Reportlinker Adds Top Supply Chain Information Technology Outsourcing Vendors, Black Book Survey Results

Jun 01, 2010, 07:55 ET from Reportlinker

NEW YORK, June 1 /PRNewswire/ -- Reportlinker.com announces that a new market research report is available in its catalogue:

Top Supply Chain Information Technology Outsourcing Vendors, Black Book Survey Results

http://www.reportlinker.com/p0199258/2009-Top-Supply-Chain-Information-Technology-Outsourcing-Vendors-Black-Book-Survey-2009-Results.html

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 findings

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.

INTRODUCTION 5

SUMMARY 6

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

APPENDIX 37

Orbys consulting 37

Disclaimer 37

Companies mentioned

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:

IT Outsourcing Industry: Top Supply Chain Information Technology Outsourcing Vendors, Black Book Survey Results

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Reportlinker

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