目  录
     
    前言
    目录
    第一章  投标人资格证明文件                                                1
    一、投标承诺书                                                      1
    二、法定代表人授权委托书                                            2
    三、投标人资格证明文件                                              3
    四、拟派现场项目经理资格声明                                        7
    五、拟派项目主要管理人员、工程技术人员情况表                        8
    第二章  企业基本情况                                                      9
    一、企业理念                                                                                                                                                                            　　　　　 9
    二、机构设置                                                                                                                                                                            　　　　　12
    三、管理优势                                                       13
    四、管理规模                                                       15
    五、酒店管理                                                       17
    六、项目剪影                                                       18
    第三章  前期介入服务与接管验收及入住管理方案                             22                                                      
    一、前期介入服务                                                                                                                                                                                                       22
    二、项目的接管验收                                                                                                                                                                                                       25
    三、入伙（住）管理方案                                             26
    第四章  对本项目物业管理的整体设想及策划                                                                                                                                 33
    一、总体管理服务目标                                                                                                                                                                              33
    二、管理服务理念                                                                                                                                                                                                       33
    三、保证体系                                                                                                                                                                                                                     34
    四、服务承诺                                                                                                                                                                                                                     34
    第五章  拟采取的工作计划和物资装备情况                                                                                                                                               36
          一、拟采取的工作计划                                               36
          二、物资装备情况                                                   37
    第五章  拟建立的组织机构及人员的配备、培训、管理                         41
          一、拟建立的组织机构及人员的配备                                   41                                                
          二、培训及管理                                                     50
    第七章  管理规章制度及管理档案建立情况                                   60
          一、管理处各项管理制度目录                                         60                                                
          二、管理规章制度                                                   62
          三、管理档案建立情况                                               73
    第八章  针对该项目的特点结合实际情况制订服务内容和指标                   76
    一、管理处服务人员形象的服务内容和指标                                                                                                                   76
    二、急修项目的服务标准与承诺                                       78
    三、一般维修的服务内容和指标                                                                                                                                                             78
    四、服务受理、报修接待的服务内容和指标                                                                                                                   79
    五、投诉处理的服务内容和指标                                                                                                                                                             80
    六、电梯、水泵等设备运行服务的服务内容和指标                                                                                       80
    七、房屋及其设备设施完好程度的服务内容和指标                                                                                       83
    八、小区消防安全、公共秩序维护的服务内容和指标                     84
    九、小区交通以及停车管理的服务内容和指标                                                                                                     87
    十、控制突发事件的服务内容 和指标                                  88
    十一、物业及住户档案管理的服务内容和指标                           89
    十二、住宅装修管理的服务内容和指标                                                                                                                                 90
    十三、业户满意度测评的服务内容和指标                                                                                                                   90
    第九章  构建和谐社区与便民服务                                           91