Committed to Excellent Service Quality
Date: 31/08/2002

The Urban Group, Hong Kong's largest property and facility management company, organized TQM Commitment Days for its 3,500 staff from June to August this year with the purpose to strive for service excellence and to solicit total involvement from its human capital to achieve corporate-wide Total Quality Management (TQM). Urban is the first mover in the Hong Kong property management industry to organize such massive scale TQM Commitment Days to boost service quality as well as to cultivate a new service culture within the company.

2002 is the "Quality Enhancement Year" of the Urban Group and the TQM Commitment Days is the major activity of the Group. Dr Edmond Cheng, Managing Director of the Urban Group emphasized, "Amidst the highly competitive business environment, staff members of the Urban Group must serve with a mission to ensure our customers can obtain the quality services that meet and exceed with value for money. I believe we can only retain our customers through constantly providing outstanding quality service to them, which emphasizing continuous improvement. We therefore require all our staff to commit to provide innovative, cost effective, competitive, high quality and continuously improving services to our customers, which is the TQM Approach of the Urban Group."

A total of eleven TQM Commitment Days have been organized for all staff members of the Urban Group. Participants ranging from Directors, Group Managers, Departmental Heads, estate in charge, estate management staff, technical staff and security guards. The Group also invited Mr Ricky Leung, Senior Consultant of the Hong Kong Productivity Council to present the TQM Model, which leads to a Better Urban. It was followed by the TQM Commitment Ceremony to signify the kick-off of the "Quality Enhancement Year" of Urban followed by Commitment Statement led by the Managing Director Dr Edmond Cheng and Deputy Managing Director Mr P C Lau for an all-round service upgrading.

Dr Cheng pointed out, "We cascade the total quality management concept from a top-down manner to ensure that all staff members indoctrinate in a new service culture of the company. We induce every staff member the self-improvement initiative to enable a total breakthrough in service culture and an overall performance improvement in the service quality. We aim at improving Total Quality Services in our working procedures. We require all managers to be Leader Manager who possess the ability to solve problems excellently and be able to provide visionary suggestions to the Group. They should act with prudence and speed, possess an innovative mind, serve whole-heartedly and ready to commit to win customers' heart and mind through outperforming their usual missions from time to time."

The TQM Approach of Urban is based on the Malcolm Baldrige Model emphasizing on the core values of leadership, strategic planning, customer and market focus, information and analysis, human resource focus, process management and business results to achieve the overall objective of improving the efficiency and effectiveness of the organization and to provide high quality and value-added services to achieve success in the industry.

"Through the concerted efforts of our staff, we can achieve the highest customer satisfaction through enabling our customers to obtain high value for money from the services we provided." Said Dr Cheng.

Currently, Urban Group manages 300 properties and facilities, which comprise more than 120 million square feet in gross floor area. They include 150,000 residential units, 20 million square feet of commercial and industrial premises and over 33,000 car parking spaces throughout the territory. The total floor area involves 120 million square feet. Urban Group has a high reputation in its professionalism, excellent service quality and innovation, which has become a mark of confidence for the property owners.

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