Quality assurance on outsourced operation : a case of cleaning service company
Kc, Sulochana (2017)
Turun ammattikorkeakoulu
2017
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2017110116489
https://urn.fi/URN:NBN:fi:amk-2017110116489
Tiivistelmä
The aim of this research is to develop knowledge on the outsourced operation between B2B business. Research focuses on the service provider’s side and it aims to find out how quality on provided service is assured among outsourcing parties. This research further checks on available measures on the part of the service provider for maintaining the quality service. Outsourcing operations is very common practice for the business to overcome the time and resource constraints. Maintaining the standard on service quality is thus totally handed to the service providers while the services are outsourced. It is a tough job for the service provider to meet the customers expectation and further exceed the expectation with an aim to attain customer satisfaction. This research highlights the need of proper agreement on the service level to ensure successful outsourced operation.
In this research paper company X is presented as the service provider and Company Y is the one outsourcing its services, the study does not include the end customers of the business as research is focused on B2B business and in case of outsourced services, outsourcing company is the customer for the service provider. Company X, case company is providing cleaning services in different sectors but research will only cover one area of business. Detail information about Company X is not presented due to company confidentiality. This research focuses on the service level agreement regarding the service standards in the outsourced operation and the measures required for the company X to ensure quality on service provided.
Qualitative research method was used for data collection. Interviews and researcher’s own experience at operational level in Company X helped to collect the required information. Various theories, books, articles, journals act as a framework to construct this paper.
The result shows that Company X is performing well in the outsourced operation in general but there are some issues to be checked and fixed at operational level regarding the service standards which is the internal factor to be considered. Agreement on the service level and standards among the contracting parties are also in need for a revision and it is essential for both parties to integrate it with the internal communication within companies. This research is based only on opinions of top level management and further research on this particular topic is suggested also including opinion of the operational level employees.
In this research paper company X is presented as the service provider and Company Y is the one outsourcing its services, the study does not include the end customers of the business as research is focused on B2B business and in case of outsourced services, outsourcing company is the customer for the service provider. Company X, case company is providing cleaning services in different sectors but research will only cover one area of business. Detail information about Company X is not presented due to company confidentiality. This research focuses on the service level agreement regarding the service standards in the outsourced operation and the measures required for the company X to ensure quality on service provided.
Qualitative research method was used for data collection. Interviews and researcher’s own experience at operational level in Company X helped to collect the required information. Various theories, books, articles, journals act as a framework to construct this paper.
The result shows that Company X is performing well in the outsourced operation in general but there are some issues to be checked and fixed at operational level regarding the service standards which is the internal factor to be considered. Agreement on the service level and standards among the contracting parties are also in need for a revision and it is essential for both parties to integrate it with the internal communication within companies. This research is based only on opinions of top level management and further research on this particular topic is suggested also including opinion of the operational level employees.