I 摘要 数字化物业建设是物业企业为了在当前政治、经济和行业发展的环境下，寻求自 身生存发展的一种全新的运营理念和服务模式，实现自身的蜕 变；数字化物业以互联 网信息技术作为重要支撑，借助于计算机、信息通讯、自动控制等技术，围绕物业服务 运营管理内容需求，建设集物业基础信息系统、财务管理系统、CRM 系统和以智慧安 防、无感通行、移动APP服务平台、设备设施管理等系统为一体的“智慧社区”，实现 物业数字化，利用现代网络技术改造和优化传统物业服务线上办公、服务平 台，是物业 服务企业走向现代服务业的必然要求。 本文以W企业为研究对象，围绕物业行业背景、发展现状以及面临的问题与挑战， 从组织架构、内部管理、对客服务、设备设 施等方面分析传统物业管理中存在的不足， 通过W企业信息化平台的搭建以及数字化技术产品的应用，将所服务的每一个住宅社 区设备设施数字化上线、客户需求上线、员工办公 平台上线，实现人、物的链接，实现 智慧社区的建设，在实践过程中不断探索和纠偏，完成数字化物业模式的建立，通过不 断地探索与论证，最终确定了数字化物业管理的运营 模式。 本文从W企业的实际情况出发，设计了数字化物业整体方案和具体规划，主要内 容归纳如下： （1）相关理论部分的介绍，问题的分析及解决建议；主要涉及到数字化物业 的概 念、整个组织的协作和应用架构的设计，数字化物业的需求、结构、建设原则和主要内 容的理论观点和结论描述； （2）整体方案的设计、主要功能模块的介绍说明和实施 ；可以分为智慧社区（无 感车场、智感人行出入、智慧安防）、社区APP（员工端、用户端）、客户关系管理、项 目运营管理； （3）通过数字化物业方案的建设及实施，进行前 后的数据分析及对比，论证其有 效性。 本文创新点在于：本文立足于当前物业行业未来发展方向及W企业的核心竞争力 提升诉求，提出了数字化物业研究，充分结合行业内数字 化物业的发展优劣，规划设计 了集合企业后台管理、中端链接、前端服务的数字化物业服务平台，将客户、员工、建 筑与物业企业充分链接、融为一体，为客户带来高效便捷的 全新服务体验，赢得客户口 碑及提升品牌形象，为企业提升市场核心竞争力。与行业现有案例相比，无论在基础架 构的建设或是物业服务各环节均实现了业务全方面覆盖、流程 全闭环的数字化物业方 II 案；解决了各业务系统间的孤立问题，并将数据汇总经过分析处理，形成数据看板，工 作环节与流程的监控性更强，管理方案严格的贯彻到工作流程当 中，使得管理更加的 规范化，让管理决策更科学、更高效；通过线上系统及移动端APP的功能设计，让办 公随时随地、让服务需求即时，无论是员工或是客户均在数字化物业平台 上，享受了便 捷高效的工作和生活服务；并建立了线上商城，集合社区特性及客户需求，为客户提供 了除传统物业服务以外的各类增值服务，让物业服务实现了升维。 关键词： 数字化物业；智慧社区；信息化平台 广东工业大学硕士学位论文 Abstract III Abstract Digital property construction is a brand-new operation concept and service mode for property companies to seek their own survival and development in the current political, economic and industrial development environment, and realize their own transformation; digital properties use Internet information technology as an important support Based on computer, information communication, automatic control and other technologies, focusing on the content requirements of property service operation management, building a property basic information system, financial management system, CRM system and intelligent security, non- sense traffic, mobile APP service platform, equipment and facility management, etc. The system as an integrated "smart community", realizing the digitization of properties, and using modern network technology to transform and optimize traditional property service online offices and service platforms are inevitable requirements for property service companies to move towards the modern service industry. This article takes W enterprise as the research object, analyzes the shortcomings in traditional property management from the aspects of organizational structure, internal management, customer service, equipment and facilities, etc., based on the background, development status, problems and challenges of the property industry. The establishment of a digital platform and the application of digital technology products will digitally launch every residential community equipment and facilities served, customer requirements, and employee office platforms to achieve the connection of people and things, and the construction of a smart community. Continuous exploration and correction to complete the establishment of the digital property model. Through continuous exploration and demonstration, the operation model of digital property management was finally determined. Based on the actual situation of the W company, this article designs the overall plan and specific plan of the digital property. The main contents are summarized as follows: (1) Introduction of relevant theoretical parts, analysis of problems and suggestions for solution; mainly related to the concept of digital property, collaboration and design of application structure of the entire organization, the demand for structure, construction principles and main content of digital property Conclusion description (2) The design of the overall plan, the introduction and implementation of the main functional modules; it can be divided into smart communities (non-sense parking yard, smart-sense pedestrian access, smart security), community APP (employee side, user side), customer relationship management, Project operation management; 广东工业大学硕士学位论文 IV (3) Through the construction and implementation of the digital property plan, carry out data analysis and comparison before and after to demonstrate its effectiveness. The innovation of this article is: Based on the current development direction of the property industry and the core competitiveness of W companies, this paper proposes a digital property research, fully combining the advantages and disadvantages of the development of digital properties in the industry, planning and designing a collection of enterprise background management, medium The digital property service platform with end-to-end links and front- end services fully integrates and integrates customers, employees, construction and property companies, providing customers with efficient and convenient new service experience, winning customer reputation and enhancing brand image, and enhancing market for enterprises Core competitiveness. Compared with the existing cases in the industry, both in the construction of infrastructure or property service, all aspects of the business are covered, and the process of closed-loop digital property solutions is solved; the isolated problems between various business systems are solved, and the data is aggregated After analysis and processing, a data kanban is formed, the monitoring of work links and processes is stronger, and the management plan is strictly implemented into the work process, which makes management more standardized and makes management decisions more scientific and efficient; through online systems and mobile terminals The functional design of the APP allows the office to be available anytime, anywhere, so that the service needs are immediate. Whether employees or customers are on the digital property platform, they enjoy convenient and efficient work and life services; and an online mall has been established to gather community characteristics and customers Demand, to provide customers with all kinds of value-added services in addition to traditional property services, so that property services have achieved dimensional upgrading. Key Words: digital property, intelligent community, information platform 目录 V 目 录 摘要 ............. I Abstract .....III 目 录 ......... V Contents ... VII 第一章 绪论 1 1.1研究背景 ........................... 1 1.1.1政策及技术环境支持 2 1.1.2物业企业自身发展需求 ........................... 3 1.1.3客户持续不断增长的服务需求 ............... 4 1.2选题意义 ........................... 5 1.2.1实践意义 .................... 5 1.2.2理论意义 .................... 6 1.3国内外发展现状 ............... 6 1.3.1国外研究现状 ............ 6 1.3.2国内研究现状 ............ 7 1.4研究内容 ......