Table of Contents
Chapter 1: Times, They Are a Changin’
Introduction and Research Methodology
Learning from the Past, Adapting to the Future
Shifting From Managing to Leading
Stakeholder “On-Demand” Expectations
Customer Service is King
A New Approach for New Times
Book Organization
Chapter 2: Where We’ve Been and Where We’re Going
Current and Future Challenges of Higher Education
Outsourcing Facts and Fiction
The Past and Present of Outsourcing
The Future of Outsourcing
Relevant Case Studies about Outsourcing
Other Relevant Literature Findings
Chapter 3: Research of Higher Education Shared Services
Survey of APPA Outsourcing Trends
Qualitative Interviews
Lehigh University, Bethlehem, PA
Oregon State University, Corvallis, OR
Berklee College of Music, Boston, MA
Brigham Young University, Provo, UT
Drew University, Madison, NJ
Non-disclosed University, Southeastern U.S.
Industry Interviews
Chapter 4: Research Findings
Uniqueness of Institutions
Historical Perspectives on Outsourcing and Change
Myths and Miscommunication
The Cost and Quality Balance
Risk Mitigation
Delivery Expectations
Challenges
The Future
Chapter 5: Conclusions and Recommendations
A Road Map for Developing an Improved Shared Service Model
APPA Facilities Management Evaluation Program
Conclusions and Recommendations
Appendix
A. APPA Outsourcing Trends Questionnaire
B. Qualitative Research Questionnaire
C. APPA Facilities Management Evaluation Questionnaire
D. References