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An analysis of the impact of outsource and in-house service has been conducted based on the perspective of a facilities manager in Cisco Headquarters (HQ) building located in Berkshire. The research considers a change in the main reception and security services currently delivered to this firm, and then examines the advantages and disadvantages of both facilities management strategies by analysing the demands of both the client and supplier. Following that, it develops a set of appropriate performance measures for the services being considered in the building, which can be used to ensure that quality and performance is equivalent to or better than the existing services thus helps decide the options between outsource and in-house of the services. This research paper demonstrates that the current level of understanding, together with the methods, tools and techniques available to develop a performance measurement in facilities management.
Date of Conference: 7-9 July 2010