NEW YORK, June 1 /PRNewswire/ -- Reportlinker.com announces that a new market research report is available in its catalogue:
In 2009, the Black Book SCM industry user survey investigated over 350 contracts held by 1,400+ of the top businesses, organizations and conglomerate corporations globally.
In order to rank the organizations, 18 key performance indicators (KPIs) or criteria are employed, scored on each respective vendor by client type and ranked on a 0–10 scale per KPI.
Key finding: most important customer satisfaction KPIs
Client relationship and cultural fit and trust are the most important attributes influencing SCM client satisfaction with their 2009 outsourcing providers.
Key finding: vendor dissatisfaction is uncommon in the SCM outsourcing industry among top ranked suppliers
Strong dissatisfaction is uncommon in the enterprise SCM sector, occurring in less than 5.4% of US client types, 3.8% of UK firms, 7.0% of EMEA customers and 11.3% of international corporations report a dissatisfaction rate above the midpoint.
Key finding: comprehensive services vendor arrangements from a comprehensive/end-to-end SCM vendor produces the highest satisfaction rates
Overview of Supply Chain BPO 5
Survey overview 6
Key findings 6
SCM outsourcing – top honors overall 2009 6
SCM outsourcing – top vendor by function 2009 6
SCM outsourcing – top vendor by market cap 2009 7
BLACK BOOK METHODOLOGY 8
How the data sets are collected 8
Understanding the statistical confidence of Black Book data 8
Who participates in the Black Book ranking process 8
SCM outsourcing vendor rankings and results 2009 9
SCM GROWTH 2010–2011 10
TOP 20 SCM OUTSOURCING VENDORS 11
STOP LIGHT SCORING KEY 12
Operational excellence of SCM outsourcing vendors 12
OVERALL KPI LEADERS 17
Top score per individual criteria 17
Outsourcing vendors with most #1 individual criteria scores 18
INDIVIDUAL KEY PERFORMANCE 19
Orbys consulting 38
UPS, GXS, DB Schenker, Accenture, IBM Global, DHL, WNS, Fed Ex, Genpact, NAL Worldwide, Forte, ICT Group, PFS Web, Arvata, OHL, Infosys, RR Donnelley, Mphasis EDS, Sutherland, Wipro
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