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2009 Top Supply Chain Business Process Outsourcing Vendors, Black Book Survey 2009 Results

November 2009 | 38 pages | ID: 25723A2F660EN
The Black Book of Outsourcing

US$ 2,500.00

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In 2009, the Black Book SCM industry user survey investigated over 350 contracts held by 1,400+ of the top businesses, organizations and conglomerate corporations 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

Client relationship and cultural fit and trust are the most important attributes influencing SCM client satisfaction with their 2009 outsourcing providers.

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

Strong dissatisfaction is uncommon in the enterprise SCM sector, occurring in less than 5.4% of US client types, 3.8% of UK firms, 7.0% of EMEA customers and 11.3% of international corporations report a dissatisfaction rate above the midpoint.

Key finding: comprehensive services vendor arrangements from a comprehensive/end-to-end SCM vendor produces the highest satisfaction rates
INTRODUCTION 5

Overview of Supply Chain BPO

SUMMARY

Survey overview
Key findings
SCM outsourcing – top honors overall 2009
SCM outsourcing – top vendor by function 2009
SCM outsourcing – top vendor by market cap 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
SCM outsourcing vendor rankings and results 2009

SCM GROWTH 2010–2011

TOP 20 SCM OUTSOURCING VENDORS

STOP LIGHT SCORING KEY

Operational excellence of SCM 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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