ERIC Number: ED435326
Record Type: Non-Journal
Publication Date: 1999
Reference Count: N/A
Maximizing Service Provider Relationships: Best Practices through Blended Management.
Scherrens, Maurice W.
This book examines the institutional movement toward outsourcing support services, focusing on the development of outcome-oriented performance indicators and continuous self-assessment. Using 125 "lessons" based on support service theories, philosophies, and practices at George Mason University (Virginia), which collectively are termed "blended management," the book attempts to demystify outsourcing, help institutions cultivate a "culture of change," and show how George Mason staff and its outsourcing partners have improved services at the university. In Part 1, three chapters cover such topics as embracing change, how to develop requests for performance, assessing the proposals received, and signing the contract. Part 2 offers a five-step approach to blended management, including: (1) identifying the potential universe of service; (2) determining the rationale for services; (3) evaluating performance of services; (4) identifying effective leaders and determining best practices; and (5) making the decision to restructure, discontinue services, outsource, or stay with current operations. In Part 3 a final chapter defines the key components of a successful outsourcing partnership, including regular communication, joint responsibility for both the process and the result, and an understanding that the organizational objectives of the partners are not the same. (CH)
Descriptors: Delivery Systems, Educational Economics, Efficiency, Evaluation, Facilities, Facility Planning, Higher Education, Institutional Administration, Needs Assessment, Organizational Effectiveness, Performance Contracts, Resource Allocation, Services
National Association of College and University Business Officers, P.O. Box 362, Annapolis Junction, MD 20701-0362 ($69.95 nonmembers; $55 NACUBO members). Tel: 301-362-8198.
Publication Type: Guides - Non-Classroom
Education Level: N/A
Audience: Administrators; Practitioners
Sponsor: Collegis, Maitland, FL.
Authoring Institution: National Association of College and University Business Officers, Washington, DC.