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.
Highlights
The general challenge for facilities management organizations, among other things, is developing systems and developing people (Alexander 2003)
We propose that perceived satisfaction at workplace is a function of flexibility (Flex), integration (Integ), and sustainability (Sustn); effectiveness of a strategy is a function of pattern of strategy, participation, and facilities’ performance (Perfom); while efficiency of a strategy is a function of activities operation (Activ), commitment by the facilities resources (Comit), value by the facilities (Value)
With a mean value score of 2.9306 and a range of values of 0.645 to 0.75, Efficiency of the strategy (Efficn) was quite close to Satis
Summary
The general challenge for facilities management organizations, among other things, is developing systems and developing people (Alexander 2003). CoPSA is devised to deliver a verdict on how well an organization is doing through an internal monitoring, assessment, and control using internal stakeholders’ inputs (conceptualized from NPR 1997; USDC 2011; Lichiello 2000) It is especially important in cases where facilities service outsourcing companies do not engage an external assessment team to do a periodic assessment of their performance. CoPSA functions to provide a concrete method for effective and reliable measurement of managers’ perceptions which can mirror clients’ expectations about a company. This is because the business policy and operations of most service outsourcing companies are normally client-oriented (Chakrabarty et al 2008). This paper proposes and tests a psychometric-based recursive model in measuring outsourcing firms’ facilities service delivery performance based on their managers’ perception about some defined performance metric elements
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