Unified FM system key to continuing service level improvement for leading property group

Changcheng Property Group Co., Ltd. (CCPG) (www.cc-pg.cn), the first joint-stock property management company in China, ranks among the top 3 local Facility Management service suppliers. With operation in 23 provinces, CCPG serves over 26 millions customers all over the country, covering high-rise buildings, villas, serviced apartments, office buildings, shopping malls, municipal public buildings, universities, hospitals, large communities etc.

A visionary company in many respects, Changcheng Property Group took the lead in the Chinese property management market by being the first to achieve ISO9001, ISO14001 and OHSAS18001 certifications. The company gained further credibility by managing the Olympic Village during the 2008’s Olympic Games in Beijing, winning praises as “the best Olympic Village for 40 years” by IOC’s President Mr. Jacques Rogge.

Experiencing fast growth at around 20% per year, CCPG is continuously striving to enhance service levels in order to reinforce its position in a very competitive market. CCPG intends to achieve this goal by systematically promoting good corporate governance and further standardizing its business practices.

CCPG selected Siveco to design and deliver a unified, centralized Property Management System (PMS) that would serve as the platform to implement standards and continuously improve performance across the company’s large, geographical-distributed, organization. Such a platform was considered critical to support growth, i.e. the setup of new branches and contracts according to best practice. The PMS was to cover both soft and hard FM services, namely technical services, cleaning, landscaping and security. The project was launched in August 2009.

In the initial phase of project, the Siveco team was dispatched to Shenzhen to review CCPG’s already very sophisticated best practice (documented in comprehensive manuals and forms) and incorporating it into a web portal based on PMS central database, thus forming the “Core Model” for future roll-out to all sites.

The Core Model covers all aspects of property operations, with the following processes defined across all disciplines (technical, cleaning, landscaping, security):

Main processes:

Support processes:

Deployment processes (for new sites):

The Core Model also defines PMS’ highly-graphical user interfaces, based on maps and processes:

The Core Model was then implemented in Shenzhen region for a first large-scale testing with users in 20 different sites. Implementation consists in collecting all relevant facilities and technical data for the site managed, then training and coaching the staff in the daily utilization of the system. Regular follow-up audits are provided to continuously enhance the utilization of the PMS. This phase of the project was completed by the beginning of 2010.

After successful completion of the pilot, the Siveco China team has helped CCPG roll-out the PMS to all the sites in Shenzhen region: the number of users connecting to the PMS portal is already over 150. The CCPG project team has been trained to further deploy the PMS to its other regions, a process which is now in full swing.

At the same time, the implementation of the bluebee^® mobile solution is under preparation at one of the Shenzhen sites, in order for CCPG to assess the benefits of this approach for Facility Management (inspections, meters reading). Another site will then be selected to integrate the central PMS with a site-level Building Management System.

Chen Yaozhong, President of Changcheng Property Group, said:

“First of all, it is our pleasure to cooperate with Siveco, the largest maintenance consultancy in China, during the past six months. The whole program was very well-organized and structured. It was very flexible, yet strictly followed in terms of the length of the project. In addition, the Siveco China team was very professional, with responsibility in mind. More importantly, Siveco’s way of working matches CCPG’s, with clear management guidelines reflecting a results-driven approach.”

“From a professional point of view, the PMS established by Siveco is invaluable: the whole system, not only better integrates our C-level property management theory in terms of Standardization, Professionalization, and Empowerment, but it also helps our facility managers optimize operations and reduce costs on site.“

“We strongly believe that the PMS will help CCPG solve some of the problems within our old internal operational system, by allowing us to better manage data across the organization, in a practical way, making all key performance indicators and know-how available via the Web.”

“Information technology has become the dominant field in today’s science and technology development, also leading to further development and transformation within the property management service industry. CCPG hopes that synergetic IT systems will further enhance the satisfaction of our customers and improve the welfare of the community”.

CCPG has calculated the direct savings achieved with the project:

Further comments from President Chen about the project and CCPG’s philosophy in general can be found in Chinese on his corporate blog (especially the two articles http://www.cc-pg.cn/blog/user_list_detail.aspx?id=54&userid=13 and http://www.cc-pg.cn/blog/user_list_detail.aspx?id=55&userid=13).

See the video case study: Changcheng Property in 3G time

Tags： CCPG、PMS、Shenzhen、FM、integration、improvement