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              EN
              04月16日 2018

              中赫置地推出“精細如發”頂級物業服務標準

              發布者:中赫集團

              (來源:經濟日報-中國經濟網      鏈接:http://www.ce.cn/cysc/fdc/fc/201804/16/t20180416_28830447.shtml

              近段時間,美國、歐洲多家媒體接連報道了中國物業服務的高標準新探索,尤其是對中赫置地有限公司旗下萬柳書院制定的頂級物業服務標準給予了極高的評價,認為其“精細如發”。

              3年前,中赫置地旗下萬柳書院就以明顯的硬件優勢在業內掀起一輪“匠心”回歸潮流,如今這條“鯰魚”再次發力,又將引發怎樣的新變化?

              1200頁的“另類”標準

              厚達1200多頁的規范文本、500余項服務內容、近30萬字的細節標準、數百個表格……翻開《中赫萬柳書院物業服務手冊》,大到社區外圍管理、健康安全防護等領域切分,小到一塊抹布的尺寸、社區路面每天的檢查次數等,都有明確規定。

              與一般物業標準不同的是,中赫標準沒有囿于傳統標準的框架,而是將與之相關聯的內容盡量納入其中,并形成標準化流程,使標準的外延大大延伸。

              以安全為例。在中赫置地看來,一個項目的安全性如果得不到很好保障,哪怕小區環境再好、配套再齊全,也不能稱為高標準小區。為此,中赫置地將安保范圍向每個可能出現問題的環節延伸,如所有員工在入職前都會做詳盡的背景調查并簽訂保密協議;為業主及工作人員開展諸如心臟復蘇等急救培訓;與社區周邊公安機關合作,提升安全管理水平,等等。

              為客戶創造價值的初心

              “一個好的標準一定是足夠明確、細致的。一方面,它能夠為業內人士提供行為準則,從而為業主提供更好的服務;另一方面,它也應該成為剛入行的‘小白’們的學習指南,讓他們迅速成長為專業人士。”中赫置地相關負責人認為,萬柳書院的物業服務標準可以同時滿足這兩大目標。“中赫物業有自己完整的作業準則,我們不是因為某個人而優秀,而是因為整個團隊、流程而優秀。”

              該負責人表示,國內高端小區不少,但相比于建筑、小區環境、配套等方面的成長速度,物業服務的腳步明顯“慢了半拍”。

              “目前,國內高端物業大致可分為兩大類,一類是開發商運營的物業公司,主要服務于自身開發的社區;另一類是專業物業服務公司。二者共同的痛點是成本問題,且不談科技水平提升帶來了硬件更新換代問題,僅人力成本一項就呈現出明顯的上升趨勢。在投入產出比的壓力下,不少物業公司服務水平提升動力不足。”該負責人說。“要找到解決這一問題的路徑,首先要弄明白企業的出路在哪里。物業是以‘為業主提供服務’為核心的行業,為業主創造價值才是企業生存發展的第一守則,以品質為代價的節流注定沒有前途。因此,企業必須摒棄‘省字當頭’的思維,謹守為客戶創造價值的初心。”

              秉承這一思維,萬柳書院物業服務人員數量一直保持在同體量小區的兩倍以上,硬件投入也較其他小區高出許多。以垃圾清理為例,為及時清理小區里尤其是公共樓梯間內的垃圾桶,萬柳書院規定自家公司服務人員每天需清理兩次且不使用業主電梯,垃圾中轉站須輔以空調降溫、活性炭除味、夏天每小時消毒殺菌等設施。

              “更高的硬件及人力資本投入確實大大降低了公司單個項目的盈利水平,但得益于我們的超高服務品質,品牌溢出效應已經初步顯現。如今,越來越多的項目主動找上門來尋求合作,公司整體盈利水平不降反升。”該負責人表示,目前萬柳書院服務項目的業主滿意度已超99%,遠高于69%的行業平均水平。

              高端物業服務漸成藍海

              數據顯示,2017年中國可投資資產超過千萬元的高凈值人群已經達到158萬人。其中,68%的高凈值客群愿意為高品質物業增值服務埋單,且絕大多數偏好“一站式”綜合服務方案。同時,業界普遍認為,房地產行業正在由售賣型向服務型轉變,物業服務水平逐漸成為行業發展重心。根據機構調查,到2020年,我國物業在管面積將達到228.6億平方米,住宅物業將貢獻最主要的市場規模,預計市場空間將超過8000億元。多種因素疊加更加堅定了中赫置業繼續走高端路線的信心和決心。

              根據公司發展戰略,未來3年,中赫置地將由“高端地產領跑者”向“高端地產開發和持有運營商”轉型,并將以持有型地產為中心,以服務城市品質生活為半徑,打造多產業聯動的獨有商業模式。在這個過程中,物業服務將成為決定價值的重要參數,為中赫置地新商業模式提供強大支撐。

              為此,中赫物業正在加緊開發與新標準相配套的物業管理軟件。有了配套軟件,大部分物業服務程序、進度都可以隨時掌控,這將使中赫物業的標準化程度更進一步。

               

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