SUMMARY REPORT OF THE SURVEY RESULTS

SUMMARY REPORT OF THE SURVEY RESULTS
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The relationship between the vendor and the service providers, service quality and user satisfaction is a necessity in IT transactions. Following this, an outsourcing assessment was done to scale the quality of linkage in all exchange relationships (client vendor-relationship) in a service providing company. The methodology categorically assessed the quality service scale (C) the parent company offers to their customers, the relationship Quality scale (D) between the vendor and the company and the user satisfaction (E)customer is satisfied with the services provided. For the company to reach its final decision, it used three criterions. First, company rated its outsourcing services by determining the macro and micro environment that influence the vendors’ performance. Secondly, rating of individual components of quality service delivery, quality of relationship and user satisfaction level on a scale of 4 (1. Strongly Disagree, 2. Disagree, 3. Agree, 4. Strongly agree). Thirdly, composite rating was done by Outsourcing Control Committee (OCC) and deliberation assigned to the three components that help in reaching a final decision. OCC (compliance department, Finance Department, office management department, Asset Management department, Wealth Management department and Investment Banking department) scaled and rated the performance between service providing company and the users using individual assessment.
APPENDIX C—SERVICE QUALITY SCALE
Computing and information Technology services
According to all the assessment departments, service provider provided IT services as stated in the contract and had up to date hardware and software. From all reports individuals reviewed the contract to ascertain hardware and software updates and asses the criteria within the area of operation. Compliance, Office and Finance department reported that the service provider had the tools necessary to operate finances and comply with policies and procedures. IBD reported services provided were maintained according to UBS and ID global policies.
Reliability
All the departments reported commitment of the service providers to offer sincere services without delay. GAM and IBD confirmed support of hub locations as the contract required.
Responsiveness
The service providers informed users on the services to be performed and gave the services promptly. WM however reported one case where several attempts were made to reach a competent person to solve the problem while GAM and IBD indicated strong responsiveness.
Assurance
The service providers were knowledgeable on what they needed to do and gave the users confidence and assurance of enhancement services where appropriate creating a sense of safety to users. The results were affirmed by all departments.
Human resources consulting services
The service provider provided advisory services to UBS and KSA on produ...