ABSTRACT
Facility Manager (FM) role requires expertise in various aspects of facility maintenance. Due to the diverse job functions as an FM, outsourcing and hiring external vendors is a common practice in the industry to gain additional expertise. Since a facility manager oversees the external vendor's contract and the performance of the external vendor directly affects the quality of a facility, the FM's performance is ultimately related to the performance of the outsourcing company. Hence, it is critical to measure performance and the quality of the services provided by the outsourcing company. One of the FM's at a corporation (XYZ Corporation) was faced with a challenge of low performance and poor quality on their outsourced janitorial contract. The literature review revealed that there has been very little research done with regard to outsourcing of the janitorial contract. In order to address the challenge of XYZ Corporation a performance measurement model was implemented using performance Scorecards at XYZ Corporation for janitorial contracts. The Scorecard was developed based on the previous experience of the FM group, the researchers and the specific areas targeted by XYZ Corporation that were part of janitorial vendors responsibility. This paper presents the impact of the performance measurement model on the quality and performance of the janitorial vendor and its expansion to other outsourcing contractors based on the lessons learned from the janitorial contracts. The study revealed that the implementation of a performance measurement model resulted in an overall improvement of the performance of janitorial vendor and the contractors.
Intellectual Capital as a Performance Measurement Model in Small Enterprises of Batik Industries in Central Java (Study on Batik SMEs in Laweyan Solo)
