In 2009, the Black Book wealth management, asset management and financial markets industry ITO user survey investigated over 300 contracts held by more than 700 ITO users.
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 0–10 scale per KPI.
Key finding: most important customer satisfaction KPIs
Deployment and outsourcing implementation and reliability are the most important attributes influencing ITO clients'' satisfaction with their 2009 outsourcing providers.
Key finding: vendor dissatisfaction is uncommon in the wealth management ITO industry among top-ranked suppliers
Strong dissatisfaction is uncommon in the ITO sector, occurring in less than 4.0% of the diverse industry and niche clientele.
UK and US wealth management clients are among the most satisfied with ITO services delivery. Strong dissatisfaction with offshore outsourcing vendors was recorded by less than 3.2% of all surveyed clients with 2009 relationships.
Key finding: comprehensive services vendor arrangements from a comprehensive/end-to-end ITO vendor produce the highest satisfaction rates
Single vendors offering comprehensive research services to services corporate clients were ranked highest in the overall survey by clients.
Table of Contents:
Information technology outsourcing (ITO) in the wealth management, asset management and financial markets 5
Survey overview 8
Key findings 8
Wealth management ITO – top honors overall 2009 8
Wealth management ITO – top vendor by function 2009 8
BLACK BOOK METHODOLOGY 10
How the data sets are collected 10
Understanding the statistical confidence of Black Book data 10
Who participates in the Black Book ranking process 11
Wealth management ITO vendor rankings and results 2009 11
TOP 20 WEALTH MANAGEMENT ITO VENDORS 12
STOP LIGHT SCORING KEY 13
Operational excellence of wealth management ITO vendors 13
OVERALL KPI LEADERS 18
Top score per individual criteria 18
Outsourcing vendors with most top individual criteria scores 19
INDIVIDUAL KEY PERFORMANCE 20
Orbys consulting 39
The Wealth Management Market In The Gulf: Bahrain, Qatar, & The United Arab Emirates
Wealth Management Competitor Tracker, November 2009
Wealth Management Market in the Gulf: Saudi Arabia, Kuwait, Oman
Assessing the attractiveness of key APAC wealth management markets
Report On Wealth Management Market in Brazil to 2010
Wealth Management in Russia 2009