2009 Top Comprehensive Procurement Outsourcing Vendors, Black Book Survey 2009 Results
In 2009, the Black Book Procurement BPO Services Industry user survey investigates contracts held by 3512 of the top spending 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
Client Relationship & Cultural Fit, Reliability and Data Security are the most important attributes influencing Procurement Outsourcing Services client satisfaction with their 2009 outsourcing providers.
►► Key finding: VENDOR DISSATISFACTION IS UNCOMMON IN PROCUREMENT OUTSOURCING AMONG TOP RANKED SUPPLIERS
Strong dissatisfaction is uncommon in end-to-end procurement suppliers, occurring in less than 4.3% of US client types and 3.9% of UK Firms.
►► Key finding: PROCUREMENT SERVICES VENDOR ARRANGEMENTS FROM A COMPREHENSIVE/END-TO-END BPO VENDOR PRODUCED THE 2009 HIGHEST SATISFACTION RATES
Evidenced by the top client experience and satisfaction ranking in 2009.
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
Client Relationship & Cultural Fit, Reliability and Data Security are the most important attributes influencing Procurement Outsourcing Services client satisfaction with their 2009 outsourcing providers.
►► Key finding: VENDOR DISSATISFACTION IS UNCOMMON IN PROCUREMENT OUTSOURCING AMONG TOP RANKED SUPPLIERS
Strong dissatisfaction is uncommon in end-to-end procurement suppliers, occurring in less than 4.3% of US client types and 3.9% of UK Firms.
►► Key finding: PROCUREMENT SERVICES VENDOR ARRANGEMENTS FROM A COMPREHENSIVE/END-TO-END BPO VENDOR PRODUCED THE 2009 HIGHEST SATISFACTION RATES
Evidenced by the top client experience and satisfaction ranking in 2009.
INTRODUCTION
OUTSOURCED PROCUREMENT SERVICES
PREDICTED HIGH GROWTH PO VERTICALS
SUMMARY
METHODOLOGY
TOP 20 PO VENDORS
STOP LIGHT SCORING KEY
OVERVIEW OF KPI LEADERS
INDIVIDUAL KEY PERFORMANCE
OUTSOURCED PROCUREMENT SERVICES
PREDICTED HIGH GROWTH PO VERTICALS
SUMMARY
METHODOLOGY
TOP 20 PO VENDORS
STOP LIGHT SCORING KEY
OVERVIEW OF KPI LEADERS
INDIVIDUAL KEY PERFORMANCE
