The state of restroom facilities as a measure of cleaning service quality in an educational institution

Purpose: Sourcing decisions are important considerations in organizations’ strategic and policy resolutions. Given sometimes conflicting factors such as cost and financial implications, individual perceptions and motivation, health and safety of facility users, and organizational objectives, finding a balance and basis for making such decisions, presently and in future, is crucial. This paper aims to investigate the quality of services delivered by an insourced cleaning service team in a higher learning institution. The objective of the study is to establish the condition of the facilities (restrooms) in the institution, and thus the quality of services delivered by the insourced team. Design/methodology/approach: The study adopted a descriptive approach including observation and scoring to obtain and analyse information about the state of five restrooms on two campuses of the institution. Findings: Findings revealed that the condition of the restrooms inspected over a period of five weeks was good, except for a week where there was low water supply on the sampled campuses. Further findings revealed that restrooms provided in the library were paid more attention to. Practical implications: The findings from the study are envisaged to assist facilities management stakeholders and organizations’ management in making decisions on sourcing services and supporting core business functions. Originality/value: Better decision-making can be made to improve the quality of services provided by sourcing teams, which will contribute to supporting core strategies and increasing value-add and image of organizations.