Okoroh, M I; Goulding, J S and Walker, S (2006) Outsourcing local authorities housing stocks. In: Boyd, D (ed.) Proceedings of 22nd Annual ARCOM Conference, 4-6 September 2006, Birmingham, UK.
Abstract
The debate whether outsourcing is the real solution has been ongoing and there are strong arguments to support both chains of thought. This paper analyses Service level agreement (SLA) with emphasis placed on cost, quality, personnel and sustainability. The analysis of each agreement is made through a series of questionnaires, case studies and interviews with senior management team, staff and customers. The result indicates that performance has improved with a notable increase in tenant satisfaction and participation. The use of key performance indicators (KPI's) help to demonstrate that outsourcing has brought better value for customers. The survey however indicates that in spite of some of its overwhelming tenant satisfaction, the Council does not fully support outsourcing.
| Item Type: | Conference Paper (Paper) |
|---|---|
| Uncontrolled Keywords: | local authority housing; outsourcing; partnering; sla |
| Index terms: | survey, tenant, housing stock, local authority, case study, key performance indicator, satisfaction, outsourcing, partnering, personnel, interview, housing, questionnaire |
| Subjects: | practitioner, business, data collection methods, construction type, project delivery, management, industry analysis, sociology, partnership management |
| Topics: | Business Strategy, Research Practice, Project Management, Roles and Professions, Stakeholder Management, Construction Technology, Procurement, Human Resources |
| Descriptive scope: | 4 PCEA |
N.B. Descriptive scope is a count of how many of the five facets of empirical research are indicated by the words used in title, abstract and keywords. It is not intended as a judgement on the research; merely a count of the kind of word we would expect to indicate Phenomenon, Concepts, Theoretical framing, Empirical techniques, Analytical techniques. If all five are present, then a code of “5 PCTEA” will indicate this. If you feel the coding for this record is questionable, we welcome discussion around the terms we matched or the way we categorized them. The facet you would expect may not be coded, or a facet may be coded inappropriately. This can also bear on a larger question, of which facets should be treated as defining in construction management research. Please get in touch, and we will look at it. More details here