IS ISO 9000 A GOOD YARDSTICK OF QUALITY PROPERTY MANAGEMENT?

Abstract

With intense competition and increasing customer demands, it is crucial for the property management industry to recognize the importance of quality and that it produces productivity and profitability. In order to compete locally and internationally, organizations have adopted quality management systems to raise quality and ISO 9000 is among one of the more popular programmes being used in Singapore. This dissertation seeks to assess if the owning of an ISO 9000 certification leads to quality property management. A local property management firm is used as a case study to evaluate the efficiency and effectiveness in work processes and its staff productivity. This is examined through a survey conducted with the staff and management of the property management firm. From the findings, majority of the respondents felt that the implementation of ISO 9000 quality system does in fact bring about an improvement of quality in work operations and processes. This implies that, to a large extent, ISO 9000 is a good yardstick of quality property management. This study further discusses the definition and importance of quality property management; the principles of ISO 9000 and its applicability to the property management industry; the problems faced by ISO 9000 and further recommendations for quality improvement.