The Black Book of Outsourcing: State of the Outsourcing Industry 2010 now available at ReportsandRep
The global outsourcing market is worth in excess of $600 billion annually. This report combines primary research on customer satisfaction with assessments of market activity to present a multi-faceted view of the outsourcing industry today.
[USPRwire, Wed Oct 27 2010] ReportsandReports announce it will carry The Black Book of Outsourcing: State of the Outsourcing Industry 2010 Market Research Report in its Store.
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The global outsourcing market is worth in excess of $600 billion annually. This report combines primary research on customer satisfaction with assessments of market activity to present a multi-faceted view of the outsourcing industry today.
Scope of this research
• Results of the world's largest primary research project on customer satisfaction with outsourced service provision.
• Analysis of activity by region, industry and service type in the global outsourcing market.
Research and analysis highlights
This report finds a high level of satisfaction among outsourced services users. The providers that received the highest rankings in the 2010 Black Book of Outsourcing survey tend to be smaller companies in the wider context of the global outsourcing market. Defense and the public sector are shown to be the largest client segments for the outsourcing
Key reasons to purchase this research
• Which outsourced service providers provide the highest levels of customer satisfaction?
• Which factors do clients consider most important when assessing satisfaction with outsourced service delivery?
TABLE OF CONTENTS
Overview 1
Introduction 1
Summary 1
Methodology 2
Executive Summary 4
Outsourcing works: 83% of respondents are satisfied or very satisfied 4
Customers attach the greatest importance to providers' awareness of their requirements 4
KPO providers lead in terms of overall satisfaction 4
Big is not best for satisfaction 5
Public sector dominates spending 5
The US dominates the global outsourcing market 5
Annual spend on outsourcing will exceed $700 billion globally by 2013 5
2010 Survey Findings: Overall Satisfaction 19
Outsourcing works: 83% of respondents are satisfied or very satisfied 22
KPO firms feature strongly among the top 10 24
Larger service providers rate lower for satisfaction 25
The survey successfully captures the views of service users 26
2010 Survey Findings: Performance Criteria 31
Requirements awareness is the most important of the nine performance criteria assessed 31
Global Outsourcing Contract Activity 61
The number of deals declined in H1 2010, but TCV and average contract value increased compared to H2 2009 61
Defense and the public sector dominate contract signings 63
Outside of the public sector, telecommunications is the largest sector for contracts by TCV 66
The financial services sector accounted for only 5% of TCV signed in H1 2010 66
Defense and telecoms continue to dominate signings by annual contract value 67
Almost half of all outsourcing contracts are signed in the US 69
11 European countries were among the most active in H1 2010 70
BRIC countries, with only 8% of contracts in H1 2010, do not reflect their hype 71
Despite a surge in the UK during H2 2009, the US still dominates outsourcing in terms of TCV 73
The US and the UK accounted for 76% of all global outsourcing by TCV in H1 2010
The vendor landscape in the global outsourcing market is diverse 77
US providers consistently rank highest in terms of aggregate TCV of contracts signed
The highest annual contract value was awarded to Nokia Siemens Networks in H1 2010 82
Global Outsourcing Market Size and Growth 84
The IT and BPO market will exceed $700 billion by 2013 84
Infrastructure-led outsourcing will grow to $305 billion by 2013 84
Application-led outsourcing will grow to $329 billion by 2013 86
BPO is the fastest growing market, and will reach $89.7 billion by 2013 87
Global Outsourcing Vendor Shares 89
The three largest outsourcers globally are diversified IT companies: IBM, HP and Fujitsu 89
IBM, HP and Fujitsu hold more than 25% of the market in ILO 92
Market leadership in ALO is remarkably stable among the leading vendors 93
Xerox is the largest global BPO service provider 94
Vendor Profiles 96
Acxiom Corporation 96
Adecco 98
ADP 100
Alpine Access 103
Amba Research 105
American Discovery 108
Amnet 110
Auriga 113
BNY Mellon 116
BT Global Services 118
Capgemini 121
CIBER 123
Cognizant 125
Copal Partners 127
Critigen 128
Dell 130
eClerx Services 132
Fujitsu 135
GENPACT 137
Google 138
HCL Technologies 141
Headstrong Corporation 144
ICG Commerce 146
iGATE 148
Infosys 150
Logica 153
Microsoft Corporation 155
Mu Sigma 158
NIIT Technologies 160
Nokia Siemens Networks 163
OCE NV 165
OneNeck IT Services 167
Oracle 169
Orange Business Services 171
Pangea3 173
Patni Computer Systems 174
Rose Financial Services 176
SAP 178
SDD Global 180
SG Analytics 181
SITEL 183
Stream Global Services 185
TechTeam Global 187
Teleperformance 189
The Smart Cube 191
UnitedLex 193
vCustomer 195
Vertex 196
Xerox 198
APPENDIX 201
Methodology 201
Further reading 201
Ask the analyst 201
Disclaimer 201
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