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JLL Property Management Department Document List

Item Procedure

number

Document description Rev Date

1 QSP 4.1 Quality System Procedure Control

Procedure

B 20/05/2011

2 QSP 4.2 Operation Document Control

Procedure

C 03/02/2012

3 QSP 4.3 Statutory and Regulatory

Requirements/Standards Control

Procedure

C 20/05/2011

4 QSP 4.5 Quality Records Control Procedure C 24/08/2012

5 QSP 5.1 Management Review Procedure C 20/05/2011

6 QSP 6.1 Training Procedure D 20/05/2011

7 QSP 7.1 Contract Review Procedure C 20/05/2011

8 QSP 7.2 Design and Development Procedure D 24/08/2012

9 QSP 7.3 Supplier Control Procedure D 20/05/2011

10 QSP 7.4 Procurement Control Procedure F 20/05/2011

11 QSP 7.5 Tender Control Procedure H 24/08/2012

12 QSP 7.6 Inspection and Verification Procedure C 20/05/2011

13 QSP 7.7 Process Control Procedure E 20/05/2011

14 QSP 7.8 Equipment Preventive Maintenance

Procedure

B 20/05/2011

15 QSP 7.9 Product Identification and Traceability

Procedure

B 20/05/2011

16 QSP 7.10 Customer Property Control Procedure B 20/05/2011

17 QSP 7.11 Handling and Storage Control

Procedure

B 20/05/2011

18 QSP 7.12 Equipment Calibration Control

Procedure

D 24/08/2012

19 QSP 8.1 Internal Quality Audits Procedure D 12/06/2012

20 QSP 8.2 Nonconforming Product / Service

Control Procedure

B 20/05/2011

21 QSP 8.3 Corrective & Preventive Action

Procedure

B 20/05/2011

22 QSP 8.4 Customer Complaints Handling

Procedure

E 20/05/2011

Jones Lang LaSalle Ltd. Jones Lang LaSalle Management Services Ltd.

Residential Management Services Ltd.

QSP 4.1 Quality System Procedure Control Procedure Page 1 of 4

Rev : B

Rev. Revision Details Effective Date

A Initial release

30/11/2002

B Second release (Revised header section)

20/05/2011

Prepared by : Title : Senior Manager Date : 16/05/2011

(David Yu) Reviewed by : Title : Management Representative Date : 19/05/2011

(Carrie Lam) Approved by : Title : Department Head Date : 20/05/2011

(William Lai) IF THE CONTROL STAMP COLOR IS NOT RED,

THEN IT IS AN UNAUTHORISED COPY. PLEASE REFER ONLY TO THE CONTROLLED COPY.

_________________________ CONTROL STAMP

QSP 4.1 Quality System Procedure Control Procedure Page 2 of 4

Rev : B

1.0 PURPOSE To set forth the procedure to control the approval, issuing, changes and distribution of Quality

System Procedures. 2.0 SCOPE This procedures applies to the control of all Quality System Procedures within the company. 3.0 REFERENCE DOCUMENT Not applicable. 4.0 DEFINITION 4.1 QSP is the abbreviation for Quality System Procedure. 4.2 Controlled Copy Holder is the valid receiver of the newly released or latest version of

QSP. 5.0 RESPONSIBILITY 5.1 Division Head is responsible for the approval of QSPs. 5.2 Management Representative is responsible for maintaining the updated QSPs,

distributing the controlled copies, recalling the obsolete copies from user point and maintaining a distribution list and a master list for the QSPs.

5.3 The Controlled Copy Holders of QSPs are responsible for maintaining the controlled

copies and allowing these documents to be readily accessible to employees in their department or responsible areas.

6.0 TRAINING AND QUALIFICATION REQUIREMENTS No specific training or qualification is required for carrying out this procedure. 7.0 PROCEDURE 7.1 Initiation of new/revised QSP 7.1.1 Any employee can initiate a new / revised QSP by submitting a drafted

procedure to his / her team leader or the Management Representative for endorsement.

7.1.2 Management Representative reviews the draft QSP. The rejected draft is

returned to the relevant person.

QSP 4.1 Quality System Procedure Control Procedure Page 3 of 4 Rev : B

7.1.3 Management Representative assigns index number with the format "QSP XX.X"

for the new Quality System Procedures after satisfactory review. 7.1.4 Revision of a QSP is indicated by advancing the revision member, each time the

document is changed. 7.1.5 The reviewed drafted procedure is forwarded to Division Head for approval. 7.2 Distribution and Maintenance

7.2.1 Master copies and Master List of QSP shall be maintained by Management Representative. The Master List of QSP identifies the current revision status of documents and is readily available for staff to examine in order to preclude the use of invalid and/or obsolete documents.

7.2.2 The master QSPs are identified with original approval signature.

7.2.3 Upon receipt of revised/new QSPs, Management Representative or his delegate should post the document on the company’s electronics library. Management Representative or his delegate shall inform all Head Office regarding the changes or new issuance of the document by appropriate means such as email.

7.2.4 All staff can access the document via through the electronics library.

7.2.5 If the document is required to distribute to other parties upon request. The

distribution information shall be recorded on the distribution list.

7.2.6 All distributed copies of QSP will be chopped with a” CONTROLLED” stamp in a non-black colour.

7.2.7 Obsolete QSP documents are promptly removed from the point of use or

scrapped by the user or Management Representative.

7.2.8 Management Representative shall maintain obsolete QSP master copy. It is identified by a stamp “OBSOLETE” or “SUPERSEDED”

QSP 4.1 Quality System Procedure Control Procedure Page 4 of 4 Rev : B

7.3 Standard Format of QSP 7.3.1 Each QSP is required to comply with the following format:-

Cover Page

Purpose

Scope

Reference Document

Definition

Responsibility

Training and Qualification

Procedure

Records

Attachment 8.0 RECORD

8.1 One set of updated of QSPs are kept by Management Representative permanently.

8.2 Updated QSP Master List and distribution list are kept by Management Representative permanently.

8.3 Management Representative will keep the obsolete documents for one year.

9.0 ATTACHMENT Nil



QSP 4.2 Operation Document Control Procedure Page 1 of 4

Rev : C


A

Initial release

30/11/2002


20/05/2011

C Third release (Minor amendment to the definition and responsibility)

03/02/2012


(Danny Yip) Reviewed by : Title : Management Representative Date : 02/02/2012




_________________________ CONTROL STAMP


Rev : C

1.0 PURPOSE To set forth the procedure of controlling Operation Document in use within the company. 2.0 SCOPE This procedure is applicable to the initiation, approval, registration, distribution, maintenance

and storage of Operation Document. 3.0 REFERENCE DOCUMENT Nil 4.0 DEFINITION 4.1 For the purpose of this procedure, the term "Operation Document" is used to denote all

types of work instructions which include but are not limited to the following types of documents:-

- Instruction in various formats such as memo, document template and checklist,

etc. - Forms

4.2 The Operation Documents in the company are divided into two categories as follows:- * Category A - Operation Documents that all head office staff and/or site staff

must follow. * Category B - Operation Document for a particular supporting department, team

or site generated and approved by the respective Department Head / Team Leader / Management Surveyor.

5.0 RESPONSIBILITY 5.1 Department Head or head of supporting department is responsible for approving

Category A Operation Document related to his/her duties. 5.2 Team Leader and head of supporting department are responsible for approving

Category B Operation Document which affects the operations within his or her area of responsibility.

5.3 Management surveyor is responsible for approving Category B Operation Document

which is initiated by Building-in-charge. 5.4 Team leader is responsible for approving Category B Operation Document which is

initiated by Management Surveyor.


Rev : C

5.5 Building-in-charge is responsible for:

ensuring the relevant Categories A and B Operation Documents are readily accessible to site personnel within his or her area of responsibility; and

maintaining an appropriate control and file system to prevent damage or loss. 5.6 Department Head or head of supporting department is also responsible for:

communicating the approved Category A Operation Documents to all head office and / or site staff ; and

ensuring the said documents are accessible to the staff at the points of use. 6.0 TRAINING AND QUALIFICATION REQUIREMENTS No specific training or qualification is required for carrying out this procedure. 7.0 PROCEDURE 7.1 Control of Operation Document 7.1.1 Initiation and Approval of Operations Document 7.1.1.1 When a new or revision to an existing Operation Document is needed

in a site or Head Office, the initiator submits a draft Operation Document to the responsible personnel for review and approval.

7.1.1.2 Upon the Operation Document is approved, a document number for

each approved Operation Document will be assigned. 7.1.1.3 The rejected Operation Document is returned to the initiator for

information. 7.1.2 Issuance and Control of Operation Document 7.1.2.1 Revision of an Operation Document is indicated by advancing the

revision number, each time the document is updated. 7.1.2.2 Department Head or head of supporting department registers the

updated Operation Document Master List . 7.1.2.3 Upon the receipt of the revised document, the controlled copy holder is

required to dispose of the old copy.

7.1.2.4 The master copy of the obsolete Operation Document is retained for one year for reference.


Rev : C

8.0 RECORD 8.1 Operation Document Master List and master copy of Operation Document are

maintained and kept by the department secretary or head of supporting department.. 8.2 Obsolete master copy of Operation Document is to be kept for one year by the

department secretary or head of supporting department. 9.0 ATTACHMENT Nil



QSP 4.3 Statutory and Regulatory Requirements/ Page 1 of 3

Standards Control Procedure Rev : C


A

Initial release

30/11/2002

B Second release (in address of ISO 9001 : 2008 requirements)

06/07/2009

C Third release (Revised header section)

20/05/2011



(Carrie Lam) Approved by : Title : Division Head Date : 20/05/2011



_________________________ CONTROL STAMP



1.0 PURPOSE To set forth the procedure of approval, issuance, and changes of applicable standards and

statutory/regulatory requirements. 2.0 SCOPE This procedure applies to the standards and statutory/regulatory requirements. Which are

applicable to the daily operation of the company. 3.0 REFERENCE DOCUMENT Nil 4.0 DEFINITION 4.1 For the purpose of this procedure, the term “Standards” is used to denote:- - National standards - International standards - HK legislation - HK Ordinance - HK By-Laws - Guidelines - Rules 5.0 RESPONSIBILITY

5.1 The relevant Functional Committees are responsible for the recommendation of the use of standards, for reviewing the standard used and for arranging for the acquisition of standard.

5.2 The Management Representative (MR) or his delegated person is responsible for

ensuring that the Legal and Other Requirement is kept up to date and that it is communicated to all relevant personnel.

6.0 TRAINING AND QUALIFICATION REQUIREMENTS No specific training or qualification is required for carrying out this procedure. 7.0 PROCEDURE 7.1 Identification of applicable standards

7.1.1 Identification of applicable standards

The relevant Functional Committees and MR or his delegated person shall source information from the following:- a) The Government Gazette, or b) Notices from relevant Government Departments, or c) Government’s Web-Site d) Relevant International Standard Web-Site

7.2 Control of Standards 7.2.1 After the consolidation, the MR or his delegate shall prepare a register to list out all

the standards that are applicable for the company.



7.2.2 The MR or his delegate will post the register on the company’s electronics library. 7.2.3 If there is any changes or new issuance of standard, the MR or his delegate shall

update the register and post it on the company’s electronics library again. After that, he shall inform the updated status to all head office staff by appropriate means.

7.2.4 All the staff can access the standard by accessing the relevant Internet Web-Site.

7.2.5 However, if there is any standard that cannot be accessed via the relevant Internet

Web-Site, the MR or his delegate should arrange to obtain the hardcopy.

7.2.6 The hardcopy of standard should identified by the Red “Controlled Copy” markings stamped on the cover of the front page of the document.

All the outdated standards shall be identified by the Red “OBSOLETE” stamp.

8.0 RECORD 8.1 Obsolete versions of the Register of Legal Requirements and Standard(s) should be

maintained by the MR or his delegated person for one year. 9.0 ATTACHMENT

Nil



QSP 4.5 Quality Records Control Procedure Page 1 of 3

Rev : C


A

Initial release

30/11/2002


20/05/2011

C Third release (Correction to minor mistake)

24/08/2012

Prepared by : Title : Senior Manager, Quality Control Date : 22/08/2012





_________________________ CONTROL STAMP


Rev : C

1.0 PURPOSE To set forth the procedure for controlling quality records for both individual site and Head Office. 2.0 SCOPE This procedure applies to quality records which are maintained to demonstrate the achievement

of required quality and the effectiveness of the quality system. 3.0 REFERENCE DOCUMENT N/A 4.0 DEFINITION

Quality records are records related to the quality of services provided by the company. They are specified in the record section of the Quality System Procedures or in the Operation Document, e.g. site staff particular records, tenant master records or occurrence log book.

5.0 RESPONSIBILITY 5.1 The Team Leader / Head of Supporting Department or his / her dedicated person who

is responsible for filing, maintaining and controlling the quality records are identified in the "Record" section of the Quality System Procedures or specified in the Operation Document or relevant ordinance / code of practice.

5.2 The Team Leader / Head of Supporting Department is responsible for defining control

procedure of quality records stored in Head Office. 5.3 Manager or Surveyor or Building-in-charge is responsible for defining control procedure

of quality records stored at site. 6.0 TRAINING AND QUALIFICATION REQUIREMENTS No specific training or qualification is required for carrying out this procedure.


Rev : C

7.0 PROCEDURE 7.1 Hard Copy Quality Records 7.1.1 All quality records are required to be identified by responsible personnel who are

specified in record section of Quality System Procedures or operation documents.

7.1.2 All identified quality records shall be collected and filed in a systematic and

indexed manner by responsible persons. 7.1.3 Each file of quality records shall be stored in a suitable place (e.g. cabinet) so as

to minimise deterioration or damage and to prevent loss. 7.1.4 The retention period of each kind of quality record is specified in record section

of the Quality System Procedures or in the operation documents or relevant ordinance / code of practice. Team leader / Head of Supporting Department shall determine the disposition of the old records after the retention period.

7.2 Electronic Quality Record

7.2.1 The video tapes (for site) should be maintained and kept in good condition for an

appropriate period as decided by the Building-in-charge. 7.2.2 If the computer records are not sustained by hardcopy, backup of electronic data

should be maintained and made periodically by the Building-in-charge or the dedicated person.

7.2.3 All identified electronic quality records shall be collected, labelled, and stored in

a systematic and indexed manner by responsible persons. 7.3 If the retention period of quality records is not defined, the retention period is one year. 8.0 RECORD

Nil. 9.0 ATTACHMENT

Nil.


Residential Management Services Ltd. QSP 5.1 Management Review Procedure Page 1 of 3

Rev : C


A Initial release 30/11/2002

B Second release

(Section 7.2 revised)

01/01/2006


20/05/2011






_________________________ CONTROL STAMP

QSP 5.1 Management Review Procedure Page 2 of 3

Rev : C

1.0 PURPOSE To set forth the procedure to control the regular management review for the company's quality

system so as to ensure its continuing effectiveness and suitability. 2.0 SCOPE This procedure applies to the management review covering all aspects of the company's quality

related activities. 3.0 REFERENCE DOCUMENT 3.1 QSP 4.1 Quality System Procedure Control Procedure 3.2 QSP 8.3 Corrective and Preventive Action Procedure 4.0 DEFINITION The Management Review Meeting (MRM) is held to review the performance of the existing

quality system. The MRM will include Division Head, the Group Leaders, Team Leaders, Department Heads, Management Representative & other personnel nominated by the Division Head.

5.0 RESPONSIBILITY 5.1 Management Representative or his delegate is responsible for initiating meeting,

defining and issuance of agenda, chairing the meeting and issuance of minutes for the Management Review Meeting.

5.2 Management Representative or his delegate is also responsible for following up the

corrective actions approved in the Management Review Meeting and reporting the performance of the quality system to the Division Head.

6. TRAINING & QUALIFICATION REQUIRED No specific training or qualification is required. 7. PROCEDURE 7.1 The Management Representative convenes MRM at least once per year.

QSP 5.1 Management Review Procedure Page 3 of 3

Rev : C

7.2 The agenda includes the review of but is not limited to the following :

- results of audits; - customer feedback including complaints; - process performance and product conformity; - status of preventive and corrective actions; - follow-up actions from previous management reviews; - changes that could affect the quality management system; and - recommendations for improvement which include

a. improvement of the effectiveness of the quality management system and its processes

b. improvement of product related to customer requirements 7.3 In case corrective action is required, MRM initiates the action via : - issuance of Corrective and Preventive Action Request (CPAR) to the responsible

personnel in accordance with QSP 8.3 Corrective and Preventive Action Procedure.

- initiation of a modification of the Quality Manual and/ or Quality System

Procedures in accordance with Quality Manual or QSP 4.1 Quality System Procedure Control Procedure.

7.4 Management Representative or his delegate prepares the Management Review

Meeting Minutes after the Management Review Meeting. He/she distributes the meeting minutes to all MRM members and the Division Head.

8. RECORD Agenda and minutes of Management Review Meeting are kept in Management Representative

for a minimum period of 3 years. 9. ATTACHMENT Nil



QSP 6.1 Training Procedure Page 1 of 3

Rev : D



B

Second release

(Removal of the evaluation form)

01/01/2006

C Third release

(Job responsibilities changed)

06/07/2009

D Forth release (Revised header section)

20/05/2011






_________________________ CONTROL STAMP


Rev : D

1.0 PURPOSE To set forth the procedure for identifying the training needs and provide training for employees

who perform activities affecting quality. 2.0 SCOPE This procedure applies to all staff (both head office & site office) within the company. 3.0 REFERENCE DOCUMENT Not applicable 4.0 DEFINITION Nil 5.0 RESPONSIBILITY

5.1 HR Department HR Department will coordinate with all Functional Committees and Supporting

Departments to identify the training needs (General) of the employees. 6.0 TRAINING AND QUALIFICATION REQUIREMENTS No specific training or qualification is required for carrying out this procedure. 7.0 PROCEDURE

7.1 Basic Training Requirement of New Building Staff

7.1.1 For new building staff, they need to attend Induction Training within probation.

HR Department is responsible for coordinating the training. 7.2 Identification of Training Needs of Staff

7.2.1 HR Department will coordinate with all Functional Committees and Supporting Departments to identify the training needs of staff annually and prepare the annual train plan & training budget to senior management for approval.

7.2.2 Review of the progress will be made at regular interval. An assessment will be

made at the year-end to identify areas that need to be enhanced in future. 7.3 Training with Internal Trainer 7.3.1 The assigned organiser prepares training materials which are approved by the

relevant Committee(s) or the delegated director prior to use. 7.4 Training with External Trainer 7.4.1 The relevant Committee(s) or HR Department or the delegated director shall

assess and select suitable training agent according to reputation, pamphlet, and/or referrals etc of the training agent.


Rev : D

7.4.2 The assigned organiser solicits relevant information about the training programme provided by the approved training agents.

7.4.3 After the training is completed, the performance of the training agent, where

necessary, will be assessed by the relevant Committee(s) or Supporting Department(s) or the delegated director(s).

7.5 Training Evaluation Subject to the top management or the relevant Supporting Departments’/Committee’s

decision and depended on the training nature, training evaluation will be preformed by the means of written examination or questionnaire or annual appraisal.

8.0 RECORD

8.1 Annual workplan and budget will be kept by the HR Department for two years.

8.2 Appraisal Record will be kept by HR Department for one year after the termination of employment. Other training evaluation record (if any) will be kept by the relevant Committee(s) accordingly.

8.3 Training Record shall be kept by:

- HR and Training Committee, or - Technical Services, Health and Safety Committee, or - Human Resources Department - For quality related training record, it will kept by MR or his delegated person

The training record will be kept by the above personnel for one year after the termination of employment.

9.0 ATTACHMENT Nil



QSP 7.1 Contract Review Procedure Page 1 of 5

Rev : C


A

Initial release

30/11/2002

B

Clearly define the Management Agreement Verification and Approval

Procedure

01/04/2004


20/05/2011






_________________________ CONTROL STAMP


Rev : C

1.0 PURPOSE To set forth the requirements for reviewing each client contract to ensure that the company has

the capability to meet client requirements. 2.0 SCOPE This procedure applies to contract review activities of the company. 3.0 REFERENCE DOCUMENT QSP 7.7 Process Control Procedure 4.0 DEFINITION 4.1 A Management Contract refers to the Management Agreement, Deed of Mutual

Covenant or any written document confirmed by the client. 4.2 The Management Proposal is a document includes the services to be provided to

ensure an efficient and comfortable environment for the occupants. 5.0 RESPONSIBILITY 5.1 Director/ Associate/ Manager 5.1.1 handles enquiries from clients; 5.1.2 communicates with clients on the company's capability in fulfilling the contracts; 5.1.3 communicates all client requirements within the company and co-ordinate

contract review activities. 5.1.4 performs site inspection or review building plans and drawings. 6.0 TRAINING AND QUALIFICATION REQUIREMENTS No specific training or qualification is required. 7.0 PROCEDURE 7.1 The Handling of client enquiries 7.1.1 All client enquiries are handled by the Manager, Associate Directors or Director. 7.1.2 They will communicate with the client and review client's requirements.


Rev : C

7.1.3 Whenever practical, the Director /Associate Director / Manager assigns Management Surveyors to form an inspection team. The Inspection Team will conduct a site visit to the prospective site or review building plans and drawings. The results are recorded on Initial Inspection Report to be kept in the Management Proposal file.

7.2 Preparation of Management Proposal 7.2.1 The Associate Director / Manager prepares a Management Proposal based on

the results of site inspection and any statutory and regulatory requirements. The content of the Management Proposal may include but is not limited to the following:

(a) description of the property; (b) pre-completion stage service; (c) operational service; (d) maintenance and repair; (e) insurance; (f) financial management; (g) terms of appointment. 7.2.2 The Management Proposal is approved by the Director before submitting to the

client for comment. 7.2.3 Feedback from the client is reviewed by the Director / Associate Director /

Manager. The feedback and the associated comment are recorded and kept in the Management Proposal file. The Management Proposal is revised and re-submitted to the client if necessary.

7.3 Preparation of Management Agreement 7.3.1 A Management Agreement is prepared by the Associate Director / Manager

upon the acceptance of the proposal by the client. The content of the Management Agreement may include but is not limited to the following:

(a) Definitions; (b) Scope of Management; (c) Building Management; (d) Estate Management; (e) Financial Management; (f) Reports; (g) Staff; (i) Manager’s Remuneration; (j) Conditions of Appointment.


Rev : C

7.3.2 Management Agreement Verification and Approval

7.3.2.1 All draft Management Agreement must be reviewed and approved in advance by the Group Leader before sending it to our client.

7.3.2.2 Incoming Management Agreement drafted by our client must be

reviewed and approved by the Group Leader. 7.3.2.3 All Management Agreement must be signed by Group Leader or

above. 7.3.3 Once the Management Agreement is accepted and signed by the client and JLL,

the Associate Director / Manager will start organizing the resources to take over the appointment. The control of the building management process is carried out according to the Process Control Procedure QSP 7.7.

7.4 Preparation of D.M.C (if JLL take up the role of building manager) 7.4.1 A draft Deed of Mutual Covenant usually is prepared by client's solicitor upon the

acceptance of the proposal by the client. The Content of the draft Deed of Mutual Covenant may include but is not limited to the following:-

(a) Definitions; (b) Rights and Obligations of Owners; (c) Manager and Management Charges; (d) Exclusions and indemnities; (e) Owner’s Committee and Meeting of Owners; (f) Extinguishment of rights; (g) Miscellaneous Provisions; (h) Allocation of Undivided Shares and Management Shares; (i) Rights, Privileges and Easements; (j) Covenants, Provisions and Restrictions; (k) Building Rules and Fitting Out Rules.

7.4.2 The draft Deed of Mutual Covenant is checked and verified by the Director. 7.4.3 Once the draft Deed of Mutual Covenant is accepted and signed by the client

and JLL, the Associate Director / Manager will start organizing the resources to the take over the appointment. The Control of the building management process is carried out according to the Process Control Procedure QSP 7.7.


Rev : C

7.5 The Renewal of Management Contract 7.5.1 If practical, at least 1 month before the expiry of the current appointment, the

Director with the assistance of the Associate Director / Manager, communicates with the client to negotiate the terms for the renewal.

7.5.2 If the requirement of the client is different from the current contract, amendment

will be made and approved by the Director. The amended contract will be sent for Client's execution.

7.5.3 If the client's requirement does not change, the Director prepares a Management

Contract to the client for approval. 7.5.4 Director shall inform the changes of contract (if any) to all parties concerned by

appropriate means such as memo and shall amend all relevant documents. 8.0 RECORD The Management Proposal and the Management Contract are kept by the Director for seven

years after the termination of the appointment. 9.0 ATTACHMENT Nil



QSP 7.2 Design and Development Procedure Page 1 of 5

Rev : D



B Second release

(Section 7.4 amended)

01/01/2006


20/05/2011

D Fourth release ( Correction to minor mistake)

24/08/2012






_________________________ CONTROL STAMP


Rev : D

1.0 PURPOSE To set forth the requirements for controlling the design and development processes of building

management services that the company provides to clients. 2.0 SCOPE This procedure applies to the control of the design and development processes of building

management services provided by the company. 3.0 REFERENCE DOCUMENT 3.1 QSP 7.3 Supplier Control Procedure 3.2 QSP 7.7 Process Control Procedure 3.3 QSP 7.8 Equipment Preventive Maintenance Procedure 3.4 QSP 7.9 Product Identification and Traceability Procedure 3.5 QSP 7.10 Customer Property Control Procedure 3.3 Head Office Operation Handbook 3.4 Building Operation Manual 4.0 DEFINITION Not applicable. 5.0 RESPONSIBILITY 5.1 The top management is responsible for reviewing and monitoring design and

development processes and ensuring that the company has the capability to meet customer’s requirements.

5.2 Team Leader or his delegated person is responsible to implement the design

processes. 6.0 TRAINING AND QUALIFICATION REQUIREMENTS No special training or qualification is required. 7.0 PROCEDURE 7.1 Design and Development Planning 7.1.1 The company has designed and developed method and control mechanism for

each of the key processes in the Company for managing its property management services. The key processes are:


Rev : D

- Security control - Cleaning control - Finance control - Repair and maintenance - Customer property control

7.1.2 Where the Company’s service is adapted for other uses or other markets, the

Team Leader shall review the existing key processes and / or to plan and control the design and development processes for any new key process(es), if they are identified to be necessary.

7.1.3 Design procedures, work instruction or relevant documents will be produced

overtime to show stages of design and development, control points and personnel involved.

7.2 Design and Development Inputs 7.2.1 Director / Manager is responsible to identify all customer’s requirements in

advance, including market, legal, environmental, performance, and process issues.

7.2.2 All input such as customer’s requirements or the Initial Inspection Report used in

the design and development will be recorded to show what was actually used. Local issues and expectations will also be identified where applicable and built into the design.

7.3 Design and Development Outputs 7.3.1 The output from each design / development phase will be recorded so as to

allow monitoring and control to ensure all the input requirements to that phase have been met.

7.3.2 The output includes, but not limited to the following items:

- Management proposal, Management Agreement, draft Deed of Mutual Covenant and Management Contract

- Operation procedures and work instructions - Approved Supplier List - Service identification document - Process performance indicators (if any)

7.3.3 The acceptance criteria of the design output and authorities will be documented

to enable verification against the design and development input and they shall be approved prior to release.


Rev : D

7.4 Design and Development Review 7.4.1 At suitable stages, the Director / Manager or his delegated person review with

the parties concerned in order to resolve the outstanding issues according to the design plan or defined procedures / operation manuals.

7.4.2 If necessary, the Director / Manager or his delegated person reviews the

customer’s requirement, evaluates the results of design and development to fulfill requirements and / or identifies any problems and proposes necessary actions.

7.4.3 Routine review discussions or meetings (where applicable) are held with

meeting minutes distributed to the responsible parties for action. 7.5 Design and Development Verification and Validation 7.5.1 At appropriate stages of design and development, verification and validation is

performed by the Director / Associate Director / Manager or the delegated person to ensure that the design output meets the design input requirements. If necessary, the verification and validation may also involve the customer’s participation.

7.5.2 The design verification and validation may include activities such as:

- comparing the new key processes with similar proven designs, if available; - meeting with customer per customer’s request or per legal requirement; - feedback by customers through customer satisfaction survey, suggestion

box or customer’s complaint; - undertaking management process pilot run; and / or - reviewing the design / development stage documents, such as quality

manual, procedures and test reports, before release. 7.6 Control of Design and Development Changes 7.6.1 Whenever the customer’s requirement is different from the current contract,

contract or design amendment will be made and approved by the Director and the customer.

7.6.2 The Director or the delegated person informs the changes of contract to all parties

concerned by appropriate means such as memo. If necessary, the responsible person should amend the relevant document to reflect the changes.

7.6.3 If the change is initiated by the company, and it can lead to a deviation from

customer’s requirements, the customer must be informed. It is only until the customer releases the approval that the change can be implemented. The customer’s approval should be recorded in appropriate document.


Rev : D

8.0 RECORD 8.1 Unless specified by relevant procedures, all design and development documents shall

be kept 3 years after the termination of the management contract. 9.0 ATTACHMENT Nil



QSP 7.3 Supplier Control Procedure Page 1 of 5

Rev : D



B Second release (Supplier Grading System introduced)

03/10/2005

C

Third release (Section 7.1.6 deleted)

01/01/2007

D Forth release (Section 7.1 revised)

20/05/2011

Prepared by : Title : Procurement Manager Date : 16/05/2011

(Kimmy Wong) Reviewed by : Title : Management Representative Date : 19/05/2011




_________________________ CONTROL STAMP

QSP 7.3 Supplier Control Procedure Page 2 of 5 Rev : D

1.0 PURPOSE To set forth the procedure for both the selection and the on-going monitoring of sub- contractors

to ensure that all the nominated sub-contractors that used by the company must meet their obligation on time, on schedule and perform their work as required.

2.0 SCOPE This procedure applies to the following:- (i) Pre-qualification of material and service supplier. (ii) Monitoring and reviewing the performance and work quality of material and service

suppliers. (iii) Disqualification of material and service supplier if they failed to perform their obligation

as stipulated by Jones Lang LaSalle-Management Division. 3.0 REFERENCE DOCUMENT 3.1 QSP 8.3 Corrective and Preventive Action Procedure 4.0 DEFINITION The term `supplier' means the company provides the following service:- 4.1 Material supplier includes but is not limited to: (i) Laundry / uniform (ii) Tools & Equipment (iii) Stationeries (iv) Security equipment (i.e. radio transceivers and CCTV) (v) Furniture 4.2 Service Supplier includes but is not limited to: (i) General / minor works (ii) General maintenance (i.e. plumbing, fire, lift, electrical, CABD / CCTV and

swimming pools) (iii) Decorative (iv) Cleaning service (v) Landscape (vi) Geotechnical / Structural


5.0 RESPONSIBILITY 5.1 The Procurement Department is responsible for the approval and disqualification of

sub-contractors through communication (i.e. periodical meeting, report) with the surveyor.

5.2 The management surveyor is responsible for overall controlling, monitoring and

assessing the performance of the supplier through daily operation and response from tenants / clients.

5.3 The management surveyor decides the using of supplier in accordance with the

physical requirement of the development. 6.0 TRAINING AND QUALIFICATION REQUIREMENTS No specific training or qualification is required. 7.0 PROCEDURE 7.1 Assessment of potential supplier 7.1.1 The management surveyor determines the need of supplier according to the

requirement as observed.

7.1.2 The Procurement Department or management surveyor shall assess the ability of the sub-contractor through the following basic information acquired or submitted by suppliers as requested :

(i) Company Background (Max. 32 marks)

(ii) Financial Status (Max. 36 marks)

(iii) Working Experience (Max. 22 marks)

(iv) Management System (Max. 6 marks)

(v) Insurance Policy (Max. 4 marks)

7.1.3 Supplier Approval Application Form attached with the supporting document as mentioned in Section 7.1.2 has to be endorsed by Team Leader (if internal) before passing to the Procurement Department for approval.

7.1.4 The Procurement Department is responsible for reviewing the information

submitted by the surveyor for Division Head’s approval. The Head of Procurement Department is responsible for the final judgment of ASL approval.

7.1.5 The Procurement Dept will classify and assess the contractor’s business

category and grade in accordance with their expertise, capability, quality management and financial situation etc. Each contractor being accepted will be classified a trade category and ranked a grade from A to D , showing a financial limit of each contract as below :


Grade Maximum Contract Sum per job

A (61 marks or above) Un-limit

B (47-60 marks) Up to HK$ 2,000,000

C (36-46 marks) Up to HK$ 1,000,000

D (25-35 marks) Up to HK$ 250,000

7.1.6 Once the sub-contractor’s application is approved by the Head of Procurement

Department, the information of approved sub-contractor will be put into the Approved Sub-contractor List (stored in SMART System of the central computer system), and a contractor code will be assigned as well for use by all staff.

7.1.7 In case of urgency as duly approved by Group Leaders, Ad-hoc Approval of new

Sub-contractor can be applied to carry out purchase before the completion of the approval process. The Head of Procurement Department will be responsible to assess and approve the supporting document.

7.1.8 In case of Sub-contractor to be nominated by Client or the sole agent application,

the form should be attached with supporting document. Contractor code will be assigned to that contractor for that building / that Client’s portfolios only. If the contractor decides to be our common supplier, the supplier approval procedure must be satisfied.

7.2 Supplier Performance Monitoring

7.2.1 Regular Review

7.2.1.1 Procurement Department is responsible for the supplier performance monitoring with the assistance of all management surveyors, and other service departments.

7.2.1.2 The Head of Procurement Department will hold supplier performance

review meeting at least once a year (maybe hold with management review meeting).

7.2.1.3 Before the meeting, the Head of Procurement Department will request

all staff to provide feedback for any supplier with poor performance for review.

7.2.1.4 For those supplier(s) with poor performance, the Head of the

Procurement Department can consider issuing warning letter to them or removing them from the ASL after consolidation in the meeting.


7.2.2 Ad hoc Review

7.2.2.1 From time to time, any staff can pass the feedback regarding the

supplier’s poor performance to the Procurement Department for review.

7.2.2.2 The Head of Procurement Department will review the supplied

information and consider issuing warning letter to the supplier or removing the supplier from the ASL.

8.0 RECORD 8.1 All the Supplier Approval Application Form (SAA) will be kept by the Procurement

Department for at least 1 year. 9.0 ATTACHMENT Nil



QSP 7.4 Procurement Procedure Page 1 of 5

REV : F



B

Second release

Section 7.5.7 and 7.7.1 amended. (i.e. Contract or P.O approval

authorization changed and no P.O amendment by hand writing is

allowed)

04/08/2003

C Third release

(Change of purchase order approval authority)

01/12/2005

D Fourth release

(Change of section 7.6)

03/07/2006

E

Fifth release

(Change of PO approval authorization)

06/07/2009

F

Sixth release

(Sections 1.0, 4.0, 7.1, 7.2, 7.3, 7.5, 7.8 revised)

20/05/2011




(William Lai) CONTROL STAMP MUST BE IN RED.

OTHERWISE, IT IS AN UNAUTHORISED COPY.

_________________________ CONTROL STAMP


REV : F

1.0 PURPOSE This procedure sets forth the requirements for controlling the initiation, approval, issuance and change of purchase orders that the company places to Suppliers. This procedure applies to procurement of services and goods for daily operations of properties.

2.0 SCOPE This procedure applies to material suppliers and Suppliers who are defined in the QSP 7.3

Supplier Control Procedure. 3.0 REFERENCE DOCUMENT 3.1 QSP 7.3 Supplier Control Procedure 3.2 QSP 7.5 Tender Control Procedure 3.3 Building Management Ordinance 4.0 DEFINITION 4.1 The term "Buyer" in this procedure means: - All staff in the Head Office - Building-in-charge on site The position of Building-in-charge can be Senior Property Manager, Property Manager,

Senior Property Officer, Property Officer, Senior Building Attendant, depending on the size and type of the property.

4.2 The term “Client” in this procedure means:

- Property owner or representative - Owners’ Corporation’s authorized person - Incorporated Owners / Owners’ Corporation

5.0 RESPONSIBILITY

5.1 The Buyer is responsible for selecting Supplier, issuing purchase order, administrating and coordinating the procurement activities.

5.2 Surveyor/Manager/Team Leader are responsible for overall supervision for all

procurement related processes. 6.0 TRAINING AND QUALIFICATION REQUIREMENTS No specific training or qualification is required.


REV : F

7.0 PROCEDURE 7.1 Selection of Suppliers 7.1.1 The Buyer needs to select the Suppliers for procurement of service or goods from

the Approved Supplier List (ASL) except: (a) it is a written requirement of the client or; (b) in an emergency situation in order to continue or resume the building service

or; (c) there is no possible alternative eg. utilities or; (d) the work is repair or maintenance to existing equipment which has to be

carried out by the company which installed or supplied that equipment eg lift or;

(e) the contractor or supplier is engaged under a current maintenance contract when taking over a new appointment or;

(f) the item(s) is stated in the Approved Exemption Item List from ASL or; (g) the purchase is placed by Client. 7.1.2 Supporting document, or file note or any record that the Buyer considers

appropriate to indicate the exemption situation stated in 7.1.1 (a-g) should be kept in the relevant file for record purpose.

7.2 Exemption from Quotation / Tender Procedure

Under the following circumstances, the Buyer is exempted from following the procedures as stated in 7.3 and 7.4:-

7.2.1 Variation order 7.2.2 The additional service / goods is to be provided by the existing suppliers bound by

the current service agreement. 7.2.3 The service / goods is to be provided by the sole distributor / original equipment

supplier. 7.2.4 Certification Body (Regular surveillance visit and renewal audit) 7.2.5 Solicitor

7.3 Obtaining Quotation & Tender

7.3.1 Except for multi-owned buildings with Owners’ Corporation and/or client’s instruction, the Buyer generally needs to obtain quotation(s) or tender(s) from Supplier(s) or Contractor(s) according to item 7.1 of this QSP with the number of quotations or tenders as follows:

For goods or service with value No. of Quotation or Tender required

=< HK$3,000 No quotation required

HK$3,001 - HK$5,000 At least one quotation required

HK$5,001 - HK$10,000 At least 2 quotations required

HK$10,001 - HK$30,000 At least 3 quotations required

HK$30,001 - HK$100,000 At least 3 tenders required

> HK$100,000 At least 5 tenders required


REV : F

7.3.2 The value of purchase and number of quotation or tender can be varied in accordance with Client’s instruction and approval.

7.3.3 This procedure can be waived in case of emergency or special need at the

approval of the Team Leader. 7.3.4 Our company acts as a management agent for any purchase made for buildings

managed by our company. In any such purchase, it shall be made clear that our company is doing so “For and on behalf of <building name>”.

7.4 Tender Procedure It is documented at Procedure QSP 7.5, Tender Control Procedure.

7.5 Initiation and Approval of Purchase Order 7.5.1 No purchase order is required for: (a) goods or service with value equal or under HK$3,000; (b) regular maintenance service/cleaning service, etc in which service contract

will be used;; (c) all central procurement; (d) cost of ongoing legal action unable to be forecasted by lawyers

7.5.2 For goods or service with value exceeding HK$3,000 (except section 7.5.1) ,

formal purchase document (e.g. purchase order, tender document, etc.) is required. If the purchase is initiated by the Buyer, it is the buyer’s responsibility to indicate the purchase specification at the purchase document.

7.5.3 Approval Authorization

If Purchase Order / Contract is used, it must be approved by someone with sufficient authority in accordance with the following authority limit.

For goods or service with value Approval Person

- not more than and up to HK$5,000 Surveyor or above

- exceeding HK$5,000 & up to HK$10,000 Manager or above

- exceeding HK$10,000 & up to HK$1M Team Leader or above

- exceeding HK$1M & up to HK$2M Group Leader or above

- exceeding HK$2M & up to HK$5M Division Head or in his absence by Business Services Director

- exceeding HK$5M Division Head

Remarks: Facility Management, Manager’s approval authority can be up to HK$ 30,000.

7.5.4 It is the responsibility of the one who approves the procurement to ensure that the information stated on the purchase document is accurate and adequate.


REV : F

7.6 Issuance of Purchase Order The Buyer is responsible to distribute the Purchase Order to the concerned parties

accordingly. The addressee of each copy is shown on the purchase order form. If exact purchase amount cannot be confirmed in advance such as unknown quantity but with pre-agreed unit rate, purchase order issued after service delivery will not be counted as late PO.

7.7 Change / Cancellation of Purchase Document

7.7.1 For goods or service with value different from (i.e. exceed or below) the original amount or any change of scope of work/purchase item, a new purchase document (eg. purchase order or service contract) is required if the said purchase document has been sent to the Supplier. Cancellation of the previous Purchase Order is required. Moreover, the buyer is required to inform the Supplier and Finance Department on cancellation of the purchase.

7.7.2 Re-approval of purchase document is required in accordance with Section 7.5 of

this procedure. 7.7.3 If any technical document (e.g. drawings, specifications) relating to the purchase

order is amended, the Buyer must issue a revised document to the Supplier. 7.7.4 The Buyer shall maintain records for any changes.

7.8 Control of Maintenance / Service Contract 7.8.1 A maintenance / service contract can be awarded without going through the

procedure of section 7.2 & 7.3 if the service Supplier is:- (a) appointed by Client; (b) the sole distributor;

(c) the original equipment supplier / installation contractor

7.8.2 The service contract approval requirement (i.e. average monthly charge of the service contract) is in accordance with Section 7.5.3 of this procedure.

8.0 RECORD 8.1 The Buyer must keep copies of purchase order, contract, tender document, records of

7.1.2, records of 7.3.1 and all relevant papers for not less than seven years. 9.0 ATTACHMENT

Not Applicable



QSP 7.5 Tender Control Procedure Page 1 of 8

REV : H



B Second release 01/01/2006

C Third release

(Section 7.2.3 adding the clause of JLLMSL’s standard terms &

conditions of PO)

02/04/2007

D Fourth release

Whole procedure revised to incorporate with the Building

Management Ordinance (2007) requirements

01/08/2007

E Fifth release 06/07/2009

F

Sixth release

(Section 7.3.5 adding Tender Opening Procedure for Multi-owned

buildings without Owners Corporation or Owners Committee)

25/10/2010

G Seventh release

(Sections 1.0, 2.0, 7.1.2, 7.2.3, 7.3, 7.6, 7.7 revised)

20/05/2011

H Eighth release

(Correction to minor mistake)

24/08/2012




(William Lai) CONTROL STAMP MUST BE IN RED.

OTHERWISE, IT IS AN UNAUTHORISED COPY. _________________________ CONTROL STAMP


REV : H

1.0 PURPOSE This procedure sets forth the requirements for tender control at the company.

2.0 SCOPE This procedure applies to all purchases made by the way of formal tenders. 3.0 REFERENCE DOCUMENT 3.1 QSP 7.2 Supplier Control Procedure 3.2 QSP 7.3 Procurement Control Procedure 3.3 Building Management Ordinance 4.0 DEFINITION Not applicable. 5.0 RESPONSIBILITY

5.1 Surveyor is responsible for tender document preparation.

5.2 Assigned Team Secretary is responsible for tender opening. 6.0 TRAINING AND QUALIFICATION REQUIREMENTS No specific training or qualification is required. 7.0 PROCEDURE

7.1 Tender Requirement

7.1 .1 Except section 7.1.2, the need to arrange for tender is regardless of its value but

depends on the instruction by the Client and in accordance with the management

agreement of the property. Otherwise, for goods or service with value exceeding

HK$30,000, tender is required. Moreover, for single-owned property, the Client may

include his nominated subcontractor(s) into the tender list.

In general, requisition of goods or service with value exceeding HK$30,000 and up

to HK$100,000, at least 3 tenders are required while requisition of goods or service

with value exceeding HK$100,000, at least 5 tenders are required.


REV : H

7.1.2 For multi-owned property with owners corporation, tender procedure must be

arranged in accordance with the Building Management Ordinance as well. In

general, the following requirements shall be complied with:

According to the Building Management Ordinance, any procurement which

exceeds or is likely to exceed –

(a) the sum of HK$ 200,000; or

(b) a sum equivalent to 20% of the annual budget ,

whichever is the lesser, shall be procured by invitation to tender.

For any procurement that exceeds the sum of 20% of the annual budget, whether a

tender is accepted or not shall be decided by:

(a) if there is an owner corporation, a resolution of the owners passed at a

general meeting of the owner corporation ; or

(b) if there is no owner corporation, a resolution of the owners passed at a

meeting of owners.

However, the manager does not need to comply with the above requirements if all

of the following criteria are satisfied:

(a) the relevant supplier is providing supplies, goods, or services to the owners

for the time being;

(b) the relevant supplies, goods or services are of the same types as the supplies,

goods or services that is provided by the supplier for the time being; and

(c) the owners decide by a resolution passed at a general meeting of the

corporation (if there is a corporation) or at a meeting of owners (if there is no

corporation) that, the relevant supplies, goods or services shall be procured

from that supplier on such terms and conditions as specified in the resolution,

instead of by invitation to tender.

7.2 Issuance of Tender

7.2.1 There are three types of method for the issuance of tender:

- by e-tendering (i.e. softcopy) only

- by written document (hardcopy) only


REV : H

- by the combination of e-tendering (i.e. softcopy) and written document

(hardcopy)

E-tendering is the first priority to be used for tendering unless there is difficulty to

find suitable supplier/contractor to participate in the e-tendering exercise.

7.2.2 Management surveyors may have the free choice to choose contractors/suppliers

from the Approved Supplier List or in accordance with client’s instruction to invite

them to tender for the goods and services as defined in Section 7.2.1.

7.2.3 The tender document normally comprises:

- The clause : “All purchases shall be subject to JLL’s Standard Terms and

Conditions of Purchase order/ Job Order, as printed on the back page of the

Purchase order, copy of which is attached herewith in the Appendix _____. “

- Specification of the required goods or services

- Defect liability period (if any)

- Payment terms and the contract price

- Tender closing date and time

- Form of tender

- Conditions of tender

- Drawing, as appropriate

7.2.4 For single-owned buildings Unless specified by the clients, E-tender must be used. The tender initiator

should get information of user name with password from Team/Group Secretary to login in e-tendering system for tender posting.

7.2.5 For multi-owned buildings with Owners Corporation or Owners Committee

Tender can be sent out by E-tender but the manual tenders must be returned to

tender box at site. The tender initiator shall ensure that Tender Return Address are

clearly mentioned in the tender.

7.2.6 For multi-owned buildings without Owners Corporation or Owners Committee

Methods listed on 7.2.4 or 7.2.5 can be used.


REV : H

7.3 Tender Opening

7.3.1 Upon the tender closing date and time, all returned tenders must not be opened

until the time and date for opening specified in the tender invitation letter. After the

time for return of tenders, the tender initiator is required to complete the Tender

Record Sheet (TRS). He should first obtain a reference number from Secretary and

then write down the reference number, tendering method clearly (i.e. “by written

document”, “by written document + e-tender” and “e-tender”) on the (TRS).

7.3.2 E-tender

The tender is opened by specific program disk with password. The program disk is

kept by the responsible Secretary. During tender opening, witness of TWO

Managers / Surveyors who must not have direct involvement with the

building/property or any client’s representative(s) if so requested is required.

The responsible Secretary must first verify the time of receiving the tenders. She

must mark down the late tender(s) on the TRS. After that, she is required to print

out the tender documents. She should record tender price quoted by each

subcontractor on the TRS. All options of tender price should be recorded (if any).

After tender opening, the responsible Secretary should request Managers / /

Surveyors or any client’s representative(s) who attend the tender opening to sign

and record the time of completion on the TRS.

7.3.3 For tender opened from the tender box installed at head office

For written tendering method, tender box opening and unsealing of

envelopes/tender should be made in the presence of TWO Managers who must not

have direct involvement with the building/property.

The responsible Secretary must first verify the time of receiving the tenders. She

must mark down the late tender(s) on the TRS. After that, she is required to print

out the tender documents. She should record tender price quoted by each


After tender opening, the responsible Secretary is required to lock the tender box,

and remind the Managers or any client’s representative(s) if so requested who

attend the tender opening to sign and record the time of completion on the TRS.


REV : H

7.3.4 For multi-owned buildings with Owners Corporation or Owners Committee

The tender must be opened from the tender box installed at site. Three committee

members witness are required.

The tender initiator must first verify the time of receiving the tenders. He/She must

mark down the late tender(s) on the TRS. After that, He/she is required to print out

the tender documents. He/She should record tender price quoted by each


After tender opening, the tender initiator shall remind the witnesses who attend the

tender opening to sign and record the time of completion on the TRS.

7.3.5 For multi-owned buildings without Owners Corporation or Owners Committee

Unless specified by client, follow methods listed on 7.3.2 or 7.3.3

7.4 Distribution of tender documents 7.4.1 Copy of Tender Record Sheet and original tender letters will be passed to the

management surveyor concerned.

7.4.2 Team Secretary shall pass the original Tender Record Sheet and copy of tender

letters (page showing quoted price) to the Procurement Dept. for record. Softcopy

can be used where appropriate.

7.5 Special Requirement

7.5. 1 In the event that the tender has to be opened outside head office as requested by

Client, all the original tender documents must be returned to the head office even

though the tender is issued via e-tendering system. It is the relevant management

surveyor’s responsibility to ensure that this requirement in the tender document by

e-tendering is adhered to.

7.5.2 The concerned tender should be taken out with contractor’s name recorded on the

record sheet witnessed by client.

7.5.3 The responsible Team Secretary should follow up and check with the Surveyor

concerned on tender opening results.


REV : H

7.5.4 Other Client’s instructions/special requirement should also be complied with as

appropriate.

7.6 Return of Tenders

7.6.1 All tender documents should be sent out with an appropriate sized envelope. The

envelope shall have an address label and should also specify what the tender is

regarding and the tender return date.

7.6.2 All tenders should be returned to a place on or before the date and time specified in

the tender invitation letter. If the specified place of return is head office,

Receptionist shall be responsible to chop on the tender envelope with the time

received.

7.7 Tender Award

7.7.1 Award of tender is based on the price and the job reference of the respective

subcontractors. Unless otherwise agreed, all contracts awarded to the tenderers

must be confirmed and approved by the client/owner incorporation/owner

committee in writing or recorded in the minutes of meeting. Upon receipt of such

approval from them, Surveyor shall prepare the tender award to appoint the

relevant contractor. The award of contract shall be made in accordance with the

manager’s authority as specified in the management agreement, the DMC of the

building or the Building Management Ordinance

7.7.2 After receipt of the tender, Surveyor is responsible for reviewing the contents of

the tender and analyzing the returned tenders. The management surveyor shall

prepare a tender analysis and report and make recommendation to the

client/owner incorporation/owner committee/team leader for appointment or

acceptance in accordance with the prior agreement. This shall be approved by the

team leader prior to sending to the client if the tender award needs to get their

approval. If there is any ambiguity (e.g. tender price, job specification), he is

required to arrange tender interviews with relevant tenderer(s) to clarify the

ambiguity before submitting the tender analysis and report. The minutes of

meeting for tender interviews / clarifications shall be prepared and kept in project

file for record. The management surveyor must obtain written evidence from the

tenderer if there is any change in tender contents (e.g. tender price, job

specification). Surveyor must inform the Team Leader regarding the changes, in

particular, on any change in tender price.


REV : H

7.7.3 Surveyor must consult Team Leader or Group Leader’s opinion to see whether

re-tender is required if the ambiguity is largely different from the original

tender, in particular, on the tender price.

7.7.4 After the decision on the purchase is made, the responsible management surveyor

shall prepare the Letter of Award and purchase order to the contractor selected. A

Letter of Award shall be use to confirm the tender unless a formal agreement is

used. All purchase documents shall be passed to the concerned parties for

approval in accordance with Section 7.5 of QSP 7.4 Procurement Control

Procedure. 8.0 RECORD 8.1 Records relating to the tender document and associated document must be kept for a

period not less than seven years. 9.0 ATTACHMENT Not Applicable



QSP 7.6 Inspection and Verification Procedure Page 1 of 4

Rev : C


A

Initial release

30/11/2002

B Second release (Clearly define the personnel for inspection and verification of products and services and receiving record requirements)

01/01/2006


20/05/2011






_________________________ CONTROL STAMP


Rev : C

1.0 PURPOSE

To set forth the procedure of carrying out the inspection and verification activities and define the methods of identifying inspection and test status of products within the company.

2.0 SCOPE

This procedure is applicable to the inspection of purchased product/service and the verification

and inspection performed during the service delivery. 3.0 REFERENCE DOCUMENT 3.1 QSP 7.7 Process Control Procedure 3.2 QSP 8.2 Nonconforming Product/Service Control Procedure 3.3 Building Operation Manual 3.4 Head Office Operation Handbook 4.0 DEFINITION Not applicable. 5.0 RESPONSIBILITY 5.1 The Team Leader / Department Head is responsible for carrying out inspection for

activities carried out in the head-office. 5.2 The Management Surveyor is responsible for defining the inspection and verification

criteria for services to be performed on site. 5.3 The Building-In-Charge/Shift-In-Charge/Technical-In-Charge are responsible for

carrying out and recording the inspection and testing activities, which are being carried out on-site.

5.4 The Building-in-charge is responsible for monitoring and verifying the inspection and

testing results of the service delivered to customers on site. 5.5 The Management Surveyor is responsible for monitoring the site personnel's

performance. 6.0 TRAINING AND QUALIFICATION REQUIREMENTS No specific training or qualification is required.


Rev : C

7.0 PROCEDURE 7.1 Incoming Inspection of purchased product 7.1.1 Upon receipt of the purchased goods, the

Building-In-Charge/Shift-In-Charge/Technical-In-Charge shall inspect the product against the purchasing document or other relevant requirement regarding the part description, functionality, quantity and packaging.

7.1.2 The quantity of accepted goods are recorded on the transaction record. 7.1.3 Conforming products are placed in storeroom (i.e. a pace assigned by the

Building-In-Charge) and nonconforming products are stored separately with appropriate identification such as marking or by area.

7.1.4 Nonconforming products are disposed according to the Nonconforming Product /

Service Control Procedure (QSP 8.2). 7.2 Inspection and Verification of Services 7.2.1 The verification details of the servicing processes are defined in the Building

Operation Manual and / or appropriate work instructions. 7.2.2 The verification includes at least the following items:- - the responsible personnel; - frequency; - the record of inspection. 7.2.3 The responsible personnel performs the inspection and verification activities in

accordance with the following where applicable:- - Operation Manual / relevant work instruction - the specific requirement of customer

- the specific requirement stated in the contract with supplier

7.2.4 The results of inspection and verification are recorded as required on the relevant instructions.

7.2.5 The responsible personnel signs on the relevant record (e.g. Purchase Order,

patrol inspection record, subcontractor’s maintenance work order etc.) after performing the inspection and verification. Details of nonconformance (if any) shall be stated on the report or record. The nonconforming service is handled according to the Nonconforming Product / Service Control Procedure (QSP 8.2).


Rev : C

7.3 Record for Confirmation of Receiving Product / Services The Building-In-Charge/Shift-In-Charge/Technical-In-Charge shall sign and chop the site management office stamp on the Service Order / Delivery Note after inspection and verification of product/service. Disclaimer should be put down on the Services Order / Delivery Note if checking could not be carried out but acknowledgement of receipts was required by the contractors/suppliers immediately.

7.4 Inspection and verification of outgoing correspondences and reports are controlled in

accordance with Process Control Procedure (QSP 7.7). 8.0 RECORD

8.1 The relevant staff keeps the inspection and verification record by for 1 year. 8.2 Management surveyors keep the outgoing correspondence and reports for one year. 9.0 ATTACHMENT Nil



QSP 7.7 Process Control Procedure Page 1 of 6

Rev : E



B Second release

(Control of Services Contract Renewal and Termination of Appointment

added)

01/01/2006

C Third release

Incident Management added.

15/10/2007

D Fourth release 06/07/2009

E Fifth release

(Revised header section)

20/05/2011






_________________________ CONTROL STAMP


Rev : E

1.0 PURPOSE To set forth the requirements for controlling the process of building management services that

the company provides to clients. 2.0 SCOPE This procedure applies to the control of the building management process, which starts prior to

the handover of the property to the carrying out of daily operations, which include building management and maintenance, facility management, financial management, estate management, and providing properties management advice.

3.0 REFERENCE DOCUMENT 3.1 QSP 4.2 Operation Document Control Procedure 3.2 QSP 7.8 Equipment Preventive Maintenance Procedure 3.3 Head Office Operation Handbook 3.4 Building Operation Manual 4.0 DEFINITION Not applicable. 5.0 RESPONSIBILITY 5.1 The Director is responsible for assigning duties to management team for preparing the

management proposal, planning of building management operations upon receiving written or verbal confirmation or the signed management agreement from the client.

5.2 The Management team is responsible for assisting the Director in planning building

management and monitoring the daily operations. 5.3 The manager / management surveyor is responsible for monitoring the daily operation

of the sites and providing guidelines to the site personnel. 5.4 The Building-in-charge is responsible for monitoring the building management work at

his / her responsible area and ensuring the work is carried out according to the defined requirements.

6.0 TRAINING AND QUALIFICATION REQUIREMENTS No special training or qualification is required. 7.0 PROCEDURE 7.1 Planning of Building Operations 7.1.1 Upon receiving a confirmed agreement from the client, the respective

management team identifies the requirements of the client.

7.1.2 If recruitment of new employees is required, it is carried out in accordance with the Recruitment Procedure defined by the HR Department.


Rev : E

7.1.3 Upon completion of the preparation work, the Director arranges a team which formed by Management Surveyor(s) to take over the building. The handover is carried out in accordance to the actual installations of the Building. The Management Surveyor(s) may consider using “Handover Guideline on New Appointment and Handover Checklist (New Appointment)”as reference document at this stage.

7.1.4 Where appropriate, Team Leaders shall consider instruct the

Appointment-In-Charge to prepare the “Appointment Contract Requirements

Abstract” Sheet so that the Operation Team know the contract requirements. 7.2 Control of Building Operations 7.2.1 The detail methods of carrying out the building management is defined in the

relevant Operation Instructions (Instruction) and the Integrated Building Operation Manual (Manual), and the associated reference document. The Instruction and the Manual define the following:

- the required work instructions - service monitoring methods The control mechanism of these documents is defined in the Operation Document Control Procedure (QSP 4.2).

7.2.2 The Team Leader ensures jobs are carried out in accordance with the relevant

operation document.

7.2.3 If the instructions defined in the Instructions, the Manual and other relevant work instructions are considered not applicable to a particular site, new work instructions can be generated. In general, the following instructions should be prepared and issued to site: - Patrol Routing and Timing Instruction - Building Facility Operation Time Instruction - Emergency Valve/Switch Location Document - Organization Chart - Preventive Maintenance Program

7.2.4 The control mechanism of the documents said at section 7.2.1, 7.2.2 and 7.2.3 is

defined in the Operation Document Control Procedure (QSP 4.2). 7.3 Control of building facilities 7.3.1 The Building's original equipment installation contractor or the Building Services

Engineer evaluates new equipment in accordance with the given operation instruction from equipment's manufacturer, test and commission report (if any) and the respective government regulations before releasing the equipment for use by the building management.


Rev : E

7.3.2 The record is kept by the management surveyor / Building-in-charge. 7.3.3 The equipment maintenance is carried out in accordance with Equipment

Preventive Maintenance Procedure (QSP 7.8). 7.4 Control of Service Process Change 7.4.1 If change of service process or equipment is required, Management Surveyors

evaluates the needs and feasibility of the change. Management Surveyors shall modify the affected operation document and submits it to the Team Leader for approval.

7.4.3 If the change can lead to a deviation from client's requirement, the client must be

informed verbally or by writing. Upon receiving client's instruction, the change can be implemented. If the client does not give written instruction, any verbal communication between clients should be recorded in appropriate building file as file notes.

7.5 Control of Documents Received from / Sending to Client 7.5.1 All correspondence / information from clients are received by the relevant

management surveyor. 7.5.2 The management surveyor handles the enquiry and provides appropriate advice

to the client.

7.5.3 All advices sending to the client are documented in forms of memos, letters, reports, notices, email, etc.

7.5.4 All outgoing documents (e.g. service documents, report, fax, letter and email,

etc.) sending to outside parties shall be issued by Assistant Management Surveyor and above. The outgoing document shall be approved and verified by the Assistant Manager or above by signing on the relevant documents.

7.6 Contractor Monitoring

7.6.1 Services Contract Renewal Management Surveyors shall arrange Services Contract renewal in accordance

with QSP 7.4 “Procurement Control Procedure” at least 1 month before the expiry of the current Services Control.

7.6.2 Contractor Performance Monitoring Management Surveyors shall instruct Building-In-Charge (BIC) to carry out

regular review of contractors performance and grade their performance at the Building Monthly Report. The firm is highly encouraged all BICs participating in the regular Contractor Performance Survey arranged by Procurement Department regularly (by complete the questionnaire).


Rev : E

7.7 Termination of Appointment When the appointment comes to an end, the Management Surveyors shall follow the “Appointment Termination Control Process Checklist (PM-Q-21)” to carry out the relevant works.

7.8 Incident Management 7.81 Definition

Incident is defined as any unplanned act or event resulting in, or with the potential for, injury, damage or other loss including client loss, corporate business loss, reputational or financial loss.

Incident Severity Level 1 (ISL 1) -MINOR Severity – LOCAL ACTION REQUIRED. A controlling response to address the loss is required. Escalate per local policy. Schedule the response ASAP and be prepared to escalate further e.g medium slip & fall injury, medical treatment beyond first-aid, injury causing loss of consciousness, unscheduled part-building evacuation, low-level legionella detection (>10cfu/ml and <100cfu/ml), direct or opportunity loss between $US1,000 and $US5,000.

Incident Severity Level 2 (ISL 2) - MEDIUM Severity - BUSINESS EGMENT ACTION REQUIRED. Escalate in keeping with your Business Segment policy. Requires Immediate Notification & Escalation after control has been established e.g. any CEM (critical environment) incident, significant health impact to person requiring hospitalisation, adverse local media coverage, measurable non-compliant environmental harm, unscheduled full-building evacuation, mid-level legionella detection (>100cfu/ml and <1000cfu/ml), potential financial loss greater than $US5,000 up to $US50,000.

Incident Severity Level 3 (ISL 3) - MAJOR Severity - REGIONAL ESCALATION REQUIRED. Requires Immediate Notification & Regional Escalation ASAP e.g. staff or public fatality, major non-compliant environmental hazard, high-level legionella detection (>1000cfu/ml), natural disaster causing public concern, major CEM data centre outage, possible loss of major client, major potential financial loss greater than $US50,000.

CEM stands for Critical Environment Management Sites (e.g. Data Centre)

7.8.2 Incident notification 7.8.2.1 Incident notification must occur as soon as practicable. Timing will

depend upon the nature of the incident and the level of immediate response/support required. In all cases notification should occur within the following limits:

- ISL 1 incidents : within the next working day

- ISL 2 incidents : within 16 hours



Rev : E

Formal notification will primarily be electronic by use of OneViewRiskManagement system.

7.8.2.2 To meet the above requirements, BIC shall use the standard “Incident

Report” template (PM-G-03) to report the incident to Surveyors and Managers in accordance with the following time limits so that they can input the incident data into OneViewRiskManagement system on time:

- ISL 1 incidents : within the same day of incident


- ISL 3 incidents : within 2 hours 7.8.2.3 Upon receiving the incident report and/or calls, the Duty Customer

Services Centre Officer shall issue reminder to respective Surveyors/Managers for data input to the OneViewRiskManagement system as per section 7.4.2.1 requirements.

It is the Surveyors/Managers’ responsibility to follow-up the incident and

to make sure that the incident data in OneViewRiskManagement system are up-to-date. Customer Services Centre Officer shall check the data input and incident status monthly. Report to be submitted for review by senior management.

7.8.2.4 For ISL 1 incidents, Surveyors/Managers are required to submit an

investigation report within 28 calendar days to OneViewRiskManagement system.

7.8.2.5 For ISL 2 & ISL 3 incidents, Surveyors/Managers are also required to

submit a Root Cause Analysis (RCA) report and key findings within 45 calendar days to OneViewRiskManagement system.

7.8.2.6 For ISL 3 incidents, Surveyors/Managers are also required to submit a

detailed investigation report within 45 calendar days to OneViewRiskManagement system.

8.0 RECORD 8.1 All the corresponding between the management team and the clients shall be kept 7

years after the termination of the management contract. 9.0 ATTACHMENT Nil

https://oneviewteams.am.joneslanglasalle.com/Markets/AP/MS/Aus/IRM/default.aspx










QSP 7.8 Equipment Preventive Maintenance Procedure Page 1 of 5

Rev : B


A

Initial release

30/11/2002


20/05/2011






_________________________ CONTROL STAMP


Rev : B

1.0 PURPOSE To set forth the requirement of planned maintenance of the building and its services equipment

/ facilities. The objective is to prevent the occurrence of ad hoc maintenance and repairs that lead to high maintenance cost as well as preventing the owners / clients suffering from the deterioration of the building facilities.

2.0 SCOPE This procedure applies to all the building services equipment / facilities that managed by the

company which include but are not limited to: (i) Fire fighting equipment (ii) Plumbing and drainage (iii) Central air-conditioning system (iv) Electrical system (v) Building automation system, Public address system (vi) Security system, CABD, CCTV and satellite TV system (vii) Lift etc. 3.0 REFERENCE DOCUMENT 3.1 QSP 7.4 Procurement Control Procedure 3.2 Building Management Ordinance 4.0 DEFINITION The term `equipment' and `building facilities' are used to denote the facilities and equipment as

mentioned in item 2.0 that installed in the property for providing services to the tenants. 5.0 RESPONSIBILITY 5.1 Management Surveyor 5.1.1 The responsible management surveyor shall prepare preventive maintenance

schedule annually in response to actual requirements as observed. 5.1.2 The responsible management surveyor shall also obtain proper professional

advice regarding the timing, cost and extent of the work that should be done to maintain the property in its efficient conditions for the enjoyment of the occupiers.


Rev : B

5.2 Building-in-charge (BIC) 5.2.1 The BIC is assigned to assist the management surveyor in the overall control,

supervision and planning of all aspects of maintenance work, and capital works in management namely; budget control, tender procedures, minimizing expenditure, long & short term maintenance programme, suppliers' performance and approval list of suppliers etc.

5.2.2 Plan, programme and supervise the technician of the building to perform the

day-to-day and regular maintenance work. 5.2.3 Check for occupant's proposed fitting-out works in accordance with the DMC,

the tenancy agreement, inspect and report the work progress to the responsible management surveyor (commercial property).

5.2.4 Periodically inspect building and advise the management surveyor on the

situation of the building equipment / facilities. 5.2.5 Ensure that technical standard are being maintained and improved. 5.2.6 To perform other additional duties in relation to the technical matters as directed

by the responsible management surveyor. 5.3 Technician 5.3.1 Report and responsible to the Building-in-charge. 5.3.2 Check and report all mechanical plants, equipment and utilities systems in good

working conditions as instructed. 5.3.3 Upkeep records of operation data of all electrical and mechanical systems, such

as central air-conditioning, water / electricity meter readings and checking as instructed.

5.3.4 Attend emergency duties as required, e.g. burst of water pipe. 5.3.5 Any other technical duties as directed by the BIC. 6.0 TRAINING AND QUALIFICATION REQUIREMENTS The personnel who carry out maintenance of equipment must be suitably qualified for specific

requirement as stipulated by the relevant Government authority.


Rev : B

7.0 PROCEDURE

7.1 The control and maintenance of building equipment / facilities are normally classified into 2 different categories:

(a) Day-to-day Maintenance (b) Regular / periodical maintenance 7.2 Day-to-day Maintenance 7.2.1 General minor repair works e.g. painting of rusted / damaged exposed metal

works, repair defective locks / other equipment etc. will be carried out by on-site technician.

7.2.2 If unexpected breakdown happens e.g. incidents of burst pipes, immediate fixing

and repairs for minor job are normally will be carried out by on site technician. 7.2.3 If the breakdown cannot be handled by site technician, qualified suppliers will be

employed to carry out the necessary repair works. 7.2.4 The maintenance record of the affected equipment will be kept by the BIC

accordingly. The record can be in the form of work order, logbook, occurrence book, etc.

7.3 Regular / Periodical maintenance 7.3.1 The BIC / management surveyor shall prepare an maintenance schedule for all

the equipment used in the property and the following items will be included:- (a) equipment name (b) major maintenance activities (c) maintenance frequency and time table (d) date of preparation The maintenance schedule will be signed by the management surveyor / BIC. 7.3.2 The management surveyor / BIC considers the needs of preventive maintenance

of newly installed equipment and updates the maintenance schedule if necessary.

7.3.3 The BIC ensures the maintenance is carried out according to the maintenance

schedule. 7.3.4 The responsible management surveyor would consider which should be done by

sub-contractor and which should be done by direct technician in accordance with his/her judgment.


Rev : B

7.3.5 The maintenance record of the equipment / facilities concerned is updated accordingly by the BIC.

8.0 RECORD

8.1 The current maintenance schedule will be kept by the management surveyor / BIC. 8.2 The tender documents / quotation are to be kept by the responsible management

surveyor for 3 years. 8.3 The maintenance reports / records are to be kept by the responsible management

surveyor for 1 year. 9.0 ATTACHMENT Nil



QSP 7.9 Product Identification and Traceability Procedure Page 1 of 3

Rev : B


A

Initial release

30/11/2002


20/05/2011






_________________________ CONTROL STAMP


Rev : B

1.0 PURPOSE To set forth the requirements of identifying product and servicing document. 2.0 SCOPE This procedure is applicable to the products and services, which are provided for respective

sites, and also the service documents and reports compiled by the company. 3.0 REFERENCE DOCUMENT Not applicable. 4.0 DEFINITION 4.1 For the purpose of this procedure, the term "product" include but is not limited to : - - building facilities such as lift, air-conditioning plant, etc. - materials for repair works - all tools & equipments for maintenance works 4.2 For the purpose of this procedure, the term "service document" is used to denote the

document, which need to be compiled during the process of providing services. This includes but is not limited to:

- purchase order - service order - service report - maintenance report - building management report - outgoing correspondence and reports 5.0 RESPONSIBILITY 5.1 The Management Surveyor is responsible for assigning duties to Building-in- charge for

maintaining the product identification of product stored at the site and ensuring the service documents are properly compiled and reviewed.

6.0 TRAINING AND QUALIFICATION REQUIREMENTS No specific training or qualification is required.


Rev : B

7.0 PROCEDURE 7.1 Product Identification 7.1.1 The product are identified with the product data which has already been printed

by supplier on the packing bag/carton upon receiving or its physical appearance. 7.1.2 If the pre-printed product data is not available or lost, the site personnel needs to

identify the product with suitable label or markings. 7.1.3 The product identification is maintained until the product is consumed or installed

for use. 7.2 If product without proper identification is found, the Building-in-charge is informed and

the product is identified immediately. 7.3 Identification of service document 7.3.1 The service document identification consists of at least the following: - document title; - document number (if appropriate) e.g. reference number, serial number,

indexing system etc.; - initiator or approval person or company stamp; - date of document. 7.3.3 The service document identification must be clearly identified on the appropriate

space on the document. 7.3.4 If traceability is required, an unique document number shall be assigned to the

service document. 8.0 RECORD Not applicable. 9.0 ATTACHMENT Not applicable.



QSP 7.10 Customer Property Control Procedure Page 1 of 3

Rev : B


A

Initial release 30/11/2002


20/05/2011






_________________________ CONTROL STAMP


Rev : B

1.0 PURPOSE To set forth the method of controlling the verification, storage and maintenance of customer

property within the company. 2.0 SCOPE This procedure applies to all customer property including but is not limited to the building,

facilities and equipment within the building. 3.0 REFERENCE DOCUMENT 3.1 QSP 7.7 Process Control Procedure 3.2 QSP 7.8 Equipment Preventive Maintenance Procedure 4.0 DEFINITION 4.1 For the purpose of this procedure, the term "customer property" refers to the

building/property and its associated facilities and equipment which the company is appointed to manage.

4.2 `Client' can mean the party who signs for the management agreement or all owners in

multi-owned building. 5.0 RESPONSIBILITY 5.1 The management surveyor is responsible for verifying and maintaining the newly

managed building. 5.2 The Building-in-charge is responsible for verifying, storing and maintaining the

building's associated facilities and equipment. 6.0 TRAINING AND QUALIFICATION REQUIREMENTS No specific training or qualification is required. 7.0 PROCEDURE 7.1 Upon receiving the customer property, the respective management surveyor assigns

suitable personnel to carry out inspection and verification. The results are recorded on the schedule of condition for a newly manage building and on the defect report for a newly completed property.

7.2 For newly purchased equipment and tools, the inspection result is recorded on the

record such as delivery order or receipt by the Building-In-Charge. A copy of defect report (if applicable) is sent to the client and the contractor concerned to follow up.


Rev : B

7.3 The site personnel are responsible for maintaining and storing the customer property.

7.4 All customer properties are recorded by the Building-in-charge clearly in the form of inventory list or equipment list or any other appropriate form at the discretion of Building-in-charge.

7.5 All drawings/plans and equipment manual supplied by the client or previous property

manager shall be registered at the drawing register or equipment manual register. 7.6 For all customer properties, the control and maintenance are carried out according to

Process Control Procedure (QSP 7.7) or Equipment Preventive Maintenance Procedure (QSP 7.8) whichever is appropriate.

7.7 In case of lost or damage of the customer property, the Building-in-charge or the

management surveyor judges the seriousness e.g. depending on the cost, impact to the clients, etc. and takes appropriate actions. If it is considered necessary to inform the client, the Building-in-charge or the management surveyor informs the client through appropriate means such as memo, monthly report, monthly meeting or notice on the building notice board.

8.0 RECORD Responsible management surveyor keeps the incident report, defect report and handover list for

1 year. 9.0 ATTACHMENT Nil



QSP 7.11 Handling and Storage Control Procedure Page 1 of 3

Rev : B


A

Initial release

30/11/2002


20/05/2011






_________________________ CONTROL STAMP


Rev : B

1.0 PURPOSE To set forth the procedure to provide guidelines for proper handling and storage within the

company. 2.0 SCOPE This procedure applies to the handling and storage of materials and products used by site office. 3.0 REFERENCE DOCUMENT Not applicable. 4.0 DEFINITION 4.1 "Shelf-life" denotes the allowable storage period of a material. 5.0 RESPONSIBILITY 5.1 Building in-charge is responsible for ensuring that all materials are handled and stored

in accordance with this procedure. 5.2 All personnel involved in the handling and storage of materials shall comply with this

procedure. 6.0 TRAINING AND QUALIFICATION REQUIREMENTS No specific training or qualification is required for carrying out this procedure. 7.0 PROCEDURE 7.1 Handling of materials 7.1.1 All materials shall be handled in accordance with relevant documented work

instructions, as appropriate. 7.1.2 All materials shall be placed in appropriate location to minimize damage. 7.2 Storage of materials 7.2.1 Building-in-charge makes sure appropriate storage area and storage conditions

are provided for the storage of the materials and products.


Rev : B

7.2.2 If the materials and products used by different parties such as customer or subcontractor are stored, the ownership of such materials and product shall be identified by suitable means.

7.2.3 Transaction records are maintained by the building-in-charge to record materials

and products from/to store. 7.2.4 Building-in-charge assigns personnel to check Transaction Record at least twice

per year to ensure all materials are well stock. 7.2.5 Building-in-charge plans store assessment at least twice per year on his / her

responsible area and assigns personnel to assess the stored items to check if any of them is damaged or deteriorate or overdue. Assessment result is recorded on a Store Assessment Record.

7.2.6 Anyone who detects nonconformance, deterioration or damage in storage is

required to report the case to Building-in-charge who determines the action required.

7.2.7 Suspicious nonconforming materials are identified or segregated (when practical),

and reported to responsible management surveyor / Building-in-charge who determines the disposition and / or action required.

7.3 Shelf-life Material (for large amount stored at site only)

7.3.1 Building-in-charge maintains a list of Shelf-life Material for the materials having limited shelf life. These materials are labeled with expiry date.

7.3.2 Building-in-charge decides the disposal of Shelf-life material when the material is

expired. 8.0 RECORD 8.1 Building-in-charge keeps the updated Store Assessment Record and Transaction

Record. 9.0 ATTACHMENT

Nil



QSP 7.12 Equipment Calibration Control Procedure Page 1 of 7

Rev : D



B

Second release (Section of 7.4 amended)

03/07/2006

C Third release (Revised header section and core building list)

20/05/2011

D Fourth release (Correction to minor mistake and removal of “core building” requirement)

24/08/2012






_________________________ CONTROL STAMP


Rev : D

1.0 PURPOSE To set forth the procedure to ensure the inspection, measuring and test equipment used are

accurate and calibrated. 2.0 SCOPE This procedure applies to the inspection, measuring and test equipment used within the

company. 3.0 REFERENCE DOCUMENT 3.1 QSP 4.2 Operation Document Control Procedure 3.2 QSP 7.3 Supplier Control Procedure 4.0 DEFINITION 4.1 Nonconforming Equipment is the equipment, which is out of calibration or out of order. 4.2 Hereafter, "Equipment" is known for inspection, measuring and test equipment. 5.0 RESPONSIBILITY 5.1 Technical Services Department is responsible for monitoring the equipment calibration

system. 6.0 TRAINING AND QUALIFICATION REQUIREMENTS 6.1 Personnel performing calibration is required to be trained in calibration techniques. 7.0 PROCEDURE 7.1 Identification of equipment required calibration 7.1.1 The assigned Engineer of Technical Services Department identifies the

Equipment which require calibration and determines the required measurement capability of each piece of equipment under his / her responsible area.

7.1.2 He / she shall maintain an Equipment List which shows the equipment number,

equipment name, calibration status, calibration interval, calibration due date, and instruction used for calibration which defines the acceptance criteria.

7.2 Recall of equipment 7.2.1 Building-in-charge / Site Technician monitors the calibration due date of each

piece of equipment and carry out or send to the Technical Services Department for performing the calibration.


Rev : D

7.2.2 The responsible staff of Technical Service Department issue calibration reminder for the equipment at least one month before the due date is reached.

7.2.3 Equipment that is found overdue cannot be used unless written authorization

from Technical Service Department is available or appropriate calibration has been successfully carried out. However, this is not applied to equipment that has not been calibrated before.

7.3 Control of external calibration 7.3.1 Equipment that cannot be calibrated internally is calibrated periodically by

external calibration agent with standards equipment traceable to recognized national or international standards.

7.3.2 The responsible staff of Technical Service Department assesses and selects

suitable external calibration agent in accordance with QSP 7.3 Supplier Control Procedure.

7.3.3 The responsible staff of Technical Service Department assesses the results of

the calibrated equipment. For any nonconformance detected, he liaisons with the calibration agent for remedy.

7.4 Control of Internal Calibration

7.4.1 All equipment, which require calibration, are calibrated under controlled conditions specified in the calibration instruction.

7.4.2 Unless there is no valid relationship to recognized standards, the equipment is

calibrated with standards traceable to recognized national or international standards.

7.4.3 The calibrator prepares calibration instruction which is approved by the Manager

or the assigned Engineer of the Technical Service Department.

7.4.4 The calibrator calibrates the equipment according to the calibration instruction.

7.4.5 For the rest of the buildings, their equipment used are just for reference. When they required calibrated equipment for detailed inspection or testing, they can borrow equipment from the “Core Building”. The Core Buildings should maintain a “borrow record”.

7.5 Calibration Record and Label 7.5.1 Engineer of Technical Service Department assesses the result of calibration and

determines the usability of the external calibrated equipment. The result of assessment is recorded in the Equipment Calibration Record.

7.5.2 For internal calibration, the responsible staff records the result of calibration in

the Equipment Calibration Record. Engineer assesses the calibration result to determine whether the equipment is suitable for use.


Rev : D

7.5.3 A "CALIBRATED" label is attached on the successfully calibrated equipment to show the status of the equipment. Calibration due date is shown on the label and only calibrated equipment is allowed to use for verification purpose.

7.6 Control of newly purchased equipment 7.6.1 For newly purchased equipment, engineer / technician calibrates / verifies it prior

to use. The result is recorded on the Equipment Calibration Record. 7.6.2 Equipment with negative results cannot be used for verification purpose. 7.6.3 The assigned Engineer updates the Equipment List accordingly. The

equipment is identified as in 7.5.3. 7.7 Control of Nonconforming equipment

7.7.1 If nonconforming equipment has been used for product verification, immediate cease of use is required. The assigned Engineer reviews the previous inspection, measuring and test records to determine the remedial action required.

7.7.2 Nonconforming equipment is identified with "OUT-OF-CALIBRATION" label.

Nonconforming equipment is not allowed to use for verification purpose. 7.7.3 Non-conforming equipment or equipment that passed the due date is allowed to

be used only when it is re-calibrated as in 7.3-7.5, or when written authorization from Manager / the assigned Engineer of Technical Service Department is available. In the second case, a "WAIVE FOR USE" indicating the waive period is applied onto the equipment.

8.0 RECORD 8.1 The assigned Engineer will maintain the Equipment List. 8.2 The assigned Engineer will maintain the Calibration Record for one year after disposal

of the equipment.


Rev : D

9.0 ATTACHMENT 9.1 "CALIBRATED" label (Sample) 9.2 "WAIVE FOR USE" label (Sample) 9.3 "OUT OF CALIBRATION" label (Sample) 9.4 Equipment Calibration Record (Sample)


Rev : D

Attachment 9.1 Calibrated label (Sample)

Desc : Calibrated Label Due Date : Calibrated : PASS / FAIL Initials : Reason :

Attachment 9.2 Waive for use label (Sample)

Desc. : Waive for use label Waive Period : Re-calibrated : Initials :

Attachment 9.3 Out of Calibration label (Sample)

Desc. : OUT OF CALIBRATION : Initials : Reason :


Rev : D

Attachment 9.4 Equipment Calibration Record (Sample)

EQUIPMENT CALIBRATION RECORD (SAMPLE)

BUILDING : BRAND NAME : MODEL NO. : TOOL NO. : SERIAL NO. : INST. ACCY. : CALIBRATION PROCEDURE USED : DATE CAL : DATE DUE : CALIBRATED BY: DATE : CALIBRATION RESULT : DATE OF RE-CALIBRATION : APPROVED BY : DATE :



QSP 8.1 Internal Quality Audits Procedures Page 1 of 4 Rev : D



B

Second release

(External party for conducting internal audit and change of internal

audit reporting format are addressed)

01/04/2005


20/05/2011

D

Fourth release (Header revision and minor change in the internal audit process)

12/06/2012

Prepared by : Title : Senior Manager, Quality Control Date : 07/06/2012





_________________________ CONTROL STAMP


1.0 PURPOSE To set forth the procedure for periodically and randomly examining the quality related activities

to determine the compliance and effectiveness of the overall quality system. 2.0 SCOPE This procedure applies to the quality activities within the company. 3.0 REFERENCE DOCUMENT 3.1 QSP 8.3 Corrective and Preventive Action Procedure 3.2 QSP 5.1 Management Review Procedure 4.0 DEFINITION 4.1 Internal Quality Audit The examination of the effectiveness and proper implementation of the quality system

and procedures. 4.2 Internal Quality Audit Plan An overall planning of the internal quality audit which details when each particular area

of the company is going to be audited and as a means to ensure that all elements, aspects and components pertaining to a quality system are covered.

4.3 Audit Checklist A checklist which helps the auditor to perform the audit work. 5.0 RESPONSIBILITY 5.1 Management Representative is responsible for overall planning and co-ordination of

Internal Quality Audit. His/her delegate is responsible for preparing Internal Quality Audit Schedule, organizing the Audit Team, approving the Audit Checklist, distributing audit report, following up the corrective actions and maintaining records of the audit.

5.2 Team Leaders and Head of Supporting Departments are responsible for assisting the

audit team in carrying out the audit in his/her responsible area, formulating and implementing the required corrective / preventive / improvement action.

5.3 Internal Auditor (can be external parties) is responsible for employing the approved

audit checklist for the particular audit, carrying out internal quality audit, recording all findings and preparing Internal Quality Audit Report (IQAR).


6.0 TRAINING AND QUALIFICATION REQUIREMENTS 6.1 Internal Quality Audit is carried out only by personnel (external parties included) having

attended an internal quality auditor training course. 7.0 PROCEDURE 7.1 Audit Preparation 7.1.1 Internal Quality Audit shall conduct at least once a year. The Management

Representative prepares the annual Internal Quality Audit Plan (IQAP). The IQAP is approved by Department Head prior to use.

7.1.2 Management Representative assigns internal auditor for conducting Internal

Quality Audit. The audit should be carried out by personnel not having direct responsibility in the area being audited.

7.1.3 Management Representative or his/her delegate prepares Audit Schedule for

each cycle of audit. The schedule details the time frame, scope and area of auditing and the responsible auditors.

7.2 Conducting The Audit 7.2.1 Internal Auditor conducts the audit as per approved checklist, relevant

procedures and work instructions. He/she records relevant findings on the checklist.

7.2.2 Non-conformance / Observation / Area for improvement found during the audit

shall be recorded in the Internal Quality Audit Report (IQAR). 7.3 Audit Reporting and Follow Up

7.3.1 Upon completion of the audit, Internal Auditor shall pass a copy of the Internal Quality Audit Report(IQAR) to the MR or his/her delegate for review. Internal Auditor shall also pass a copy of the Internal Quality Audit Report” to the relevant surveyor / head of supporting department for action.

7.3.2 The relevant surveyor / head of supporting department shall coordinate with the

BIC / the responsible personnel to arrange corrective / preventive / improvement action. He/she shall record the action taken in the Internal Quality Audit Report(IQAR) and pass back to the MR or his/her delegate for review.

7.3.3 The MR or his/her delegate shall review whether appropriate actions are taken.

He shall request the relevant party to take further action if required.

7.3.4 The MR may consider to issue Corrective and Preventive Action Request if the required corrective / preventive action is not satisfactorily implemented.

7.3.5 Summary of Internal Audit shall be presented to the Top Management by the

Management Representative in the Management Review Meeting.


8.0 RECORD

8.1 All Internal Quality Audit Plan, Audit Schedule, Internal Quality Audit Report and checklists shall be kept by the Management Representative for 2 years.

9.0 ATTACHMENT Nil



QSP 8.2 Nonconforming Product / Page 1 of 3

Service Control Procedure Rev : B


A

Initial release

30/11/2002


20/05/2011






_________________________ CONTROL STAMP

QSP 8.2 Nonconforming Product Page 2 of 3

/ Service Control Procedure Rev : B

1.0 PURPOSE To set forth the requirements of controlling the nonconforming products and services. 2.0 SCOPE This procedure is applicable to all nonconforming product and service found within the

company. 3.0 REFERENCE DOCUMENT 3.1 QSP 7.6 Inspection and Verification Procedure 3.2 QSP 8.3 Corrective and Preventive Action Procedure. 4.0 DEFINITION Approval Person means the person who is given the authority to approve outgoing

correspondence and reports. 5.0 RESPONSIBILITY 5.1 The Team Leaders / Department Heads are responsible for giving guidance of

rectifying the defects in services which are performed by their respective subordinates in the office.

5.2 The management surveyor / Building-in-charge is responsible for giving guidance of

rectifying defects in services which are performed by the site personnel for the customer. He / She is also responsible for giving instruction to the suppliers / contractors for taking corrective actions for the nonconforming products and services.

6.0 TRAINING AND QUALIFICATION REQUIREMENTS No specific training and qualification is required. 7.0 PROCEDURE 7.1 Nonconforming Purchased Products Found at Sites

7.1.1 The nonconforming purchased products are identified with suitable identification (such as label or marking) and reported to the Management Surveyor if considered necessary by the Building-In-Charge.

7.1.2 The management surveyor and / or the Building-In-Charge makes disposition

of the nonconforming products. The disposition made by the management surveyor can be one of the following:

- the product is used as is and released for use. - the product is rejected and returned to the supplier or scraped

QSP 8.2 Nonconforming Product Page 3 of 3

/ Service Control Procedure Rev : B

7.2 Nonconforming Service identified during Inspection and Verification 7.2.1 If the nonconforming relates to equipment breakdown or malfunction, it is

handled according to the Equipment Preventive Maintenance Procedure (QSP 7.8).

7.2.2 If the nonconformance relates to customer complaints, it is handled according to

the Customer Complaints Handling Procedure (QSP 8.4). 7.2.3 If the nonconformance relates to the building activities / services, it is recorded

on the occurrence book or the relevant record / report by the personnel who identified it.

7.2.4 The personnel identifying the non-conformance should liaise with an appropriate

person who should then propose remedial action and follow up accordingly. 7.2.5 If the nonconformance is caused by subcontractor, the relevant subcontractor is

informed to re-deliver the service. 7.2.6 The Building-in-charge or the management surveyor re-inspects the rectified

service and the result is recorded on the occurrence book or the relevant report. 7.3 Nonconforming Outgoing Correspondences and Reports 7.3.1 When nonconforming outgoing correspondence and reports is found, the

Approved Person identifies the defects on the relevant correspondence, reports or documents.

7.3.2 The Approval Person asks his / her subordinate to rectify the nonconformance. 7.3.3 The Approval Person re-inspect the rectified correspondence and report before it

is sending out. 7.4 If the nonconformance cannot be rectified by the above procedure 7.1 - 7.3, the case is

handled in accordance with the QSP 8.3 (i.e. Corrective and Preventive Action Procedure).

8.0 RECORD 8.1 The written correspondences and the relevant document are kept by the management

surveyor in the office for one year. 8.2 The Occurrence book is kept by the Building-in-charge for one year. 9.0 ATTACHMENT Nil.



QSP 8.3 Corrective & Preventive Action Procedure Page 1 of 6

Rev : B


A

Initial release

30/11/2002


20/05/2011






_________________________ CONTROL STAMP


Rev : B

1.0 PURPOSE To set forth the procedure to control the corrective and preventive action process. 2.0 SCOPE This procedure is designed to cater for situation where significant non-conformance is found.

The situation includes but not limited to the following: - Management Review of Quality System - Internal Quality Audit - External Audit - Vendor Assessment - Daily Operation

- Customer Complaint

3.0 REFERENCE DOCUMENT Refer to QSP 4.1 – Quality System Procedure Control Procedure 4.0 DEFINITION 4.1 Corrective & Preventive Action Request (CPAR)

A form to document the request for corrective or preventive action is to be taken to rectify and prevent recurrence of any non-conformance.

5.0 RESPONSIBILITY 5.1 Management Representative is responsible for monitoring the effectiveness of

corrective and preventive action. 5.2 Management Surveyor is responsible for investigating the cause of non-conformance

and take appropriate corrective and preventive action accordingly. 6.0 TRAINING AND QUALIFICATION No specific training or qualification is required.


Rev : B

7.0 PROCEDURE 7.1 CPAR Initiation

7.1.1 Every staff member of JLL-PM can issue CPAR in case of significant

non-conformance is found.

7.1.2 The Management Representative is to review and make decision on whether a

CPAR is to be issued. The CPAR will then need to obtain approval from the

Management Representative before it is issued to the individual concerned.

7.1.3 The rejected CPAR should be returned to the initiator. 7.2 Corrective Action Formulation

7.2.1 The Management Representative or his delegate assigns an index number to

the CPAR, records on the CPAR status log and forwards the CPAR to the individual concerned for action.

7.2.2 The CPAR recipient is required to investigate into the cause of non-conformance,

fill in the cause and take corrective and preventive action, prevent reoccurrence of the same and set a committed completion date on the CPAR.

7.3 Preventive Action 7.3.1 The Management Representative together with Division Head, Group Leader,

Team Leader and Department Head are to review and identify potential cause(s) of non-conformance at the management review meeting. They determine whether preventive action is required to prevent reoccurrence of non-conformance by using appropriate source of information such as work operation, audit result, quality record and customer complaint.

7.3.2 If preventive action is required, the Management Representative is required to

initiate a CPAR and convene meeting with concerned parties to plan and carry out necessary preventive action.

7.4 Follow-up Action on Corrective & Preventive Action 7.4.1 The Management Representative or his delegate is required to check the

effectiveness of corrective & preventive action taken. 7.4.2 The Management Representative may close the CPAR only upon satisfactory

completion of the corrective & preventive action. He / she closes the CPAR by recording his comments if any and updates the Corrective & Preventive Action Status Log.

7.4.3 A copy of the closed CPAR should be issued by the Management Representative to the CPAR initiator for information.


Rev : B

7.4.4 Any change on the Quality System as requested by CPAR follows the procedure

in Quality Manual or QSP 4.1 “Quality System Procedures Control Procedure”. 8.0 RECORD 8.1 CPARs and CPAR Status Log are to be kept by the Management Representative or

his/her delegate for three years. 9.0 ATTACHMENT 9.1 Corrective & Preventive Action Request (Sample) 9.2 CPAR Status Log (Sample)


Rev : B

Attachment 9.1 Corrective & Preventive Action Request (Sample)

CORRECTION & PREVENTIVE ACTION REQUEST (SAMPLE)

CPAR No. Corrective Action Preventive Action

Details of non-conformance / issues : Approved by MR : Date : Cause of non-conformance (if any) : Proposed corrective & preventive actions : Responsible Staff : Expected Completion Date : Investigated by : Date : Follow up comments Follow up Action Taken by : Date :

Reviewed/Commented by MR (if any)


Rev : B

Attachment 9.2 CPAR Status Log (Sample)

CPAR STATUS LOG (SAMPLE)

CPAR

No.

Initiator

Name / Dept

Date

Issued

Date

Returned

Responsible

Staff

Closed Remark



QSP 8.4 Customer Complaints Handling Procedure Page 1 of 7

Rev : E



B Second release

(Customer complaint via email is addressed. The role of Team Leader

and Manager for following-up customer complaint is added)

01/01/2006

C Third release (A new Customer Care Unit is formed to address the complaint to Senior Management outside HKPM)

08/09/2008

D Fourth release (In line with ISO 9001: 2008 requirements)

06/07/2009

E Fifth release (Revised header section)

20/05/2011

Prepared by : Title : Head of Customer Service

Department Date : 16/05/2011

(Calvina Chan) Reviewed by : Title : Management Representative Date : 19/05/2011




_________________________ CONTROL STAMP




Rev : E

1.0 PURPOSE

To set forth the procedure to handle customer complaints.

2.0 SCOPE

This procedure applies to the complaints raised by the property owners, tenants and user of

property.

3.0 REFERENCE DOCUMENT

QSP 8.3 Corrective & Preventive Action Procedure

QSP 5.1 Management Review Procedure

4.0 DEFINITION

4.1 Customer refers to the people receiving the service offered by the company.

Customer could be the user of property, property owner or the tenants.

5.0 RESPONSIBILITY

5.1 Team leader is responsible for overall control of handling customer complaints in his/her

responsible area. He/she ensures each customer complaint is investigated and resolved.

5.2 Team Leader/Manager/Management Surveyor is responsible for communicating with

customer, investigating and resolving the customer complaints.

5.3 Building-in-charge is responsible for dealing with the complaints concerning the building

operations.

5.4 For Complaints relating to the following cases they should be passed to Customer Care

Unit (CCU) for follow up actions:

▪ Any case for the attention of WL, CL, HKPM group leaders and supporting

department heads;

▪ Any case for the attention of JW, EL, other city/country heads, regional office and all

other JLL departments;

▪ Any claims on JLL / JLLMS

▪ Any case that involve MARCOM, Legal, or Media related

▪ Any case involving death or injury (involving hospitalization)

▪ Any case involving ICAC, government authority investigation, or police




Rev : E

▪ Any case that the complainant is not satisfied with the result, or the complaint cannot

be resolved at Team Leader level.

6.0 TRAINING AND QUALIFICATION REQUIREMENTS

Please refer to Complaints Handling Handbook and Service A+ Handbook.

7.0 PROCEDURE

7.1 Receiving customer complaint

7.1.1 Whenever a matter relating to customer complaint is received in the site or office

(by letter, fax, email and telephone), the receiver shall investigate the matter,

examine its validity and report to the relevant Management

Surveyor/Manager/Team Leader.

7.1.2 The receiver shall notify the Team Secretary for recording the complaint into the

Customer Complaint Log (CCL). If the complaint is received at Customer Services

Centre, the duty Customer Service Officer shall also be required to record the

complaint on the Customer Complaint Log and pass to the relevant team for

handling.

7.1.3 Team Leader/Manager/Management Surveyor further reviews the matter and

initiates the customer complaint handling process if the matter is confirmed as a

valid complaint.

7.2 Handling of customer complaints

7.2.1 Complaints Handled by Team Level

7.2.1.1 For verbal complaint, Manager / Management Surveyor / Building-in-charge

can handle the case directly. After completing the action, he/she is

required to fill in the Customer Complaint Log to record the action taken.

7.2.1.2 For written complaint (i.e. fax, email and letter), Manager / Management

Surveyor / Building-in-charge is required to fill in the “Customer

Complaint Report (CCR)” to record the investigation and actions taken.

7.2.1.3 Manager/ Management Surveyor investigates the cause and determines

proper actions to resolve the complaint at the “Customer Complaint




Rev : E

Report”.

7.2.1.4 The Customer Complaint Report is distributed, if necessary, to relevant

personnel who take appropriate and timely actions to resolve the

complaints.

7.2.1.5 Manager/ Management Surveyor follows up the effectiveness of the

resolution of the customer complaints.

7.2.1.6 Team leader reviews the effectiveness of the handling of customer

complaints and passes to Group Leader for further endorsement.

7.2.1.7 If the complainant is satisfied with our action taken, Manager /

Management Surveyor shall update the “Customer Complaint Log”

accordingly.

7.2.1.8 If complainant is not satisfied with our action taken, Team Leader /

Manager / Management Surveyor shall immediately escalate it to CCU

for investigation / follow up actions.

7.2.1.9 Team secretary is required to submit the “Customer Complaint Log” to

the CCU weekly for review.

7.2.1.10 For the customer complaint received at Customer Services Centre, the

Customer Service Officer is required to follow-up the customer complaint

handling status. He/she is required to submit the “Customer Complaint

Log” to the Head of Customer Service Department.

7.2.2 Complaints Handled by CCU

7.2.1.1 For complaints (no matter verbal or written) relating to the following cases

they should be passed to Customer Care Unit (CCU) for follow up

actions:

▪ Any case for the attention of WL, CL, HKPM group leaders and

supporting department heads;

▪ Any case for the attention of JW, EL, other city/country heads,




Rev : E

regional office and all other JLL departments;

▪ Any claims on JLL / JLLMS

▪ Any case that involve MARCOM, Legal, or Media related

▪ Any case involving death or injury (involving hospitalization)

▪ Any case involving ICAC, government authority investigation, or

police

▪ Any case that the complainant is not satisfied with the result, or the

complaint cannot be resolved at Team Leader level.

CCU shall keep relevant parties informed and follows up to investigate the cause

and review the actions taken by the team. CCU will also record them in the CCU

complaint record and pass a Complaint Investigation Report to top management

for review.

7.2.7 If the complaint cannot be resolved and/or require long term, strategic review,

CCU shall refer the case to the relevant Supporting Department / Function

committee for remedial improvement work or disciplinary action.

7.2.8 If complainant is not satisfied with our action taken, the complaint shall be

referred to senior management / external bodies / consultants for further

handling.

7.3 Corrective and Preventive Action

7.3.1 CCU should determine whether the Corrective and Preventive Action Procedure

(QSP 8.3) should be followed.

7.3.2 CCU should coordinate all relevant parties to implement any long-term solution to

avoid the reoccurrence of the same case.

7.3.3 The Head of Customer Services Department will arrange sharing to all key staff

monthly (e.g. via CS newsletter or during Business Strategy Meeting).

8.0 RECORD

8.1 CCU / Customer Services Centre / Team leader shall keep the Customer Complaint

Reports and the “Customer Complaints Log” for three years.




Rev : E

9.0 DOCUMENTATION

9.1 Complaints Handling Workflow

9.2 Customer Complaint Report

9.3 Customer Complaints Log

9.4 Complaint Investigation Report




Rev : E

Complaints Handling Workflow

1 Level II cases (FAO = for the attention of) Report / Escalation

Any complaint case FAO WL, CL, HKPM group leaders and supporting department heads; JW, EL, CCU

Any complaint case FAO JW, EL, other city/country heads, regional office and all other JLL JW, EL, CCU

Incoming verbal / written

complaints (FAO site offices, CSC

& HO mgmt team)

Resolvable

within team

level?

Resolve on the spot

Complainant

satisfied?

Update

CCR (written)

CCL (Verbal & Written)

Information gathering &

investigation. Report any cases

with possibility elevated to Level

II to CCU immediately.

Yes

Yes

Investigation / follow up

immediately, inform relevant

parties promptly, provide draft

investigation report to top

management for review

No

Operation Unit Customer Care Unit

No

Incoming verbal / written

complaints (Level II)1

Resolvable

internally?

Resolve or refer to relevant

teams for resolution and keep

track on progress

Refer to Senior Management

/External Bodies / Consultants

No

Yes

Update CCR, track

resolution, CCL &

improvement plans;

conduct monthly analysis

review in BSM / Mgmt & CS

newsletter

Refer to team / dept / committee

for remedial, improvement or

disciplinary action

Senior Management /

External Bodies/Consultants

Yes




Rev : E

departments

Any claims on JLL / JLLMS JW, EL, CCU

Any case that involve MARCOM, Legal, or Media related JW, EL, CCU, CK

Any case involving death or injury (involving hospitalization) JW, EL, CCU, CK

Any case involving ICAC, government authority investigation, or police JW, EL, CCU, CK

Any complaint case that the complainant expressed written dissatisfaction, or the complaint cannot be resolved at Team Leader level.

JW, EL, CCU




Rev : E

Timeframe on Complaints Handling

General Complaints

Step Day Responsibility Activities

1 at once any employee

record dissatisfaction into Customer Complaint

Log and forward the case to the relevant

Surveyor / Manager / Team Leader for action

2 same day Surveyor / Manager contact customer, investigate and take actions

to resolve customer's issues

3 within 3 days Surveyor / Manager

close case, identify root cause, confirm

complainants' satisfaction, update CCR and

CCL, pass CCL to CCU

4 within 5 days CCU

monitor progress of open case, follow up with

dissatisfied complainant and review for

improvement.

Level II Complaints

Step Day Responsibility Activities

1 at once any employee inform CCU

2 same day CCU

contact customer, investigate, take actions to

resolve customer's issues. Keep International

Director informed on the progress.

3 within 3 days CCU

close case, identify root cause, confirm

complainants' satisfaction, update CCR and

CCL.

4 within 5 days CCU monitor progress of open case and review for

improvement.




Rev : E

PM-Q-12 (01-10-2008)

Customer Complaint Report

Report No.: Building Name :

Complaint addressed to :

Details on Complaint :

Investigation Findings

(By Team Leader / Manager / Surveyors) :

Investigation Findings Done by Customer Care Unit

(CCU) :

(Remark: When the complaint escalated to City / Country

Heads, Regional and other JLL Depts, investigation

should be also done by CCU)

Action Taken by the Team :

Reviewed by :

(Team Leader)

Reviewed by :

(Group Leader)

Date : Date :

Distribution : James Wong Eric Lee William Lai

BIC Other Depts (please specify ____________)

Remark:

The complaint must be notified to JW/EL if the complaint falls in the following categories :

1. Any case FAO WL, ABL, HKPM Group Leaders and supporting department heads; 2. Any case FAO JW, EL, other city/country heads, regional office and all other JLL departments; 3. Any claims on JLL/ JLLMS;

4. Any case that involve MARCOM, Legal, or Media related;

5. Any case involving death or injury (involving hospitalization);

6. Any case involving ICAC, government authority investigation, or police;

7. Any case that the complainant is not satisfied with the result; or the complaint cannot be resolved at Team Leader level.




Rev : E

FAO – For the attention of




Rev : E

Customer Complaint Log


Rev : E

客戶投訴調查報告 Complaint Investigation Report

大廈物業名稱: Building Name :

Complaint Content :

事故發生日期 Incident Date :

事故發生時間 Incident Time :

Investigation

時間(Time) 事故詳情及善後行動 (Incident Details and Action Taken)

Root cause of the complaints

Recommendations (to prevent recurrence of same case)

Prepared by 職位 Position :

Customer Care Unit (CCU)

時間/日期 Time/Date :