The role of relationship management in the successful outsourcing of maintenance

Abstract

Outsourcing some maintenance functions (or the entire maintenance of specific equipment) is one of the options available to maintenance managers in managing their department more effectively. Several factors should be considered in establishing an outsourced maintenance relationship with the potential for long-term success. This paper discusses the results of an investigation into the role of relationship management in the success of maintenance outsourcing by users of production facilities. The results of a survey in the process industry reveal a strong correlation between successful outsourced maintenance and proper on-going management of the outsourcing relationship, and indicate that shortcomings in the management of the relationship are a prime driver of failed maintenance outsourcing.

Die uitkontraktering van sommige instandhoudingstake (of die totale instandhouding van spesifieke toerusting) is een van die opsies wat die instandhoudingsbestuurder kan oorweeg om ’n afdeling meer effektief te bestuur. Verskeie faktore moet in ag geneem word in die vasstelling van ’n uitkontrakteringsverhouding met die potensiaal vir langtermyn sukses. Hierdie artikel bespreek die resultate van ’n ondersoek na die rol van verhoudingsbestuur in die sukses van uitkontraktering van instandhouding deur gebruikers van produksiefasiliteite. Resultate van ’n steekproef in die prosesnywerheid toon ’n sterk korrelasie tussen suksesvolle uitkontraktering en kontinue bestuur van die uitkontrakteringsverhouding. Tekortkominge in die bestuur van die verhouding is dikwels die primêre oorsaak van mislukte uitkontraktering in instandhouding.