3 Gear UPM Model
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To provide the most cost-effective services to its customers and to enhance its competitiveness, Urban Group developed and introduced the unique 21st Century Integrated TQM Approach - “The Urban Premier Management Model™” in 2002.The Model is a convergence of 3 Gear Forces incorporating “Professional People, Quality Process and Outstanding Performance” and orientated around 7 Core Drivers to create the highest operation efficiency.
People
Integrates the world class Malcolm Baldrige National Quality Award Criteria.
Process
The $20M investment in Sm@rtUrban™, a system which digitizes core business processes to streamline daily operations, provide value-added services to customers, and improve overall efficiency.
Performance
Monitors performance via a Balanced Scorecard (BSC) approach. A suit of management tools are utilized, including Activity Based Costing (ABC), Activity Based Management (ABM), Business Process Improvement (BPI), Business Process Re-engineering (BPR), Corporate Social Responsibility (CSR), Customer Relations Management (CRM), Five S (5S), Knowledge Management (KM), and Six Sigma (6s). Urban's ultimate goal is to exceed customers' expectation through "People, Process and Performance".
The 7 Core Drivers include:
- Visionary Leadership
- Six-star Service
- Exceeding Customers´ Expectations
- Property Asset Management
- Continuous Improvement
- Green Lifestyle
- Community Care