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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
2009 Top Automotive and Transportation Manufacturing ITO Vendors, Black Book Survey 2009 Results 2/1/2010 \| published by: Black Book of Outsourcing ... or criteria are employed, scored for each respective vendor by client type and ranked on a 1-10 scale per KPI. Key findings Key finding: most important customer satisfaction KPIs Vertical expertise, viability, customization, scalability and ... \| 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 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
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 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 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 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 Education ITO Vendors, Black Book Survey 2009 Results 2/1/2010 \| published by: Black Book of Outsourcing ... 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, client relationships, trust, customization and reliability are the most important ... \| 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
2009 Top Engineering Services Outsourcing Vendors, Black Book Survey 2009 Results 1/1/2010 \| published by: Black Book of Outsourcing ... or criteria are employed, scored on each respective vendor by client type and ranked on a 1-10 scale. Key findings Key finding: most important customer satisfaction KPIs Interfaces/integrations, customization, client relationship and cultural fit and ... \| more... Search inside this report	$2,500.00
2009 Top Entertainment ITO Vendors, Black Book Survey 2009 Results 2/1/2010 \| published by: Black Book of Outsourcing ... sector. The industry encompasses film and television, broadcasting, research, music, home entertainment, merchandising, digital asset management/media delivery and digital rights management clients worldwide. In order to rank the organizations, 18 key performance indicators (KPIs) are ... \| 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 FAO Tax and Audit Vendors, Black Book Survey 2009 Results 2/1/2010 \| published by: Black Book of Outsourcing ... 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 are the most important ... \| 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 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 General Accounting Outsourcing Vendors, Black Book Survey 2009 Results 1/1/2010 \| published by: Black Book of Outsourcing ... or criteria are employed, scored on each respective vendor 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 reliability ... \| more... Search inside this report	$2,500.00
2009 Top Healthcare ITO Vendors, Black Book Survey 2009 Results 2/1/2010 \| published by: Black Book of Outsourcing ... such as hospitals, integrated delivery networks, physicians, group practices and ancillary service facilities. The report employs 18 key performance indicators (KPIs) or criteria that are specific to applications development and infrastructure management ITO buyers within ... \| more... Search inside this report	$2,500.00
2009 Top Healthcare Payer BPO Vendors, Black Book Survey 2009 Results 2/1/2010 \| published by: Black Book of Outsourcing ... healthcare BPOs offering specific hospital, physician practice and payer (HMO, PPO, insurance and government agency) services qualified for side-by-side competitive analysis in this report. In order to rank the organizations, 18 key performance indicators (KPIs) ... \| more... Search inside this report	$2,500.00
2009 Top Healthcare Payer ITO Vendors, Black Book Survey 2009 Results 2/1/2010 \| published by: Black Book of Outsourcing ... in the report detail. Slices of the data fields (provided in the registration of ballot submitters) allow Black Book to also determine the top rankings among provider and payer outsourcing users, and by function and ... \| more... Search inside this report	$2,500.00
2009 Top High-Tech and ISV ITO Vendors, Black Book Survey 2009 Results 2/1/2010 \| published by: Black Book of Outsourcing ... employed, scored for each respective vendor by client type and ranked on a 1-10 scale per KPI. Key findings Key finding: most important customer satisfaction KPIs Customization, scalability, innovation and best of breed technology/quality improvement ... \| more... Search inside this report	$2,500.00
2009 Top HRO Payroll Vendors, Black Book Survey 2009 Results 2/1/2010 \| published by: Black Book of Outsourcing ... each respective vendor by client type and ranked on a 0-10 scale per KPI. Key findings Key finding: most important customer satisfaction KPIs Reliability, vertical expertise, client relations, scalability and best of breed technology are ... \| 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 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

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