摘要：本文共分为三个部分,通过搜索到的大量的论文,利用文献分析法深入研究以万科物业为代表的物业管理模式的实践和发展。

第一部分,对物业管理的特殊性以及国内物业行业的现状进行分析,找出目前物业管理行业有哪些通病,例如,法律条款不完善,基层人员素质差,产业竞争不平衡等。

第二部分,对万科物业管理流程和模式分析,本文在服务型物业管理模式的基础上,总结了万科在行业中的成熟经验。从服务质量、平台构建、人才管理到企业文化,为同行提供可以借鉴学习的内容。

第三部分,对物业管理流程存在的不足进行调研总结，通过访谈法和问卷法总结出万科物业的管理流程目前存在的种种不足例如基层人员关怀不到位，服务品质仍需加强，人员培训还需更加完善等等。然后提出具体的优化措施如加强人本管理，提升服务品质，保洁外包，通过“七个一”强调人员关怀等。

本文将就国内知名物业公司万科物业进行研究分析,总结其管理流程模式,研究其优缺点,从而发现并归纳出当前万科物业的发展优势及其存在的问题,并且给与合理的优化建议。

关键词:万科物业;管理流程;优化研究;

Management Process and Optimization Study of Vanke Service

Abstract: This paper is pided into three parts, through the search of a large number of papers, using the literature analysis method to deeply study the practice and development of the property management model represented by Vanke Property.

The first part analyzes the particularity of property management and the status quo of the domestic property industry to find out what are the common problems in the current property management industry, such as incomplete legal provisions, poor quality of grass-roots personnel, and unbalanced industrial competition.

The second part analyzes Vanke's property management process and model. Based on the service-based property management model, this article summarizes Vanke's mature experience in the industry. From the service quality, platform construction, talent management to corporate culture, to provide peers with learning content.

The third part investigates and summarizes the deficiencies in the property management process, and summarizes the various deficiencies in the management process of Vanke Property through interviews and questionnaires. For example, the care of grassroots personnel is not in place, the service quality still needs to be strengthened, and personnel training is still needed. More perfect and so on. Then put forward specific optimization measures such as strengthening people-oriented management, improving service quality, cleaning and outsourcing, through the "seven one" emphasizes the care of the staff and so on.

This article will conduct a research and analysis of Vanke Properties, a well-known property company in China, summarize its management process model, and study its advantages and disadvantages, so as to discover and summarize the current development advantages and problems of Vanke Properties and give them reasonable optimization suggestions.

Keywords: Vanke Service; management process; optimization  

                         目录

一、引言 1

（一）研究背景 1

（二）研究意义与目的 1

（三）文献综述 2

（四）研究内容 2

（五）研究方法 2

二、物业管理相关理论概述及其管理现状 3

（一）物业管理的概念 3

（二）物业管理的分类 4

（三）国内物业管理现状及问题 5

（四）国外与香港等地区物业管理的成功经验 5

三、万科物业管理流程研究 8

（一）万科物业简介 8

（二）万科物业管理流程 8

（三）万科物业管理模式 11

（四）万科物业管理流程不足之处 15