【正文】 ed management methods and concepts from abroad and after many years of practice, has formulated her own mission statement, that is “ Make you more satisfied.”通過親情服務(wù)、規(guī)范服務(wù)、一門式服務(wù)和承諾服務(wù)制真正做到“100%業(yè)戶第一”，努力成為業(yè)戶的“好保姆、好管家、好朋友”。他們改變長期形成的以“管”為主的模式，堅持將物業(yè)管理定位在服務(wù)上，教育員工以“保姆”身份為業(yè)戶服務(wù)，通過服務(wù)來體現(xiàn)管理。（業(yè)戶接待人員工作場景）(By carrying out the system of genial services, standard services, onedoor service and promise service, The pany intends to bee the clients’ good nurse, good housekeeper and good friend”. She has deserted the longdominating concept of “managing and controlling” and has cultivated the new notion of integrating the idea of “managing “ into the services.他們還在行業(yè)內(nèi)率先調(diào)整服務(wù)工作時間，將下午5點的下班時間延續(xù)到晚上9點，雙休日照常上班，以滿足業(yè)戶在下班后和周末日常生活對物業(yè)管理部門的大量需求，并向社會公開承諾實行365天 24小時的服務(wù)制度，受到業(yè)戶的廣泛贊揚。(The pany is the first in the industry to adjust working hours , which has been prolonged from 5 . to .. The employees keep on working on the weekends so as to satisfy clients needs arising at the weekend and other hours outside their work. Besides, the pany promised to society a yearround working system on the basis 365 days.) （保安、保潔、保綠人員工作場景）（業(yè)戶采訪……字幕）公司還不斷建立完善各項公開辦事制度。做到管理人員工作職責(zé)公開；工作程序和操作流程公開；承諾服務(wù)內(nèi)容和標(biāo)準(zhǔn)公開；收費標(biāo)準(zhǔn)公開等。Moreover, the pany keeps on establish and perfect the office system, including making public the management’s responsibilities , working and operating procedures ,the content of promise and charging standard.（管理服務(wù)作業(yè)書、上墻資料、鏡架等）公司根據(jù)自己多年來的實踐，在行業(yè)內(nèi)率先進(jìn)行了標(biāo)準(zhǔn)化建設(shè)。他們將在經(jīng)營管理和服務(wù)中循環(huán)往復(fù)、行之有效的操作運行行為，用標(biāo)準(zhǔn)化的形式固定下來，統(tǒng)一企業(yè)形象、統(tǒng)一員工培訓(xùn)、統(tǒng)一服 ( The pany is the first in the industry to standardize her inner construction with view to years of experience and has formulated and solidified the traditionally effective management notions into fixed standards including uniformed CI, staff training ,service levels and checking and supervision, which has greatly propelled the advancement of the industry.（服務(wù)、作業(yè)標(biāo)準(zhǔn)文本）（管理處工作場景、布局等）（保安保潔人員工作場景等）按照視覺識別系統(tǒng)導(dǎo)入的要求，公司著手進(jìn)行了企業(yè)理念識別系統(tǒng)、視覺識別系統(tǒng)和行為識別系統(tǒng)的全方位設(shè)計，對公司管理處的辦公設(shè)備、設(shè)施、用具、張貼資料、標(biāo)準(zhǔn)色調(diào)均作了統(tǒng)一的要求。對物業(yè)管理中業(yè)戶接待、保安、保綠、保潔和設(shè)備維修等專業(yè)服務(wù)內(nèi)容也制定了統(tǒng)一的規(guī)定。形成了統(tǒng)一的服務(wù)標(biāo)準(zhǔn)和作業(yè)標(biāo)準(zhǔn)。使業(yè)戶享受到溫馨、舒適和安全的感覺。( In the light of the requirement of introducing the visual identification system, the pany has embarked on the identificationsystem of corporation conception, visual identification system and behavior identification system. All the equipment, facilities, stationery ,publicity and standard colors have been uniformed through out the whole pany. And the case is the same with all kinds of specialized services, including reception, security, greens protection, cleaning and maintenance. The aim for all these transformation is to provide the clients a warm, fortable and secure enviroment. （總經(jīng)理訪談……字幕）（培訓(xùn)中心、學(xué)習(xí)班、軍訓(xùn)……）公司積極構(gòu)筑“人才高地”，把提高全體員工的素質(zhì)作為“第一道工序”來抓。公司培訓(xùn)中心先后培訓(xùn)員工2000多人次。并培訓(xùn)了30余名物業(yè)經(jīng)理，公司現(xiàn)有大專以上學(xué)歷的員工129人，約占公司人數(shù)的40%，具有各類專業(yè)技術(shù)職稱的員工120人，約占公司員工人數(shù)的38%(Since One of the pany’s aims is to attract the elite , so she first attaches much attention to the efforts of elevating the whole staff’s quality. The training center of the pany has nurtured more than 2000 employees and 30 managing staff. Employees graduating from colleges account for 40% of the whole staff, and those having acquired professional certificates account for about 38%)（物業(yè)管理運作實務(wù)草稿……）公司加強服務(wù)質(zhì)量督導(dǎo)和對管理服務(wù)的全過程控制，對公司各個層面執(zhí)行服務(wù)和操作標(biāo)準(zhǔn)進(jìn)行業(yè)務(wù)指導(dǎo)，實現(xiàn)了全公司范圍內(nèi)的服務(wù)質(zhì)量目標(biāo)管理。按照國際慣例，公司建立了以顧客滿意度指數(shù)為主要內(nèi)容的的服務(wù)質(zhì)量方針，用具體合理的服務(wù)質(zhì)量度量，以實現(xiàn)持續(xù)改進(jìn)不斷提高的要求。(the pany has reinforced the supervision on the services and the control to the whole procedure of service, offer instructions to services and standards of all different levels within, and thus has realized the target management on services throughout the whole pany. According to the international practice, the pany has taken the extent of clients’ satisfaction as her guideline of services in the purpose of constantly improving the service level.)（簽約儀式等）為應(yīng)對中國加入WTO后物業(yè)管理市場更加激烈的競爭，陸家嘴物業(yè)公司做好充分準(zhǔn)備，尋找新的時機，迎接新的挑戰(zhàn)。公司積極構(gòu)筑具有個性的企業(yè)品牌，他們運用市場經(jīng)濟(jì)的手段，努力形成有效的整合，以規(guī)?；?、品牌化、科技化為目標(biāo)，策劃了服務(wù)集約的運作，按照專業(yè)管理和專業(yè)服務(wù)相分離的思路，進(jìn)行物業(yè)服務(wù)平臺的構(gòu)筑，通過增加科技含量，有效降低物業(yè)管理成本，提高市場開拓的競爭能力。( The LU Jiazui property management co. Has prepared for the fierce petition brought by China’s entry to the WTO and is now making efforts to discover new opportunities and face new challenges. The pany has set up her unique image and has erected a service platform. Besides, the structure of the pany has been effectively readjusted so as to offer the standardized services of a wellknown brand and high tech. By improving the technological levels in the services, the pany has effectively lowered the cost of management and enhanced the ability of exploring new markets.) （總經(jīng)理訪談……字幕）（榮譽證書、獲獎證書等）公司先后獲得ISO9002質(zhì)量保證體系、ISO14001環(huán)境管理體系和OHSAS18001職業(yè)安全衛(wèi)生管理體系的認(rèn)證。成為國內(nèi)唯一通過三項貫標(biāo)認(rèn)證的物業(yè)管理企業(yè)，被譽為上海物業(yè)管理行業(yè)內(nèi)的“曼聯(lián)隊”。公司還連續(xù)三次被評為上海市和浦東新區(qū)物業(yè)管理優(yōu)秀企業(yè)，并獲得上海市“質(zhì)量管理獎”，上海市用戶滿意企業(yè)稱號，今年4月又被建設(shè)部評審為國家首批物業(yè)管理資質(zhì)一級企業(yè)。( The pany has passed the ISO 9002, ISO 14001and the certification system environment controlling and OHSAS18001 and has bee the only corporation in the country which passed the 3 publically recognized certification standards. The pany has also been rewarded three times in succession the Prize of “ Merit Enterprise of property management in Pudong area” and has won the honor from the Construction Ministry as the Grade A enterprise in property management.)陸家嘴物業(yè)，一個響亮而充滿活力的品牌，一個洋溢著激情和自信的企業(yè)，它正為物業(yè)管理的發(fā)展塑造著嶄新的概念。( LU Jiazui Property Mangement , a brand radiating with brilliance and vigor , an enterprise full of passion and confidence, is now developing new concept in this fresh industry.“寶劍鋒從磨礪出，梅花香自苦寒來”。成績預(yù)示的是過去。陸家嘴物業(yè)的全體員工必將保持和發(fā)揚銳意進(jìn)取、創(chuàng)新務(wù)實的企業(yè)精神，進(jìn)一步轉(zhuǎn)變觀念，改善服務(wù)質(zhì)量，提高管理水平，實現(xiàn)“上海第一、全國一流”物業(yè)公司的企業(yè)目標(biāo)，為上海的兩個文明建設(shè)再立新功。( But achievement only stands for the past. Employees in the pany will maintain the corporation spirit of marching ahead fearlessly and settling every problem creatively ,and will further transform their concept of services and upgrade the services level ,improve the management to realize the aim of “ the first in shanghai ,and firstgrade in the whole country.” [相關(guān)案例] 小話劇《好保姆》地點：物業(yè)公司管理處。場景：舞臺右面放置辦公桌椅一套，桌上放置電話、文件夾等，左面放置接待桌椅，正中屏風(fēng)上書寫“陸家嘴物業(yè)