Facilities Management Outsourcing: Making The Deal Work

by Diane MacKnight, MacKnight Associates and Michael Redding, Agile OAK.

• The success of a Facility Management (FM) Outsourcing relationship requires a mutual commitment from both the Client and Service Provider. Acknowledgement of these mutual responsibilities is typically reflected in the development and implementation of joint relationship management or “governance” procedures.
• Despite the increased sophistication of these governance procedures service delivery and relationship management issues can still arise and these issues often prove difficult to understand and resolve. This viewpoint article will help Clients and Services Providers develop a practical understanding of performance issues, and build follow-on strategies for resolution and longer-term success.
• While issues can occur in even the best run partnerships, effective resolution minimizes the potential for disruption and ensures a longer-term healthy business relationship.