2.6) Service Enhancement Committee
Paves the Way for Quality Service Deliveries
To stimulate and encourage its management personnel and frontline staff to provide high quality services to its customers, Urban Group formed a Service Enhancement Committee in 2005 to strategically plan effective quality enhancement measures.
Based on the convergence of the 3 gear forces of the Urban Premier Management ModelTM - “People”, “Process” and “Performance” - the Service Enhancement Committee has established 10 working sub-committees in the 3 strategic functions of:
Staff Motivation Strategy (In recognition of staff achievement, coherency of team spirit and identification of elite staff within the Group).
Standardization Improvement Strategy
Performance Monitoring Strategy
Through the launching of innovative and effective programmes such as the outstanding security guards selection, cleaning competitions, the Christmas decoration competition, the introduction of foot massage services and the mysterious visitor programme, the sub-committees aim to arouse the enthusiasm of Urban Group’s staff with the ultimate goal of the delivery of quality services to exceed customers’ expectations.
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Staff Motivation Strategy
- Festival Decoration Sub-committee
- Environmental and Health Management Sub-committee
- Security Service Sub-committee
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Performance Monitoring Strategy
- Mysterious Visitor Sub-committee
- Supervisory Manager Visit Sub-committee
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Standardization Improvement Strategy
- Club House and Recreation Management Sub-committee
- Standardization Sub-committee
- Monthly Report Sub-committee
- Property Newsletter Sub-committee
- Value-added Service Sub-committee