Improvement of quality of housing-and-communal services management

¹ Moscow Region State University, 105005, Radio str, 10A, Moscow, Russia
² Moscow State University of Civil Engineering, 129337, 26, Yaroslavskoye Shosse, Moscow, Russia

^* Corresponding author: angela-1309.m@yandex.ru

Abstract

The need of this research is determined by low quality of management at all the levels of the system of housing-and-communal services in Russia, insufficient study of specifics of management of this industry, and also by the need of the development of ways of the increase in management efficiency for the purpose of getting out of the crisis and providing further development. The author revealed some types of services, which are the most significant for consumers; defined their compliances to reference value; technical characteristics of the services quality on the basis of the use of the given model for the organizations rendering housing-and-communal services by the means of sociological poll. The matrix known as “House of Quality” is created for the assessment of the quality of the housing-and-communal services. The matrix and the carried-out analysis allowed the development of some recommendations on the improvement of management quality in the sphere. Results of the research can be used by the regional authorities in the Russian Federation and municipal authorities, when developing standard legal support, programmes of the development of housing, and also when choosing methods of assessing their management efficiency and developing measures to improve management quality.