OUTSOURCING IMPACT ON ORGANIZATION PERFORMANCE -TELECOMMUNICATIONS SERVICE PROVIDERS IN GCC & MOROCCO-

Abstract

Telecommunications industry has passed through different phases of business development in Morocco and GCC –Gulf Cooperation Council-. The significant transformation was from a monopoly to a competitive industry market structure. At this stage, telecommunications organizations, especially service providers, started to take quick actions and measures to mitigate this market change impact, by enhancing service quality, optimizing the operational costs, looking after customer satisfaction, and building adequate strategies. Some service providers decided to outsource their activities, as part of operational costs optimizations remedies. It targeted initially non-core activities and got extended to core business scope of the organization in some cases. Consequently, we will analyze the outsourcing impact on Telecommunications operators’ performance, using the Balanced Scorecard approach. The study sample has been taken from 32 employees, working in telecommunications operator in Morocco and GCC, as core business team lead, where they manage both outsourced and insourced skilled human resources. In addition, two interviews have been conducted with directory level in both Ooredoo Qatar and Ooredoo Group, to seek their visions toward core business outsourcing strategy. Multiple studies have validated the fact that BSC is a relevant concept for all kinds of industries. Furthermore, the balanced scorecard provides historical perspective and also insight into the future performance, that can be obtained or even the steps that may be taken to achieve the desired results.