房地产住宅项目质量管理模式与方法研究
发布时间：2019-02-18 08:03
【摘要】：目前中国房地产行业竞争进一步加剧，人们对住宅质量也提出了更高要求。房地产住宅项目量大价高，其质量影响着百姓的生活，影响着社会的和谐稳定，也关系着房地产企业的发展与生存。我国虽然已经产生了许多建筑工程项目质量管理方面的研究成果，积累了大量的管理经验,但随着经济和社会环境的变化，这些研究成果不能完全适应目前形势的发展，对指导目前房地产项目质量管理缺乏时效性，相当一部分项目管理模式和方法与当前环境不匹配，造成质量不稳定、客户不满意，质量问题成为历年来投诉的热点。 本文基于质量管理的基本理论和理念，，以最大程度地在建筑产品和服务中体现顾客需求、提升顾客的满意度和忠诚度为原则，对房地产住宅项目质量管理体系的搭建、前期策划、设计、施工、售后服务等各阶段的质量管理模式和方法进行了研究，重点论述了客户满意度调查数据在前期策划中的应用、并行工程在设计阶段的应用、样板引路、质量通病防治、工程巡检、分户验收以及客户投诉服务质量的管理等。 最后，对本研究的创新点进行了提炼，站在开发商的的角度、围绕房地产住宅项目的全寿命周期、以全面质量管理思想为理论基础，对全过程、各阶段的质量控制模式和方法进行了研究。提出了在前期策划中对客户满意度调查数据的应用和对客户接触点的发现和挖掘。本研究成果以期对房地产项目质量管理实践有参考价值。
[Abstract]:At present, China's real estate industry competition further intensified, people also put forward higher requirements for the quality of housing. The quantity of real estate housing project is large and the price is high, its quality affects the people's life, the social harmony and stability, and the development and survival of the real estate enterprise. Although our country has produced many research results in quality management of construction projects and accumulated a lot of management experience, but with the change of economic and social environment, these research results can not fully adapt to the development of the current situation. There is a lack of timeliness in guiding the quality management of real estate projects at present, and quite a number of project management models and methods do not match with the current environment, resulting in unstable quality, unsatisfactory customers, and quality problems have become the hot spot of complaints over the years. Based on the basic theory and concept of quality management, this paper sets up a quality management system for real estate housing projects, based on the principle of maximizing customer demand in building products and services, and enhancing customer satisfaction and loyalty. In this paper, the quality management models and methods of pre-planning, design, construction and after-sales service are studied. The application of customer satisfaction survey data in pre-planning, the application of concurrent engineering in the design stage, and the model guide are discussed. Quality prevention and cure, engineering inspection, household acceptance and customer complaint service quality management. Finally, the innovation of this study is refined, standing in the perspective of developers, around the life cycle of real estate housing projects, with the total quality management as the theoretical basis, the whole process, The models and methods of quality control in each stage were studied. The application of customer satisfaction survey data and the discovery and mining of customer contact point are put forward. The results of this study are expected to be of reference value to the practice of real estate project quality management.
【学位授予单位】：天津大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：TU712.3;F299.23
本文编号：2425645
[Abstract]:At present, China's real estate industry competition further intensified, people also put forward higher requirements for the quality of housing. The quantity of real estate housing project is large and the price is high, its quality affects the people's life, the social harmony and stability, and the development and survival of the real estate enterprise. Although our country has produced many research results in quality management of construction projects and accumulated a lot of management experience, but with the change of economic and social environment, these research results can not fully adapt to the development of the current situation. There is a lack of timeliness in guiding the quality management of real estate projects at present, and quite a number of project management models and methods do not match with the current environment, resulting in unstable quality, unsatisfactory customers, and quality problems have become the hot spot of complaints over the years. Based on the basic theory and concept of quality management, this paper sets up a quality management system for real estate housing projects, based on the principle of maximizing customer demand in building products and services, and enhancing customer satisfaction and loyalty. In this paper, the quality management models and methods of pre-planning, design, construction and after-sales service are studied. The application of customer satisfaction survey data in pre-planning, the application of concurrent engineering in the design stage, and the model guide are discussed. Quality prevention and cure, engineering inspection, household acceptance and customer complaint service quality management. Finally, the innovation of this study is refined, standing in the perspective of developers, around the life cycle of real estate housing projects, with the total quality management as the theoretical basis, the whole process, The models and methods of quality control in each stage were studied. The application of customer satisfaction survey data and the discovery and mining of customer contact point are put forward. The results of this study are expected to be of reference value to the practice of real estate project quality management.
【学位授予单位】：天津大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：TU712.3;F299.23
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