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2009 Top Training and Learning Business Process Outsourcing Vendors, Black Book Survey 2009 Results

October 2009 | 46 pages | ID: 24DF9F30A50EN
The Black Book of Outsourcing

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In 2009, the Black Book HRO industry user survey investigated over 400 contracts held by 216 user organizations, conglomerates and 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, innovation and trust are the most important attributes influencing LBPO client satisfaction with their 2009 outsourcing providers.

Key finding: vendor dissatisfaction is common in the LBPO industry among top ranked suppliers

Strong dissatisfaction is common in the traditional training sector, occurring in more than 8.7% of US clients in 2009, 5.9% of UK firms and 14% of international corporations collectively.

Key finding: comprehensive services vendor arrangements from an integrated LBPO vendor produces the highest satisfaction rates of vertically-focused niche suppliers
INTRODUCTION

OVERVIEW

SUMMARY

BLACK BOOK METHODOLOGY

TOP 20 LBPO VENDORS

STOP LIGHT SCORING KEY

OVERALL KPI LEADERS

INDIVIDUAL KEY PERFORMANCE

APPENDIX



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