The following issues are covered in this chapter.
- Outsourcing should be the outcome of a decision that has weighed the options for service delivery available to the organization against predefined criteria, with the high probability of achieving end-user satisfaction from a best value solution.
- Stakeholders must be involved from the outset in specifying the kinds of services required and the level of performance that will be acceptable to them.
- Markets for services have to be understood ahead of determining the options for service delivery so that the practicability of a recommended outcome is assured.
- There are several options for service delivery, each of which has its strengths and weaknesses, and these include managing agent, managing contractor, managed budget and total facility management. The most appropriate option needs to be selected objectively as part of a transparent evaluation involving key stakeholders.
- The organization should identify the key attributes of service provision – both hard and soft measures – so that a balanced view of needs is established as the basis for evaluating the options for service delivery. The importance or weight given to attributes should reflect requirements embodied in the facility management strategy.
- The degree of flexibility of service delivery desired by the organization will vary with each option and has to be taken into account during evaluation.
- Consideration must be given to ...