| dc.description.abstract | With increased technology in the world many companies have resorted to embracing new
techniques to reduce cost. Among these techniques is outsourcing which has become
rampant with companies outsourcing services across the world. Outsourcing seems like a
brilliant idea but what most companies fail to rationalize on are the hidden costs both
quantitative and qualitative. This research was undertaken to find out how outsourcing
services is conducted and its contribution to service delivery in Equity Bank limited
Mombasa. The institution has been carrying out outsourcing for acquisition and provision
of various services. Outsourcing has its problems and whether it really contributes to
service delivery is what made the researcher carry this study. The purpose of the study was
to identify areas which Equity Bank limited has adopted outsourcing, factors affecting
outsourcing decisions, establish strategies used by Equity Bank limited in outsourcing,
identify challenges encountered by the institution in outsourcing and suggest ways of
averting outsourcing challenges. The key focus of the study was to establish the factors
influencing outsourcing and its effects on service delivery. The study would benefit other
public companies and individuals who may wish to adopt outsourcing as a service delivery
strategy. The study adopted a conceptual framework in which the researcher came up with
an outsourcing process to explain what needs to be put in place to have a successful service
delivery. For the purpose of data collection the validity aVndreliability of the instrument
was ensured. The study issued A4~tionnaires to the respondents to obtain data and
descriptive statistics was used to inalyze data. The findings of the research were that
outsourcing greatly contributes to efficient and consistent service delivery because it
allows the institution to concentrate on its core operations and to channel its resources to
other important activities. Although (here are problems arising due to outsourcing, the
institution has mechanics to most of them for example by fixing tender to good suppliers,
the company management would ensure that they receive the best and in return give the
best through good service delivery to their customers. The study concluded that the
institution indeed depends on outsourcing for efficient and effective service delivery.
Factors that influenced the bank to outsource was basically to improve quality, save and
restructure costs, reduce time to market, enhance capacity for innovation among others. | en |
