Forget Outsourcing GP's In-plant Succeeds Where FM Failed

As for costs: "We are probably, very conservatively, between 25 and 30 percent below the market," says McDonald. "And we do benchmark that. Frequently."

The in-plant gets quarterly financial reviews, he says.

"Our top management and executive management look at us very closely," he says. "We have to pay our way and we have to show that we are value-added." There is no company mandate to use the in-plant, he adds. The shop has to prove itself every day. So far, customers are very happy with the service they're getting.