物业不合格服务的识别和处理程序.doc

物业不合格服务的识别和处理程序 物业不合格服务的识别和处理程序提要：对顾客已造成影响或未对顾客造成影响的不合格服务都应在值班记录表上进行记录。由识别出不合格服务的人向上级报告，由公司相关部门负责评价不合格服务的严重程度 更多精品：总结 物业不合格服务的识别和处理程序 为了有效地控制服务过程与产品质量，确保服务品质，加大对不合格服务的有效管理、纠正与预防，特制定此项管理程序。 一、管理职责 1、公司相关部门和管理处经理负责监督、抽查服务过程，并对不合格服务做出评价。 2、经管理处经理授权的管理人员负责监督、检查服务过程，主管以上职务的人员对不合格服务是否需要全部返工、返修和降低服务收费标准有权作出决定。事后须向管理处经理汇报。 3、每位员工都有向上级报告或指出已发生的或潜在的不合格服务的责任。 二、管理细则 1、记录不合格服务 对顾客已造成影响或未对顾客造成影响的不合格服务都应在值班记录表上进行记录。由识别出不合格服务的人向上级报告，由公司相关部门负责评价不合格服务的严重程度，并填写《不合格报告》。 2、不合格服务的处理办法 1）在不合格服务发生现场，无论何种原因，识别出不合格的员工和有关服务人员应首先向顾客致歉。并立即通知主管以上职务的人前来处理。 2）负责处理不合格服务的人，负责将产生不合格服务的原因及纠正措施记录在值班记录表上或《不合格报告》中。 3）公司相关部门需验证不合格报告的内容和纠正预防措施的效果。 3、将不合格报告呈送总经理审阅，由公司相关部门存档原件，管理处存复印件。 三、相关工作记录表格 1、《不合格报告》 Measures for the routine management of moral education in Middle SchoolsMethod of conventional management of moral education in middle schoolFirst, the guiding ideology:School moral education is an organic whole of the whole education work, always adhere to the school adhere to the moral education, education for this product, and actively promote the quality education, the school building efficient curriculum system of moral education, moral education, improve the sense of attraction and appeal, enhance the moral education work for through and timeliness. Teach everyone, service education and management education, and school moral education work must be with family education and community education closely together, to form a concerted pattern, and strive to create a good atmosphere for education, and to promote the all-round development of students, to establish a scientific moral education full of vigor the For long-term mechanism.Two, the goal of moral education:To guide the students to form the correct world outlook, outlook on life, values, to cultivate students unity and mutual assistance, honest and trustworthy, law-abiding, good quality, hard work, set a good XX students ideological quality, psychological quality and image qualit