The purchasing of maintenance service delivery in the Dutch social housing sector : optimising commodity strategies for delivering maintenance services to tenants : proefschrift / Johan Hendrik van Mossel.

Format:

Book

Author/Creator:

Mossel, Johan Hendrik van, 1981-

Series:

Sustainable urban areas ; 17.

Sustainable urban areas, 1574-6410 ; 17

Language:

English

Subjects (All):

Buildings--Maintenance and repair--Netherlands.

Buildings.

Public housing--Resident satisfaction--Netherlands.

Public housing.

Public housing--Netherlands.

Physical Description:

1 online resource (300 p.)

Edition:

1st ed.

Place of Publication:

Delft : Delft University of Technology, 2008.

Language Note:

English

Summary:

Dutch housing associations have a market share of about 33% of the entire Dutch housing stock. They spent around 2.8 billion Euros a year on the maintenance of dwellings, of which external suppliers account for approximately 89%. External service suppliers can as such be seen as an extension of the housing associations in fulfilling their public tasks and private objectives. Maintenance service delivery gives an opportunity for high quality interaction with tenants. At the moment maintenance service delivery appears to be of a suboptimal quality leading to a lower than potential tenant satisfaction. With this an essential part of the objectives of housing associations is not fulfilled optimally. This research reveals the essential determinants of maintenance service quality in order to promote tenant satisfaction. Commodity strategies for the purchasing of maintenance services are developed which make its optimization possible from the perspective of tenant satisfaction.

Contents:

Title Page

Contents

Acknowledgements

Introduction

The purchasing of maintenance services by Dutch housing associations

Housing associations

Housing services and markets

Maintenance

Purchasing maintenance

Purchasing process

The purchasing of maintenance by Dutch housing associations

Relevance

Scientific relevance

Societal relevance

Problem definition

The aim of this research

Research questions and chapters

The research environment

References

Supply, rules of the game, and tools for analysis

Maintenance market characteristics

Maintenance services

The maintenance market

New institutional economics

Market problems

Transaction cost theory

Property rights theory

Agency theory

Procurement customs and regulations

The current application of instruments

European regulations

Application

Conclusions

The purchasing of Dutch housing associations' maintenance services: state of the art and a decision framework

Maintenance in Dutch practice

The purchasing of maintenance in Dutch practice

Supplier selection

The social rented sector in the Dutch housing market

Maintenance services as the means to fulfil tasks

A framework for purchasing

Discussion

Comparing housing associations with the public and private sector: retail and municipality

Retail

Supply chain

Customer demands

How to deal with customer demands?

Dutch municipalities

Authorities and organisation

The citizen and municipal services

Consumption

The influence of the citizen

The supply chain

The tenant

The market and consumption

Comparison of sectors

Freedom of choice.

Assortments

Service and product delivery

Value for money

Share of income spent

Influence on management and policy

What could be learned from retail and municipalities?

Impact of maintenance services on tenant satisfaction in social housing

Housing services

Satisfaction with maintenance

Literature review and expectations

Measures of attribute importance and impact on tenant satisfaction

Methods

The questionnaire and response

Regression analyses

Missing data

Results

The respondents

Mean importance ratings and satisfaction scores

Top three rankings of most important maintenance services

Discussion and conclusions

Research question

Single-family dwellings

Multi-family dwellings

Some final remarks

Securing high-performance maintenance service delivery

Performance measurement

Objectives of maintenance

Current use of performance indicators

Maintenance services and performance measurement

Maintenance contractors and the service delivery process

Managing maintenance service delivery

Determinants of maintenance service quality

Measurements

Case: the 'KWH-huurlabel'

The 'KWH-Huurlabel'

Document study

Conclusions from KWH

Important determinants of maintenance service quality

KWH-huurlabel and public performance criteria

Securing customer satisfaction through component service specifications

Component services and service supply chains

The importance of specifications for ensuring customer satisfaction

Maintenance services purchased by Dutch housing associations

Research design

Results of the survey

Introduction.

Differences with regard to the character of interactions during the works

Differences with regard to the need for perceived control over service delivery

Results of the document analysis

Maintenance of heating and water systems

Exterior paintwork

Tenants' priorities versus specifications

Conclusions and discussion

Managerial implications

Limitations and future research

The end-customer focus of maintenance service specifications for purchasing

Customer-oriented specifications

Purchasing documents

Buyers and tenants

Survey method and data

Maintenance types and documents

Documents and determinants of maintenance service quality

Types of maintenance and quality of service determinants

Conclusions and recommendations

Recommendations

Optimising commodity strategies

Execution requirements

The choice of performance requirements

The form of performance indicators

Adapting specifications to suppliers' qualities

Rational decision-making and specifying maintenance services

Giving extra emphasis to performance requirements

Suitability requirements

Maintenance service suppliers' resources

Supplier selection as means of limiting opportunistic behaviour

What can be demanded from the maintenance firm?

Award criteria

The relationship between the housing association and the maintenance service supplier

Using coordination mechanisms to optimise service quality

The choice of the most suitable coordination mechanism

Limiting agency risks

Limiting opportunism risks

Contractual incentives

Transaction-specific investments

Price premiums

The core competence approach and insourcing

Conclusions.

References

Findings

Goals for purchasing maintenance services

Characteristics of the housing association and its customers

Characteristics of the maintenance sector

Regulatory purchasing requirements

Maintenance services and tenant preferences

Characteristics of the maintenance service and the implications for commodity strategy development

Optimisation of the commodity strategy

Differentiated approaches

Policy and managerial recommendations

Recommendations for further research

Appendix 1. Characteristics of the respondents

Appendix 2. Tenant questionnaire - Dutch version

Tenant questionnaire - English version (not used)

Appendix 3. Regression analysis

Appendix 4. Determinants of maintenance service quality

Appendix 5. Planned maintenance and reactive maintenance as sequential processes

Samenvatting

Curriculum Vitae.

Notes:

Doctoral thesis, Delft University of Technology.

Includes bibliographical references.

ISBN:

661288035X

1-282-88035-7

9786612880353

1-60750-590-8

OCLC:

695078876