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