Synergis is the first property management company in Hong Kong to implement "Total Quality Management" (TQM). At the heart of TQM is management's commitment to achieving total customer satisfaction through continuous improvement. Synergis has developed a comprehensive world class management model for the implementation of TQM throughout the organization, from senior management to front line staff.

TQM's main focus is on continuous improvement, and its operation can be divided into two parts.

This involves enhancing the efficiency and effectiveness of the working environment, motivating staff to provide customers with the best quality service. In addition, the process of improvement simplifies and streamlines the workflow, resulting in prompt reactions to customers' needs, and significantly lower costs.

Using the "Quality Circle" concept, front line staff take the initiative in forming "Quality Circles" in which they actively formulate solutions to problems they encounter in daily operations. They then share their experiences through well-established communication channels. This procedure, in conjunction with our ISO 9001 and ISO 14001 standards, guarantees high quality and customized services.

Synergis has adopted the Baldridge Management Model in its operation to achieve Total Quality Managment. The model is a world class one, incorporating clear guidelines and measures designed to help motivate all employees and steer them towards achieving the Company's Vision, Mission, Core Values and Goals.

ISO 9001: 2000 Accreditation for All Properties Managed by Synergis

Since Synergis obtained ISO 9001:2000 accreditation from the HKQAA in January 2001, we have applied the upgraded quality system to all our properties, and integrated it into the company's Total Quality Management Model. By continuously improving our quality system, we are able to consistently provide high quality management services to every one of our customers.

Synergis is highly committed to meeting customer requirements and complying with all legal and regulatory requirements. We continue to make improvements to our quality management system to ensure high quality performance is maintained. It is management policy to establish a service level agreement with each customer, which lays out agreed service standards in security, cleaning, repair and maintenance, carpark management, collection of management fees, income and expenditure, handling of new move-ins, handling of complaints and enquiries, and communication with owners.

To fully implement the ISO system throughout the company, in 2002 the Synergis Quality Assurance Committee enhanced its in-house ISO training. Estate managers were introduced to the ISO 9001:2000 requirements through a series of examples and practical workshops, which were also used to improve the auditing skills of our internal auditors. Implementing the upgraded 2000 version also helped us closely monitor the daily operation of our quality system.

Our IQA team was set up in 1996. Members come from different staff levels, and include management, technical, operational and administrative staff. The target of the IQA team is to audit all managed properties once every two years.

The Company establishes a Quality Plan for each site, which defines operational requirements and sets quality objectives to be achieved. Quality objectives are reviewed and/or re-set regularly for continual improvement.

In the future, we look forward to building up an integrated management system which combines quality, health and safety, and environmental management and which will also be extended to our facilities management such as call centres, workplace and helpdesk services.

ISO 14001: Environmental Management System Accreditation for Environmental Protection

Synergis is fully committed to protecting the environment, preventing pollution and continually improving its environmental management system. To accomplish these objectives, we have established an Environmental Management System (EMS), which includes an Environmental Management Manual, Environmental Management Procedures and Working Instructions designed to comply with all legal and regulatory requirements. We have also set company objectives and targets for preventing pollution and for conserving energy by reducing waste, lowering electricity and water consumption, and recycling domestic waste in properties managed by the Company.

In pursuit of these goals, we are working to conform to the ISO 14001 Environmental Management System, which will be closely linked to the Company's ISO 9001 quality system. The Company environmental management policies also rely on co-operation with suppliers, residents and tenants in promoting and implementing environmental management programmes and procedures.

To provide a safe and comfortable working environment for all Synergis staff, we have implemented the 5-S Management System (5-S). The 5-S are Structurise, Systematise, Sanitise, Standardise & Self-discipline. In 2001 we became the first property management company to be awarded the 5-S Management System Certificate by the Hong Kong 5S Association. 5-S helps the company maintain good housekeeping practice in all working areas, thus increasing productivity and effectiveness and enhancing our professional image. Our aim is to establish ourselves as the industry benchmark for quality control.

With strong commitment and support from Synergis senior management, and full staff co-operation, 5-S has been implemented successfully throughout the company. Our internal training and promotional activities ensure that all staff clearly understand the concepts of 5-S. The system has been implemented in most of our managed properties. Our fully certified 5-S properties are our Headquarters office, Harvest Garden, Hong Pak Court, Tanner Garden & Kwong Ming Court. A further two certified sites, Tin Chung Court & Elegance Garden, will be added in October 2003. Our target is to have at least one certified site in each region, to act as the 5-S model site.

To encourage safe working practices amongst our employees and sub-contractors, and to provide a safe and healthy environment for our customers, since 2001 Synergis has operated a Health and Safety Management System which is in full compliance with the Factories and Industrial Undertakings (Safety Management) regulations. The System has been integrated into our Quality Management System, and launched in full across all our properties.

Our System provides comprehensive coverage of all essential health and safety issues relating to our management services:

	Clear health and safety policies outline comprehensive health and safety procedures and checklists for employees and sub-contractors.
	A Health and Safety Committee, with members from all levels, devises internal and external safety and health promotion plans to create a safe and healthy environment for employees, sub-contractors and customers.
	Well-organized health and safety training plans are used to enhance employees' safety knowledge, and a scheme that provides suitable personal protection equipment further helps improve safety protection to our staff in the course of their work.
	Thorough risk and hazard assessment/elimination procedures and emergency preparedness plans are in place to ensure that all service processes are delivered safely and with minimum risk.
	Regular safety inspections, safety reviews and independent health and safety audits are conducted to provide quality assurance for every aspect of health and safety.
	Effective vendor safety management, including safety performance pre-qualification and assessment, ensures sub-contractors are working in line with health and safety requirements.
	Well-established health and safety structures identify the health and safety responsibilities of every employee.

Over the years, Synergis has developed and streamlined its business processes from the planning right through to the implementation stage. It has achieved this by utilizing a well-defined Synergis Management System, which provides clients with comprehensive business operation guidelines and processes. The system can be divided into the following stages:

Synergis has used information technology resources to structure the system through web-based network. Staff can obtain relevant business process information from the network, which forms part of a pilot scheme for implementing the E-ISO project.

Along with the implementation of Total Quality Management (TQM), 1997 also saw the introduction of the Quality Circle ("QC") as an effective tool for achieving continuous improvement and service excellence. QC activities have now become one of the most important assets of our corporate culture, and we have moved from just 16 original QCs in 1997 to more than 50 today. Our QC teams have generated many quality proposals that have enhanced the efficiency and productivity of our daily operations, leading to significant improvements in service standards.

Since 1997, we have achieved several breakthroughs in our implementation of QC:

1997		QC first introduced to the company
1998		"Best QC Proposal Election" first organized
1999		Designated as "Quality Circle Year"
		Became the first company to receive the Hong Kong Quality Circle Award, granted by the Hong Kong Management Association
		First participated in the Quality Improvement & Experience Sharing Convention, jointly organized by nine quality organizations such as MTRC, KCRC and Hong Kong Post.
		Participated in the Singapore International Exposition of Quality Circle
2000		Chosen as main organizer of the Quality Improvement & Experience Sharing Convention
2003		Received the Hong Kong Quality Circle Award (Silver Prize in the Servicing Category) from the Hong Kong Quality Management Association and The Hong Kong Productivity Council

Synergis sees QC activities as continuing to play an important part in future corporate life, with top management acting as vital role models for implementing and sustaining QC activities.

At the Center of Excellence, our clients can learn more about the external recognitions, awards and accreditations we have achieved to date, as well as information on our best practices and our latest innovative products and services.

Since the company's implementation of Total Quality Management, the pursuit of continuous improvement has driven us to provide consistently excellent services to our customers.

Synergis has taken a leading role in the market and successfully achieved several firsts within the industry:

Our commitment to service excellence has seen Synergis build up a pioneering quality image in the market. We will preserve and foster our culture of quality and our core values to achieve further breakthroughs in the future. Our success in attaining service excellence will become a benchmark in the industry, and a path for ever-increasing business opportunities.