A Role Model of 21st Century Total Quality Management Approach
Urban obtained 2003 HKMA Quality Award – Overall Winner
Positioned to be Quality Market Leader and No 1 Property Asset and Facility
Management Group in Asia
Date: 04/07/2003
Urban Group, Hong Kong's Premier Property Asset and Facility Management Company, was awarded the Overall Winner in the 2003 HKMA Quality Award by the Hong Kong Management Association (HKMA) in July 2003 to ascertain its outstanding achievements in promoting total quality management in the Hong Kong property and facility management industry. The HKMA Quality Award is the highest honour in quality management in the territory.
During the HKMA Quality Award Dinner and the Prize Presentation Ceremony held on 4th July 2003, Chairman of HKMA Dr The Honourable David Li said, "We have been organizing this Award since 1992. Our aim is to honour those Hong Kong enterprises that have outstanding performance in quality management. They have become role models of best practices in our community."
Dr Li described that, "The calibre of the candidates in the running for the Award for 2003 has been of an exceptional standard, especially those who have received the Overall Winner award."
The HKMA Quality Award has been well perceived as the "Oscar" in quality management in Hong Kong. The Award integrates the world class Malcolm Baldrige National Quality Award in the US to evaluate performance of enterprises through 7 criteria, namely (1) Leadership; (2) Strategic Planning; (3) Customer and Market Focus; (4) Information and Analysis; (5) Human Resource Focus; (6) Process Management; and (7) Business Results.
Managing Director of Urban Group Dr Edmond Cheng said, "We have great honour to be awarded as the Overall Winner in the 2003 HKMA Quality Award. Urban has gone through a series of comprehensive evaluations including site visits and interviews by the board of examiners to verify our achievements in implementing total quality management. The Award further strengthens the corporate direction of Urban and encourages us to continuously improve our service quality to fulfil the requirement total quality management so as to provide our Six-star service to the customers to exceed their expectation."
Dr Edmond Cheng revealed, "To satisfy the increasing demands of our customers and the market as well as to cope with our long term corporate development, we have stipulated our strategic goals, which include: providing competitive and cost-effective services; being innovative in design; enhancing value; and, total employee commitment."
"Urban has committed over the years to 21st Century Total Quality Management and implements our unique 'Urban Premier Management (UPM) Model' through the visionary leadership from our top management. We aim to be positioned as the Quality Market Leader and No 1 Property Asset and Facility Management Group in Asia." Dr Cheng said.
Urban Group's UPM Model is driven by 7 Core Operational Drivers: (i) Visionary Leadership; (ii) Six-star Service; (iii) Exceeding Customers' Expectations; (iv) Asset Management; (v) Continuous Improvement; (vi) Green Lifestyle; and (vii) Community Care.
Dr Edmond Cheng mentioned, "Since we launched our UPM Model in 2002, we have obtained impressive achievements in management quality, customer satisfaction, corporate development and business performance. With the total commitment of our 3,600 staff, we have established a 'Quality Partnership' with our customers and service contractors and suppliers to undergo 'Corporate Rejuvenation through TQM Commitment with Hearts and Minds', which lead us to be named as the Overall Winner in the HKMA Quality Award."
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