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Managing outsourced support services: observations from case study

Anssi Salonen (Researcher, Construction Economics and Management, Helsinki University of Technology, Helsinki, Finland)


ISSN: 0263-2772

Article publication date: 1 September 2004



A company, outsourcing support services which are essential for the continuity of the company, may want to secure smooth functioning by tying a closer relationship with the service provider. While companies are modifying their support service sourcing strategies into alliances, there is also a need to readjust mechanisms to manage those transactions and the related risks. Focusing on collaborative facilities management environment, this paper examines coordination mechanisms that go beyond traditional market mechanisms. A proposed alliance management model is presented. The paper delineates a single case study of a triadic alliance between a client and its two partners providing in concert outsourced maintenance operations. The study was carried out using the action research method.



Salonen, A. (2004), "Managing outsourced support services: observations from case study", Facilities, Vol. 22 No. 11/12, pp. 317-322.



Emerald Group Publishing Limited

Copyright © 2004, Emerald Group Publishing Limited

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