Abstract

NEBOH, ND  and  MBHELE, TP. Perceptions of Professional Service Staff on the Effects of Outsourcing of Courier Services: Institution (X). JCMAN [online]. 2018, vol.15, n.spe, pp.57-86. ISSN 1815-7440.

The turbulence of business environment due to globalisation has influenced organisations such as institution (X) to outsource some of its business activities. The institution uses courier services to transport examination papers to and from external examiners, but this schedule became problematic. This increased pressure in terms of workload on the professional service staff members. The main aim of this study is to evaluate the effects of outsourcing of courier on performance service activities at institution (X). Statistical techniques were used to analyse the data collected. This study further aims to achieve the following objectives: firstly, to assess professional service staff's perceptions of the effects of outsourcing couriers services at the institution. Secondly, to examine the effects of the dynamics of examination process scheduling on courier service capabilities. Thirdly, to establish the extent of outside value-creation service sourcing to which resource-based view decisions enhance efficient operations at the institution. Fourthly, to evaluate the extent of outside value-creation service sourcing to which transaction cost economics' decisions are strategically derived. Finally, to assess the relationship between the perceived courier service performance requirements and the institution's decision process on resource capacity maximization and transaction cost containment. The main findings reveal that the factors to consider when outsourcing, especially during the examination period were flexible schedule, service excellence, innovative technology, an integrated logistics system, administrative work, courier value added service and increased efficiency. The adoption of these factors will confirm the decision to outsource is a good strategy for the institution.

Keywords : Cost containment; increased efficiency; innovative technology; Outsourcing; professional service; restructure and service performance.

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