知识管理视角下物业服务企业危机管理能力提升机理研究
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摘要
自从20世纪80年代从香港地区引入物业管理模式以来,经过三十多年的探索与实践,我国物业管理行业得到了长足的发展。今天,对于绝大多数城镇居民来说,物业管理已成为一种生活、居住的必需商品和服务,人们期待着这一商品能够更好、更实惠、更到位。面对巨大的市场需求,物业服务企业面临着巨大的发展契机,具有广阔的发展前景。然而,物业服务企业在快速发展的过程中仍然存在着许多问题,物业企业提供的服务往往不能让业主满意。大多数业主认为物业企业的员工整体素质不高、物业企业所收取的物业费与其提供的服务质量不成正比,这就为物业服务企业物业纠纷、物业危机的发生埋下了种子。而企业一旦对危机处理不善,将对企业的生存发展带来重大的影响。据现有研究成果,知识管理对于企业的危机管理能力的提高具有重要意义,而物业服务行业又是一个对知识面要求很高的行业。因此,探讨知识管理、组织学习背景下物业服务企业危机管理能力提升的机理模型对于物业服务企业危机管理就显得非常必要。
本文选取浙江本土的三家物业服务企业,即绿城物业翡翠城管理处、东海物业未名园管理处、钱塘物业清雅苑管理处,进行整体性多案例研究。通过严格的案例研究过程,剖析三家物业服务企业对应对物业危机的知识管理、组织学习、危机管理过程,进而探究出物业服务企业危机管理能力提升机理模型,通过跨案例分析比较出物业服务企业知识管理与危机管理的关联性,同时总结出物业服务企业成功处理物业危机的关键环节。通过案例研究,本文得出以下结论:
第一,物业服务企业成功处理危机,减少物业纠纷,降低企业发生危机的关键环节。在危机管理过程应注意的关键环节分为危机事前管理、危机事中管理、危机事后管理三个环节,其中物业服务企业危机事前管理应注重企业危机意识教育、企业危机的知识学习及建立专门的危机管理团队;物业服务企业危机事中管理应注意分析危机发生的小区业主群体特征并在危机处理时考虑危机事件及其业主群体特征,有针对地进行危机处理,企业高层的重视,注重与危机相关业主的沟通与交流,运用媒体管理等手段恢复企业形象;事后管理方面物业服务企业应注重对危机事件经验教训的深入总结,并对危机暴露的企业管理缺陷进行改进。
第二,物业服务企业知识管理与企业危机管理的关联性。知识管理与物业服务企业的企业危机管理具有很强的关联性。物业服务企业知识管理做得越好,企业危机知识库存量越高,员工的相关危机处理素质越高,企业应对危机管理能力就越强。
第三,物业服务企业危机管理能力提升机理模型。在危机处理过程中物业企业应首先明确危机事件的原因、影响及相关的小区业主的群体特征,并据此有针对性地开展危机知识获取、知识积累、知识交流、知识共享与知识外化一系列危机知识管理活动及相应的组织学习,从而得出了成功危机应对的处理措施,提升了企业危机的应对经验;在危机事件处理成功后,物业企业通过反思、总结发现企业同时研究总结危机中暴露出的企业管理缺陷,通过与前一阶段一致的相应知识管理、组织学习活动改进了物业企业的服务质量竞争力,提升了物业企业的危机知识库,提升了物业服务企业危机管理能力。物业企业在日常的管理工作中,应努力建设适应知识管理的企业文化建设,注重员工的学习意识,分享意识,危机意识,加大对企业组织学习的投入力度,改进企业知识获取、知识转移与知识共享机制;
Property Management mode has been introduced from Hongkong for more than thirty years. After years of exploration, the property management industry achieves great development. Today, for the majority of urban dwellers, Property Management has become an essential service for daily life, People are looking forward to more affordable and convenient property service. Due to the huge market demand, there are tremendous opportunities for the property service enterprises. However, in the progress of rapid development, these enterprises still face many problems, and the services could not meet most of the owners’satisfaction. The majority of owners think that the quality of the staff who works in these enterprises is not high. and the charge they paid is not worth. These factors may lead to dispute in the future. If the enterprise’s crisis management ability is not good enough, this would have bad influence on the development of the enterprise. According to the survey, knowledge management is important for enterprises’crisis management ability, and property service industry requires high level of knowledge. Therefore, it’s very necessary for the enterprises to explore the property service enterprises’crisis management ability mechanism model in the background of knowledge management and Organizational learning.
This paper uses multiple case studies and selects three property service enterprises in Zhejiang: Greentown Property Management Office, Emerald City of East China Sea Property Management Office and Qian Tang Lake Park Property Management Office of the Qingya Court. Though rigorously process of case study, this research focus on the process of how the enterprises deal with the property crisis knowledge management, organizational learning and crisis management. A promoting the ability of crisis management mechanism model for realty service enterprise is the result of the analysis. Through the comparison of the property service enterprise knowledge management and crisis management association, this paper also summarized the successful key points of property service enterprises to deal with the property crisis.
Through case study, this research got the following conclusions:
First, there are some the key points of realty service enterprise to handle crisis successfully and reduce property disputes. In the process of crisis management, we should pay attention to the preparatiofor crisis management, the process of crisis management and the Post-crisis. Management. We should pay attention to the crisis consciousness education, enterprise crisis knowledge learning and establish a perfect system of crisis management. In the process of crisis management we should mainly focus on improving top managers’attention and rapid response to crisis. Mean while, it’s also necessary to communicate with owners. The media management is helpful to recover the enterprise image. In Post-crisis Management we should pay great attention to summary the experience of the crisis and take measures for improvement.
Second, the realty service enterprise knowledge management has great association with enterprise crisis management. The better the realty service enterprise’s knowledge management is, the higher level the staff ability to deal with crisis owns, At the same time, the enterprise has strong ability to cope with crisis.
Third, this paper concluded the mechanism model of the realty service enterprise’s ability to promote crisis management.the mechanism is in the process of crises, the company should be clear about the cause and the influence of the event and the group characteristic of the owners. Basing on these facts, the company can take relevant measures. The enterprise should summary the defects that the crisis exposed. Through continues organizational learning and knowledge management, it will enhance the construction of the crisis knowledge database. Therefore, this database, which aims to improve the ability of crisis management, can provide knowledge support for realty service enterprise. According to the knowledge management, the realty service enterprise should make great effort to culture construction. The awareness of learning, sharing and crisis consciousness can not be missed,, The company should also devoted more effort to organizational learning, and improve the mechanism of knowledge acquisition, transfer and sharing.
本文选取浙江本土的三家物业服务企业,即绿城物业翡翠城管理处、东海物业未名园管理处、钱塘物业清雅苑管理处,进行整体性多案例研究。通过严格的案例研究过程,剖析三家物业服务企业对应对物业危机的知识管理、组织学习、危机管理过程,进而探究出物业服务企业危机管理能力提升机理模型,通过跨案例分析比较出物业服务企业知识管理与危机管理的关联性,同时总结出物业服务企业成功处理物业危机的关键环节。通过案例研究,本文得出以下结论:
第一,物业服务企业成功处理危机,减少物业纠纷,降低企业发生危机的关键环节。在危机管理过程应注意的关键环节分为危机事前管理、危机事中管理、危机事后管理三个环节,其中物业服务企业危机事前管理应注重企业危机意识教育、企业危机的知识学习及建立专门的危机管理团队;物业服务企业危机事中管理应注意分析危机发生的小区业主群体特征并在危机处理时考虑危机事件及其业主群体特征,有针对地进行危机处理,企业高层的重视,注重与危机相关业主的沟通与交流,运用媒体管理等手段恢复企业形象;事后管理方面物业服务企业应注重对危机事件经验教训的深入总结,并对危机暴露的企业管理缺陷进行改进。
第二,物业服务企业知识管理与企业危机管理的关联性。知识管理与物业服务企业的企业危机管理具有很强的关联性。物业服务企业知识管理做得越好,企业危机知识库存量越高,员工的相关危机处理素质越高,企业应对危机管理能力就越强。
第三,物业服务企业危机管理能力提升机理模型。在危机处理过程中物业企业应首先明确危机事件的原因、影响及相关的小区业主的群体特征,并据此有针对性地开展危机知识获取、知识积累、知识交流、知识共享与知识外化一系列危机知识管理活动及相应的组织学习,从而得出了成功危机应对的处理措施,提升了企业危机的应对经验;在危机事件处理成功后,物业企业通过反思、总结发现企业同时研究总结危机中暴露出的企业管理缺陷,通过与前一阶段一致的相应知识管理、组织学习活动改进了物业企业的服务质量竞争力,提升了物业企业的危机知识库,提升了物业服务企业危机管理能力。物业企业在日常的管理工作中,应努力建设适应知识管理的企业文化建设,注重员工的学习意识,分享意识,危机意识,加大对企业组织学习的投入力度,改进企业知识获取、知识转移与知识共享机制;
Property Management mode has been introduced from Hongkong for more than thirty years. After years of exploration, the property management industry achieves great development. Today, for the majority of urban dwellers, Property Management has become an essential service for daily life, People are looking forward to more affordable and convenient property service. Due to the huge market demand, there are tremendous opportunities for the property service enterprises. However, in the progress of rapid development, these enterprises still face many problems, and the services could not meet most of the owners’satisfaction. The majority of owners think that the quality of the staff who works in these enterprises is not high. and the charge they paid is not worth. These factors may lead to dispute in the future. If the enterprise’s crisis management ability is not good enough, this would have bad influence on the development of the enterprise. According to the survey, knowledge management is important for enterprises’crisis management ability, and property service industry requires high level of knowledge. Therefore, it’s very necessary for the enterprises to explore the property service enterprises’crisis management ability mechanism model in the background of knowledge management and Organizational learning.
This paper uses multiple case studies and selects three property service enterprises in Zhejiang: Greentown Property Management Office, Emerald City of East China Sea Property Management Office and Qian Tang Lake Park Property Management Office of the Qingya Court. Though rigorously process of case study, this research focus on the process of how the enterprises deal with the property crisis knowledge management, organizational learning and crisis management. A promoting the ability of crisis management mechanism model for realty service enterprise is the result of the analysis. Through the comparison of the property service enterprise knowledge management and crisis management association, this paper also summarized the successful key points of property service enterprises to deal with the property crisis.
Through case study, this research got the following conclusions:
First, there are some the key points of realty service enterprise to handle crisis successfully and reduce property disputes. In the process of crisis management, we should pay attention to the preparatiofor crisis management, the process of crisis management and the Post-crisis. Management. We should pay attention to the crisis consciousness education, enterprise crisis knowledge learning and establish a perfect system of crisis management. In the process of crisis management we should mainly focus on improving top managers’attention and rapid response to crisis. Mean while, it’s also necessary to communicate with owners. The media management is helpful to recover the enterprise image. In Post-crisis Management we should pay great attention to summary the experience of the crisis and take measures for improvement.
Second, the realty service enterprise knowledge management has great association with enterprise crisis management. The better the realty service enterprise’s knowledge management is, the higher level the staff ability to deal with crisis owns, At the same time, the enterprise has strong ability to cope with crisis.
Third, this paper concluded the mechanism model of the realty service enterprise’s ability to promote crisis management.the mechanism is in the process of crises, the company should be clear about the cause and the influence of the event and the group characteristic of the owners. Basing on these facts, the company can take relevant measures. The enterprise should summary the defects that the crisis exposed. Through continues organizational learning and knowledge management, it will enhance the construction of the crisis knowledge database. Therefore, this database, which aims to improve the ability of crisis management, can provide knowledge support for realty service enterprise. According to the knowledge management, the realty service enterprise should make great effort to culture construction. The awareness of learning, sharing and crisis consciousness can not be missed,, The company should also devoted more effort to organizational learning, and improve the mechanism of knowledge acquisition, transfer and sharing.
引文
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①李晓翔、谢阳群,危机管理本质:从系统的角度,情报杂志,2006,(11): 25-27.
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①汪克强、古继宝,企业知识管理,北京,中国科学技术大学出版社,2005:141
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