重慶旭輝房修標(biāo)準(zhǔn)化手冊(cè)

1、目錄一、一、旭輝（重慶事業(yè)部）工程保修管理流程旭輝（重慶事業(yè)部）工程保修管理流程................................................................51.目的...............................................................................................................

2、...........................52.適用范圍..................................................................................................................................53.術(shù)語及定義................................................

3、..............................................................................54.職責(zé)與權(quán)限..............................................................................................................................55.項(xiàng)目保修階

4、段一般操作規(guī)程....................................................................................................76.維修升級(jí)管理及預(yù)警機(jī)制：..................................................................................................

5、..87交付后設(shè)計(jì)缺陷整改工作流程.............................................................................................88.房屋保修扣款及支付流程................................................................................................

6、......99.接報(bào)作業(yè)流程圖........................................................................................................................910.附件..............................................................................

7、..........................................................910.1附件一：房修辦公室的配置標(biāo)準(zhǔn).................................................................................1010.2附件二：房修管理人員崗位職責(zé)..........................................

8、.......................................1110.3附件三：房屋保修協(xié)議.................................................................................................12附件1：授權(quán)委托書.........................................................

9、.............................................17附件2：報(bào)事處理時(shí)長(zhǎng)參考表......................................................................................18附件3：房屋維修成品保護(hù)方案..........................................................

10、........................19附件4：維修施工安全注意事項(xiàng)..................................................................................20附件5：房屋維修人員服務(wù)行為規(guī)范..........................................................................2110.4

11、附件四：新項(xiàng)目備品備件參考.....................................................................................2310.5附件五：保修期內(nèi)房屋維修管理作業(yè)指導(dǎo)書.............................................................2510.6附件六：房修相關(guān)表單....................

12、.............................................................................29房屋維修登記處理單房屋維修登記處理單.....................................................................................................30房屋委托申報(bào)單房屋委托申報(bào)單......

13、......................................................................................................31旭輝旭輝_______維修零星工程委托單維修零星工程委托單...............................................................................32旭輝旭輝__

14、____維修零星工程結(jié)算審批表維修零星工程結(jié)算審批表.........................................................................33旭輝旭輝_______維修工程量核定單維修工程量核定單...................................................................................34維修圖片一覽表

15、維修圖片一覽表............................................................................................................35維修整改通知單維修整改通知單.........................................................................................

16、...................36（公司）知會(huì)（公司）知會(huì)................................................................................................................37維修扣款知會(huì)維修扣款知會(huì).............................................................

17、...................................................38房屋保修扣款通知單房屋保修扣款通知單.....................................................................................................39房屋保修中心預(yù)警報(bào)告房屋保修中心預(yù)警報(bào)告..........................

18、.......................................................................40復(fù)驗(yàn)通知復(fù)驗(yàn)通知........................................................................................................................41iv.陽臺(tái)滲漏水陽臺(tái)滲漏水....

19、..........................................................................................................773、土建類土建類........................................................................................................

20、..............774、安裝類安裝類......................................................................................................................785、精裝類精裝類....................................................................

21、..................................................786、其他其他..........................................................................................................................78八、八、旭輝集團(tuán)精裝房返修現(xiàn)場(chǎng)成品保護(hù)標(biāo)準(zhǔn)旭輝集團(tuán)精裝房返修現(xiàn)場(chǎng)成品保護(hù)標(biāo)準(zhǔn)

22、..............................................................79九、九、集團(tuán)呼叫中心工作內(nèi)容介紹及工單系統(tǒng)操作規(guī)范集團(tuán)呼叫中心工作內(nèi)容介紹及工單系統(tǒng)操作規(guī)范...............................................85十、十、九、集團(tuán)九、集團(tuán)400工單系統(tǒng)外點(diǎn)端口使用操作指引工單系統(tǒng)外點(diǎn)端口使用操作指引..................

23、................................90十一、十一、電話呼入呼出技巧電話呼入呼出技巧................................................................................................1221、客服電話的接聽客服電話的接聽.................................................

24、...................................................1222、客服電話的呼出客服電話的呼出....................................................................................................1223、處理客戶問題的規(guī)范用語處理客戶問題的規(guī)范用語.......................

25、.............................................................1234、客戶溝通語言表達(dá)技巧客戶溝通語言表達(dá)技巧........................................................................................124十二、十二、禮儀與交談禮儀與交談...........................

26、.................................................................................126十三、十三、法規(guī)文件法規(guī)文件................................................................................................................1291、重慶市物業(yè)