Sustainability Report 2015/16
Award-winning Property Management Services The Group’s property management subsidiaries Hong Yip and Kai Shing always go an extra step to deliver tailored customer experience, constantly striving for excellence. To achieve this, our property management teams have made considerable efforts to offer exceptional quality in service, health and safety, information security, physical safety and security, and technological innovation. The Group, its subsidiaries and properties under management meet various international standards that guide our business operations. Achievements: Hong Yip has won Sing Tao Service Awards for ten consecutive years. Hong Yip received a Hong Kong Services Award from Eastweek magazine. Kai Shing received a 2015 Kowloon West Best Security Services Award and more than ten Outstanding Security Guard Awards. International Commerce Centre managed by Kai Shing received a Silver Award from the Hong Kong Management Association. Nineteen commercial, office and residential properties managed by Kai Shing have received Excellence in Facility Management Awards from the Hong Kong Institute of Facility Management. Six Kai Shing managed properties were honoured in the Hong Kong Electrical and Mechanical Services Department Quality Lift Service Recognition Scheme. Information security: ISO 27001 Hong Yip is proud of its information security management leadership, being the first property management company to obtain ISO 27001 certification. Employees receive professional training on managing sensitive customer and company information. Service quality: ISO 9001 Our property management subsidiaries have a comprehensive approach to quality management for high service quality at all times, and have ISO 9001 certifications. We have detailed guidelines and conduct regular training to equip our staff with the necessary capabilities to meet customer expectations. Customer satisfaction and complaints handling: ISO 10002 Our property management subsidiaries have a complaint management system accredited with ISO 10002 with the aim of creating a customer- focused environment. All customer complaints go through a formal process of reviews and investigations, and customers are assured of receiving our feedback within an appropriate timeframe. Health and safety: OHSAS 18001 Our construction and property management subsidiaries have an OHSAS 18001-accredited health and safety management system that surpasses basic legal requirements. We prioritize health and safety and have established testing measures that are regularly reviewed. Business continuity: ISO 22301 International Commerce Centre has an ISO 22301-accredited Issues and Crisis Management System where drills are conducted every year to prepare employees for a wide range of scenarios. Business continuity procedures are established where high- priority risks are identified. Value Created for Customers Sun Hung Kai Properties Limited Sustainability Report 2015/16 27
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