TABLE OF CONTENTS
DECLARATION ............................................................................................................................. .i
APPROVAL ................................................................................................................................... ii
DEDICATION ............................................................................................................................... iii
ACKNOWLEDGEMENT ............................................................................................................. .iv
TABLE OF CONTENTS ................................................................................................................ v
LIST OF TABLES ....................................................................................................................... viii
LIST OF FIGURES ....................................................................................................................... .ix
LIST OF ABBREVIATIONS ......................................................................................................... x
ABSTRACT ................................................................................................................................... xi
CHAPTER ONE: INTRODUCTION ............................................................................................. 1
1.0. Overview ........................................................................................................................... !
1.1.0 Background of the Study ............................................................................................... !
1.2. Problem of the Statement .................................................................................................. 2
1.3. Purpose of the Study ......................................................................................................... 3
1.4. Objectives of the Study ..................................................................................................... 3
1.5. Research Questions .......................................................................................................... .3
1.6. Scope of the Study ........................................................................................................... .3
1.6.1. Geographical Scope ...................................................................................................... -3
1.6.2. Subject Scope ................................................................................................................ 3
1.6.3. Theoretical Scope ......................................................................................................... .4
1.7. Significance of the Study ................................................................................................. .4
1.8. Conceptual Frame work .................................................................................................... 4
CHAPTER TWO ............................................................................................................................. 6
LITERATURE REVIEW ................................................................................................................ 6
2.0. Introduction ....................................................................................................................... 6
2.1. Concept of Outsourcing .................................................................................................... 6
2.1.1. Outsourcing definition ................................................................................................... 6
2.1.2. Emergency of outsourcing ............................................................................................ 6
2.2. Outsourcing strategies ....................................................................................................... 7
2.2.1. Body-shop outsourcing ................................................................................................. 7
2.2.2. Project Management Outsourcing ................................................................................. 7
2.2.3. Total outsourcing ........................................................................................................... 7
2.3. Benefits of Outsourcing .................................................................................................... 8
2.3.1. Frees management time ................................................................................................. 8
2.3.2. Increased flexibility ....................................................................................................... 8
2.3.3. Cost Certainty ................................................................................................................ 8
2.3.4. Reduce staff costs .......................................................................................................... 8
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2.3.5. Reduce capital requirements ......................................................................................... 8
2.4. Quality Management ......................................................................................................... 9
2.4.1. Quality Management can be manifested on two things ................................................ 9
2.4.2. Quality Management can be achieved through the following steps: ............................ 9
2.4.3. Quality definition ........................................................................................................ 10
2.5. Quality Attributes I Dimensions ..................................................................................... 11
2.5.1. Performance ................................................................................................................ 11
2.5.2. Reliability .................................................................................................................... 11
2.5.3. Conformance ............................................................................................................... 11
2.5.4. Responsiveness ............................................................................................................ 12
2.5.5. Competence ................................................................................................................. 12
2.5.6. Durability .................................................................................................................... 12
2.6. Relationship between outsourcing Strategies and quality management.. ....................... 12
2.6.1. Quality Management ................................................................................................... 12
2.6.2. Maintaining strategic vision ............................................................................................ 12
2.6.3. Quality Control ............................................................................................................ 13
2.6.4. Spreading ofrisks ........................................................................................................ 13
2.6.5. Maximum use of knowledge, experience and equipment of a third party .................. 13
2. 7. Summary of Literature review ........................................................................................ 13
CHAPTER THREE ....................................................................................................................... 14
METHODOLOGY ........................................................................................................................ 14
3.0. Introduction ..................................................................................................................... 14
3 .1. Research Design .............................................................................................................. 14
3.2. Sample Size and Study Population ................................................................................. 14
3.3. Type of Data Required .................................................................................................... 14
3.4. Sources ofData ............................................................................................................... 14
3.4.1. Primary Data ............................................................................................................... 15
3.4.2. Secondary Data ........................................................................................................... 15
3.5. Data collection methods .................................................................................................. 15
3.5.1. Questionnaires ............................................................................................................. 15
3.5.2. Interview ...................................................................................................................... 15
3.6. Data Processing and Analysis ......................................................................................... 15
3.7. Limitations of the Study .................................................................................................. 16
CHAPTER FOUR ..................................................................................................................... 17
DATA ANALYSIS, PRESENTATION AND FINDINGS ...................................................... 17
4.0. Introduction ..................................................................................................................... 17
4.1. Research Findings ........................................................................................................... 17
4.1.1. Outsourcing Strategies ................................................................................................ 17
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4.1.2. The Services outsourced .............................................................................................. 18
4.1.3. Quality Management Attributes employed at Equity Bank ........................................ 19
4.1.4. Who is responsible for ensuring proper quality management? ................................... 20
4.1.5. Methods of quality management ................................................................................. 22
4.1.6. The benefits of outsourced services to Equity Bank ................................................... 23
4.2. Analysis ........................................................................................................................... 24
CHAPTER FIVE ....................................................................................................................... 25
CONCLUSION AND RECOMMENDATIONS ...................................................................... 25
5.0. INTRODUCTION .......................................................................................................... 25
5.1. Conclusion ...................................................................................................................... 25
5.2. Recommendations ........................................................................................................... 25
5.3. Suggested Areas for Further Research ............................................................................ 26
REFERENCES .............................................................................................................................. 27
Appendix I
Appendix II
Appendix III
Appendix IV
Questionnaire To Bank Employees ....................................................................... 30
Questionnaire to bank customers .......................................................................... 34
Proposed Budget ................................................................................................... 37
Time Frame ............................................................................................................ 38
ABSTRACT The study sought out to find out the relationship between outsourcing strategies and quality management at Equity Bank (Kampala- Uganda) Kabalagala Branch. The study objectives were to find out the various outsourcing strategies employed at Equity Bank, to find out the different quality management attributes and find out challenges brought by outsourcing strategy and quality management to Equity Bank - Kabalagala Branch. The study was descriptive in nature and was designed to describe the relationship derived from the literature review to establish the relationships between outsourcing strategies and quality management. The finding of the study showed that there are three major outsourcing strategies which include Body Shop outsourcing, project management outsourcing and total outsourcing. The study also find out that there are a number of quality management attributes which include; reliability, performance, conformance, durability, competence among others. The study showed that outsourcing bring benefits such as cost certainty, reduced capital requirements, increased flexibility, reduced staff costs, frees management time. The study concluded that outsourcing involves understanding the company's goals and objectives. The research findings were reinforced by the researchers' recommendations, which include; improved communication, efficient outsourcing system, total quality management and maintaining expertise to manage quality.
