【正文】 （結(jié)婚40年）的夫婦?；顒訒r(shí)間：9月11日下午14：30 活動地點(diǎn)：萬科四季花城 系列活動三：“美味心情”——家庭廚藝大比拼（具體活動安排見隨后通知）系列活動四：“情滿人間”——社區(qū)往事回顧展收集能夠展現(xiàn)社區(qū)歷史沉淀的各類珍貴印記。截稿時(shí)期：9月26日 頒獎時(shí)間：2004年10月投稿方式：請投至本社區(qū)管理處，或Email：szwy系列活動六：“融情樂園”——“家庭環(huán)保寶”作品比賽收集各家庭利用廢棄物品制作的各種環(huán)保小作品，進(jìn)行評比收集時(shí)間：9月4日9月16日 評獎時(shí)間：9月20日 頒獎時(shí)間：2004年10月系列活動七：“親情體驗(yàn)”——“人間溫情”公益活動親情體驗(yàn)獻(xiàn)愛心，業(yè)主募捐，并組織部分代表前往“敬老院”、“福利院”開展慰問活動和慰問演出。報(bào)名地點(diǎn)：各管理處活動詳情請咨詢管理處！[案例2] 陸家嘴物業(yè)讓您更滿意（企業(yè)文化策劃）(Lu Jiazui Property Management will make you more satisfied)（景頭：上海浦江外景、寫字樓、道路……）伴隨著改革開放的步伐，我國的物業(yè)管理已經(jīng)走過了20年風(fēng)雨歷程。( With the advancement of China’s reform and opening policy, the property management in our country has by far undergone twenty years of development. The great and rapid progress made in this field not only signals the emergence of a new industry, but more importantly, it has brought to us a totally new concept in service.)（公司前臺門面、簽字儀式等）上海陸家嘴物業(yè)管理有限公司成立于1992年5月。他們認(rèn)識到，作為一個(gè)新興的服務(wù)行業(yè)，要改變傳統(tǒng)落后的方式，提高企業(yè)經(jīng)營管理素質(zhì)，必須以市場需求為導(dǎo)向，不斷地開拓經(jīng)營領(lǐng)域，以市場的不斷擴(kuò)大來推進(jìn)企業(yè)的管理。管理類型包括辦公樓、別墅、公寓、普通住宅小區(qū)、酒店公寓、商場、學(xué)校、廠房及要素交易市場等。(The pany insists on providing genuine services to clients and sticks strictly to the principle of making the clients satisfied ,delighted and reassured.)（標(biāo)識：“陸家嘴物業(yè)讓您更滿意”字樣）他們引進(jìn)國外的先進(jìn)管理方式和理念，以優(yōu)秀的管理服務(wù)提升企業(yè)的經(jīng)營管理檔次。(In order to upgrade her services levels, the pany constantly introduces the advanced 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”。（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(shí)間，將下午5點(diǎn)的下班時(shí)間延續(xù)到晚上9點(diǎn)，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(shí)行365天 24小時(shí)的服務(wù)制度，受到業(yè)戶的廣泛贊揚(yáng)。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(fèi)標(biāo)準(zhǔn)公開等。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(yùn)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(jì)，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。形成了統(tǒng)一的服務(wù)標(biāo)準(zhǔn)和作業(yè)標(biāo)準(zhǔn)。( 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。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(yùn)作實(shí)務(wù)草稿……）公司加強(qiáng)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(gè)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(shí)現(xiàn)了全公司范圍內(nèi)的服務(wù)質(zhì)量目標(biāo)管理。(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(shí)機(jī)，迎接新的挑戰(zhàn)。( 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(yù)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。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)。( 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”。陸家嘴物業(yè)的全體員工必將保持和發(fā)揚(yáng)銳意進(jìn)取、創(chuàng)新務(wù)實(shí)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(shí)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(gè)文明建設(shè)再立新功。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)讓您 更滿意”紅字，屏風(fēng)前放置若干鮮花盆景。（歡快音樂起，電話鈴聲不斷，幕啟）李：（接電話）您好，陸家嘴物業(yè)，請講。（電話鈴又響）李：您好，陸家嘴物業(yè)，請講。（電話鈴又響）李：您好，陸家嘴物業(yè)，請講。李：咳，一大清早，電話不斷，不是修管子，就是帶孩子，還要去抓個(gè)雞，這物業(yè)公司的活真是煩透了！什么時(shí)候才能跳出這苦海。李：技巧……？那好，我看你王經(jīng)理的技巧！ 王：我說小李啊，你又玩俏皮了……，（電話鈴響，小李接聽電話） （甲上，打電話，追光）李：您好，陸家嘴物業(yè)，請講。甲：是陸家嘴物業(yè)公司嗎？李：嗯……，王經(jīng)理，你的電話。甲：你們物業(yè)公司要管一管哪，小區(qū)外面攤販這么多，大餅攤，餛飩攤到處都是，弄得環(huán)境亂哄哄，要出事故啊。甲：什么？叫我檢查？我從來沒寫過檢查……。甲：好好，采取行動時(shí)，我一定參加，希望把大餅攤、餛飩攤掃個(gè)精光。 （甲下，追光滅）李：（迷惑不解）王經(jīng)理，你已經(jīng)聯(lián)系過了？他們真的要采取行動啦？