基于服务供应链的居住物业管理研究

On Residential Property Management Based on Service Supply Chain

文章基于服务供应链的相关理论,分析了居住物业管理的业务属性、利益主体和公共关系,界定了居住物业服务供应链的成员,构建了居住物业服务供应链的模型,并讨论了居住物业服务供应链的流程管理。最后,通过对服务流、信息流和资金流的有效控制,将服务能力管理、需求管理、客户关系管理、供应商关系管理、服务传递管理和现金流管理进行有效集成,实现物业服务产品的经济效益和社会效益。为提高我国物业管理提供了可以借鉴的意义。

Based on relative theory on service supply chain,the paper discusses relative issues about residential property management,sets up a model of service supply chain of residential property and analyses its process management.By effective controlling service flow,information flow and capital flow,and by integrating service capacity management,demand management,customer relationship management,supplier relationship management,service transfer management and cash management,can we realize economic and social benefits of service product of property.