物业服务和后勤运输保障服务投标方案(技术标)

目录CATALOG

一、总体服务方案...........................................................................................1

（一）项目定位........................................................................................1

1．项目分析......................................................................................1

（1）建设银行天津分行大楼.....................................................1

（2）赛顿大厦建行财富中心.....................................................2

（3）爱国道营业办公用房.........................................................3

（4）住房金融业务部营业办公用房...........................................3

（5）渠道与运营管理部办公用房..............................................4

2．项目重难点..................................................................................5

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

（二）总体服务设想及思路......................................................................8

1．总体服务设想...............................................................................8

（1）服务理念...........................................................................8

（2）管理服务模式....................................................................8

（3）管理服务的行为标准要求................................................11

（4）针对本项目的管理手段、方式方法.................................12

（5）创建安全银行大楼工程...................................................13

（6）创建效能银行大楼工程....................................................15

2．服务思路....................................................................................18

（三）管理目标及各项管理服务指标承诺..............................................20

1．管理目标....................................................................................20

（1）工作目标.........................................................................20

（2）管理质量目标..................................................................22

2．管理指标及措施.........................................................................22

（1）管理服务目标追求...........................................................22

（2）管理服务标准..................................................................22

（3）服务措施.........................................................................22

（四）管理机构设置...............................................................................26

（五）人员配置......................................................................................27

（六）员工素质标准...............................................................................28

1．员工基本守则要求.....................................................................28

2．员工工作态度要求.....................................................................28

3．员工服务态度要求.....................................................................28

4．员工仪容、仪表要求..................................................................29

5．员工日常服务用语.....................................................................29

6．员工接听电话要求.....................................................................30

7．接待客户的“四声要求”...........................................................30

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

（七）员工培训及管理...........................................................................31

1．员工培训制度.............................................................................31

（1）管理人员的培训..............................................................31

（2）保洁培训制度..................................................................33

（3）辅助秩序服务培训方案...................................................55

（4）工程部培训.....................................................................93

（5）会务培训.........................................................................96

（6）前台客服培训方案.........................................................110

2．员工管理制度...........................................................................131

（1）录用与考核办法............................................................131

（2）人员招聘方案................................................................140

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

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

（5）员工守则.......................................................................156

（6）员工行为规范................................................................158

（7）员工工作纪律................................................................160

（8）着装及仪容仪表............................................................160

（9）员工文明用语................................................................162

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

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

（12）保洁工作奖惩条例.......................................................164

（13）值班管理规定..............................................................167

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

（15）重大事件报告制度.......................................................168

（16）报修管理制度..............................................................168

（17）勤务管理制度..............................................................169

（18）用水电安全操作规程...................................................173

（19）节假日管理制度..........................................................174

（20）作业车辆维护保养管理规定........................................177

（八）奖惩制度....................................................................................180

1．项目经理岗位考核标准及奖惩办法..........................................180

2．各部主管岗位考核标准及奖惩办法..........................................182

3．维修员工岗位考核标准及奖惩办法..........................................184

4．保洁人员岗位考核标准及奖惩办法..........................................186

5．前台接待考核办法...................................................................187

（九）档案资料管理制度.....................................................................189

1．档案工作岗位责任制................................................................189

2．公司档案员职责.......................................................................189

3．分管档案工作的各部门领导职责..............................................190

4．各部门专（兼）职档案人员职责..............................................190

5．文件、材料收集归档制度.........................................................190

6．档案鉴定制度...........................................................................193

7．档案借阅管理制度...................................................................193

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

9．档案复制制度...........................................................................195

10．档案统计制度.........................................................................195

11．档案库房管理制度.................................................................195

12．档案销毁制度.........................................................................196

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

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

2．信息反馈（投诉处理）渠道及时间..........................................197

3．本项目办公楼物业管理信息处理流程.......................................197

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

1．服务激励机制...........................................................................198

2．服务监督机制...........................................................................202

3．自我约束机制...........................................................................203

4．信息反馈渠道及处理机制.........................................................204

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

（一）安全岗位设置.............................................................................206

1．辅助秩序人员队长职责............................................................206

2．辅助秩序人员班长职责............................................................207

3．辅助秩序人员队员职责............................................................208

（二）车辆管理服务保障.....................................................................209

1．服务理念..................................................................................209

2．自行车库管理服务...................................................................212

3．停车场管理方案.......................................................................212

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

1．辅助秩序人员日常工作流程.....................................................224

2．辅助秩序人员巡逻工作流程.....................................................225

3．突发事件处理流程图................................................................226

4．ATM机巡查方案.......................................................................226

（1）指导思想.......................................................................227

（2）组织领导.......................................................................227

（3）工作目标.......................................................................227

（4）工作职责.......................................................................227

（5）人员组成.......................................................................228

（6）装备配备.......................................................................228

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

（8）奖惩方法.......................................................................230

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

（10）ATM机自助设备夜间巡检方案....................................230

5．门卫服务方案...........................................................................234

（1）门卫服务内容................................................................234

（2）门卫服务操作规程.........................................................234

6．巡逻服务方案...........................................................................237

（1）巡查标准.......................................................................237

（2）巡逻服务内容................................................................239

（3）巡逻服务操作规程.........................................................239

（4）紧急情况的处理............................................................240

7．营业网点辅助秩序人员服务工作规程.......................................240

8．营业网点辅助秩序人员人员要求..............................................242

9．公司与公安机关联动应急预案及突发事件处理措施.................242

（1）目的及依据....................................................................242

（2）适用范围.......................................................................242

（3）工作原则.......................................................................243

（4）预防和预警机制............................................................243

（5）突发事件等级划分.........................................................244

（6）应急响应.......................................................................244

（7）后期处理.......................................................................245

（8）突发事件处理措施.........................................................246

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

（五）前台接待服务方案.....................................................................251

三、房屋、公共场地、设施设备维护管理方案............................................254

（一）维修运行管理制度.....................................................................254

1．公共部位、公共设施修缮养护管理制度...................................254

2．设备管理安全制度...................................................................255

3．配电室管理制度.......................................................................256

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

5．公共照明节能管理制度............................................................257

6．事故处理规程...........................................................................258

7．设备故障维修规定...................................................................259

8．公共设施维修养护管理............................................................259

9．报告制度..................................................................................260

10．维修人员行为规范.................................................................261

11．电工日常巡检工作制度..........................................................261

（二）岗位职责....................................................................................270

1．维修部组长岗位责任制............................................................270

2．维修部副组长岗位责任制.........................................................270

3．维修管理员岗位责任制............................................................271

4．核算员岗位责任制....................................................................272

5．采购员岗位责任制....................................................................272

6．操作手岗位责任制....................................................................272

（三）作业规范....................................................................................274

1．房屋本体共用部位日常维修养维护..........................................274

（1）确定房屋本体共用部位维修养护范围周期.....................274

（2）房屋本体共用部位日常维修养护方案............................275

（3）房屋本体共用部位定期维修养护方案............................276

（4）房屋本体共用部位维修养护标准...................................278

（5）房屋本体共用部位日常检查表.......................................278

（6）房屋维修养护、管理方案..............................................279

2．共用设施维护管理...................................................................284

3．中央空调、分体空调维修服务方案..........................................287

（1）维修和保养服务的目标.................................................287

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

（3）维护保养方案................................................................288

（4）主要维护清洗步骤和方法..............................................292

（5）应急处理预案................................................................303

（6）节能措施.......................................................................309

（7）技术组织措施................................................................310

（8）质量保证措施................................................................311

4．给排水系统的维修养护方案.....................................................312

5．电梯的定期维护及检修方案.....................................................319

6．消防设施、设备的定期维护方案..............................................324

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

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

2．正常工作流程细则...................................................................338

3．紧急维修工作流程...................................................................338

4．紧急维修工作流程细则............................................................339

（五）具体管理措施.............................................................................340

1．检修准备..................................................................................340

2．人员管理措施 .........................................................................340

3．检修作业安全措施...................................................................340

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

四、卫生保洁管理方案................................................................................344

（一）保洁员人员配置.........................................................................344

（二）区域划分....................................................................................345

（三）工作时间安排.............................................................................346

（四）岗位职责....................................................................................346

1．保洁领班岗位职责...................................................................346

2．保洁员岗位职责.......................................................................347

（五）工作内容....................................................................................348

（六）工作范围....................................................................................349

（七）保洁周期工作计划表..................................................................350

（八）操作规程....................................................................................352

1．公共区域保洁规程...................................................................352

2．地毯清洁标准...........................................................................353

3．室内日常管理及保洁规程.........................................................353

4．大厅保洁规程...........................................................................360

5．电梯厅保洁规程.......................................................................361

6．会议室、洽谈室保洁规程.........................................................363

7．卫生间保洁规程.......................................................................365

8．楼宇保洁消杀规程...................................................................368

9．公共区域专项作业规程............................................................370

10．垃圾箱保洁规程.....................................................................372

11．日常消杀、灭蝇规程..............................................................373

12．虫控消杀服务.........................................................................375

13．重点办公室、值班室保洁方案...............................................383

14．室内玻璃、窗户清洗方案.......................................................384

15．木地板地面打蜡方案..............................................................385

16．石材养护方案.........................................................................390

17．绿化带、树坑清理、保洁作业规程........................................404

18．外墙清洗服务.........................................................................406

（1）蜘蛛人方案专用清洁工具：..........................................406

（2）蜘蛛人方案施工顺序.....................................................407

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

（4）安全文明施工的技术、组织管理措施............................409

（九）垃圾处理方式.............................................................................412

1．垃圾清运作业...........................................................................412

（1）垃圾清运方案................................................................412

（2）清运人员管理................................................................414

（3）垃圾清运程序化............................................................415

（4）垃圾运输途中渗滤液防漏措施.......................................415

（5）易腐垃圾收集转运方案.................................................416

（6）有害垃圾收运方案.........................................................419

（7）大件垃圾收运方案.........................................................421

（十）保洁服务管理目标和制度...........................................................424

1．清洁卫生管理工作目标............................................................424

2．保洁管理制度...........................................................................427

（十一）卫生标准及质量检查标准及内部考核方法..............................429

1．卫生标准及质量检查标准.........................................................429

2．内部考核办法...........................................................................437

（十二）绿植方案及计划.....................................................................440

1．租摆绿植栽植实施方案............................................................440

2．绿植栽植流程...........................................................................444

3．绿植租摆供货服务实施方案.....................................................449

4．绿植租摆供货实施阶段保障.....................................................453

5．绿植租摆供货保证措施............................................................455

6．租摆绿植的包装方案................................................................458

7．绿植租摆质量验收流程............................................................463

8．绿植租赁摆放方案...................................................................470

9．租摆绿植养护实施方案............................................................475

10．租摆绿植养护计划.................................................................497

11．租摆绿植养护流程.................................................................500

12．部分绿植种植、养护方案.......................................................505

（十三）化粪池清掏方案.....................................................................520

五、消防及停车场安全秩序管理方案...........................................................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）防火检查制度................................................................527

（3）火险隐患整改制度.........................................................527

（4）安全疏散设施管理制度.................................................528

（5）消防设施器材维护管理制度..........................................528

（6）火灾隐患整改制度.........................................................528

（7）配电室防火管理规定.....................................................529

（8）用火用电安全管理制度.................................................530

（9）燃气和电气设备的检查和管理制度...............................530

（10）消防控制室管理规定...................................................531

（11）消防安全教育培训制度...............................................531

（12）专职和义务消防队的组织管理制度.............................532

（13）消防安全工作考评和奖惩制度.....................................533

（14）灭火和应急疏散预案演练制度.....................................534

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

（1）消控室上墙文件............................................................534

3．工作规范..................................................................................535

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

（二）停车场安全秩序管理方案...........................................................544

1．安全秩序的管理设想................................................................544

2．管理原则..................................................................................544

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

（1）车辆管理.......................................................................545

（2）车辆行驶和停放管理.....................................................547

（3）交通设施管理................................................................549

（4）停车场管理...................................................................551

六、安全服务保障.......................................................................................553

（一）安全驾驶制度.............................................................................553

1．车辆安全管理制度...................................................................553

2．驾驶员安全管理制度................................................................554

3．道路运输经营安全生产管理制度..............................................555

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

5．车辆技术管理制度...................................................................556

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

1．驾驶员管理制度.......................................................................559

（1）驾驶员安全会议学习及安全宣传...................................559

2．驾驶服务方案...........................................................................563

（1）服务方案.......................................................................563

（2）岗位素质要求及工作职责..............................................563

（3）服务完成后...................................................................564

（4）服务质量的改进............................................................564

3．车辆管理制度...........................................................................565

（1）车辆管理制度................................................................565

（2）司机管理规定................................................................565

（3）违规与事故处理............................................................566

（4）运输安全管理规定.........................................................566

（5）车辆检查制度................................................................567

（6）违规处罚.......................................................................567

七、接待/会议服务......................................................................................568

（一）会议服务方案目标.....................................................................568

（二）基本原则....................................................................................568

（三）服务时间.......................................