1.4) MD's Message
Dr Edmond Cheng
Managing Director
Urban Group
TQM helps build The Urban Quality
Real Estate Service Brands
Urban Group's Total Quality Management (TQM) journey started with our adoption of the ISO 9001 quality assurance system. The launching of the Sm@rtUrban™ systems further enabled us to greatly improve our service efficiency and effectiveness with the advantages of modern technology. With our official launch of The Urban Premier Management Model™, Urban Group now fully implements the TQM concept, a well defined strategic development focus and infrastructure, which helps elevate our service standards for satisfactory results.
The Urban Premier Management Model™ emphasizes the combined forces generated by our “People, Process and Performance”, within which we have introduced the concepts of Property Asset Management and Human Capital Management to maintain our leading position in the Hong Kong property and facility management market. Property Asset Management is now widely recognized as a new professional subject and related studies have been conducted by universities in Hong Kong. Our concept of Human Capital Management challenges the traditional personnel management approach of Hong Kong's property management and service industries, evolving from an internal human resources management concept towards a market-led and capital asset oriented management approach. The introduction of these two new approaches has further reinforced Urban Group's position as the Quality Market Leader in the industry.
Whilst we fully implement TQM in our daily operations, we also value quality branding that Urban Group has established over the years. The Urban Group brand, inherited from the management services of Mei Foo Sun Chuen, is built upon the joint efforts of Urban as a company, our employees and our 1 million valued customers. The corporate brand of Urban Group has been widely recognized as a brand of quality and professionalism in Hong Kong.
Through years of rapid expansions, Urban has developed from a professional property management company to become a consolidated group of companies comprising 12 different brands. The services of Urban have developed from property management to property asset and facility management, project consultancy and engineering management as well as large scale renovation projects.
“A Passion of Service and A Quality Credential” is the brand personality of Urban Group. Our substantial management experience accumulated over the years assures us that our customers' demands cannot be satisfied by simply fulfilling the legal requirements in managing the physical aspects of the properties. To enable Urban to excel amongst fierce competition relies on establishing a quality service team, maintaining our professional services at the highest level, implementing well defined operation systems and establishing a quality brand. Hence, we always value and endeavours to protect our corporate brand so as to enhance our competitive edge over our rivals in the market. The brand promise of Urban Group is also reflected in our devotion to corporate social responsibility. As “Hong Kong's Premier Community Manager”, Urban Group has over the last decades successfully built up a number of sustainable communities. Moreover, we have been actively participating in various social activities to contribute our efforts to helping people in need.
To align our internal staff with the business direction of Urban Group, we have annually identified a clear corporate strategic focus for the 21st Century. Year 2010/11 is our Services Integration Year. During the year, we aim to integrate the services of the wider Urban Group among internal staff and to project a new concept of the Urban Group of Companies to our clients. Most importantly, we want to launch and promote a comprehensive range of professional services including property and facility management, cleaning, technical and engineering as well as other related services to create and maximize synergies among members of the consolidated Urban Group of Companies in order to explore new business opportunities.
Year 2011/12 will be Urban's Business Promotion Year. In order to fulfill our mission in Creating and Maximizing Customers' Value and to cope with the market demands of one-stop services incorporating property and facility related services, we shall strive to promote our services for corporate clients and property and facility owners within the year. Moreover, we shall also consolidate new business opportunities by our Integrated Property Asset and Facility Services Model initiated in 2010.
Year 2012/13 will be our Corporate Enhancement Year. After consolidating the achievements from the preceding years, we target to create and promote a new corporate identity and personality for the Urban Group of Companies in 2010 to enhance the trust and confidence among our clients so as to enhance the value of the company.
All in all, the implementation of TQM has enabled Urban Group to make outstanding achievements in corporate development and service quality enhancement. Looking ahead, we will follow this successful direction to further develop our corporate brands and professional services into other potential areas so as to provide our cost effective services to more people in Hong Kong.