In 2009, the Black Book ESO industry user survey investigated over 500 contracts held by many of the top-spending organizations and conglomerate corporations worldwide.
In order to rank the organizations, 18 key performance indicators (KPIs) or criteria are employed, scored on each respective vendor by client type and ranked on a 1–10 scale.
Key finding: most important customer satisfaction KPIs
Interfaces/integrations, customization, client relationship and cultural fit and vendor viability are the most important attributes influencing ESO client satisfaction with their 2009 outsourcing providers.
Key finding: vendor dissatisfaction is uncommon in the ESO industry among top ranked suppliers
Strong dissatisfaction is uncommon in ESO, occurring in less than 6.4% of US client types, 8.9% of UK clients and 11.0% of international customers. US and global corporations collectively experience only a 4.7% dissatisfaction rate, a slight increase over 2009.
Key finding: comprehensive services vendor arrangements from a comprehensive/end-to-end ESO vendor produces the highest satisfaction rates
Table of Contents:
Survey overview 6
Key findings 6
Engineering services outsourcing – top honors overall 2009 6
Engineering services outsourcing – top vendors by function 2009 6
BLACK BOOK METHODOLOGY 8
How the data sets are collected 8
Understanding the statistical confidence of Black Book data 8
Who participates in the Black Book ranking process 9
ESO vendor rankings and results 2009 9
ESO HIGH GROWTH 2010–11 12
TOP 20 ESO VENDORS 13
STOP LIGHT SCORING KEY 14
Operational excellence of ESO vendors 14
OVERALL KPI LEADERS 19
Top score per individual criteria 19
Outsourcing vendors with most top individual criteria scores 20
INDIVIDUAL KEY PERFORMANCE 21
Orbys consulting 40