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Leveraging a culture of excellence
FACILITIES management company CBM has leveraged an innovative streak and a corporate culture that is open to change to become one of the leading players in its sector. With over 2,000 staff, CBM services clients from various industries, such as commercial, retail, residential, industrial, government and hospitality. It also has numerous subsidiaries overseas, including in Abu Dhabi, Doha, Bengaluru and Taipei.
The company attributes much of its success to ensuring business excellence across its operations. "Our corporate culture has always been to pursue continual improvements as the company continues to grow our market share and expand our range of services," said CBM CEO Roy Chiang.
In 2006, the company began reviewing its customer service strategies as it begun expansion into the private sector - including commercial, retail and residential developments - as well as the government sector, including projects for Ministry of Defence and Ministry of Home Affairs properties. CBM saw value in the Business Excellence (BE) framework and assessment process as a way to test its customer service strategies for improvement.
CBM achieved the Singapore Service Class certification in 2007 and Singapore Quality Class (SQC) certification just two years later. More recently, CBM was awarded Singapore Quality Class Star in August 2016, reinforcing its commitment to quality service and management.
Among other benefits, the certification process uncovered gaps and inconsistencies between headquarters' policies and actual practices on the ground. This led to CBM implementing a feedback management process, empowering staff to quickly respond to customer needs on-site, and using multiple survey instruments to determine customer satisfaction.
The SQC also helped to lend credibility to the company with its customers. "Most of our local clients are familiar with the SQC framework. As such, they are convinced that the company has strong internal systems that govern the operations of the company with the focus on continual improvements and customer satisfaction. This does play a part of why we are able to secure contracts at prices higher than market norms," noted Mr Chiang.
The certification has also supported CBM's internationalisation efforts. "Obtaining the certification served as a testament to our management practices and boosted our credentials when we expanded into regional markets such as the UAE (United Arab Emirates), Qatar, India, Thailand and Taiwan," explained Mr Chiang.
The company believes that its focus on continually seeking customer feedback and its willingness to invest in the latest technologies - such as a Video Parking Guidance System that allows car park owners to better manage their properties, and to help motorists to locate their vehicles in complex parking structures - have been key attributes in helping it clinch the BE certifications.
Looking ahead, CBM is working towards attaining the Singapore Quality Award within the next two years. Added Mr Chiang: "Continuing on the BE journey is part and parcel of our continuous improvement initiative. We aim to establish ourselves as a leader in facilities management, and pursuing the Singapore Quality Award will support industry recognition of this status."