Design of Sustainable Outsourcing Services for Facilities Management: Critical Success Factors

• Main Authors: Ka Leung Lok, Alex Opoku, David Baldry
• Format: Article
• Language: English
• Published: MDPI AG 2018-07-01
• Series: Sustainability
• Subjects: Delphi technique; facilities management drivers; critical success factors; outsourcing services; customer satisfaction
• Online Access: http://www.mdpi.com/2071-1050/10/7/2292

The management problems of Facilities Management (FM) outsourcing relationships occur because of provision of low quality analytical, managerial, cooperative, and professional services. On selection, the ideal service providers for specific FM outsourcing contractual procurement needs is of paramount importance to achieve high quality FM services. This paper aims at reviewing the concept of outsourcing in relation to facilities management and dealing with the importance of outsourcing success. Factors of outsourcing strategies from the perspectives of clients and service providers are examined and analysed through the Delphi technique in Hong Kong. The results reveal four main drivers of FM practice through evaluation of thirty-five outsourcing critical success factors identified by clients and service providers. Evaluation of the critical success factors from FM drivers shows that there is an inclination towards FM competence, measurement of performance, cost effectiveness, etc. from clients, whilst there is an inclination to the core skills, measurement of performance, allocation of human resources, cost effectiveness, customers’ satisfaction, etc. from service providers. The result of the study reveals an interesting understanding that the impact of outsourcing critical success factors can be strategically implemented into the outsourcing strategies in Hong Kong’s FM practice.