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建筑领域                                                                                                                   建筑领域
       Scope of Construction                                                                                                  Scope of Construction

       地产领域                                                                                                                   地产领域
       Scope of Real Estate                                                                                                   Scope of Real Estate




                     安心购房                                                                                                                   物业服务管理平台                                      Property Service Management Platform
                                                                                                                                                                                              Our objective is to improve our customer satisfaction
                        咱们主动向客户披露项目信息,保障合同的公平                                                                                                  咱们以持续提升客户满意度为目标,不断完善物
                                                                                                                                                                                          rate and regularly improve our property service management
                     制定与实行,全力保护客户信息安全,努力让客户在购                                                                                               业服务管理体系,健全物业服务管理制度,提高工作                       platform to provide a sound property service management
                     房中享受到尊贵、专业、细致的服务。                                                                                                      人员服务意识与能力,加强社区沟通与民主建设,为高                      system. We also work hard to improve employees’ awareness
                                                                                                                                                                                          and to strengthen our communication with communities and
                        咱们主动向客户提供透明、清晰的项目信息,严                                                                                               品质的物业服务打造支撑平台。                                have constructed a democratic support platform to ensure
                     格落实《项目及周边不利因素提示工作指引》,强制性                                                                                                                                             high-quality property services.

                     地向客户公示项目及周边不利因素;加强广告宣传材
                     料内容的审核。2012 年,广告合规率 100%。
                                                                                                                                                                          设立物业服务培训中心,宣贯物业管理手册、开展常识竞赛活动,全力打造专业化的物业管理经
                        咱们颁布合同示范文本,明确合同结构与内容;                                                                                                                             营团队。2012年,管理人员持证上岗率100% ;特种作业人员持证上岗率100%
                                                                                                                                                                          Establishing property services training centers, publicizing our property management manual, and
                     建立合同评审机制,重点审核协议条款表述、合同附件、                                                                                                                            conducting property knowledge contests to build a professional property management team. In 2012, 100%
                                                                                                                                                                          of our management and operations staff had qualified certificates
                     附图等内容;为客户提供专业资料以供了解房屋建筑                                                                                                                              推进质量、环境、职业健康安全等三个管理体系整合,颁布一体化管理手册及程序文件;完善管
                                                                                                                                                                          理手册,明确职能部门管理职责;颁布写字楼、别墅、普通住宅三业态管理手册
                     专业常识,设置专人为客户解答签订合同过程中的疑                                                                                                                              Promoting the integration of our quality, environment, and occupational health and safety management
                                                                   向客户先容购房信息                                                                          物业服务                systems, and promulgating the manual and procedures of our integrated management; perfecting the
                                                                   Introducing house-purchase information to customers                                                    management manual and clearing all functional management responsibilities; releasing management
                     问,全力保护客户合法权益。                                                                                                                    管理平台                manuals for office buildings, villas and common homes
                                                                                                                                                    Property Service      制定并落实客户沟通管理办法,设立服务热线、网络论坛、意见箱,开展特约服务回访、社区学问
                                                                                                                                                     Management           活动,方便社区与客户、客户与客户之间的沟通
                     Purchase House Peacefully                                                                                                         Platform           Formulating and implementing customer communication management regulations, setting up a service
                                                                                                                                                                          hotline, online forums, and suggestion boxes; carrying out special follow-up services, and community
                         At CSCEC we actively disclose information about our   how we inspect advertising materials. In 2012, we had a 100%                               cultural activities to facilitate communication between communities and customers
                     projects to customers to ensure that our contracts are fulfilled   advertising compliance rate.                                                      每年按合同约定收取相关服务项目费用,公布收取标准;与项目所在地街道或乡镇政府等相关部
                     and to protect the safety of customer information. We do this   We have released a contract template so that all contracts                           门沟通,推进业主委员会的成立
                                                                                                                                                                          Charging only for annual related services in accordance with the contracts, and releasing the service
                     so that our customers can enjoy our respected, professional   are structured with clear content and have established a                               charge; communicating with communities and township governments at the project site, and promoting
                                                                                                                                                                          the establishment of a proprietors’ committee
                     and meticulous services when purchasing homes.  contract review mechanism to review the articles, attachment,
                         We have taken the initiative to provide customers   and drawing elements of the contract. We provide customers
                     with transparent and clear information about our projects   with professional information so that they better understand
                     and have implemented the Working Guidelines on Noticing   the details of housing and building, and have assigned staff to
                     Unfavorable Factors Relating to a Project or Its Surrounding   answer any questions before the signing of contracts. We do   提供差异化、个性化服务                             Providing Differentiated Services
                     Environment to better inform them. We are also strengthened   this to protect their legitimate rights and interests.       咱们依据客户的不同需求,提供差异化、个性化                         Based on the needs of our customers, we provide
                                                                                                                                                                                          differentiated services to  meet their property services
                                                                                                                                            的服务,持续满足常规物业服务需求,积极探索客户                       demands. We also actively evaluate their needs and strive to
                                                                                                                                            潜在需求,努力为客户提供物业增值服务。                           provide value-added services.
                       案例:房证一起交接                                                                                                                                                              We have taken the initiative to provide customers with
                                                                                                                                                咱们主动向客户提供房屋使用信息,明确危险源、                    information about the use of houses, and regularly clear all
                          安全信誉好的网投赌博地产在安全信誉好的网投赌博组建 30 周年之际,积极推                  The approach achieved a triple-win effect with  “a highly-               危险处所,配备安全设施及保安人员,全力保障客户                       sources of danger by installing safety facilities and arranging
                       进潍坊安全信誉好的网投赌博 ·大观天下项目房证一起交接,即客户                     efficient government, an honest enterprise and satisfied                                                               security personnel to protect customer health and safety.
                                                                   owners”. The project was widely accepted by the markets                  的健康安全。                                            We have established a three-dimensional property
                       在接房当日就拿到所购房屋的房产证,成为潍坊首                      and owners.
                                                                                                                                                咱们构建立体式物业管理服务体系,为客户提供                     management service system that not only provides customers
                       家“房证一起交接”的房地产开发企业,实现了“政                                                                                                                                            with basic office services, convenient support services,
                                                                                                                                            基础办公、便利支援、资讯等基础性服务,还为客户提
                       府高效、企业诚信、业主满意”的三赢效果,获得了                                                                                                                                            information services and other basic services but also gives
                                                                                                                                            供物业顾问咨询、物业资产经营等增值服务,满足客户                      them value-added services such as property consulting and
                       市场和业主的广泛认可。                                                                                                                                                        property asset management services. These services meet the
                                                                                                                                            的家居生活基本需求与高层次需求。
                                                                                                                                                                                          basic and high-level demands of home life.
                       Case Study: Dual Delivery — Homes and Ownership Certificates
                          To celebrate the 30th anniversary of CSCEC, CSC Land
                       Group promoted the dual delivery of the Zhonjian Grand
                       World project in Weifang. The project allows customers to
                       obtain a house and its ownership certificate on the same
                       day. The company is the first real estate development
                       enterprise to offer this dual delivery service in Weifang.   央视报道“房证一起交接”
                                                                   “Dual Delivery” was reported by CCTV



                     舒心住房                                          Living Comfortably
                        咱们以坦诚的态度、专业的精神、真诚的沟通,持                        Drawing on our open attitude, professional spirit, and
                                                                   sincere communication, we continue to improve our property
                     续完善专业化物业服务管理平台,全心为客户提供常                       service management platform by offering customers value-                 西安中海华庭项目物业服务中心为客户提供全方位的服务
                     规服务、增值服务。                                     added services.                                                          In 2012, Xi’an Zhonghai Mansion was recognized as a 2011 National Property Management Demonstration Residential Area.

         44  拓展幸福空间·Expanding a happy living environment                                                                                                                                                拓展幸福空间·Expanding a happy living environment  45
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