2009 Top Financial Services and Investments Knowledge Process Outsourcing Vendors, Black Book Survey 2009 Results

2009 Top Financial Services and Investments Knowledge Process Outsourcing Vendors, Black Book Survey 2009 Results published by Orbys Black Book in January, 2010. This report consists of 38 pages and the price starts from US $ 2500.

Introduction

Abstract

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 findings

• Key finding: most important customer satisfaction KPIs
  • Customization, 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 suppliers
  • Strong 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 rates
  • Single vendors offering comprehensive research services to corporate clients ranked highest in the overall survey by clients.

Table of Contents

INTRODUCTION 5

• SUMMARY 6
• Survey overview 6
• Key findings 6
• 2009 KPO investment industry - top honors overall 6
• 2009 KPO investment industry - top vendors by function 6

BLACK BOOK METHODOLOGY 8

• How the data sets are collected 8
• Understanding the statistical confidence of Black Book data 8
• Who participates in the Black Book ranking process 9
• KPO investments vendor rankings and results 2009 9

HIGH GROWTH KPO INVESTMENT SECTORS 10

TOP 20 KPO INVESTMENT VENDORS 11

• STOP LIGHT SCORING KEY 12
• Operational excellence of KPO investment vendors 12

OVERALL KPI LEADERS 17

• Top score per individual criteria 17
• Outsourcing vendors with most top individual criteria scores 18

INDIVIDUAL KEY PERFORMANCE 19

APPENDIX 38

• Orbys consulting 38
• Disclaimer 38

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