2009 Top Engineering Services Outsourcing Vendors, Black Book Survey 2009 Results
In 2009, the Black Book ESO industry user survey investigated over 500 contracts held by many of the top-spending organizations and conglomerate corporations worldwide.
In order to rank the organizations, 18 key performance indicators (KPIs) or criteria are employed, scored on each respective vendor by client type and ranked on a 1–10 scale.
Key findings
Key finding: most important customer satisfaction KPIs
Interfaces/integrations, customization, client relationship and cultural fit and vendor viability are the most important attributes influencing ESO client satisfaction with their 2009 outsourcing providers.
Key finding: vendor dissatisfaction is uncommon in the ESO industry among top ranked suppliers
Strong dissatisfaction is uncommon in ESO, occurring in less than 6.4% of US client types, 8.9% of UK clients and 11.0% of international customers. US and global corporations collectively experience only a 4.7% dissatisfaction rate, a slight increase over 2009.
Key finding: comprehensive services vendor arrangements from a comprehensive/end-to-end ESO vendor produces the highest satisfaction rates
In order to rank the organizations, 18 key performance indicators (KPIs) or criteria are employed, scored on each respective vendor by client type and ranked on a 1–10 scale.
Key findings
Key finding: most important customer satisfaction KPIs
Interfaces/integrations, customization, client relationship and cultural fit and vendor viability are the most important attributes influencing ESO client satisfaction with their 2009 outsourcing providers.
Key finding: vendor dissatisfaction is uncommon in the ESO industry among top ranked suppliers
Strong dissatisfaction is uncommon in ESO, occurring in less than 6.4% of US client types, 8.9% of UK clients and 11.0% of international customers. US and global corporations collectively experience only a 4.7% dissatisfaction rate, a slight increase over 2009.
Key finding: comprehensive services vendor arrangements from a comprehensive/end-to-end ESO vendor produces the highest satisfaction rates
INTRODUCTION
SUMMARY
Survey overview
Key findings
Engineering services outsourcing – top honors overall 2009
Engineering services outsourcing – 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
ESO vendor rankings and results 2009
ESO HIGH GROWTH 2010–11
TOP
ESO VENDORS
STOP LIGHT SCORING KEY
Operational excellence of ESO vendors
OVERALL KPI LEADERS
Top score per individual criteria
Outsourcing vendors with most top individual criteria scores
INDIVIDUAL KEY PERFORMANCE
APPENDIX
Orbys consulting
Disclaimer
COMPANIES MENTIONED
QuEST Global,
Eserv-Perot,
Incat-Tata,
Larsen & Troubro,
Ranal Engineering,
Infotech Enterprises,
Geometic,
Cybergroup,
Eicher,
Continental Design,
Wipro,
Boston Engineering,
Patni,
Axis,
Rolta,
Siri Technologies,
HCL,
Hoyt Engineering,
Neilsoft,
Mahindra Satyam
SUMMARY
Survey overview
Key findings
Engineering services outsourcing – top honors overall 2009
Engineering services outsourcing – 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
ESO vendor rankings and results 2009
ESO HIGH GROWTH 2010–11
TOP
ESO VENDORS
STOP LIGHT SCORING KEY
Operational excellence of ESO vendors
OVERALL KPI LEADERS
Top score per individual criteria
Outsourcing vendors with most top individual criteria scores
INDIVIDUAL KEY PERFORMANCE
APPENDIX
Orbys consulting
Disclaimer
COMPANIES MENTIONED
QuEST Global,
Eserv-Perot,
Incat-Tata,
Larsen & Troubro,
Ranal Engineering,
Infotech Enterprises,
Geometic,
Cybergroup,
Eicher,
Continental Design,
Wipro,
Boston Engineering,
Patni,
Axis,
Rolta,
Siri Technologies,
HCL,
Hoyt Engineering,
Neilsoft,
Mahindra Satyam
