【作者】 王刚；

【导师】 马士华；

【作者基本信息】 华中科技大学 ， 管理科学与工程， 2003， 博士

【摘要】 作为服务业的一个重要组成部分和房地产业的一个重要分支,物业管理在我国的出现是社会经济发展到一定水平的必然产物,是房地产投资、开发、建设、流通的自然延续,是房地产经济市场化和房屋商品化的必然结果。物业管理在我国出现的时间很短,在各个方面都存在着不足之处,特别是在理论研究方面显得尤为突出。这主要表现在:物业管理理论研究还处于局部“战术”研究阶段,还没有从总体“战略”的高度,即从“双赢”角度研究问题; 物业管理理论研究还处于由感性认知世界进入到理性认知世界的起步阶段,即“认识论”的初级阶段,缺乏成熟的、能够有效地指导实践的理论,即“认识论”的高级阶段,因此需要大量的理论研究成果来填补这个空白。本论文认为物业管理服务产品价值由两个部分组成,一个是经济效益,构成了物业管理服务产品的硬性价值,一个是非经济效益(包括社会效益、环境效益、顾客心理效益),构成了物业管理服务产品的软性价值。由于经济效益(或硬性价值)具有定量性质,非经济效益(或软性价值)具有定性性质,因此物业管理服务产品价值是一个灰色值。本论文还认为,对物业管理服务产品价值等式的研究,不应该将物业管理企业和顾客分开进行,而是应该充分考虑两者对物业管理服务产品价值的共同作用,完整地得到包括两者在内的物业管理服务产品价值等式。本论文在充分地考虑到物业管理企业同顾客的相互关系后,给出了物业管理服务产品价值等式的表达式。通过对供应链管理思想的有效借鉴和对比,本论文创造性地构建了“基于供应链管理思想的物业管理服务链”的管理系统和管理模型,并将物业管理服务链表述为:物业管理服务链是从顾客需求出发,围绕物业管理核心企业,通过对服务流、信息流、物流、资金流实行有效的控制,将顾客价值管理、服务流程管理、服务能力管理进行紧密集成,实现为顾客定制的物业管理服务产品达到“经济效益、社会效益、环境效益、顾客心理效益”的价值最大化,并将其送到顾客手中的一个完整的功能网链结构模式。另外,本论文利用灰色系统理论对物业管理服务产品价值进行了评估与决策,利用层次分析法对物业管理服务链进行了总体层次分析,所得结果完全一致。这说明了物业管理服务链管理系统具有充分的准确性和一定的实用性。更多还原

【Abstract】 PM (the Property Management) is an important component part of Service Trades and also an important branch of Real Estate Trades. That PM appears in China is the product of social economy development, and also the natural extending of real estate investment, exploiting, building and circulating. The time since PM appeared in China is quite short, there still exists many deficiencies, especially in theory studies. The main deficiencies can be described as the following: the PM theory studies are still at the stage of partial studies on tactics , not the overall studies on strategies, which study problems from the angle of win-win . PM theory studies are still at the starting point developing from the world of the perceptual cognition to the rational cognition. It’s the primary stage of cognition, which lacks a large number of theory studies ─directing to the advanced level of cognition ─to fill the gap. In the dissertation, PMSP (the property Management Service Products) value consists of two parts: one is economy effectiveness, which form the hard value of PMSP; the other is non-economy achievements (including social achievements, environment achievements, customer psychology achievements), which forms the soft value of PMSP. PMSP value is a Grey Value, because economy effectiveness (or hard value) is of quantitative character while non-economy achievements (or soft value) is of qualitative character. Furthermore, studies on PMSP value equality should fully take PM enterprises and customers into consideration and then get the PMSP value equality, the two factors should not be separated. The PMSP value equality is also given after a comprehensive consideration of the relationship between PM enterprises and customers. The management system and model based on SCM is originally set up by the reference and comparison with SCM. In addition, proceeding from customer needs, centering on PM core enterprises, the integrated PMSC is a comprehensive functional chain structure model, whose purpose is to realize the maximum value of economy effectiveness, social achievements, environment achievements and customer psychology achievements designed for customers, through the effective control over service movement, information movement, logistics and fund movement, and through the close integrating of Customer Value Management (CVM), Service Process Management (SPM), and Service Engine Management (SEM). Finally, the Grey System is applied to evaluate and decide PMSP value; the Analytic Hierarchy Process is also applied to analyze PMSC in all its aspects. The results are totally identical, which prove the accuracy and practice of PMSC Management System.更多还原