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金昌·白鹭金滩和风园1#楼交房方案绍兴金昌房地产开发有限公司二〇一二年五月第1页共32页目录前言········································································································第一章：前期准备························································································一、产品端···························································································二、物料端···························································································三、综合端···························································································第二章：集中交付························································································一、交房时间························································································二、人员安排························································································三、交房流程························································································四、交房现场摇奖方案………………………………………………………………….五、交房各组职责及注意事项···································································六、交房工作会议··················································································七、交房快报························································································八、现场对讲机分布···············································································第三章：零星交付························································································一、办理流程························································································二、零星交付各岗位职责及注意事项··························································第四章：交房后续工作··················································································一、交房问题专题研讨会·········································································二、工程整改························································································三、交房催告························································································示例一：交费明细表·····················································································示例二：业主家庭情况登记表·········································································示例三：交房程序表·····················································································示例四：业主验房单·····················································································示例五：住户签收单·····················································································示例六：业主档案目录··················································································示例七：收房催告函·····················································································示例八：验收不合格反馈表············································································示例九：人员安排明细表···············································································第2页共32页前言绍兴公司白鹭金滩和风园1#楼是白鹭金滩的收官之作，将定于2012年5月28日正式交付，（交付套）。将一个满意的房产品交给客户，既能够通过客户对入住组织的切身体验来提高客户满意度和忠诚度，又能够塑造金昌品牌形象，其重要性不言而喻。为将交房组织工作制度化和规范化，从而为即将入住的客户提供更优质和周到的服务，特制定本作业指导书。第3页共32页第一章：前期准备一、产品端1、产品端节点示意图2、各节点工作内容及注意事项工作名称完成时间责任部门、责任人工作内容注意事项设计整改交房前一周技术部对产品功能性设计进行全面检查，对有问题的设计进行改进。1、对产品的功能性设计进行检查，看是否存在不合理或不符合生活习惯的问题。2、查看产品设计是否存在安全隐患或影响私密性。3、对能够改进的设计制定改进方案，对无法改进的制定统一说词或提供装修补救方案供客户参考。工程整改交房前一周技术部/项目工程部督促施工单位对工程质量问题全面进行整改。1、注意核对产品交付标准，尤其是水电安装工程。2、对客户前期看房提出的有关工程质量的意见进行重点跟踪和及时关闭。景观整改交房前一周技术部/项目工程部督促施工单位对景观方面的问题进行全面整改。1、注意核对产品交付标准，尤其是入户花园。2、对客户前期看房提出的有关景观质量的意见进行重点跟踪和及时关闭。3、及时更换未成活植物。接管验收交房前一周物业公司对房屋质量再次进行全面检查，关闭已发现的质量问题。1、再次核对产品交付标准。2、完成技术部/项目工程部与物业公司之间的交接工作。3、督促施工单位签订三方协议。4、对来不及关闭的问题做好记录，提前制定好整改方案。垦荒物业公司对房屋、公共区域进行全面清扫。1、注意成品保护，尤其是玻璃、门等易划伤部件。2、注意公共区域的保洁工作。工程整改景观整改设计整改接管验收垦荒15天45天90天第4页共32页二、物料端1、物料端各节点示意图2、邮寄物料（5月25日之前全部邮寄到位）物料名称制作部门负责人注意事项《物业交付使用通知书》营销部明确收房的时间、地点《交费明细表》营销部填写费用明细，包括物业所需费用《收楼须知》营销部明确收房程序及注意事项档案袋、信封等营销部确保本次需求数量※物料的邮寄工作由营销部董利平负责，营销部人员配合好填写工作。3、交房公告■发布时间：5月25日■要点：注明交付的时间、房屋栋数，联系方式等。工作要点完成时间负责人注意事项交房公告交付前一周电话通知业主交付5-25记录未接通业主的电话，并备注原因短信群发5-27温馨提醒业主交付时间备忘录4、现场发放物料物料名称完成時間拟定部门制作部门注意事项《交房流程表》5-25营销部营销部案场公示负责《商品房交接书》5-25营销部营销部负责《商品房补充协议》5-25营销部营销部负责《办理契税相关文书5-25财务部财务部由财务部提供《房屋使用说明书》5-25营销部营销部移交接物业《房屋质量保证书》5-25营销部营销部移交接物业现场发放物料邮寄物料交房公告现场公示文件现场备查文件现场标识办公用品服务用品15天20天10天5天第5页共32页《治安消防安全责任书》5-25物业公司物业公司《业主手册》5-25物业公司营销部移交接物业《装修手册》5-25物业公司物业公司《入户声明》5-25物业公司物业公司资料袋5-25营销部营销部需求150数量由董利平负责（已到位）5、现场备查文件复印件（5月25日之前全部到位）物料名称完成時間提供部门制作部门注意事项《维修金收取依据》5月25日营销部营销部由收集、供查阅《物业收费依据》5月25日物业公司营销部由收集、供查阅《物业收费备案文件》5月25日物业公司营销部由收集、供查阅《单栋竣工验收报告》5月25日综合部营销部由收集、供查阅《面积测绘成果报告》5月25日综合部营销部由收集、供查阅《规划验收合格证》5月25日综合部营销部由收集、供查阅《工程竣工验收备案表》5月25日综合部营销部由收集、供查阅6、现场标识物料名称数量責任人制作部门注意事项（由负责）交房流程图2个营销部放置会所内各通道流程台卡5个营销部合同组、房产公司财务组、物业财务组、领取钥匙组、礼品组7、办公用品物料名称责任部门注意事项責任人签字笔综合部黑色，公司人员使用带绳签字笔综合部业主签名用回形针综合部胶水综合部固体胶即时贴综合部用于临时记录印泥综合部红色纸巾综合部桶装高档纸巾，用于合同组复印机综合部手续办理区A4纸综合部用于复印业主资料机动车辆综合部对讲机物业公司10台左右，用于联络。※办公用品于交房预演时发放，集中交付结束后统一交回。8、服务用品第6页共32页物料名称责任部门責任人抽取式纸巾综合部带绳签字笔综合部方便业主填写资料矿泉水综合部放置验房组员工午餐综合部每天工作人员的午餐供应业主午餐综合部供中午办理手续的业主食用饮料综合部咖啡、红茶茶点综合部水果、点心雨伞综合部如：遇下雨天交付时方便业主使用（50把）一次性纸杯营销部三、综合端1、交房方案制定■时间：交房前5天■内容：明确交房时间、地点、人员安排、交房流程、点位设置、各岗位职责及注意事项■责任部门：营销部2、包装方案■时间：交房前5天■内容：确定交房主题及设计风格。■责任部门：营销部3、交房培训■时间：交房前三天■内容：交房方案讲解、交房答客问■责任部门：营销部4、交房预演■时间：5月日14：00-16：00■预演流程安排：★参加交房工作人员于下