Outsourcing And Service Delivery By Commercial Banks In Uganda. A Case Study Of Equity Bank-Mubende Branch.

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.