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In 2009, the Black Book KPO investments industry user survey investigated over 182 contracts held by 740 of the top spending brokerages, investment banks, capital markets and financial conglomerate corporations globally.
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 findingsKey finding: most important customer satisfaction KPIsCustomization, integration/implementation and vertical expertise are the most important attributes influencing KPO investment clients'' satisfaction with their 2009 outsourcing providers.Key finding: vendor dissatisfaction is uncommon in the KPO industry among top ranked suppliersStrong dissatisfaction is uncommon in this niche KPO sector, occurring in only 2.6% of hedge fund industry client types, 2.9% in investment banking clients, and 3.8% in equities research clients globally.UK and US clients are among the most satisfied with KPO services delivery. Strong dissatisfaction with offshore outsourcing vendors was less than 6.3% of all surveyed clients with 2009 projects.Key finding: comprehensive services vendor arrangements from a comprehensive/end-to-end KPO investment vendor produces the highest satisfaction ratesSingle vendors offering comprehensive research services to corporate clients ranked highest in the overall survey by clients.
Table of Contents:
INTRODUCTION 5SUMMARY 6Survey overview 6Key findings 62009 KPO investment industry – top honors overall 62009 KPO investment industry – top vendors by function 6BLACK BOOK METHODOLOGY 8How the data sets are collected 8Understanding the statistical confidence of Black Book data 8Who participates in the Black Book ranking process 9KPO investments vendor rankings and results 2009 9HIGH GROWTH KPO INVESTMENT SECTORS 10TOP 20 KPO INVESTMENT VENDORS 11STOP LIGHT SCORING KEY 12Operational excellence of KPO investment vendors 12OVERALL KPI LEADERS 17Top score per individual criteria 17Outsourcing vendors with most top individual criteria scores 18INDIVIDUAL KEY PERFORMANCE 19APPENDIX 38Orbys consulting 38Disclaimer 38
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