Property management system and property management method

Abstract

The invention provides a property management system and a property management method. The system comprises the following modules: a work order processing module, a property inspection and equipment maintenance module, a maintenance module and a property complaint processing module. By means of comprehensive digital management, automatic process processing, intelligent service providing, real-time monitoring and early warning, data analysis and decision support, mobile application and the like, high efficiency, intelligence and convenience of property management are realized. The property management efficiency and the service quality are improved, and the management cost and the risk are reduced. In the future, along with the continuous progress of the technology and the continuous expansion of the application scene, the method can play a greater role and value in the property management industry.

Description

Technical Field

[0001] The present invention specifically relates to a property management system and a property management method. Background Art

[0002] With the acceleration of urbanization and the improvement of people's living standards, the property management industry is facing growing management needs and service challenges. The traditional manual management model can no longer meet the current demand for efficient, convenient and intelligent property management. At the same time, the existing technology has the following problems:

[0003] 1. Low management efficiency: The traditional manual management model requires a large amount of human resources for daily inspections, repair processing, fee collection, etc., which is inefficient and prone to errors. The present invention introduces a property management system to achieve comprehensive digitization and centralized management of property information, and automatically processes property fee collection, repair service, etc., to improve management efficiency.

[0004] 2. Low service quality: Traditional property management is slow and untimely in responding to owners' needs and handling complaints and suggestions, which affects owners' satisfaction. The present invention uses real-time system monitoring and early warning mechanisms to timely detect and handle abnormal situations; at the same time, it mines owners' needs through big data analysis, provides personalized and differentiated services, and improves service quality.

[0005] 3. Information security risks: In the information age, property management systems involve a large amount of sensitive information such as owner information, financial information, etc. Once leaked or illegally accessed, it will bring serious consequences. The present invention ensures the security and reliability of the system and data by establishing a multi-level authority management mechanism and regular system security checks.

[0006] 4. Complicated operation and poor experience: The traditional property management system has an unfriendly interface and cumbersome operation, which affects the user experience. The present invention improves the user experience and work efficiency by designing a simple and intuitive user interface and operation process.

[0007] 5. Insufficient system scalability and flexibility: With the development of property management business and the access of new equipment, the system needs to have good scalability and flexibility. The present invention adopts modular design and integrated architecture to support the rapid access and expansion of new equipment and functions.

[0008] Therefore, the present invention proposes a property management system based on the aim of solving the technical problems currently faced by the property management industry and improving property management efficiency and service quality. Summary of the invention

[0009] The purpose of the present invention is to provide a property management system to address the deficiencies in the prior art, and the property management system can well solve the above-mentioned problems.

[0010] In order to achieve the above requirements, the technical solution adopted by the present invention is: to provide a property management system, which includes the following modules:

[0011] The work order processing module is used to realize work order configuration, work order entry, work order assignment, work order adjustment, task execution, work order feedback and work order closure;

[0012] Property inspection and equipment maintenance modules are used to implement inspection task formulation, inspection execution and knowledge base management;

[0013] The maintenance module is used to create maintenance work orders, assign maintenance personnel, perform maintenance, close work orders, and provide feedback on work orders;

[0014] The property complaint handling module is used to realize complaint entry, complaint assignment, complaint handling, work order closing and complaint feedback.

[0015] Preferably, the work order processing module implements work order configuration and divides the work orders into daily, temporary and emergency types;

[0016] According to the work order type, it is divided into primary and secondary categories. The primary category includes repair, patrol, cleaning, complaint, and others; the secondary category includes equipment, inspection, patrol, cleaning, complaint, and customization;

[0017] Implementing work order configuration also includes the following steps:

[0018] The staff's permission to handle work orders is set as work order administrator, work order processor, work order returner or maintenance unit.

[0019] Preferably, the step of entering a work order includes: the user submits a work order through the property management system, including information such as the work order title, project, work order type, estimated start time, work order address, work order content, attachments, etc., after which the staff receives the user's work order, or the user submits it directly through the system.

[0020] Preferably, the work order adjustment includes the operation of replacing other persons, the operation of adding assistants, and the operation of changing the start time of the work order.

[0021] Preferably, task execution includes: maintenance personnel accepting assigned work orders and confirming the contents of the work orders; maintenance personnel going to the site to handle the problem, determining whether there is a charge and whether material application is required, and if there is a charge, determining whether the charge has been received, and recording the results after the processing is completed.

[0022] Preferably, the steps of developing inspection tasks specifically include: developing a daily patrol plan according to property management needs, including equipment inspection routes, generated work order types, inspection rules, start time, work order time, inspection time interval of the day, generated work order time, and assigning inspection tasks to relevant inspection personnel;

[0023] The specific steps of the inspection execution include: the inspection personnel perform the inspection tasks according to the inspection plan, record the problems found, report the problems found during the inspection to the system in a timely manner, and update the work order content;

[0024] The knowledge base management specifically includes: regularly summarizing inspection results, forming a knowledge base, analyzing problem-frequently occurring areas and problem types, and providing a basis for subsequent learning.

[0025] Preferably, the step of creating a maintenance work order specifically includes: the customer reports a repair through the system or by phone, generates a maintenance work order, and then classifies the repair work order;

[0026] The steps of dispatching maintenance personnel specifically include: the system automatically dispatches work orders according to the skills and workload of maintenance personnel, and the administrator manually adjusts the dispatch according to actual conditions;

[0027] The maintenance execution steps specifically include: after the maintenance personnel accept the task, they go to the site to perform maintenance. If they need to apply for materials, they will retrieve the materials, record the delivery from the warehouse, and the workers will pick up the items. According to the content of the work order, they will take photos before performing the maintenance. According to the actual situation, whether the work order needs to be adjusted to record the maintenance process, including the materials used and maintenance steps. For charging, the bill collection status needs to be obtained. The maintenance personnel will feedback the processing results to the system, and the user will view the processing progress and results through the system.

[0028] Preferably, the steps of complaint entry specifically include: the customer submits the complaint through the property management system, including the complaint title and complaint content information, the staff receives the user's work order, or the user directly submits it through the system.

[0029] Preferably, the steps of complaint dispatch specifically include: if the automatic dispatching rules fail to fully cover the situation, the administrator can manually dispatch work orders, and the staff can query the work order pool and take orders themselves.

[0030] The advantages of this property management system are as follows:

[0031] 1. Realize the centralization and unified management of data: By building an integrated platform, different subsystems (such as maintenance management, rental management, expense management, etc.) are integrated into a unified system to realize the centralized storage and unified management of data, avoid the phenomenon of information islands, and improve the efficiency of data analysis and decision-making.

[0032] 2. Improve user experience: Design a user-friendly interface and provide convenient function access, such as online repair, fee inquiry, community activity participation, etc., to improve user convenience and satisfaction. At the same time, the system should support multi-terminal access (such as mobile and web) to facilitate users to use it anytime and anywhere.

[0033] 3. Increase intelligent and automated functions: Introduce intelligent technologies and automated mechanisms, for example: Intelligent repair: After the user submits a repair request, the system automatically analyzes the problem type, intelligently dispatches the order to the appropriate maintenance personnel, and tracks the repair progress and user feedback. Automated expense management: The system automatically generates bills, provides overdue reminders and collection, supports online payment functions, and reduces the burden of manual operations. Data analysis and prediction: Analyze various types of data in property management to provide decision support for managers.

[0034] 4. Enhanced security and privacy protection: Use advanced encryption technology to protect the security of data during transmission and storage, establish a complete permission management and access control mechanism to ensure that only authorized users can access relevant data. Strictly protect user privacy data, comply with relevant laws and regulations, and ensure user information security. DETAILED DESCRIPTION

[0035] In order to make the purpose, technical solutions and advantages of the present application clearer, the present application is further described in detail below in conjunction with specific embodiments.

[0036] In the following description, references to "one embodiment", "an embodiment", "an example", "an example", etc. indicate that the embodiment or example described in this way may include specific features, structures, characteristics, properties, elements or limitations, but not every embodiment or example necessarily includes the specific features, structures, characteristics, properties, elements or limitations. In addition, repeated use of the phrase "according to one embodiment of the present application" may refer to the same embodiment, but does not necessarily refer to the same embodiment.

[0037] For the sake of simplicity, certain technical features well known to those skilled in the art are omitted in the following description.

[0038] According to an embodiment of the present application, a property management system is provided, which is specifically described as follows:

[0039] 1. Structural description: The property management system involved in the present invention is mainly composed of five parts: work order management, property interaction, and inspection management.

[0040] 2. Principle description: This method realizes efficient, intelligent and convenient property management through comprehensive digital management, process automation, intelligent service provision, real-time monitoring and early warning, data analysis and decision support, and mobile applications. This not only improves property management efficiency and service quality, but also reduces management costs and risks. In the future, with the continuous advancement of technology and the continuous expansion of application scenarios, this method will play a greater role and value in the property management industry.

[0041] 3. Action Relationship Description

[0042] (I) Work Order Processing Logic

[0043] 1. Work order configuration:

[0044] (1) Types of work orders: daily, temporary, emergency;

[0045] (2) Work order type: Level 1: repair, patrol, cleaning, complaint, other; Level 2: equipment, inspection, patrol, cleaning, complaint, custom;

[0046] (3) Shift management;

[0047] (4) Staff permissions for handling work orders: work order administrator, work order processor, work order returner, and maintenance unit;

[0048] (5) Plan configuration;

[0049] (6) Repair work order fee setting: labor cost = number of people * working hours * unit price; material cost = related material cost of the applied material;

[0050] (7) Early warning triggers the generation of work order configuration.

[0051] 2. Work order entry

[0052] User submission: Customers submit work orders through the property management system, which include work order title, project, work order type, estimated start time, work order address, work order content, attachments and other information.

[0053] Staff receiving: Staff receive user work orders, or users submit them directly through the system.

[0054] 3. Work order dispatch

[0055] Work order classification: Classify and process work orders according to their type (such as repair, inspection, patrol, cleaning, landscaping maintenance, complaints and suggestions, management mailbox, emergency, etc.).

[0056] Automatic dispatch: (1) The system dispatches according to the shift schedule (2) Random dispatch: Automatically assign work orders to staff with corresponding processing authority and on duty.

[0057] Manual dispatch: If the automatic dispatch rules are not fully covered, the administrator can manually dispatch work orders.

[0058] Grab orders from the work order pool: Staff members query the work order pool and take orders themselves.

[0059] 4. Work order adjustment

[0060] (1) Replace other people

[0061] (2) Add assistants

[0062] (3) Change the work order start time

[0063] 5. Task Execution

[0064] Work order acceptance: The maintenance personnel accepts the assigned work order and confirms the work order content.

[0065] On-site processing: Maintenance personnel go to the site to handle the problem, determine whether there is a charge, whether material application is required, and if there is a charge, determine whether the charge has been received, and record the processing results after the processing is completed.

[0066] 6. Work order feedback

[0067] Processing feedback: Maintenance personnel will feed back the processing results to the system, and users can view the processing progress and results through the system.

[0068] User evaluation: After the problem is solved, the user can evaluate the processing results and provide feedback for system improvement.

[0069] 7. Work order closed, confirmed completed: The administrator confirms the work order is completed, closes the work order, and records it.

[0070] (II) Property inspection and equipment maintenance

[0071] 1. Inspection task formulation

[0072] Develop patrol plans: Develop daily patrol plans based on property management needs, including equipment patrol routes, work order types, patrol rules, start time, work order time, patrol intervals for the day, work order generation time, etc.

[0073] Task assignment: Assign inspection tasks to relevant inspection personnel.

[0074] 2. Inspection execution

[0075] Execute inspections: Inspectors perform inspection tasks according to the inspection plan and record any problems found.

[0076] Problem reporting: Problems found during inspections should be reported to the system in a timely manner and the work order content should be updated.

[0077] 3. Knowledge base management

[0078] Summary report: Regularly summarize inspection results, form a knowledge base, analyze problem-prone areas and problem types, and provide a basis for subsequent learning.

[0079] (III) Maintenance process

[0080] 1. Create a maintenance work order

[0081] Problem reporting: Customers report problems through the system or by phone, which generates a repair work order.

[0082] Work order classification: Classify repair work orders into categories such as daily, temporary, emergency, etc.

[0083] 2. Maintenance personnel dispatch

[0084] Automatic dispatching: The system automatically dispatches work orders based on the maintenance personnel’s skills and workload.

[0085] Manual adjustment: Administrators can manually adjust the allocation based on actual conditions.

[0086] 3. Maintenance execution

[0087] Accepting the task: After accepting the task, the maintenance personnel will go to the site to carry out maintenance.

[0088] Whether to apply for materials: If materials need to be applied for, the materials will be retrieved, the delivery record will be made, and the workers will pick up the materials.

[0089] Take photos before maintenance: Take photos before maintenance according to the work order content

[0090] Whether to adjust the work order: whether the work order needs to be adjusted according to the actual situation

[0091] On-site processing: record the maintenance process, including the materials used, maintenance steps, etc.

[0092] Whether to charge: To charge, you need to obtain the bill collection status

[0093] Processing feedback: Maintenance personnel will feed back the processing results to the system, and users can view the processing progress and results through the system.

[0094] 4. Ticket Closure

[0095] Confirm and close: After the maintenance is passed, the administrator closes the work order in the system.

[0096] 5. Work order feedback

[0097] User evaluation: After the problem is solved, the user can evaluate the processing results and provide feedback for system improvement.

[0098] (IV) Property Complaint Handling Process

[0099] 1. Complaint entry

[0100] User submission: Customers submit complaints through the property management system, including complaint title, complaint content and other information.

[0101] Staff receiving: Staff receive user work orders, or users submit them directly through the system.

[0102] 2. Complaints Assignment

[0103] Manual dispatch: If the automatic dispatch rules are not fully covered, the administrator can manually dispatch work orders.

[0104] Grab orders from the work order pool: Staff members query the work order pool and take orders themselves.

[0105] 3. Complaints handling

[0106] Handle complaints: contact customers by phone, record customer demands, and handle demands

[0107] 4. Ticket Closure

[0108] Confirm completion: The administrator confirms the completion of the work order, closes the work order, and records it.

[0109] 5. Complaints and Feedback

[0110] User evaluation: After the problem is solved, the user can evaluate the processing results and provide feedback for system improvement.

[0111] According to an embodiment of the present application, the property management system realizes data centralization and unified management integration platform: integrating subsystems such as maintenance management, rental management, and expense management into a unified platform, solving the problem of information islands, and improving data analysis and decision-making efficiency. Unified database: using a unified data storage structure to achieve data sharing and intercommunication between different modules, ensuring data consistency and integrity.

[0112] According to an embodiment of the present application, the property management system implements a user experience-enhancing friendly interface design: providing users with a concise and intuitive interface, supporting multi-terminal (mobile and web) access, and facilitating user operations such as online repair reporting, fee inquiry, and participation in community activities. Convenient function entry: setting up a quick function entry, users can easily complete operations such as repair reporting, inquiry, and payment, thereby improving user convenience.

[0113] According to an embodiment of the present application, the property management system implements intelligent and automated functions, including an intelligent repair system: after a user submits a repair request, the system automatically analyzes the problem type, intelligently dispatches the order to the appropriate maintenance personnel, and tracks the repair progress in real time and provides feedback. Automated expense management: the system automatically generates bills, provides overdue reminders and collections, supports online payments, and reduces the burden of manual operations. Data analysis and prediction: using big data and machine learning technology to analyze property management data, predict future maintenance needs and cost trends, and assist managers in making decisions.

[0114] According to an embodiment of the present application, the property management system has good security and privacy protection. Data encryption: Use advanced encryption technology to protect the security of data during transmission and storage, and prevent data leakage and tampering. Permission management and access control: Establish a strict permission management and access control mechanism to ensure that only authorized users can access relevant data.

[0115] Privacy protection: Comply with relevant laws and regulations, strictly protect user privacy data, and ensure the security and confidentiality of user information.

[0116] The above-mentioned embodiments only represent several implementation methods of the present invention, and the description thereof is relatively specific and detailed, but it cannot be understood as limiting the scope of the present invention. It should be pointed out that, for a person skilled in the art, several modifications and improvements can be made without departing from the concept of the present invention, and these all belong to the protection scope of the present invention. Therefore, the protection scope of the present invention shall be subject to the claims.

Claims

1. A property management system, characterized in that: Includes the following modules: The work order processing module is used to realize work order configuration, work order entry, work order assignment, work order adjustment, task execution, work order feedback and work order closure; Property inspection and equipment maintenance modules are used to implement inspection task formulation, inspection execution and knowledge base management; The maintenance module is used to create maintenance work orders, assign maintenance personnel, perform maintenance, close work orders, and provide feedback on work orders; The property complaint handling module is used to realize complaint entry, complaint assignment, complaint handling, work order closing and complaint feedback.

2. The property management system according to claim 1, characterized in that: The work order processing module implements work order configuration according to the work order type, which is divided into daily, temporary and emergency; According to the work order type, it is divided into primary and secondary categories. The primary category includes repair, patrol, cleaning, complaint, and others; the secondary category includes equipment, inspection, patrol, cleaning, complaint, and customization; Implementing work order configuration also includes the following steps: The staff's permission to handle work orders is set as work order administrator, work order processor, work order returner or maintenance unit.

3. The property management system according to claim 1, characterized in that: The steps of entering a work order include: Users submit work orders through the property management system, which include work order title, project, work order type, estimated start time, work order address, work order content, attachments and other information. After that, staff members receive the user's work order, or the user submits it directly through the system.

4. The property management system according to claim 1, characterized in that: The work order adjustment includes operations of replacing other persons, adding assisting personnel, and changing the work order start time.

5. The property management system according to claim 1, characterized in that: The task execution includes: the maintenance personnel accept the assigned work order and confirm the content of the work order; the maintenance personnel go to the site to handle the problem, determine whether there is a charge, whether material application is required, and if there is a charge, determine whether the charge has been received, and record the processing results after the processing is completed.

6. The property management system according to claim 1, characterized in that: The steps of developing the inspection task specifically include: developing a daily patrol plan according to property management needs, including equipment inspection routes, work order types, inspection rules, start time, work order time, inspection time interval of the day, work order generation time, and assigning inspection tasks to relevant inspection personnel; The specific steps of the inspection execution include: the inspection personnel perform the inspection tasks according to the inspection plan, record the problems found, report the problems found during the inspection to the system in a timely manner, and update the work order content; The knowledge base management specifically includes: regularly summarizing inspection results, forming a knowledge base, analyzing problem-frequently occurring areas and problem types, and providing a basis for subsequent learning.

7. The property management system according to claim 1, characterized in that: The steps of creating a maintenance work order specifically include: the customer reports a repair through the system or by phone, generating a maintenance work order, and then classifying the repair work order; The steps of dispatching maintenance personnel specifically include: the system automatically dispatches work orders according to the skills and workload of maintenance personnel, and the administrator manually adjusts the dispatch according to actual conditions; The maintenance execution steps specifically include: after accepting the task, the maintenance personnel go to the site for maintenance. If materials need to be applied for, the materials will be retrieved, the delivery record will be made, and the workers will pick up the materials. According to the content of the work order, photos will be taken before performing the maintenance. The work order will be adjusted according to the actual situation to record the maintenance process, including the materials used and maintenance steps. The bill collection status needs to be obtained for charging. The maintenance personnel will feedback the processing results to the system, and the user can view the processing progress and results through the system.

8. The property management system according to claim 1, characterized in that: The steps of complaint entry specifically include: the customer submits the complaint through the property management system, including the complaint title and complaint content information, the staff receives the user's work order, or the user directly submits it through the system.

9. The property management system according to claim 1, characterized in that: The steps of complaint dispatching specifically include: if the automatic dispatching rules fail to fully cover the entire situation, the administrator can manually dispatch work orders, and the staff can query the work order pool and accept the orders themselves.

10. A property management method, characterized in that: Use any property management system as described in claims 1 to 9.