摘 要

在当今日益激烈的竞争环境下，组织纷纷寻求将其设施管理业务外包出去。借助外部专业管理力量则能够显著提高管理效率，降低运营成本，提高服务质量，从而使得组织更专注于核心竞争力的发展。但是，设施管理外包往往没有得到充分重视，相关研究工作比较欠缺。本文则对设施管理外包进行了系统研究，以期更有效地实施外包策略，更好地支持组织业务的发展。

本文通过借鉴其它领域外包理论研究的成果，结合设施管理自身特点，分析了设施管理外包的各个方面。作为外包的基础，需要对设施管理业务活动进行识别，鉴于设施管理发展的不成熟，本文首先对设施管理相关理论进行了研究。然后，指出设施管理外包的理论基础在于核心竞争力理论、交易成本理论和委托代理理论，探讨了各种外包方式和组织管理模式，并分析了各自的特点和适用条件。接着，从全过程角度分析了设施管理外包的实施过程，构建了设施管理外包决策模型，基于AHP方法建立了设施管理外包商选择模型，并将SERVQUAL方法用于设施外包服务质量评价过程中。最后结合武烟集团实际，构建了设施管理外包系统模型。

本文对设施管理外包进行了一定研究，建立了设施管理外包的全过程管理模型，并分析了实施过程中的关键环节，改变了传统方式下过于依赖经验判断而没有定性分析和定量模型的缺陷，为设施管理外包的成功实施提供了依据和参考。设施管理在国外已有三十年的发展历程，而在我国才刚刚起步，本文的研究工作对我国设施管理的发展也能起到一定的推动作用。

      关键词：设施管理外包组织模式全过程管理系统建模

Abstract

In today'sincreasingly fierce competitive environment, organizations have sought tooutsource facilities management business. The outsourcing of facilitiesmanagement can significantly improve management efficiency, reduce operatingcosts, and improve service quality, thus enable organizations to focus moreclearly on the core business. However, the facilities management outsourcingoften did not receive adequate attention, relevant research was very lack. Thisarticle studies on facilities management outsourcing systematically, for moreeffective implementation of outsourcing strategy to enhance the competitivenessof the organization.

This articleanalyzes the whole process of facilities management outsourcing, by referencingother areas of theoretical research results, combined with facilitiesmanagement’s own characteristics. As the basis of outsourcing, it needs toidentify the activities of facilities management. Because the development offacilities management isn’t very mature, so this paper firstly study onfacilities management related theories. This paper concludes that thetheoretical basis of facilities management outsourcing is the corecompetitiveness theory, the transaction cost theory and principal-agent theory,and explore the variety outsourcing and management models, subsequently analyzetheir own characteristics and conditions of application. Then, this paperanalyzes the whole process of facilities management outsourcing implementation,proposes an outsourcing decision-making model, based on AHP method establishesan outsourcer selection model, and applies SERVQUAL methods for outsourcing servicesquality assessment. At last, combination with the practical of Wuhan TobaccoGroups, this paper builds the facilities management outsourcing systemmodeling.

This paperstudies facilities management outsourcing on a certain degree, provides a wholeprocess management model of facilities management outsourcing, and analyzes thekey point of the implementation, changing the traditional way of over-relianceon experience with no qualitative and quantitative analysis. This work givessome direction of successful implementing on facilities management outsourcing.In foreign countries, the research of facilities management has over 30 years,but in Chinait just begun to develop. This research work would play a role in promotingfacilities management’s development in our country.

   Key words: Facilities Management    Outsourcing   Organization Model    Whole Process Management    System Modeling