Management Quaility

I. Introduction
Super Success Property Management Company is one of the largest property management organizations in Hong Kong. It currently manages over a hundred million square feet of properties including commercial buildings, shopping malls, residential estates, commerce and trade buildings, HOS estates, clubhouse and leisure facilities management in Hong Kong. The company implemented quality systems such as ISO 9001, OHSAS 18001, ISO 14001, etc. to enhance the management quality of the organization.
   
( International Organisation for Standardisation)
We are the members of the Quality Enhancement Group, an instruction given by the top management that we should review the current quality systems and quality related issues regarding the Complaint Handling Procedures and the Safety Performance Measurement and Monitoring Procedures. After reviewed those systems and issues, we will make some recommendations for continuous improvement of the organization.

Complaint Handling Procedures in ISO 9001:2008
The current quality system complies with the requirements of ISO 9001:2008. It includes a Quality Manual, Quality System Procedures, Site Instructions and associated quality related documents. We are concentrated in reviewing the most significant issue --Complaint Handling Procedure (CHP) which is affecting the customer’s satisfaction of the organization. The CHP can be simply described as follows:-

1. Register complaints to Complaint Log Book;
2. Investigate each case and recorded in a separate Investigation and Action Request (IAR) sheet;
3. Analyze and rectify the problem occurred if necessary;
4. For verbal reported case, reply the initiator directly; for written reported case, reply within 3 days to the initiator by letter.
5. All actions must be recorded on the Complaint Log Book. Any Job Order, Cleaning Order or Request for Contractor Work issued must be recorded;
6. Copy of any reply letter must be submitted to the top management.

The...