A Framework for effective management of janitorial service contracts in Sri Lankan commercial buildings: a bilateral perspective

Abstract

An outsourcing arrangement starts with a contractual relationship between a client and a service provider, and therefore, the management of janitorial service contracts poses different issues from both client and provider perspectives. However, literature or empirical evidence does not provide a clear picture of such issues or of managing them from this bilateral perspective. Accordingly, this research aims to address the identified research gap by evaluating the current practice of janitorial service contracts and developing a framework for effective management by integrating both these viewpoints. The study adopted a qualitative research approach, conducting five cases selected from commercial buildings in Sri Lanka. According to the research findings, most common issues faced by clients are lack of skilled janitors; breach of trust; disciplinary issues; job switching; lack of technological advancements and poor documentation while the issues faced by service providers are lack of job information, intension of cost reduction; breach of trust; and lack of energetic and young janitors to be employed in clients’ sites. As the findings suggested, by adhereing to effective contract structures, risk-sharing mechanisms, negotiation strategies, and developing workforce, both clients and service providers will be able to improve the management of their janitorial service contracts.