「物業管理服務人員」分級需求之研究

Certification Requirements of ＂Property Management Practitioners＂

伍朝陽(WU, ZHAO-YANG)；廖寶玫(LIAO, PAO-MEI)

物業管理服務人員 ； Property Management Practitioners

物業管理學會論文集

12屆（2018 / 06 / 01）

204 - 215-019

繁體中文

物業管理所涵蓋範疇相當廣泛，現行物業管理產業中以公寓大廈管理維護為最大宗，不論是社區大樓、公寓大廈、公私立廠區...等等，從事物業管理事務性工作的執行人員，就是「物業管理服務人員」，本研究探討「物業管理服務人員」分級制度的需求性及重要性。現今國內「物業管理服務人員」所執行之工作包羅萬象：包括建築、會計、管理、機電、消防....等，管理委員會得聘任領有營建署核發之認可證人員執行相關管理維護事務。但是依據「公寓大廈管理服務人管理辦法」，執行公寓大廈管理維護事務之「事務管理人員」證照，考選學歷資格不高，僅要求國中畢業，執業證照無法有效鑑別管理人員能力。社區管理委員會無明確依據可選擇「物業管理服務人員」之水準，往往僅能由物業管理維護公司嘗試性的派任具備最低法定資格之服務人員，若不適任再要求物業公司更換，不僅在付出的價格與獲得的服務品質間無法掌握合理的對價關係，更經常需經歷一定的磨合與陣痛時期才可獲得滿意的服務水準。相對地，從事社區事務工作的「物業管理服務人員」，同樣也難以在付出的服務與所得的報酬間取得合理相應的關聯。因此，若能依據物業管理服務人員之能力，建立一套合理的分級制度，讓聘任與給薪有所依循，不單可以滿足市場供需端的需求，對產業制度的健全與服務品質的提升也將有所裨益。在建立分級制度之前，必須先建立分級之評量因子，其中又以客戶的需求為重要考量，本研究針對集合式住宅，透過問卷調查及訪談，了解社區對於「物業管理服務人員」職能以及分級制度內涵的期望，可作為未來「物業管理服務人員」分級制度化的參考。

Property management covers a quite wide range of areas, and the current main strain of this industry is the management and maintenance of apartment and buildings, communities, factories and so on. People who are in charge of property management services is the so called ＂Property Management Practitioners＂ and this research is to explore the importance and the requirements of the criteria to the certification of property management practitioners. Nowadays, the tasks a property management practitioner do is overarching, including architecture, accountant, management, electro mechanics, fire protection and so on, and this practitioner should be employed by the management committee with the certificate of acquainted to operate the property management affairs issued by Construction and Planning Agency Ministry of the Interior. However, according to ＂Regulations of Service role for Condominium Management＂ the requirement for education to this regulation is not well settled - the threshold only requires to be graduated from junior high, which could not effectively identify the ability to the practitioner. There is no obvious reference or criteria for the management committee to choose the practitioner, and they could only accept the person assigned tentatively by the property management company who meets only the lowest requirement to the regulation; if the management committee raise the request to change due to disqualified, the practitioner will be changed time after time. This does not strike the balance between the price and reward; furthermore, the committee will have to experience the long-term adjustment period to obtain the satisfied service. Relatively, the practitioner will be difficult for the practitioner to gain the reasonable rewards. Thus, if there is a reasonable criteria of property management practitioner to be followed in this industry, it could not only meet the requirement as the market demand, but also improve the industrial system and service quality. Before establishing the criteria, the rating factors should be settled down, especially to take the customer's needs into main consideration. This research will focus on the congregate housing to do the questionnaire and interviews to understand the expectations what the community really looks for which could be the supporting reference when establishing the certification requirement of ＂Property Management Practitioners＂ in the future.