Outsourced Labor Management for Service Quality Enhancement: A Case Study of Clean for Green Company Limited

Abstract

     This study focuses on analyzing the business operation process and service quality of Clean for Green Co., Ltd. through the SERVQUAL framework, which measures five key dimensions: reliability, assurance, responsiveness, tangibles, and empathy. Furthermore, human resource management (HRM) principles are employed to analyze the processes of recruitment, training, and performance evaluation of outsourced staff. The findings reveal that effective management of outsourced labor contributes significantly to enhancing service quality and customer satisfaction. Critical success factors include targeted skill development, implementation of monitoring and assessment technologies and strengthened communication with clients. Establishing strong, long-term relationships between outsourcing providers and clients is also identified as vital to the sustainability of the service industry.