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2010 Outsourcing by Large Enterprises

Black Book of Outsourcing
February 25, 2011
192 Pages - SKU: BBDM6329216

Abstract Table of Contents Search inside this report Related Reports

Introduction

The outsourcing of information and communication technology (ICT) and business process outsourcing (BPO) services by large enterprises picked up in the second half of 2010, making H2 2010 the most successful period for outsourcing activity since H1 2008.

Features and benefits

Results of the world's largest primary research project on customer satisfaction with outsourced services provided to large enterprises.
Analysis of activity by region, industry and service type in the global outsourcing market.

Highlights

The list of the best-rated ICT providers compiled using the 2010 Black Book of Outsourcing customer satisfaction survey is dominated by large-scale vendors with annual revenues more than $4bn. The top two ICT vendors are comparatively small players with annual revenues of around $200m.

In the case of BPO services, large enterprise customers ranked niche knowledge process outsourcing service providers, which also provide BPO services, on top.

Your key questions answered

Which outsourced service providers provide the highest levels of customer satisfaction?
Which factors do large enterprises consider most important when assessing satisfaction with outsourced service delivery?

Executive Summary: Large clients prefer large providers for ICT services; Small vendors outperform large providers for BPO services; Large enterprises accounted for more than 50% of global outsourcing; Number of contracts signed still low in spite of a rise in TCV; Megadeals are back in trend for large enterprises; Short- and mid-term contracts are preferred by large enterprises; Large enterprises outsourced large BPO contracts during 2008-10
OVERVIEW: Introduction; Summary; Methodology; Five-step quality assurance procedure
SURVEY FINDINGS 2010: OVERALL SATISFACTION: Overall satisfaction ranking of large service providers; Overall satisfaction ranking by large organization respondents; Population composition of respondents who ranked ICT service providers; Population composition of respondents who ranked BPO services providers
SURVEY FINDINGS 2010: PERFORMANCE CRITERIA: Overview; Requirements awareness; Shared goals; Financial benefits; Risk mitigation; Partnership approach; Problem resolution; Corporate reputation; Skills and resources; Future orientation
LARGE ENTERPRISE OUTSOURCING CONTRACT ACTIVITY: Introduction; Large enterprises accounted for more than 50% of global outsourcing by TCV in H2 2010; ACV of contracts signed by large enterprises recovering; Overview of contracting activity by large firms; TCV of large enterprise BPO contracts ranged between $576m to $4.8bn during 2008-10; Around 47% of all contracts in 2010 were awarded by telecommunications and manufacturing firms; Outsourcing by technology and media firms increased significantly during 2008-10; Outsourcing by large healthcare providers declined by 99% during 2008-10; Most of the megadeals come from the telecoms, insurance, and energy sectors; The US and Germany lead large enterprise outsourcing activity in terms of TCV; US showed marginal increase in its share of global large enterprise TCV; Germany emerged as the fastest growing outsourcer in Europe; Outsourcing by large UK and China based firms drops in 2010; Sweden: adoption of outsourcing among large enterprises grows significantly in 2008-10; Large enterprises outsourcing to established large vendors; Top vendors focused more on large deals in 2010; The top three vendors captured around 60% of the TCV in H2 2010; Atos Origin and Alcatel-Lucent among the highest gainers in 2010; No single vendor dominates the market in terms of number of contracts awarded
MARKET TRENDS: Improving data security and privacy has become a priority for large enterprises; Providers are expanding their portfolios to increase revenues from the large enterprise segment; Vendors collaborating to build cloud-based applications for large enterprises; Cloud computing expected to pick up in 2011, but will take time to establish itself; Consolidation in the IT market, creating diversified and large vendors with a multitude of capabilities; BPO players are building their IT capabilities to better serve their enterprise clients
VENDOR PROFILES: Introduction
ACCENTURE: Business description; Revenue analysis; Clients; Major services and solutions; Key facts; Recent developments
AMBA RESEARCH: Business description; Clients; Major services and solutions; Key facts; Recent developments
ATOS ORIGIN: Business description; Revenue analysis; Clients; Major solutions and services; Key facts; Recent developments
CAPGEMINI: Business description; Revenue analysis; Clients; Major services and solutions; Key facts; Recent developments
COPAL PARTNERS: Business description; Clients; Major services and solutions; Key facts; Recent developments
CSC: Business description; Revenue analysis; Clients; Major solutions and services; Key facts; Recent developments
DELL: Business description; Revenue analysis; Clients; Major services and solutions; Key facts; Recent developments
ECLERX SERVICES: Business description; Revenue breakdown; Clients; Major services and solutions; Key facts; Recent developments
GENPACT: Business description; Revenue breakdown; Clients; Major services and solutions; Key facts; Recent developments
HCL TECHNOLOGIES: Business description; Revenue breakdown; Clients; Major solutions and services; Key facts; Recent developments
HP: Business description; Revenue breakdown; Clients; Major services and solutions; Key facts; Recent developments
IBM: Business description; Revenue breakdown; Clients; Major services and solutions; Key facts; Recent developments
ICG COMMERCE: Business description; Clients; Major services and solutions; Key facts
IGATE: Business description; Revenue breakdown; Clients; Major services and solutions; Key facts; Recent developments
INFOSYS: Business description; Revenue breakdown; Major services and solutions; Key facts; Recent developments
MANPOWER: Business description; Revenue breakdown; Clients; Major services and solutions; Key facts; Recent developments
NIIT TECHNOLOGIES: Business description; Revenue breakdown; Clients; Major services and solutions; Key facts; Recent developments
OCÉ: Business description; Revenue breakdown; Clients; Major products and services; Key facts; Recent developments
PANGEA3: Business description; Clients; Major services and solutions; Key facts; Recent developments
SITEL: Business description; Clients; Major services and solutions; Key facts; Recent developments
T-SYSTEMS: Business description; Revenue breakdown; Clients; Major services and solutions; Key facts; Recent developments
TCS: Business description; Revenue breakdown; Clients; Major services and solutions; Key facts; Recent developments
THE SMART CUBE: Business description; Clients; Major services and solutions; Key facts; Recent developments
UNITEDLEX: Business description; Clients; Major services and solutions; Key facts; Recent developments
WIPRO: Business description; Revenue breakdown; Clients; Major products and services; Key facts; Recent developments
XCHANGING: Business description; Revenue breakdown; Clients; Major services and solutions; Key facts; Recent developments
XEROX: Business description; Revenue breakdown; Clients; Major services and solutions; Key facts; Recent developments
APPENDIX: Methodology; Further reading; Ask the analyst; Disclaimer

2010 Outsourcing by Large Enterprises

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