The Black Book of Outsourcing: State of the Outsourcing Industry 2010
Black Book of Outsourcing
September 24, 2010 201 Pages - SKU: BBDM2836989
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Countries covered: Global
Introduction
The global outsourcing market is worth in excess of $600 billion annually. This report combines primary research on customer satisfaction with assessments of market activity to present a multi-faceted view of the outsourcing industry today.
Scope of this research- Results of the world's largest primary research project on customer satisfaction with outsourced service provision.
- Analysis of activity by region, industry and service type in the global outsourcing market.
Research and analysis highlights
This report finds a high level of satisfaction among outsourced services users. The providers that received the highest rankings in the 2010 Black Book of Outsourcing survey tend to be smaller companies in the wider context of the global outsourcing market. Defense and the public sector are shown to be the largest client segments for the outsourcing
Key reasons to purchase this research- Which outsourced service providers provide the highest levels of customer satisfaction?
- Which factors do clients consider most important when assessing satisfaction with outsourced service delivery?
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- Overview
- Introduction
- Summary
- Methodology
- Executive Summary
- Outsourcing works: 83% of respondents are satisfied or very satisfied
- Customers attach the greatest importance to providers' awareness of their requirements
- KPO providers lead in terms of overall satisfaction
- Big is not best for satisfaction
- Public sector dominates spending
- The US dominates the global outsourcing market
- Annual spend on outsourcing will exceed $700 billion globally by 2013
- 2010 Survey Findings: Overall Satisfaction
- Outsourcing works: 83% of respondents are satisfied or very satisfied
- KPO firms feature strongly among the top 10
- Larger service providers rate lower for satisfaction
- The survey successfully captures the views of service users
- 2010 Survey Findings: Performance Criteria
- Requirements awareness is the most important of the nine performance criteria assessed
- Global Outsourcing Contract Activity
- The number of deals declined in H1 2010, but TCV and average contract value increased compared to H2 2009
- Defense and the public sector dominate contract signings
- Outside of the public sector, telecommunications is the largest sector for contracts by TCV
- The financial services sector accounted for only 5% of TCV signed in H1 2010
- Defense and telecoms continue to dominate signings by annual contract value
- Almost half of all outsourcing contracts are signed in the US
- 11 European countries were among the most active in H1 2010
- BRIC countries, with only 8% of contracts in H1 2010, do not reflect their hype
- Despite a surge in the UK during H2 2009, the US still dominates outsourcing in terms of TCV
- The US and the UK accounted for 76% of all global outsourcing by TCV in H1 2010
- The vendor landscape in the global outsourcing market is diverse
- US providers consistently rank highest in terms of aggregate TCV of contracts signed
- The highest annual contract value was awarded to Nokia Siemens Networks in H1 2010
- Global Outsourcing Market Size and Growth
- The IT and BPO market will exceed $700 billion by 2013
- Infrastructure-led outsourcing will grow to $305 billion by 2013
- Application-led outsourcing will grow to $329 billion by 2013
- BPO is the fastest growing market, and will reach $89.7 billion by 2013
- Global Outsourcing Vendor Shares
- The three largest outsourcers globally are diversified IT companies: IBM, HP and Fujitsu
- IBM, HP and Fujitsu hold more than 25% of the market in ILO
- Market leadership in ALO is remarkably stable among the leading vendors
- Xerox is the largest global BPO service provider
- Vendor Profiles
- Acxiom Corporation
- Adecco
- ADP
- Alpine Access
- Amba Research
- American Discovery
- Amnet
- Auriga
- BNY Mellon
- BT Global Services
- Capgemini
- CIBER
- Cognizant
- Copal Partners
- Critigen
- Dell
- eClerx Services
- Fujitsu
- GENPACT
- Google
- HCL Technologies
- Headstrong Corporation
- ICG Commerce
- iGATE
- Infosys
- Logica
- Microsoft Corporation
- Mu Sigma
- NIIT Technologies
- Nokia Siemens Networks
- OCE NV
- OneNeck IT Services
- Oracle
- Orange Business Services
- Pangea3
- Patni Computer Systems
- Rose Financial Services
- SAP
- SDD Global
- SG Analytics
- SITEL
- Stream Global Services
- TechTeam Global
- Teleperformance
- The Smart Cube
- UnitedLex
- vCustomer
- Vertex
- Xerox
- APPENDIX
- Methodology
- Further reading
- Ask the analyst
- Disclaimer
- TABLE OF FIGURES
- Figure 1: Overall satisfaction with vendors meeting minimum response requirements (2,618 respondents)
- Figure 2: Overall satisfaction with services provided, all respondents (5,937 respondents)
- Figure 3: Role of respondents in their organization's outsourcing decisions (2,904 respondents; multiple responses allowed)
- Figure 4: Word cloud of respondents' job titles
- Figure 5: Respondents' place of work (n=6,539)
- Figure 6: Respondents by location of their companies' headquarters (n=6,539)
- Figure 7: Which sector does your organization primarily operate in? (n=6,540)
- Figure 8: How many employees are there in your organization? (n=6,538)
- Figure 9: Importance of performance criteria assessed (2,664 respondents)
- Figure 10: Total contract value and number of deals, H1 2008-H1 2010
- Figure 11: Annual contract value (£m), H1 2008-H1 2010
- Figure 12: Number of contracts globally, by industry, H1 2010
- Figure 13: Total global contract value, by industry, H1 2010
- Figure 14: Annual global contract value ($m), by industry, H1 2010
- Figure 15: Number of contracts, by signing region, H1 2010
- Figure 16: Total contract value ($m), by signing region, H1 2010
- Figure 17: Annual contract value ($m), by signing region, H1 2010
- Figure 18: Number of contracts, by primary vendor, H1 2010
- Figure 19: TCV ($m), by primary vendor, H1 2010
- Figure 20: Annual contract value of contracts signed ($m), H1 2010
- Figure 21: Global ILO and support services market size and growth to 2013
- Figure 22: Global project services and ALO market size and growth to 2013
- Figure 23: Global BPO market size and growth to 2013
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