Outsourcing i Fastighetsförvaltning: Hur säkerställs kvalitet?

Sammanfattning

This study examines how property companies work with control and follow-up of outsourced services to ensure quality within property management. Outsourcing has become an increasingly common strategy within the industry and means that external suppliers are responsible for services such as property maintenance, cleaning, and technical services. At the same time, this creates a dependency between property companies and suppliers, which increases the need for effective management, communication, and follow-up. The study was conducted using a qualitative research approach where seven semi-structured interviews were carried out with representatives from municipal and private property companies as well as municipal property management organization in Skane, Sweden. The empirical material was analyzed using principal–agent theory, transaction cost theory, contract theory, and service quality theory. The results indicates that the interviewed property organizations use several forms of control and follow-up, where operational meetings, spot checks, feedback, and physical presence in the properties are important working methods. At the same time, trust, long-term relationships, and clear communication were seen as important for successful cooperation with external suppliers. The study also shows that a balance between control and trust is important to reduce the risk of quality problems and opportunistic behavior. The conclusion of the study is that quality assurance in outsourcing relationships is not only based on formal contracts and control systems, but also on relationships, cooperation, and continuous communication between property companies and suppliers. The study contributes to a better understanding of how property companies work with control, follow-up, and quality assurance of outsourced services in practice. However, due to the limited sample, the results cannot be generalized to the entire property management industry. The study may be relevant for students within property management and service management, as well as for professionals working within the property management industry.