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Black Book of Outsourcing

The Black Book of Outsourcing provides the industry’s only recognized unbiased client satisfaction resource. The Black Book Reports aim to help both customer and provider deal with the root cause of relationship issues through standard industry satisfaction measures, allowing the parties to isolate quantitative from qualitative aspects of delivery and more easily resolve problems. In sum, the aggregate customer satisfaction measurement is critical to gauge the entire effectiveness of global services outsourcing implementation and execution. Based on concrete evidence provided through The Black Book of Outsourcing, the ability to measure whether outsourcing services clients are truly satisfied or unsatisfied help’s to keep advancing the industry.
The side-by-side comparison of vendors on each of the criteria will supplement your RFP and vendor selection process like no other tool available.

List of reports from Black Book of Outsourcing

2009 Top Comprehensive Procurement Outsourcing Vendors, Black Book Survey 2009 Results 7/1/2009 \| published by: Black Book of Outsourcing ... vendor by client type and ranked on a 0-10 scale per KPI. Key Findings KEY FINDING: MOST IMPORTANT CUSTOMER SATISFACTION KPIs Client Relationship & Cultural Fit, Reliability and Data Security are the most important attributes ... \| more... Search inside this report	$2,500.00
2009 The Black Book of Outsourcing: State of the Outsourcing Industry Report 7/1/2009 \| published by: Black Book of Outsourcing ... The Satyam scandal rocked the global business community and endangered the Indian outsourcing industry with precipitous losses. But as panic subsides and dust settles, the forces driving outsourcing are as strong as ever. Buyer organizations ... \| more... Search inside this report	$798.00
2009 Top Infrastructure Management Outsourcing Vendors, Black Book Survey 2009 Results 7/1/2009 \| published by: Black Book of Outsourcing ... Outsourcing - versus -Remote Infrastructure Management Outsourcing - versus - IAAS Outsourcing suppliers face the strategic dilemma in Infrastructure Outsourcing (IO) services, caused by the convergence of 'traditional' (multinational) and offshore suppliers' value propositions, a ... \| more... Search inside this report	$5,995.00
2009 Top Document Process Outsourcing (DPO) Vendors, Black Book Survey Results 7/1/2009 \| published by: Black Book of Outsourcing ... (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 Data Security & Backup, Deployment ... \| more... Search inside this report	$2,500.00
2009 Top Finance Accounting Outsourcing Providers, Black Book Survey 2009 Results 7/1/2009 \| published by: Black Book of Outsourcing ... 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 & Cultural Fit and Trust are the most important ... \| more... Search inside this report	$2,500.00
2009 Top Remote Infrastructure Management Outsourcing Vendors, Black Book Survey 2009 Results 8/1/2009 \| published by: Black Book of Outsourcing ... Outsourcing - versus -Remote Infrastructure Management Outsourcing - versus - IAAS Outsourcing suppliers face the strategic dilemma in Infrastructure Outsourcing (IO) services, caused by the convergence of 'traditional' (multinational) and offshore suppliers' value propositions, a ... \| more... Search inside this report	$2,500.00
2009 Top Mid Tier Infrastructure Management Outsourcing Vendors, Black Book Survey 2009 Results 8/1/2009 \| published by: Black Book of Outsourcing ... Outsourcing - versus -Remote Infrastructure Management Outsourcing - versus - IAAS Outsourcing suppliers face the strategic dilemma in Infrastructure Outsourcing (IO) services, caused by the convergence of 'traditional' (multinational) and offshore suppliers' value propositions, a ... \| more... Search inside this report	$2,500.00
2009 Top Credit Card Banking Business Process Outsourcing Vendors, Black Book Survey 2009 Results 10/1/2009 \| published by: Black Book of Outsourcing ... performance indicators (KPIs) or criteria are employed, scored on each respective vendor by client type and ranked on a 0¬-10 scale per KPI. ¬¬¬ Each year, the Brown-Wilson group and Black Book Research undertake an ... \| more... Search inside this report	$2,500.00
2009 Top Training and Learning Business Process Outsourcing Vendors, Black Book Survey 2009 Results 10/1/2009 \| published by: Black Book of Outsourcing ... 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 ... \| more... Search inside this report	$2,500.00
2009 Top Professional Employer and Adminsitrative Services Outsourcing Vendors, Black Book Survey 2009 Results 10/1/2009 \| published by: Black Book of Outsourcing ... 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 Market size expertise, customization, deployment, reliability and integration are ... \| more... Search inside this report	$2,500.00
2009 Top Chinese Information Technology Outsourcing Vendors, Black Book Survey 2009 Results 11/1/2009 \| published by: Black Book of Outsourcing ... or criteria are employed, specific to infrastructure and AO buyers within the Chinese managed IT services sector, scored on each respective vendor then ranked per KPI. Key finding: most important customer satisfaction KPIs for clients ... \| more... Search inside this report	$2,500.00
2009 Top Non-Profit, Foundations and Charitable Call and Contact Center Outsourcing Vendors, Black Book Survey 2009 Results 11/1/2009 \| published by: Black Book of Outsourcing ... 48 CCOs offering specific non-profit/charitable services that qualified for side-by-side competitive analysis in this report. In order to rank the organizations, 18 key performance indicators (KPIs) or criteria are employed, scored on each respective vendor ... \| more... Search inside this report	$2,500.00
2009 Top Software Product Development and Engineering Outosurcing Vendors, Black Book Survey 2009 Results 11/1/2009 \| published by: Black Book of Outsourcing ... 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 Scalability, client adaptability, flexible pricing and ... \| more... Search inside this report	$2,500.00
2009 Top Supply Chain Information Technology Outsourcing Vendors, Black Book Survey 2009 Results 11/1/2009 \| published by: Black Book of Outsourcing ... 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 For ... \| more... Search inside this report	$2,500.00
2009 Top Life Sciences Information Technology Outsourcing Vendors, Black Book Survey 2009 Results 11/1/2009 \| published by: Black Book of Outsourcing ... 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 Vertical expertise, innovation, customization and reliability ... \| more... Search inside this report	$2,500.00
2009 Top Indian Offshore Applications Development and Management Outsourcing Vendors, Black Book Survey 2009 Results 11/1/2009 \| published by: Black Book of Outsourcing ... KPIs Customization, interfaces, reliability and deployment are the most important attributes influencing client companies’ satisfaction with their ADM outsourcing providers. Key finding: ITO infrastructure vendor satisfaction is highest among mid-market vendors Clients with annual revenues ... \| more... Search inside this report	$2,500.00
2009 Top ERP Management Outsourcing Vendors, Black Book Survey 2009 Results 11/1/2009 \| published by: Black Book of Outsourcing ... customer satisfaction KPIs Customization, interfaces, reliability and deployment are the most important attributes influencing client companies’ satisfaction with their ERP outsourcing providers. Key finding: ITO infrastructure vendor satisfaction is highest among midmarket vendors Clients with ... \| more... Search inside this report	$2,500.00
2009 Top Print and Publishing Business Process Outsourcing Vendors, Black Book Survey 2009 Results 11/1/2009 \| published by: Black Book of Outsourcing ... satisfaction KPIs Customization, interfaces, reliability and deployment are the most important attributes influencing client companies’ satisfaction with their publishing and print BPO providers. Key finding: BPO vendor satisfaction is highest among US publishers using mature ... \| more... Search inside this report	$2,500.00
2009 Top Latin American Information Technology Outsourcing Vendors, Black Book Survey 2009 Results 11/1/2009 \| published by: Black Book of Outsourcing ... participated in the 2009 client experience poll. 18 key performance indicators (KPIs) or criteria are employed specific to infrastructure outsourcing (IO) and application outsourcing (AO) buyers within the Latin American managed IT services sector, scored ... \| more... Search inside this report	$2,500.00
2009 Top Multilingual/Bilingual Call and Contact Center Outsourcing Vendors, Black Book Survey 2009 Results 11/1/2009 \| published by: Black Book of Outsourcing ... 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 Cultural fit, scalability, ... \| more... Search inside this report	$2,500.00
2009 Top Banking, Financial Services and Credit Card Call and Contact Center Outsourcing Vendors, Black Book Survey 2009 Results 11/1/2009 \| published by: Black Book of Outsourcing ... 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 ... \| more... Search inside this report	$2,500.00
2009 Top Internet Services, Media and Entertainment Call and Contact Center Outsourcing Vendors, Black Book Survey 2009 Results 11/1/2009 \| published by: Black Book of Outsourcing ... offering services specific to this industry qualified for side-by-side competitive analysis in this report. In order to rank the organizations, 18 key performance indicators (KPIs) or criteria are employed, scored on each respective vendor by ... \| more... Search inside this report	$2,500.00
2009 Top Utilities Business Process Outsourcing Vendors, Black Book Survey 2009 Results 11/1/2009 \| published by: Black Book of Outsourcing ... 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 Vertical expertise, innovation, ... \| more... Search inside this report	$2,500.00
2009 Top Supply Chain Business Process Outsourcing Vendors, Black Book Survey 2009 Results 11/1/2009 \| published by: Black Book of Outsourcing ... (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 ... \| more... Search inside this report	$2,500.00
2009 Top Energy Information Technology Outsourcing Vendors, Black Book Survey 2009 Results 11/1/2009 \| published by: Black Book of Outsourcing ... by client type and ranked on a 1-10 scale per KPI. Key findings Key finding: most important customer satisfaction KPIs Vertical expertise, innovation, customization and best of breed technology are the most important attributes influencing ... \| more... Search inside this report	$2,500.00

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