2015 年，李克强总理在政府工作报告中首次提出“互联网+”行动计划，提 出要将互联网的创新成果深度融合于经济社会各领域之中，提升实体经济的创 新力和生产力，形成更广泛的以互联网为基础设施和实现工具的经济发展新形 态。其实在“互联网+”计划提出之前，信息技术大潮已经席卷各行各业。不论 是传统实体经济还是新兴朝阳产业，各类企业都在创业发展的过程中积极尝试 运用信息化工具实施管理，以期实现低成本、高效率的理想局面。物业服务行 业也是如此。 物业服务行业作为房地产业发展的重要组成部分，近年来借力房地产市场 的繁荣，在容量、收入规模及管理面积等方面获得持续较快增长，与此同时客 户对物业服务的质量预期也越来越高，物业服务企业面临着“提高服务质量” 和“控制降低成本”的双重压力，必须寻找行之有道的解决方案。 论文以位于厦门的国有 T 物业公司为研究对象，通过文献研究法、调查法 和理论与实践相结合的方法，分析该公司现阶段的信息化应用存在的问题和需 求，结合经营需要及以往的信息化系统实施情况，融入如今的“互联网+”思维， 制定了一个对公司原有信息化系统优化的方案并加以实施，在逐步推行和实施 一阶段后，剖析信息化系统优化后的阶段性成果，以及对 T 物业公司提升管理 能力、提高服务质量方面起到的积极作用，进一步思考信息化实施的改进方向 和未来将加强应用程度的方向，为物业服务行业其他企业探索信息化体系建设 提供参考借鉴。本文的主要研究结论为：第一、T 物业公司对信息化进行优化后， 有效地节约人工成本，提高管理效率，提升管理水平，为公司的标准化服务、 流程化服务、个性化服务建设提供了技术支持，奠定了坚实的可持续发展基础。 第二、T 物业公司应用“互联网+”的思维搭建与业主交流的平台，加强沟通， 提升业主的满意率，创造物业服务企业与客户共赢的局面。第三、物业服务企 业要充分利用信息化系统，构建完整的信息化平台，借助大数据的分析和平台 共享，与其他相关产业有效链接，提高决策的精准度和服务的个性化程度，借 助智能化手段，建设智慧社区，提供智慧物业服务。 关键词：物业服务 信息化系统 管理水平II Abstract In 2015, premier Li Keqiang put forward Internet + plan of action in the government work report for the first time, he put forward to fuse the innovation of the Internet to the economic society in various fields deeply, promote the innovation and productivity of the real economy, to make the formation of a wider range of internet-based facility and realize the economic development of tools for new form. In fact, before the Internet + plan was proposed, the tide of information technology had swept all industries. No matter traditional real economy or emerging sunrise industry, all kinds of enterprises try to use information tools to implement management in the process of entrepreneurial development actively, so as to achieve the ideal situation of low cost and high efficiency. The same goes for property management. As an important part of the real estate industry development, property management industry share the prosperity of the real estate market in terms of capacity, income， scale and management area of sustainable and rapid growth in recent years, same time the owner’s expectations about the quality of the property management service is becoming more and more high, property management enterprises face the dual pressure improve the quality of service and control to reduce the cost, they must search for the feasible solution. This paper takes a state-owned T property company in Xiamen as the research object,try to analyze of the company's current informationization application problems and needs through literature research, questionnaire and the method of combining theory，depend on the needs of its business and the previous information system implementation in today's Internet + thinking, the company established a plan based on the original information system optimization scheme and implement, after gradually introduce and implement a stage,the company analyzes the achievements of the optimized informatization system include the management ability improvement and playing a positive role in helping improve the quality ofIII service, further thinking on the improvement direction of informatization implementation and the direction of strengthening the application degree in the future，to provide reference for other enterprises in the property service industry to explore the construction of informatization system.The main research conclusions of this paper are as follows: first, after the optimization of informatization by T property company, it can effectively save labor cost, improve management efficiency and improve management level, providing technical support for the construction of standardized service, process service and personalized service, laying a solid foundation for sustainable development. Second, T property management company uesd the Internet + thinking to build a platform for communication with the owners, improve the satisfaction rate of the owners through strengthen communication,create a win-win situation for the property services enterprises and customers. Third, property service enterprises should make full use of the information system, build a complete information platform,effectively link with other related industries with the help of big data analysis and platform sharing,improve the accuracy of decision-making and the degree of personalized service,construct smart community and provide smart property services with the help of intelligent means. Key words: the property management the information system the management levelV 目录 第 1 章 引言...............................................................................................................1 1.1 研究背景...........................................................................................................1 1.1.1 理论背景....................................................................................................1 1.1.2 政策背景....................................................................................................2 1.1.3 实践背景....................................................................................................3 1.2 研究的意义.......................................................................................................4 1.3 文献综述...........................................................................................................4 1.4 研究的内容.......................................................................................................7 1.5 研究的方法.......................................................................................................8 1.5.1 文献研究法................................................................................................8 1.5.2 调查法........................................................................................................8 1.5.3 比较分析法................................................................................................8 1.6 研究思路...........................................................................................................8 1.7 研究框架...........................................................................................................9 第 2 章 相关概念与理论基础.................................................................................11 2.1 相关概念.........................................................................................................11 2.1.1 智慧社区概念..........................................................................................11 2.1.2 物联网概念..............................................................................................11 2.2 理论基础.........................................................................................................11 2.2.1 物业服务理论..........................................................................................11 2.2.2 信息化管理理论......................................................................................13 2.2.3 企业管理基本理论..................................................................................14 2.2.4 绩效管理理论..........................................................................................15 2.3 本章小结.........................................................................................................15 第 3 章 T 物业公司信息化系统存在的问题..........................................................16 3.1 T 物业公司概况 .............................................................................................16 3.2 T 物业公司经营现状 .....................................................................................17VI 3.3 T 物业公司信息化系统应用现状分析 .........................................................18 3.4 T 物业公司信息化系统存在问题和需求分析 .............................................19 3.4.1 存在问题..................................................................................................19 3.4.2 信息化系统优化需求调查......................................................................21 3.4.3 信息化系统优化需求分析......................................................................23 3.5 本章小结.........................................................................................................24 第 4 章 T 物业公司信息化系统的优化..................................................................26 4.1 信息化系统的优化目标.................................................................................26 4.1.1 提升物业服务水平..................................................................................26 4.1.2 加强信息交流与信息共享......................................................................26 4.1.3 提高与客户之间的粘合度......................................................................26 4.1.4 提高服务的便利性..................................................................................27 4.1.5 实现增值服务的增长..............................................................................27 4.1.6 提高核心竞争力......................................................................................27 4.2 信息化系统的优化方案.................................................................................27 4.2.1 优化方案的整体规划..............................................................................27 4.2.2 优化方案的设计原则..............................................................................28 4.2.3 实施方案..................................................................................................28 4.3 信息化系统优化的实施步骤.........................................................................31 4.3.1 组建信息化系统优化实施领导小组......................................................31 4.3.2 调整组织架构..........................................................................................31 4.3.3 修改部分制度..........................................................................................32 4.3.4 队伍建设..................................................................................................35 4.3.5 完善原有的信息化系统功能..................................................................36 4.3.6 同步推进相关系统..................................................................................37 4.4 本章小结.........................................................................................................41 第 5 章 T 物业公司信息化系统优化的初步效果..................................................42 5.1 信息化系统优化的阶段性成果.....................................................................42 5.1.1 办公费用稳步降低..................................................................................42 5.1.2 劳动生产率明显提高..............................................................................42VII 5.1.3 人工成本逐年减少..................................................................................43 5.1.4 员工培训效果有效提高..........................................................................43 5.1.5 人员流动性减少......................................................................................44 5.1.6 收费率逐年上涨......................................................................................44 5.1.7 客户关系得到改善..................................................................................45 5.2 信息化系统优化目前对企业的帮助.............................................................45 5.2.1 经济效益逐步显现..................................................................................45 5.2.2 服务质量得到提高..................................................................................46 5.2.3 管理水平有所提升..................................................................................47 5.2.4 客户满意率有效提高..............................................................................47 5.3 信息化系统优化后与行业先驱者的比较.....................................................47 5.3.1 彩生活集团的信息化系统......................................................................48 5.3.2 长城物业的信息化系统..........................................................................48 5.3.3 万科物业的信息化系统..........................................................................48 5.3.4 T 物业公司与以上企业的差异之处.......................................................48 5.3.5 启示..........................................................................................................49 5.4 信息化系统优化实施未来的改进方向.........................................................50 5.4.1 加强培训提高意识..................................................................................50 5.4.2 加强沟通保证实施..................................................................................50 5.4.3 加强流程梳理..........................................................................................50 5.4.4 提高数据利用率......................................................................................51 5.4.5 获取并满足客户需求..............................................................................51 5.4.6 加大智能化在设施设备和安全方面的应用程度..................................51 5.5 本章小结.........................................................................................................52 第 6 章 结论.............................................................................................................53 6.1 研究结论.........................................................................................................53 6.2 研究特色及创新.............................................................................................53 6.3 研究不足与展望.............................................................................................54