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2009 Top Product Lifecycle Management Engineered Solutions Vendors, Black Book 2009 Survey Results
The Black Book of Outsourcing, Feb 2010, Pages: 40
In 2009, the Black Book PLM industry user survey investigated over 300 contracts held by many of the top spending 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 1-10 scale per KPI.
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 PLM clients' satisfaction with their 2009 outsourcing providers.
- Key finding: vendor dissatisfaction is uncommon in the PLM services outsourcing industry among top-ranked suppliers
Strong dissatisfaction is uncommon in PLM outsourcing, 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 PLM vendor produce the highest satisfaction rates
Industry: Sourcing: Industry Specific BPO
Keywords: product, lifecycle, management, engineering, solutions, engineered, outsourcing, business, process, BPO, PLM, design, portfolio, data, manufacturing, systems, development, software, on-demand, regulatory, integration, technologies
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