Service Quality Management System (SQMS®)
Leben Community ensures quality using our unique service quality management system (SQMS®) to continue managing our customers’ important assets over the long term. SQMS® applies ISO 9001, an international standard for quality management systems, to condominium management. It sees condominium management as consisting of four support services (site management, financial management, asset management, and operations management) and applies the PDCA cycle to each to continuously improve quality.
Specific actions include providing feedback to the relevant departments on the opinions of condominium management association members collected through questionnaires, which leads to improvements in the quality of a wide range of services.
SQMS® Process Chart (Service Quality Management)
Quality-Related Education and Training
Leben Community works to develop human resources who understand SQMS® and can put it into practice. It conducts training on the core concepts of SQMS® to ensure that young employees understand its fundamental approaches and characteristics. To develop SQMS® both internally and externally, Leben Community also certifies as SQMS® Masters employees who have extensive practical experience and are well versed in SQMS® concepts, quality standards, process management, and more and grants them SQMS® badges. The SQMS® Master program was launched in fiscal 2018, and 10 employees have been certified to date.
Front man Training
Front men require extensive knowledge as professionals that support the operation of management associations. In order to improve the quality of service they provide, we regularly administer training to all front men. The goal is to provide front men with the skills they require to carry out their duties, through training such as debt recovery operation training led by an attorney, SQMS®-based operation mentality training, and building and equipment training.
Condominium Management Staff Training
Condominium management staff is responsible for reception, inspections, cleaning, consultation, and other duties. To maintain comfortable condominium living environments, they must not only be able to execute their duties appropriately, but also to do so with a smile on their face, speak politely, and be careful about their personal appearance. By providing them with feedback from residents about their day-to-day job performance, conducting regular management staff training, and periodically testing their understanding of training contents, we work to thoroughly improve the quality of service they provide.
In fiscal 2020, in order to prevent the spread of COVID-19, rather than holding study sessions, we distributed materials and conducted confirmation tests based on the results of questionnaires concerning management staff administered to the directors and officers of management associations.
Information Shared on Near-Miss Incidents
One measure we employ to maintain and enhance service quality is sharing information on near-miss incidents relating to condominium management. We use the Management Staff News, which is distributed periodically, to inform all staff members about incidents that almost led to quality-related accidents.
In addition, during company-wide service quality training, we present information on incidents not in compliance with standards that occurred in the previous fiscal year and details of the responses, and this has been useful in reducing quality-related incidents. In fiscal 2020, we focused on communications and sharing warning information in conjunction with the spread of COVID-19.