Quality in outsourcing: whose business, why, and how?
Series: Facilities Management ; 8(2) November 2000, 20-21(2)Publication details: 2000Subject(s): Summary: 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.| Item type | Current library | Call number | Copy number | Status | Barcode | |
|---|---|---|---|---|---|---|
| Journal article | London Journal article | ABS63156 (Browse shelf(Opens below)) | 1 | Available | 109442-1001 |
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.