2009 Top Chinese Information Technology Outsourcing Vendors, Black Book Survey 2009 Results
The 2009 Black Book of Outsourcing client experience survey investigated a subset of over 460 technology and application outsourcing (AO) contracts held by 58 of the top China-centric ITO suppliers. 18 key performance indicators (KPIs) or criteria are employed, specific to infrastructure and AO buyers within the Chinese managed IT services sector, scored on each respective vendor then ranked per KPI.
Key finding: most important customer satisfaction KPIs for clients utilizing China-centric vendors
Trust, innovation, customization and reliability are the most important attributes influencing client satisfaction with their Chinese outsourcing providers.
Key finding: vendor dissatisfaction is uncommon in the China-centric technology area, with the applications development and software testing sectors among top ranked suppliers
Strong dissatisfaction in this geographically-specific ITO sector occurred in 17.5% of first year clients, but only 5.1% of clients beyond their thirteenth month or more of contracted relations. UK clients are among the most satisfied with China-centric outsourcing services delivery, averaging 87.5% in 2009. European clients in countries other than the UK were the next most satisfied group (83.8%) of all geographic locations, matching clients experience with vendor delivery.
Stronger dissatisfaction was more commonly reported from engagements of US clients, at 12.4% from first year contracts. Satisfaction scores increased sharply in US clients beyond their first year of their contract arrangements.
Key finding: comprehensive services vendor arrangements from applications development vendors produce the highest satisfaction rates
Vendors offering comprehensive application services (development, management and maintenance) ranked highest in the overall survey by global clients. ITO clients showed significant preference for vendors capable of offering more extensive applications service lines once satisfied with initial projects.
Key finding: most important customer satisfaction KPIs for clients utilizing China-centric vendors
Trust, innovation, customization and reliability are the most important attributes influencing client satisfaction with their Chinese outsourcing providers.
Key finding: vendor dissatisfaction is uncommon in the China-centric technology area, with the applications development and software testing sectors among top ranked suppliers
Strong dissatisfaction in this geographically-specific ITO sector occurred in 17.5% of first year clients, but only 5.1% of clients beyond their thirteenth month or more of contracted relations. UK clients are among the most satisfied with China-centric outsourcing services delivery, averaging 87.5% in 2009. European clients in countries other than the UK were the next most satisfied group (83.8%) of all geographic locations, matching clients experience with vendor delivery.
Stronger dissatisfaction was more commonly reported from engagements of US clients, at 12.4% from first year contracts. Satisfaction scores increased sharply in US clients beyond their first year of their contract arrangements.
Key finding: comprehensive services vendor arrangements from applications development vendors produce the highest satisfaction rates
Vendors offering comprehensive application services (development, management and maintenance) ranked highest in the overall survey by global clients. ITO clients showed significant preference for vendors capable of offering more extensive applications service lines once satisfied with initial projects.
INTRODUCTION
Strong political support
Well-educated workforce
Mature infrastructure
Demographics
Large-scale manufacturing industry
Applications development in China
China’s top outsourcing capabilities
Highest efficiencies
SUMMARY
Survey overview
Top China-centric ITO vendors – top honors overall 2009
Top China-centric ITO vendors – top vendors by function 2009
BLACK BOOK METHODOLOGY
How the data sets are collected
Understanding the statistical confidence of Black Book data
Who participates in the Black Book ranking process
China-centric ITO vendor rankings and results 2009
TOP 20 CHINESE ITO VENDORS
STOP LIGHT SCORING KEY
Operational excellence of Chinese ITO vendors
OVERALL KPI LEADERS
Summary of criteria outcomes
Summary of criteria outcomes
Top score per individual criteria
INDIVIDUAL KEY PERFORMANCE
APPENDIX
Orbys consulting
Disclaimer
Strong political support
Well-educated workforce
Mature infrastructure
Demographics
Large-scale manufacturing industry
Applications development in China
China’s top outsourcing capabilities
Highest efficiencies
SUMMARY
Survey overview
Top China-centric ITO vendors – top honors overall 2009
Top China-centric ITO vendors – top vendors by function 2009
BLACK BOOK METHODOLOGY
How the data sets are collected
Understanding the statistical confidence of Black Book data
Who participates in the Black Book ranking process
China-centric ITO vendor rankings and results 2009
TOP 20 CHINESE ITO VENDORS
STOP LIGHT SCORING KEY
Operational excellence of Chinese ITO vendors
OVERALL KPI LEADERS
Summary of criteria outcomes
Summary of criteria outcomes
Top score per individual criteria
INDIVIDUAL KEY PERFORMANCE
APPENDIX
Orbys consulting
Disclaimer
