Outsourcing and service delivery by commercial banks in Uganda: a case study of Equity Bank-Mubende Branch
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Date
2014-05
Authors
Journal Title
Journal ISSN
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Publisher
Kampala International University.College Of Economics and Management
Abstract
This report is a result of an academic research titled outsourcing and service delivery of
commercial banks in Uganda with a case study of Equity bank Mubende branch. The objectives
of the study were: to assess the relationship between outsourcing and service delivery at equity
bank Mubende branch, to find out how outsourcing improve efficiency at Equity Bank Mubende
branch, to examine the different outsourcing strategies used by Equity bank Mubende branch. To
answer research questions and achieve objectives, a case study and a questionnaire were used to
collect primary data. It was discovered that there are many techniques used in evaluating service
delivery in Mubende branch and data was collected from 40 respondents.
The findings revealed failure by outsourcing team to identify where the problem could have
occurred during the process of early contract development and misinterpretation of the contract
requirement by the contractor, further findings revealed that need for the introduction of result
orientation process and the results indicated that outsourcing is strongly correlated to the level of
service delivery in Mubende branch.
The study concluded that outsourcing involves understanding the company's goals and
objectives. The research findings were reinforced by the researcher's recommendations, which
include; improve communication, efficient outsourcing system, and maintaining expertise to
manage quality.
The recommendations to Equity Bank were; there should be improved communication between
the departments, customers and the procurement staff, the organization should ensure an efficient
outsourcing system, total quality management should be emphasized as a way of managing
quality in organization's activity so that every job, process is carried out rightly for the first time
and every time. And proper adoption of organization plan, Control of transaction, Prevention of
fraud, separation of accounting and custody of assets, prevention of fraud among others.
Description
Research report submitted to the College of Economics and Management in partial fulfillment of the requirements for the award of bachelor's degree in Supplies and Procurement of Kampala International University
Keywords
Outsourcing, Service delivery, Commercial banks, Equity Bank-Mubende Branch