FIG Peer Review Journal


Improving Quality from Outsourcing in Real Estate (7998)

Kh Chan (Hong Kong SAR, China)
Kh Chan
DP Consultant Group
Suite C, L47, Blk 3, Citypoint, Hong Kong
Hong Kong SAR, China
Corresponding author Kh Chan (email: chankkh[at], tel.: 78912991)

[ abstract ] [ paper ] [ handouts ]

Published on the web 2016-03-01
Received 2015-11-10 / Accepted 2016-02-01
This paper is one of selection of papers published for the FIG Working Week 2016 in Christchurch, New Zealand and has undergone the FIG Peer Review Process.

FIG Working Week 2016
ISBN 978-87-92853-52-3 ISSN 2307-4086


Outsourcing is commonly found in public and private sector in most economies today. The common reasons of both sectors to execute outsourcing are related to restructuring, technology change, increasing competitiveness, benchmarking results, and cost reduction. Indeed, outsourcing has an array of advantages and disadvantages. When the original Public Rental Housing (PRH) tenants purchase their living flat under the Tenants Purchase Scheme (TPS), they become the owner of the flat. Upon becoming owners, they would expect higher performance in Estate Management and Maintenance Services (EMMS), yet it matters whether Customer Services Quality (CSQ) would be significantly affected due to outsourcing. This research aims to study whether the CSQ in EMMS will be continuously improved after outsourcing to Non-government Property Management Companies (NPMC) through quantitative approach by sending structured questionnaires to the owners/occupants of a designated TPS estate. The data solicited will be analysed statistically, with the aid of graphical charts for better presentation to readers.
Keywords: Professional practice; Standards; Real estate development