Abstract: The purpose of this paper is to assess the impact of outsourcing on the organizational performance of Vodafone Ghana. Both leading (quality of service and knowledge development) and lagging (financial) indicators of performance were selected to obtain a balanced view of the firm. The quantitative approach to research was chosen with a descriptive research design. The research revealed a moderately positive relationship between outsourcing and quality of service. Similar results were obtained between outsourcing and knowledge development. The study however found no significant relationship between outsourcing and financial performance. This paper finally advises the case study organization to take corrective action against undesirable outcomes of the relationship between outsourcing and financial performance, which is key. It also recommends that management –should as a measure to mitigate the risk of outsourcing–, undertake a thorough check on all potential vendors and ensure their expertise and resources are sufficient to deliver customer-centric services. The paper further suggests that Vodafone Ghana should invest considerably in the development of intellectual skills and capabilities of its workforce in order to improve on the positive knowledge development effect outsourcing has on the firm.
Keywords: Outsourcing, Organisational, Performance, Quality of Service.
Title: ASSESSING THE IMPACT OF OUTSOURCING ON ORGANIZATIONAL PERFORMANCE: A CASE OF VODAFONE GHANA
Author: Dr. Boison, David King, Amedi, Emmanuel Senyo, Addison Linda, Dr. Esther Asiedu
International Journal of Social Science and Humanities Research
ISSN 2348-3156 (Print), ISSN 2348-3164 (online)
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