Mission Statement, Vision, & Core Values (2026) of China Merchants Property Operation & Service Co., Ltd.

Step into the operational ethos of China Merchants Property Operation & Service Co., Ltd. (001914.SZ), a China Merchants Group subsidiary that blends a customer-first mission with a forward-looking vision and a tightly held set of core values-92% customer satisfaction in 2023 underpins its service excellence, while a strategic investment of ¥500 million in smart property systems signals its commitment to innovation and green, smart-city solutions; driven by integrity, sustainability, innovation, social responsibility and excellence, CMPOS managed diverse residential, commercial and industrial portfolios and engaged in over 100 community service projects in 2023 to elevate urban living and create measurable value for stakeholders, setting the stage for an in-depth look at how its mission, vision and values translate into measurable impact.

China Merchants Property Operation & Service Co., Ltd. (001914.SZ) - Intro

• Core business lines: residential property management, commercial property operations, industrial park services, facility management, asset operation and value-added community services.
• Strategic focus: smart property management systems, ESG-aligned operations, and customer-centric service delivery.

• Deliver safe, efficient, and human-centered property services that enhance asset value and resident well-being.
• Integrate technology and sustainability to provide forward-looking, resilient operational solutions.

• Become a leading nationwide operator that sets benchmarks for smart, green, and service-oriented property ecosystems.
• Create model communities and commercial environments that exemplify high-quality urban living and operational excellence.

• Customer-first: prioritized satisfaction and responsiveness (92% customer satisfaction in 2023).
• Innovation: continuous investment in digitalization - ¥500 million invested in 2023 into smart property systems.
• Integrity: transparent governance and adherence to regulatory and ethical standards.
• Sustainability: alignment with national green development goals and implementation of energy- and resource-efficient practices.
• Community commitment: active social responsibility with 100+ community projects delivered in 2023.

• Scale digital platforms for unified operations, data-driven decision-making, and predictive maintenance.
• Expand green retrofits and low-carbon initiatives across managed assets to reduce operating costs and carbon footprint.
• Grow value-added services (property-related retail, community operations, flexible workspace) to diversify revenue streams.
• Strengthen talent and governance frameworks to support rapid tech-enabled scaling while ensuring service quality.

China Merchants Property Operation & Service Co., Ltd. (001914.SZ) - Overview

• Mission focus: create value for customers via quality property management and operational services, emphasizing service excellence, sustainability, and innovation.
• Community objective: enhance living standards and provide harmonious living environments, positioning the company as a sector leader.
• Technology & sustainability: integrate advanced technologies (IoT, AI-driven operations, smart security) and green practices (energy management, waste reduction) to optimize property lifecycle performance.
• Policy alignment: align strategic direction with national policies promoting green development and smart city solutions, supporting municipal and regional smart urban initiatives.

• Service excellence: standardized SOPs, performance KPIs, and front-line training to sustain the 92% customer satisfaction metric and reduce complaint recurrence.
• Technology integration: deployment of IoT sensors, cloud-based CAFM, AI-enabled predictive maintenance, and resident apps to improve responsiveness and lower operating costs.
• Sustainable operations: LED retrofits, centralized energy management, green procurement, and community carbon-reduction programs to meet national green-development targets.
• Quality expansion: selective portfolio growth emphasizing long-term service contracts and value-added community operations rather than speculative expansion.

• Elevated resident experience: 92% satisfaction and higher renewal/retention rates in managed residential portfolios.
• Operational efficiency: targeted reductions in energy use and maintenance downtimes via smart systems and predictive analytics.
• Financial resilience: diversified service revenue streams (property management, community value-added services, facility management) supporting steady top-line and profitability.
• Regulatory & ESG alignment: implementation of green pilots and smart-city solutions that align with municipal planning and national policy incentives.

• Smart Community Platform rollout-integrating resident services, security, and energy dashboards to centralize operations and improve resident interaction metrics.
• Green Retrofit Program-targeted energy-efficiency upgrades across aging portfolios with measurable reductions in kWh and CO2 emissions.
• Training & Certification-scaled vocational training for frontline teams to raise service standards and safety compliance.
• Value-added service expansion-concierge, home maintenance subscriptions, and commercial facility outsourcing to diversify per-capita revenue.

China Merchants Property Operation & Service Co., Ltd. (001914.SZ) - Mission Statement

• Deliver high-quality property management and operational services across residential, commercial, and mixed-use assets.
• Prioritize customer-centric service models that improve satisfaction, safety, and daily convenience for communities and businesses.
• Drive innovation in digitalization, smart operations, and green management to reduce environmental footprint and operating costs.
• Create long-term value for shareholders through disciplined growth, margin improvement, and prudent capital allocation.
• Invest in employee development and inclusive workplace practices to nurture a professional talent pipeline.

• Set industry benchmarks through continuous operational improvement and adoption of smart property technologies (IoT, AI-driven maintenance, centralized command centers).
• Foster long-term relationships with customers, communities, and corporate partners while expanding service offerings into value-added and asset-light segments.
• Align growth with China's urbanization and green development initiatives, emphasizing low-carbon operations, energy efficiency, and waste reduction.
• Enhance urban livability by delivering safe, well-maintained, and environmentally responsible living and working environments.

• Operational Excellence - standardize processes, elevate service KPIs (response times, resolution rates, satisfaction scores).
• Digital & Smart Upgrade - scale digital platforms to increase operational efficiency and enable predictive maintenance.
• Service Diversification - expand into community value-added services, commercial operations, and facility lifecycle solutions.
• Sustainability & ESG - target energy savings, emissions reduction, and green certifications across managed assets.
• People & Culture - strengthen training, retention, and performance-linked incentives to sustain service quality.

• For customers: improved service quality, safer communities, enhanced smart-living experiences and broader community services.
• For employees: career development, certification programs, and performance-driven incentives to elevate professionalism.
• For shareholders: scalable recurring revenue streams from property management contracts, margin expansion via digital efficiencies, and disciplined investment to support sustainable returns.
• For communities and regulators: contribution to urban sustainability targets via energy management, green operations, and compliance with local standards.

• Digitalization: target to increase automated/processed workflows by X% year-over-year and reduce manual maintenance incidents.
• Carbon & Energy: rollout energy-efficiency retrofits across core managed assets targeting measurable kWh and CO2 reductions per annum.
• Customer Satisfaction: improve net promoter and satisfaction scores through streamlined service channels and feedback loops.
• Growth: pursue both organic GFA expansion and selective M&A/joint-venture opportunities to achieve sustainable increases in contracted service value.

China Merchants Property Operation & Service Co., Ltd. (001914.SZ) - Vision Statement

• Integrity: Transparent governance, compliance with regulatory frameworks, and ethical conduct across all business units.
• Customer-Centric Approach: Prioritizing resident satisfaction, community engagement, and service personalization to improve quality of life.
• Innovation: Investing in proptech, IoT, and digital platforms to optimize operations, reduce costs, and enhance responsiveness.
• Social Responsibility: Delivering community programs, safety initiatives, and stakeholder partnerships that create social value.
• Sustainability: Implementing carbon reduction, energy efficiency, and green operations to align with national and international sustainability targets.
• Excellence: Continuous improvement in service standards, staff training, and performance metrics to exceed stakeholder expectations.

• Integrity: Quarterly compliance audits; zero-tolerance policy incidents tracked and published internally; KPI - 100% timely regulatory filings.
• Customer-Centric Approach: Multi-channel service desks, resident mobile app adoption rate (current: 62%); KPI - average response time under 30 minutes for urgent requests.
• Innovation: Investment in digital platforms with an annual R&D/IT budget equal to ~4% of revenue; rollout of IoT-enabled energy management in 25% of managed communities.
• Social Responsibility: Community outreach hours logged (2023: 45,000 volunteer hours); KPI - number of social programs implemented per region (avg. 6).
• Sustainability: LED retrofits, centralized waste-sorting pilots, and green procurement policies covering >40% of supply spend; KPI - annual energy consumption per sq.m reduced year-on-year.
• Excellence: Standardized service gradecards, internal training hours per employee (2023: 48 hours), and third-party service quality certifications across major regions.

• Board and management KPIs tie executive compensation to measurable outcomes: financial targets (revenue growth, margin expansion), operational indicators (customer satisfaction, service retention), and ESG milestones (carbon reduction, social programs).
• Risk management framework integrates compliance, safety, and continuity planning; stress-testing applied to service delivery under peak scenarios (weather, pandemic, landlord transitions).
• Transparent reporting cadence - quarterly operational dashboards and annual sustainability disclosures to stakeholders and investors.

• Digital Transformation: Scale the property management platform to achieve end-to-end digital services for residents and asset owners, aiming to increase service automation to 55% of routine workflows.
• Service Diversification: Expand value-added offerings (community retail operations, smart facilities, eldercare services) to boost ancillary revenue share to >18% of total revenue.
• Partnerships & M&A: Targeted acquisitions and JV arrangements to grow GFA under management by 12-15% annually in strategic cities.
• Green Operations: Roll out standardized ESG playbook across all properties to meet carbon intensity targets and enhance green certifications for flagship projects.