2009 Top Print and Publishing Business Process Outsourcing Vendors, Black Book Survey 2009 Results
In 2009, the Black Book publishing and print BPO client/user survey investigated over 550 contracts held by 1,888 of the top outsourced BPO spending corporations and organizations globally.
Key findings
Key finding: most important customer satisfaction KPIs
Customization, interfaces, reliability and deployment are the most important attributes influencing client companies’ satisfaction with their publishing and print BPO providers.
Key finding: BPO vendor satisfaction is highest among US publishers using mature Indian suppliers
Strong satisfaction in the offshore segment among US clients surged to 85.9% in 2009, while offshore BPO satisfaction remained strong in 71.8% of all non-US publishing clients.
Key findings
Key finding: most important customer satisfaction KPIs
Customization, interfaces, reliability and deployment are the most important attributes influencing client companies’ satisfaction with their publishing and print BPO providers.
Key finding: BPO vendor satisfaction is highest among US publishers using mature Indian suppliers
Strong satisfaction in the offshore segment among US clients surged to 85.9% in 2009, while offshore BPO satisfaction remained strong in 71.8% of all non-US publishing clients.
INTRODUCTION
Publishing and print BPO overview
SUMMARY
Survey overview
Key findings
Print and publishing BPO – top honors overall 2009
Print and publishing BPO – top vendor by geographic location of client 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
Print and publishing BPO vendor rankings and results 2009
TOP 20 PRINT AND PUBLISHING BPO VENDORS
STOP LIGHT SCORING KEY
Operational excellence of print and publishing BPO vendors
OVERALL KPI LEADERS
Summary of criteria outcomes
Top score per individual criteria
INDIVIDUAL KEY PERFORMANCE
APPENDIX
Orbys consulting
Disclaimer
Publishing and print BPO overview
SUMMARY
Survey overview
Key findings
Print and publishing BPO – top honors overall 2009
Print and publishing BPO – top vendor by geographic location of client 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
Print and publishing BPO vendor rankings and results 2009
TOP 20 PRINT AND PUBLISHING BPO VENDORS
STOP LIGHT SCORING KEY
Operational excellence of print and publishing BPO vendors
OVERALL KPI LEADERS
Summary of criteria outcomes
Top score per individual criteria
INDIVIDUAL KEY PERFORMANCE
APPENDIX
Orbys consulting
Disclaimer
