| Outsourcing is a trend, which has blossomed around support services in higher education. As it becomes more common, are institutions conducting thorough decision-making reviews, which consider the critical factors accordingly? Is, or could there be, a standard decision-making framework to help guide administrators?; Twelve case studies at six institutions were examined to answer these questions and to determine if a standard decision-making process was being, or could be, used. Fifteen qualitative research questions guided the constant comparative interviews, which were completed with the contract administrators and other senior administration members at the six institutions. The institutions ranged in style, size, location, research level, athletics level and labor status. The decisions, their outcomes and the processes used were reviewed and compared across the six institutional categories for commonalties.; The decisions were also assessed in their relation to potential standard frameworks. The primary framework reviewed was the Coopers & Lybrand Ten Step Process (CLTSP). The CLTSP is a qualitative decision-making process that focuses on six critical factors: financial, human resource, mission and culture, management control/efficiency, service quality and legal and ethical considerations.; The findings showed that every outsourcing decision was unique. However, they also identified four critical factors, which nearly every decision addressed: finance, service quality, human resources and physical plant. The four core critical factor's importance and impact on the decisions varied amongst the service areas and institutions, but were always present. These core factors were mirrored and expanded upon by the CLTSP's factors. While none of the institutions used a standard decision-making process, the CLTSP was found to accommodate every decision's unique circumstances, and address the four common core support service decision-making critical factors. These findings led the researcher to believe the CLTSP could serve as a standard decision-making process, and should be used in future decisions to assure all the critical factors are considered before determining whether to outsource a support service in higher education. |
