Outsourcing and service delivery at Airtel Uganda

Abstract

The study was about the relationship between outsourcing and service delivery at Airtel Uganda. The study examined how selective outsourcing, total outsourcing and finances relate to service delivery at Airtel Uganda. The study employed a descriptive research design that sampled 225 respondents. However of these only 192 respondents fully participated in the study. These included procurement officers, accounting officers, legal officials, engineers and support employees of Airtel Uganda, outsourced agencies and Airtel customers. Both qualitative and quantitative techniques were used and the data was analysed using descriptive, regression and correlation analysis. From the study it was found that there is a significant correlation between selective outsourcing and service delivery. A relationship also exists between total outsourcing and service delivery and also that there was a relationship between the effect of the availability of finances and service delivery. The findings also indicate that there was a direct and positive relationship between outsourcing and service delivery at Airtel Uganda. This helped the study come to the realization that private organizations in Uganda were delivering services, and these services can enhance customer experience through better quality of service, bring on board the best people/company across the globe to manage networks, get access to latest technology, expertise and processes leading to improved productivity, reliability and affordability. In conclusion outsourcing is the surest way of creating work partnerships that converges the best technologies, infrastructures, systemized operations and the most skilled human resources for a unified goal of delivering services efficiently and effectively. It was also concluded that outsourcing (selective) enables organizations significantly transform their operations in line with the objectives for which a given outsourcing vendor was selected. And that outsourcing (total) enables organizations to concentrate on their core competences and at the same time reach the market with the most efficient and cost effective services guaranteeing continued success. Outsourcing also allows firms (Airtel) to focus energies on grow¬ing, serving and retaining their customer base, capitalize on new markets basing on a solid financial base. The study strongly recommends for the adoption of selective outsourcing for its potential in enabling companies focus on their talent and resources so as to improve and expand activities that generate revenue, minimizing the effort spent on maintaining the infrastructure that supports the core of the business, exploiting the skills, technology of some suppliers. The study also recommends that a similar be conducted among public agencies.