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