文档介绍：目录
前言
第一部分管理服务理念和目标···································08页
第一章构建“和谐社区”物业管理模式和管理思路·················08页
第二章管理服务理念··········································10页
第二部分项目管理组织机构·····································27页
组织机构设置···········································27页
项目经理职责及内部管理分工·····························29页
岗位制度和考核标准·····································35页
第一节岗位职责············································35页
第二节岗位制度·························· ·················44页
第三节岗位考核············································78页
第四节岗位考核标准········································89页
第三部分管理服务人员配备·····································95页
第一章服务人员配备···········································95页
第二章员工培训···············································98页
第四部分项目管理目标及承诺
··································13页
第一章经营目标承诺及采取的措施·····························14页
第二章管理目标承诺及采取的措施·······························15页
第三章管理服务等级···········································24页
第五部分物业管理服务方案·····································104页
第一章共用部分、业主自用部分报修服务和管理以及应急措施·······104页
第二章共用设施设备的管理和维修方案··························110页
第三章业主、使用人室内装饰、装修管理服务方案················116页
第四章环境清洁保洁方案······································149页
第五章公共秩序维护方案
······································153页
第一节公共秩序维护······································153页
第二节消防管理·········································156页
第六章车辆及交通管理······································159页
第七章绿化和园林附属设施的维护、保养方案····················161页
第八章档案的建立和管理······································163页
第一节档案管理规定······································135页
第二节档案分类及保管期限规定····························164页
第三节业主档案管理
······································168页
第九章投诉处理方案、业主回访方案····························171页
第十章服务质量管控体系······································173页
第一节沟通管控···········································173页
第二节物业管理工作的保障体系·····························175页
第六部分售楼处及样板间的日常保洁及安保方案··················181页
第七部分社区文化············································189页