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山东省银河伟业物业管理有限责任公司1目录第一部分公司管理制度···········································1一、公司简介····························································1二、公司组织机构图···················································2三、员工守则····························································3四、员工礼仪规范······················································3五、员工工装管理规定················································6六、员工培训管理规定················································8七、员工聘用、辞职（辞退）管理规定···························10八、员工考勤管理规定················································12九、物品采购制度······················································15十、物品出入库管理制度·············································15十一、公司档案管理制度·············································16十二、公司印章管理规定·············································17十三、公司会议管理规定·············································17十四、关于工作期间严禁酗酒的规定······························18第二部分工程服务管理制度····································19一、工程服务组织架构···············································19(一)工程服务部组织机构图·····································19(二)工程服务部主要工作职责··································20二、工程服务指引（范本）··········································20三、工程服务注意事项················································23山东省银河伟业物业管理有限责任公司2四、工程主管主要例行工作··········································24五、职位说明书·························································25(一)工程主管职位说明书········································25(二)技工（管道工）职位说明书·······························26(三)技工（电梯）职位说明书··································27(四)技工（强电工）职位说明书·······························28(五)技工（弱电工）职位说明书·······························29(六)技工（配电室值班员）职位说明书······················30六、工程服务规范······················································31(一)工程服务规范（共用部分）·······························31(二)工程服务规范（上门维修服务）·························36七、工程计划管理要求················································37(一)总体要求·······················································37(二)计划与方案····················································38八、设施设备管理要求················································41(一)设施日常巡检管理要求·····································41(二)设备运行巡检管理要求·····································46(三)共用部位/设施定期维护管理要求·························98(四)设备定期维护管理要求·····································101(五)设施设备定期修理管理要求·······························152九、工程服务质量检查表·············································158十、作业指导····························································186山东省银河伟业物业管理有限责任公司1第一部分公司管理制度一、公司简介山东省银河伟业物业管理有限责任公司成立于2004年4月，隶属济南市槐荫区住房保障和房产管理局，注册资金300万，国家二级物业管理资质，ISO9000国际质量体系认证企业。公司提供物业管理、物业租售、顾问管理等服务项目。银河伟业物业公司成立以来，通过多年不懈地努力和优质的服务，物业项目不断扩展，先后承接了济南市槐荫区住房保障和房产管理局、山东省药品检验所、振兴花园、西客站回迁安置房小区等物业项目，涵盖办公楼、写字楼、商业区、高层住宅等多种物业类型，管理面积达到130余万平米。“高起点、高标准、高定位”是公司的发展思路，“努力100％、服务100％、满意100％”是公司的服务理念，“诚信、便捷、安全、舒适”是我们的服务目标，秉承勇于创新、不断开拓的精神，公司将继续坚持以物业管理为基础，不断开拓、创新思路，全力打造成机制先进和充满生机与活力的品牌企业。山东省银河伟业物业管理有限责任公司2二、公司组织架构项目部项目部项目部项目部项目部项目部项目部财务部市场拓展部品质保障部人力资源部工程服务部综合事务部总经理副经理副经理副经理山东省银河伟业物业管理有限责任公司3三、员工守则1、自觉遵守本公司的一切规章制度，保持公司的良好工作秩序；2、按时上下班，工作时间不允许干私事，爱岗敬业；3、严格考勤制度，病、事假凭假条考勤，无故迟到、早退、缺勤者，视情节严重程度予以相应的处罚；4、积极参加公司及项目部的各项学习、业务培训及公益活动；5、工作时间严禁各种娱乐活动，不得打架斗殴及酗酒；6、工作期间应衣着整齐，举止端庄，对外来人员应热情周到，礼貌待人，注意维护公司形象；7、按领导要求完成各自岗位工作，自觉遵守公司各项管理规定。四、员工礼仪规范1、员工仪表仪容规范（1）工作服饰①工作时间内（包括参加培训期间）一律着本岗位规定制服；②工作服应干净、平整，无明显污迹、破损；③各岗位服装穿着应按照公司内务管理规定执行，不可擅自改变制服的穿着形式，私自增减饰物，不得敞开外衣、卷起裤脚、衣袖；④工作时间须将工作牌统一佩带在左胸上方，保持清洁、端正；工作服外不得显露个人物品，衣、裤口袋整理平整，勿显鼓起；⑤西装制服第一颗纽扣须扣上，衬衣领口整洁，钮扣扣好，衬衣袖口可长出西装外套袖口的0.5-1cm；⑥领带平整、端正，长度一定要盖过皮带扣。领带夹夹在衬衣第三至四颗纽扣之间；⑦裤子要烫直，折痕清晰，长及鞋面；⑧鞋底与鞋面鞋侧同样保持清洁，鞋面要擦亮，以黑色为宜，无破损，勿钉金属掌。禁止着凉鞋上班；⑨男员工应穿黑色或深蓝色、不透明的中长筒袜；⑩女员工须着肉色袜，禁止穿着带花边、通花的袜子，无破洞，袜筒根不可山东省银河伟业物业管理有限责任公司4露在外。（2）服务仪表仪态①对待业主，要表现出微笑、热情、真诚，不得有厌烦、冷淡的表情；②体、面部、手部等必须保持清洁，应每天洗澡、换洗内衣物，避免异味的产生；③上班前不吃诸如生葱、生蒜、生姜、臭豆腐、韭菜等宜散发刺激气味的食品，保持口气清新、无异味；④头发要清洁、整齐，无头屑，发型自然、美观、大方。男员工不留小胡子、不留长发，不可将头发染成其它颜色。前发不盖眉，侧发不盖耳，后发不盖后衣领，无烫发。女员工发长不过肩，超肩者需将头发盘起来；⑤员工上班要化淡妆，但不准浓妆艳抹和在办公室内化妆；不得留长指甲和涂色；⑥禁止在业主面前挖鼻孔、掏耳朵、伸懒腰、打哈欠、抠指甲、搔皮肤、搓泥垢、整理个人衣物等不良行为；避免在业主面前咳嗽、打喷嚏，不得已时，应以纸巾遮住口鼻，将头转向无人之侧处理，并及时道歉，说“对不起”；禁止在业主面前抽烟、吃东西、嚼香口胶、看书报等；不得在小区和办公场所内大声哼唱歌曲、吹口哨、谈笑、喧哗；⑦与业主交谈时保持1.5米左右的距离；时刻保持正确的微笑表情：笑容自然、适度、贴切庄重，指向明确、对方容易领会；尽量少用手势。指引方向或指点位置时可借助手势：向所指示方向伸直手掌，手指并拢，手臂微曲、低于肩部，身体向所指示方向微微前倾。不得用手指或笔在业主面前比划、指业主、指示方向；⑧与业主交谈时应眼望对方，用心倾听，频频点头称是，表现出尊重与理解、接受；同时保持正确的目光与眼神：视线停留在对方双眼与腹部之间的三角部位、视线接触对方面部时间应只占全部交谈时间的20—60%、保持正视，忌斜视、扫视、窥视；⑨以立姿工作的员工，应时刻保持标准的站立姿势：两腿直立，两脚自然分开与肩同宽，两眼平视前方，两手自然下垂，挺胸、收腹。禁止双手交叉抱胸或双手插兜、歪头驼背、依壁靠墙、东倒西歪等不良行为；以坐姿工作的员工，应山东省银河伟业物业管理有限责任公司5时刻保持端正的姿势：大腿与上身成90度，小腿与大腿成70至90度，两腿自然并拢。禁止翘二郎腿、盘腿、脱鞋、头上扬下垂、背前俯后仰、腿搭座椅扶手；⑩入办公室须先轻轻敲门（按门铃），得到允许后方可入内。注意敲门、开门、关门的声响，未完成开、关门的全过程，手不离门把。（3）走路引姿①员工在工作中行走的正确姿势：平衡、协调、精神，忌低头、手臂不摆、摆幅过大、手脚不协调、步子过大、小或声响过大；②员工在工作中行走一般须靠右行，勿走中间；③与业主相遇时要稍稍停步恻身立于右侧，点头示意，主动让路；④禁止与业主抢道并行。有急事要超越业主，应先在口头致歉“对不起”、“请借光”，然后再加紧步伐超越；⑤在工作区域内引导客人时，应保持在客人右前方二至三步的距离，与客人大约呈130度的角度，步伐与客人一致；⑥引导客人上、下楼梯时：上楼梯，让客人走在前；下楼梯，让客人走在后；⑦引导个人乘电梯时：应让客人先入，不得自己先行，电梯进门左侧为上位。到达时请客人先步出电梯；⑧开门的顺序：向外开门时：敲门—开门—立于门旁—施礼（向所指示方向伸直手掌，手指并拢，手臂微曲、低于肩部，身体向所指示方向微微前倾。）“请进”—用右手关门；向内开门时：敲门—自己先进—侧身立于门旁—施礼（向所指示方向伸直手掌，手指并拢，手臂微曲、低于肩部，身体向所指示方向微微前倾。）“请进”—退出—用右手关门。（4）员工日常服务用语①积极运用10字礼貌语和接电话用语：“您好、请、对不起、谢谢、再见”