The demand for better service delivery is fundamental with the heightened and ever changing expectations in customers. Performance and services reliability are source of competitive advantage; most firms lack the continuity in approach leading to performance excellence. This paper introduced a paradigm using nine influence factors to ensure excellence and deliverance of outsourcing goals. Outsourcing practice requires proactively quantum leap over the traditional limited strategies to give logical balance for quality services delivery. Over 150 Questionnaire were sent to Malaysian outsourcing firms. A total of 54 questionnaires were returned and analysed using multi variate statistics. The analyses had shown that the pattern and inclination in the firms’ strategy is appalling and not at the latitude for competitiveness and optimal services delivery. This inflexibility in strategy by most firms gave rise to resource under-utilization; wastages and this performance outlook cannot deliver effectiveness and sustain service delivery excellence. Managing facilities performance to corporate objectives and its continual improvement remain a challenge. The paper attempts to address the strategic gap in outsourcing services delivery using tactical and proactive approach in order to meet this era of choice and flexibility. Savvy customers are looking for reliability, quality services delivery with more value. The study recommends this model to ensure effectiveness and sustainable outsourcing service excellence this generation of ours punctuated by uncertainty and change.
Umbugala Muhammad Douglas,
Hishamuddin Bin Mohd Ali,
Delivery an Effective Workplace: A Search into Malaysian Outsourcing Firms, Science Journal of Business and Management.
Vol. 7, No. 2,
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