2009 Top Print and Publishing Business Process Outsourcing Vendors, Black Book Survey 2009 Results

Published: November 2009
No. of Pages: 38
  

Report Description:

In 2009, the Black Book publishing and print BPO client/user survey investigated over 550 contracts held by 1,888 of the top outsourced BPO spending corporations and organizations globally.

Key findings
Key finding:
most important customer satisfaction KPIs Customization, interfaces, reliability and deployment are the most important attributes influencing client companies’ satisfaction with their publishing and print BPO providers.

Key finding: BPO vendor satisfaction is highest among US publishers using mature Indian suppliers Strong satisfaction in the offshore segment among US clients surged to 85.9% in 2009, while offshore BPO satisfaction remained strong in 71.8% of all non-US publishing clients.

2009 Top Print and Publishing Business Process Outsourcing Vendors, Black Book Survey 2009 Results

INTRODUCTION 5

  • Publishing and print BPO overview 5
  • SUMMARY 8
  • Survey overview 8
  • Key findings 8
  • Print and publishing BPO – top honors overall 2009 8
  • Print and publishing BPO – top vendor by geographic location of client 2009 8

BLACK BOOK METHODOLOGY 9

  • How the data sets are collected 9
  • Understanding the statistical confidence of Black Book data 9
  • Who participates in the Black Book ranking process 10
  • Print and publishing BPO vendor rankings and results 2009 10

TOP 20 PRINT AND PUBLISHING BPO VENDORS 11
STOP LIGHT SCORING KEY 12

  • Operational excellence of print and publishing BPO vendors 12

OVERALL KPI LEADERS 17

  • Summary of criteria outcomes 17
  • Top score per individual criteria 18

INDIVIDUAL KEY PERFORMANCE 19
APPENDIX 38

  • Orbys consulting 38
  • Disclaimer 38
Published By: Black Book of Outsourcing
Product Code: Black Book of Outsourcing1023


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