Leadership

Document Number: RE-002

1. Our Commitment

As we go back to providers who deliver quality products and services, we want our customers to come back to us repeatedly because we deliver consistently high quality services.

We also want to balance the need for quality with the need for running the business efficiently. So we aim for minimum viable quality.

2. Why a Quality Management System

A quality management system is a collection of business processes and functions aimed at continuous improvement of quality to ensure customer expectations and requirements are met or exceeded.

Quality management provides the following benefits to our business.

  • Repeatable performance

  • Systematic process-oriented approach

  • Predictable return on investment

  • Owner/Investor satisfaction

  • Tenant satisfaction and lease renewal

  • Lower risks and costs of faulty repairs.

  • We build a reputation for quality.

  • Processes do not become person-dependent and any new person knows how to do the work

  • Consistent process measures help gauge if everything is going well

3. Roles & Responsibilities

Why do we need this? Clear organization roles & responsibilities:

  • Lets clients see the support structure for products or services

  • The roles and responsibilities give a clear understanding of the job for the person who is new to the system

  • The documentation of roles and responsibilities does not leave anything to interpretation that might vary from person to person

  • The roles and responsibilities define the skills that are required to do a particular job

  • Once the skill has been defined, then it can be verified to see if it is resulting in a high-performing individual

Our quality system engages the staff in all roles and levels.

3.1. Business Manager Role

The business manager provides leadership by focusing on quality and customers.

The business manager responsibilities:

  • Conform to the LLC Operating Agreement

  • Ensures that requirements are built into processes.

  • Manage the effective allocation of resources

  • Ensures that our QMS achieves all intended results.

  • Accountable for the QMS.

  • Manage processes and their interrelations as a system to achieve the organization’s quality objectives

  • Encourage partners (property managers and vendors) to support the QMS.

  • Promote the use of risk-based thinking to manage the risks that can affect our quality outcomes

  • Understand the capabilities of our organization and determine resource constraints prior to action

  • Facilitate open discussion in the organization

  • Communicate with staff and partners to let them know the importance of their individual contribution

  • Encourage and recognize improvements and achievements by the company’s suppliers and partners

  • Improve using tools for process improvement (The Lean Principles, The Theory of Constraints, and cause & effect diagrams in the thinking processes)

3.2. Property Manager Role

Property Managers and their vendors are expected to lead their own staff to focus on our tenants and treat local government as a customer too.

3.3. Owners/Investor Role

Owners/investors are expected to behave cordially with the business manager and property managers.

3.4. Tenant Role

Tenants are expected to adhere to the terms and conditions of their lease agreement.

4. Customer Focus

The business manager is expected to to focus on our owners/investors and property managers.

  • The business manager is expected to manage all relevant requirements.

  • The business manager is expected to manage relevant risks and opportunities.

  • The business manager is expected to focus on enhancing customer satisfaction.

5. Quality Policy

Our policy is to provide quality rental properties to tenants within our context so that the rental income supports the investment goals of our owners/investors. Our quality objectives are our business objectives.

The QMS is not an end unto itself, but a means to an end. It aids the successful operation of the business. We seek to improve our operations continually through this QMS.

6. Communicating the Policy

We communicate our policy to all involved using a website for easy reference.

7. Revision History

Date Revision Description

2019-12-24

1

Initial

Updated on 24 Dec 2019

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