This paper describes a successful experience of Partnership Table (PT) implementation in a Facility Management (FM) contract case study. The case is a multi-services contract signed by Azienda per i Servizi Sanitari n.1 in Trieste (customer), a medical service authority, and Consorzio Nazionale Servizi (provider), Italian FM service provider leader. We give an in-depth description of the purposes of PT implementation, its organizational structure, its working and the benefits from the PT implementation. Findings from the PT benefits evaluation have highlighted that the PT strengthens cooperation between the customer and the provider, looking for profitable results for both contractors. Moreover, the PT allows the parties to have constructive discussions. Indeed, the results of the research have put out that the table is an useful tool for an effective and quick problem solving and it facilitates the customer-provider relationship improvement.
“The partnership table as an organizational tool for improving customer provider relationship: a case study”
DE TONI, Alberto Felice;
2008-01-01
Abstract
This paper describes a successful experience of Partnership Table (PT) implementation in a Facility Management (FM) contract case study. The case is a multi-services contract signed by Azienda per i Servizi Sanitari n.1 in Trieste (customer), a medical service authority, and Consorzio Nazionale Servizi (provider), Italian FM service provider leader. We give an in-depth description of the purposes of PT implementation, its organizational structure, its working and the benefits from the PT implementation. Findings from the PT benefits evaluation have highlighted that the PT strengthens cooperation between the customer and the provider, looking for profitable results for both contractors. Moreover, the PT allows the parties to have constructive discussions. Indeed, the results of the research have put out that the table is an useful tool for an effective and quick problem solving and it facilitates the customer-provider relationship improvement.File | Dimensione | Formato | |
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THE PT AS AN ORGANIZATIONAL TOOL (POM 2008).pdf
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