Comprehensive quality management method, system and equipment for property service and medium

Abstract

The invention provides a comprehensive quality management method, system and device for property service and a medium, and relates to the technical field of property digital intelligent management, and the method comprises the steps: generating a property service work plan through a pre-configured standard library; determining a quantification task according to the property service work plan; generating a work order based on the quantitative task, monitoring the performance standard-reaching state of the service providing end based on the work order, and if the performance standard-reaching state is not reached, giving out an early warning; performing online checking on an execution result of the service providing end for the work order; and determining performance data according to the performance condition of the service provider, and determining cost expenditure for the service provider based on the performance data. The customer satisfaction is improved by improving the property employee service quality and the supplier service fulfillment rate, so that the quality management and control capability and level of the material enterprise are improved, the efficiency improvement degree of the quality service of the material enterprise is improved, and the cost required by the quality service is reduced.

Description

Technical Field

[0001] The present application relates to the technical field of digital property management, and in particular to a comprehensive quality management method, system, equipment and medium for property services. Background Art

[0002] Affected by the overall economic environment, weak real estate market and intensified industry competition, the key for property companies to achieve quality growth is to reduce operating cost rates while improving service quality and customer satisfaction.

[0003] Currently, property management companies mostly provide services through grassroots manual methods. However, manual processing is time-consuming, inefficient, lacks enthusiasm, and has high labor costs. As a result, property management companies still have problems such as low efficiency, high costs, poor quality, and poor results. Summary of the invention

[0004] The purpose of this application is to provide a comprehensive quality management method, system, equipment and medium for property services, which can improve customer satisfaction by improving the service quality of property employees and the service fulfillment rate of suppliers, thereby improving the quality control capabilities and levels of property companies, improving the efficiency of quality services of property companies, and reducing the costs required for quality services.

[0005] In a first aspect, the present invention provides a comprehensive quality management method for property services, comprising:

[0006] Generate property service work plans through pre-configured standard libraries;

[0007] Determine quantitative tasks based on the property service work plan;

[0008] Generate a work order based on the quantified task, monitor the performance status of the service provider based on the work order, and issue an early warning if the performance status is not met;

[0009] Conducting online verification of the execution results of the work order by the service provider;

[0010] The performance data is determined according to the performance of the service provider, and the cost expenditure for the service provider is determined based on the performance data.

[0011] In an optional implementation, the service provider includes property management company employees;

[0012] Determine the performance data according to the performance of the service provider, and determine the cost expenditure for the service provider based on the performance data, including:

[0013] Set up a position benchmark labor hour unit price database based on position type, position level, and standard working hours to determine the remuneration for each working hour for employees in different positions;

[0014] Calculate the minimum working hours for individual employees based on their basic salary;

[0015] Employee performance and bonus distribution are determined based on the minimum working hours.

[0016] In an optional embodiment, the service provider includes an outsourcing supplier;

[0017] Determine the performance data according to the performance of the service provider, and determine the cost expenditure for the service provider based on the performance data, including:

[0018] Generate property service subcontract tasks based on the property service contract and property enterprise service standards, and decompose and distribute the property service subcontract tasks;

[0019] Determine the amount payable to the outsourced supplier based on the pre-selected performance payment method.

[0020] In an optional embodiment, the amount payable to the outsourcing supplier is determined according to a pre-selected performance payment method, including:

[0021] Determine the amount payable to the outsourcing supplier based on the actual effective working hours, performance efficiency score and quality score;

[0022] or,

[0023] The amount payable under the service contract and the contract performance payment coefficient are calculated based on the actual output of the service provider, and the amount payable to the outsourcing supplier is determined based on the amount payable under the service contract and the contract performance payment coefficient.

[0024] In an optional implementation, a property service work plan is generated through a pre-configured standard library, including:

[0025] Generate a property service work plan based on a pre-established standard library according to a preset cycle; the property service work plan at least includes a cleaning work plan, a greening work plan, a patrol work plan, an inspection work plan, a meter reading work plan, a maintenance work plan, and a customer visit plan;

[0026] Obtain the property service work plan by scanning the terminal code or wireless communication of the electronic work badge, convert the property service work plan into work tasks, and obtain the employee work tasks;

[0027] Intelligently distribute the employee work tasks, determine the multi-task execution mode, and execute the corresponding employee work tasks after positioning through GPS; the multi-task execution mode includes QR code, NFC, Bluetooth or GPS positioning;

[0028] Record the task execution results.

[0029] In an optional embodiment, the method further comprises:

[0030] Visually restore facility and equipment management information;

[0031] Among them, the facility and equipment management information includes facility and equipment ledger, basic information of facility and equipment, real-time operation data, operation and maintenance cost data, spare parts, equipment instruments, inspections, meter reading, maintenance standards, alarm records, maintenance records, and meter reading records.

[0032] In an optional embodiment, the method further comprises:

[0033] Pre-configure a variety of operation analysis reports to conduct visual analysis of the operation efficiency, operation quality and operation efficiency of property service projects based on pre-configured operation dimensions;

[0034] Among them, the operational dimensions include at least one or more of organization, project, building, position, employee, space point type, facility and equipment type, business format, business type, management and control level or supplier.

[0035] In a second aspect, the present invention provides a comprehensive quality management system for property services, comprising:

[0036] Work plan generation module, used to generate property service work plans through pre-configured standard libraries;

[0037] A quantitative task generation module, used to determine the quantitative tasks according to the property service work plan;

[0038] A work order monitoring module, used for generating a work order based on the quantified task, monitoring the performance status of the service provider based on the work order, and issuing an early warning if the performance status is not met;

[0039] A result verification module, used to perform online verification on the execution result of the work order by the service provider;

[0040] The cost determination module is used to determine the performance data according to the performance of the service provider, and determine the cost expenditure for the service provider based on the performance data.

[0041] In a third aspect, the present invention provides an electronic device comprising a processor and a memory, wherein the memory stores machine executable instructions that can be executed by the processor, and the processor executes the machine executable instructions to implement the comprehensive quality management method for property services as described in any of the aforementioned implementations.

[0042] In a fourth aspect, the present invention provides a computer-readable storage medium, which stores machine-executable instructions. When the machine-executable instructions are called and executed by a processor, the machine-executable instructions prompt the processor to implement the comprehensive quality management method for property services as described in any one of the aforementioned implementation modes.

[0043] The comprehensive quality management method, system, equipment and medium for property services provided by this application generate a property service work plan through a pre-configured standard library, determine the quantitative tasks according to the property service work plan; then generate a work order based on the quantitative tasks, monitor the performance of the service provider based on the work order, and issue an early warning if it does not meet the standard; conduct online verification of the execution results of the work order on the service provider side; determine the performance data based on the performance of the service provider side, and determine the cost expenditure for the service provider side based on the performance data. This method quantifies business goals and employee output with service standards as the core, eliminates blind spots in affairs, and promotes employees to change from passively executing superior work instructions to self-driven completion of quantitative tasks, providing proactive services, thereby stimulating organizational vitality. Enterprises can also quickly know how much each project and each employee has done, how efficient the work is, and how much the cost is, and then solve the problems of employees not working hard and not being motivated by work by establishing a work assessment, income rewards and punishments, and per capita efficiency system, so as to improve the completion of corporate goals and employees' goals. BRIEF DESCRIPTION OF THE DRAWINGS

[0044] In order to more clearly illustrate the specific implementation methods of the present application or the technical solutions in the prior art, the drawings required for use in the specific implementation methods or the description of the prior art will be briefly introduced below. Obviously, the drawings described below are some implementation methods of the present application. For ordinary technicians in this field, other drawings can be obtained based on these drawings without paying any creative work.

[0045] Figure 1 A flowchart of a comprehensive quality management method for property services provided in an embodiment of the present application;

[0046] Figure 2 A schematic diagram of employee salary determination provided in an embodiment of the present application;

[0047] Figure 3 A schematic diagram of a service provider's performance provided in an embodiment of the present application;

[0048] Figure 4 A schematic diagram of a work plan and work order processing provided in an embodiment of the present application;

[0049] Figure 5 A schematic diagram of the functions that can be achieved by scanning a QR code with a mobile phone and using an electronic work badge provided in an embodiment of the present application;

[0050] Figure 6 A schematic diagram of facility and equipment ledger management provided in an embodiment of the present application;

[0051] Figure 7 A schematic diagram of linkage control between a security system and a fire protection system provided in an embodiment of the present application;

[0052] Figure 8 A schematic diagram of an order grabbing mode provided in an embodiment of the present application;

[0053] Fig. 9 A schematic diagram of a quality service model provided in an embodiment of the present application;

[0054] Fig.10 A structural diagram of a comprehensive quality management system for property services provided in an embodiment of the present application;

[0055] Fig.11 A structural diagram of an electronic device provided in an embodiment of the present application. DETAILED DESCRIPTION

[0056] In order to make the purpose, technical solution and advantages of the embodiments of the present application clearer, the technical solution in the embodiments of the present application will be clearly and completely described below in conjunction with the drawings in the embodiments of the present application. Obviously, the described embodiments are part of the embodiments of the present application, rather than all the embodiments. The components of the embodiments of the present application described and shown in the drawings here can be arranged and designed in various different configurations.

[0057] Therefore, the following detailed description of the embodiments of the present application provided in the accompanying drawings is not intended to limit the scope of the present application for which protection is sought, but merely represents selected embodiments of the present application. Based on the embodiments in the present application, all other embodiments obtained by ordinary technicians in the field without creative work are within the scope of protection of the present application.

[0058] It should be noted that similar reference numerals and letters denote similar items in the following drawings, and therefore, once an item is defined in one drawing, further definition and explanation thereof is not required in subsequent drawings.

[0059] Affected by the economic environment and the weak real estate market, the scale of the property industry will continue to expand in 2022, but the growth rate has slowed down significantly. The top 500 companies have increased revenue but not profits, with net profits falling by 17.2% year-on-year; the average stock price of listed property companies has fallen by 30.47% overall, and net profits have fallen by 41.8% year-on-year. In addition, with the increase in the rate of property committee components, intensified industry competition, and the uneconomic expansion of some property companies, property companies are forced to provide high-quality and low-cost services to achieve quality growth, and the core is to improve service quality and customer satisfaction while reducing operating cost rates.

[0060] However, studies have shown that customer satisfaction with property management companies will continue to decline in 2022. Currently, property management companies mainly need to solve the following technical problems:

[0061] (1) Low efficiency: weak grassroots capabilities, time-consuming processing, low labor efficiency; unequal pay, no matter how much work is done, low motivation, and insufficient effective working hours;

[0062] (2) The grassroots staff base is large, scheduling is difficult, and reuse is low; the operation and management model has no innovation or insufficient innovation, and scale management is not economical;

[0063] (3) Lack of standards, weak quality supervision, and unstable on-site service quality; lack of quality control methods, and large differences in quality before and after property service inspections;

[0064] (4) The current methods of reducing costs and increasing efficiency are often prone to problems such as “saving labor without saving people, reducing positions without reducing staff” and poor quality of cost reduction and efficiency improvement.

[0065] Based on this, the embodiments of the present application provide a comprehensive quality management method, system, equipment and medium for property services, which adopts a more effective cost reduction and efficiency improvement solution to achieve a reduction in operating cost rate and a simultaneous improvement in service quality and customer satisfaction.

[0066] This application embodiment provides a comprehensive quality management method for property services. Figure 1 As shown, the method comprises the following steps:

[0067] Step S110, generating a property service work plan through a pre-configured standard library.

[0068] The above-mentioned pre-configured standard library refers to the corresponding database generated by data processing according to the predetermined industry implementation standards, so that when performing property enterprise management, it can be quickly called through the standard library, thereby improving the implementation efficiency of the plan and ensuring a unified implementation standard. In one embodiment, the pre-configured standard library may include a personnel standard library (personnel, qualifications), a process standard library (clothing, protection, tools, materials, frequency, operating procedures, operating methods), a quality standard library (result quality), a cost standard library (operation standard working hours, position benchmark working hours unit price), etc.

[0069] By fully digitizing service personnel standards, process standards, quality standards, and cost standards to generate a pre-configured standard library, and having the system automatically output job work lists, project manager manuals, and inspection standards, the effective and rapid creation and implementation of property companies' standards can be improved.

[0070] In addition, the above-mentioned pre-configured standard library can also include an emergency plan library and a frequently asked questions library, etc., which can further enhance the property company's service reference and improve owner satisfaction.

[0071] In one embodiment, the corresponding property service work plan can be manually created or automatically generated through the above-mentioned standard library, such as a cleaning work plan, a landscaping work plan, a patrol work plan, an inspection work plan, a meter reading work plan, a maintenance work plan, a customer visit plan, etc.

[0072] Step S120, determining the quantitative tasks according to the property service work plan.

[0073] In one implementation, the property service work plan may be split to determine the employee positions corresponding to the plan, and then the split work plan may be matched with the employees in the corresponding positions to determine the quantitative tasks.

[0074] The above-mentioned quantitative tasks can be work tasks for multiple time periods. For example, for daily inspections of low-voltage distribution rooms, one week's work tasks can be generated according to the work plan, so that corresponding work tasks can be generated in advance, making it easier for employees to know the latest work tasks and make work arrangements in advance.

[0075] In actual applications, work plans can be formulated according to project phenomenon management requirements. Based on the work plan, the system batch generates work tasks that should be performed for each business line and each employee every day.

[0076] Specifically, work tasks may include automated tasks, holiday mode tasks, multi-business mode tasks, multi-day tasks, fixed / non-fixed route tasks, and supplier tasks; among which:

[0077] Automated tasks are based on the standard implantation setting project four guarantees and one service plan, which automatically generates tasks according to the standards to achieve task automation;

[0078] Holiday mode tasks support special frequency settings and execution event settings such as weekends and statutory holidays;

[0079] Multi-task mode tasks support simultaneous execution of multiple tasks according to project management requirements, such as simultaneous execution of inspection and meter reading, maintenance and inspection, etc.

[0080] Multi-day missions, such as night patrols;

[0081] Fixed / non-fixed route tasks can determine the corresponding routes according to the actual situation, and set fixed route tasks and non-fixed route tasks;

[0082] Supplier tasks support the generation of service supplier tasks and supplier performance reports.

[0083] Step S130, generating a work order based on the quantified task, monitoring the performance of the service provider based on the work order, and issuing an early warning if the performance is not up to standard.

[0084] When providing property services, the system records the work process and automatically generates work-related record sheets and data analysis reports. Problems can be automatically generated into work orders, including internal reporting orders, internal repair orders, equipment alarm orders, security alarm orders, and other abnormal alarm orders, etc.

[0085] By digitizing work orders, work orders can be obtained by scanning a QR code on a mobile phone, or through a smart work badge or Internet of Things (IOT) device.

[0086] In actual applications, the corresponding multi-task execution mode based on QR code, NFC / Bluetooth, and GPS positioning can be determined according to the different levels of digital acceptance of employees in different positions, ages, and educational backgrounds. The execution process is transparent and controllable, and personnel can be quickly dispatched according to on-site conditions.

[0087] Optionally, the task execution results are automatically recorded, eliminating the need for employees to fill in the form manually, saving time and effort. In addition, formatted documents can be automatically generated online according to Party A or other management requirements.

[0088] Step S140: Online verification of the execution result of the work order by the service provider.

[0089] In order to ensure that the property service process and results meet the standards and ensure customer satisfaction, the execution results of work orders can be verified online through the Web terminal used by property company decision makers, the terminals used by managers at all levels, and the owner's terminal.

[0090] Step S150, determining performance data according to the performance of the service provider, and determining cost expenditure for the service provider based on the performance data.

[0091] In an optional implementation, the service provider includes property management company employees;

[0092] The above-mentioned determination of the performance data according to the performance of the service provider, and determination of the cost expenditure for the service provider based on the performance data, may include the following steps 1.1) to 1.3):

[0093] Step 1.1) Set up a benchmark hourly price library based on job type, job level, and standard working hours to determine the remuneration for each working hour for employees in different positions; job types can include cleaning, greening, security, maintenance, customer service, etc., and job levels can include senior, intermediate, junior, etc., see Figure 2 The example shown gives different salary determination methods for different employees.

[0094] Step 1.2) Calculate the employee's minimum working hours based on his / her basic salary;

[0095] Step 1.3) Determine employee performance and bonus distribution based on the minimum working hours.

[0096] In another optional implementation, the service provider includes an outsourcing supplier;

[0097] Determining the performance data according to the performance of the service provider, and determining the cost expenditure for the service provider based on the performance data, may include the following steps 2.1) and 2.2):

[0098] Step 2.1), generating property service subcontract tasks based on the property service contract and property enterprise service standards, and decomposing and assigning the property service subcontract tasks;

[0099] Step 2.2) determines the amount payable to the outsourcing supplier based on the pre-selected performance payment method.

[0100] In an optional embodiment, performance payment methods may include two types: determining the amount payable to the outsourcing supplier based on actual effective working hours, performance efficiency score and quality score; or calculating the amount payable for the service contract and the contract performance payment coefficient based on the actual output of the service provider, and determining the amount payable to the outsourcing supplier based on the amount payable for the service contract and the contract performance payment coefficient.

[0101] Figure 3A specific example is shown, in which service subcontracting is based on service standards. The subcontracting contract supports supplier performance evaluation based on supplier service hours, service efficiency, service quality and other data. The system automatically calculates the amount payable or the contract performance payment coefficient according to the actual output of the power amplifier. The payment settlement is reasonable and well-founded to ensure the effectiveness of cost expenditure and quickly promote the supplier to improve service efficiency and service quality.

[0102] Furthermore, when generating a property service work plan through a pre-configured standard library, in an optional implementation, the following steps may be specifically included:

[0103] Step 3.1), generating a property service work plan based on a pre-established standard library according to a preset cycle; the property service work plan at least includes a cleaning work plan, a greening work plan, a patrol work plan, an inspection work plan, a meter reading work plan, a maintenance work plan, and a customer visit plan;

[0104] Step 3.2), obtain the property service work plan by scanning the terminal or wireless communication of the electronic work badge, convert the property service work plan into work tasks, and obtain the employee work tasks;

[0105] Step 3.3), intelligently distribute employee work tasks, determine the multi-task execution mode, and execute the corresponding employee work tasks after positioning through GPS; the multi-task execution mode includes QR code, NFC, Bluetooth or GPS positioning;

[0106] Step 3.3), record the task execution results.

[0107] For easier understanding, see Figure 4 As shown, after determining various standard libraries, the work plan can be determined by manual creation or automatic generation, and then the work tasks can be automatically generated according to the work plan, and the tasks and work orders can be intelligently processed so that work orders can be issued through mobile phone code scanning, smart work badges or IOT devices, and the work process can be recorded through the system and work-related distance tables can be automatically generated for business processing.

[0108] Figure 5 It shows an introduction to the functions that can be achieved through mobile phone scanning and electronic work badges. Through this, managers at all levels can quickly understand the quality service of each project, monitor and verify each environmental point, patrol point or equipment and facility, as well as each customer's service record and the working status of each cleaner, greening worker, patrolman, maintenance worker, and customer service, thereby improving the overall service quality of the property company.

[0109] In an optional implementation, the equipment and facilities can be managed by business visualization restoration. In the specific implementation, the facility and equipment management information can be visualized and restored; among them, the facility and equipment management information includes facility and equipment ledger, facility and equipment basic information, real-time operation data, operation and maintenance cost data, spare parts, equipment instruments, inspections, meter reading, maintenance standards, alarm records, maintenance records, and meter reading records.

[0110] See also Figure 6 As shown, facility and equipment inventory management based on full life cycle management can comprehensively grasp the basic information of equipment, spare parts and consumables, operation, maintenance, repair and other information, so as to quickly and holistically understand the current status of equipment.

[0111] In actual applications, inspection, meter reading, and maintenance tasks can be automatically generated based on standard digital intelligence according to daily, weekly, monthly, quarterly, and annual cycles (the method of generating tasks refers to the above embodiment), and the following quality service contents can be provided:

[0112] 1) Rapid meter reading

[0113] By carrying the last meter reading data by default, customizing the meter reading keyboard, and quickly jumping to the meter number, the efficiency of mobile meter reading is greatly improved;

[0114] 2) Rapid inspection

[0115] Supports single inspection of equipment by scanning code and batch inspection of equipment rooms by scanning code. If there are equipment under maintenance, overhaul or out of service during the inspection, it will be automatically skipped without the need to make a new plan;

[0116] 3) Multiple devices joint alarm

[0117] Combine multiple devices to form a joint alarm strategy to reduce false alarms and quickly locate problems, automatically generate work orders and issue them;

[0118] 4) Third-party maintenance

[0119] Supports internal maintenance, on-demand, multiple planned third-party maintenance, and SOP-based maintenance execution.

[0120] In one implementation method, it is possible to uniformly access a standard AIOT platform to support the connection of various brands and models of intelligent equipment and smart sensors installed in the project, realize data interconnection between equipment such as power supply and distribution, water supply and drainage, elevators, fire protection, HVAC, and realize data visualization of facilities and equipment; and integrate and manage the data to improve the operating efficiency of facilities and equipment and reduce operating risks, thereby reducing equipment management costs through unified operation and maintenance.

[0121] In actual applications, the operating data set status of the infrastructure can be recorded through real-time monitoring. When equipment anomalies and intelligent sensor anomalies are monitored, alarms are issued and work orders are generated, so that equipment parameters, equipment environment (such as water immersion) and multi-device joint alarms can be issued. One-click inspection and automatic inspection can also be realized, and inspection report exports can be provided. In addition, switches can be remotely controlled through terminals, automatic control management strategies (such as lighting) can be issued, real-time energy consumption queries and energy consumption statistical analysis can be performed, and historical data, historical alarms, equipment statistics and energy consumption statistics can be reported and counted.

[0122] Furthermore, it is also possible to automatically extract important information and target data from existing monitoring equipment through technologies such as AI and video analysis, and provide a series of security services such as video patrol, face recognition, area intrusion, overflow, crowd gathering, sensor alarm, personnel classification, illegal parking, and patrol through big data management and analysis, thereby overcoming the defects of low efficiency of manual security identification and untimely event feedback in traditional methods, improving security identification efficiency and reliability, increasing customer satisfaction, and significantly reducing labor costs.

[0123] Furthermore, the level of intelligent security can be further improved through fire linkage. By integrating the property security platform with the fire platform, video linkage and other integrated functions can be realized. Combined with the emergency command system, visual emergency command can be realized. Through AIOT sensors, the detection accuracy and speed can be improved. In addition, an automatic alarm can be sounded when the fire passage and the climbing point are blocked. Figure 7 As shown, through the linkage between the security system and the fire protection system, the interconnection of the two supports can be achieved, giving full play to the advantages of each system and improving the technical defense capabilities of project protection.

[0124] In one implementation, the order grabbing mode can be enabled according to project management requirements. After the mode is enabled, the daily, planned, and diverted four-guarantee and one-service tasks and temporary work orders originally performed by fixed personnel are converted into universal work orders. Combined with the pre-set incentive mechanism, employees can grab orders through the terminal, thereby fully mobilizing the enthusiasm of employees. When the work is completed according to the standard, they can receive corresponding rewards, achieving more work and more pay, thereby further improving service quality and service efficiency. See Figure 8 shown.

[0125] Furthermore, in order to improve the quality of property services, the execution process and results can be visualized, the execution process of tasks and work orders can be reflected and tracked in real time, and key nodes can be fully displayed. When an abnormality occurs at a node, a real-time warning will be issued, thereby enhancing the supervision of property services and further improving the service quality of service providers.

[0126] Preferably, service monitoring can also be performed through multi-dimensional quality inspection. According to different user scenarios, quality inspection portals are provided on PC, APP, and WeChat. The multi-dimensional dimensions can include group, business unit / regional company, project, customer, user, etc. Quality inspection is performed through different dimensions, thereby further improving the quality of property services.

[0127] In addition to multi-dimensional verification, quality spot checks can also be carried out. In one implementation method, the service results can be verified by scanning the code on site, and the employee's work quality can be scored based on the verification results, thereby encouraging employees to improve service quality.

[0128] To avoid cheating during verification, in one implementation, cheating management can be performed through a triple anti-cheating method of code scanning authentication + GPS positioning identification + time watermark. When employees perform tasks and internal work orders, they need to verify the spatial point, equipment and facility QR code and latitude and longitude information to prevent cheating in the service performance process. Optionally, it is also possible to restrict the anti-cheating recruitment ratio to further improve the anti-cheating operation.

[0129] The above-mentioned quality self-inspection and quality spot check can correspond to two modes: task mode and coverage rate mode. Fig. 9 shown.

[0130] In order to overcome the problem of low efficiency of traditional offline supervision, online quality supervision can be used to increase the number of projects that are not supervised every day, reduce travel costs and personnel costs for off-site inspections, and improve supervision efficiency. When conducting online supervision, you can view project task feedback photos online through the group, business unit / regional company operations end, and make evaluations based on supervision requirements. According to the evaluation, a rectification form is generated. By checking the rectification issues in the rectification form, the cause analysis and corrective measures are specified. If there are any questions, you can take panoramic and detailed photos of the scene to appeal. Then, through on-site rectification and real-time feedback of the rectification status (photos, videos, etc.), the group, business unit / regional company operations end will verify online, and the supervision process will be completed after it is correct.

[0131] Furthermore, based on service standards, various types of quality warning mechanisms can be established, and all types of warnings support multi-level warnings based on dimensions such as processing time, score, and impact severity, thereby ensuring the timeliness and efficiency of property service performance, and ensuring on-site service quality and customer satisfaction.

[0132] In addition, the owner quality supervision function can also be opened. The business can evaluate and score the property staff who provide services, the real-time service records of the work area, and the service results. The scores can be linked to the property staff's performance, recent and internal evaluations, thereby resolving conflicts between the property company and the business and improving customer satisfaction.

[0133] In an optional implementation, a variety of operation analysis reports can also be pre-configured to perform a visual analysis of the operating efficiency, operation quality and operation efficiency of the property service project based on pre-configured operation dimensions; wherein the operation dimensions include at least one or more of organizations, projects, buildings, positions, employees, space point types, types of facilities and equipment, formats, business types, management and control levels or suppliers.

[0134] Through the above methods, the quality of property services is improved through high-level supervision, owner supervision, and performance-linked employee income, thereby improving owner satisfaction and ensuring improved service quality and efficiency.

[0135] Based on the above method embodiment, the present application embodiment also provides a comprehensive quality management system for property services, see Fig.10 As shown, the system includes the following parts:

[0136] A work plan generation module 102 is used to generate a property service work plan through a pre-configured standard library;

[0137] The quantitative task generation module 104 is used to determine the quantitative tasks according to the property service work plan;

[0138] The work order monitoring module 106 is used to generate work orders based on the quantitative tasks, monitor the performance status of the service provider based on the work orders, and issue an early warning if the performance status is not met;

[0139] The result verification module 108 is used to perform online verification on the execution result of the work order by the service provider;

[0140] The cost determination module 110 is used to determine the performance data according to the performance of the service provider, and determine the cost expenditure for the service provider based on the performance data.

[0141] In a feasible implementation, the service provider includes property management company employees;

[0142] The cost determination module 110 is further used for:

[0143] Set up a position benchmark labor hour unit price database based on position type, position level, and standard working hours to determine the remuneration for each working hour for employees in different positions;

[0144] Calculate the minimum working hours for individual employees based on their basic salary;

[0145] Determine employee performance and bonus distribution based on minimum working hours.

[0146] In one feasible implementation, the service provider includes an outsourcing supplier;

[0147] The cost determination module 110 is further used for:

[0148] Generate property service subcontract tasks based on property service contracts and property enterprise service standards, and decompose and distribute the property service subcontract tasks;

[0149] Determine the amount payable to the outsourced supplier based on the pre-selected performance payment method.

[0150] In a feasible implementation manner, the cost determination module 110 is further used to:

[0151] Determine the amount payable to the outsourcing supplier based on the actual effective working hours, performance efficiency score and quality score;

[0152] or,

[0153] The amount payable under the service contract and the contract performance payment coefficient are calculated based on the actual output of the service provider, and the amount payable to the outsourcing supplier is determined based on the amount payable under the service contract and the contract performance payment coefficient.

[0154] In a feasible implementation manner, the work plan generation module 102 is used to:

[0155] Generate a property service work plan based on a pre-defined standard library according to a preset cycle; the property service work plan at least includes a cleaning work plan, a greening work plan, a patrol work plan, an inspection work plan, a meter reading work plan, a maintenance work plan, and a customer visit plan;

[0156] Obtain the property service work plan through terminal scanning or electronic badge wireless communication, convert the property service work plan into work tasks, and obtain employee work tasks;

[0157] Intelligently distribute employee work tasks, determine the multi-task execution mode, and execute the corresponding employee work tasks after positioning through GPS; the multi-task execution mode includes QR code, NFC, Bluetooth or GPS positioning;

[0158] Record the task execution results.

[0159] In a feasible implementation manner, the system further includes a visualization restoration module, which is used to:

[0160] Visually restore facility and equipment management information;

[0161] Among them, the facility and equipment management information includes facility and equipment ledger, basic information of facility and equipment, real-time operation data, operation and maintenance cost data, spare parts, equipment instruments, inspections, meter reading, maintenance standards, alarm records, maintenance records, and meter reading records.

[0162] In a feasible implementation manner, the above system further includes a report analysis module for:

[0163] Pre-configure a variety of operation analysis reports to conduct visual analysis of the operation efficiency, operation quality and operation efficiency of property service projects based on pre-configured operation dimensions;

[0164] Among them, the operational dimensions include at least one or more of organization, project, building, position, employee, space location type, facility and equipment type, business format, business type, management and control level or supplier.

[0165] The comprehensive quality management system for property services provided in the embodiment of the present application has the same implementation principle and technical effects as those of the aforementioned method embodiment. For the sake of brief description, for matters not mentioned in the embodiment of the comprehensive quality management system for property services, reference may be made to the corresponding contents in the aforementioned method embodiment of comprehensive quality management for property services.

[0166] The present application also provides an electronic device, such as Fig.11 As shown, it is a schematic diagram of the structure of the electronic device, wherein the electronic device 100 includes a processor 111 and a memory 110, the memory 110 stores computer executable instructions that can be executed by the processor 111, and the processor 111 executes the computer executable instructions to implement any of the above-mentioned comprehensive quality management methods for property services.

[0167] exist Fig.11 In the illustrated embodiment, the electronic device further includes a bus 112 and a communication interface 113 , wherein the processor 111 , the communication interface 113 and the memory 110 are connected via the bus 112 .

[0168] Among them, the memory 110 may include a high-speed random access memory (RAM), and may also include a non-volatile memory (non-volatile memory), such as at least one disk storage. The communication connection between the system network element and at least one other network element is realized through at least one communication interface 113 (which can be wired or wireless), and the Internet, wide area network, local area network, metropolitan area network, etc. can be used. The bus 112 can be an ISA (Industry Standard Architecture) bus, a PCI (Peripheral Component Interconnect) bus or an EISA (Extended Industry Standard Architecture) bus, etc. The bus 112 can be divided into an address bus, a data bus, a control bus, etc. For ease of representation, Fig.11Only one bidirectional arrow is used in the diagram, but this does not mean that there is only one bus or only one type of bus.

[0169] The processor 111 may be an integrated circuit chip with signal processing capabilities. In the implementation process, each step of the above method can be completed by the hardware integrated logic circuit or software instructions in the processor 111. The above processor 111 can be a general-purpose processor, including a central processing unit (CPU), a network processor (NP), etc.; it can also be a digital signal processor (DSP), an application-specific integrated circuit (ASIC), a field-programmable gate array (FPGA) or other programmable logic devices, discrete gates or transistor logic devices, discrete hardware components. The general processor can be a microprocessor or the processor can also be any conventional processor. The steps of the method disclosed in the embodiment of the present application can be directly embodied as a hardware decoding processor to execute, or the hardware and software modules in the decoding processor can be executed. The software module can be located in a mature storage medium in the field such as a random access memory, a flash memory, a read-only memory, a programmable read-only memory or an electrically erasable programmable memory, a register, etc. The storage medium is located in the memory, and the processor 111 reads the information in the memory and combines its hardware to complete the steps of the comprehensive quality management method for property services of the aforementioned embodiment.

[0170] An embodiment of the present application also provides a computer-readable storage medium, which stores computer-executable instructions. When the computer-executable instructions are called and executed by a processor, the computer-executable instructions prompt the processor to implement the above-mentioned comprehensive quality management method for property services. The specific implementation can be found in the aforementioned method embodiment, which will not be repeated here.

[0171] The computer program product of the comprehensive quality management method, system, device and medium for property services provided in the embodiments of the present application includes a computer-readable storage medium storing program code. The instructions included in the program code can be used to execute the methods described in the previous method embodiments. The specific implementation can be found in the method embodiments, which will not be repeated here.

[0172] Unless otherwise specifically stated, the relative steps, numerical expressions and values ​​of the components and steps set forth in these embodiments do not limit the scope of the present application.

[0173] If the functions are implemented in the form of software functional units and sold or used as independent products, they can be stored in a non-volatile computer-readable storage medium that is executable by a processor. Based on this understanding, the technical solution of the present application, or the part that contributes to the prior art or the part of the technical solution, can be embodied in the form of a software product, which is stored in a storage medium and includes several instructions for a computer device (which can be a personal computer, a server, or a network device, etc.) to perform all or part of the steps of the method described in each embodiment of the present application. The aforementioned storage medium includes: various media that can store program codes, such as a USB flash drive, a mobile hard disk, a read-only memory (ROM), a random access memory (RAM), a magnetic disk or an optical disk.

[0174] In the description of this application, it should also be noted that, unless otherwise clearly specified and limited, the terms "set", "install", "connect", and "connect" should be understood in a broad sense, for example, it can be a fixed connection, a detachable connection, or an integral connection; it can be a mechanical connection or an electrical connection; it can be a direct connection, or it can be indirectly connected through an intermediate medium, or it can be the internal communication of two elements. For ordinary technicians in this field, the specific meanings of the above terms in this application can be understood according to specific circumstances.

[0175] Finally, it should be noted that the above embodiments are only used to illustrate the technical solutions of the present application, rather than to limit it. Although the present application has been described in detail with reference to the aforementioned embodiments, those skilled in the art should understand that they can still modify the technical solutions described in the aforementioned embodiments, or replace some or all of the technical features therein with equivalents. However, these modifications or replacements do not cause the essence of the corresponding technical solutions to deviate from the scope of the technical solutions of the embodiments of the present application.

Claims

1. A comprehensive quality management method for property services, characterized in that: include: Generate property service work plans through pre-configured standard libraries; Determine quantitative tasks based on the property service work plan; Generate a work order based on the quantified task, monitor the performance status of the service provider based on the work order, and issue an early warning if the performance status is not met; Conducting online verification of the execution results of the work order by the service provider; The performance data is determined according to the performance of the service provider, and the cost expenditure for the service provider is determined based on the performance data.

2. The comprehensive quality management method for property services according to claim 1, characterized in that: The service provider includes property management company employees; Determine the performance data according to the performance of the service provider, and determine the cost expenditure for the service provider based on the performance data, including: Set up a position benchmark labor hour unit price database based on position type, position level, and standard working hours to determine the remuneration for each working hour for employees in different positions; Calculate the minimum working hours for individual employees based on their basic salary; Employee performance and bonus distribution are determined based on the minimum working hours.

3. The comprehensive quality management method for property services according to claim 1, characterized in that: The service provider includes an outsourcing supplier; Determine the performance data according to the performance of the service provider, and determine the cost expenditure for the service provider based on the performance data, including: Generate property service subcontract tasks based on the property service contract and property enterprise service standards, and decompose and distribute the property service subcontract tasks; Determine the amount payable to the outsourced supplier based on the pre-selected performance payment method.

4. The comprehensive quality management method for property services according to claim 1, characterized in that: Determine the amount payable to the outsourced supplier based on the pre-selected performance payment method, including: Determine the amount payable to the outsourcing supplier based on the actual effective working hours, performance efficiency score and quality score; or, The amount payable under the service contract and the contract performance payment coefficient are calculated based on the actual output of the service provider, and the amount payable to the outsourcing supplier is determined based on the amount payable under the service contract and the contract performance payment coefficient.

5. The comprehensive quality management method for property services according to claim 1, characterized in that: Generate property service work plans through a pre-configured standard library, including: Generate a property service work plan based on a pre-established standard library according to a preset cycle; the property service work plan at least includes a cleaning work plan, a greening work plan, a patrol work plan, an inspection work plan, a meter reading work plan, a maintenance work plan, and a customer visit plan; Obtain the property service work plan by scanning the terminal code or wireless communication of the electronic work badge, convert the property service work plan into work tasks, and obtain the employee work tasks; Intelligently distribute the employee work tasks, determine the multi-task execution mode, and execute the corresponding employee work tasks after positioning through GPS; the multi-task execution mode includes QR code, NFC, Bluetooth or GPS positioning; Record the task execution results.

6. The comprehensive quality management method for property services according to claim 1, characterized in that: The method further comprises: Visually restore facility and equipment management information; Among them, the facility and equipment management information includes facility and equipment ledger, basic information of facility and equipment, real-time operation data, operation and maintenance cost data, spare parts, equipment instruments, inspections, meter reading, maintenance standards, alarm records, maintenance records, and meter reading records.

7. The comprehensive quality management method for property services according to claim 1, characterized in that: The method further comprises: Pre-configure a variety of operation analysis reports to conduct visual analysis of the operation efficiency, operation quality and operation efficiency of property service projects based on pre-configured operation dimensions; Among them, the operational dimensions include at least one or more of organization, project, building, position, employee, space point type, facility and equipment type, business format, business type, management and control level or supplier.

8. A comprehensive quality management system for property services, characterized in that: include: Work plan generation module, used to generate property service work plans through pre-configured standard libraries; A quantitative task generation module, used to determine the quantitative tasks according to the property service work plan; A work order monitoring module, used for generating a work order based on the quantified task, monitoring the performance status of the service provider based on the work order, and issuing an early warning if the performance status is not met; A result verification module, used to perform online verification on the execution result of the work order by the service provider; The cost determination module is used to determine the performance data according to the performance of the service provider, and determine the cost expenditure for the service provider based on the performance data.

9. An electronic device, characterized in that: It includes a processor and a memory, wherein the memory stores machine executable instructions that can be executed by the processor, and the processor executes the machine executable instructions to implement the comprehensive quality management method for property services as described in any one of claims 1 to 7.

10. A computer-readable storage medium, characterized in that: The computer-readable storage medium stores machine-executable instructions, and when the machine-executable instructions are called and executed by the processor, the machine-executable instructions prompt the processor to implement the comprehensive quality management method for property services as described in any one of claims 1 to 7.

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