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Welcome to the Sixth Annual “Black Book” Outsourcing Client Experience Survey
Thank you for participating in the Black Book of Outsourcing annual vendor survey.
First developed in 2004 and widely accepted as the single industry measure of unbiased
client satisfaction, questions should take less than 5 minutes per section to complete.
Authenticity of respondents is paramount and we, therefore, ask for your contact
information in order to eliminate duplication and to validate your balloting, based
on your interest in volunteering to participate in this process.
In return, you will also receive a preview e-copy of Black Book’s 2009 State of
Outsourcing Industry report and top rankings before the results are publicly announced
by the Wall Street Journal in mid-June. Please indicate at the conclusion of the
survey that you want the 2009 State of Outsourcing Report emailed to you free of
charge. Respondent’s information is secure and never released externally by The
Black Book of Outsourcing. Should you require additional assurance of confidentiality;
please contact our principals directly to request a formal non-disclosure agreement.
The purpose of this survey is to gauge client satisfaction with operational excellence
and leadership within your outsourcing supplier and advisor relationships. The following
surveys are broken into two sections:
1) Operational Excellence Survey: 18 Key Performance Indicators used to develop
and publish specific reports on outsourcing functions (ITO, BPO, HRO etc), verticals
and industries, client market sizes (revenues and employees), and horizontals (functions
ranging from accounts payable to facilities management). Over 200 reports are produced
on the results of these findings annually.
2) The 50 Best Managed/Leadership Global Outsourcing Vendors Survey: 31 Key Performance
Indicators routinely referenced by investors, prospective outsourcing buyers, current
clients, media/press, benchmarking competitors and venture capital firms.
The Black Book survey’s are recognized for their process objectivity and are performed
without the bias of application fees, judging panels, organizational support charges,
association participation, sponsorship requirements, paid advertising, and vendor
partiality.
The Black Book survey’s also aim to help both customer and provider deal with the
root cause of relationship issues through standard and unique industry satisfaction
measures developed by an unaffiliated consortium of US business school professors
and academics, allowing the parties to isolate quantitative from qualitative aspects
of delivery and more easily resolve problems through peer comparison.
The aggregate customer satisfaction measurement is critical to measure the entire
effectiveness of global services outsourcing implementation and execution. Based
on concrete evidence provided through The Black Book of Outsourcing, the ability
to measure whether outsourcing services clients are truly satisfied or unsatisfied
will help serve our goal to keep advancing the industry. Participants new to the
2009 Black Book vendor survey process which have not been previously validated are
subject to secondary audits and user authorization prior to being counted.
Retractions of ballots should be requested in writing to Vijay.J@Brown-Wilson.com
before the close of the survey. You must identify your ballot by confirming email
address and telephone number provided to retract a ballot.
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