Managing outsourced support services: observations from case study

Abstract

A company, outsourcing support services which are essential for the continuity of the company, may want to secure smooth functioning by tying a closer relationship with the service provider. While companies are modifying their support service sourcing strategies into alliances, there is also a need to readjust mechanisms to manage those transactions and the related risks. Focusing on collaborative facilities management environment, this paper examines coordination mechanisms that go beyond traditional market mechanisms. A proposed alliance management model is presented. The paper delineates a single case study of a triadic alliance between a client and its two partners providing in concert outsourced maintenance operations. The study was carried out using the action research method.

Citation

Salonen, A. (2004), "Managing outsourced support services: observations from case study", Facilities, Vol. 22 No. 11/12, pp. 317-322. https://doi.org/10.1108/02632770410561321