Building Value & Service Quality
Quality & Comfort
Initiative to Improve Quality Through Obtaining ISO 9001 Certification
With the aim of improving quality to comprehensively support the creation of comfortable living environments for customers, Leben Home Build and Leben Community have established a quality management system in accordance with ISO 9001, the international standard for quality management systems established by the International Organization for Standardization, and have obtained certification.
We regularly monitor and improve our management processes and revise our policies and goals as necessary to continue to provide even higher quality services.
Details of Leben Home Build's Initiatives
| On-site construction in progress |
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| After delivery of the property |
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Details of Leben Community’s Initiative
| Comprehensive condominium management |
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| Condominium repair work |
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Initiatives for Improving Condominium Management Quality
Service Quality Management System (SQMS®)
Leben Community ensures quality using our unique service quality management system (SQMS®) to continue managing our customers’ important assets over the long term. SQMS® applies ISO 9001, an international standard for quality management systems, to condominium management. It sees condominium management as consisting of four support services (site management, financial management, asset management, and operations management) and applies the PDCA cycle to each to continuously improve quality.
Specific actions include providing feedback to the relevant departments on the opinions of condominium management association members, collected through questionnaires, which leads to improvements in the quality of a wide range of services.
SQMS® Process Chart (Service Quality Management)
Quality Philosophy and Policy
Quality philosophy
We hereby declare and state our quality management philosophy to be "Creating a safe and comfortable living environment" in the spirit of "walk the talk."
We will adopt the quality management system advocated by ISO9001 and pursue customer satisfaction and social contribution in our condominium management business under the motto of "speed, dependability, and sincerity" for all our employees.
Quality policy
We have established the following quality policy so that we can continue to provide "speed, dependability, and sincerity" services to our customers
- We will pursue our own existence value to become an indispensable presence for our customers.
- We will provide high-quality and reliable services based on our quality standards.
- We will continuously pursue quality improvement for perennial customer satisfaction.
- We will clarify objectives and targets, and embody the spirit of "walk the talk."
- We will comply with all applicable laws, regulations, norms, rules, etc. and aim to be a corporate citizen trusted by society.
Quality-Related Education and Training
Leben Community is committed to developing human resources who understand and practice SQMS®. We conduct SQMS® Basic Concepts Training for younger personnel to help them understand the basic concepts and features of SQMS®. In addition, in order to promote SQMS® internally and externally, employees who have gained extensive practical experience and are familiar with the SQMS® concept, quality standards, process control, etc. are given the SQMS® emblem and certified as SQMS® Masters. This program was launched in FY2018 and 13 people have been certified so far.
From FY2022, the scope of SQMS® training was expanded to include employees of branch offices and sales offices, such as the Shikoku Branch Office, to further promote SQMS® in the company.
Frontman Training
Frontmen require extensive knowledge as professionals that support the operation of management associations. In order to improve the quality of service they provide, we regularly administer training to all frontmen. The goal is to provide frontmen with the skills they require to carry out their duties, through training such as debt recovery operation training led by an attorney, SQMS®-based operation mentality training, and building and equipment training.
Condominium Management Staff Training
Condominium management staff are responsible for reception, inspections, cleaning, consultation, and other duties. To maintain comfortable condominium living environments, they must not only be able to execute their duties appropriately, but also to do so with a smile on their face, speak politely, and take care of their personal appearance. By providing them feedback from residents about their day-to-day job performance, conducting regular management staff training, and periodically testing their understanding of training content, we work to thoroughly improve the quality of service they provide.
Information Shared on Near-miss Incidents
One measure we employ to maintain and enhance service quality is sharing information on near-miss incidents relating to condominium management. We use the Management Staff News, which is distributed periodically, to inform all staff members about incidents that almost led to quality-related accidents.
In addition, during company-wide service quality training, we present information on incidents which did not comply with standards occurring in the previous fiscal year and details of the responses, and this has been useful in reducing quality-related incidents.
Moreover, we have been working to protect our customers' information by providing focused information when handling personal and confidential information.
SUUMO Award
In the "SUUMO AWARD 2022*" selected by buyers, Leben Community received an "Award of Excellence" in the category of repair services for condominium management companies (with less than 100 units in the Tokyo metropolitan area) for a company that received high evaluation for its daily repair proposals, convincing long-term repair plans and cost estimates.
- * SUUMO AWARD 2022:
Ranking based on satisfaction with condominium developers, condominium sales companies and management companies from various perspectives, including quality, price and initiatives, made through a survey of people who purchased new condominiums in the Tokyo metropolitan area (Tokyo, Kanagawa, Saitama, Chiba, and Ibaraki prefectures).
Customer Satisfaction Improvement
Creating value for customers by promoting DX
MIRARTH HOLDINGS Group believes that it is important to be close to our customers and to promote the provision of better services. We will promote the creation of value for our customers from the aspect of technology.
Establishment of Customer Information Utilization Infrastructure
MIRARTH HOLDINGS believes that the Group's purpose is achieved by being close to its customers and providing them better service. To this end, we are aiming to build a "Customer information utilization platform" by utilizing Treasure Data CDP (customer data platform), a leading company in the CDP domain. In building the infrastructure for utilizing customer information, we aim to provide a better customer experience by converting customer experience into data, thereby deepening the understanding of customers by sales representatives, all employees, and related parties. We are also working with divisions of our group companies to consider new services.
To promote this measure, we will collaborate with Incudata Corp., a company with extensive knowledge in customer experience design, data utilization, and the establishment of utilization infrastructure.
We will continue to promote measures to deepen our understanding of our customers and achieve optimal communication using customer information.
Sales Staff Survey
Takara Leben has been conducting a survey to model room visitors since FY2019 with the aim of understanding customers' images of sales staff and the company so that we can ensure greater customer satisfaction. In the survey, we received evaluations on all aspects of the sales staff's response, including whether they were able to make proposals that met customers' needs, whether their explanations were easy to understand and appropriately timed, and whether they treated customers in a caring and courteous manner.
Since FY2022, we have introduced a survey response method using iPads and QR code readers and have received more than 9,000 customer comments. The tally results are fed back to each model room every month and shared within the department. The survey results are used to improve customer service and create a comfortable space, such as by shortening the time required to serve customers and installing a nursing room to facilitate visits by customers with children. When we received a suggestion to incorporate a design that considered the landscape and history of the area, it was promptly communicated internally to the relevant departments and utilized in the development of condominiums and product planning in the same area.
Tenant Survey
Takara Leben Real Estate Investment Corporation conducts surveys to as many tenants as possible as part of its tenant-facing measures and strives to consider and implement measures to improve satisfaction levels. We have received valuable feedback from office and commercial properties (10 properties, 127 tenants) on their satisfaction levels, desired renewal areas, and measures against the new Corona virus, which will lead to the maintenance of good communication in the future.
In FY2022, based on feedback from several tenants at the Kawagoe West Building, we held a dialogue with tenants and installed a "Pythagora device (Rube Goldberg machine)" in the common area on the first floor as a measure to reduce stress caused by the time waiting to get on the elevator. In addition to questions about commuting time and satisfaction with the management of residential properties, we also received several valuable comments that will be helpful for future property management, such as the introduction of renewable energy. We will continue to conduct surveys on a regular basis and share the results with property management companies to continuously improve resident satisfaction.
Management Operation Survey
Leben Trust, a real estate leasing and management company, conducts surveys of owners of managed properties to understand their evaluations of and requests for management services, and to provide better services. In the survey, we received evaluations and opinions regarding the overall management services we are entrusted with, including tenant recruitment, income and expense reports, building maintenance, and the responsiveness of our sales and property managers. We will continue to provide more attentive services and improve our operations based on the evaluations and feedback we receive, with the aim of enhancing the value of real estate, which is an important asset for owners.
Establishment of Takara Leben Owners Club "DLPS"
In order to support the realization of comfortable lifestyles, Takara Leben has established the Takara Leben Owner's Club "DLPS*" (Drops), an application exclusively for subscribers, which provides housing and living services to contract holders of our original condominium brands "LEBEN", "THE LEBEN" and "NEBEL" series. DLPS is a membership organization that provides various services related to housing and living. It is partnered with a service for advanced credit card members “Honors Elite,” which offers preferential access to hotel facilities operated by the company, as well as a variety of services provided by partner companies related to housing and living. Through the application, the company is working to increase customer loyalty to the Takara Leben brand by providing services such as a repair request service for exclusive areas as part of the "10 for All" peace of mind warranty service and an exclusive area repair reserve system using electronic money.
Furthermore, in response to the growing interest in health in recent years, Takara Leben has formed a business alliance with Fukujukai, a medical corporation that has long provided community-based medical and nursing services, to provide content focused on medical and welfare services.
From February 2024, the "DLPS" application will include health-related columns by medical professionals and a form for health-related consultations to support users' health.
- * DLPS: An application that provides services and information related to housing and living with the aim of improving customer satisfaction after moving in and fostering loyal customers that generate synergies for the entire group
Community Activities in the Leben Community
In the wake of the Great East Japan Earthquake in 2011, the importance of community building in condominiums is being reevaluated. Leben Community, which provides condominium management services, supports the formation of communities among condominium residents, believing that building face-to-face relationships daily not only makes life easier, but also helps prevent crime and provides help and reassurance in times of emergency.
Social Gathering for Residents
As part of its support for community building, Leben Community holds various events, such as " Social Gathering for Residents," which help residents meet each other for the first time in newly built condominiums. We also hold a variety of events to help adults and children connect with other family members while enjoying sweets and games. At the condominiums where several buildings are clustered together, we support joint summer festival events that provide children with summer vacation memories through games and food stalls, as well as workshops. In FY2023, resident get-togethers are being resumed as the risk of new coronavirus infection has been reduced.
Promoting Tenant Communication
MIRARTH Real Estate Advisory (formerly Takara PAG Real Estate Advisory), which is entrusted with asset management of Takara Leben Real Estate Investment Corporation, is promoting tenant communication by installing disaster prevention measures and equipment to improve comfort in the properties owned by the investment corporation.
Health and Safety Considerations for Tenants
In addition to AEDs, stockpiles for disasters, and digital signage to inform people of evacuation routes, we have installed emergency chairs in the elevators that serve as emergency stockpiles, emergency toilets, stools, and luggage storage.
Also, posters promoting the use of stairways are displayed to raise awareness among the residents regarding health.
Installation of EV charging infrastructure
We have installed EV car charging outlets "Terra Charge" (60 units in total) at 11 residential properties and 2 office properties to improve customer satisfaction. "Terra Charge" is a service that can be used via a smartphone application and is being gradually introduced as a measure to improve convenience for both residents and EV users.
