從提升建築價值與住戶滿意度角度探討物業管理介入前期規畫整合策略

Exploring Early Planning Integration Strategies of Property Management from the Perspective of Enhancing Building Value and Resident Satisfaction

謝之瑢(Chih-Jung, Hsieh)；潘乃欣(Nai-Hsin, Pan)；黃盈棻(Ying-Fen, Huang)

物業管理 ； 品質機能展開 ； 統一塑模語言 ； 實體關係模型 ； Property management ； QFD ； UML ； ERM

物業管理學會論文集

17屆（2024 / 06 / 01）

70 - 79

繁體中文;英文

在營建業諸多案例當中，建設公司通常集中精力於專案的建設和交付階段，對於建築物日後的物業管理卻未能投入足夠的資源，且在規畫設計時，只依循規畫設計者本身之過往經驗，而物業管理者之需求，未完全充分反應在設計內容上，造成物業管理公司管理麻煩，進而導致使用者滿意度降低、建築價值降低等問題。本研究首先進行專家訪談，了解目前物業管理上常面臨之問題與物業管理介入前期規劃設計因子之建議，再建立相關指標，接著利用品質機能展開取得各指標重要度，結果顯示前五項重要的技術需求指標分別為安全設施（備）、親子活動空間、娛樂空間、包裹代收代寄、停車場空間，最後針對其提出改善之策略。透過文獻回顧、專家訪談、顧客需求優先次序以及品質屋的分析結果。得知設施（備）維護管理乃物業管理相當重要的一環，鑒於當前建築物趨向智慧化管理，引入了眾多自動化系統，因此，運用統一塑模語言當中的使用案例圖和活動圖以及實體關係模型，分析物業管理人員於設施（備）維護管理系統之需求。藉由清晰具體的視覺化系統框架，可以協助利害關係人更了解設施（備）維護管理的核心特性，還可作為物業管理介入前期規畫設計的重要溝通工具，促進不同利害關係人之間的共識和理解，進而提高整個建築物的價值，同時確保住戶的滿意度。

In many cases within the construction industry, construction companies often concentrate their efforts on the construction and delivery phases of a project, while not allocating sufficient resources for the future property management of the built structures. Furthermore, during the planning and design phase, reliance on the past experiences of planners and designers may overlook the needs of property managers, leading to challenges in property management and subsequently causing issues such as reduced user satisfaction and diminished building value. This study begins by conducting expert interviews to understand common problems faced in property management and to gather recommendations for factors to be considered in the early planning and design stages. Relevant indicators are then established, and using Quality Function Deployment (QFD), the importance of each indicator is determined. The top five important technical demand indicators identified include safety facilities, parent-child activity spaces, entertainment spaces, parcel collection and delivery services, and parking space.Finally, improvement strategies are proposed for these indicators. Through a review of literature, expert interviews, prioritization of customer needs, and analysis results from Quality Function Deployment, it is revealed that facility maintenance management is a crucial aspect of property management. Considering the current trend of smart building management, the study introduces a Facility Maintenance Management System using Unified Modeling Language, including use case diagrams, activity diagrams, and entity-relationship models. By providing a clear and specific visual representation of the system framework, this can aid stakeholders in understanding the core features of the Facility Maintenance Management System. Additionally, it serves as a crucial communication tool in the early planning and design stages of property management, promoting consensus and understanding among different stakeholders, ultimately enhancing the overall value of the building and ensuring resident satisfaction.