基于EFQM卓越模型的物业经营服务机制创新研究

Research on Property Management Service Mechanism Based on EFQM Excellence Model

物业管理企业开展高质量的社区经营服务,既符合当前国家的政策导向,又顺应了民生的实际需要,更是企业谋求自身发展的破冰之道。然而,物业管理企业在开展经营服务的过程中,面临诸如经营人才匮乏、工作标准缺失、考核机制不健全等多重障碍,如何化解上述经营体制、机制等难题显得尤为迫切和重要。本文基于EFQM卓越模型理论指导,结合十多家头部物业管理企业的实地调研,发现人才培养机制精细化、物业工作机制标准化、绩效考核机制多维化、创新服务机制持续化、前后台协同机制数字化等机制创新是物业管理企业开展经营服务的有力保障。

Property management enterprises to carry out high-quality community business services,is not only in line with the current national policy guidance,but also comply with the actual needs of the people's livelihood.What's more,it is the ice breaking way for enterprises to seek their own development.However,property manage-ment enterprises face many obstacles in the process of business services,such as the lack of business personnel,the lack of work standards,imperfect assessment mechanism and so on.How to resolve the above management system,mechanism and other problems is particularly urgent and important.Based on the theoretical guidance of EFQM ex-cellence model,combined with the field survey of more than ten leading property management enterprises,this paper finds that the fine talent training mechanism,the standardization of property working mechanism,the multidimen-sional performance appraisal mechanism,the continuous innovation service mechanism,and the digitalization of front and back platform coordination mechanism are the powerful guarantee for property management enterprises to carry out business services.