Assessment Of Performance Evaluation Of Outsource Management Contract: A Case Study Of Addis Ababa Light Rail Transit (AALRT)
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Date
2018-06-22
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Addis Ababa University
Abstract
The objective of this research was to assess the performance of the operations and maintenance contractor outsourcing of AALRT. This research applied qualitative data collection and analysis using both primary and secondary sources. Primary data was collected through interviews and observations of the researcher. Secondary data include survey of empirical literature, documents relevant to the contract and other sources. The respondents for the interview were purposely selected to gather relevant data about the performance in terms of customer service and knowledge transfer. The findings of the research indicated that the performance targets with respect to customer service are not all achieve. However, the targets set for training and development was achieved as per the contract. The research also forwarded major findings and recommendations indicating limitations and future research areas
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Keywords
Outsourcing, Outsourcing Life Cycle, Key Performance Indicators (KPIs) Service Level Agreements (SLAs), Performance Measurement and Outsourcing