【摘要】：目前中國房地產(chǎn)行業(yè)競爭進(jìn)一步加劇，人們對住宅質(zhì)量也提出了更高要求。房地產(chǎn)住宅項目量大價高，其質(zhì)量影響著百姓的生活，影響著社會的和諧穩(wěn)定，也關(guān)系著房地產(chǎn)企業(yè)的發(fā)展與生存。我國雖然已經(jīng)產(chǎn)生了許多建筑工程項目質(zhì)量管理方面的研究成果，積累了大量的管理經(jīng)驗(yàn),但隨著經(jīng)濟(jì)和社會環(huán)境的變化，這些研究成果不能完全適應(yīng)目前形勢的發(fā)展，對指導(dǎo)目前房地產(chǎn)項目質(zhì)量管理缺乏時效性，相當(dāng)一部分項目管理模式和方法與當(dāng)前環(huán)境不匹配，造成質(zhì)量不穩(wěn)定、客戶不滿意，質(zhì)量問題成為歷年來投訴的熱點(diǎn)。 本文基于質(zhì)量管理的基本理論和理念，，以最大程度地在建筑產(chǎn)品和服務(wù)中體現(xiàn)顧客需求、提升顧客的滿意度和忠誠度為原則，對房地產(chǎn)住宅項目質(zhì)量管理體系的搭建、前期策劃、設(shè)計、施工、售后服務(wù)等各階段的質(zhì)量管理模式和方法進(jìn)行了研究，重點(diǎn)論述了客戶滿意度調(diào)查數(shù)據(jù)在前期策劃中的應(yīng)用、并行工程在設(shè)計階段的應(yīng)用、樣板引路、質(zhì)量通病防治、工程巡檢、分戶驗(yàn)收以及客戶投訴服務(wù)質(zhì)量的管理等。 最后，對本研究的創(chuàng)新點(diǎn)進(jìn)行了提煉，站在開發(fā)商的的角度、圍繞房地產(chǎn)住宅項目的全壽命周期、以全面質(zhì)量管理思想為理論基礎(chǔ)，對全過程、各階段的質(zhì)量控制模式和方法進(jìn)行了研究。提出了在前期策劃中對客戶滿意度調(diào)查數(shù)據(jù)的應(yīng)用和對客戶接觸點(diǎn)的發(fā)現(xiàn)和挖掘。本研究成果以期對房地產(chǎn)項目質(zhì)量管理實(shí)踐有參考價值。
[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.
【學(xué)位授予單位】：天津大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2013
【分類號】：TU712.3;F299.23

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