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At CPG Facilities Management, that work belongs to the Strategic Quality Management team. They’re the people who make sure governance frameworks make sense on the ground, that processes hold up under pressure, and that the teams responsible for running buildings across Singapore have what they need to do their jobs well. 

We sat down with three members of the team – Maggie Chia, Nur Sabrinah Binte Satari, and Ashley Cheong – to hear about the journeys that brought them here, and what quality really means when you’re living it every day. 

Maggie Chia Vice President, Strategic Quality Management 

Maggie came to CPG FM from an unusual angle: she spent years on the client side – evaluating tenders, managing service contracts, and sitting across the table from FM companies. 

That experience gives her a perspective that’s hard to teach. She knows what clients actually need, and she knows the gap between governance that looks good on paper and governance that genuinely works. 

Three years in as VP of Strategic Quality Management, her role has grown well beyond traditional quality functions. She oversees the frameworks and initiatives that shape how the organisation operates. But more than that, she works on culture. 

“Quality is reflected in how our teams engage clients, how they respond to issues, how we build professionalism across the organisation,” she says. “It’s ultimately a mindset that becomes part of how we work.” 

Nur Sabrinah Binte Satari Assistant Manager, Strategic Quality Management 

Sabrinah’s first encounter with quality management was in a pharmaceutical laboratory, where precision was built into every process. Supporting audits, ensuring testing standards were met, watching how ISO systems functioned under real conditions. 

When she joined CPG FM a year and a half ago, she saw a chance to apply that same rigour in a very different environment – one where the variables are far less controlled, and the challenges far more human. 

“Facility management brings together both technical systems and people-focused services,” she explains. “That combination makes the work engaging, because we’re constantly finding ways to improve processes while supporting the teams on the ground.” 

Today, she plays a central role in maintaining the company’s ISO certifications, strengthening documentation systems, and keeping compliance consistent across sites. It’s detailed, unglamorous work, and she clearly loves it. 

Ashley Cheong Assistant Manager, Strategic Quality Management 

Ashley spent his early career in the kind of environment where documentation, compliance, and data were the foundation of everything. He was good at it. But over time, he found himself drawn to a different kind of question. 

“When you start asking why issues happen rather than just documenting them, you begin thinking about how to build better systems,” he says. That shift, from recording problems to preventing them, is what eventually brought him to CPG FM. 

Now, he conducts internal audits, supports regulatory compliance, and works alongside site teams to make sure procedures are practical, not just technically correct. His favourite description of the job is also his most honest one: 

“A lot of quality work is preventive and invisible. If we do our job well, nothing happens – and that’s the success.” 

Behind the Scenes, But Not in the Background 

Much of what this team does is invisible by design. The reviewed procedures, the monitored compliance systems, the quiet interventions that stop small issues from becoming big ones – clients rarely see any of it. That’s the job done right. 

But there’s another goal the team is working toward, one that goes beyond audits and certifications: changing how quality is felt inside the organisation. 

Ashley puts it plainly: “Success isn’t just passing audits. It’s when site teams understand why a requirement exists, feel confident during inspections, and don’t see quality as extra burden.” 

Maggie frames it as a culture question. “Quality isn’t a checklist. It’s a mindset embedded into how we work.” When teams understand the purpose behind standards, rather than just the standards themselves, quality stops being something that gets checked on occasionally and starts being something people carry with them. 

What They’d Tell the Next Generation 

The three of them have different backgrounds and entry points into FM, but their advice converges on the same instinct: get close to the work. 

Maggie speaks from experience. She spent years watching the gap between what clients expected and what service providers could deliver, and eventually decided she’d rather work inside that gap than observe it from a distance. “Talk to people. Go to the site. Speak to contractors. Listen to clients. Sometimes the most valuable insights come from conversations you didn’t plan to have.” Her advice goes beyond embracing curiosity; it’s about having the courage to go where the real understanding is. 

Sabrinah’s lens is different. Coming from pharmaceutical manufacturing, where everything is controlled, precise, and repeatable, facility management was genuinely surprising to her. The people, the operational variables, the process: nothing sits still. What she found wasn’t frustration, but creative challenge. Her advice, under the heading “creativity”, is this: don’t expect FM to be a routine. The people who thrive here are the ones who look at the same building every day and still ask whether it could be managed better. 

Ashley’s take is perhaps the most quietly radical. He talks about the shift from documenting problems to understanding them – from asking “what happened?” to asking “why?” That sounds simple, but it’s actually a different orientation to work entirely. His advice for anyone starting: don’t be satisfied with following a process. Ask what it’s trying to protect against. That question, he’d say, is where growth begins. 

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One Team, One Mission 

Behind every well-run building is a set of systems, standards, and people working together with quiet consistency. Maggie, Sabrinah, and Ashley are part of what makes that possible at CPG FM – ensuring that the teams responsible for hundreds of daily operations have the structure and support to do their jobs well. 

The work isn’t always visible. But it’s always there. 

As Maggie puts it: “CPG FM is a place where warmth and professionalism coexist. It’s the people here who make the work meaningful – because they genuinely care.” 

Humans of CPG FM is an ongoing series spotlighting the people who make CPG Facilities Management what it is. 

Author: APT.