In 2009, the Black Book HRO industry user survey investigated over 900 contracts held by 1,622 users in mid-market sized buying organizations and businesses globally.
In order to rank the organizations, 18 key performance indicators (KPIs) are employed, scored on each respective vendor by client type and ranked on a 0–10 scale.
The economic downturn has made midsize companies more hesitant to pull the trigger on HRO, but it has not dampened enthusiasm for farming out human resources tasks. If anything, the recession seems to have whetted the mid-market’s appetite for HRO and the cost savings it can bring.
Mid-market spending on HRO climbed from $20.9 billion in 2009 to $23.7 billion this year, and is expected to reach $30.9 billion by 2013.
Table of Contents:
Survey overview 7
Key findings 7
Entertainment ITO – top honors overall 2009 7
Entertainment ITO – top vendor by function 2009 7
BLACK BOOK METHODOLOGY 11
How the data sets are collected 11
Understanding the statistical confidence of Black Book data 11
Who participates in the Black Book ranking process 12
Entertainment ITO vendor rankings and results, 2009 12
TOP 20 ENTERTAINMENT ITO VENDORS 13
STOP LIGHT SCORING KEY 14
Operational excellence of entertainment ITO 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