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
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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.
Management Structure
Quality-Related Education and Training
At Leben Community, we are working to develop personnel who understand and put into practice the principles of SQMS®. For younger employees, we offer "SQMS® Basic Concept Training" to help them grasp its core principles and key characteristics. To drive the broader adoption of SQMS® both inside and outside the company, we certify employees as SQMS® Masters and award them the SQMS® badge once they have gained sufficient hands-on experience and a deep understanding of its concepts, quality standards, and process management. This certification program began in FY2018, and to date, 13 individuals have been certified.
Since FY2022, we have extended the training program to include employees at branch and sales offices nationwide, further promoting the integration of SQMS® across 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.
Ranked 3rd in the 16th Management Company Satisfaction Survey 2024
Leben Community placed third in the 16th Management Company Satisfaction Survey 2024 (Under 100,000 Units Managed Category).
The survey is conducted by Sumai Surfing, a second-opinion platform with around 310,000 members considering buying or selling condominiums. The site specializes in condominium-focused real estate information and has carried out this survey annually since 2009. Results are based on feedback from actual residents, including buyers and board chairs of large-scale condominium buildings nationwide.
The survey evaluates factors such as satisfaction and willingness to recommend regarding the responses of building staff, front desk personnel, and management companies. The ranking includes only those management companies that received a certain minimum number of responses. As a reflection of the genuine voices of residents, the results are used as a valuable reference when purchasing a condominium or selecting a management company.
We remain committed to continually enhancing our services to meet customer needs and to being a management company people can trust.
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.
Building a Customer Data Utilization Platform
MIRARTH HOLDINGS believes that realizing our Group's purpose starts with staying close to our customers and delivering better services. To this end, we are working to build a customer data utilization platform by leveraging Treasure Data CDP, offered by Treasure Data Inc., a leading company in the field of Customer Data Platforms (CDP).
As we build our customer information platform, we aim to convert customer experiences into data, enabling sales teams, employees, and stakeholders to gain deeper insight into customer needs and deliver more meaningful experiences. We will also collaborate with departments across our Group companies to evaluate sales activity measures aligned with each stage of the customer lifecycle.
To drive this initiative forward, we have collaborated with INCUDATA, a company with deep expertise in customer experience design, data utilization, and platform development.
Looking ahead, we will continue to promote measures to deepen our understanding of our customers and to achieve optimal, data-driven communication.
Apartment Salon LEBEN SALON AKIHABARA EXPERIENCE
Takara Leben has opened a comprehensive apartment gallery, LEBEN SALON AKIHABARA EXPERIENCE. This facility features the company's first use of a virtual reality (VR) viewing system. By installing one of the largest LED vision screens in Tokyo, measuring approximately eight meters across three surfaces including the walls and floor, visitors can fully experience the apartment’s layout, views, exterior, and shared spaces at life size and with impressive realism.
In addition, by consolidating its sales functions into this centralized hub, the Company no longer needs to set up individual model rooms for each property. This approach reduces environmental impact and cuts costs. Moving forward, we plan to roll out this initiative nationwide, delivering immersive viewing experiences and building a more efficient sales network, and contributing to both sustainability and enhanced customer satisfaction.
Sales Staff Survey
Since FY2019, Takara Leben has conducted questionnaire surveys of model room visitors, aiming to better understand how customers perceive our sales staff and Company, and further enhance customer satisfaction. The survey covers various aspects of the sales experience, including how well staff proposals matched customer needs, the clarity and timing of explanations, and whether customers were treated with care and courtesy.
In FY2022, we introduced digital response options via iPad and QR code. By FY2024, we had collected feedback from over 11,000 customers. The aggregated results are fed back to each model room on a monthly basis and shared within the department. Based on the survey results, improvements have been made in customer service and in creating more comfortable spaces, such as shortening service time and installing nursing rooms to make it easier for customers with children to visit. When a comment was received suggesting that designs should incorporate the local landscape and history, the feedback was promptly shared with the relevant internal departments and reflected in condominium development 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.
Founding of Takara Leben Owners Club DLPS
In support of a comfortable lifestyle, Takara Leben has established the Takara Leben Owners Club "DLPS" (Drops) exclusively for purchasers of its original condominium brands—LEBEN, THE LEBEN, and NEBEL—and provides a dedicated app for members. DLPS is a membership-based organization that offers a variety of services related to homes and daily living. Through partnerships with premium credit card member services, it offers exclusive privileges such as the "Owners Elite" program, which delivers a sense of luxury. Members can also enjoy preferential access to services at hotels operated by the company, as well as to a range of affiliated services related to housing and lifestyle. Within the app, members can easily submit repair requests for private residential areas through the "10 for ALL" warranty support service. The app also promotes the use of e-money for accumulating repair reserves for private areas, enhancing convenience for members.
Furthermore, to provide comprehensive support for the daily lives of its residents, Takara Leben also offers a wide range of services in collaboration with Group companies. These include assistance with house cleaning arrangements and consultations for relocation, among other practical services designed to support residents in various aspects of daily life. Through these offerings, we strive to enhance customer loyalty to the Takara Leben brand.
- * DLPS: An application that provides services and information related to housing and daily living. It is designed to enhance customer satisfaction after move-in and foster loyal customers who contribute to synergy across 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 Gatherings for Residents
As part of our support for community building, Leben Community hosts a variety of events where both adults and children can build connections as families while enjoying snacks and games. These include the Social Gatherings for Residents, which supports first-time meetings among residents in newly built condominiums. In condominiums with multiple buildings, we also support joint summer festival events featuring games, food stalls, and workshops that offer children memorable experiences during summer vacation. Although these events were temporarily suspended due to the spread of COVID-19 to prevent infection among residents, they are now gradually resuming as the risk has declined.
Promoting Tenant Communication
MIRARTH 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 "Terra Charge" electric vehicle charging outlets (70 units in total) in 14 residential properties and 2 office properties to improve customer satisfaction. "Terra Charge" is a service that can be used via a smartphone app, and we are gradually introducing it as an initiative to improve convenience for residents and EV users.
