第一章   管理思路及管理目标·······························1

第一节   物业管理思路·····································1

第二节   物业管理目标·····································3

第三节   质量管理目标·····································3

第二章   项目管理组织机构、管理制度和人员配置···········4

第一节   管理组织机构与管理制度 ························4

一、 管理组织机构精简高效，部门布局合理·············4

二、 管理制度完整、全面、细化、可操作性强···········8

第二节  人员配置合理，人员素质及管理经验···············22

一、 人员配置表····································22

二、 拟任本项目负责人及下属负责人的学历证书及上岗证··24

第三章  物业管理与服务组织实施方案····················31

第一节  员工招聘及培训专案····························31

一、本项目的员工招募、培训、上岗专案··············31

二、员工日常管理、培训教育等制度健全··············35

三、各类人员的薪酬配置····························39

    四、考核评价机制合理······························40

第二节  保洁服务专案 ·································43

一、 保洁服务管理方案及目标承诺···················43

    二、 保洁质量检查及监督措施·······················44

三、 垃圾收集、转运管理···························58

四、 劳动保护、保洁工具、工作服装配置·············58

五、 清洁、保洁人员安全作业手册···················60

第三节   设施设备管理专案·····························68

一、 服务质量标准·································68

二、 主要的设施运行管理···························70

三、 设施设备管理制度节选·························73

四、 设施设备的维修·······························94

五、 设施设备的保管·······························96

第四节   能源管理专案·································97

第五节   楼宇服务专案·································98

一、 学生公寓服务····································99

二、 办公会议楼服务·································100

三、 教学楼及图书馆·································102

四、 工勤服务·······································104

五、 校园服务·······································104

六、 培训部服务·····································108

第六节   秩序维护服务专案·······························113

一、管理理念和目标··································113

二、管理模式········································114

三、人员编制及岗位设置······························119

    四、管理措施·····································121

五、突发事件应急处置·····························123

六、相关制度节选·································138

第四章   质量及承诺保证措施··························173

一、 工作交接、进场专案···························173

二、内部质量监管方案······························181

三、应急预案······································191

四、迎新、放假服务方案····························221

五、配合学院搬迁的工作方案·······················224

结束语 ··············································227