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2009 Top Engineering Services Outsourcing Vendors, Black Book Survey 2009 Results
The Black Book of Outsourcing, Jan 2010, Pages: 40
In 2009, the Black Book ESO industry user survey investigated over 500 contracts held by many of the top-spending organizations and conglomerate corporations worldwide. 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 1-10 scale.
Key findings:
- Key finding: most important customer satisfaction KPIs
Interfaces/integrations, customization, client relationship and cultural fit and vendor viability are the most important attributes influencing ESO client satisfaction with their 2009 outsourcing providers.
- Key finding: vendor dissatisfaction is uncommon in the ESO industry among top ranked suppliers
Strong dissatisfaction is uncommon in ESO, occurring in less than 6.4% of US client types, 8.9% of UK clients and 11.0% of international customers. US and global corporations collectively experience only a 4.7% dissatisfaction rate, a slight increase over 2009.
- Key finding: comprehensive services vendor arrangements from a comprehensive/end-to-end ESO vendor produces the highest satisfaction rates
Industry: Sourcing: Corporate Services
Keywords: engineering, outsourcing, ESO, sales, marketing, design, mechanical, manufacturing, plant, automation, enterprise, asset, management, electrical, electronics, communication, advanced, simulations, autoprotyping, styling, embedded, development, product, lifecycle, data, management
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