2009 Top ERP Management Outsourcing Vendors, Black Book Survey 2009 Results

2009 Top ERP Management Outsourcing Vendors, Black Book Survey 2009 Results published by Orbys Black Book in November, 2009. This report consists of 43 pages and the price starts from US $ 2500.

Introduction

Abstract

In 2009, the Black Book IT ERP management outsourcing client/user survey investigated over 550 contracts held by 1,888 of the top outsourced ERP management spending corporations and organizations globally.

Key findings

• Key finding: most important customer satisfaction KPIs
  • Customization, interfaces, reliability and deployment are the most important attributes influencing client companies' satisfaction with their ERP outsourcing providers.
• Key finding: ITO infrastructure vendor satisfaction is highest among midmarket vendors
  • Clients with annual revenues from $100m to $1 billion are significantly more satisfied with their ERP outsourcer than are large market cap clients. Strong satisfaction in the mid-market segment surged to 82.5% in 2009, while large market ($1 billion-plus in annual revenues) maintained a strong satisfaction in 74.8% of all clients.

Table of Contents

INTRODUCTION 5

• ERP and the economic climate 5
• Overview of the ERP management market 6

SUMMARY 11

• Survey overview 11
• Key findings 11
• ERP management outsourcing vendor - top honors overall 2009 11
• ERP management outsourcing vendor - top vendor by ERP system supported 2009 11
• ERP management outsourcing vendor - top vendor by market size client 2009 12
• ERP management outsourcing vendor - top vendor by geographic location of client 2009 12

BLACK BOOK METHODOLOGY 14

• How the data sets are collected 14
• Understanding the statistical confidence of Black Book data 14
• Who participates in the Black Book ranking process 15
• IT ERP management outsourcing vendor rankings and results - 2009 15

TOP 20 ERP Management OUTSOURCING VENDORS 16

STOP LIGHT SCORING KEY 17

• Operational excellence of ERP management outsourcing vendors 17

OVERALL KPI LEADERS 22

• Summary of criteria outcomes 22
• Top score per individual criteria 23

INDIVIDUAL KEY PERFORMANCE 24

APPENDIX 43

• Orbys consulting 43
• Disclaimer 43

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