000			01356cam a2200253 4500
001			ABS63156
008			000000n2000 000 0 eng u
035			_a(Sirsi) u109442
100			_aTaylor, C
245			_aQuality in outsourcing: whose business, why, and how?
260			_c2000
490			_aFacilities Management _v8(2) November 2000, 20-21(2)
520			_aExamines 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.
590			_aABS
650			_aOUTSOURCING
650			_aSERVICE LEVEL AGREEMENTS
650			_aPERFORMANCE MEASUREMENT
650			_aQUALITY
650			_aCHANGE MANAGEMENT
650			_aFACILITIES MANAGERS
650			_aCASE STUDIES
690			_aMANAGEMENT-FACILITIES MANAGEMENT
942			_n0
999			_c65329 _d65329