编号：时间：2021年x月x日书山有路勤为径，学海无涯苦作舟页码：第PAGE36页共NUMPAGES36页第PAGE\*MERGEFORMAT36页共NUMPAGES\*MERGEFORMAT36页办公楼物业管理服务规范OfficeBuildingPropertyManagementServiceCriterion目次前言............................................III1范围.........................................12规范性引用文件...............................13术语和定义...................................13.1办公楼officebuilding....................13.2物业管理propertymanagement.............13.3顾客customer.............................13.4突发公共事件precipitatingevent..........14基本要求.....................................24.1资质要求...................................24.2管理机构与人力资源配置要求..................24.3管理服务要求...............................24.4基础管理服务...............................25顾客服务.....................................35.1接待服务...................................35.2信报服务...................................35.3通讯设施安装服务...........................35.4维修资金管理服务...........................35.5装修管理服务...............................35.6投诉处理.................................35.7延伸管理服务.............................36房屋、设施设备运行与维护服务...............46.1房屋维护管理.............................46.2设备设施运行与维护服务...................46.3设施设备日常维修服务.....................96.4标识管理.................................97秩序维护与安全服务.........................107.1公共秩序维护.............................107.2安全管理.................................108环境保洁服务...............................118.1材质清洁要求.............................118.2部位清洁要求.............................119绿化摆放与养护服务.........................129.1绿化摆放.................................139.2绿化养护.................................1310仓储与搬运................................1310.1贮存....................................1310.2搬运堆放................................1410.3库区安全与环境..........................1411检验方法..................................1411.1自主检查................................1411.1.1服务人员自查11.1.2办公楼物业管理服务机构自查11.1.3物业管理企业监督检查11.2特种设备安全监察.........................1411.3顾客满意.......................