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2009 Top Software Product Development and Engineering Outosurcing Vendors, Black Book Survey 2009 Results

November 2009 | 38 pages | ID: 266BB51A331EN
The Black Book of Outsourcing

US$ 2,500.00

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In 2009, the Black Book client industry user survey investigated the customer experience of 2,965 of the top PDO services-spending corporations and organizations 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

Scalability, client adaptability, flexible pricing and deployment are the most important attributes influencing PDO satisfaction with providers.

Key finding: BPO vendor dissatisfaction is rare among the top 20 PDO providers

Strong dissatisfaction is uncommon in this niche technology support sector, occurring in only 2.7% of the top PDOs.

US clients are among the most satisfied with offshore PDO services delivery. Strong dissatisfaction with offshore outsourcing vendors was reported by less than 5% of all surveyed clients.
INTRODUCTION

SUMMARY

Survey overview
Key findings
Top PDO vendor – top honors overall 2009
Top PDO vendors – top honors 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
PDO vendor rankings and results 2009

PDO GROWTH 2010–2011

TOP 20 PDO VENDORS

STOP LIGHT SCORING KEY

Operational excellence of PDO vendors

OVERALL KPI LEADERS

Top score per individual criteria
Top score per individual criteria

INDIVIDUAL KEY PERFORMANCE

APPENDIX

Orbys consulting
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