物業(yè)服務(wù)和后勤運(yùn)輸保障服務(wù)投標(biāo)方案(技術(shù)標(biāo))

目錄CATALOG

一、總體服務(wù)方案...........................................................................................1

（一）項(xiàng)目定位........................................................................................1

1．項(xiàng)目分析......................................................................................1

（1）建設(shè)銀行天津分行大樓.....................................................1

（2）賽頓大廈建行財(cái)富中心.....................................................2

（3）愛國(guó)道營(yíng)業(yè)辦公用房.........................................................3

（4）住房金融業(yè)務(wù)部營(yíng)業(yè)辦公用房...........................................3

（5）渠道與運(yùn)營(yíng)管理部辦公用房..............................................4

2．項(xiàng)目重難點(diǎn)..................................................................................5

3．管理措施......................................................................................6

（二）總體服務(wù)設(shè)想及思路......................................................................8

1．總體服務(wù)設(shè)想...............................................................................8

（1）服務(wù)理念...........................................................................8

（2）管理服務(wù)模式....................................................................8

（3）管理服務(wù)的行為標(biāo)準(zhǔn)要求................................................11

（4）針對(duì)本項(xiàng)目的管理手段、方式方法.................................12

（5）創(chuàng)建安全銀行大樓工程...................................................13

（6）創(chuàng)建效能銀行大樓工程....................................................15

2．服務(wù)思路....................................................................................18

（三）管理目標(biāo)及各項(xiàng)管理服務(wù)指標(biāo)承諾..............................................20

1．管理目標(biāo)....................................................................................20

（1）工作目標(biāo).........................................................................20

（2）管理質(zhì)量目標(biāo)..................................................................22

2．管理指標(biāo)及措施.........................................................................22

（1）管理服務(wù)目標(biāo)追求...........................................................22

（2）管理服務(wù)標(biāo)準(zhǔn)..................................................................22

（3）服務(wù)措施.........................................................................22

（四）管理機(jī)構(gòu)設(shè)置...............................................................................26

（五）人員配置......................................................................................27

（六）員工素質(zhì)標(biāo)準(zhǔn)...............................................................................28

1．員工基本守則要求.....................................................................28

2．員工工作態(tài)度要求.....................................................................28

3．員工服務(wù)態(tài)度要求.....................................................................28

4．員工儀容、儀表要求..................................................................29

5．員工日常服務(wù)用語(yǔ).....................................................................29

6．員工接聽電話要求.....................................................................30

7．接待客戶的“四聲要求”...........................................................30

8．員工的“五勤”要求..................................................................30

（七）員工培訓(xùn)及管理...........................................................................31

1．員工培訓(xùn)制度.............................................................................31

（1）管理人員的培訓(xùn)..............................................................31

（2）保潔培訓(xùn)制度..................................................................33

（3）輔助秩序服務(wù)培訓(xùn)方案...................................................55

（4）工程部培訓(xùn).....................................................................93

（5）會(huì)務(wù)培訓(xùn).........................................................................96

（6）前臺(tái)客服培訓(xùn)方案.........................................................110

2．員工管理制度...........................................................................131

（1）錄用與考核辦法............................................................131

（2）人員招聘方案................................................................140

（3）考勤制度.......................................................................149

（4）人事管理制度................................................................151

（5）員工守則.......................................................................156

（6）員工行為規(guī)范................................................................158

（7）員工工作紀(jì)律................................................................160

（8）著裝及儀容儀表............................................................160

（9）員工文明用語(yǔ)................................................................162

（10）員工宿舍管理制度.......................................................163

（11）作息管理制度..............................................................164

（12）保潔工作獎(jiǎng)懲條例.......................................................164

（13）值班管理規(guī)定..............................................................167

（14）交接班制度.................................................................167

（15）重大事件報(bào)告制度.......................................................168

（16）報(bào)修管理制度..............................................................168

（17）勤務(wù)管理制度..............................................................169

（18）用水電安全操作規(guī)程...................................................173

（19）節(jié)假日管理制度..........................................................174

（20）作業(yè)車輛維護(hù)保養(yǎng)管理規(guī)定........................................177

（八）獎(jiǎng)懲制度....................................................................................180

1．項(xiàng)目經(jīng)理崗位考核標(biāo)準(zhǔn)及獎(jiǎng)懲辦法..........................................180

2．各部主管崗位考核標(biāo)準(zhǔn)及獎(jiǎng)懲辦法..........................................182

3．維修員工崗位考核標(biāo)準(zhǔn)及獎(jiǎng)懲辦法..........................................184

4．保潔人員崗位考核標(biāo)準(zhǔn)及獎(jiǎng)懲辦法..........................................186

5．前臺(tái)接待考核辦法...................................................................187

（九）檔案資料管理制度.....................................................................189

1．檔案工作崗位責(zé)任制................................................................189

2．公司檔案員職責(zé).......................................................................189

3．分管檔案工作的各部門領(lǐng)導(dǎo)職責(zé)..............................................190

4．各部門專（兼）職檔案人員職責(zé)..............................................190

5．文件、材料收集歸檔制度.........................................................190

6．檔案鑒定制度...........................................................................193

7．檔案借閱管理制度...................................................................193

8．檔案保密管理制度...................................................................194

9．檔案復(fù)制制度...........................................................................195

10．檔案統(tǒng)計(jì)制度.........................................................................195

11．檔案庫(kù)房管理制度.................................................................195

12．檔案銷毀制度.........................................................................196

（十）工作流程....................................................................................196

1．日常工作巡查流程...................................................................196

2．信息反饋（投訴處理）渠道及時(shí)間..........................................197

3．本項(xiàng)目辦公樓物業(yè)管理信息處理流程.......................................197

（十一）管理措施................................................................................198

1．服務(wù)激勵(lì)機(jī)制...........................................................................198

2．服務(wù)監(jiān)督機(jī)制...........................................................................202

3．自我約束機(jī)制...........................................................................203

4．信息反饋渠道及處理機(jī)制.........................................................204

二、安全工作管理方案................................................................................206

（一）安全崗位設(shè)置.............................................................................206

1．輔助秩序人員隊(duì)長(zhǎng)職責(zé)............................................................206

2．輔助秩序人員班長(zhǎng)職責(zé)............................................................207

3．輔助秩序人員隊(duì)員職責(zé)............................................................208

（二）車輛管理服務(wù)保障.....................................................................209

1．服務(wù)理念..................................................................................209

2．自行車庫(kù)管理服務(wù)...................................................................212

3．停車場(chǎng)管理方案.......................................................................212

（三）秩序管理流程.............................................................................224

1．輔助秩序人員日常工作流程.....................................................224

2．輔助秩序人員巡邏工作流程.....................................................225

3．突發(fā)事件處理流程圖................................................................226

4．ATM機(jī)巡查方案.......................................................................226

（1）指導(dǎo)思想.......................................................................227

（2）組織領(lǐng)導(dǎo).......................................................................227

（3）工作目標(biāo).......................................................................227

（4）工作職責(zé).......................................................................227

（5）人員組成.......................................................................228

（6）裝備配備.......................................................................228

（7）工作措施.......................................................................228

（8）獎(jiǎng)懲方法.......................................................................230

（9）工作要求.......................................................................230

（10）ATM機(jī)自助設(shè)備夜間巡檢方案....................................230

5．門衛(wèi)服務(wù)方案...........................................................................234

（1）門衛(wèi)服務(wù)內(nèi)容................................................................234

（2）門衛(wèi)服務(wù)操作規(guī)程.........................................................234

6．巡邏服務(wù)方案...........................................................................237

（1）巡查標(biāo)準(zhǔn).......................................................................237

（2）巡邏服務(wù)內(nèi)容................................................................239

（3）巡邏服務(wù)操作規(guī)程.........................................................239

（4）緊急情況的處理............................................................240

7．營(yíng)業(yè)網(wǎng)點(diǎn)輔助秩序人員服務(wù)工作規(guī)程.......................................240

8．營(yíng)業(yè)網(wǎng)點(diǎn)輔助秩序人員人員要求..............................................242

9．公司與公安機(jī)關(guān)聯(lián)動(dòng)應(yīng)急預(yù)案及突發(fā)事件處理措施.................242

（1）目的及依據(jù)....................................................................242

（2）適用范圍.......................................................................242

（3）工作原則.......................................................................243

（4）預(yù)防和預(yù)警機(jī)制............................................................243

（5）突發(fā)事件等級(jí)劃分.........................................................244

（6）應(yīng)急響應(yīng).......................................................................244

（7）后期處理.......................................................................245

（8）突發(fā)事件處理措施.........................................................246

（四）疫情防控措施.............................................................................249

（五）前臺(tái)接待服務(wù)方案.....................................................................251

三、房屋、公共場(chǎng)地、設(shè)施設(shè)備維護(hù)管理方案............................................254

（一）維修運(yùn)行管理制度.....................................................................254

1．公共部位、公共設(shè)施修繕養(yǎng)護(hù)管理制度...................................254

2．設(shè)備管理安全制度...................................................................255

3．配電室管理制度.......................................................................256

4．安全操作制度...........................................................................257

5．公共照明節(jié)能管理制度............................................................257

6．事故處理規(guī)程...........................................................................258

7．設(shè)備故障維修規(guī)定...................................................................259

8．公共設(shè)施維修養(yǎng)護(hù)管理............................................................259

9．報(bào)告制度..................................................................................260

10．維修人員行為規(guī)范.................................................................261

11．電工日常巡檢工作制度..........................................................261

（二）崗位職責(zé)....................................................................................270

1．維修部組長(zhǎng)崗位責(zé)任制............................................................270

2．維修部副組長(zhǎng)崗位責(zé)任制.........................................................270

3．維修管理員崗位責(zé)任制............................................................271

4．核算員崗位責(zé)任制....................................................................272

5．采購(gòu)員崗位責(zé)任制....................................................................272

6．操作手崗位責(zé)任制....................................................................272

（三）作業(yè)規(guī)范....................................................................................274

1．房屋本體共用部位日常維修養(yǎng)維護(hù)..........................................274

（1）確定房屋本體共用部位維修養(yǎng)護(hù)范圍周期.....................274

（2）房屋本體共用部位日常維修養(yǎng)護(hù)方案............................275

（3）房屋本體共用部位定期維修養(yǎng)護(hù)方案............................276

（4）房屋本體共用部位維修養(yǎng)護(hù)標(biāo)準(zhǔn)...................................278

（5）房屋本體共用部位日常檢查表.......................................278

（6）房屋維修養(yǎng)護(hù)、管理方案..............................................279

2．共用設(shè)施維護(hù)管理...................................................................284

3．中央空調(diào)、分體空調(diào)維修服務(wù)方案..........................................287

（1）維修和保養(yǎng)服務(wù)的目標(biāo).................................................287

（2）緊急排除故障................................................................287

（3）維護(hù)保養(yǎng)方案................................................................288

（4）主要維護(hù)清洗步驟和方法..............................................292

（5）應(yīng)急處理預(yù)案................................................................303

（6）節(jié)能措施.......................................................................309

（7）技術(shù)組織措施................................................................310

（8）質(zhì)量保證措施................................................................311

4．給排水系統(tǒng)的維修養(yǎng)護(hù)方案.....................................................312

5．電梯的定期維護(hù)及檢修方案.....................................................319

6．消防設(shè)施、設(shè)備的定期維護(hù)方案..............................................324

（四）工作流程....................................................................................337

1．正常工作流程...........................................................................337

2．正常工作流程細(xì)則...................................................................338

3．緊急維修工作流程...................................................................338

4．緊急維修工作流程細(xì)則............................................................339

（五）具體管理措施.............................................................................340

1．檢修準(zhǔn)備..................................................................................340

2．人員管理措施?.........................................................................340

3．檢修作業(yè)安全措施...................................................................340

4．用火安全措施...........................................................................342

四、衛(wèi)生保潔管理方案................................................................................344

（一）保潔員人員配置.........................................................................344

（二）區(qū)域劃分....................................................................................345

（三）工作時(shí)間安排.............................................................................346

（四）崗位職責(zé)....................................................................................346

1．保潔領(lǐng)班崗位職責(zé)...................................................................346

2．保潔員崗位職責(zé).......................................................................347

（五）工作內(nèi)容....................................................................................348

（六）工作范圍....................................................................................349

（七）保潔周期工作計(jì)劃表..................................................................350

（八）操作規(guī)程....................................................................................352

1．公共區(qū)域保潔規(guī)程...................................................................352

2．地毯清潔標(biāo)準(zhǔn)...........................................................................353

3．室內(nèi)日常管理及保潔規(guī)程.........................................................353

4．大廳保潔規(guī)程...........................................................................360

5．電梯廳保潔規(guī)程.......................................................................361

6．會(huì)議室、洽談室保潔規(guī)程.........................................................363

7．衛(wèi)生間保潔規(guī)程.......................................................................365

8．樓宇保潔消殺規(guī)程...................................................................368

9．公共區(qū)域?qū)ｍ?xiàng)作業(yè)規(guī)程............................................................370

10．垃圾箱保潔規(guī)程.....................................................................372

11．日常消殺、滅蠅規(guī)程..............................................................373

12．蟲控消殺服務(wù).........................................................................375

13．重點(diǎn)辦公室、值班室保潔方案...............................................383

14．室內(nèi)玻璃、窗戶清洗方案.......................................................384

15．木地板地面打蠟方案..............................................................385

16．石材養(yǎng)護(hù)方案.........................................................................390

17．綠化帶、樹坑清理、保潔作業(yè)規(guī)程........................................404

18．外墻清洗服務(wù).........................................................................406

（1）蜘蛛人方案專用清潔工具：..........................................406

（2）蜘蛛人方案施工順序.....................................................407

（3）安全保障制度及安全措施..............................................407

（4）安全文明施工的技術(shù)、組織管理措施............................409

（九）垃圾處理方式.............................................................................412

1．垃圾清運(yùn)作業(yè)...........................................................................412

（1）垃圾清運(yùn)方案................................................................412

（2）清運(yùn)人員管理................................................................414

（3）垃圾清運(yùn)程序化............................................................415

（4）垃圾運(yùn)輸途中滲濾液防漏措施.......................................415

（5）易腐垃圾收集轉(zhuǎn)運(yùn)方案.................................................416

（6）有害垃圾收運(yùn)方案.........................................................419

（7）大件垃圾收運(yùn)方案.........................................................421

（十）保潔服務(wù)管理目標(biāo)和制度...........................................................424

1．清潔衛(wèi)生管理工作目標(biāo)............................................................424

2．保潔管理制度...........................................................................427

（十一）衛(wèi)生標(biāo)準(zhǔn)及質(zhì)量檢查標(biāo)準(zhǔn)及內(nèi)部考核方法..............................429

1．衛(wèi)生標(biāo)準(zhǔn)及質(zhì)量檢查標(biāo)準(zhǔn).........................................................429

2．內(nèi)部考核辦法...........................................................................437

（十二）綠植方案及計(jì)劃.....................................................................440

1．租擺綠植栽植實(shí)施方案............................................................440

2．綠植栽植流程...........................................................................444

3．綠植租擺供貨服務(wù)實(shí)施方案.....................................................449

4．綠植租擺供貨實(shí)施階段保障.....................................................453

5．綠植租擺供貨保證措施............................................................455

6．租擺綠植的包裝方案................................................................458

7．綠植租擺質(zhì)量驗(yàn)收流程............................................................463

8．綠植租賃擺放方案...................................................................470

9．租擺綠植養(yǎng)護(hù)實(shí)施方案............................................................475

10．租擺綠植養(yǎng)護(hù)計(jì)劃.................................................................497

11．租擺綠植養(yǎng)護(hù)流程.................................................................500

12．部分綠植種植、養(yǎng)護(hù)方案.......................................................505

（十三）化糞池清掏方案.....................................................................520

五、消防及停車場(chǎng)安全秩序管理方案...........................................................526

（一）消防管理方案.............................................................................526

1．消防管理制度...........................................................................526

（1）消防安全管理................................................................526

（2）防火檢查制度................................................................527

（3）火險(xiǎn)隱患整改制度.........................................................527

（4）安全疏散設(shè)施管理制度.................................................528

（5）消防設(shè)施器材維護(hù)管理制度..........................................528

（6）火災(zāi)隱患整改制度.........................................................528

（7）配電室防火管理規(guī)定.....................................................529

（8）用火用電安全管理制度.................................................530

（9）燃?xì)夂碗姎庠O(shè)備的檢查和管理制度...............................530

（10）消防控制室管理規(guī)定...................................................531

（11）消防安全教育培訓(xùn)制度...............................................531

（12）專職和義務(wù)消防隊(duì)的組織管理制度.............................532

（13）消防安全工作考評(píng)和獎(jiǎng)懲制度.....................................533

（14）滅火和應(yīng)急疏散預(yù)案演練制度.....................................534

2．管理措施..................................................................................534

（1）消控室上墻文件............................................................534

3．工作規(guī)范..................................................................................535

4．工作流程..................................................................................543

（二）停車場(chǎng)安全秩序管理方案...........................................................544

1．安全秩序的管理設(shè)想................................................................544

2．管理原則..................................................................................544

3．管理措施..................................................................................545

（1）車輛管理.......................................................................545

（2）車輛行駛和停放管理.....................................................547

（3）交通設(shè)施管理................................................................549

（4）停車場(chǎng)管理...................................................................551

六、安全服務(wù)保障.......................................................................................553

（一）安全駕駛制度.............................................................................553

1．車輛安全管理制度...................................................................553

2．駕駛員安全管理制度................................................................554

3．道路運(yùn)輸經(jīng)營(yíng)安全生產(chǎn)管理制度..............................................555

4．值班制度..................................................................................555

5．車輛技術(shù)管理制度...................................................................556

（二）保障措施....................................................................................559

1．駕駛員管理制度.......................................................................559

（1）駕駛員安全會(huì)議學(xué)習(xí)及安全宣傳...................................559

2．駕駛服務(wù)方案...........................................................................563

（1）服務(wù)方案.......................................................................563

（2）崗位素質(zhì)要求及工作職責(zé)..............................................563

（3）服務(wù)完成后...................................................................564

（4）服務(wù)質(zhì)量的改進(jìn)............................................................564

3．車輛管理制度...........................................................................565

（1）車輛管理制度................................................................565

（2）司機(jī)管理規(guī)定................................................................565

（3）違規(guī)與事故處理............................................................566

（4）運(yùn)輸安全管理規(guī)定.........................................................566

（5）車輛檢查制度................................................................567

（6）違規(guī)處罰.......................................................................567

七、接待/會(huì)議服務(wù)......................................................................................568

（一）會(huì)議服務(wù)方案目標(biāo).....................................................................568

（二）基本原則....................................................................................568

（三）服務(wù)時(shí)間.......................................