物业服务标准综述

Review of Property Service Standards

我国物业行业经过近四十年的发展创新,已经成为国民经济的重要组成部门。并作为与居民生活、工作密切关联的行业,在构建和谐社区中发挥着不可替代的作用。但物业服务常常因其不规范、不标准,导致物业和业主之间产生众多矛盾和纠纷。而通过物业服务标准化,可以实现管理规范、有效提升物业人员的服务质量、提高客户满意度。本文结合物业服务行业的发展,针对目前物业企业标准化工作的核心内容--标准体系构建中涉及的国家、行业及地方标准做相应梳理与研究,希望以此为物业服务企业的标准化建设提供参考。

After nearly 40 years of development, the Chinese property service industry has become an important part of the national economy. Closely related to residents* life and work, it plays an irreplaceable role in building a harmonious community. But due to the lack of relevant standards and specifications, a lot of contradictions and disputes happened between the owners. The standardization of property services can help effectively improve property services, the service quality of property personnel, and customer satisfaction. Based on the development of the property service industry, this paper sorts out and studies the national, industrial and local standards involved in the establishment of the standard system, which is the core content of the standardization of property enterprises at present, providing references for carrying out standardization activities at property service enterprises.