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Managing outsourced support services: observations from case study

Managing outsourced support services: observations from case study 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. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Facilities Emerald Publishing

Managing outsourced support services: observations from case study

Facilities , Volume 22 (11/12): 6 – Sep 1, 2004

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Publisher
Emerald Publishing
Copyright
Copyright © 2004 Emerald Group Publishing Limited. All rights reserved.
ISSN
0263-2772
DOI
10.1108/02632770410561321
Publisher site
See Article on Publisher Site

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.

Journal

FacilitiesEmerald Publishing

Published: Sep 1, 2004

Keywords: Outsourcing; Business support services; Case studies; Finland

References