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2009 Top General Accounting Outsourcing Vendors, Black Book Survey 2009 Results

January 2010 | 38 pages | ID: 2964C1FB074EN
The Black Book of Outsourcing

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In 2009 the Black Book general accounting user survey investigated over 1852 contracts held by 120 of the general accounting firms and companies globally.

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 per KPI.

Key findings

Key finding: most important customer satisfaction KPIs

Vertical expertise, innovation, customization and reliability are the most important attributes influencing general accounting client satisfaction with their 2009 outsourcing providers.

Key finding: vendor dissatisfaction is uncommon in the general accounting outsourcing industry among top ranked suppliers

Strong satisfaction is common in this niche services sector, occurring in 4.9% of all clients globally.

UK and US clients are among the most satisfied with general accounting services delivery with 5.2% reporting high vendor approval. Strong dissatisfaction with offshore outsourcing vendors was expressed by 8.9% of all surveyed clients for 2009 projects, significantly higher than European and US vendors with less than 15.3% strongly dissatisfied.

Key finding: comprehensive services vendor arrangements from a comprehensive/end-to-end MSS ITO vendor produces the highest satisfaction rates

Single-vendors offering comprehensive research services to corporate clients ranked highest in the overall survey.
INTRODUCTION

SUMMARY

Survey overview
Key findings
General accounting outsourcing – top honors overall 2009
General accounting outsourcing – top vendor 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
General accounting outsourcing vendor rankings and results 2009

TOP 20 GENERAL ACCOUNTING OUTSOURCING VENDORS

STOP LIGHT SCORING KEY

Operational excellence of general accounting outsourcing vendors

OVERALL KPI LEADERS

Top score per individual criteria
Outsourcing vendors with most #1 individual criteria scores

INDIVIDUAL KEY PERFORMANCE

APPENDIX

Orbys consulting
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