Outsourcing Practice And Performance Of Mobile Telephone Service Providers In Nigeria
Date
2013-08Author
Ogunsanmi, Olabode Emmanuel
Type
ArticleLanguage
enMetadata
Show full item recordAbstract
The aim of this study is to find out the effects of outsourcing practice on performance of
mobile telephone providers. Purposes of the study are to investigate if outsourcing
practice of mobile providers result in unemployment and also to find out the key
performance indicators for assessing their performance. This study is a survey research
that used questionnaires to collect data from mobile telephone engineers, technicians,
project managers and customers. Forty (40) questionnaires were sent to mobile
operators staff who were selected by random sampling technique from their payrolls
while sixty (60) were sent to various customers who were selected by convenience
sampling technique. Results indicate that all outsourcing vendors have taken full
responsibility of all outsourced jobs and most operators do not have new job roles for
staff whose functions are outsourced. Average revenue per user, minutes of use and
receiving few queries on network are KPIs for assessing performance of mobile
telephone providers while their performance do not depend on subscribers’ churn rate,
active subscribers, subscribers complaints and activations. Implications of study to
policy makers in government and mobile telephone operators is the need to entrench
Service Level Agreements into outsourcing contracts while findings of study support
outsourcing theory. Conclusions are outsourcing practice contributes to high
unemployment and downsizing for mobile providers firms and consequently contributes
to country’s unemployment problem which may adversely affect the economy. Most
mobile telephone providers in Nigeria have performed well in revenue, usage and
network quality and not by subscribers’ PKIs. Recommendations are mobile operators
are to employ competent vendors for their outsourcing jobs as to enhance performance
while their profits are to be ploughed back into their business as to improve and
increase present level of infrastructural facilities in use. They should also improve their
subscriber’s KPI’s so as to reduce churn rates and congestions currently witnessed in
their networks.
URI
http://journals.uonbi.ac.ke/damr/article/view/1155http://erepository.uonbi.ac.ke:8080/xmlui/handle/123456789/57138
Citation
DBA, Africa Management Review. August 2013, Vol.3 No.2 Pp. 81-92Sponsorhip
University of Nairobi, DBA_Africa Management ReviewPublisher
DBA, Africa Management Review School of Business, University of Nairobi
Description
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