保洁服务投标书

1、保洁服务投标书北京市鑫聚园物业管理有限公司BJ xinjiyuan CleaningCompany . 联系人： 联系电话：Contactor: fanny changMobile Phone:期： 年 月Date: Jan /2007目录一、鑫聚园物业管理公司简介 3二、营业执照副本复印件 3三、人员培训四、现场作业流程及紧急情况处理 8五、清洁作业程序 9六、保洁服务工作标准 20七、现场督导流程描述 20八、与招标方沟通渠道的设计 21九、为承托服务所提供的优致服 22十、报价22、北京市鑫聚园物业管理有限公司简介北京市鑫聚园物业管理有限公司是集保安、保洁、园林

2、绿化为一体的专业物 业管理企业，多年来为创造企业品牌、培养了一大批专业的管理人才和技术骨干， 在为客户提供服务过程当中获得了业主的一致好评。目前，我公司担负着海淀区百花苑写字楼、国都证券大厦、百力文科技大厦 和朝阳区水景花园别墅区、丰台区风格雨林联排别墅区、天鸿集团宝汇苑小区、 汇达公寓等项目进行全方位的物业、保洁服务管理。自公司成立以来提倡以先进的物业管理理念和模式经营，全力专注于写字 楼、公寓楼、高档住宅、商务办公楼的物业管理和专项保洁服务。公司的服务理 念是“以人为本，客户至上”，公司的服务宗旨：“以质量求发展、以服务争市 场、以信誉赢客户”。我们愿为每一位业主提供最真诚和完美的服务，创

3、造高雅 和谐的办公、生活环境。公司竭诚为业主及客户提供最优质的服务，愿意承接具有挑战性的物业进行 管理，用我们的真心和汗水赢得业主和广大客户的信任。北京鑫聚园物业管理有限公司全体员工衷心希望为您提供优服务，我公司愿真诚与您合作，给您创造一个良好的物业环境。三、人员培训 Training员工培训是企业运作的重要环节，没有高素质的员工，就不能有高质量的保 洁服务。为树立公司品牌及企业形象， 提高服务质量， 因此要造就高素质的员工 就必须用严格的培训来规范和约束。 所以，我们对员工进行企业战略培训， 灌输 公司远景与未来、企业文化、让员工认识企业、了解未来。对职业道德、仪容仪 表、礼节礼貌， 专业技

4、术及服务意识等进行一系列标准化培训。 从而使被动性服 务转变为主动性服务。Training is the most important tache for corporation operation. Without high diathesis employees, here is no high quality cleaning services. Rigid training brings up high diathesis employees to erect corporation image, to improve service quality and execute crite

5、rion and obligations. Thus, we train our employees by using corporation strategic training: inbreathe company ' s future vision, company culture, to know the company, understand the future. We form. a series of standard training on occupation morality, appearance, etiquette and courtesy, special

6、ized technique and service consciousness. Therefore, training changes services from passive to active.公司还特别对员工进行消防理论及消防实践、防风抗雨等业务培训，使员工 能增强应变能力，适应社会及客户的要求。Our employees are especially trained in fire protection theories and fire drills, operation training in strong wind and heave rain situation. Tho

7、se training will help to reinforce our employees itie's uanbdiler emergency, and to adapt the society and guest ' s request.Part 1 the training pla n of man ageme nt pers onnel 第一部分管理人员培训计划Trai ning steps 培训步骤Trai ning items 培训内容1. Pre-job trai ning 岗前培训2. Post trai ning 岗值培训3. On-the-job Tr

8、ai ning岗位培训4. Regular trai ning 日常培训? Systematic training on the company' s rules and regulations公司规章制度的系统化培训? Study of man ageme nt theories管理理论的学习? Trai ning on releva nt program docume nts &guideli nes of quality system and quality objectives质量系统与质量目标的相关文件和准则的培训? Un dersta nding of moder

9、n scie nee & kno wledge like computer了解现代化科学和技术如电脑? Duties of the posts that train ees hold培训者相关岗位的职责培训? Training on work processes, methods and operati on specificati ons of various clea ning items多种清洁项目的工作程序，方式和操作规范的培训? Correct methods to use mach ines & equipme nt, tools and materials机器设备

10、，工具物品的正确使用模式? Trai ning on professi onal skills and practical applicati ons of the posts that train ees hold培训者本岗位专业技术和实际运作? Trai ning on rules of safely operati on and kno wledge of fire con trol 安全操作和防火知识的培训? Study of professi onal skills and tech ni cal promoti on of the posts that train ees hold

11、学习专业技术知识提咼本冈值工作? Outli ne of releva nt posts and tech ni cal trai ning掌握相关岗值和技术培训的概要? Study of releva nt laws and regulati ons学习相关法律法规Impleme nti ng the guideli ne of in tegrati on theory with practice and carry ing out further training of senior tech ni cal pers onnel desig nated by the compa ny 结合

12、实际开展综合理论概要培训并落实由公司任命的老技术员工的深 入培训。Part 11 the training plan of cleaning employees 第二部分保洁员工的培训计划Trai ning steps 培训步骤Trai ning items 培训内容1.SelfPers onnel rules of Beiji ng Jiar ong Clea ning Services Co., Ltd. 北京鑫聚园物业服务有限公司人事规章educatio nEducati on on professi onal ethicsof专业道德教育employeesRegulati ons of

13、 Beiji ng Jiar ong clea ning services co., ltd. On the appeara nee &员工manners of employees自我教育北进鑫聚园物业服务有限公司员工礼仪礼貌规定2.PosteducStudy of safety & security measures (coord in ated by party A) 学习安全防卫措施(配合 A部分)Study of basic clea ning kno wledge学习基本保洁知识ati onStudy of how to use mach in es, tools a

14、nd materials岗位教育学习怎样使用机器，工具和物品3.PostStudy of safe operation rules and education on the sense of fire control学习安全操作守则，培养防火意识Study of quality sta ndards学习质量标准Study of how to clean the glass, maintain the stainless steel & copper ware andtrai ninghow to maintain and clean the marble, granite and ce

15、ramic tiles岗值培训学习怎样清洁玻璃，保养不锈钢和铜器，并且学习怎样清洁和保养大理石，4.Regular石榴石和瓷砖-Carrying out further training of senior tech ni cal pers onnel desig nated by the Cotrai ning一日常培训完成由公司任命的老技术员工的深入培训Part III Maintenance and usage of clea ning equipme nt 第三部分维护和使用清洁设备1. Water absorpti on machi ne 吸水机1. Inspect its appe

16、arance when getting from the warehouse, such as case, switch, power cable, base and float of the water absorption machine, power on the machine and check its working condition and normal suction pressure. Stop operation right after finding any fault and report to the direct leader in time. 从库房取出时应从外

17、观上检查一番，例如，外壳、开关、电源线、底座及 吸水机的滑轮、 插上电源并检查它的工作状况和吸力。 一旦发现任何异常 立即停止操作，并直接上报主管。2. When moving the machine, don l'l thtepsuuction pipe and power cable by hand to avoid breaking. Move the machine forward by pushing the handrail, but pay attention not to press the handrail by force or sit on the machine

18、, to avoid damaging the base of the machine.移动机器的时候， 不要拖拉吸管和电线避免断裂。 推动扶手实际气象现移 动，但是注意不要大力压扶手或坐在机器上，避免对及气体座造成损伤。3. Check if the power switch and on-off switch of the machine are tuned off before powering on the machine.在通电源前检查电源开关和启动 -关闭开关是否关闭。4. Take care of the working voice of machine at all times

19、 during water absorption operation. Stop it immediately after hearing beep voice or abnormal noise, and check the operation condition of machine. Remember not to absorb too much water to prevent water from entering into the absorption motor and causing unnecessary loss. 在操作吸水机时随时留心机器的声音。 听到“哔” 声和其他不

20、正常的声音 时立刻停止，并边查机器操作情况。紧记，不要吸入过多的水，以免水渗 入马达而造成不必要的损失。5. In case any fault is found during usage of the machine, don' t open it forprivate repair. Remember to send the machine back to the warehouse timely or ask professional personnel for repair 如果机器在使用过程中发生故障， 不要打开他自行修理。 立即将它送回库 房或请专业人员来维修。四、现场作业

21、流程及紧急情况处理1现场作业流程上班签到（各自签字领班点 名）上班签到>班前会（特殊事情的交代 及注意事项）各自上岗作业（勤作业、勤巡回、 勤检查）班后会议（一天的工作总结 及好人好事表彰）2特殊紧急情况处理程序2.1目的：为特殊、紧急情况提供程序准则，保证控制过程符合规定要求。2.2职责发生特殊情况的区域领导（现场职务最高者）负责现场策划、指挥，并报 告上级主要负责人及相关部门，负责与其它部门的协调、调配。2.3工作程序2.3.1现场指挥（1）现场临时指挥：当发生特殊紧急情况时，区域领导立即承担现场指挥职能， 根据现场情况，布置人员分别通知有关部门和上级领导。（2）在上一级领导赶到现场

22、后，接替负责指挥，原临时指挥者负责配合，报告 情况，继续参加现场处理工作。2.3.2现场处理原则（1） 总指挥应组织员工首先抢救伤病人员生命，在保证人员安全的情况下，尽 可能减少财产损失和环境污染。（2）注意保护现场，除公安、消防、医务、主管领导、在岗人员等，其余人员 不得进入现场。（3）避免私自接受媒体米访，在未得到上级领导指示前，不得擅自发表任何声 明，避免不必要的错误传播。2.3.3配合事故的调查（1） 在公安机关、政府有关部门或上级领导进行事故调查时，有关人员应如实 反映事故真实情况，并提供证据。（2）不要随意散布影响正常调查的消息和议论。（3）不得销毁证据。2.3.4编制事故报告（1

23、）由事发现场的最高主要领导负责编写事故报告。（2）报告内容：时间、地点、岗位、相关人员、事故原因、事故过程、造成的 损失情况、教训、纠正措施。（3）事故报告应报公司最高领导，由其确认。涉及刑事犯罪的，由公安部门处 理。（4） 一般性事故，应对所采取的纠正措施由主管部门进行特别验证，以证明其 确实有效。（5）保存相关记录和报告。五、清洁作业程序Clea ning Service Procedures1. Floor waxing 地面打腊1) Tools preparati on:准备工具Floor cleaning machine, water absorption machine, wrin

24、ger, yellow warning card, black plate, white cloth, wax mop, perch ing knife, mop, ra in boot, door baffle-plate, wax clea ning age nt, bottom wax, adhesive tape, warning line, wax ing mach ine, surface wax洗地机、吸水机、榨水车、黄色告示牌、黑盘、白色布若干、腊拖、小 铲刀、地拖、雨鞋、隔板、洗蜡剂、底腊、胶带、维护绳、打蜡机、表层蜡2) Procedures:程序? First compl

25、etely clea n the floor. 首先将地面完全清洁干净。? Ble nd the wax-clea ning age nt with hot clea n water (proporti oning accordi ng to differe nt degree) and spread the mixture on the floor to be clea ned.将热水与洗蜡剂(依不同程度按不同比例配合)混合并均匀抹在将要 清洁地地面上。? After4-5 minu tes use the floor-clea ning mach ine to clea n complet

26、ely and remove the old wax.4-5分钟后用洗地机完全的清洁地面并去除旧蜡。Use the water absorption machine to completely absorb spots of old wax remaining on the floor.用吸水机将地面上残余地旧蜡污点吸除。Wipe the floor immediately with clean mop. 即刻用干净拖把清洁地面。Clean once more with clean water, then clean off the floor by water absorption mach

27、ine and mop. 再用清水清洁一便，然后使用吸水机和拖把将地面请干净。When the floor becomes dry, pour and amount of bottom wax into the waxing machine, lie the waxing mop flat on the floor and move it left and right at an uniform. see, to spread the bottom wax evenly on the floor. 等地面干后，将一定量的底蜡倒入打腊机，在地面上平铺蜡拖并均匀 的向左向右有序的推动将底蜡均匀的分

28、部在地面上。When the bottom wax becomes dry, spread the surface wax and polishing wax on the floor in the same way as mentioned above. 等底蜡干了以后，用上述相同底方法在地面上打上表层蜡和抛光蜡。Fill in the working record and statistic of detergent consumption 填写工作记录，统计清洁剂使用量。3) Precautions: 防范：? Split the working area by warning card

29、 before starting work, to avoid damage caused by entrance of passersby. 用警示牌将工作区域分隔起来，以防过路者闯入造成损伤。? Spread white cloth at the gate and starting point before dew axing, in order to avoid the wax cleaning agent to damage other areas and cause repeat work. 打腊前将白布铺在大门及清洁起始点，以防洗蜡剂给周边区域带来损 伤而造成重复劳动。Put on

30、 rain boot when washing floor, to prevent from slipping down. 清洗地面时穿上雨鞋以防滑倒。Pay attention to keep the machine-washing speed not too quickly, in order to avoid residual wax due to roughness of the floor. Wipe the floor with mop as quickly as possible to prevent the dirty wax Resold frication. 注意保持洗地机

31、转速不要太快以免因地面粗糙而造成旧蜡残余。用拖 把立刻清洁以防脏蜡溶解现象。Clean the corner and kick board timely. 及时的将墙角和墙边清洁干净。Keep the wax pouring distance short when spreading the second and third time wax. To avoid any dim wax print remaining on the floor. 在打第二第三次蜡时，倾倒蜡要保持尽量短的距离以免在地面上形成 黯淡的蜡斑。? Soak the waxi ng mop into clea n wat

32、er whe n fini shed, to avoid it beco ming dry otherwise the wax ing effect shall be in flue need.工作结束后将打腊拖浸泡在清水中防止因蜡变干而起的反应。? Wipe and clea n the clea ning equipme nt in time, report at once whe n abno rmal case happe ns to machi ne.使用后立刻清洁擦拭机器设备，一旦发现机器异常立刻汇报。4) Sta ndards:标准：? Waxing quality of the

33、 corner area shall as same as the cen ter area brillia nt and dazzli ng,墙角上蜡质量与地面中心位置一样闪亮。? There is no residual smudge, old wax, footpri nt or scratch.没有参与污迹、旧蜡、脚印和刮痕。2. Polishing of waxing floor 上腊抛光1) Tools preparati on:准备工具：Polish ing mach ine, vacuum clea ner, floor mop and polishi ng wax抛光机、吸尘

34、机、地拖和抛光蜡2) Procedures:程序：? Clea n dust on the wax ing floor with vacuum clea ner.用吸尘机清洁上蜡地面的灰尘。? Wipe off spots rema ined on the waxi ng floor with damp cloth 用湿布抹去上蜡地面上残留的斑点。? Polish by the polishi ng mach ine together with the polish ing wax 使用抛光机和抛光蜡抛光。? Clea n the floor by floor mop with appropr

35、iate static dedusti ng age nt 使用地拖配上静电除尘剂清洁地板。3) Precauti ons:防范：? The qua ntity of polishi ng wax must be appropriate抛光蜡的使用量必须恰当? Spray the static dedusti ng age nt on the floor mop in adva nee, and use the mop whe n the dedusti ng age nt completely becomes dry 预先在地拖上喷上静电除尘剂，等待干后使用? Polish ing must

36、 be done orderly to avoid any miss ing point抛光必须按程序操作以防遗漏点3. Cleaning of carpet 地毯清洁1) Tools preparation: 准备工具：Single-brush cleaning machine, water absorption machine, vacuum cleaner, carpet detergent, billboard, blower, hand scrubber, scrubbing brush, water bucket, carpet brush, carpet powder and s

37、o on 单刷清洁机、吸水机、吸尘机、地毯清洁剂、告示牌、手刷、硬毛刷、水桶、地 毯刷、地毯粉等2) Procedures: 程序： Dry cleaning: 干洗：? Remove dust completely from the carpet to be cleaned by vacuum cleaner first.首先用吸尘机将地毯完全除尘。? Partial cleaning shall be done to the area where is seriously fouled (with scrubbing brush) 对特别严重的粗糙面(使用硬毛刷)局部清洁。? Pour t

38、he diluted detergent into the electronic foaming box and start the cleaning machine 将稀释好的清洁剂倒入电动起泡机并启动清洁机。? When finishing cleaning and the carpet is completely dry, use the vacuum cleaner to clean the carpet again, and then spread the carpet powder to remove peculiar smell 清洁结束地毯完全干后， 使用吸尘机再次清洁地毯并撒

39、上地毯粉去除特殊 气味。Spot cleaning: 污点清洁：? Remove dust completely from the carpet to be cleaned by vacuum cleaner first.首先用吸尘机将地毯完全除尘。? Partial cleaning shall be done to the area where is seriously fouled (with scrubbing brush) 对特别严重的粗糙面(使用硬毛刷)局部清洁。? Pour the diluted detergent into the clean water box of 3 i

40、n 1 carpet cleaning machine and carry out spot cleaning 在三合一清洁机的清水盒中倒入稀释过的清洁剂开始污点清洁。Place the blower on the appropriate position to dry the carpet 将风干机放置于恰当的位置上吹干地毯。Clean the carpet again by vacuum cleaner when the carpet is completely dry 等地毯完全干后用吸尘机再次清洁地毯。3) Precautions: 防范：? White cloth must be l

41、aid on the area that people passing by frequently, which can be removed only when the carpet is completely dry. 将白布平铺于人们常走动的区域，只有等地毯完全干后才可撤除。? Change the position of blower after a certain time period in order to speed up drying of carpet.每隔一段时间将风干机转移一个位置以加速地毯风干时间。? To use the high/ low foam ing car

42、pet deterge nt in a correct way高/低泡地毯清洁剂的正确使用。4) Sta ndards:标准：? Clea n, n eat and without smudge.干净、整洁、没有污点。4. Cleaning of washroom 卫生间清洁1) Cleaning procedures: 清洁程序：Entrance door ? mirror ?<lablerd ?lavatory ?partiti on ?walls?floor(1)大门一k (2)镜子 一(3)台面(4)马桶一 (5)分隔间一 (6)墙 一 (7)地面2) Clea ning ste

43、ps:清洁步骤：(1) Entrance door 大门Place the billboard of“ Work Processing ” on the working area.将“工作进行中”的警示牌放置在工作区域。Mirror镜子2.1) Use dry wipe cloth or glass scrubber to clean the mirror according to glass clea ning procedures按照镜子清洁程序使用干布和玻璃刮进行清洁。2.2) Inspect the leaning degree from different point of view

44、 when completion从各个不同角度检查清洁程度。(3) Table -board 台面3.1) Spray the all purpose deterge nt at the ratio of 1: 40 on to the surface of a soft fiber cloth. Whe n the dirt on the table on the table-board has bee n washed out, use a damp cloth to wipe off the deterge nt.将比例为1: 40的全能清洁剂喷洒在一块软化纤布表面。当台面表面污渍去除后

45、，用一块湿布抹去台面残留的清洁剂。3.2) Use a soft fiber cloth with sprayed deterge nt to brush the wash bas in, rinse the deterge nt with water and the n wipe the internal wall of the wash bas in by a dry cloth.使用一块喷洒过清洁剂的软化纤布擦拭洗手盆，用水冲洗干净并用一块 干布擦干洗手盆内壁。3.3) Wipe the water tap with a clean towel, pay attention to cle

46、an side and back areas of the tap.用一块干净毛巾擦拭水龙头，注意清洁水龙头的背面及侧面部分。3.4) Add the soap solution the half place of the container.将肥皂液添加至容器一半的位置。(4) Urinal 小便池4.1) Wear rubber gloves and spray the all purpose detergent with a ratio of 1:40 onto the surface of special soft fiber clothe.带上胶手套并在一块专用的软化纤布上喷上比例为

47、 1：40 的全能清洁 剂。4.2) Scrub the internal wall of the urinal. Pay attention to clean the covering bowl, water outlet and sewage outlet, wash out with water after scrubbing.擦拭小便池内壁。注意清洁遮挡的半球体、出水口和下水口，擦拭后用 清水冲洗。4.3) Use the special fiber cloth with sprayed detergent to wipe the outside wall of the urinal.

48、用喷洒过清洁剂的专用化纤布擦拭小便池外壁。4.4) Wipe the galvanized parts with a dry cloth. 用一块干布擦拭电镀件部分。(4) Lavatory 马桶4.1) Wash out the ordure in the lavatory first 首先冲去马桶内的污物。4.2) Pour the all purpose detergent at a ratio of 1:40 into the lavatory and soak 5 minutes for disinfection倒入比例为 1：40的全能清洁剂浸泡 5 分钟进行消毒。4.3) Scr

49、ub the internal wall of lavatory with the special brush, pay attention to clean the water outlet and sewage outlet, wash out the detergent after scrubbing. 用专用刷刷洗马桶内侧，注意清洁出水口和下水口，刷洗完后冲走清洁 剂。4.4) Wipe the lavatory seat, cover board, hinge and outside wall by special cloth sprayed with detergent for d

50、isinfection purpose.对马桶坐垫、盖板、垫板连接处和外壁用喷有清洁剂的专用布擦拭消毒。4.5) Wipe various galvanized parts with a dry cloth and make them polished and without any spot对于各种电镀件部分用一块干布擦拭不留任何斑点。4.6) Open the cover board and lavatory seat after cleaning 清洁后将马桶盖板和坐垫上翻打开。4.7) Replace the disposable bag in the wastebasket, che

51、ck the toilet paper and replace a new one if necessary.更换垃圾同内的垃圾袋，检查厕纸对需要更换的换上一卷新的。(5) Partition 分隔间Use a damp cloth to wipe the partitions and partition doors accordingly from top to bottom, from left to right and from front to back.用一块湿布按从上至下、 从左到右、 从前到后的顺序擦拭分隔间和分隔间的Walls墙6.1) Use a damp cloth to

52、wipe the walls in an annular route accordingly from top to bottom and from left to right, pay attention to clean higher and top parts of wall.使用一块湿布按照从上到下、从左到右的环形路线顺序擦拭墙壁，注意 清洁墙面的较高和较低处。6.2) Wipe the outside of soap solution container and hand drier with a damp cloth 用一块湿布擦拭肥皂溶液容器和风干机。Floor地面Use spe

53、cial wet mop to wipe the floor from in side to outside of the washroom 从里到外使用专用湿拖把清洁厕所地面。7.1) Clea ning tools:清洁用具：Glass scrubber, dry cloth, damp cloth, soft fiber cloth, special wiping cloth, all purpose deterge nt, rubber gloves, lavatory brush, special mop玻璃刮、干布、湿布、软化纤布、专用擦拭布、全能清洁剂、胶手套、厕所刷、 专用地拖

54、。7.2) Quality sta ndard 质量标准A. There is no spot or scale on the table-board, mirror or portion; the mirror is clear and bright.镜子与台面的全部或局部没有污点和水垢；镜子干净明亮。B. All galvanized parts are clear, bright and without scale.所有电镀物件干净，明亮没有水垢。C. The urinal and lavatory are without dust, dirt or peculiar smell.小便池

55、和马桶没有灰尘、污垢或特殊气味。D. There is no residual water or scale on the floor or wall.地板墙面上没有残留的水或水垢。E. The articles for guest use are in sufficient supply and convenient to take. 顾客使用物品总是充足且方便取用。7.3) Remarks 备注During clea nin g, if the area to be clea ned is being used by a guest, clea ning of which shall be

56、 postp oned accord ing to the clea ning procedures and wait un til the guest leaves.清洁过程中，如果将要进行清洁的区域正被客人使用中，按照清洁程序延迟清洁并等待客人离开。5. Cleaning of office area 办公室清洁1) Tools preparati on:准备工具：Vacuum clea ner, disposable bag in big or small size, wip ing cloth, water bucket. 吸尘机、大或小垃圾袋、抹布、水桶。2) Procedures:

57、程序：? Clea n the carpet of office area correctly accord ing to the usage of vacuum clea ner.按照吸尘机使用方法正确的清洁办公室地毯。? Remove dusts on the stone material floor and clea n it.去除石质地面上的灰尘并清除。? Dump trashes in the waste bin and replace the disposable bag. 将垃圾倒入垃圾桶并更换垃圾袋。3) Precauti ons:防范：? Consent must be got from office people before dump ing the waster bin. 在倾倒垃圾桶前必须取得办公室人员的同意。? There must be some one prese nt whe n clea ning the office; otherwise it is not allowed to do any clea ning work.必须在办公室内有人时才可做清洁；否则清洁工作是不被允许的。to gue? Ask the guest ' s c