Cheung Kong Holdings Citybase Property
Management has built upon their ISO 9000 system and,
using the award criteria, has refined its management
philosophy and mechanisms to seek improvements. The
Board of Examiners has elected the company to receive
a Certificate of Merit in the 2000 HKMA Quality Award.
Some of Citybase"s particular strengths are summarised
The leadership's understanding of business roots and
change patterns has been applied to transform the image
and performance of the property manager. During this
process, top management has developed a unique culture
to foster, share and reinforce their vision and values,
whilst actively encouraging learning and innovation.
The company participates in environmental initiatives,
promotions and other good corporate citizen activities
whilst being observant of legislative requirements.
2. Strategic Planning
During annual management retreats, core values have
been reviewed and significant industry trends identified
and analyzed to plot strategies and develop company
action plans for improvement. Each department and property
manager then establishes measurable objectives and plans
to tie in with and meet the company actions.
3. Customer and Market
Focus A wide range of sensors and means of communication
have been developed to help better understand customers
needs, collect feedback and enhance relationships. These
means include Performance Pledges, Hi-Touch Management,
Newsletters and Customer Suggestion Forms. Customer
and market segmentation is clear with different
procedures and facilities in use to cater for the variation
in needs and to monitor
customer satisfaction with the introduction of new services.
4. Information and Analysis
Critical Success Factors have been established and a
wide range of information and data gathering processes
are in place to measure their achievement and to establish
other areas of performance. Senior management reviews
reports to ensure service standards are maintained consistently
across all properties whilst action milestones are closely
monitored at functional levels. There is a systematic
approach adopted to analyze these reports, track up-stream
problems, validate data and develop solutions.
5. Human Resource Focus
performance enhancement is planned
using a three-tier system of identifying training needs.
Employee health and safety is monitored and promoted using
audits and quarterly competitions
| Citybase has
demonstrated their emphasis on achievement of quality
through people. For example, attention is given
to ensure that employee performance management is
fair and supportive of high performance. A coupon
award system and individual certificates are used
to recognize and further motivate high performers.
"Management by Objectives" supplements
individual appraisals and .
6. Process Management
The company uses various improvement mechanisms to look
at documentation, test reasonableness, streamline policies
and processes and simplify workflow. Performance pledges
define customer service delivery cycle times, whilst support
functions also establish internal pledges and hold regular
communication sessions with functional heads, including
site visits to obtain front line feedbackon their services.
Internal audits are also used to monitor support service
7. Business Results
Demonstrated improvements in customer satisfaction during
a period of growth underpin Citybase's success in winning
the 1999 Hongkong Service Award in the Customer Service
category. At the same time, satisfaction with management
is at a high level and staff commitment to the improvement
drive has increased. Several awards in Human Resources
management demonstrate industry leadership recognition
in this area. The results of efforts to save costs, better
manage accounts and improve cash flow in several key areas
have been successful.