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LV ThS 7460 TRUONG DAI HOC KINH TE QUOC DAN ■ ■ £OBdOg8G8 /M/ HOC KTQD TT THONG TIN TH WIEN PHONG LOAN AN-TO LIEU NGUYtN THU HANG NANG CAO CHAT LUONG DICH VU TAI CAC CHUNG Clf CUA TAP DOAN PHAT TRIEN NHA VA DO THI ■ ■ ■ ■ ■ ■ r Chuyen nganh: Kinh te va quan ly thiroug mai LUAN VAN THAC SY KINH TE 77/7 77/^ Ngitdi hitdng dan khoa hoc: ts trAn van bAo HA KOI, • NAM 2013 l.OI CAM DOAN Luan van cua toi dugc hoan dudi sir hirong dan cua TS Tran Van Bao Toi xin cam doan rang: - Day la ket qua nghien cuu cua rieng toi - Ket qua khong trung vdi bat cu ket qua nao da dugc cong bo Neu sai toi hoan toan chiu trach nhiem Ha Noi, thang 12 nam 2012 Hoc vien thwc hien • • • Nguyen Thu Hang MUC LUC • • LOI CAM DOAN MUC LUC DANH MUC TU VIET TAT DANH MUC BANG BIEU, SO DO TOM TAT LUAN VAN LOI NOI DAU CHUONG 1: NHUNG VAN DE CO BAN VE DICH VU VA CHAT LUONG DICH VU TAI CAC CHUNG CU CUA DOANH NGHIEP BAT DONG SAN 1.1 Dac diem dich vu tai cac chung cu 1.1.1 1.1.2 1.2 1.2.1 Phan loai chung cu Dac diem dich vu tai ccc chung cu Chat tuong dich tv va noi dung nang cao cliEit t uong dich vu tai cac chung cu 10 Chat luong dich vu, tieu chi ve chat luong dich vu va ccc yeu to cau chat luong dich vu tai ccc chung cu 10 1.2.2 Noi dung nang tao chat tucmg dich vu tai cac chung cu 18 1.2.3 Cac chi tieu danh gia chat tucmg dich vu tai cac chung cu 19 1.2.4 Phucmg phap danh gia chat tucmg dich vu tai cac chung cu 21 1.3 Nhan to anh hucmg den viec nang cao chiat tucmg dich vu tai cac chung cu 26 1.3.1 Nhom ccc nhan to khcch quan 27 1.3.2 Nhom cac nhan to chu quan 28 CHUONG 2: THUC TRANG CHAT LUONG DICH vu TAI CAC CHUNG CU CUA TAP DOAN PHAT TRIEN NHA VA DO THI 30 2.1 Dac diem cua Tap doan Phat trien nha via tth 30 2.1.1 Dac diem co ctu to chuc 30 2.1.2 Dac diem nganh nghe kinh donnh 31 2.1.3 Ket qua hoit dong kinh ionnh cun Tap doan gini doin tu nam 2008 den nam 2012 34 2.2 To chuc hoat dong dich vu tai cac chung cu cua Tap doan Phat trien nha va thi 35 2.2.1 Cac mo hinh quan ly toa nha chung cu tai Tap doan 35 2.2.2 Nhung dich vu tai cac chung cu cua Tap doan Phat trien nha va thi 37 2.3 Chat luong dich vu va cac hoat dong nham nang cao chat luong dich vu tai cac chung cu cua Tap doan HUD 39 2.3.1 Thue trang chat lucmg dich vu tai cac chung cu cua Tap doan HUD: 39 2.3.2 Cac hoat dong cua Tap doan nham nang cao chat luong dich vu tai cac chung cu 58 2.4 Danh gia chat luong dich vu tai cac chung cu cua Tap doan HUD 59 2.4.1 Nhung mat dat duoc 59 2.4.2 Nhung han che va nguyen nhan 61 CHlTONG 3: DINH HUONG VA GIAI PHAP NANG CAO CHAT LUONG DICH VU• TAI • • CAC CHUNG CU* CUA TAP • DOAN PHAT TRIEN NHA VADO THI 64 3.1 Dinh hudng phat trien cua Tap doan va dinh hudng nang cao chat luong dich vu tai cac chung cu cua Tap doan Phat trien nha va thi 64 3.1.1 Dinh hudng phat trien dai han cua Tap doan 64 3.1.2 Dinh hudng nang cao chat luong dich vu tai cac chung cu cua Tap doan 66 3.2 Giai phap nang cao chat luong dich vu tai cac chung cu cua Tap doan HUD 67 3.2.1 Giai phap doi vdi chu dau tu - Tap doan HUD 67 3.2.2 Giai phap doi vdi nha cung cap dich vu true tiep - don vi quan ly chung cu HUDS 71 3.2.3 Giai phap doi vdi ngudi su dung cac dich vu 77 3.3 Cac kien nghi 78 3.3.1 Kien nghi vdi co quan quan ly Nha nude 78 r \ •> r 3.3.2 Giai phap doi vdi chinh quyen dia phuong, to dan 81 KET LU AN 84 TAI LIEU THAM KHAO 85 PHU LUC DANH MUC TU" VIET TAT Tieng Viet Nghia day du Ky hieu STT SXKD San xuat kinh doanh TNHH Trach nhiem hiru han XNK Xuat nhap khau Tieng Anh STT Ky hieu HUD Nghia tieng Viet Nghia tieng Anh Housing and urban Tap doan Phat trien nha va development corporation thi Cong ty trach nhiem huu han Housing and urban services HUDS limited company mot vien Dich vu Nha o va khu thi DANH MUC BANG BIEU, SO DO BANG Bang 2.1: Co cau lao dong theo linh vuc chuyen mon 31 Bang 2.2: Cac don vi Tap doan dam nhiem timg phan viec chu trinh xay dung va cung cap dich vu chung cu 32 Bang 2.3: Doanh thu khai thac tai toa chung cu thang tir nam 2008 den nam 2012 40 Bang 2.4: Chi phi quan ly van hanh tai tda chung cu thang tir nam 2008 dgn nam 2012 41 Bang 2.5: Loi nhuan trudc thue tu quan ly van hanh tai tda chung cu thang tir nam 2008 den nam 2012 42 Bang 2.6: Tong hop ket qua danh gia chat luong dich vu chung cu noi bo HUD tir nam 2008 den nam 2012 43 Bang 2.7: Kdt qua didu tra khach hang danh gia mire quan khia canh xac dinh khoang each chat luong dich vu tai cac chung cu cua HUD (thang 6/2012) 46 Bang 2.8: Ket qua khoang each chat luong dich vu tai cac chung cu cua HUD qua tieu chi danh gia (thang 6/2012) 48 Bang 3.1: Ke hoach san xuat kinh doanh den nam 2015 cua Tap doan Phat trien nha va thi 65 BIEU DO Bieu 2.1: Tam quan cua tieu chi xac dinh khoang each chat luong dich *> A > r vu tai cac chung cu cua Tap doan HUD 47 Bieu 2.2: Do ldn khoang each chat luong dich vu tai cac chung cu cua Tap doan HUD khach hang danh gia tren tieu chi 48 SO DO So 1.1: Quan he cung ung dich vu 14 So dd 1.2: Thang nhu cau cua Maslow 15 So 1.3: Md hinh khoang each chat luong dich vu 23 So 2.1: Co cau to chuc Tap doan phat trien nha va thi 33 i Trong xa hoi hien nay, doi song vat chat va tinh than cua ngudi dan duoc nang len, dong thdi cung vdi toe do thi hoa dang dien nhanh chong tren khap ca nude, cac doanh nghiep dau tu va kinh doanh bat dong san khong ngtrng chay dua xin cap phep xay dung de xay chung cu Ket qua la hang loat chung cu moc len mot each at Khi thi trudng trd nen bao hda, tham chi la dong bang, cac doanh nghiep se phai tim each de ban dugc hang, thu hoi von, luc cac doanh nghiep se canh tranh ve gia ca can ho, vi tri dia diem khu chung cu, chat luong cong trinh va chat luong dich vu chung cu ngudi dan den sinh song Tap doan Phat trien nha va thi, mot nhung doanh nghiep hang dau linh vuc dau tu xay dung va kinh doanh bat dong san da khong ngung xay dung cac chien luge dai han de tri, nang cao chat lugng cung cap dich vu tai cac chung cu, gop phan cung co va khang dinh thuong hieu cua doanh nghiep Nhan thay tarn quan cua van de lien quan true tiep den lgi ich cua cu dan dang sinh song nha A r chung cu va chu dau tu cac du an chung cu, tac gia da chon de tai: “ Nang cao chat luung dich vu tai cac chung cu cua Tap doan Phat trien nha va thi” Luan van gom chuong: r a a r Chu-ong 1: Nhung van de co ban ve dich vu va chat lugng dich vu tai cac chung cu cua doanh nghiep bat dong san Chuong 2: Thue trang chat lugng dich vu tai cac chung cu cua Tap doan Phat trien nha va thi Chuong 3: Dinh hudng va giai phap nang cao chat lugng dich vu tai cac chung cu cua Tap doan Phat trien nha va thi Chuong 1, tac gia dua khai niem ve chung cu, dac diem dich vu tai chung cu, cac chi tieu danh gia chat lugng dich vu chung cu va nhan to anh hudng den viec nang cao chat lugng dich vu tai cac chung cu Dung tren goc quan ly nha nude, nha chung cu la nha cd chieu cao hai tang trd len, cd loi di, cau thang va he thong cong trinh tang su dung chung cho nhieu ho gia dinh, ca nhan Nha chung cu cd phan dien tich thuoc so huu rieng cua ttrng ho gia dinh, ca nhan, cua chu dau tu, cua chu so huu khac va phan dien tich thuoc so huu chung cua tat ca cac ho gia dinh, ca nhan, chu so huu khac su dung nha chung cu Chung cu mod hien co cau thang may, nha o duac bo tri tu tang hai tro len; cac tang duoi, dac biet tang mot duac bo tri lam dien tich kiot, sieu thi kinh doanh, dien tich giu xe va bo tri dien tich sinh hoat chung cho dan cu sinh sdng toa nha Nha chung cu duac phan hang: hang (cao cap), hang 2, hang 3, hang Dich vu tai cac chung cu la hoat dong quan gop phan nang cao gia tri cua cac can ho chung cu Dac biet thi truong bat dong san hinh thanh, bat dong san la nha, dat se co gia tri cao bat dong san thuoc cac khu vuc duac quan ly tot, co dieu kien tot ve an ninh trat tu, ve sinh moi truong, canh quan thi Tuy thuoc vao cac hang chung cu ma dich vu va chat luang dich vu tai cac chung cu phai co nhung tieu chuan cu the, phu hap tuang ung de phuc vu, dap ung cho dan cu sinh song Chang han nhu cac tieu chuan ve thang may, cho de xe, he thong cap dien, he thong cap thoat nuoc, he thong thong tin lien lac, he thong phong chay chua chay, he thong thu gom va xu ly rac, cong tac dam bao an ninh trat tu, cong tac quan ly van hanh chung cu Thong qua thang SERVQUAL cua Parasuraman, danh gia chat luang dich vu dua tren tieu chi: Su tin tuong, tin cay; Su phan hoi, kha nang phuc vu; Su dam bao, an toan; Su dOng cam, cam thong; Su huu hinh Tam diem quan nhat cua mo hinh SERVQUAL chinh la tim khoang cach giua su ky vong cua khach hang ve chat luang dich vu va chat luang dich vu thuc te ho cam nhan duac Chuang 2, gioi thieu khai quat ve Tap doan Phat trien nha va thi va thuc trang nang cao chat luang dich vu tai cac chung cu cua Tap doan Tap doan Phat trien nha va thi la doanh nghiep hoat dong linh vuc dau tu, kinh doanh bat dong san Von dieu le 4.992 nghin ty dong Tong so lao dong toan Tap doan tinh den thang 6/2012 vao khoang 10.274 nguoi, can bo 3.051 nguoi chiem 29,7%, linh vuc tu van thiet ke: 1.973 nguoi chiem 19.2%, linh vuc dau tu, kinh doanh bat dong san: 2.414 nguoi chiem 23,5%, linh vuc cung cap dich vu: 2.291 nguoi chiem 22,3%, cac linh vuc khac 545 nguoi chiem 5,3% Ca cau lao dong cho thay cong tac cung cap dich vu tai cac chung cu ludn duac quan tam va chu QUYET DINH Dieu 1: Ban hanh "Tieu chuan danh gia chat luong dich vu tai nha chung cu cao tang” kem theo Quyet dinh Dieu 2: Quyet dinh co hieu luc ke tu ky va ap dung cho cac Xi nghiep, don vi duoc giao nhiem vu thuc hien cong tac quan ly chung cu Dieu 3: Cac ong: Pho Giam doc Cong ty, Ke toan truong, Truong cac phdng ban Cong ty, Giam doc cac Xi nghiep chiu trach nhiem thi hanh quyet dinh nay./ Noi nhan: Giam doc cong ty - Nhu Dieu 3; - Chu tich Cty (de bao cao); - Luu: Van thu, DVDT Phung Van Yen (da ky) - Tieu chuan danh gia chat luong dich vu tai nha chung cu: CONG HOA XA HOI CHU NGHIA VIET NAM TONG CONG TY Doc lap - Ta - Hanh phuc DAU TU PHAT TRIEN NHA VA DO THI CONG TY TNHH NHA NU'OC MOT THANH VIEN DICH VU NHA O VA KHU DO THI TIEU CHUAN DANH GIA CHAT LUONG DICH VU TAI NHA CHUNG CU {Ban hanh kem theo Quyet dinh so 340/QD — HUDS 01 thang 11 nam 2006 cua Giam doc Cdng ty TNHH NN mot vien Dich vu nha va khu dd thi) I Mot so dinh nghia: * Cac dinh nghia ve sach: Cac tu sach se bang tieu chuan tren duoc hieu nhu sau: - Tren nen nha, cau thang va hanh lang khong co giay rac, dat cat, bui ban vet, khong de bui ban dong mang 2- Tren tuong khong co mang nhen, vet ban 3- Mat cua kinh nha chung cu khong co nhieu bui bam lam mo mat kinh 4- Trong cac cau thang may khong co bui ban, mui hoi; guong phai sang, khong co vet bui mo, tay vin khong co bui, vet ban 5- Ve sinh may moc phai khong co bui dong bo, vet, mang nhen du bam tren may Quy luang giao khoan: La quy luong duoc xay dung theo ke hoach san xuat kinh doanh hang nam cua don vi duoc Giam doc Cong ty phe duyet II Quy uoc chung: - Tong so diem se la diem danh gia cua tieu chi bang tieu chuan - Moi diem se tuong ung voi 1% quy luong giao khoan * Danh gia diem: - Tu 90 diem den 100 diem: dugc hudng 100% quy luong giao khoan - Dudi 90 diem: Quy luong cua cac td quan ly chung cu se dugc tinh nhu sau: , , Tong so quy luong dugc hudng = Tdng so luong quy ddi , theo diem dat dugc + 10%o quy luong giao trung binh thang khoan Tdng sO luong cua td se dugc tinh nhu tren nhung khong thap hon 70% quy luong giao khoan Danh gia muc hoan cong tac quan ly chung cu cua cac Xi nghiep dua va chi sO diem trung binh cua cac td, doi quan ly chung cu thuoc cac Xi nghiep quan ly III BANG TIEU CHUAN: STT 1.1 NOI DUNG CONG TAC DIEM Ve• sinh sa• ch se: 24 Khu vuc sanh ra, vao nha chung cu khong co bui ban tu qua ngay, giay rac, de vat bua bon Khu vuc cau thang bo, cau thang thoat hiem cac tang nha 1.2 chung cu khong co bui ban tren tay vin ket tu qua ngay, giay rac 1.3 •> r Cac hanh lang nha chung cu khong co bui ban ket tu qua ngay, vet ban, giay rac 9 Tren tudng nha chung cu khong bui ban, vet ban, mang r 1.4 nhen du bam 1.5 Tren tran nha chung cu khong co bui ban, mang nhen du bam 1.6 Cac goc nha chung cu khong co bui ban, mang nhen du bam 1.7 Noi ngoi truc, phong truc luon sach se, ke xep gon gang 1.8 Phong nghi nhan vien sach se, ke xep gon gang 1.9 Nha ve sinh cong cong luon sach se, khong co mui hoi ' r 1.10 Phdng may bam nuac sinh hoat luon sach se, gon gang 1.11 Phong ky thuat dien luon sach se, ke xep gon gang 1.12 Buong thang may sach se, tham thang khong co bui dong ba, giay rac, tay vin khong co bui, vet ban 1.13 Trong thang may khong co mui hoi 1.14 Nha de xe phai thuang xuyen dugc quet don sach se 1.15 Cua vao nha chung cu thuang xuyen dugc lau chui sach se 1.16 1.17 Phia cua kinh hanh lang nha chung cu thuang xuyen dugc lau chui sach se Cac tham co xung quanh khuon vien nha chung cu khong co giay rac Khu vuc san nha chung cu khong co giay rac, mo dat, cat (tru 1.18 cac mo dat, cat cac ho dan chung cu hoac to sua chua tap ket tam thai tai san nha chung cu) Khong de cho cac chu thue kiot dun nau bang bep than to ong r 1.19 r y r •> va dun nau phia truac chua co thiet bi xu ly mui, khoi, vut rac bua bai lam anh huong den moi truong, my quan thi va lam anh huong den suc khoe ngudi dan 2.1 Van hoa giao tiep: 33 Tac phong ca truc nhanh nhen, co thai va hanh vi lich thiep, dau toc gon gang Mac quan ao dong phuc theo mau, quan ao sach, phang va co 2.2 deo the cong tac (tru truang hgp nhan vien thuc hien thau be > ngam, be mai, quet don mai turn nha chung cu) 2.3 Tu the ngoi truc theo dung quy dinh 2.4 Thai giao tiep vai moi nguai niem no, le phep 2.5 Dung day chao hoi co khach den tham va huang dan khach chu dao Khi giao tiep voi moi nguoi tren may dien thoai phai xung 2.6 danh, khong noi khong, coc loc Ket thuc cuoc goi phai co loi chao 2.7 2.8 Khong duoc su dung dien thoai va viec rieng lam anh huong cong viec Khi trao ve xe cho khach hoac nhan ve tu tay khach phai dung day va dua bang hai tay Kiem tra, giai thich, huong dan chu dao cho moi nguoi ve quy 2.9 che quan ly chung cu de moi nguoi biet va tu giac chap hanh, khong vi pham quy che quan ly 2.10 Khong trao doi voi nguoi dan nhung van de khong thuoc tham quyen va trach nhiem cua minh Giup khach den tham va nhan dan sinh song tai chung cu 2.11 tan tinh chu dao gap kho khan, dac biet la nguoi gia yeu, nguoi tan tat, phu nu co thai va cac tre nho Trong ca truc khong duoc uong ruou, bia hoac co bieu tuong 2.12 say ruou, bia 2.13 Khong hut thuoc tai ban truc 2.14 Khong doc sach bao hoac an qua vat dang ngoi truc 2.15 Khong lam viec rieng ca truc 2.16 Khong tiep Khach rieng tai ban truc Tuan tra, phat hien va thu giu tai san cua khach, nhan dan de 2.17 quen va hoan tra Khong duoc vdi tien, qua cua nhan sinh song tai chung cu 2.18 3.1 Viet thong bao, dan thong bao phai dung quy dinh, chu viet noi dung phai ro rang, sach se, thang hang, ngan Cong tac quan ly dich vu: Dam bao an ninh tran tu, khong de ke gian dot nhap vao cac can ho cua nha chung cu 18 Sap xep xe nha xe gon gang theo quy dinh, thuan tien cho 3.2 viec dua xe vao va lay xe ra; dam bao cung cap dich vu thong suot 24/24h, dam bao dung cac quy dinh ve an toan phong chay A Thuong xuyen kiem tra phat hien cac su co ky thuat de co cac 3.3 3.4 bien phap xu ly kip thoi theo dung quy trinh sua chua J _ Dam bao khong thieu nuoc sinh hoat cho nguoi dan sinh song tai chung cu 3 Khong de cac ho dan tu y cai tao sua chua can ho chua co 3.5 don xin cai tao da duoc phe duyet Giam sat thuc hien dung noi dung sua chua co don phe duyet r Khong de cac chu thue kiot kinh doanh lan chiem via he, vi 3.6 pham gio mo cua, dong cua, giu gin an ninh trat tu va ve sinh cong cong Trang thiet bi ky thuat, dung cu: May bom nuoc sinh hoat: Ve sinh cong nghiep sach se; van 4.1 hanh va su dung theo dung quy trinh ky thuat cua Cong ty ban hanh May phat dien du phong: Ve sinh cdng nghiep sach se; van 4.2 hanh va su dung theo dung quy trinh ky thuat cua Cong ty ban hanh 4.3 May bom cuu hoa, binh cuu hda: Van hanh va su dung thuan thuc theo dung quy trinh ky thuat cua Cong ty da ban hanh Thang may: Ve sinh cong nghiep sach se, cuu ho thang may, 4.4 van hanh va su dung theo dung quy trinh ky thuat Cong ty ban hanh Thu nop tai chinh, he thong so sach va thuc hien cac dinh 12 muc chi phi: 5.1 Thu nop tien dich vu, phi dich vu dung, du theo quy dinh r t ■> He thong so sach ban giao ca, so nhat ky ky thuat, ghi chep 5.2 sach se, ro rang, cap nhat tung ngay, sap xep gon gang, tien quan ly va su dung 5.3 5.4 5.5 Thuc hien dung dinh muc cac chi phi: dien, nuoc, dien thoai Khong co truong hop gian lan ve xe dap, xe may (quay vong ve) Nhan vien thu ngan khong su dung tien cua Cong ty vao viec rieng rail a • A r A • A r j r A • 2 • A Thuc hien giai quyet cac vu viec theo aung phan giao nhiem vu cho cac vi tri to quan ly chung cu cua cac Xi nghiep rw-, A ->• A 100 Tong aiem IV THANH PHAN NGHIEM THU: Phong Dich vv thi: 02 ngucri 2- Dog vi hhuc hien: 22 nguoi - 21 cac bo quag ly - 21 to truong hoac cac truong cua to quag ly nha chung cu V TRACH NHIEM CUA CAC PHONG CHUC NANG: hhnng Kinh he ke hoach: - Lap ke hoach san xuat kinh doanh hang thang Giam doc Cong ty phe duyet de giao cac don vi trien khai thuc hien hhnng Dich vu thi: - Lap ke hoach kiem tra chat luong dich vu chung cu tai cac du an Cong r •> r ty quan ly va thuc hien cong tac don doc, kiem tra dinh ky va dot xuat - Tong hop cac bien ban danh gia chat luong quan ly chung cu de bao cao lanh dao Cong ty va lam co so cho viec danh gia muc hoan nhiem vu va xac dinh quy luong cho cac Xi nghiep Phong 'Tai chinh ke toan: - Lap bang toan chi phi cho cac Xi nghiep hang thang theo khoi luong da hoan bien ban nghiem thu cac Xi nghiep thuc hien VI CONG TAC TO CHIC THU*C HIEN: Quy dinh Tieu chuan danh gia duoc ap dung cho cac xi nghiep duoc giao nhiem vu quan ly chung cu cao tang theo giay giao nhiem vu cua Cong ty Cac phdng ban chuc nang lien quan va cac Xi nghiep co trach nhiem thuc hien nghiem chinh quy dinh Giam doc cong ty Phung Van Yen (da ky) 3- Mau bien ban nghiem thu kiem tra chat luang dich vu nha chung cu: CONG TY TNHH MOT THANH VIEN CONG HOA XA HOI CHU NGHIA VIET NAM DICH VU NHA VA KHU DO THI Doc lap - Tu- - Hanh phuc PHONG DICH VV DO THI BIEN BAN KIEM TRA CHAT LUONG DICH VU CHUNG CU CAO TANG - Can cu vao quy dinh tieu chuan danh gia chat luung dich vu tai nha chung cu cao tdng cua Cong ty TNHH Nha nuoc mot vien Dich vu nha o va khu thi ban hanh 01 thang 11 nam 2006 - Can cu chuc nang nhiem vu cua To quan ly chung cu Hdm nay, thang nam tai Ban nghiem thu chung toi gom: I Phong Dich vu thi: Ong: Churcvu: Ong: Chuc vu: II Chi nhanh Cong ty - Xi nghiep : Ong: Chucvu: Ong: Chuc vui: Hai ben thdng nhat nghiem thu chat luung dich vu tai chung cu Khu thi moi Cu the nhusau: STT NO • I DUNG CONG TAC Ve• sinh sach se: • DIEM DIEM CHUAN DAT GHI CHU 24 Khu vuc sanh ra, vao nha chung cu khong 1.1 co bui ban tu qua ngay, giay rac, de vat bua bon Khu vuc cau thang bo, cau thang thoat hiem cac tang nha chung cu khong =5 - z co bui ban tren tay vin ket tu qua ngay, giay rac Cac hanh lang nha chung cu khong •> 1.3 r r •> r co bui ban ket tu qua ngay, vet ban, giay rac 1.4 1.5 Tren tuong nha chung cu khong bui Tren tran nha chung cu khong co bui ban, mang nhen du bam Cac goc nha chung cu khong co bui ban, 1.6 1.7 1.8 1.9 1.10 1.11 ban, vet ban, mang nhen du bam 1 mang nhen du bam Noi ngoi truc, phong truc luon sach se, ke xep gon gang Phong nghi nhan vien sach se, ke xep gon gang Nha ve sinh cong cong luon sach se, khdng co mui hoi Phong may bom nuoc sinh hoat luon sach se, gon gang Phong ky thuat dien ludn sach se, ke xep gon gang Buong thang may sach se, tham 1.12 thang khong co bui dong bo, giay rac, tay vin khong co bui, vet ban 1.13 1.14 1.15 Trong thang may khong co mui hoi Nha de xe phai thuong xuyen duoc quet don sach se Cua vao nha chung cu thuong xuyen duoc lau chui sach se 1.16 1.17 Phia cua kinh hanh lang nha chung cu thuong xuven duoc lau chui sach se Cac tham co xung quanh khuon vien nha chung cu khong co giay rac Khu vuc san nha chung cu khong co giay 1.18 rac mo dat, cat (tru cac mo dat, cat cac ho dan chung cu hoac to sua chua tap ket tam thoi tai san nha chung cu) •> r r Khong de cho cac chu thue kiot dun nau bang bep than to ong va dun nau phia 1.19 truoc chua co thiet bi xu ly mui, khoi, vut rac bua bai lam anh huong den moi truong, my quan thi va lam anh huong den suc khoe nguoi dan 33 Van hoa giao tiep: Tac phong ca truc nhanh nhen, co 2.1 thai va hanh vi lich thiep, dau toc gon gang X X ~ x Mac quan ao dong phuc theo mau, quan ao sach, phang va co deo the cong tac (tru 2.2 truong hop nhan vien thuc hien thau be ngam, be mai, quet don mai turn nha chung cu) 2.3 2.4 'x Tu the ngoi truc theo dung quy dinh Thai giao tiep voi moi nguoi mem no, le phep 2.5 Dung day chao hoi co khach den tham va huong dan khach chu dao Khi giao tiep vdi moi ngudi tren may dien 2.6 thoai phai xung danh khong noi khong coc loc Ket thuc cuoc goi phai co ldi chao 2.7 Khong duoc str dung dien thoai va viec rieng lam anh hudng cong viec 2.8 Khi trao ve xe cho khach hoac nhan ve t£r tay khach phai dung day va dua bang hai tay Kiem tra giai thich, hudng dan chu dao cho moi ngudi ve quy che quan ly chung 2.9 cu de moi ngudi biet va tu giac chap hanh, khdng vi pham quy che quan ly Khong trao doi vdi ngudi dan nhung van 2.10 de khong thuoc tham quyen va trach nhiem cua minh Giup dd khach den tham va nhan dan sinh 2.11 song tai chung cu tan tinh chu dao gap kho khan, dac biet la ngudi gia yeu ngudi tan tat phu nu co thai va cac tre nhd 2.12 2.13 Trong ca true khong duoc uong ruou bia hoac co bieu tuong say ruou bia Khong hut thuoc tai ban true Khong doc sach bao hoac an qua vat 2.14 dang ngdi true 2.15 Khdng lam viec rieng ca true 2.16 Khdng tiep khach rieng tai ban true Tuan tra, phat hien va thu giu tai san cua 2.17 khach, nhan dan de quen va hoan tra Khdng duoc voi tien, qua cua nhan sinh song tai chung cu Viet thong bao dan thong bao phai dung 2.18 quy dinh, chu viet noi dung phai ro rang, sach se, thang hang, ngan 3.1 Cong tac quan ly dich vu: 18 Dam bao an ninh tran tu, khong de ke gian dot nhap vao cac can ho cua nha chung cu Sap xep xe nha xe gon gang theo quy dinh, thuan tien cho viec dua xe vao 3.2 va lay xe ra; dam bao cung cap dich vu thong suot 24/24h, dam bao dung cac quy dinh ve an toan phong chay Thudng xuyen kiem tra phat hien cac su 3.3 co ky thuat de co cac bien phap xu ly kip thdi theo dung quy trinh sua chua 3.4 Dam bao khong thieu nude sinh hoat cho ngudi dan sinh song tai chung cu Khong de cac ho dan tu y cai tao sua chua 3.5 can ho chua co don xin cai tao da duoc phe duyet Giam sat thuc hien dung noi dung sua chua co don phe duyet •> Khong de cac chu thue kiot kinh doanh 3.6 lan chiem via he, vi pham gid md cua, dong cua, giu gin an ninh trat tu va ve sinh cong cong Trang thiet bi ky thuat, dung cu: May bom nudc sinh hoat: Ve sinh cong 4.1 nghiep sach se; van hanh va su dung theo dung quy trinh ky thuat cua Cong ty ban hanh May phat dien du phong: Ve sinh cong nghiep sach se; van hanh va su dung theo 4.2 dung quy trinh ky thuat cua Cong ty ban hanh May bom cuu hoa, binh cuu hoa: Van 4.3 hanh va su dung thuan thuc theo dung quy trinh ky thuat cua Cong ty da ban hanh Thang may: Ve sinh cong nghiep sach se, cuu ho thang may, van hanh va su dung 4.4 theo dung quy trinh ky thuat Cong ty ban hanh Thu nop tai chinh, he thong so sach va 12 thuc hien cac dinh muc chi phi: Thu nop tien dich vu, phi dich vu 5.1 dung, du theo quy dinh He thong so sach ban giao ca, so nhat ky ky thuat, ghi chep sach se, ro rang, cap 5.2 nhat tung ngay, sap xep gon gang, tien quan ly va su dung Thuc hien dung dinh muc cac chi phi: 5.3 dien, nuoc, dien thoai Khong co truong hop gian lan ve xe dap, 5.4 xe may (quay vong ve) Nhan vien thu ngan khong su dung tien 5.5 cua Cong ty vao viec rieng rw-,1 ■ • A • • r A r «A Thuc hien giai quyet cac vu viec theo dung phan giao nhiem vu cho cac vi tri to quan ly chung cu cua cac Xi nghiep Tong diem 100 Ket luan - kien nghi: DON VI THUC HIEN PHONG DICH VU DO THI