物業管理服務品質管理與績效指標之建立

Service quality and key performance indicators for property management industry

近年來政府大力推動物業管理服務產業，藉由產官學對於物管議題日益深入的討論與研究，雖然不斷的彰顯了物管產業在建築生命週期管理中的重要性，以及經營業務在台灣市場上的遠大願景，但相對的也將存在已久的品質管理、業務與公司經營績效等問題重新呈現。讓物管業界不得不正視「服務品質」與「績效評量」制度化與標準化的改善議題。本論文以公寓大廈營運維護管理為研究範圍，致力於服務品質與績效評量的標準建立，提出有關公寓大廈之一般事務、維護修繕、環境衛生、財務管理、生活服務與商業支援等服務品質的關鍵作業流程，以及業務構面與經營構面的KPI （Key Performance Indicator）評量基準，期待能提供台灣物管產業在營運現況檢討與未來成長規劃之參考。

Recently, Taiwanese government has made efforts to promote the industry of property management service by conducting lots of profound research and discussion in conjunction with academy and enterprises. Although it continually highlights the important role of the property management service industry in the building life cycle and creates a great vision in this market, relatively, it also exposes the long-term problems about service quality and the managerial performance. It makes people in this field put more emphasis on the issue about how to institutionalize and standardize the estimation of the quality and performances and of their business. This essay is devoted to setting up a standard of service quality and managerial performance mainly focusing on the management and maintenance of condominiums. It will offer some essential procedure about the general building administration, security, maintenance, sanitation, finances, life service and external resources integration; moreover, it'll also contribute to the standards of estimating the KPI (Key Performance Indicator) in managerial and operational respects so that it can give references to the property management service industry to scrutinize the current situation and scheme out the expectation in the future.