1. IntroductionThe Royal Bank of Scotland (RBS) is one of the world's international banks. RBS is a bank offering personal banking, investments, wealth management, loans and commercial banking services from RBS Malaysia. So, to ensure that all transactions have taken place, they need to verify all transactions by logging into their personal account. They can also apply or verify their account through the website, email or simply call the bank's call center or hotline. These RBS are now open in many countries around the world. This allows the bank to maintain good relations with other countries. Nowadays, technology is evolving rapidly. RBS is also improving its banking technology. As an example. RBS has created a website. This website can control the relationship between the bank and its customers. To improve their relationship, the website will create a forum or site for the customer to easily give their opinion, suggestion or share the problem they are facing while using the RBS bank account. As an international bank, it needs to improve its products and services or technology to achieve customer stratification. Customers also need to have confidence in using RBS. Competitive advantage means a company's ability to create value in a way that its competitors cannot. Outsourcing is a business strategy that shifts certain functions, activities, processes and decision-making responsibility from an organization to external providers. This outsourcing is done by negotiating contractual agreements with a supplier who takes responsibility for the quality, customer service, production process and people management of the function. Thus, to enable organizations to focus on their core business and create a competitive advantage, the organization must resort to outsourcing. Outsourcing is used to reduce operational costs. However, outsourcing has shortcomings or disadvantages such as quality risk, service quality, language barriers, labor issues, and legal compliance and security.2. Summary of the ProblemThe Royal Bank of Scotland or RBS is a large international banking and financial services company. RBS has servers for over 30 million customers across the UK, Europe, the Middle East, America and Asia. RBS is open in many countries around the world. RBS is a bank that offers bank accounts, personal banking, online banking, savings, credit cards, loans and more. According to Hannah Furness' article, RBS has an IT glitch that is preventing millions of customers from accessing their accounts.