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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 Safe and Dangerous Locations 3/1/2010 \| published by: Black Book of Outsourcing ... to handle the magnitude of the human issues involved. Offshore suppliers can be reliably measured by cost savings delivered, service levels and downtime and weighted for compatibility with an organization based on customer reference checks. \| more... Search inside this report	$495.00
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
Orbys Outsourcing Trends 2010: A new decade of intelligent spending 2/2/2010 \| published by: Black Book of Outsourcing ... is separated into two sections: Key underlying trend; and Trends to watch in 2010. Scope Outlines major trends in the procurement of IT and BPO outsourcing over 2010. Explains the underlying drivers for the changes ... \| more... Search inside this report	$995.00
Accelerated Sourcing 3/22/2010 \| published by: Black Book of Outsourcing ... drivers behind the need for accelerated sourcing, as well as detailing how the process works in practice. Scope Accelerated sourcing speeds up the procurement of outsourced services. This report outlines the drivers behind the need ... \| more... Search inside this report	$995.00
Intelligent Spending: Future directions in sourcing 4/5/2010 \| published by: Black Book of Outsourcing ... them do this. Scope Highlights the key trends affecting sourcing decision making in 2010 Highlights supplier responses to client challenges Highlights In this report, Orbys consultants and analysts outline the key trends that a more ... \| more...	$995.00
Sourcing Glossary 4/29/2010 \| published by: Black Book of Outsourcing ... providers. Scope The glossary acts as a common lexicon for consultants, analysts, their customers and the providers delivering sourcing services to those customers. This is an evolving work based on what Orbys considers to be ... \| more... Search inside this report	$995.00
State of the Human Resources Outsourcing Industry 2010 12/29/2010 \| published by: Black Book of Outsourcing ... 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 ... \| more... Search inside this report	$2,500.00
2010 Leading Providers of Contact Center Outsourcing 3/22/2011 \| published by: Black Book of Outsourcing ... The public sector, which includes local/central government and defense, leads in terms of outsourcing activity, providing more than 80% of the outsourcing contracts during H2 2010. Features and benefits Results of the world's largest primary ... \| more... Search inside this report	$2,500.00
2010 Leading Providers of Desktop Management Outsourcing 3/18/2011 \| published by: Black Book of Outsourcing ... cross the 2006 levels. Features and benefits Results of the world's largest primary research project on customer satisfaction with outsourced desktop management service provision. Analysis of activity by region, industry and service type in the ... \| more... Search inside this report	$2,500.00
2010 Leading Providers of Application Development and Maintenance Outsourcing Services 4/5/2011 \| published by: Black Book of Outsourcing ... contract activity both in terms of volume (number of contracts) and value (dollar value of contracts). Features and benefits Results of the world's largest primary research project on customer satisfaction with outsourced ADM service provision. ... \| more... Search inside this report	$2,500.00
2010 Leading Providers of Outsourced Sales and Marketing Services 4/14/2011 \| published by: Black Book of Outsourcing ... satisfaction with outsourced SMO services with assessments of market activity to present a multifaceted view of the SMO outsourcing industry. Features and benefits Results of the world's largest primary research project on customer satisfaction with ... \| more... Search inside this report	$2,500.00
2010 Outsourcing in the Financial Services Sector 4/29/2011 \| published by: Black Book of Outsourcing ... FS sector. The aggregate TCV of outsourcing contracts declined since 2007, however, the number of outsourcing contracts improved in 2010 over 2009. Features and benefits Results of the world's largest primary research project on customer ... \| more... Search inside this report	$2,500.00
2010 Leading Providers of Supply-Chain, Logistics and Procurement, and Purchasing Outsourcing Services 4/21/2011 \| published by: Black Book of Outsourcing ... The growing use of IT in managing supply chains will also play a crucial role in changing the landscape of the outsourced SLP industry. Features and benefits Results of the world's largest primary research project ... \| more... Search inside this report	$2,500.00
2010 Leading ICT Outsourcers in the Travel, Tourism and Leisure Sector 5/5/2011 \| published by: Black Book of Outsourcing ... the TTL sector as consumers and businesses cut their spending on travel and hospitality. Features and benefits Results of the world's largest primary research project on customer satisfaction with outsourced ICT service provision in the ... \| 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 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 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 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 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 Financial Services and Investments Knowledge Process Outsourcing Vendors, Black Book Survey 2009 Results 1/1/2010 \| published by: Black Book of Outsourcing ... 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 ... \| more... Search inside this report	$2,500.00
2009 Top BI Data Warehousing ITO Vendors, Black Book Survey 2009 Results 2/1/2010 \| published by: Black Book of Outsourcing ... were employed, with each respective vendor scored 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, innovation, reliability and ... \| more... Search inside this report	$2,500.00

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