The following issues are covered in this chapter.
- Facility management provides essential service support for the organization’s core business. Any break or loss of service delivery could impact operations and threaten business continuity.
- The delivery of services, whether insourced or outsourced, should satisfy end-user requirements and achieve best value. End-users should observe no perceivable difference in the way services are delivered or in how they are treated.
- Services have to be started up and so a period for mobilization has to be planned and implemented; similarly, services might have to be phased out at some point as a new arrangement for service delivery is phased in.
- Mobilization and demobilization are key components in the transition from one service arrangement to another. If there is to be no loss of service delivery or disruption to operations, the transition must be adequately resourced and controlled.
- All service providers have to be managed – the nature of the relationship between the organization and service providers is where it varies.
- The organization has to develop its informed client function if it is to manage contracts and control finances – this applies irrespective of whether services are insourced or outsourced.
- Procedures should be transparent and follow accepted accounting standards.
- Actions must be performed according to the contract and at intervals stipulated to ensure compliance on the part of service ...