Company's performance self-assessment (CoPSA) among facilities outsourcing firms in Malaysia: a focus on service delivery

Abdul Hamid Mar Iman, and Muhammad Umbugala Douglas, and Hishamuddin Mohd Ali, (2015) Company's performance self-assessment (CoPSA) among facilities outsourcing firms in Malaysia: a focus on service delivery. International Journal of Strategic Property Management, 19 (3). pp. 283-296. ISSN 1648-9179

Official URL: http://www.tandfonline.com/doi/abs/10.3846/1648715...

Abstract

Company performance self-assessment (CoPSA), whose fundamental purpose is to provide a check-and-balance mechanism for practice performance through progress-and-performance self-assessment (PaPSa) is yet to be in place in the facilities management industry. Specially needed by facilities service outsourcing firms (FSOFs), CoPSA benefits the top management from organizational introspection of company's own performance. This paper proposes and tests a CoPSA model using a parametric approach. Managers’ perceptions about service delivery performance of their firm are measured using the likert scale and then deduced into a three-equation two-step recursive model. From a total of 207 randomly chosen Malaysian outsourcing firms, sixty responses were obtained. The results indicate that more than half of the sampled managers have envisioned high performance delivery, with 80% achievement as their goal. However, this has not been adequately supported by a coherent firm's internal structure. In view of the finding, the study concludes that the service delivery strategy of small fSofs in Malaysia is perceived to be rather passive.

Item Type: Non-Indexed Article
Keywords: Facilities management, Service delivery, Outsourcing, Performance, Recursive model
Faculty: Faculty of Agro - Based Industry
Deposited By: En. Pahmi Abdullah
Date Deposited: 21 May 2017 03:50
Last Modified: 21 May 2017 03:50
URI: http://umkeprints.umk.edu.my/id/eprint/5155

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