So this video covers a hypothetical process flow for a real estate company using the principles
of ISO 9001.
In this video, I'm going to be running through the steps in a process flow, giving some examples
of inputs and outputs, and hopefully you should be able to go away and document your own process flow.
Hi I'm Mazza, IMS Lead Assessor here at Best Practice Certification, we've received some
questions in response to our process flow tutorial video shot by our CEO Kobi Simmat,
a few months ago, and what we have up here on the board is a response to one of those questions.
So the question came from a real estate company, I don't know what country they're based in,
but what we've done for them is put together a generic process flow of what something in
their business might look like for lettings, not sales of homes, but more lettings.
The normal sort of process flow scenario that we've gone with here, has the process in the
middle and the different steps, inputs on the left hand side, and outputs on the right hand side.
So starting from step one, we've got the process as advertise open home.
You can see there that an input there is you've got a vacant listing, and the outputs of that
maybe marketing material, you know, in Australia thats things like realestate.com, domaine
as in using websites, you know you can post ads in the newspaper, you can put pamphlets
in peoples letter boxes, thats an output of that process step.
Moving on from that we've got hold an open home.
It seems right, that's the way you would do it, you would advertise, then you would hold
an open home.
As a result of holding an open home, one of your outputs might be applications.
So you would receive applications, from potential tenants that would like to move into the home.
Next step in the process would be to review the applications, fairly straight forward,
no real outputs there, however in your business you may have some, not too sure.
After that we've gone with discuss with the landlord, again, you would share your thoughts
on the applicants pass on your feedback to the landlord, make a decision, and move on
to the next step, which we've got there as notify the successful candidate.
So obviously once thats done, you move onto prepare and issue the lease, and what you've
got there are some input items are, the tenant details.
Grab the information from them, prepare the lease, and issue it to them.
What you get as an output of that step, is obviously a signed lease.
After that as the real estate agency, you have to obtain the bond, output of that step
is obviously a bond payment, and then after that, as you can see we've run through the
process, you get to move into property management flowchart.
That's your normal, three monthly inspections, collect your rent, respond to tenant queries,
pass them on to the landlord, you know, all those types of things.
So that's a fairly straight forward process flow that we've just been able to put together
for you, as what it would look like to let a property.
So that's just one scenario for a real estate business.
Like we said, we covered letting or rental or leasing, whatever you want to call it,
you could also have similar process flows for sales, like preparing a property for sale,
and you could also have it like we have as our last step here, property management, you
could come up with a flow chart that spells out the steps for that.
Look some examples of, you know, if we were looking at the sales process, you'd still
have the inputs of a vacant listing, you would still advertise your open home, you'd still
hold an open home, but when you get to this step here its obviously going to be something
different, it's not going to be review applications, it's going to be potentially providing contracts
of sale to potential buyers or purchasers of the property.
You will still have your discussions with landlord in here, if you are receiving offers
on the property, and you still get into this stage of notifying the successful client,
you know preparing and issuing the contract, potentially you would be getting involved
with the seller of the property and also their solicitor to help in the exchange.
So you can see if you just follow the steps through, this can be done for the sales process as well.
Think about what inputs might go into it, and of course what outputs come out the other side.
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