Tools and methods to implement an effective outsourcing process to obtain a quality service: A case study of Itis shopping centre
Rashid, Harun (2016)
Laurea-ammattikorkeakoulu
2016
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2016120819660
https://urn.fi/URN:NBN:fi:amk-2016120819660
Tiivistelmä
Itis shopping centre is one of the largest shopping centres in Finland. It has outsourced different facility services to support its core business. The aim of this research was to find out the tools and methods case company is using to implement an effective outsourcing process to obtain a quality service. The theoretical background discusses facility management, service quality, quality systems, the procurement process, the key drivers and challenges of outsourcing services, service specification, and contracts and the service level agreement.
A single case study strategy was applied in this qualitative research. Two semi-structured interviews were conducted with the cleaning and security manager to collect the relevant data for this research. Later on, facility managers of the case company, namely, shopping centre manager, maintenance manager, cleaning and security manager were interviewed by using a close ending questionnaire. Data collected from the interviews were analysed according to the themes developed from the theoretical framework.
The result of the interviews suggest that the case company has implemented an effective outsourcing process to obtain a quality service by using the following tools and methods, needs assessment, risk and opportunity assessment, developing the service specification, invitation to tender, tender assessment, negotiation, service level agreement, contract, performance monitoring. The Case Company is using all the tools and methods effectively to obtain a quality service. This research suggests that quality is obtained by these tools and methods.
The research also suggests that for the purpose of innovation and development, the case company has an opportunity to benchmark the service level agreement, service specification, and the performance monitoring system with the other organizations to get new concepts and ideas.
A single case study strategy was applied in this qualitative research. Two semi-structured interviews were conducted with the cleaning and security manager to collect the relevant data for this research. Later on, facility managers of the case company, namely, shopping centre manager, maintenance manager, cleaning and security manager were interviewed by using a close ending questionnaire. Data collected from the interviews were analysed according to the themes developed from the theoretical framework.
The result of the interviews suggest that the case company has implemented an effective outsourcing process to obtain a quality service by using the following tools and methods, needs assessment, risk and opportunity assessment, developing the service specification, invitation to tender, tender assessment, negotiation, service level agreement, contract, performance monitoring. The Case Company is using all the tools and methods effectively to obtain a quality service. This research suggests that quality is obtained by these tools and methods.
The research also suggests that for the purpose of innovation and development, the case company has an opportunity to benchmark the service level agreement, service specification, and the performance monitoring system with the other organizations to get new concepts and ideas.