2009 Top Document Process Outsourcing (DPO) Vendors, Black Book Survey Results

Date: July 22, 2009
Pages: 44
Price:
US$ 2,500.00
Publisher: The Black Book of Outsourcing
Report type: Strategic Report
Delivery: E-mail Delivery (PDF)
ID: 2A9D79A4551EN
Leaflet:

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2009 Top Document Process Outsourcing (DPO) Vendors, Black Book Survey Results
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.
INTRODUCTION

DPO & MANAGED PRINT SERVICES

DPO INDUSTRY OVERVIEW

PREDICTED HIGH GROWTH DPO VERTICALS

SUMMARY

METHODOLOGY

TOP 20 DPO VENDORS

STOP LIGHT SCORING KEY

RAW SCORES AND MEANS

OVERVIEW OF KPI LEADERS

INDIVIDUAL KEY PERFORMANCE INDICATOR DETAIL
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