Quality in outsourcing: whose business, why, and how?
Taylor, C
Quality in outsourcing: whose business, why, and how? - 2000 - Facilities Management 8(2) November 2000, 20-21(2) .
Examines the facilities manager's role in the management of outsourcing contracts and service level agreements with external suppliers. Outlines the importance of defining quality levels and performance standards, and advises that quality issues should be covered in the outsourcing service agreement. Suggests that agreements should be flexible enough to cope with changes in technology, ability, market or competition, and that communication should be maintained between all involved parties. Describes the Xerox outsourcing case study, where Xerox contracted-out its warehouse and distribution service to TNT, and lists the quality lessons learnt from the experience.
OUTSOURCING
SERVICE LEVEL AGREEMENTS
PERFORMANCE MEASUREMENT
QUALITY
CHANGE MANAGEMENT
FACILITIES MANAGERS
CASE STUDIES
Quality in outsourcing: whose business, why, and how? - 2000 - Facilities Management 8(2) November 2000, 20-21(2) .
Examines the facilities manager's role in the management of outsourcing contracts and service level agreements with external suppliers. Outlines the importance of defining quality levels and performance standards, and advises that quality issues should be covered in the outsourcing service agreement. Suggests that agreements should be flexible enough to cope with changes in technology, ability, market or competition, and that communication should be maintained between all involved parties. Describes the Xerox outsourcing case study, where Xerox contracted-out its warehouse and distribution service to TNT, and lists the quality lessons learnt from the experience.
OUTSOURCING
SERVICE LEVEL AGREEMENTS
PERFORMANCE MEASUREMENT
QUALITY
CHANGE MANAGEMENT
FACILITIES MANAGERS
CASE STUDIES