MANAGEMENT AWARDS AND SERVICE EXCELLENCE IN PROPERTY MANAGEMENT
ENCON Y.Y.HUIALBERT H.C.TSANG
Building Services Operation & Maintenance Executives SocietyDepartment of Industrial & Systems Engineering, The Hong Kong Polytechnic University
摘要：<正> Leading organizations are inclined to conduct customer satisfaction surveys, employee satisfaction surveys, balanced scorecards, benchmarking and participation in management awards. There are costs and benefits associated with these management initiatives and the perceived benefits far exceed the costs. From a case study of a successful Hong Kong property management company that has been a recipient of Hong Kong Management Award and Best Managed Facility Award, the rationale of taking part in these competitions is investigated. Management awards are found to be practical alternatives to benchmarking. The study is enriched with inputs from members of judging panels of the two awards. There are also intangible benefits and the positive impacts on the organization last longer. Internally, there is a change in culture essential for effective implementation of the process of continuous improvement required of a quality management system. Externally, healthy competition among the participants serves as a timey feedback to the organization for raising the standard of management to a higher level.