Purpose

Sourcing decisions are important considerations in organizations’ strategic and policy resolutions. Given sometimes conflicting factors such as cost and financial implications, individual perceptions and motivation, health and safety of facility users, and organizational objectives, finding a balance and basis for making such decisions, presently and in future, is crucial. This paper aims to investigate the quality of services delivered by an insourced cleaning service team in a higher learning institution. The objective of the study is to establish the condition of the facilities (restrooms) in the institution, and thus the quality of services delivered by the insourced team.

Design/methodology/approach

The study adopted a descriptive approach including observation and scoring to obtain and analyse information about the state of five restrooms on two campuses of the institution.

Findings

Findings revealed that the condition of the restrooms inspected over a period of five weeks was good, except for a week where there was low water supply on the sampled campuses. Further findings revealed that restrooms provided in the library were paid more attention to.

Practical implications

The findings from the study are envisaged to assist facilities management stakeholders and organizations’ management in making decisions on sourcing services and supporting core business functions.

Originality/value

Better decision-making can be made to improve the quality of services provided by sourcing teams, which will contribute to supporting core strategies and increasing value-add and image of organizations.

中文翻译：

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洗手间的状况，作为衡量教育机构清洁服务质量的标准

目的

采购决策是组织战略和政策决议中的重要考虑因素。考虑到有时会发生冲突的因素，例如成本和财务影响，个人看法和动机，设施使用者的健康和安全以及组织目标，因此在当前和将来为做出此类决策找到平衡和基础至关重要。本文旨在调查由高等院校中的内部清洁服务团队提供的服务质量。该研究的目的是确定机构中设施（洗手间）的状况，从而确定外包团队提供的服务质量。

设计/方法/方法

该研究采用描述性方法，包括观察和评分，以获取和分析有关该机构两个校园中五个洗手间状态的信息。

发现

调查结果显示，经过五个星期的检查后，洗手间的状况良好，但抽样校园内的供水不足的一周除外。进一步的发现表明，图书馆提供的洗手间受到了更多关注。

实际影响

预期该研究的结果将协助设施管理利益相关者和组织的管理层就采购服务和支持核心业务功能做出决策。

创意/价值

可以做出更好的决策，以提高采购团队提供的服务质量，这将有助于支持核心战略并增加组织的增值和形象。