Jay Higdon


Too many outsourcing models fail to deliver expected results in Integrated Facility Management (IFM) models. IFM is a type of outsourcing model that transfers in-house work to an outside company that performs it onsite as if it were part of the client’s organization. This process requires collaboration, coordination, and communication, merging 2 corporate cultures into 1 cohesive business model. Managing the change process related to an IFM outsourcing arrangement is crucial because changing an organizational culture can heighten risk and potentially produce unsatisfactory results. Creating, changing, and managing an IFM outsourcing model require acceptance, coordination, and a clear understanding of expectations from both the client and the service provider. People in general are apprehensive about change, especially when they don’t understand it. IFM, being a complex process, requires the proper training and education in order to avoid resistance that creates leadership challenges. According to the literature, effective leadership was the solution to mitigate the resistance to change associated with outsourcing but little research exists to explain the phenomenon experienced by leaders during the initial transition (first-generation) to an IFM model. This descriptive, qualitative study was conducted in order to determine what strategies and practices leaders employ during a first-generation IFM outsourcing initiative. Additionally, challenges associated with implementation, measurement of success, and recommendations from leaders of IFM outsourcing was explored. Fourteen IFM leaders were interviewed and asked 10 questions. These interview questions yielded results such as leadership, communication, and clarity in scope of work as some of the dominant themes.

Library of Congress Subject Headings

Dissertations (EdD) -- Organizational leadership; Contracting out; Corporate reorganizations -- Case studies; Organizational change

Date of Award


School Affiliation

Graduate School of Education and Psychology



Degree Type


Degree Name


Faculty Advisor

Madjidi, Farzin;