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2009 Top Life Sciences Information Technology Outsourcing Vendors, Black Book Survey 2009 Results

November 2009 | 42 pages | ID: 2E2452EFE97EN
The Black Book of Outsourcing

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In 2009, the Black Book ITO life sciences industry user survey investigated over 140 contracts held by 1,200 life sciences agencies 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 0–10 scale per KPI.

Key findings

Key finding: most important customer satisfaction KPIs

Vertical expertise, innovation, customization and reliability are the most important attributes influencing life sciences ITO client satisfaction with 2009 outsourcing providers.

Key finding: vendor dissatisfaction is uncommon in the life sciences industry ITO industry among top ranked suppliers

Strong satisfaction is common in this niche ITO sector, occurring in 52.3% of all clients globally.

UK and US clients are among the most satisfied with life sciences ITO services delivery, with 79.4% reporting high vendor approval. Strong dissatisfaction with offshore outsourcing vendors was 13% of all surveyed clients with 2009 projects, significantly higher than European and US vendors, with less than 3.8% strongly dissatisfied.

Key finding: comprehensive services vendor arrangements from a comprehensive/end-to-end life sciences ITO 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

SUMMARY

Survey overview
Key findings
Life sciences ITO – top honors overall 2009
Life sciences ITO – 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
Life sciences ITO vendor rankings and results 2009

LIFE SCIENCES ITO GROWTH 2010–2011

TOP 25 LIFE SCIENCES ITO VENDORS

STOP LIGHT SCORING KEY

Operational excellence of life sciences ITO vendors

OVERALL KPI LEADERS

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

INDIVIDUAL KEY PERFORMANCE

APPENDIX

Orbys consulting
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