D31SQ Service Procurement and Provision Tutorial 1

Topics Aims Assignment Methodology Further readings Discussions

Aims Defining the problem Questions The Scope & Depth Selecting the method Philosophy Qualitative research Quantitative research Making a plan Image courtesy of Lowden & Associates

Defining the problem Questions Developing a Sourcing Strategy Based on an organisation with which you are familiar, develop a sourcing strategy for a particular service or bundle of services. The sourcing strategy considered should be different from their existing one. A report to be presented to the Board of Directors that covers the following

Defining the problem 4 questions

Defining the problem Question 1 Examination of the client’s current situation (baseline position). (20%). This should cover Existing service delivery levels if any, Affected stakeholders, Value for money, The existing service plan, Monitoring procedures, Customer review processes, and Any other information you consider relevant.

Defining the problem Question 2 Examination of the opportunities that might exist (target position). (25%). Issues such as Synergy between services (overlaps), Market testing, Value for money, and Opportunities for integration.

Defining the problem Question 3 Identify a possible sourcing strategy. (35%). This should include A rationale of ‘fit’ between service characteristics and service relationships. The desired level of substitution level, strategic impact and thus partnering relationship should be considered.

Defining the problem Question 3 Identify a possible sourcing strategy. (35%). This should also include In the case of an in-house sourcing strategy, similar considerations should also be made regarding the nature of the service relationship. The proposed sourcing strategy should be verified through whole life evaluation.

Defining the problem Question 4 Develop a suitable outline Service Level Agreement for the service under consideration. (20%) This should be tailored to the specific requirements of the service identified.

Defining the problem Scope & Depth The work should be based as far as possible on a real organisation and a real service or group of services. The report should be based on real-life evidence and insights rather than information reproduced from the course notes.

Defining the problem Scope & Depth The service(s) considered should only be facilities management service(s), and should not include other services such as information technology services.

Defining the problem Scope & Depth The organisation you consider does not have to be your own organisation. It can be any organisation that you have sufficient information on. In some cases it may be necessary to produce ‘guesstimates’ in the absence of firm information.

Defining the problem Scope & Depth The organisation under consideration may include an organisation responsible for managing a historic building as a tourist or visitor attraction.

Defining the problem Scope & Depth Try to consider the commercial perspective and the opportunities arising from improved services. For example, if you were considering the operation of a historic building, consider The affected stakeholders, and The service levels that would be required.

Defining the problem Scope & Depth In the absence of hard data (e.g. for commercial confidentiality reasons), informed guesstimates or assumptions may be acceptable, although such assumptions should be identified.

Making A Plan Scope & Depth The work should be no more than 10,000 words in total. Deadline: Friday, 10th December 2010 by 2.00pm

Selecting the method The philosophy of management research Table courtesy of Mark Easterby-Smith

Selecting the method The philosophy of management research Table courtesy of Mark Easterby-Smith

Selecting the method Qualitative research Analysing transcripts (natural language data) Content analysis Grounded analysis Discourse analysis Narrative analysis Conversation analysis Argument analysis Tools Nvivo and Atlas-ti

Selecting the method Quantitative research Sampling design - Credible sample Representativeness; Response rate; Precision based on sample proportion and size. Data sources Surveys – postal questionnaires, structured interviews; Observation; Databases. Process Questionnaire design; Summarise data; Data analysis; Tools.

Discussion The structure of coursework report Hierarchy of evaluative elements 7. Quality of argumentation 6. Evaluation of concepts 5. Synthesis of ideas and concepts 4. Analysis of data and evidence 3. Application of theories/ideas to practice 2. Comprehension of the problem addressed 1. Knowledge of the field

Further readings OGC Contract re-competition > Risk Allocation Model BSI BS EN 15221-1:2006 Facility management. Terms and definitions BS EN 15221-2:2006 Facility management. Guidance on how to prepare facility management agreements BIFM Good practice guides RICS Facilities management Outsourcing Models: Aligning Sourcing Strategy to Business Objectives The Outsourcing Process Google: “sourcing models”