论中国物业管理服务质量的改善[外文翻译].doc

1、浙江万里学 院现代物流学院 外文文献原文 1 毕业论文外文翻译 译文 标题：论中国物业管理服务质量的改善 资料来源：中美联合报刊 作者： Yajuan Hart 李绍华 本文分析了物业管理在中国的服务质量水平和改善服务质量与物业管理企业取得盈利能力大小之间的关系。这对物业管理行业今后的发展是非常重要的。此外基于物业服务质量这个关键因素的分析，提出相关服务质量如何持续改进方法建议，这种方法涉及一些有用的质量改进工具并对这种方法进行了简要处理，这可以促进在中国的整个物业管理行业的服务质量的提高 。 1 介绍 物业管理好比看到不动产的运作和维护，以 实现财产的所有者的目标过程。它是一个集成项目，其中

2、包括许多任务，如施工，建设，机制和电，设备维修，确保公众安全，确保公众的清洁，保持绿地，公共事务管理，发展社区文化，提供政府法律文件等。 20 世纪 80 年代初，随着市场经济的不断成熟，物业管理行业具有很大的发展，在提高居住质量和人民生活的水平，加快民族经济的发展中起着重要的作用。 不幸的是，越来越多的人关注的物业管理服务，服务质量已成为一个关键问题。在最近国家发展和改革委员会宣告中。物业管理行业的限制，这个问题被列入抱怨热点。在 2002 到 2003 年的“ 3.15”期间，中央电视台的调查（中国中央电视）显示， 40.34的业主不满意，非常不满意的比例为 36.61。 同时，物业管理作

3、为人们抱怨的热点问题由中国质量改进委员会关于在 2004 年的相关议程上颁布。 2 中国物业管理质量的分析 最近，作者调查了物业管理行业，并参观了在天津，上海，广州，和深圳的 10 个企业和很多代表性的项目，结果在三个社区的问卷调查显示，服务质量问题是物业管理上存在的最多的问题。毕竟，物业管理是中国的新产业，所以有许多不完善之处。在了解服务判据，甚至对服务一方面，一些业主仍然没有树立他们所享有的 被服务意识，一些物业管理企业普遍将“管理”代替“服务”。结果，物业管理是一个低利润服务行业，物业费的主要收入来源房地产企业，物业费的收费率在中国大部分地区都不理想。例如，在北京只有 50 -60，在南

4、京的平均水平是低于 70；并在广州， 20的业主拒绝支付自己的物业管理费。所以，这将导致企业的经营困难。此外，它会限制服务质量的提高 。 浙江万里学 院现代物流学院 外文文献原文 2 随着中国经济的快速发展和生活水平的提高，人们需要更多信息，设备维修，确保公众安全，确保公众的清洁和保持绿地等服务。然而这些服务缺乏创新，并且只有少数企业有研究企业发展的这一 部们。对于各色业主的物业项目，由于每名业主不同的生活背景，知识水平和价值的观点，业主之间有巨大的差异，而这些差异可能会导致不同的业主对相同的服务态度的不满。一般来说，大多数外国物业企业服务的意识和技能比内地企业都有优势，因为这些国外企业通常有

5、百年多的经验，但中国的企业，其中大部分不会使用新的开端调制解调器的质量管理方法和技术，虽然其中一些已经获得了 ISO9000 证书。 随着中国的法律环境的发展，在激烈的市场竞争中，几乎所有的中国企业开始把注意力集中到提高服务质量来满足他们的客户。同时，我们调查的三个社区的 住客 满意度指数 分别为 48.33， 83.61和 89.48。但是，这主要的原因仍然集中在一些基本的任务，如确保公众安全和公共清洁。因此，可以发现，物业管理企业有很多服务来做，以满足他们的客户。 3 物业管理服务质量的关键因素的分析 由物业管理企业提供的产品不但是有形的，而且是无形的服务，使这些企业属于服务行业。据 A.

6、 Parasuraman的理论，有五个因素影响顾客感知服务质量： 可靠性是指能够做到承诺的服务。管理企业应不断向业主承诺于心，永远不会忘记：你应该这样做，如果你有承诺 ;；另外，不要 轻易作出任何承诺。 责任意味着将帮助客户快速的服务和快速响应客户的需求，抱怨和问题，从他们的立场观点看待问题。 保证是指物业管理企业的员工应该有足够的专业知识，礼貌和能力，使客户的信任他们 ;，他们将失去这些客户。 移情是指应作为一个重要而独特的的个体，每一个客户不同的服务，物业管理企业应清楚地记得他们的特殊需求，处理他们的问题有足够的耐心。 有形的意思是混凝土机械，设备，员工和文件，这是经常被用来评估服务质量的

7、外观的五个方面的。增值服务（不包括在服务合同）重要影响着顾客的满意度，虽然它 几乎不添加任何费用。 4 基于服务质量获取盈利的模式 楼市有一个奇怪的现象，许多业主往往表达他们的不满，拒绝缴纳管理费，这使得这些企业就没有足够的资金支持，这让他们失去了发展能力。如果它持续的时间长，员工就会失去热情和责任，使服务质量水平下降 ;服务质量差，将导致更多的不满和不信任，这使这些企业生活在水深火热之中。 浙江万里学 院现代物流学院 外文文献原文 3 事实上，从各个方面改善服务质量，是解决上述问题的关键。尽管更好的服务质量通常伴随着成本变高。比如改变组织，增加新的设备和培训员工等都要花费很大的成本。但更好的

8、服务质量会获得盈 利的原因也很简单：他们的企业有更好的服务质量时客户就有高满意度并且对物业公司忠诚，所以他们很可能会支付费用，并且企业会有一个良好的企业声誉，从而企业能够迅速扩大的市场份额，获得更大的效益。 5 提高服务质量的方法 在每一个改进阶段有许多方法和工具的选择，如检查表和帕累托图，经常被用来分析在房地产市场的现实和潜在需求；质量功能展（ QFD）是用来部署到客户需求的工艺设计和控制的关键因素； 顾客满意度指数 （ CSI）往往是用来衡量客户满意度，并确定其关键因素，以便找到改进的机会。 此外，还有其他 有效的方法来选择，如 TQM（全面质量管理）， BPR（业务流程再造）， PDCA

9、（计划 - 实施 - 检查 -行动）循环，六西格玛等。尤其是六西格玛，对为了客户的完全满意提供了一个有效的办法来解决问题 9。六西格玛在许多企业中成功实施，其应用范围已经超出了其天生的行业和开发成部分，教育和政府服务。 6 结论 有关物业管理的服务质量不仅关系到物业管理企业的生存和发展，并且也关系到人民生活，城市建设和国民经济的发展。对提高核心竞争力，并为中国企业建立优秀的品牌，改善服务质量的这个理念是有用的。 当然，还有许多因素影响物业管理的服务质量，除了上面提到的那些，如法律，社会环境，消费者的喜好，市场竞争等。但它是最好把重点放在客户需求的服务质量的提高上，不断调整服务内容和过程的控制。

10、 浙江万里学 院现代物流学院 外文文献原文 4 原文 Title： A Study on Service Quality Improvement of Property Management in China Material Source: China-US Joint Press Author:YajuanHart ShaohuaLi This paper analyses the service quality level of property management in China and the relationship between the improvement of ser

11、vice quality and t he obtaining profit ability for a property management enterprise. It is very important for property management industrys development Moreover, based on an analysis of key factors to service quality a continuous quality improvement approach for Chinas property management is propose

12、d and some useful quality improvement tools and methods involved in this approach are briefly addressed which can promote the service quality of whole property management industry in China. 1 Introduction Property management is the process of over seeing the operation and maintenance of real propert

13、y to achieve The objectives of the property owner,and it is a compositive project which includes many tasks such as construction， building, mechanism and electric, repairing equipment, ensuring public security, ensuring public clean, keeping greenbelts, administering public affairs, developing commu

14、nity culture, delivering the government law files and so on. As a generous way for real estate management in the world.Property management comes to China along with the commercial process of residence in the early of 1980s. With the continuous maturity of the market economy, property management indu

15、stry has a great development, plays an important role in accelerating nations economy development, improves the residence quality and the living level of people, boosts the city modernization. Lowers the press of social unemployment and keeps the social stability and comity Unfortunately, more and m

16、ore people pay their attention to the service quality of property management which Has become a key problem to restrict property management industry in recent years. According to national Development and reform committees pronouncement, this issue was included in the six hot points people Complained

17、 about in 2002 During the period of “3.15“in 2003, an investigation of CCTV(China Center TV) Showed that 40.34%of property owners were unsatisfactory, and the very unsatisfactory proportion was 36.61% Meanwhile, property management Was also the fast hot issue people complained 浙江万里学 院现代物流学院 外文文献原文 5

18、 about promulgated by the China Quality Improvement Council in 2004. Apart from the unclear rights and responsibilities between enter prises and Property owners that result in the above problems, the lower service consciousness and level of property management enter prises are the key reasons. Impro

19、ving the service quality of property management has already been The essential for property management enterprises in the market environment. 2 Analysis of Property Management Quality in China Recently,the authors have investigated the property management industry and visited ten enterprises and man

20、y representative projects in Tianjin, Shanghai, Gunagzhou, and Shenzhen, and have taken a questionnaire in Three communities in Tianjin. The result shows that there are many problems on service quality of property Management in China. After all, property management is a new industry for China, so th

21、ere are many differences in understanding The service criterions, even about services cope. On the one hand, some property owners still have no Consciousness of paying for the service they have enjoyed; on the other land, property management enterprises Generally would rather more like “management“t

22、han “service“. Especially, theses difference are not eliminated Until getting a contract, so this often results in the lower satisfaction of property owners, even in entanglement. Property management is a lower profit service industry, and the property fee is the main income resource for property en

23、terprises, but the charge rates of property fee are not so ideal in most parts of China. For instance, the rate is only 50%-60% in Beijing; the average level in Nanjing is lower than 70%; and in Guangzhou, 20% of property owners refuse to pay the management fee for their own property 5. So, this wil

24、l result in the difficulty of enterprises operation. Moreover, it will restrict the improvement of service quality. With the rapid development of Chinas economy and the improvement of living level, people require more and more about service quality of property management. Contradictorily, most enter

25、 prises are notable to meet property ownersreal demands. They just provide the simple services, such as repairing equipment, ensuring public security, ensuring public clean and keeping greenbelts, however, those services lack innovation, and there are few enterprises that have development department

26、. For multi-owners property projects, each owner has different life background, 浙江万里学 院现代物流学院 外文文献原文 6 knowledge level and value view, so there are also great differences among property owners attitude toward the same service and these differences could result in dissatisfaction of owners Contrarily

27、, single owner projects attract all enter prises competing basically for their clear and steady requirements. Generally speaking, most foreign property enterprises have the advantage of service consciousness and skills than the mainland enterprises, because these foreign enterprises usually have mor

28、e experiences of hundred years, but it is just a beginning for Chinas enterprises, most of which are unlikely to use new method and technique of Modem quality management, although some of them already have gained the ISO9000 certificate. Along with the development of Chinas laws environment and the

29、competitive market, almost all the Chinas enterprises begin to pay their attention to service quality improvement to satisfy their customers. Meanwhile, the CSI of the three communities we have surveyed are 48.33%, 83.61% and 89.48% respectively. But the main reasons for this still focus on some bas

30、ic tasks such as ensuring public security and public clean. So, it can be found that there are so many things to do for property management enterprises to satisfy their customers. 3 Analysis of Key Factors to Service Quality of Property Management The products provided by property management enterpr

31、ises are not tangible, but intangible service, so these enterprises belong to service industry According to A Parasuramans theory, there are five factors influencing the customer perceived service quality: Reliability means the ability to do the promised service rightly and reliably. Property manage

32、ment enterprises should keep promises to owners in mind and never forget: you should do it if you have promised; otherwise, do not give any promises easily. Responsibility means the will to help customers with fast service and the fast response to customer demands, complains and questions from their

33、 stand point. Assurance means employees of property management enterprises should have enough professional knowledge, courtesy and ability to make customers trust them; otherwise, they will lose these customers. Empathy means that every customer should be regarded as an important and unique individu

34、al with different service to make him/her feel that he/she is well respected. Employees of property management enterprises should clearly remember 浙江万里学 院现代物流学院 外文文献原文 7 customers names and their special demands, and give audience to customers and deal with their problems with enough patience. Tangi

35、bles mean the appearance of concrete machines, equipments, employees and documents, which are often used to evaluate the service quality by customers. Apart from the five aspects presented above, an added service( not included in the service contract) may have important effects on customer satisfact

36、ion, although it almost does not add any cost. 4 Obtaining Profit Model Based on Service Quality There is a strange phenomenon in property market that many property owners often express their dissatisfactions by refusing to pay the management fee. Therefore, those enterprises lack the money support,

37、 which makes them lose the ability to develop continuously. If it lasts for the long time, the employees will lose enthusiasm and responsibility,so the level of service quality will drop rapidly. The poor service quality will cause more dissatisfactions and distrust, which can make these enterprises

38、 in hot water. In fact , to improve the service quality from all aspects addressed above is the key to solve this problem. Although the better service quality is usually accompanied with high cost because of changing organization, adding new equipments and training employees, from the long-termopnii

39、on, better service quality may result in lower cost. Why? The reason is simple: the customers will have high satisfaction and loyalty after their enterprises having better service quality, so they are likely to pay the fee and have a good reputation of their enterprises, thus the enterprises may qui

40、ckly expand the market shares to fulfill their financial goa1. 5 The Ways to Improve Service Quality There are many approaches and tools to choose in each improvement phase, given by contemporary quality theory, such as Check Sheet and Pareto Chart are often used to analyze the real and potential re

41、quirements in the property market; Quality Function Deployment (QFD) is used to deploy customer demands into key factors of process design and control; and CSI is often used to measure the level of customer satisfaction and determine its key factors in order to find opportunity of improvement. 浙江万里学

42、 院现代物流学院 外文文献原文 8 Apart from that, there are still other effective ways to choose, such as TQM (Total Quality Management), BPR (Business Process Reengineering), PDCA (Plan-Do-Check-Action) circle, Six Sigma and so on. Especially Six Sigma, focusing on customers full satisfaction, provides an effecti

43、ve approach to solve problems 9. Now Six Sigma is implemented successfully in many enterprises, and its application scope has already exceeded its born industry and developed into service section, education and government 6 Conclusion The service quality of property management is concerned with not

44、only the survival and development of property management enterprises, but also the peoples living, the construction of cities and the development of national economy. The idea and process model of service quality improvement is useful to enhance the core competence and build up excellent brands for

45、Chinas enterprises. Of course, there are many elements influencing the service quality of property management apart from those mentioned above, such as laws, social environments, customer preference, market competition, and so on. But it is the best for the improvement of service quality to focus on customer demands and continuously adjust service contents and process control.