The Gaps Model Applied Research In Property Service Enterprises Quality Management

Quality is the life of enterprise; property services enterprises not only need to provide high quality services, but also to do well in the first service. Property service should always focus on owners, Owner satisfaction is important scale of the property services business management. However, service is not easy to do well in the first time, this is because the defects in the quality of service model will seriously affect their quality of service that provided to owners. Service Potential Failure Mode and Effects Analysis (FMEA) can help property service enterprises to provide good service in the first time.This paper learn about the quality gaps model between domestic and foreign advanced theory and literature, and thus determine the entry point for the study and research ideas. First the paper study the basic theory of service quality, and the necessity of quality gap model applied in property service enterprise. Then, analysis failure mode in the process of property services, establishes property service quality gaps model, and suggests how to reduce the gaps between the owners. Finally propose FMEA methodology and indicators for property service companies.This paper proposed an empirical study on FMEA method. Residential property service management is a research object and conduct a FMEA failure mode and effects analysis of the Empirical Evidence. Selecting four aspects:parking service, equipment maintenance service, cleaning service and front desk service to make FMEA analysis. The success achieved by applying in property services enterprise provide strong evidence about feasibility of gaps model FMEA and reference for other enterprise to solve the failure problems.