A framework for evaluating the impact of business process outsourcing (BPO) on the operational performance of the mobile telecommunications industry, South Africa. Uhlaka lokuhlola umthelela Wokunikezela Ngaphandle Indlelakweza Yebhizinisi (Business Process Outsourcing - BPO) kokwenzeka ekusebenzeni kwemboni yomakhalekhukhwini eNingizimu Afrika.
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Date
2022
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Abstract
Mobile telecommunication service providers in developing countries, particularly southern
African mobile telecom operators outsource a range of activities like logistics, assembly
operations, manufacturing, and design. The results of such decisions have not been
proved empirically. Empirical evidence on whether or not outsourcing is beneficial lacks
in the industry. Furthermore, there has been a minimum focus on the effects of
outsourcing on the operational performance of firms.In light of the above, the study
proposes a CPP framework that can be used to evaluate the impact of business process
outsourcing (BPO) on the operational performance of mobile telecommunications industry
in developing Southern African countries with particular reference to South Africausing
cost, productivity and profitability (CPP) as the underpinning quantitative performance
metrics by taking into consideration the drivers, benefits, and risks of the business
strategy. The study is informed by the positivism research paradigm using deductive
approach. A descriptive research design was adopted for the collection of quantitative
data. Chi square test were conducted to establish the statistically significant relationship
between business process outsourcing and cost efficiency, productivity and profitability
and the operational performance of mobile telecommunication firms. A structured closed-
ended questionnaire was used to collect raw data using the drop-off method in which
questionnaires were distributed to two hundred and ten employees of the two mobile
communication companies. The findings of this current study reflect that majority of the
participants alluded that there is an improvement in cost efficiency, increase in
productivity and profitability after BPO thereby improving the operational performance of
the mobile telecom operators. These results suggest that there is a statistically significant
relationship between BPO and cost, productivity and profitability. The results were
reflected in the proposed cost, productivity and profitability (CPP) framework as part of the
business performance outcome. The results are important to corporate management as
this avoid relying on managers’ estimates in place of quantifiable metrics in deciding on
whether to outsource or in source and can also assist management, policymakers and
supply chain Practitioner in developing BPO policies.
Abahlinzeki besevisi yezokuxhumana ngomakhalekhukhwini emazweni asathuthuka,
ikakhulukazi opharetha bezingcingo zamaselula e-Afrika eseningizimu banikeza
ngaphandle uchungechunge lwemisebenzi efana nokuhlela, ukuhlanganisa, ukukhiqiza,
nokuklama. Imiphumela yalezi zinqumo ayizange ifakazelwe ngokwamandla. Ubufakazi
obunamandla bokuthi ukukhishwa kwemisebenzi kuyazuzisa ukushoda embonini.
Ngaphezu kwalokho, kube nokugxila okuncane emiphumeleni yokukhishwa
kwemisebenzi ekusebenzeni kwamafemu. Ngokwalokhu okungenhla, ucwaningo
luphakamisa uhlaka lwe-CPP olungasetshenziswa ukuhlola umthelela wokukhishwa
kwezinqubo zebhizinisi (BPO) ekusebenzeni. ukusebenza kwemboni yezokuxhumana
ngomakhalekhukhwini ekuthuthukiseni amazwe aseNingizimu ne-Afrika ikakhulukazi
iNingizimu Afrika isebenzisa izindleko, ukukhiqiza kanye nenzuzo (CPP) njengesisekelo
samamethrikhi okusebenza esilinganisweni ngokucabangela abashayeli, izinzuzo, kanye
nobungozi besu lebhizinisi. Ucwaningo lwenziwa yi-positivism research paradigm
kusetshenziswa indlela yokudonsela phansi. Kwamukelwa umklamo wocwaningo
oluchazayo ukuze kuqoqwe idatha yobuningi. Ukuhlolwa kwe-Chi square kwenziwa
ukuze kutholwe ubudlelwano obubalulekile ngokwezibalo phakathi kokukhishwa
kwenqubo yebhizinisi kanye nokusebenza kahle kwezindleko, ukukhiqiza kanye nenzuzo
kanye nokusebenza kokusebenza kwamafemu ezokuxhumana ngomakhalekhukhwini.
Uhlu lwemibuzo oluvaliwe oluhlelekile lwasetshenziswa ukuqoqa idatha eluhlaza
kusetshenziswa indlela yokushiya lapho imibuzo yasatshalaliswa kubasebenzi
abangamakhulu amabili neshumi bezinkampani ezimbili zokuxhumana
ngomakhalekhukhwini. Okutholwe kulolu cwaningo lwamanje kukhombisa ukuthi iningi
labahlanganyeli likhombe ukuthi kukhona ukuthuthuka ekusebenzeni kahle kwezindleko,
ukwanda kokukhiqiza kanye nokwanda kwenzuzo ngemuva kwe-BPO ngaleyo ndlela
kuthuthukiswe ukusebenza kokusebenza kwabaqhubi bezingcingo zamaselula. Le
miphumela iphakamisa ukuthi kunobudlelwano obubalulekile ngokwezibalo phakathikwe-
BPO nezindleko, ukukhiqiza kanye nenzuzo. Imiphumela yabonakala ohlakeni
v
oluhlongozwayo lwezindleko, ukukhiqiza kanye nenzuzo (CPP) njengengxenye
yomphumela wokusebenza kwebhizinisi. Imiphumela ibalulekile ekuphathweni
kwebhizinisi njengoba lokhu kwagwema ukuthembela esilinganisweni sabaphathi
esikhundleni samamethrikhi angabalulekayo ekunqumeni ukuthi bazonikezwa yini
inkampani yangaphandle noma emthonjeni futhi kungasiza futhi abaphathi/ abenzi
bezinqubomgomo/ Umsebenzi wochungechunge lokuhlinzeka ekuthuthukiseni
izinqubomgomo ze-BPO.
Description
Doctoral Degree. University of KwaZulu-Natal, Durban.