商业物业服务标准作业指引VIP专享VIP免费

商业物业服务标准作业指引目录1�目的................................................................................................................................42�适用范围.........................................................................................................................43�职责................................................................................................................................44�术语与定义......................................................................................................................45�关键活动描述...................................................................................................................55.1基本要求标准..................................................................................................................55.1.1管理机构与人力资源配置...........................................................................................55.1.2基本服务标准...........................................................................................................65.1.3基础管理基本要求......................................................................................................65.2物业前期介入及接管.......................................................................................................75.2.1前期准备及市场调研......................................................................................................75.2.2优化项目设计...............................................................................................................75.2.3费用测算.......................................................................................................................75.2.4营销配合.......................................................................................................................85.2.5建筑本体及配套设备设施的工程管理.............................................................................85.2.6物业验收.......................................................................................................................95.2.7商铺进场装修................................................................................................................95.3客户服务......................................................................................................................95.3.1进驻和离场.................................................................................................................95.3.2装修管理.......................................................................................................................105.3.3服务接待.......................................................................................................................105.3.4客户投诉受理................................................................................................................105.4报修服务.......................................................................................................................115.5环境管理.......................................................................................................................115.5.1室外区域.......................................................................................................................115.5.2室内区域..............................................