Urban Group, the largest property management company in Hong Kong, has 3,500 employees to serve its 150,000 clients in the residential and commercial buildings as well as shopping arcades.
A member of New World Group, the company was established in 1981 and is dedicated to providing high-quality estate and facility management services.
When the company set its goal to be the premier property management company in China by 2007, it developed and implemented a number of plans and initiatives to work towards this goal.
The company first developed an integrated management model, a UPM [understanding project management] model that contains three areas focusing on people, process and performance.
'It is an integration of Malcolm Baldrige's TQM [total quality management] model and Balanced Score Card concepts together, with our SmartUrban System,' says Francis Chiu, director - corporate services, Urban Group.
The core drivers of the UPM model are visionary leadership, six-star standards, exceeding customers' expectations, asset management, continuous improvement, a green lifestyle, and community care.
