State of the Human Resources Outsourcing Industry 2010
Black Book of Outsourcing
December 29, 2010 100 Pages - SKU: BBDM6105593
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Introduction
The global human resources outsourcing (HRO) market activity picked up in 2010, following a slump in the overall outsourcing market in 2008 and 2009. The contract activity in the market has shown an increase in terms of the number of small deals.
Features and benefits- 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 HRO market.
Highlights
This report finds that most users of outsourced services are satisfied with the service delivered by outsourcing vendors.The providers receiving the highest rankings in the 2010 Black Book of Outsourcing survey tend to be niche players which focused on specific service areas and sectors. A larger scale of operation (in terms of revenues) did not assure a company a higher rating in customer satisfaction.The manufacturing sector accounted for the most number of contracts in 2009. However, the local governments contributed the highest aggregate contract value. This market is increasingly tending towards contracts with smaller value and focused service providers.
Your key questions answered- Which HRO service providers provide the highest levels of customer satisfaction?
- Which factors do clients consider most important when assessing satisfaction with HRO service delivery?
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- Executive Summary
- Niche players doing well on customer satisfaction
- Core HRO vendors expanding their delivery capabilities in offshore/ nearshore locations
- The US and the UK are the largest HRO markets during 2006-10
- Impressive performance by small vendors
- Focus on SME market for growth
- Increasing consolidation in the HRO market
- OVERVIEW
- Introduction
- Summary
- Methodology
- Satisfaction criteria
- Questionnaire design
- 2010 SURVEY FINDINGS: OVERALL SATISFACTION
- Overall satisfaction ranking for the HRO industry
- Overall satisfaction ranking for the RPO industry
- Overall satisfaction ranking for benefits administration
- 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
- GLOBAL HUMAN RESOURCES OUTSOURCING CONTRACT ACTIVITY
- Overview of Datamonitor's contracts database
- Human resources outsourcing activity, 2006-09
- A changed landscape for mega HRO deals
- Large sized deals
- Improving HRO contract activity in 2010
- Manufacturing sector accounts for largest number of HRO contracts in 2009
- Manufacturing accounts for most of the HRO deals during 2006-10
- Local governments accounted for most of the TCV in 2009
- Services and banking constitute two other active markets for HRO
- Central/federal government ranked third for ACV but fifth for TCV
- Energy and utilities sector provides a major thrust to HRO activity in 2010
- Apart from the traditional hubs, only two countries were involved in contract activity in 2009
- The US and the UK were the central hubs of HRO activity during 2006-10
- The US was a major contributor to HRO activity in terms of TCV
- Canada became a leading player in terms of TCV during January-October 2010
- Convergys bagged largest number of HRO deals in 2009
- Three companies won a majority of contracts
- Three vendors consistently win contracts in the last five years
- Top five vendors account for most of the TCV
- US based players accounted for bulk of TCV
- Increasing confidence in relatively small vendors
- Annual contract value decreased across the board
- RPO deals signed during 2006-10
- Outsourced benefits administration during 2006-10
- HR OUTSOURCING GLOBAL MARKET TRENDS
- Consolidation and standardized-software platform to drive the market
- Alliances provide complementary capabilities
- Offshoring along with nearshoring continues to grow
- Restructuring is evident in European HR outsourcing market
- Vendors are increasingly focusing on SMEs for growth
- VENDOR PROFILES
- Introduction
- ACCENTURE
- Business description
- Revenue analysis
- Clients
- Major services and solutions
- Key facts
- Recent developments
- ADECCO
- Business description
- Revenue analysis
- Clients
- Major solutions and services
- Key facts
- Recent developments
- AON HEWITT
- Business description
- Revenue analysis
- Clients
- Major services and solutions
- Key facts
- Recent developments
- AUTOMATIC DATA PROCESSING
- 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
- HAYS
- Business description
- Revenue analysis
- Clients
- Major services and solutions
- Key facts
- Recent developments
- HP
- Business description
- Revenue analysis
- Clients
- Major services and solutions
- Key facts
- Recent developments
- IBM
- Business description
- Revenue analysis
- Clients
- Major services and solutions
- Key facts
- Recent developments
- MANPOWER
- Business description
- Revenue analysis
- Clients
- Major services and solutions
- Key facts
- Recent developments
- PAYCHEX
- Business description
- Revenue analysis
- Clients
- Major services and solutions
- Key facts
- Recent developments
- RANDSTAD HOLDING
- Business description
- Revenue analysis
- Clients
- Major services and solutions
- Key facts
- Recent developments
- XCHANGING
- Business description
- Revenue analysis
- Clients
- Major services and solutions
- Key facts
- Recent developments
- APPENDIX
- Methodology
- Further reading
- Ask the analyst
- Disclaimer
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