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Datamonitor Premium Research Reports41 page (8956 word) report
published Aug 24, 2009
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| Abstract: | In 2009, the Black Book KPO Industry user survey investigated over 380 contracts held by 1800 of the top spending law firms, investment banks, capital markets and conglomerate corporations globally.
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
Customization, Integration/Implementations and Vertical Expertise are the most important attributes influencing KPO client satisfaction with their 2009 outsourcing providers.
Key Finding: Vendor Dissatisfaction is uncommon in the Knowledge Process Outsourcing Industry among Top Ranked Suppliers
Strong dissatisfaction is uncommon in this niche KPO sector, occurring in only 4.7% of Legal Industry client types, 5.5% in Investment Banking clients, and 6.0% Market Research clients globally.
UK & US clients are among the most satisfied with KPO services delivery. Strong dissatisfaction with offshore outsourcing vendors was less than 6.5% of all surveyed clients with 2009 projects.
Key Finding: Comprehensive Services Vendor Arrangements from a Comprehensive/End-To-End KPO 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: Comprehensive KPO Vendors are defined as being comprised of four surveyed functions: 14 Figure 2: Key to Raw Scores 15 Figure 3: Color-coded Stop Light Dashboard Scoring Key 16 Figure 4: Raw Score Compilation and Scale of Reference 17 Figure 5: Key Indicator Results Scoring Key 18...
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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 6
Summary 7
Methodology 9
Predicted High Growth KPO Verticals 11
Top 20 KPO Vendors 12
Top 5 KPO Vendors by Service Segment 13
Stop Light Scoring Key 14
Overview of KPI Leaders 19
Individual Key Performance Indicator Detail 22
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