Key criteria for successful outsourcing in property management services / Siti Norshahmim Daramansah and Suwaibatul Islamiah Abdullah Sani

The outsourcing services were adopted to assist the property management in handling and maintaining the building due to the outsourcing having an expertise that is not available in in-house property management especially in term of labor skills. However, the effectiveness and efficiency of outsourcing implementation is still very much questionable. This is because there was not any reliable data on the effectiveness of outsourcing services in managing the strata buildings. Most property management have failed to achieve the organization’s goals due to the ineffective decision-making process made by employed the outsourcing. Therefore, this study was carried out to achieve the research objectives to identify the key criteria in achieving the successful outsourcing and to analyze the most important of key criteria in achieving the successful outsourcing property management services in strata buildings. The quantitative method has been adopted where the questionnaire has distributed to the targeted respondents. The findings obtained there have main majors’ services which are security services, repairs and maintenance, cleaning and gardening services that commonly outsourced in strata buildings and each service has its own important criteria to achieve the successful outsourcing services. Costs are the most important criteria for security as well as for repairs and maintenance. However, flexible is the most important criteria for cleaning services and customer orientation is the most important criteria for gardening services in achieving the successful services. Hence, the future study was recommended to expand the scope of study by covering both in-house and outsource property management to get for the effectiveness comparison between both services.