In 2009, the Black Book Procurement BPO Services Industry user survey investigates contracts held by 3512 of the top spending corporations globally.

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

Client Relationship & Cultural Fit, Reliability and Data Security are the most important attributes influencing Procurement Outsourcing Services client satisfaction with their 2009 outsourcing providers.

KEY FINDING: VENDOR DISSATISFACTION IS UNCOMMON IN PROCUREMENT OUTSOURCING AMONG TOP RANKED SUPPLIERS

Strong dissatisfaction is uncommon in end-to-end procurement suppliers, occurring in less than 4.3% of US client types and 3.9% of UK Firms.

KEY FINDING: PROCUREMENT SERVICES VENDOR ARRANGEMENTS FROM A COMPREHENSIVE/END-TO-END BPO VENDOR PRODUCED THE 2009 HIGHEST SATISFACTION RATES
Evidenced by the top client experience and satisfaction ranking in 2009.

 

Introduction 6
Outsourced Procurement Services 8

Predicted High Growth PO Verticals 15

Summary 16

Methodology 18
Top 20 PO Vendors 20
Stop Light Scoring Key 22
Overview of KPI Leaders 27
Individual Key Performance 29
Industry: Sourcing: Procurement Outsourcing

Companies Mentioned
Genpact, Infosys, Fusionsops, Supplierforce, Santeon, IBX, Trade Extensions, Bravo Solutions, Coupa, Quadrem, Hubwoo, AEC Soft, SAP, Oracle, Accenture, ICG Commerce, IBM Global, Ariba, Corbus, Capgemini, D & B Supply Chain Solutions, XChanging, HP-EDS, Wipro, SourceOne, Direct Sourcing Solutions/DSSI, Synise Procurement, 4C Associates, Provade Managed Services, Xoomworks, SDE Business Partnering, Global eProcure, buyingTeam, SupplyForce, EDS, Siemens, PurchasingNet Inc., Prosero, Perfect Commerce, ePlus, Orbian, Provade Managed Services, PFSweb, WNS, Procuri, Connell Sourcing

Keywords
Outsourcing, outsource, procurement, strategic, supply, chain, purchasing, buying, transaction, management, category, logistics, spend, contract, PO, BPO, ROI, SLA, service, finance, end-to-end, green, labor, cost, savings, P2P, Retail, Consumer, Biomedical, Life, Sciences, Healthcare, Hospitals, Education, Media, Publishing, Oil, Gas, Energy, Utilities, Banking, Financial, Telecommunications, Manufacturing, Engineering, Architecture, Construction, KPI, relationship, trust, reliability, cultural, satisfaction, dissatisfaction, SAAS,