot;中明确检查的安排和评定准则；在具体的清洁卫生过程中落实这种检查和考核（如开展日检、周检、月检等），并对检查情况予以记录，对问题及时采取整改或纠正措施等。相关质量记录包含的信息和数据是发现问题、改进体系、提高企业管理水平的主要依据之一。
ISO9001: 2008 standard is more outstanding the characteristics of" dynamic monitoring .". On the property management company, how to set up suitable monitoring point is well taken problems. Monitoring point setting from the property management service plan (7.1 ), in the property management service implementation process ( 7.5.1 ), daily inspection mechanism of planning (8.1 ), service quality inspection ( 8.2.4 ) to be clear. For example, on a small public environmental sanitation management in the District," property management scheme " in the clear requirements management business service commitment and the concentrated inspection; in the area of" environmental health assessment? Quot; clear inspection arrangement and evaluation criteria; in specific cleaning process to implement the inspection and assessment ( such as carry out daily inspection, the week check, etc.), and monthly inspection to check the record, to take timely corrective or corrective measures. Related quality records contain information and data it is found that the problem, improve the system, improve the management level of the enterprise is the main basis of.
7、 坚持强调"持续改进"。
7, insisted that" continuous improvement".
对物业管理企业质量管理体系的改进，应首先建立自我完善机制，如按5.6管理评审、8.2.2内部审核、8.5.1持续改进、8.5.2纠正措施、8.5.3预防措施等条款的要求建立相应的文件化程序。企业应建立开放式的信息收集、沟通系统，对收集到的各类信息和数据，根据8.4条款"数据分析"的要求进行统计分析。企业应注意利用平时在各类检查活动、服务提供过程、内审、业主投诉等记录中的信息和资料，分析服务的开展情况、水准、内部管理水平。"持续改进"要求企业对员工提供适宜方法和手段的培训，使每一个员工将服务、服务过程、体系改进作为自己的目标。在企业内部沟通中，应确定改进的目标，及时通报改进情况，从而使质量管理体系不断改进、提高、完善。
On the property management enterprise quality management system improvement, should first establish a self-improvement mechanism, such as by 5.6 management review, internal audit, 8.2.2 8.5.1, 8.5.2 continuous improvement corrective measures, 8.5.3 preventive measures in terms of the requirements for the establishment of the corresponding documentation procedures. Enterprise should establish the open information collection system, communication, to collect all kinds of information and data, according to the 8.4 terms" data analysis" requirement for statistical analysis. The enterprise should pay attention to use various types of inspection activities, usually in the service delivery process, internal audit, owner complaints recording of information and data, analysis services development situation, level, the level of internal management. " Continuous improvement" require the enterprises to provide suitable methods and means of training, so that every employee will service, service process, system improvement as its target. In communication within the enterprises, shall determine the improvement goal, timely notification of improvement, so that the quality management system continuous improvement, improve, perfect.