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In 2009, the Black Book Shop BPO Services user survey of the industry is reviewing the contracts held by 3512 of the top companies spending worldwide.

18 key performance indicators (KPI) or criteria are used, marked on each supplier by customer type and ranked on a scale of 0-10 KPI.

Main results

Main conclusion: THE MOST IMPORTANT CUSTOMER SATISFACTION KPI

Customer Relations and Cultural Fit, reliability and data security are the most important attributes that influence customer satisfaction outsourcing of procurement services to their outsourcing providers in 2009.

Key Finding: dissatisfaction SELLER is rare in the outsourcing market in TOP CLASS SUPPLIERS

strong dissatisfaction is rare among providers supply end to end in less than 4.3% of all types of customers in the United States and 3.9% of UK companies.

The main conclusion of procurement SELLER SERVICES TO COMPLETE / BPO VENDOR END-TO-END RATES 2009 the highest satisfaction
Evidenced by the superior customer experience and the satisfaction rating in 2009.

Contents:
Introduction 6
Procurement Services Outsourced 8

High Growth Predicted Vertical OP 15

Abstract 16

Methodology 18
Top 20 in 20 vendors
Stop lights marking key 22
Overview of KPI Leaders 27
The performance of individual key 29
Industry: Sourcing: Outsourcing Procurement

Companies mentioned
Fusionsops Genpact, Infosys, Supplierforce, Santeon, IBX, extensions of Commerce, Solutions Bravo, Coupe, Quadrem Hubwoo, FAC Soft, SAP, Oracle, Accenture, ICG Commerce, IBM Global Ariba, Corbus, Capgemini, the chain of supply D & B Solutions, Xchanging, HP-EDS, Wipro, SourceOne, Direct Sourcing Solutions / DSSI, Synise 4C Associates purchases, Provade Managed Services Xoomworks, SDE Business Partnering, eProcure World buyingTeam, SupplyForce, EDS, Siemens, Inc. PurchasingNet , Prosero, Perfect Commerce, ePlus, Orbiana, Provade Managed Services, PFSweb, WNS, Procuri Sourcing Connell

Keywords
Outsourcing, outsourcing, procurement, strategic, supply chain, purchasing, procurement, transaction management, category, logistics, contract spending, PO, BPO, ROI, SLA, service, finance from end to end, green, labor cost savings, P2P, retail, consumer, biomedical, life sciences, health, hospital, education, media, publishing, Oil, Gas, Energy, Utilities , Banking, financial, telecommunications, manufacturing, engineering, architecture, construction, KPIs, relationship, trust, reliability, culture, satisfaction, dissatisfaction, SAAS



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