A Study on Vendor Selection and Management Process in Facility Management Services

The FM services depend largely on their vendor network for the effective execution of IR&M services. The effectiveness of the vendor management process influences the quality of the service provided, the operational costs, and client satisfaction. In this study, vendor selection and management practices in FM are explored with the aim of identifying operational bottlenecks and assessing vendor performance criteria such as costs, quality, reliability, and reaction time. The method adopted for the research is descriptive-analytical, and the data collected from 100 vendors, clients, and FM professionals show that although there is a formalized vendor selection approach in place, there is no evaluation approach. It was also noted that vendor responsiveness is an excellent criterion, and the timely delivery of the work needs improvement. This research concludes that a formalized vendor evaluation system can greatly enhance vendor performance and remove operational challenges. This research not only provides a theoretical contribution but has practical implications as well.