Cheung Kong Holdings Goodwell Property
Management has nurtured a strong culture for excellence
driven by a well established vision and mission. The company
has implemented holistic TQM initiatives with encouraging
results. The company' s strengths are highlighted in the
following categories:
1. Leadership
The CEO and management team provide direction for the
organization through the vision statement, core values,
mission and the ultimate goals. With the CEO dialogue
sessions, the strategic direction of the company is cascaded
down to all levels of staff. Implementation programmes
are proactive, innovative and consistent with the goals
for superior quality and providing a customer preferred
service.
2. Strategic Planning
Senior executives lead a structured strategic planning
session with the application of STEP and SWOT analysis
for developing strategic plans. The "used to document
the rolling strategic plan and as a deployment mechanism
to cascade strategic targets to every staff member.
3. Customer and Market Focus
Goodwell has adopted a wide range of channels to collect
and understand the needs of customers. In addition to
the use of annual customer satisfaction surveys and focus
group meetings, customer suggestion promotion days are
organized periodically to proactively collect the views
of customers. These channels provide the company with
broad, validated and continuous input to stay current
with market changes. Markets are segmented according to
the nature of properties hence customer requirements.
4. Information and Analysis
| Performance measurement
systems are in place to understand, align and improve
performance at all levels of the organization. Performance
data are used as a reference in the performance
appraisal system to link analysis to concrete operational
support and decision making. Measures and indicators
are selected according to the strategic priorities
as mapped out in the strategic planning process.
Monthly reviews and end-of-the- |
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year analysis are conducted to gauge the overall health
of the organization.
5. Human Resource Focus
High performance employees and teams are rewarded through
various schemes such as Quality Performance Award Scheme,
Employee Recognize Employee Scheme, with due recognition
advertised internally. Detailed job roles and skill
requirements are identified and made accessible to all
staff through the Knowledge Management System. The Company
also emphasizes the use of different benchmarking exercises
to develop and release staff potential.
6. Process Management
Goodwell has identified key delivery processes using
a Critical Success Factors survey and Key Performance
Indicators have been developed from the strategic plan.
The company has incorporated changing customer requirements
into process design via the "Complaint Recovery
System Organization alignment is also assured by the
application of "Service Expectation Agreements"
among supporting and functional departments.
7. Business Results
| The company
has a strong profit growth and return on assets.
Contract retention has remained at 100% since 1997.
The annual Customer Satisfaction Survey shows positive
and sustained improvement trends since implementation
in 1994. Positive growth in employee satisfaction
has been observed while work safety has also been
improved significantly in recent years. The results
in other areas such as |
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partnership/contractor management and productivity gain
have also been successful. Resulting from excellent performance
in various areas, the company has won numerous awards
in leadership, human resources management, productivity
and customer service.
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