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Datamonitor Premium Research Reports44 page (11040 word) report
published Jul 01, 2009
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| Abstract: | In 2009, the Black Book Document Process Outsourcing Industry user survey investigates over 300 contracts held by eleven hundred DPO users. By 2009 survey close, the number of respondents increased over
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
Data Security & Backup, Deployment & Outsourcing Implementation and Reliability are the most important attributes influencing DPO client satisfaction with their 2009 outsourcing providers.
?? KEY FINDING: VENDOR DISSATISFACTION IS UNCOMMON IN THE DOCUMENT PROCESS OUTSOURCING INDUSTRY AMONG TOP RANKED SUPPLIERS
Strong dissatisfaction is uncommon in the DPO sector, occurring in less than 3.74% of diverse industry and niche clientele.
UK & US clients are among the most satisfied with DPO services delivery. Strong dissatisfaction with offshore outsourcing vendors was measured 8.4% of all surveyed clients with 2009 relationships.
?? KEY FINDING: COMPREHENSIVE SERVICES VENDOR ARRANGEMENTS FROM A COMPREHENSIVE/END-TO-END DPO VENDOR PRODUCES THE HIGHEST SATISFACTION RATES
Single-vendors offering comprehensive research services to services corporate clients ranked highest in the overall survey by clients.
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| Brief Excerpt: | ...Figure 1: Functionalities in highest demand for DPO in 2009-2010, as reported by current users 10 Figure 2: Percentage of Documents Stored/Managed with Outsourcers by Vertical 11 Figure 3: Progressive service lines emerging over the next five years 12 Figure 4: 2009 Top 3 Drivers for acquiring DPO 13 Figure 5: Comprehensive DPO Vendors are defined as being comprised of six surveyed functions 21 Figure 6: Color-coded Stop Light Dashboard Scoring Key 22 Figure 7: Raw Score Compilation 22 Figure 8: Key performance Indicator Results Scoring Key 25...
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| Report Type: | Black Book Surveys
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| Industry(ies): | Diversified Services
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| Free Sample: |
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| Format: | | PDF |  |
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| Table of Contents: | Introduction 2
DPO & Managed Print Services 3
DPO Industry Overview 4
Predicted High Growth DPO Verticals 5
Summary 8
Methodology 9
Top 20 DPO Vendors 11
Stop Light Scoring Key 13
Raw Scores and Means 15
Overview of KPI Leaders 16
Individual Key Performance Indicator Detail 19 |
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