Effectiveness and profitability of Virtual Personal Assistant model in the banking sector in the UK

This content provides an in-depth analysis of the effectiveness and profitability of Virtual Personal Assistant model in the banking sector in the UK. It includes a literature review that examines the influence of outsourcing projects on the selected organisational types and the advantages and disadvantages of outsourcing projects in the organisation and its stability as well as credibility to expand into a product that can be utilised in larger companies as well. The content also includes research methodology, results and discussion, conclusion, and recommendation.

Dissertation - effectiveness and profitability
of the “Virtual Personal Assistant
(PA)model” inus on Human Resources
(approaches like motivation, couching,
recruiting etc the banking sector in the UK

Table of Contents
CHAPTER 1: INTRODUCTION....................................................................................................3
Background of the topic.........................................................................................................3
Research aim..........................................................................................................................3
Research objectives................................................................................................................3
Research questions.................................................................................................................4
Research rationale..................................................................................................................4
Value of the research..............................................................................................................4
Structure of the report.............................................................................................................4
LITERATURE REVIEW................................................................................................................6
Examine the influence of outsourcing projects on the selected organisational types?...........6
What are the advantages and disadvantages of the outsourcing projects in the organization and
its stability as well as credibility to expand into a product that can be utilised in larger
companies as well?.................................................................................................................7
What is the position and credibility of an organization owing to the outsourcing projects in
project management?..............................................................................................................9
RESEARCH METHODOLOGY...................................................................................................11
RESULTS AND DISCUSSION....................................................................................................17
Introduction..........................................................................................................................17
Summary...............................................................................................................................21
CONCLUSION..............................................................................................................................22
RECOMMENDATION.................................................................................................................24
REFERENCES..............................................................................................................................27

CHAPTER 1: INTRODUCTION
Background of the topic
Virtual assistant is defined as the self-employed worker who is specialised in
administrative services to clients from remote locations. This is a software agent which can
perform different task in which business objectives can be satisfied (Yang and Lee, 2019). Using
virtual assistant different automation devices can be instigated within the workplace so that
critical business decision is taken in appropriate manner. In the context of banking industry this
has been analysed that using virtual assistant administrative decisions can be taken. For banking
industry using such technology assistance can be given to customers so that easy access can be
made by the customers.
The current research report is related with assessing the effectiveness and profitability of
the business in respect of using Virtual Personal Assistant in their organisation. The study is
going to examine the impact of outsourcing projects into the domain of project management
(Knote and et. al., 2019). With the help of effective outsourcing projects to virtual assistants, this
will lead into earning of higher profits by the organisation in which different challenges by the
organisation can be mitigated in terms of customer satisfaction and customer service. The
banking industry is directly related with interacting with customers so that using virtual assistant
the organisation may understand needs of their customers in appropriate manner.
Research aim
To assess the effectiveness and profitability of the “Virtual Personal Assistant
(PA)model” in the BANKING SECTOR in the UK. A study in HSBC
Research objectives
 To analyse and investigate the influence of outsourcing projects on the selected
organisational types.
 To distinguish between the advantages and disadvantages of the outsourcing projects in
the organization and its stability as well as credibility to expand into a product that can be
utilised in larger companies as well.
 To investigate the position and credibility of and organization owing to the outsourcing
projects in project management.

Research questions
 Examine the influence of outsourcing projects on the selected organisational types?
 What are the advantages and disadvantages of the outsourcing projects in the
organization and its stability as well as credibility to expand into a product that can be
utilised in larger companies as well?
 What is the position and credibility of and organization owing to the outsourcing projects
in project management?
Research rationale
The major rationale behind this research is to examine the information related with
Virtual assistant and their role with the organisation in respect of customer engagement and
business performance (Honig and Oron-Gilad, 2018). The research is based on banking industry
so by executing the current research the researcher will be able to gather knowledge in respect of
the method in which virtual assistant can be used in the organisation for increasing organisational
functions and capabilities. This is cost effective method so that can be used by banking industry
in order to manage all the business dimensions. The current research is based on dual perspective
of the researcher such as personal and professional. In the respect of personal perspective the
researcher will develop different skills within research such as communication skills, research
skills and many other (Shareef and et. al., 2018). Whereas in terms of professional perspective
the current research would lead into providing assistance to the researcher in which future
researches can be carried out by the researcher in most appropriate manner.
Value of the research
The current research is of high value which means that the research is going to contribute
to the organisation in such a manner that they can instigate virtual assistant in their organisation
so that to meet business objectives (Amin, 2016). Using information from the current research
different organisation can be encouraged in order to use virtual assistant in their organisation so
that to deal with their customer's needs and demands.
Structure of the report
In this section researcher identify the chapter which were conducted in the above investigation so
that readers can know about the section which will be covering in the research. This part in short

provide short summary of the parts of the whole dissertation. Chapters which are covered in the
investigation are as follow:
Introduction: This is the very first chapter in the dissertation which holds very important
part. This section provides the all the detailed information which is necessary for conducting the
overall investigation in right manner. This part shows the research aim and objectives on which
the total investigation is carrying on. The components which are included in this part are as
research aim, objective, research question, background on the topic and company, resech
rational, importance of the study and many more. In short this section tells about the importance
of the study and why the project is being carried out.
Literature review: The second chapter of the dissertation is literature review which
assist in collecting the secondary information for the topic. This part address the research
question so that detailed knowledge on the selected topic can be acquired. The main advantage of
literature review is to understand the study by enhancing the knowledge of the researcher so that
past research gap can be knowing. The information which is used in this is gathered from various
secondary source which are books, journal, online site and many other.
Research methodology: One of the vital chapter of the dissertation is research
methodology. In this chapter various method and strategies are chosen by the investigator in
order to gather and analyses the information in right manner. Research methodology is one of the
systematic process which helps the investigator to acquire exact data as per the topic. This
section also justifies the reason behind choosing the approach, philosophy, strategy, research
choice etc.
Data analysis and finding: Next important chapter of the dissertation is data analysis
and finding chapter. This section is vital because in this part all the collected raw data is being
measured so that beneficially information for the study can be obtained. Data analysis is the
technique through which aim and objective are attained by evaluating the gathered facts and
figures of the topic.
Conclusion and recommendation: The last chapter of the research project is conclusion
and recommendation. This chapter provide the short summary of the overall investigation so that
conclusion of the study can be gained. In this section researcher also suggest some ways or
approaches which can be used by the organisation or the industry as per the study.

LITERATURE REVIEW
Examine the influence of outsourcing projects on the selected organisational types?
As per the perspective of Fedorova (2021), outsourcing projects generally means when
bank hires third party to handle their task and perform business operation and provide services
for company. The major reason for outsourcing is to cut the cost and also it helps in releasing
capital for investment in business. There are various best practices in outsourcing projects such
as building relations between key managers, defining clear project scope and schedule, taking
portfolio seriously and many others. Through outsourcing projects, bank no needs to hire more
employees to perform their function and operational activity. When bank outsource the projects
they have to pay to contractors which allows them to avoid brining new employees within
workplace and saves their money. The money of bank saves as they don't need to provide
training to its employees which also helps in reducing the time. Outsourcing projects influence
bank by offering them access to large talent pool. Outsourcing project creates an impact on the
bank by lowering their labour cost as they don't need to hire highly skilled employees within
workplace as outsourcing allows bank to gain expertise employees with right cost that can
contribute their productive outcomes in accomplishing bank work (Dibbern and Hirschheim,
2020). Due to the regulatory framework, bank faces various challenges such as financial
reporting, issues of capital and corporate governance requirements. There are various benefits
which can be availed by bank due to outsourcing projects such as accelerating in digital and
technology adoption, push to up skill talent, increase in strategic partnership and diversification
in delivery footprint. Outsourcing projects mainly includes trained processors with accumulative
knowledge so that they can originate and fund more loans and bring stability within bank. It also
involves highly skilled team that helps in managing the excessive task which helps in giving
relief to the lenders like bank as they delegate excessive work to other company or people.
Outsourcing projects also helps lenders and brokers to adapt the new generation of home buyers
and manage their unique demands. They mainly focuses on making their customer feel satisfied
by keep strong relationship with them due to which customer give excellent ratings. Outsourcing
project is increasing rapidly as it helps in reducing cost and also strategic aims can be achieved
in effective and efficient manner. The impact of outsourcing project can be seen across the
business activity of bank, specific operation and contract function.

As per the view of Gurevich and Sacks (2020), in the globalisation market, the outsource
of labour to another country is natural which helps organisation and financial institutions in order
to derive costs for maximising their profits. There are many countries in the world where many
of skilled workers can perform the task in low cost that domestic worker conduct in higher cost.
This makes every organisation encouraged in order to sent that particular job abroad in order to
work effectively in low cost and helps in earning more profit. In the context of UK bank, there
are many jobs which are outsourced by them from another country in order to work effectively
and help them to operate their business in better manner. With the help of outsourcing, company
helps in providing employment to the skilled workers of another country and help in improving
the economic growth of particular country. Outsourcing project refers to the most effective
business strategy that helps in allocating labour in their most effectual and efficient use. This will
help in lowering the cost of production of the product and service of the company which help in
offering low cost product and service to the customers. This strategy is also effective for
attracting the most of customers towards their brand and operate their business in better manner
Many banks of UK are engaged in outsourcing their project which helps in providing better
service to their customers and gain maximum profit. Despite from these benefits, there are some
intended negative consequences that an organisation faced while outsourcing their project from
another country (Prajapati, Kant and Tripathi, 2020).
What are the advantages and disadvantages of the outsourcing projects in the organization and its
stability as well as credibility to expand into a product that can be utilised in larger
companies as well?
As per the view of Huber, Dibbern and Fischer, (2020), outsourcing is defined as the
common practice of acquiring out different functions and processes of business to the third party
suppliers. This helps the companies in maximising their rate of profitability by reducing the
overhead costs related to the business and its products. It is important for the company to
consider every element important as it helps in delivering the results in an effective and efficient
manner. There are several advantages and disadvantages of outsourcing the projects of an
organisation and are defined below:
Advantages of outsourcing projects:
 Low cost of labour – By outsourcing the projects to the third parties helps in lowering
the cost of labour because employees of the company focus on their own roles and

responsibilities in an effective manner. This is considered as the most cost effective
methods instead of buying a new equipment, relocate and change processes.
 Larger pool of talent -Outsourcing the operations of the company to the third party
helps in employing talented employees from other countries or other companies on
remote basis for performing the work in an effective way.
 Increased efficiency of employees – Shifting the projects or work to other companies
helps in increasing the efficiency and knowledge of existing employees and results in
gaining high productivity and performance in the competitive business market.
Outsourcing project allows the company in narrowing the cost of budget to specific
invoices and reports requested from the particular contractor.
Disadvantages of outsourcing projects:
 Limited flexibility and control – When the company outsource their projects to another
company, they loose their control over them and face rigid contract related agreements.
The company will have less control on procedures, protocols, scheduling, hiring practices
and software (Shan and Tang, 2019).
 Decreased morale of employees – Outsourcing might effect the operations of the
business and its working culture which results in decreasing the morale of employees. In
case employees do not understand the need for project outsourcing than they may feel
replaced by the company. This also makes other employees frustrated as the structure if
workflow more complicated, especially if the other company follows different time zone.
 Decreased security and safety – Outsourcing within the organisation make the security
and safety of data in risk as other company also know about the process of working and
their important data. Outsourcing used different sites to carry on the work and this is done
by connecting and sharing information through technology and can lead to the risk of
getting data leaked.
 Conflict among employees – Projects often lead to increase conflicts among employees
of the company as the other employees do not share the same values, culture and
priorities. It creates the working structure weak and this results in decreased growth and
profitability in the highly competitive market.

In the opinion of Newton (2019), outsourcing is describes as practice in which an
organisation hired a third party usually from another country in order to perform their task,
provide service for them or handle their operations. While using outsourcing of project, there are
numerous of benefits that an organisation can gain from product development to sales and
marketing. Outsourcing allows banks to hired third party from another country in order to earn
more profit and provides several benefits to their customers in order to operate their business in
better manner. It will also provides stability as well as credibility that help company to expand
into a product in order to gain several benefits from it.
What is the position and credibility of an organization owing to the outsourcing projects in
project management?
As per the opinion of Kerzner (2019), when an organisation is working with an
outsourced of project, a project needs to focus of numerous issues simultaneously in order to
operate their business. The project manager need to render the project remotely, ensure efficient
communication as well as keep focus on the used resources of the project. They are responsible
for preventing, tackling as well as resolving an issues without breaking the deadlines while
outsourcing the project of their organisation. They also play the role of facilitator, mentor,
teacher as well as problem-solver for the team. While outsourcing the projects in project
management, the position of the company is too high in order to make their project manager who
outsourced the organisation work required to perform according to their expectation. The
outsourcing of project help company in order to offer their better products and service in low
price to their potential customers which helps company in order to increase their credibility.
There are many others benefits that an organisation can while outsourcing their project. It allows
company to hire highly skilled and experienced employees from another country in order to
conduct their task. The outsourced employees are work with the many industries and they know
what the customers which helps organisation to increase their sales by providing better service
through outsourcing. In an outsourcing organisation, the project management team is largely
enough in order to allow their customers to find a project management that has the effective
skills in order to deliver their project in better manner (Diestre, 2018). The other benefit that an
organisation gain while outsourcing their business in efficient team as well as resource
management. The outsourcing project management team that conduct certain job of another
organisation consist efficient team that are highly skilled and experienced in order to conduct

their task in better manner. The outsourced project management shares the location, time zone,
language as well as corporate culture of their development team. An outsourced project
management team also knows each member in well manner in order to understand their strengths
and weaknesses which helps in efficiently use their team's skills in order to deliver the project on
time. The project management optimised their workload of their team as well as managed certain
existing task to ensure the team are capable in order to handle new features without involving the
additional specialists. This refers to the method that make project management to save the budget
of their customers while meeting the deadlines. Another advantages that gain by the company
while outsourcing their particular task and project is to save their customers' time at the time of
development. The time of the project management takes in solving the small issues as well as
managing the daily activities. When an organisation outsourced their project management which
help project management team of the company to focus on the internal business activities in
order to operate their business in better manner.
According to the view of Shastri, Hoda and Amor (2021), outsourcing describes the
practice of a business in which they contract with an outside party in order to take of their certain
tasks instead of hiring new staff or assigning their task to their existing staff. This refers to the
most popular methods that help company in order to lower their operational costs as well as
streamline their operations and handle their crucial functions in properly. Every size of
businesses can use outsourcing in order to help their company in order to grow as well as expand
their business while keeping their expenses as low as possible. This makes important for an
organisation to analyse the position and credibility while owing their outsourcing their project
within project management. The position of the company is too high and important for the
outsourcing team in order to understand their expectation what they want in order to conduct the
particular task in better manner. This will also make company credible in order to provide better
service to their customers accordingly. With the help of outsourcing of project, an organisation
not only provide better service to their customers but also gain several benefits from it (Modak,
Ghosh and Pathak, 2019).

RESEARCH METHODOLOGY
Research Methodology is define as the term of investigations which is analysis by piece
of research that helps to identify that how data will gathered and investigators, what techniques
they will used to analysis the information of the topic (Dion, and et.al., 2020). Research
methodology is the concept to complete the overall investigation in scientific and effective way.
It is helps to identify and analysis the overall information about the chosen topic. Research
methodology helps the investigators to provide the accurate data and information about the topic.
Research aim and objectives will be achieve with the helps of research methodology which
provides valuable information to the society. This section also used by the readers of the
investigators which helps them to gather the reliability and validity of investigation. It is
necessary to understand that overall information and data will be clear and justified because
aims and objectives of the research can be achieved in effective manner. Research Methodology
divided into many part to analysis and collect the information about the investigation. These
parts helps to analysis the information in sub parts which helps to collect the accurate data and
information (Goodman, and Marshall, 2018). In the current dissertation this section is very
vigorous as the overall validity and reliability of the research depends upon the form of data
gathered and analysed by the investigator. With the help of this part total rationality of the
gathered data is being understand which helps the researcher to bridge the gap of the past
research in valuable form. Research methodology is also important part because it helps in
addressing the research problem in exact manner. Aims and objective of the research project is
being attained with the assistance of the methods used in the investigation. In the above
investigation various methods, tools, and choices are used to gather exact information for the
selected topic. The overall data of the research can be achieve with the help of methodology
where it is necessary to put the right data and techniques. There are some different types
approaches which is helps to analysis the information of the research which are given below-
Research philosophy: It is the term which is defines as the set of framework which
helps to guide that how the research will be conducted and how it should be analysis and gather
from the social world. Research philosophy is important because it helps in understanding the
social world and the situation which is prevailing in the society in valuable manner. It is crucial
to identify the society assumption because it helps carrying out the investigation as per the
prevailing situation of the community. In other words, Research philosophy is an important term

of research methodology which is used to analysis and gather the information to understand the
community data. There are three types of philosophy which helps to attempt the accurate data
which includes positivism, interpretivism and realism. These philosophies are positivism,
interpretivism and realism. Positivism philosophy is the process of gathering quantitative data to
recognize the society thoughts. Interpretivism is the philosophy which uses qualitative data to
understand the social world and realism is the mixture of both positivism and interpretivism
philosophy. These three categories of philosophy recognise in the society as valuable manner. In
the following research, researcher has been taken the realism philosophy which helps to get the
objective as well as subjective data which is used to determine the social world in generalized
manner (Gruszczyński, 2018). Positivism philosophy is one of the most vital concept which is
used to investigation the numerical information. This philosophy helps to collect the latest
pattern which is recognised as in valuable manner. The main advantage to use interpretivism
philosophy is that subjective information for the topic can be extracted which helps in understand
the society in deeper manner. Both the philosophies help the investigator to carry out
investigation in depth way so that right phenomena can be used for the society.
Research approach: It is referring to the process of planning which is used in various
steps to analysis the assumptions which is made by the investigators. Research approach is the
important part of research methodology which address the problem of the research to attempt the
aims and objective in right and effective manner (Halaweh, 2018). problem of research is
considered with the help of theories and hypothesis which helps to maintain the distinct between
the point. There are two types of approaches which includes inductive and deductive. These
approaches helps to determine the problems and gap of the research. Research approach is the
detailed planned process to test the theories and hypothesis in order to addressed the problem for
which the research is being conducted. Deductive is the process of testing pre-defined hypothesis
in valid manner and inductive is the approach which build new theories on the basis of gathered
and analysed information. In the following research, researcher has adopted the deductive as well
as inductive approach which helps to collect the quantitative and qualitative data and testing it
with hypothesis in an effective and clear way. It is also helps to analysis the overall information
with variables in a clear term. Both the approaches will help the investigator to address their
research problem in significant manner as well as with more accuracy. In the current research

aim and objective is being accumulated with the right way as hypothesis is tested in valuable and
rational manner in investigation
Research strategy: It is refers to the blueprints that helps to analysis the overall
information in effective and accurate manner. Research methodology is the step by step process
plan which helps to provide the path of efforts and opinion of researcher. Research strategies are
used to collect and determine the information where researcher can done it in effective and
detailed manner (Maithya, Mukolwe, and Waka, 2019). Research strategy is one of the vital
components in the layer of research onion framework. With the strategies data can be acquired as
per the direction of the researcher. Strategies is important because knowing the path is very
crucial so that right data can be get as per the thought of the investigator. This also helps the
researcher to obtained what is needed instead of what that does not want by the investigator.
there are some different kinds of strategies which includes grounded theory, literature review,
survey, quality interview etc. In the following research, researcher has been select the systematic
literature review and survey strategy which helps to gather the information about the chosen
topic. Survey research strategy is use to gather the mass volume of quantitative data at the large
size. And the Systematic literature review is selected to collect the second hand data in detailed
manner and at the less cost and time. The both strategies of research helps to get more data and
knowledge about aims and objectives and helps to attempt it in right way. In survey both
questionnaire and interview is being prepared by the investigator so that both quantitative as well
as qualitative data can be acquired. With the wider data for the investigation has being gained
which aids in analysing the right information for the research project and carry out investigation
in more valuable manner.
Research choice: There are three types of research choice which are mono method,
mixed method and multi method. Mono method is the process which either collect quantitative
data or qualitative data. Mixed method is the technique which collect both type of information
for one time in the study and in last multi method also gathered both numerical as well as non-
numerical data but for more than two time for the investigation. In the current investigation
mixed method is selected by the investigator so that both quantitative as well as qualitative data
for the investigation can be gained.

It is refers to analysis that what kind of data and information is collected for the topic
and conducted to researcher to attempt in reliable and valid manner. Research choice helps to
collect to attain the aims and objectives of the research. There are two types of research choice
which includes quantitative and qualitative research. In the following research, researcher has
been selected the quantitative research as well as qualitative reserxch method. Quantitative is the
process of collect the numerical information for the topic (Kogan, Mayhew, and Vasarhelyi,
2019). The current research gets easier by the quantitative research which helps to collect the
validity of the research topic and also gathering the numerical information. This method helps to
measure the information in numbers that shows the reliable picture of the topic. It is also easy for
the researcher to read the overall information of the report. Qualitative data is the procedure of
acquiring non numerical information for the study. Non numerical information helps in carrying
out the investigation in much deeper manner. Both the method is used so that in-depth
investigation on the topic can be made and true picture can be acquired.
Time horizon: It is refers to the stage of research methodology that helps to identify that
how much time will be taken to gather and analysis the information of the report. This method
helps to complete the whole research report in incurred investing time (Lai, and Yuen, 2019).
there are two types of categories in time horizon which includes cross sectional and longitudinal
where cross-sectional refers to the short term time and longitudinal refers to the long term time
period. In the following research, researcher has been taken the cross-sectional time horizon
framework which provides many benefits to collect the overall right and detailed information of
the report in short term time. Cross-sectional time horizon also helps to collect the multiple
variables for the study in a short time. This type of time framework will help the investigator to
observe numerous variable for the study. With observing variety of variable more information
can be acquired with less time and cost. Cross sectional also helps in collecting information only
for one time so that true picture can be get and right information as per the real time can be
acquired. Cross sectional is one of the important tool to complete the entire investigation as per
the current scenario.
Data collection: It is refers to the method which helps to gather and analysis the data and
information for the chosen topic or report. This is the process to collect the information in
systematic manner. There are two types of data collection method which includes primary
research and secondary research (Lê, and et.al., 2019). this method helps to provide reliable data

and research for the investigators. In the following research, researcher has been selected the
both collection where primary research helps to gather the fresh data and secondary data refers to
collect from the third party. The following research, journal, books and online site is used to
gather information is from the secondary data.
Primary data collection is the method of extracting and analysing fresh information for
the study. Whereas secondary data collection is the procedure of gathering past published
information for the chosen topic. The main advantage of primary data collection method is
researcher only collect data without the interference of any third party. Primary data also gather
real time data which is actually present or think by the people living in the society. Using this
method provide valid information and aim and objective are also attained in valuable manner. the
disadvantage of primary data is that it is most expensive data collection method as comparison to
secondary data.
Secondary data is collected by someone as the information which is gathered is not
showing the current picture of the society. One of the advantage of this method is less cost as
well as time incurred is less. Both type of data helps the investigator to attain the aim in valuable
manner as well as carry out their investigation in appropriate manner.
Data analysis: It is refers to the techniques which helps to inspecting the right and
correct information for the facts and figures. Data analytics is the play an important term in
research methodology because it is helps to find the exact and right information of the research
(Murris, and Bozalek, 2019). There are different types of data analytics techniques which
includes content analysis, frequency distribution method, thematic analysis and so on. In the
following research, researcher has been selected the content analysis method which helps to
evaluate the quantitative information as well as qualitative information in easy and effective way.
This method helps to measure the mathematical as well as thematically data in effective way.
Content analysis method also aid the researcher to evaluate right information for their research.
Evaluation of both the information will be quite easier.
Research ethics: it is define as the collection of various content and forms which is helps
to determine and collect the data in valuable manner that is collected from the society. It is play a
vital role because it is helps to collect and gather the data information without hurting
somebody's feelings and opinion (Vasiliev, Goryachkina, and Budnikov, 2020). it is helps to
minimised the morale vicious. In the following research, researcher has been adapts ethics

research because they collect the principles and data without hurting anyone's feelings and belief.
This data collect the information from the social norms where ethic research helps to collect the
data confidently, honesty and transparency.
Research limitation: In the above research report, there are some limitations which is
faced by the researchers which includes there is lack of knowledge about the present
investigation (Tabuena, Hilario, and Buenaflor, 2021). the research problems which is
investigate by the researcher is that there is lack of knowledge about the current topic of
effectiveness and probability in the HSBC UK which creates an issue for the researcher to find
the correct information in right time. There are limited resources available which is the problems
to find and collect the information and data.
Validity and reliability: It is very important for the researcher to maintain the validity
and reliability of the research. With the help of valid research tool more valid data is collected
directly from the respondent without any third party involvement. These methods will also have
obtained in formation for the present investigation. Reliability of the data is maintained by obtain
the secondary information for authentic site and from that site only reliable data is gathered.

RESULTS AND DISCUSSION
Introduction
This chapter is associated with analysing the gathered information in such manner that
significant information can be analysed. This is one of the essential chapter within research
which helps in acquiring aligned information so that research can be executed in desired manner.
For the current research qualitative research methods are used. In the terms of the research for
managing qualitative research methods are used and information is gathered using books, articles
and different journals.
Theme 1: Influence of outsourcing projects on the selected organisational types
From the above discussion, it has been discussed that outsourcing projects is the term
where the bank hires another party or third party to faced and deals with task and assignments
and perform well for its business operation and provide many beneficial services to the
company’s growth. There are some major reasons for outsourcing projects which helps in cut the
overall cost and helps to provide capital for business investments. It has been discussed that there
are some outsourcing projects practices which includes relation between key managers, taking
portfolio seriously, identify the clear projects schedule and scope and many more (Tuo, Feng,
and Sarpong, 2019). Outsourcing projects is the term where banks don’t need any employee’s
requirement to perform for its business operation and function. It has been discussed that if the
bank outsources the project, then they should have to pay the amount to contractors for avoiding
the new employees within the banks and also helps to save the extra cost. The overall cost and
money of banks saves because they don’t have to provide employee training with this, they also
save their time. Outsourcing projects helps to provide talent pools at a large scale. Outsourcing
projects creating so many impacts on the bank which helps to reduces the cost of labour where
they don’t need the high skilled employees within the bank. It is helps to allows to gain the
knowledge of employees and motivates them to contribute their best to improve the productivity
and performance of the bank (Agarwal, and Sambamurthy, 2020). It has been discussed that
there are many challenges due to regulatory framework which is faced by the banks including
capital issues, financial reporting and governments requirement. There are some also various
benefits of outsourcing projects which is available for banks which includes technology
adoption, digital accelerating, strategic partnership, diversification footprint and skills talent etc.

outsourcing projects includes accumulative knowledge to generate more funds for loans for the
stability in the bank. It is also helps to provide high skill team which helps to manage and control
the effective task that helps in lenders to giving relief to the bank. It has been discussed that
outsourcing projects also helps the brokers and lenders to choose the new generation of homes
and manage the unique demand of buyers. It is understanding the customers satisfaction and also
helps to keep the relationship strong with customers. It is also helps to reduce the cost with
strategic plan and aims that can be achieve through in effective and efficient manner.
Outsourcing project impact helps to identify the overall business activity of the bank and also
helps to analysis its operation and function. It has been discussed that within the global market
outsourcing projects playing a vital role because it is helps to maximise the profits by derive the
cost of organization and functional institution. It has been analysis that there are still some high
skills labour and workers in the world who perform their best at the low cost. In context to UK
bank, there are many jobs and opportunities which is outsourced from another country or nation
in order to provide effective and efficient work (Kinnie, and Swart, 2020). Outsourcing is
important because it is helping the company to provide employment of another country which
are more knowledgeable and higher skilled. Outsourcing projects is the term which is refers to
the strategy for effective business that helps in access the labour at low cost and increase their
performance for effective and efficient work. It has been discussed that strategy is helps to attract
the more customers towards the brands and services which are provides by the UK banks in
engage the customers by outsourcing projects. There are some also negative impacts while
organization faced by outsourcing the projects from another country. It is not easy to outsources
the project from different country.
Theme 2: Advantages and disadvantages of the outsourcing projects in the organization
and its stability as well as credibility to expand into a product that can be utilised in larger
companies as well
From the above literature review, it has been discussed that there are some advantages
and disadvantages of outsourcing projects. Outsourcing projects is basically refers to the
practices of acquiring the different functions and process of the overall business which is process
by the third party suppliers (Singh, and Khamba, 2019). In other words, outsourcing projects is
defined as the term where projects, task or assignment is done by the third party. Outsourcing
helps to maximise the profitability rates by reduce the extra cost of business products. It is the

responsibility of business to consider the overall element and delivers the effective and efficient
result of the work. It has been discussed that there are some advantages of outsourcing which
includes low labour cost, pool talent at the large scale, increase and improve the employee
efficiency and many more. There are also some disadvantages of outsourcing which includes
there is limited control and flexibility, it is decrease the employee morale and motivation, it is
also decrease the safety and security within the banks, it creates so many conflicts among the
employees etc. outsourcing helps to provide third party and also helps to complete the work in
effective and efficient manner. It is helps to develop the production of the product which helps in
sales and marketing (Spitz, and Trudinger, 2019). Outsourcing helps to allow the banks to hired
another party from another country which helps in increase the profit and earn more benefits. It
is also helps in stability and creditability which helps the company to expand their product and
services for more benefits. Outsourcing is the term which is used to deliver the strategic planning
in orders to communicate with third party. It is also helps to improve the communication
between banks and third party. Apart from this there are also some disadvantages of the
outsourcing projects which including there is no safety and security within the banks because it
is allows to participate the third party which is not effective sources which may can harm the
bank. There is no control and flexibility in outsourcing projects which affect the overall business
operation of the banks. It is creating conflicts among employees which affect the performance of
the employee which affects on operation of the business directly. Outsourcing projects
sometimes so difficulties due to another country sourcing which affect the overall business
activity. It is also decreasing the employee morale which is not good for the company or
organization. By decreasing the employee morale and motivation then there is no effective
working and it is also reducing the overall productivity of the company. It has been discussed
that outsourcing projects has many advantages and benefits but as well as some disadvantages
also which affects the overall performance and productivity of the company. It is also helps to
reduce the cost of the labour which helps to gain more high skilled employees. Outsourcing
projects helps to provide the services which helps to handle the business operations. It is
allowing to earn more profit and benefits from another country and party. It is also helps to
provide several benefits and services which helps to provide customers needs and wants in an
effective manner (Sung, 2018). It is helps to understand the customers needs and provide
services according to them. Therefore, it is making the working structure weak which impact on

the growth and profitability of the market. There are many risks which is creating while
outsourcing the projects from another country which is not safe. There is no security in the
working process. Sometimes employees are frustrated with the workflow and start working as
the competitive situation which impact on the company performance and profitability. It has
been discussed that outsourcing affects the business operation and also change the working
culture which impact on the employees in negative manner. It is decreasing the morale of the
employees where they are not able to work with effectiveness for the company.
Theme 3: Position and credibility of and organization owing to the outsourcing projects in
project managements?
From the above literature review, it has been discussed that if an organization works with
outsources project, then it needs to be focus on the simultaneously issues which helps to operate
the business operation. The project manager should need to understand the remote projecting,
and effective communication and also helps to focus on the resources of the projects. Project
managers are responsible for the tackling, preventing and resolving the issues in a time without
breaks the deadline of the outsourcing projects (Fountain, and Langar, 2018). It has been analysis
that they play a vital role in the organization such as a mentor, teacher, facilitator and problem
solver of the team. By outsourcing the project from another country, it is increase the company
positions and also helps to work in effective and efficient manner. They are required to work
according to the expectation and performance of the organization. It is helping the company to
provide the best and better product and services at low prices to the customers which helps to
attract more customers and also increase their experience. It is also helps in increase the
creditability of the company. It has been discussed that there are many benefits and opportunities
which helps an organization to outsourcing the projects. It is helps to allow the company to hired
the best and high skilled employees from another country to complete the task in effective
manner. As per the discussion, the outsourced employees are already work with many countries
so they have experienced and many skills to work with effectiveness. As they work with many
industries so they have experienced that how to manage the customers which helps to increase
the sales and profitability of the organization. They increase their sales by providing better and
best services though outsourcing. Outsourcing projects aims to provide large teams and high
skilled team which helps to deliver the project in effective manner (Reza, and et.al., 2020). It has
been discussed that outsourcing projects management team helps to offers the many job

opportunities of another organization which helps in complete the task in effective manner.
Outsourced projects help to share the language, location, time zone and corporate culture for the
development of the team. The overall project management team of outsourced is also knowns as
the well manner team because it is helps to understand the strength and weakness which helps to
motivates the team to complete the task on a time with effectiveness and efficient manner.
Outsourcing generally describe as the practices of business which helps to contract with other
parties and hiring the staff from the another country which helps to work with effectiveness.
Outsourced project management helps to manage the project management team for the company
growth. They have to focus on the business activities to operates the business in efficient
manner. It has been discussed that; the position of the company is high because it allows the
outsourcing the team to understand the expectations of the company in order to complete the task
(Rowe, 2020). The overall discussion has been analysis that outsourcing is the term which is
used to develop for complete the task form another country employee and position the company
at the high level. It is helps to provide the services at low prices which helps to increase the
profitability and creditability of the company. It is also helps to handle the certain functions of
business operation which helps in growth of the company. Every company and business want to
expand their business and aims to reach the best position of the company at the low cost. It has
been discussed that outsourcing is necessary because its is helps to increase the company’s
position and growth.
Summary
From the above gather quantitative and qualitative information this can be summarised that for
banking industry outsourcing of their business functions would lead into developing easy access
to attaining business objectives and at the same time this would increase customer service as
well. From the secondary data collection method using books and journals this has been analysed
that within banking industry the major role of them is to satisfy financial needs of their
customers and to provide them security over their funds. So that with the help of outsourcing
different roles can be exerted by the banking organisation in terms of meeting their needs. So
outsourcing is considered as one of the major business practice which is related with providing
ease of functions and to provide ease to customer in order to access banking transactions.

CONCLUSION
From the above gathered data it is concluded that virtual personal assistant model is none of
the effective way in UK banking sector, through this they can increase the efficiency of their
work as well as enhance their profitability. In banking sector, the operation and task that they
perform are so numerous that they need to adopt the strategy of outsourcing within their
organisation. In this method they hire the third party for their operation so that variety of task can
be done and handle in smooth manner. Outsourcing projects influence the bank as it helps in
reducing the cost due to which bank can perform in better manner without wasting cost and
resources. In recent time when the competition rises and variety of service is being offered by
banking it becomes necessary for the banks to hire the third party and ensure their operation. For
this the banks also pay outsourcing fees to the contractor from whom they hire the people.
Outsourcing of the project also provide on of the vital benefit to the banking sector as they
recruit skilled employee with lower cost and with their expertise knowledge and skill they can
execute their operation and production. When bank hires employee they avail the access of
limited talented pool but with the help of outsourcing they gain talented workforce in other parts
of the world. Outsourcing projects in bank helps in streamlining the products and services, cut
cost, empower overworked and under worked resources and also add value to customer.
Outsourcing of projects create low barriers for the entry of new firm as well as increase
competition. Free markets encouraged the increased competition in the market which offers
benefits for the consumers but can negatively affects the business. Through outsourcing, new
entrants are can easily enter in the financial industry which creates competition in the market and
it affects the existing organisation in the market. The another negative consequence caused by
the outsourcing project as it erodes loyalty of an organisation. If an employee knows that their
job will be outsourced to the cheap labour of another country at any time that makes them
discouraged as well as they also lose their confidence from the organisation. It directly affects
the productivity of the workers as well as workplace satisfaction which create problem to them in
order to operate their business in better manner. Elimination of the job from the domestic
workplace is also affected by the outsourcing of the project. Outsourcing of projects create
employment in another country but it increases the unemployment rate of the domestic country.
It will affect the economic growth of the country. Due to which government imposed various
rules on the outsourced of the project that may become costlier for the organisation. Many banks

of UK are engaged in outsourcing their project which helps in providing better service to their
customers and gain maximum profit. Despite from these benefits, there are some intended
negative consequences that an organisation faced while outsourcing their project from another
country. Outsourcing of projects create low barriers for the entry of new firm as well as increase
competition. Free markets encouraged the increased competition in the market which offers
benefits for the consumers but can negatively affects the business. Through outsourcing, new
entrants are can easily enter in the financial industry which creates competition in the market and
it affects the existing organisation in the market. The another negative consequence caused by
the outsourcing project as it erodes loyalty of an organisation. If an employee knows that their
job will be outsourced to the cheap labour of another country at any time that makes them
discouraged as well as they also lose their confidence from the organisation. It directly affects
the productivity of the workers as well as workplace satisfaction which create problem to them in
order to operate their business in better manner. Elimination of the job from the domestic
workplace is also affected by the outsourcing of the project. Outsourcing of projects create
employment in another country but it increases the unemployment rate of the domestic country.
It will affect the economic growth of the country. Due to which government imposed various
rules on the outsourced of the project that may become costlier for the organisation.
There are many advantages and disadvantages related to outsourcing of the project and
some of them are described below:
Advantages
Improves efficiency- Outsourcing of project enables company to hire experts that may
not necessarily be available in their area. It provides advantages to those businesses who are
operating in smaller towns, where approach to human resource may be quite small. There are
many partners in outsourcing that are specialised in their filed work (Happonen and Siljander,
2020). Most of largest companies in the world outsource their call management project to the
provider that are specialised in their telecommunication solutions. It helps in improving the
efficiency of their business in order to earn maximum profit from it.
Reduces costs- It describes as one of the main driving force for selecting the outsourcing.
With the help of lower overhead, an organisation can effectively hire more members in low cost.
This savings is not required to change in the quality which remain the same. This will help

company to earn more profit as well as provide better service to their customers by decreasing
the cost of their products.
Disadvantages
Communication issues- The one of the major problem that an organisation faced while
outsourcing their project is communication issues. When an organisation hired another team in
another country for performing their particular job where they does not aware about them and
does not make proper communication with them in order to make them understandable about
their expectation for the particular task.
Problems with quality- When an organisation received quality according to their
expectation from the outsourcing which refers to a good thing despite from other benefits. It the
quality of their product and service is affected due to outsourcing, it affects the whole business of
the company. This will affect the trust of their customers due to which their demand decreases.
Due to this profitability and growth of the company is also get affected from this.
Security risks- When a company outsourced their project, they need to share their
personal data which cause security risk for the company in protect their data from the
unauthorised person. Due to this, their smooth operations are also get affected and it affects the
competitive growth of the company in the market.
RECOMMENDATION
With the accumulated piece of information, it is recommended to the banking sector that
they must adopt the strategy of virtual assistance in order to increase their effectiveness and
profitability as compared to their organisation. Banking sector should use this model in their
sector because it will aid them to acquire skilled workforce without incurring high cost to hire
them. in recent dynamic world this concept is gaining more importance as this aids the Banks to
carry out various task and activities in different remote location. Through this model business
activity can be performed and organisation will have satisfied by the way their virtual assistance
worked. This technology should be acquired by the banks as it will assist in performing their
operation in ease manner and also helps in satisfying their customer in large manner. If third
party in the organisation will be recruited, then this would help them in in carrying out their
service in best manner. With the help of virtual assistance as the software they can gain various
advantage which helps in performing the business function in sound manner. Some of the virtual
assistance practices which can be acquired by the banks in their sector are building strong

relationship with the key managers, define the scope of project in clear manner, taking portfolio
and many more. These all practices should help the banks in managing outsourcing project in
best way as they can do. Outsourcing of project will also help the banks to bring large pool of
talented employee in their organisation and use their skill to carry out their task. Virtual
assistance also helps the company to save their cost as no training and development is needed to
provide to the hired third party. As through the assistance of this talents are recruited by the
contractor themselves and company only need to pay the contract fee to them.
The one of benefits that an organisation can gain while outsourcing their project is they
more focus on their core activities. When the company is increasing the growth of their business
they need to outsourced their certain task in order to make their focus on important function of
the organisation which helps in operating their business in better manner. Most of the big
companies outsourced their communication service in which they help in listening the queries
and solving them, on the other hand, the organisation focus on operating their business in
successful manner. Maintaining the lower costs is another benefit that an organisation gains
while outsourcing their project in another country. There are many developing countries where
most of the skilled labours are unemployed or working in low wage rate. This creates
opportunity for the company to hire them for performing their several task in low cost in another
country which help company to decrease their labour cost that incurred in the production of their
product and service and increase their profit margin in better manner. This will help company in
provide effective service to their customers as well as increase their growth of their business in
national and global market. The another benefit that an organisation gains while outsourcing
their project is to promote growth in the market. The overhead cost of certain operations of an
organisation are too high, but the organisation wants to offer in order to satisfy their customers,
expand their business model or gain the competitive advantage in the market. This makes
organisation to outsourced their functions which helps in operating their business in better
manner as well as promote their business growth in the market. Outsourcing of project will also
help company in order to maintain their operational control. An outsourcing organisation can
often bring the better management skills to the company which helps in maintaining the
operational control in better manner. With the help of outsourcing banks can provide better and
excellent customer service to their clients which will aids in improving their market reputation in

large manner. The major purpose of outsourcing is that to make their customer feel satisfied with
the virtual technology they are opting and also building strong relationship with them.
From the above collected and analysed information it is also suggested that organisation
should hit their focus on acquiring the outsourcing service in their company so that they can
gained numerous advantage out of it. Some of the advantage that could be gained by the banking
sector with the assistance of Outsourcing as their virtual assistance model are as follow:
Increased efficiency of employee: The foremost advantage that could be gained by the
banking sector of the nation is enhanced efficiency and productivity of the employee working for
the organisation. Because with the aids of virtual assistance various ask and activities are being
shifted to third party which increase their productivity as the workload on the employee will be
reduce which would aid them to work more productively. More efficiency in the employee job
will be seen which would also help in gaining market advantage from the other rivalry banks.
Virtual model is one of the effective model for the employee in order to maximise their
efficiency and effectiveness towards their performance.
Low cost of employee: Another major advantage that can be gained by the banks after the
adoption of virtual assistance model is acquiring the labour or employee is low cost as compared
to other organisation who is acquiring this strategy in their company. With the facilitation of the
third party contractor skilled employee in the bank can be get which helps in performing their
business operation in less capital as well as in effective way.

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