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The 2009 Black Book of Outsourcing client experience survey investigated a subset of over 460 technology and application outsourcing contracts held by 68 of the top suppliers of SCM.
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
For 2009, trust, innovation, customization and reliability are the most important attributes influencing SCM ITO client satisfaction with outsourcing providers.
Key finding: vendor dissatisfaction is uncommon in the SCM outsourcing industry among top ranked suppliers
Strong dissatisfaction is uncommon in this niche ITO sector, occurring in only 5.9% of SCM outsourcing clients.
US clients are among the most satisfied, with SCM outsourcing services delivery averaging 90.7%, and with 2009 projects delivered from North American and European based suppliers.
European clients served by European technology vendors were the most satisfied (93.8%) geographic sector, matching clients' experience with vendor delivery.
Stronger dissatisfaction was more commonly reported from engagements with offshore outsourcing vendors. Specifically, smaller (fewer than 20 clients) offshore/Indian suppliers received poor responses: 22% of all surveyed SCM clients were at least mildly dissatisfied with the delivery of ITO services from offshore.
Key finding: comprehensive services vendor arrangements from a comprehensive/end-to-end SCM ITO vendor produce the highest satisfaction rates
Vendors offering comprehensive ITO ranked highest in the overall survey by clients. SCM clients showed significant preference for vendors who are capable of offering more extensive service lines, once satisfied with initial application projects.
Survey overview 6
Key findings 6
SCM ITO – top honors overall 2009 6
SCM ITO – top vendor by function 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 9
SCM ITO vendor rankings and results 2009 9
TOP 20 SCM ITO VENDORS 10
STOP LIGHT SCORING KEY 11
Operational excellence of SCM ITO vendors 11
OVERALL KPI LEADERS 16
Top score per individual criteria 16
Outsourcing vendors with most #1 individual criteria scores 17
INDIVIDUAL KEY PERFORMANCE 18
Orbys consulting 37
Northrop Grumman, Sercom Solutions, IBM Global, Dell-Perot Systems, Capgemini, Tata Consultancy Services, Cognizant, Infosys, Accenture, EDS - HP, Oracle, HCL Tech, Unisys, ACS, Hexaware, Wipro, Mahindra Satyam, Horizon Services, Ness, Freeborders
To order this report:
Contact: Nicolas Bombourg
Intl: +1 805-652-2626