Situation and quality solutions for apartment management services in Hai Phong
1. Real situation of apartment building development and model of apartment building management companies in Hai Phong
In recent years, along with the process of strong urbanization, in urban areas, there have been more and more high-class apartment buildings and office buildings for rent. Hai Phong city (Hai Phong city) is not out of the trend. According to the statistics of the City Department of Construction. Hai Phong, by the end of 2019, the city has nearly 10 high-rise buildings from 9 floors and above and has 28 buildings on the highest 48 floors in the city. Hai Phong and 5-star hotel areas, with 6 office buildings with floors from 9 to 28 floors, not to mention the common number with high-class apartment buildings and office buildings for rent on 5 floors are newly built. weak service resettlement clearance.
Currently, condominiums are a new trend for the modern and dynamic life of the coastal city. However, the tastes of apartments are only in the developing period and still slow. Condominiums are still attempted by the city through a meeting of Hai Phong People's Council on December 8, 2016 by City Party Committee Secretary and City People's Council Chairman Le Van Thanh speaking and proposing the authorities. The city focuses on rebuilding the old badly degraded apartment buildings, rebuilding new apartment buildings with 15-28 floors to meet the housing needs of people in need of apartments. apartments, and at the same time performing clearance for key projects of the city is increasing. Like building H3, H4 of Hoang Huy Financial Group, which is finishing 28-storey height, will be handed over in April 2020, and is continuing to build H1, H2 with a total of 2,000 apartments.
With the increasing demand for living standards, condominiums must simultaneously meet many different needs of the population, including the quality of the residence environment, such as: public security, demand for cultural activities , community communication, ... Apart from comfortable apartments, there is also a public space in an apartment building. The organization of such public functional spaces requires certain studies so as to ensure both scientific and normative construction standards as well as common development trends. consistent with ethnic traditions and other natural factors of a specific Vietnamese nature.
A modern high-rise building, theoretically, must ensure a closed space not only in each independent apartment, but also requires the completeness of the entire building. The life of residents in the building outside the social activities almost associated with their apartments is also a space with public functions such as static traffic, warehouses, store systems ...
Demand for social development is increasing, personal vehicles are not only bicycles, motorbikes but cars, requiring more space for these vehicles in apartment buildings. High-end and high-rise office buildings for lease. The increasing number of modern high-rise apartment buildings is an inevitable trend. The area of the average apartments also grows to a minimum of 40-60m2 floor, 60 m2 – 100 m2 high-end apartments can be up to 120-250 m2 floor or more. Due to the development of construction technology, typical premises organization is increasingly large, so the traffic must also be adequate, sufficient number of elevators (fire and fire escape).
The use of the depth of the foundation to build underground floors to serve the needs of static traffic, warehouses and other technical infrastructure works of the building requires to be calculated and organized appropriately.
The garbage collection system of apartments is indispensable. People can use the horizontal traffic in each floor to take garbage to the concentrated place in an appropriate location and transport by means of urban sanitation.
The needs of human life are increasing. After working time, besides the need to rest at the apartment, there is also the need for communication, sports and relaxation. Thus, studying the types of public functional spaces associated with apartment buildings in large urban areas is a necessary orientation. At the same time, it must have appropriate institutions, apparatus and modes of operation.
However, at present, the high-rise apartment buildings are only developed in the form of a number to provide accommodation for people, and also overlook the management, even in some places, the regulations. management and use of high-rise apartment buildings have not been studied and promulgated in accordance with reality. Therefore, the people in the use process do not comply with the State's regulations on management and use of condominiums, which are quite popular nowadays, therefore, the face of the urban area and landscape is deteriorated. , the construction life is reduced, the social issues are increasingly fierce among people living in high-rise buildings, many conflicts last for a long time to be resolved.
2. Assess the current quality of service management of apartment buildings in Hai Phong
The author's survey on the quality of management services of apartment buildings in Hai Phong in 2019 showed that the status of management service quality is still low, a number of service quality indicators according to the assessment The population is weak. The current process of providing services has many steps, wasting time and creating difficulties when residents implement.
Attitudes of customer care staff, technology - operation, hygiene - security are considered to be unfriendly, not enthusiastic in providing services and support. The level of professionalism and skills of customer care staff, technology - operation, hygiene - security is assessed to be not high in the service delivery process.
Most customers have commented on the quality of service management in high-rise apartments and new average-income condominiums at good levels with the majority of assessment scores being in the range of 3-4 points. Only two services rated as good were security and beverage management with a corresponding score of 4.0; 4.2 points. Thus, although no management service has been rated as average, poor or very poor, there are very few managers who are assessed by customers as good and very good.
People in the apartment buildings assess the service attitude of service personnel in apartment buildings is not high. Most indicators are assessed to be quite good. Still the target "Attentive listening to the people's opinion" is rated at an average level.
* The contents of building management
The survey shows that 100% of companies carry out the design and supply management of buildings and conduct management inspections. However, building a building management strategy is only 80.56% of companies, not many companies have implemented building quality management standards, only 68.06% (Figure 3). . While building a building management strategy is really necessary when business management is still 19.44% the company has not implemented; 31.94% of companies do not yet have a building management quality standard. This shows that the business management company building is not highly professional.
Only 50% of companies that formulate building management strategies implement overall goal setting, 80.56% of companies define customer needs and characteristics, and 62.5% of real companies Currently developing the building management characteristics to satisfy customers' needs. Thus, although there is a building management strategy, not all companies carry out the full range of building management business development activities.
* The level of meeting service management standards through customer surveys
According to the survey, the building management provides services but does not meet the standards for all services, only a few services meet the standards, such as cleaning, security, security, doors, landscapes (take care of plants). These services are on or below 50% of quality standards. Only 22.22% of standards for beverage management, 27.78% of parking quality and 30.26% are repair service quality. There is no service that meets the 100% standard. This shows that the standards set for these services and management still need to be considered. This is also the reason why customers are not satisfied and the expectations of customers.
* Quality control method of apartment building management service
About 40% of companies apply internal service quality control systems, employee feedback systems account for 33%, only 27% of companies apply feedback systems from customers. The feedback system from customers is the most objective and accurate feedback system but very few companies apply.
3. Some solutions to improve the quality of apartment management services in Hai Phong
Firstly, complete the process of managing middle-income apartment buildings. Specifically need:
- Completing the management of parts to improve the professional qualifications of employees and the quality of management, thereby satisfying customers. In order to perform these activities well, it is necessary to develop a standard management process for buildings.
- Improve the process of managing customers living in buildings: Monitoring and supporting residents in their daily lives, solving customer complaints and complaints. Completing the process of resolving customer complaints; process of fire prevention and fighting; Standard rules when communicating with customers.
- Complete the process of managing services of the apartment complex for residents: Electricity, water, sanitation, security services ... and other social services. Strengthen information collection, customer feedback, to devise incentive strategies for customers to serve customers with optimal satisfaction.
- Enhancing information exchange with staff, especially staff directly dealing directly with customers: Receptionists, Management Boards are those who capture information about customers in a way. accurately and at the same time they capture the shortcomings that exist in the process of providing management services to customers. Communicating with staff will help managers make reasonable adjustments in building management activities.
- Develop customer management quality standards
In the coming time, it is necessary to improve the quality of management to ISO 9000. Therefore improving the efficiency of building management is also improving the quality of serving customers in urban areas and buildings. Current high-rise buildings in Hai Phong city. In order to achieve this, the quality policy must be developed carefully and in accordance with the reality to ensure current and future development goals. Draft current and future development goals. Drafting process procedures to guide the necessary activities of the service delivery department, assigning the right people to the right jobs.
Develop quality policies and quality goals to give the focus to guide and help businesses use resources to achieve the highest results.
In order to implement high quality management, in addition to setting standards, apartment management enterprises need to provide implementation solutions to achieve the set quality level. Building a scientific workflow on the principle of trying to do the right thing right from the beginning is an essential requirement in the management.
- Should pay more attention to the inspection. Strengthen inspection both before, during and after providing customer service to ensure their satisfaction. Testing activities should also be established into a process associated with the management supply process to ensure strict, avoid omitting the stage. Testing can combine many ways. Managers need to share information with customers, employees to check correctly.
- The apartment building management board should apply science and technology to the management process, especially the supervision and supervision stage. Equipment should be invested such as building surveillance cameras, interactive website and customer support, customer comments. And software that collects electricity, water automatically and connects technology 4.0, software that connects and receives information, answers customers automatically,
Secondly, improve the quality of human resources for apartment building management.
Condominium management companies need to determine the quality of human resources that determine the quality of building management services. In order to have a quality workforce to provide high quality services, the building management company needs to pay attention to:
- Recruitment: Need to develop a scientific recruiting process, administrators need to give a system of requirements for each position, when recruiting, it is necessary to test the skills sufficient to ensure employees. have appropriate qualifications for the job and with the requirements set out.
- Personnel training: Like other industries, the job of providing customer management is always changing according to technology time, method of implementation, means of implementation. Training activities not only stop at professional training but also soft skills training, such as: customer communication skills, problem solving skills, behavior ...
- Personnel remuneration: Salary of direct staff is still low, administrators need to consider ways of raising salaries and increasing bonuses when employees finish well jobs. It is necessary to have a quarterly, monthly reward table and distribute it to all employees so that they have a basis for striving at work. In parallel, there are strict forms of discipline, such as deduction of wages and bonuses when failing to ensure the quality of assigned work. In addition to the salary regime, managers need to have more benefits, such as travel, full insurance, sickness and maternity benefits, etc. to ensure the employee's commitment. with the company.
Focus on employee management.
Regularly improve the management skills for each employee and each department, build a working process with each supervisory task and standard reporting method. Assigning part-time staff to other jobs to enhance self-control and also reduce staffing costs.
Thirdly, the solution to manage technical facilities.
The current infrastructure of the building is still limited with the needs of residents. The building management company should have some solutions to improve technical facilities such as:
- Research to expand the parking space of the building. The building can cooperate with some units to arrange parking places for households to avoid the current situation. Invest in smart cars to avoid congestion and ensure transparency in money collection management.
- Investment in modern facilities for the work: Repairing electricity, water, elevators, cleaning.
- Installation of a magnetic card system for the building to ensure residents are safer and also control customers entering and leaving the building.
Regularly changing tools and instruments directly to customers and improving service activities.
- Expanding more convenient areas such as: GYM gym and providing diversified drinks to manage and eat in the building to ensure the best meet the needs of residents living and working in the building.
- Focus on reducing electricity costs. Reorganize operations on technical operation management procedures such as periodic air conditioning system to avoid power consumption, change compact light bulb system to LED light system. Build a process to turn off and turn on the electricity according to the seasons and the prescribed time, use the system to turn off when there is no user and turn on automatically when there are users. Invest in solar energy systems to illuminate public systems instead of traditional electricity. In the office area, after hours of work, to minimize the light bulbs in the public system. Encourage people to use the stairs in the building without using the elevator.
- Focus on maintaining and maintaining technical facilities for the operation of the housing area. In the building, there are many important equipment that need to be maintained and maintained if they are not done correctly and correctly, the above equipment will be broken and replaced which cost a lot of money and also reduce the quality of service of the building. . Maintenance of generator systems, elevators, chiller radiators and especially the building's air-conditioning system needs more attention. Improve the technical skills for the technical staff to operate the building systems smoothly and deal with all situations and timely overcome them to avoid great losses to the building.
- Focus on reducing outsourcing costs such as protection, sanitation and landscape care. Therefore, the calculation of hiring these services must also be considered fully and practically. Otherwise it will lead to waste and also loss of safety, security and landscape for the building. Improving the professionalism of the system of protection, reasonableness and integrity, in order to ensure the security of assets of people living in the apartment complex. Improving the quality of cleaning services, to ensure a clean and well-ventilated place in the building. On holidays, Sundays and after 17:00, the staff is cut to avoid wasting expenses incurred.
