Providing Comfortable Spaces of High Quality

Initiative to Improve Quality Through Obtaining ISO 9001 Certiﬁcation
For the purpose of improving the quality of our comprehensive support to customers in building comfortableliving environments, Leben Community and Leben Home Build have constructed quality management systems inaccordance with ISO 9001, the international standard for quality management systems formulated by theInternational Standards Organization, and obtained this certification.

Details of Leben Communityʼs Initiative
Administrative management
Comprehensive condominium management

Association accounting
Management and repair of buildings and equipment
Management staﬀ operations

Condominium repair work

Repair of condominium common areas

Details of Leben Home Buildʼs initiative
Make clear legal requirements, and validate conformance of processes which must be observed.
Identify risks and opportunities that aﬀect capacity to improve customer satisfaction and address themappropriately.
Promote the implementation of PDCA for stakeholdersʼ requirements.

60

Condominium Management Quality Improvement Measures

Service Quality Management System (SQMS®)
Leben Community ensures quality using our unique service quality management system (SQMS®) to continue
managing our customersʼ important assets over the long term. SQMS® applies ISO 9001, an international
standard for quality management systems, to condominium management. It sees condominium management as
consisting of four support services (site management, financial management, asset management, andoperations management) and applies the PDCA cycle to each to continuously improve quality.
Specific actions include providing feedback to the relevant departments on the opinions of condominium
management association members, collected through questionnaires, which leads to improvements in thequality of a wide range of services.

SQMS® Process Chart (Service Quality Management)

Management andplanning design basedon customer needs
Management outsourcing
agreements

Plan

Do

Quality plan proposal

Service provision activities

Quality standards

Provision of services inaccordance with quality
standards

Service quality plan design(quality plan) based the
management plan

Condominium
management
outsourcing services

SQMS®
Cycle
Act

Check

Improvement Activities

Collection, analysis &evaluation activities● Continuous improvement

Collection● Corrective action● Preventive action

Analysis
Evaluation

61

Quality Philosophy and Policy
Quality philosophy
We hereby declare and state our quality management philosophy to be “Creating a safe andcomfortable living environment” in the spirit of “walk the talk.”
We will adopt the quality management system advocated by ISO9001 and pursue customer satisfaction
and social contribution in our condominium management business under the motto of “speed,
dependability, and sincerity” for all our employees.

Quality policy
We have established the following quality policy so that we can continue to provide “speed,
dependability, and sincerity” services to our customers:
1. We will pursue our own existence value to become an indispensable presence for our customers.
2. We will provide high-quality and reliable services based on our quality standards.
3. We will continuously pursue quality improvement for perennial customer satisfaction.
4. We will clarify objectives and targets, and embody the spirit of “walk the talk.”
5. We will comply with all applicable laws, regulations, norms, rules, etc. and aim to be a corporate citizen trusted bysociety.

Management StructureManagement Policy Maker

Internal Audit Manager

Quality Management Officer

Financial
Management
Underwriting
Operation

UnderwritingOperation
Contract Management
Operations Management

Site
Management

Financial
Management
Division

Site
Management
Division

Consignment
Promotion
Sales
Division

Headquarters
Operations
Management
Division
Business
Management
SectionQuality
Management
Officer(Deputy)

Quality
Management
Officer(Deputy)

Quality
Management
Officer(Deputy)

Quality
Management
Officer(Deputy)

Underwriting
Operation
Contract Management
Asset Management(BM consignment
management)

AssetManagement(Various
inspections)

Asset
Management(Supervision ofmaintenance
work)

Asset
Purchasing
Management
Operation(Supervision ofmaintenance Subcontracting
Management
work design)

AssetManagement
Division
Asset
Management
SectionConstruction
Management
Division
Construction
Management
SectionFacility
Construction
Section

Maintenance
Planning
Division
Maintenance
Planning
SectionPurchasing and General Affairs
Subcontracting
andManagement Administration
Division
Division

Quality
Management
Officer(Deputy)

Quality
Management
Officer(Deputy)

Quality
Management
Officer(Deputy)

Quality
Management
Officer(Deputy)

Yokohama
Branch Office
Operations
Management
Division
Business
Management
SectionOmiya
Branch Office
Operations
Management
Division
Business
Management
Section

SQMS Master

Building
Management
Division
BM Section

Quality
Management
Officer(Deputy)

Quality
Management
Officer(Deputy)

Quality
Management
Officer(Deputy)

Quality
Management
Officer(Deputy)62

In-house
Facility
Management
Recruitment

Quality
Management
Officer(Deputy)Quality-Related Education and Training
Leben Community works to develop human resources who understand and practice SQMS® . It conducts
training on the core concepts of SQMS® to ensure that young employees understand its fundamental
approaches and characteristics. To develop SQMS® both internally and externally, Leben Community also
certifies as SQMS® Masters employees who have extensive practical experience and are well versed in SQMS®
concepts, quality standards, process management, and more and grants them SQMS® badges. The SQMS®
Master program was launched in fiscal year 2018, and 13 employees have been certified to date.

Front Man Training
Front men require extensive knowledge as professionals that support the operation of management
associations. In order to improve the quality of service they provide, we regularly administer training to all front
men. The goal is to provide front men with the skills they require to carry out their duties, through training suchas debt recovery operation training led by an attorney, SQMS®-based operation mentality training, and building
and equipment training.

63

Condominium Management Staﬀ Training
Condominium management staff are responsible for reception, inspections, cleaning, consultation, and otherduties. To maintain comfortable condominium living environments, they must not only be able to execute theirduties appropriately, but also to do so with a smile on their face, speak politely, and take care of their personal
appearance. By providing them with feedback from residents about their day-to-day job performance,
conducting regular management staff training, and periodically testing their understanding of training content,
we work to thoroughly improve the quality of service they provide.
In fiscal year 2021, given the spread of Covid-19, training sessions were held in small groups in regional
cities, although face-to-face education, which is difficult to convey through written communication alone, wasresumed, albeit gradually.

Information Shared on Near-miss Incidents
One measure we employ to maintain and enhance service quality is sharing information on near-miss incidents
relating to condominium management. We use the Management Staff News, which is distributed periodically, toinform all staff members about incidents that almost led to quality-related accidents.
In addition, during company-wide service quality training, we present information on incidents which did notcomply with standards occurring in the previous fiscal year and details of the responses, and this has been
useful in reducing quality-related incidents. In fiscal year 2021, we worked to protect our customersʼ
information through focused information dissemination regarding the handling of personal and confidential
information.

64

Pursuit of Safety and Peace of Mind

Thorough Process Inspections
To provide housing where people can live for a long time with peace of mind, the Takara Leben Group conducts
stringent checks at the construction stage. We put great effort into ensuring thorough quality management,with our staff regularly visiting construction sites to inspect building structures and conduct checks within theconstruction process of hidden areas, foundations, and finishing.

(Image)Obtaining Housing Performance Evaluation Reports
Takara Leben obtains housing performance evaluation reports from third parties designated by the Minister ofLand, Infrastructure, Transport, and Tourism to provide customers with greater peace of mind regarding theirresidences. To obtain these reports, we acquire performance evaluations at each stage of design on topics
including earthquake- and fire-resistance, degradation resistance, energy consumption, and ease ofmaintenance. Five or more on-site inspections are carried out during construction, and a rigorous performance
evaluation must be passed at the time of completion.

Housing construction
performance evaluation(to be acquired uponcompletion)
Housing construction
performance evaluation report(to be acquired for all units)

Acquisition of housing
performance evaluation report

Issuing of housing construction
performance evaluation report

Inspection
completion certificate(5) Upon completion
construction work

(4) Upon completion ofroofing work

(2) Upon completion of
second floor rebar work

(3) Upon completion ofwork performed immediately
before installation of interior
foundations

Five or more on-site inspections are performed.
(The number of inspections varies
depending on the number of floors.)(1) Upon completion offoundation rebar work
(before pouring concrete)

Design performance
evaluation report(acquired for all units)

Determination of
inspection personnel

Creation of construction
evaluation application(Copy of verification completion
certificate attached)

Application for housing
construction performance
evaluation

Issuing of housing design
performance evaluation report

Conclusion of agreement
regarding contracting of design
performance evaluation report
reception, etc.

Application diagram
screening

Application for housing design
performance evaluation

Designated housing performance
evaluation organization

Creation ofdesignevaluation
application

Structural Stability

Degradation Reduction

Maintenance, Management,
and Renovation

Thermal Environment /Energy Consumption

Evaluation of the building’s resistanceto earthquakes, wind, snow
accumulation on the roof, etc.

Evaluation of measures used to
improve durability, maintaining initialstrength for as long as possible.

Evaluation of the ease with which
maintenance can be performed forplumbing, gas pipes, hot water pipes(inspection, cleaning, repair, etc.).

Evaluation of degree of energy saving
contributions produced by materials
and construction methods used to
improve insulation performance.

Maintenance and management
measure grade (dedicated pipework)
Maintenance and management
measure grade (common pipework)
Renovation measures (common
drainage pipes)

Insulation performance grade
Primary energy consumption grade

Seismic grade (prevention of building
structure collapse, etc.)
Other (prevention of building
structure collapse or damage in theevent of an earthquake)
Subsoil or pile load tolerance andinstallation method
Foundation structure method andform, etc.

Degradation measure grade(building structure, etc.)65Earthquake- and Fire-Resistant Structures
Robust Earthquake-Resistant Structures
In the construction of condominiums, we improve earthquake resistance by adopting the most appropriate
construction method for the characteristics of the subsoil and its capacity to support the foundation. This
includes the use of pile foundations, where strong piles are directly driven into the ground to the supporting
layer, spread footing foundations, which provide support directly using firm subsoil, and seismic isolators,
which disperse earthquake energy and dampen extreme, long-period building swaying.
In the construction of detached housing, we adopt wood-frame construction, which affords a high degree ofdesign freedom and flexibility when adding to or renovating a structure in the future, together with a panel
construction method that offers high durability and safety as well as good earthquake and fire resistance. We
also employ as a standard feature a mat foundation method whereby a steel-reinforced concrete slab is laid
underneath the entire wood floor to support the building, establishing a strong foundation using a highearthquake-resistance and high-durability construction method.

Exceptional Fire-Resistant Structures and Soundprooﬁng Performance
We use highly fireproof materials when constructing condominiums. Fire-resistant and soundproofing
performance standards are stipulated by law, and the thickness of the concrete walls between our condominium
units, which require a high level of fire resistance and soundproofing, is approximately 180 mm. Furthermore,
fire-resistant and soundproofing construction is used for the piping within pipe spaces facing residentsʼ rooms.

Accident Prevention Measures
The Takara Leben Group is working to prevent occupational accidents at workplaces and construction sites.

Health and Safety Patrols
Leben Home Build, which is responsible for building construction, performs health and safety patrols at eachconstruction site at least once each month to create safer worksites. In addition to confirming theimplementation of health and safety management, such as monthly and daily inspections and the assignment ofcertified personnel, they aim to foster a greater focus on safety through the use of safety briefings and the like.
Top management also conducts joint special patrols with partners once a quarter. In July 2021, in conjunction
with National Safety Week,* we visited four actual construction sites with representatives from eight partnercompanies to check working conditions from the perspectives of daily management, on-site maintenance,
accident prevention, fall prevention, and machine accident prevention and to encourage the implementation of
measures.
* National Safety Week
An initiative of the Ministry of Health, Labor, and Welfare and the Japan Industrial Safety and Health Associati on to promote
voluntary industrial accident prevention activities, raise safety awareness, and establish safety activities in the industrial
sector.

66

Safety Conferences
During National Safety Week, a Ministry of Health, Labor, and Welfare initiative which aims to promote
voluntary prevention of occupational accidents in the industrial world, Leben Home Build fosters morewidespread safety awareness and firmly establishes safety activities. The offices and worksites work closely
together and enhance the companyʼs health and safety management activities, such as its measures to preventthe three main types of accidents (toppling and falling accidents, crane and other construction machinery
accidents, and collapse accidents). Before National Safety Week, the companyʼs executives, employees, andpartners gather for a Safety Conference that promotes greater health and safety management. The Safety
Conference was not held in fiscal year 2021 to prevent the spread of Covid-19.

* The ﬁscal 2019 safety conference

Safety Instruction for Subcontractors
Leben Community, which handles repair work on condominiums, works with partner contractors to carry out
work safely and with minimal impact on residentsʼ lives. When a large-scale repair project is approved at acondominium management association meeting, the companyʼs repair planning staff, construction supervisors,and members of a managersʼ committee consisting of key construction workers gather at the site to check andreview in detail the scaffolding, placement of temporary facilities (offices, restrooms, security doors, etc.), andsafety measures before work begins.

67Selection of Optimal Structures and Equipment
We change specifications for each property—not just the interior design such as floors, doors, andkitchen/bathroom, but also the internal structure of buildings, such as double floors, double ceilings, andpiping within pipe spaces—according to the land and customers living there to give the most fitting
combination of structure and equipment.

Introducing the most ﬁtting equipment for each property

Specification
ExamplesConcrete slab
Double ceiling

Supportmaterial

Plasterboard
Drain pipeSoundproofing
sheetInterior
space
Particle board
Flooring
Flooring
material

Water supply anddrainage pipes

Double floor
Concrete slab
Plasterboard

Plasterboard

Piping within pipe spaces

Double floor & double ceiling(Conceptual image)

Crisis Management Structures in Leben Community
Leben Community has established solid crisis management structures to protect the safety and peace of mindof condominium residents.

Safety Management
Remote monitoring systems promptly alert a security company via telephone lines in the event of any
abnormality in condominium facilities. If necessary, security personnel respond immediately. Through its
inspections and staff training, Leben Community has established a system for responding appropriately in theevent of an elevator, firefighting equipment, or other emergency.

68Responses to a Large-Scale Disaster
Following the occurrence of the Great East Japan Earthquake in March 2011, an emergency earthquake
countermeasures headquarters was immediately established, and initial measures were promptly taken. During
disaster recovery construction, we provided support from the perspectives of a management association, led byour commitment to speed, dependability, and sincerity and based on the expertise and skills we have developed
through our equipment and repair experience.

Crisis Responses in Large Buildings
Leben Community implements Covid-19 infection prevention measures at large condominiums in each region
based on its many years of experience.
In fiscal year 2020, at the Park City Mizonokuchi condominium in Kawasaki City, Kanagawa Prefecture, which
has about 1,100 households, Leben Community cooperated with the management association, community
association, and a disaster control center to implement systematic crisis response measures to conduct
comprehensive infection prevention measures and prepare for the occurrence of infections. Specific measures
included morning and afternoon disinfection of items that are frequently touched by residents, such as elevator
buttons, handrails, intercom panels, and doorknobs, and other rigorous infection countermeasures. Leben
Community also urged residents to take preventive measures within their individual residences (such as
ensuring adequate ventilation and limiting going out for non-essential purposes) and to exercise caution whileon the condominium grounds (such as wearing a mask, refraining from speaking while in elevators, andadopting trash disposal methods that reduce the risk of infection).
Leben Community encouraged residents to take appropriate action by providing easy access to informationneeded if they suspected they were infected or became infected. It also produced the Infection Prevention
News, a newsletter compiling information on these infection prevention measures, and distributed it toresidents. In addition to infection countermeasures, the newsletter contained contact information for publicagencies, information about on-site specialized infectious disease clinics and nearby restaurants that provide
takeout and delivery services, warnings about tax refund fraud, and more, providing wide-ranging support forlife during the Covid-19 pandemic.

69

Disaster Response
Disaster Preparedness Drills
Leben Community supports the safety and peace of mind of all condominium resident communities. One
representative example is the disaster preparedness drills we conduct in conjunction with management
associations, especially in large condominiums. It is no easy matter for residents, including senior citizens andchildren, to properly use condominium firefighting equipment in the event of a fire or to rapidly evacuate thecondominium via its evacuation routes. In the disaster preparedness drills, residents experience not only
evacuation from upper-level floors via stairs, but also evacuation via ladder trucks, evacuation by breaking
partition boards on balconies, and initial firefighting using fire extinguishers.
In fiscal year 2021, we made proposals to meet the wishes of the management association, such as
witnessing inspections that could be handled by avoiding the 3Cs under the pandemic We will continue ourefforts to strengthen the community's disaster preparedness through disaster drills suited to the actual
conditions of each condominium.

70

HOTEL THE LEBEN OSAKA “Disaster Prevention Experience Mission Plan”
Since the Great Hanshin-Awaji Earthquake and the Great East Japan Earthquake, awareness of disaster prevention has
continued to increase. At HOTEL THE LEBEN OSAKA (opened in March 2022), the Groupʼs first hotel brand, Takara Leben
is developing the “Disaster Prevention Experience Mission Plan” to provide an opportunity for families to learn about anddiscuss disaster prevention together. The plan provides guests with a simulated experience of a disaster by having themspend a day in an inconvenient guest room with no lighting, use disaster prevention goods, and eat preserved food. In theguest rooms, a booklet entitled “Disaster Prevention Mission 7: Letʼs Make Disaster Prevention Rules for Our Home,” isprovided, and by completing the seven missions, such as “Decide on an evacuation site to meet” and “Think about
disaster prevention goods for the family,” their own disaster prevention rule book is completed, which can then be taken
home and utilized. We plan to actively contribute to local disaster prevention and disaster education for children by
distributing the booklet and inviting students to participate in the “Disaster Prevention Experience Mission Plan” at public
institutions and schools in the neighborhood.

HOTEL THE LEBEN OSAKA

Moriya Disaster Preparedness Event
The Takara Leben Group collaborates with condominium residents and members of the community in promoting
activities that heighten the disaster preparedness of community members. In November 2019, we held an
Escape Attraction® disaster preparedness event for the residents of LEBEN MORIYA THE BRIDGE and LEBENMORIYA THE SQUARE, as well as the members of the Matsunami Nishi Neighborhood Association in Ibaraki
Prefecture. This program, created as a new type of disaster preparedness training at the third UN World
Conference on Disaster Risk Reduction in March 2015, differs from conventional evacuation drills. A large
screen is used to create an immersive simulated disaster experience for participants, who collaborate tocomplete an evacuation preparation mission and an evacuation mission, seeking to reach the safety gate by thetime limit (escaping the disaster safely). On the day of the event, 120 participants enjoyed learning about
disaster preparedness and the importance of working with each other.

71

Pursuit of Habitability“LEBEN KEMIGAWAHAMA GRANVARDI” Project
Located approximately 160 meters from Kemigawahama Station of the JR Keiyo Line, LEBEN KEMIGAWAHAMAGRANVARDI (Chiba Prefecture) is a large-scale residential complex with a total of 288 units, reminiscent of alarge passenger ship docking in harbor at the station.
A major theme in large-scale condominium development is the design of common areas. The condominium
has 10 different types of common spaces (gym, kidsʼ room, laundry room, party room, etc.) for all ages to enjoy,
not too large but just the right scale, and designed with future variability in mind. A wide variety of unit plans
is available for a wide range of generations, including working families, families raising children, and seniors.

72

Condominiums That Provide Clean Air and Spaces
Takara Leben continues to propose residences with new value tailored to new living environments. As peopleʼsawareness concerning their health and the prevention of infections rises and calls are made for cleaner
residences, we are developing new built-for-sale condominiums that offer “clean air and spaces.”
To control household odors that may bother residents, the ceiling of each unit is equipped with an air-e nanoe
generator (made by Panasonic Corporation), which generates deodorizing ionic particles to break down thesources of odors, as a standard feature. In addition, various antibacterial and antivirus innovations have been
incorporated into the interior finish materials used in the spaces where residents live. The walls and ceilings of
all units use materials with antivirus coatings that have virus-reducing effects. The surface of the clothmaterial applied to walls and ceilings is coated with antibacterial agents, which has the effect of reducing
bacteria that adhere to those surfaces. Moreover, flooring materials curtail the growth of bacteria with 101
REPREA® (made by Toppan Inc.), and decorative flooring sheets have been certified for antibacterial processing
by the Society of International Sustaining Growth for Antimicrobial Articles (SIAA). Antibacterial and antivirus
coatings certified by SIAA have been applied to fixtures in all units.
As condominiums offering “clean air and space,” we supplied “LEBEN KITATODA ATOMOS,” “LEBENKITATODA LUMINOUS,” and “LEBEN KITATODA SOLID” in the Kita Toda Station area of Saitama Prefecture.

Takara Leben s Consideration for Future Housing
Antibacterial and antivirus
speciﬁcations for peace of mind

Antibacterial and antivirus wallpaper
in all units

SIAA certiﬁed. Oleﬁn decorative sheetswith antibacterial and antivirus
speciﬁcations are used for ﬁxtures.

Antivirus products are selected for
wallpaper. These products demonstrate
excellent defects against viruses, protecting
peace of mind in clean residences.

Antibacterial and antivirus ﬁxtures

Outstanding
antibacterial
properties maintaincleanliness

Antibacterial and antivirus
ﬁxture sheets are used on doors
and other room ﬁxtures that arecontacted many times every
day, supporting the health of families.

A coatingon the wallpaper
surface inactivates
viruses

Virus

Antibacterial ﬂooring sheets
Antivirus coating layer

SIAA The Society of International Sustaining
Growth for Antimicrobial Articles (SIAA) is anorganization of manufacturers of antibacterial andanti-mold agents and antibacterial and anti-moldprocessed products and antimicrobial testing
institutions; it encourages the proper and reassuring
use of antibacterial and anti-mold processed products.
Such processing reduces the number of certain virus
particles on products.
* Antivirus processing is not intended to treat or
prevent any disease.
* Compliant with SIAA safety standards.

Vinyl chloride resin layer

Lining paper

Decorative sheets with
antibacterial speciﬁcations
are used for residence ﬂoors,
providing peace of mind tofamilies with babies.

Contact with wallpaper surface
Modiﬁcation of proteinsin the virus surface layer

Inactivation

Air-e nanoe generators embedded in ceilings
The standard for the new normal. Residencesthat focus on air and health.

73

LUIC Project, a Proprietary Water System
The LUIC Project is a water system, created by the Takara Leben Group, which makes purified water available
for use in all aspects of living. Since the system was launched in 2008, it has been used in all series of our own
branded condominiums, changing the lives of many residents by changing water, a fundamental necessity forlife. The LUIC Project is constantly adopting new technologies and evolving.
Currently, the LUIC Project consists of Takara No Mizu, which provides purified water from taps; Takara No
Mirabath Vision, a bath system that provides the cleaning and warming effects of ultra-fine air bubbles simply
by soaking in the bathtub; and Takara No Mirable Shower, which provides water with ultrafine bubbles to keep
usersʼ skin and hair in excellent condition. Takara No Mirabath Vision is available with functions such as a
circulating bath and spot care, and a new Micro Iony function that removes grime from the bathtub using
activated oxygen atoms has been added.

Takara No Mizu
(Takara Water)

Takara No
Mirabath Vision*

Takara No
Mirable Shower* Formerly known as Takara No Microbubble Tornado O2

Cleaning power
Hair
Sebum
Seb
um
impurities
impurities

Hot bath

Microbubbles
MicrobubblesMicrobubbles
wash away dirt
from inside pores

Normal hot water

Hot water
with microbubbles
Representation

Representation

Microbubbles generated
by low-temperatureplasma are used
to break down, sterilize,
and deodorize dirt
and grime in the bathtub* Do not use while in the bath.

The circulation bathuses special nozzles tocreate a pleasantconvection water
current that flows
throughout the bath.

Beforeexperiment

After 15 min.

Representation* In this decoloration experiment, approximately 250 ml was

sampled from an aqueous solution consisting of roughly
1,000 ml of mineral water and roughly 0.2 g of methylene
blue, and microbubbles were generated using Micro Iony for
approximately 15 minutes.

Spot care allows
tornado jets created by
special hose nozzles tobe applied to specificpinpoint areas.

Representation

Representation

Representation* Oxygen ceramics are sold separately.
* Eﬀects and beneﬁts vary among individuals.

LUIC Project74