Integrating contractor and property developer for product system innovations

Holmén, Magnus; Bröchner, Jan; Mokhlesian, Shahin

doi:10.1108/f-10-2016-0094

Cited by 8 publications

(7 citation statements)

References 61 publications

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“…Thus, managing in-house solves those problems that may arise when a service provider hired fails to perform and leads to better relationships with tenants because issues of FM get to the property owner directly via the in-house team. The results concerning innovation-related factors further support the findings of Holmén et al (2017) who examined why construction JFM 22,2 firms who are aspiring for product system innovations, such as green buildings and found that integrating in-house FM into their construction and property development business offers them more opportunities to be innovative.…”

Section: Drivers Of Facility Management Strategiessupporting

confidence: 76%

“…According to Amos and Gadzekpo (2016) study on why most polytechnics in Ghana use in-house FM for most services, control over staff, processes and procedures was important and outsourcing offers less opportunity to achieve this because staff of outsourced service providers are often accountable to their employers. Another disadvantage associated with outsourcing is that it does not promote innovation within an organisation and can lead to technological redundancies because of overdependence on external service providers (Holmén et al , 2017).…”

Section: Literature Reviewmentioning

confidence: 99%

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Drivers of facility management strategies used in multi-tenanted office buildings in Ghana

Tannor

Attakora‐Amaniampong

Derbile

2022

JFM

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Purpose This study aims to assess the facilities management (FM) strategies used in multi-tenanted purpose-built office buildings (Mt-POBs) in Ghana and the drivers that influence the decision to use such strategies. Design/methodology/approach This study was conducted via a survey and key informant interviews. The survey was conducted using a questionnaire targeted at 65 multi-tenanted office building owners in the Greater Accra region. The data from the survey revealed the views of building owners on FM strategy and the extent to which 20 facility management decision drivers influenced their decisions to use a particular strategy and the responses were descriptively analysed. The key informant interviews were conducted among six leaders of the property owners’ association who use in-house FM to further understand their perspectives and decisions on using such strategy. The interviews were conducted over telephone using an interview guide and analysed using thematic analysis. Findings The results showed that 88% of Mt-POBs in Ghana are managed in-house. The results also showed that the decision to use the in-house strategy was driven by the innovative, strategic and cost-saving advantages associated with the in-house strategy. Originality/value This study shows the factors that drive the decision of multi-tenanted office building owners in Ghana to use the in-house strategy. The findings of this study will be useful for prospective owners of office buildings in Ghana.

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Section: Drivers Of Facility Management Strategiessupporting

confidence: 76%

Section: Literature Reviewmentioning

confidence: 99%

Drivers of facility management strategies used in multi-tenanted office buildings in Ghana

Tannor

Attakora‐Amaniampong

Derbile

2022

JFM

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“…According to Amos and Gadzekpo (2016) study on why most technical universities in Ghana use in-house FM for most services, control over staff, processes and procedures was important and the in-house strategy offered a better opportunity to achieve this with flexibility than the outsourcing approach. Another advantage associated with the in-house FM approach is that it promotes innovation within the organisation and helps avoid technological redundancies that may arise when there is overdependence on external service providers (Tannor et al , 2022b; Holmén et al , 2017).…”

Section: Literature Reviewmentioning

confidence: 99%

A post-occupancy evaluation of in-house facilities management service quality and user satisfaction in multi-tenanted office buildings in Ghana

Tannor

Appau

Attakora‐Amaniampong

2023

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Purpose The purpose of this study is to explore user satisfaction with in-house facility management (FM) services in multi-tenanted office buildings in Accra, Ghana using a post-occupancy evaluation (POE) approach. Design/methodology/approach The study assessed user satisfaction with FM service quality by using a POE of their perceptions about the attitude and courtesy of the FM personnel, the reliability of the FM services they provide, the responsiveness and the competence of the service providers. The study used walk-throughs and questionnaire surveys as the POE methods. One hundred and twenty-one users from 22 multi-tenanted office buildings, who have actively used the FM services for at least a year, were purposively sampled. The data was collected via a survey using a structured questionnaire. The data was analysed using descriptive statistics and principal component analysis in version 25 of statistical package for the social sciences. Findings The study revealed that users were dissatisfied with the quality of in-house FM services across all 15 services The results also showed that users’ satisfaction with the services is not affected by the differences in their age, gender, educational level, job role and number of years in the buildings. The results further demonstrated that the most critical factors that resulted in users’ dissatisfaction were electric facilities, building fabric maintenance, emergency coordination, waste management and the decoration of the buildings during festive seasons. Originality/value To the best of the authors’ knowledge, the present study based on POE to assess user satisfaction with FM services for multi-tenant office buildings has, presumably, not been tackled before in Ghana. The results of the study are very essential to the owners of the buildings and facility managers in decision-making concerning the delivery of FM services. Building industry-wise, the results demonstrate the need for in-house FM managers in multi-tenanted office buildings in Ghana to adopt FM service delivery methods that increase user satisfaction. The results also call for further research into user satisfaction with outsourced FM services in multi-tenanted office buildings and further research on the use of the in-house strategy on other types of buildings to ascertain whether the dissatisfaction with FM is due to other factors such as the choice of FM strategy, the property type etc.

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“…The banks were particularly concerned about the security of their clients’ data when their ICT services were from third-party agents. In another study, Holmén et al (2017) were concerned that the use of agents for a long period of time makes the principal redundant, less innovative and over-dependent on the agents and any failure in the agent’s output could affect the overall output of the principal.…”

Section: Literature Reviewmentioning

confidence: 99%

Agency problems in facility management (FM) outsourcing in the Ghanaian retail sector

Tannor,

Dordaa,

Akparep

2023

JCRE

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Purpose The aim of this study is to examine the agency problems that arise between retail property owners and outsourced facility management (FM) service vendors in Ghana. Design/methodology/approach This study was carried out using telephone and face-to-face interviews. Nine facility managers (n =9) and six retail property owners (n = 6) purposively selected participated in the interviews. The responses from the interviews were analysed using content analysis. To begin with the analysis, the recorded audio for each respondent during the interviews was transcribed to augment what was written during the interviews. The next step was the development of a coding framework where each of the agency problems was assigned unique codes and grouped under themes. Each response was assigned a predefined code based on the agency problems identified in the literature. The research team discussed the consistency of the thematic codes assigned to each of the responses to ensure that each response was captured under the appropriate agency problem theme it best represents. Findings The results showed that agency problems in FM outsourcing in the Ghanaian retail sector are related to disagreement on expenditure associated with maintenance and repairs and improper tenant information sharing and use by FM service providers. Based on the findings, it is recommended that property owners explore the mixed approach to FM to mitigate the risks of complete outsourcing of FM services. It is also recommended that a clear path on how tenant information can be shared be pre-agreed in FM contracts. Originality/value This study provides new literature relating to agency problems in outsourcing and may be the first of its kind for FM in the Ghanaian retail industry. The findings could serve as a starting point for service providers and their principals to find common grounds to understand each other and mitigate the agency problems that could arise and their overall impact on performance.

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Integrating contractor and property developer for product system innovations

Cited by 8 publications

References 61 publications

Drivers of facility management strategies used in multi-tenanted office buildings in Ghana

Drivers of facility management strategies used in multi-tenanted office buildings in Ghana

A post-occupancy evaluation of in-house facilities management service quality and user satisfaction in multi-tenanted office buildings in Ghana

Agency problems in facility management (FM) outsourcing in the Ghanaian retail sector

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