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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 findingsKey finding: most important customer satisfaction KPIsDeployment 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 suppliersStrong 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 ratesSingle vendors offering comprehensive research services to services corporate clients were ranked highest in the overall survey by clients.
Table of Contents:
INTRODUCTION 5Information technology outsourcing (ITO) in the wealth management, asset management and financial markets 5SUMMARY 8Survey overview 8Key findings 8Wealth management ITO – top honors overall 2009 8Wealth management ITO – top vendor by function 2009 8BLACK BOOK METHODOLOGY 10How the data sets are collected 10Understanding the statistical confidence of Black Book data 10Who participates in the Black Book ranking process 11Wealth management ITO vendor rankings and results 2009 11TOP 20 WEALTH MANAGEMENT ITO VENDORS 12STOP LIGHT SCORING KEY 13Operational excellence of wealth management ITO vendors 13OVERALL KPI LEADERS 18Top score per individual criteria 18Outsourcing vendors with most top individual criteria scores 19INDIVIDUAL KEY PERFORMANCE 20APPENDIX 39Orbys consulting 39Disclaimer 39
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