Challenges Faced by Telephone Companies in Kenya in Outsourcing Services
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Date
2013-11Author
Mudeheli, Wendy L
Type
ThesisLanguage
enMetadata
Show full item recordAbstract
Outsourcing has emerged as a core strategy that businesses use to improve their
competitive advantage. However, outsourcing has been faced with challenges that
threaten its success. The objective of the study was to determine the challenges faced by
telephone companies in Kenya in outsourcing services. Descriptive research method was
used for the study. The study targeted the customer care manager, operations manager
and technical manager from each of the mobile phone operators in their respective
headquarters in Nairobi. That is Safaricom, Airtel, Orange and Yu. Census survey was
adopted in this study since the population was small. Questionnaires were used as an
instrument for data collection. Data from the field was first edited. Coding was then done
to translate the responses into specific categories. Coding was expected to organize and
reduce research data into manageable summaries. The coded quantitative items were
entered into SPSS for analysis. Descriptive statistics such as frequencies, means, standard
deviations and percentages were used to describe the data. The analyzed data were
presented in form of tables, pie charts and bar-graphs where applicable. The study found
that customer care challenges such as shifting client loyalty affected outsourcing by
telephone companies to a very large extent as indicated by 67% of the respondents. The
study also found that the major operational challenge facing outsourcing is the unfair
market practices as indicated by 67% of the respondents. It was finally found that
technological hindrances affect outsourcing to small extent as indicated by 50% of the
respondents. The study concludes that outsourcing in telephone companies is faced by
customer care, operational and technological challenges. It is recommended that
outsourcing companies should ensure that they have adequate staff as a strategy for
ensuring effective delivery of services outsourced by their clients. The study finally
recommended that another study be done to evaluate the effectiveness of the outsourcing
services by outsourcing companies which was not the focus of this study.
Citation
Degree Of Master Of Business AdministrationPublisher
University of Nairobi School of Business
Description
A research project submitted in partial fulfillment of
The requirements for the award of the degree of
Master of business administration (MBA), school of
Business, university of Nairobi