Organising cleaning in Norwegian public FM

Klungseth, Nora Johanne

doi:10.1108/jfm-02-2014-0007

Cited by 11 publications

(7 citation statements)

References 16 publications

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“…The way a service is organised can also be influenced by building type, e.g., whether outsourcing or own in-house production is the main supply model and/or to what degree it is a supporting supply model (Klungseth, 2014). As an example, a main supply model can be in-house service supply, concurrently it is possible for the organisation to add outsourcing as a supporting service supply to allow more flexibility in the service delivery.…”

Section: Service-buildingmentioning

confidence: 99%

A Handbook of Management Theories and Models for Office Environments and Services

Appel‐Meulenbroek¹,

Danivska²

2021

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Although workplace design and management are gaining more and more attention from modern organizations, workplace research is still very fragmented and spread across multiple disciplines in academia. There are several books on the market related to workplaces, facility management (FM), and corporate real estate management (CREM) disciplines, but few open up a theoretical and practical discussion across multiple theories from different disciplines. Therefore, workplace researchers are not aware of all the angles from which workplace management and effects of workplace design on employees has been or could be studied. A lot of knowledge is lost between disciplines, and sadly, many insights do not reach workplace managers in practice. Therefore, this new book series is started by associate professor Rianne Appel-Meulenbroek (Eindhoven University of Technology, the Netherlands) and postdoc researcher Vitalija Danivska (Aalto University, Finland) as editors, published by Routledge. It is titled 'Transdisciplinary Workplace Research and Management' because it bundles important research insights from different disciplinary fields and shows its relevance for both academic workplace research and workplace management in practice. The books will address the complexity of the transdisciplinary angle necessary to solve ongoing workplace-related issues in practice, such as knowledge worker productivity, office use, and more strategic management. In addition, the editors work towards further collaboration and integration of the necessary disciplines for further development of the workplace field in research and in practice. This book series is relevant for workplace experts both in academia and industry.This second book in the series focuses on the role of workplace management in the organization and the tasks that workplace management needs to consider. The 18 theories that are presented in this book and applied to workplace research discuss management aspects from the organization's perspective or dive deeper into issues related to people and/or building management. They all emphasize that workplace management is a complex matter that requires more strategic attention in order to add value for various stakeholders. The final chapter of the book describes a first step towards integrating the presented theories into an interdisciplinary framework for developing a grand workplace management theory.

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Section: Service-buildingmentioning

confidence: 99%

A Handbook of Management Theories and Models for Office Environments and Services

Appel‐Meulenbroek¹,

Danivska²

2021

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“…They suggested that it would result in lower user dissatisfaction with FM services. Literature on user satisfaction with FM services in the United States and Canada, found the in-house strategy as a strategy that yielded lower satisfaction for cleaning services in buildings (Haugen and Klungseth, 2017; Klungseth, 2014). Subsequently, empirical studies showed that the in-house sourcing strategy in itself is inadequate at certain times and due to that, many modern organisations use a mixed strategy to attain higher satisfaction for users (Haugen and Klungseth, 2017; Nardelli and Rajala, 2018; Nardelli, 2017).…”

Section: Literature Reviewmentioning

confidence: 99%

Assessment of facilities management sourcing approaches in hotels in Ghana: a study of selected hotels in Wa

Alhassan

Kidido

Tannor

2023

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PurposeThe study aims to assess the sourcing approaches used in providing facilities management (FM) services in hotels. It further explores the factors that influence hotels' choice of sourcing approach and the challenges.Design/methodology/approachThe study used a case study design. Simple random, census and purposive sampling techniques were used to select the hotels and respondents. Data were collected using interviews and analysed thematically. The data were presented in narration and direct quotes from the respondents. The critical factors influencing outsourcing decisions were ranked using the relative importance index. This study is based on a single case. Therefore, further research should be conducted to expand the scope of study nationwide as a step toward making the results more robust.FindingsBoth in-house and outsourcing sourcing approaches were used to provide FM services. In-house FM services mainly focused on cleaning, security and aspects of maintenance. Internet and information technology related services and other maintenance activities were also outsourced. Outsourcing decisions in the various hotel categories were mostly guided by the cost of outsourcing, core business, lack of in-house skills and hotel size.Practical implicationsFM strategy can be developed to guide the management of FM activities in hotels. An approach that adds value and enhances the activities of hotels and provides convenience to customers must be adopted by hotels. Further studies should be conducted on the cost implications of the two main sourcing approaches, as well as the impact of sourcing approaches on customer satisfaction. An additional study should focus on the driving factors influencing the cost and quality of outsourced FM services in hotels. This will help provide comprehensive information on effective FM sourcing approaches and the operations of hotels.Originality/valueThe study focused on the sourcing approaches used by hotels to provide FM services. It also explored the influencing factors and challenges of FM practices in hotels.

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“…Redlein and Zobl (2014) and Guizzi et al (2012) further highlighted that the in-house approach to FM has a poor definition of the scope of work, and roles and is less innovative in terms of defining responsibilities and can result in user dissatisfaction. Though some studies on user satisfaction with cleaning services showed that the use of in-house services yields low satisfaction in both America and Canada (IFMA Foundation, 2001; Klungseth, 2014), others have recommended the approach as the best for cleaning services (Klungseth, 2014; Redlein and Zobl, 2014). In university buildings, in-house FM was found to contribute to energy efficiency and user satisfaction more than outsourcing but this study was limited in terms of the FM services explored (Gansmo, 2013).…”

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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Organising cleaning in Norwegian public FM

Cited by 11 publications

References 16 publications

A Handbook of Management Theories and Models for Office Environments and Services

A Handbook of Management Theories and Models for Office Environments and Services

Assessment of facilities management sourcing approaches in hotels in Ghana: a study of selected hotels in Wa

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

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