The Mechanism of Promoting the Ability of Crisis Management for Property Management Enterprise with Knowledge Management Perspective
|School||Zhejiang University of Finance|
|Keywords||Property management enterprise Knowledge management Organizational learning crisis management Case study|
Property Management mode has been introduced from Hongkong for more than thirty years. After years of exploration, the property management industry achieves great development. Today, for the majority of urban dwellers, Property Management has become an essential service for daily life, People are looking forward to more affordable and convenient property service. Due to the huge market demand, there are tremendous opportunities for the property service enterprises. However, in the progress of rapid development, these enterprises still face many problems, and the services could not meet most of the owners’satisfaction. The majority of owners think that the quality of the staff who works in these enterprises is not high. and the charge they paid is not worth. These factors may lead to dispute in the future. If the enterprise’s crisis management ability is not good enough, this would have bad influence on the development of the enterprise. According to the survey, knowledge management is important for enterprises’crisis management ability, and property service industry requires high level of knowledge. Therefore, it’s very necessary for the enterprises to explore the property service enterprises’crisis management ability mechanism model in the background of knowledge management and Organizational learning.This paper uses multiple case studies and selects three property service enterprises in Zhejiang: Greentown Property Management Office, Emerald City of East China Sea Property Management Office and Qian Tang Lake Park Property Management Office of the Qingya Court. Though rigorously process of case study, this research focus on the process of how the enterprises deal with the property crisis knowledge management, organizational learning and crisis management. A promoting the ability of crisis management mechanism model for realty service enterprise is the result of the analysis. Through the comparison of the property service enterprise knowledge management and crisis management association, this paper also summarized the successful key points of property service enterprises to deal with the property crisis.Through case study, this research got the following conclusions:First, there are some the key points of realty service enterprise to handle crisis successfully and reduce property disputes. In the process of crisis management, we should pay attention to the preparatiofor crisis management, the process of crisis management and the Post-crisis. Management. We should pay attention to the crisis consciousness education, enterprise crisis knowledge learning and establish a perfect system of crisis management. In the process of crisis management we should mainly focus on improving top managers’attention and rapid response to crisis. Mean while, it’s also necessary to communicate with owners. The media management is helpful to recover the enterprise image. In Post-crisis Management we should pay great attention to summary the experience of the crisis and take measures for improvement.Second, the realty service enterprise knowledge management has great association with enterprise crisis management. The better the realty service enterprise’s knowledge management is, the higher level the staff ability to deal with crisis owns, At the same time, the enterprise has strong ability to cope with crisis.Third, this paper concluded the mechanism model of the realty service enterprise’s ability to promote crisis management.the mechanism is in the process of crises, the company should be clear about the cause and the influence of the event and the group characteristic of the owners. Basing on these facts, the company can take relevant measures. The enterprise should summary the defects that the crisis exposed. Through continues organizational learning and knowledge management, it will enhance the construction of the crisis knowledge database. Therefore, this database, which aims to improve the ability of crisis management, can provide knowledge support for realty service enterprise. According to the knowledge management, the realty service enterprise should make great effort to culture construction. The awareness of learning, sharing and crisis consciousness can not be missed,, The company should also devoted more effort to organizational learning, and improve the mechanism of knowledge acquisition, transfer and sharing.