In 2009, the Black Book FAO Industry user survey investigates over 350 contracts held by 1400+ of the top businesses, organizations and conglomerate 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 and Trust are the most important attributes influencing FAO client satisfaction with their 2009 outsourcing providers.

KEY FINDING: VENDOR DISSATISFACTION IS UNCOMMON IN THE FINANCIAL & ACCOUNTING OUTSOURCING INDUSTRY AMONG TOP RANKED SUPPLIERS
Strong dissatisfaction is uncommon in Enterprise FAO sector, occurring in less than 5.4% of US client types, 3.8% of UK Firms, 7.0% of EMEA customers, and 11.3% of International corporations report a dissatisfaction rate above the midpoint.

KEY FINDING : COMPREHENSIVE SERVICES VENDOR ARRANGEMENTS FROM A COMPREHENSIVE/END-TO-END FAO VENDOR PRODUCES THE HIGHEST SATISFACTION RATES
 

Introduction 6

Summary 15

Predicted High Growth FAO Verticals 16 Methodology 18


Stop Light Scoring Key 22

Overview of KPI Leaders 10

Raw Scores and Means 11

Individual Key Performance Indicator Detail 14

Companies Mentioned

Infosys, Outsource Partners International, Genpact, ACS, HCL BPO, Capgemini, Accenture, Hewlett Packard - EDS, Vertex, EXL Service, WNS, Consero, IBM, Convergys, Wipro, Xchanging, Fiserv, TCS, Mahindra Satyam, Xansa/Steria
Keywords

Outsourcing, outsource, finance, accounting, FAO, SLA, client, relationship, cultural, order, cash, compliance, budgets, finances, HR, purchase, payment, budget, pharmaceutical, Bio, Life, Sciences, Energy, Utilities, Natural, Chemical, Metals, Nonprofits, Retail, Consumer, Banking, Capital, Manufacturing, Education, Insurance, Technology, Electronics, Entertainment, Gaming, Healthcare, Logistics, Transportation, Distribution, Travel, Hospitality, enterprise, AP, AR, UK, Canada, United, States, European