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2009 Top Automotive and Transportation Manufacturing ITO Vendors, Black Book Survey 2009 Results
The Black Book of Outsourcing, Feb 2010, Pages: 39
In 2009, the Black Book automotive and transportation industries IT outsourcing (ITO) user survey investigated over 251 contracts held by 38 of the leading technology services firms and companies globally.
18 key performance indicators (KPIs) or criteria are employed, scored for each respective vendor by client type and ranked on a 1-10 scale per KPI.
Key findings:
- Key finding: most important customer satisfaction KPIs
Vertical expertise, viability, customization, scalability and reliability are the most important attributes influencing automotive and transportation clients' satisfaction with their 2009 outsourcing providers.
- Key finding: vendor dissatisfaction is uncommon in the automotive and transportation industry outsourcing marketplace among top-ranked suppliers
Strong satisfaction is common in this niche services sector, occurring in 8.5% of all clients globally. UK and US clients are among the most satisfied with automotive and transportation services delivery, with 11.8% reporting high vendor approval.
- Key finding: comprehensive services vendor arrangements from a comprehensive/end-to-end automotive and transportation vendor produce the highest satisfaction rates
Single vendors offering comprehensive research services to corporate customers were ranked highest in the overall survey by clients.
Industry: Sourcing: IT Outsourcing
Keywords: automotive, transportation, manufacturing, information, technology, outsourcing, ITO, design, emission, engineering, production, car, parts, sourcing, service, electronics, lifecycle, management, PLM, computer, aided, CAM, CAD, ERP, CRM, infrastructure, business, process, outsourcing, BPO, applications, development, maintenance, ADM
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