| | The leading customer
satisfaction survey in
the managed services
sector, the Black Book
2009 State of the
Outsourcing Industry
Report released
recently, reveals six
significant paradigm
shifts impacting global
suppliers and buyers for
the latter half of this
year and into 2010.
• Indian outsourcers
have regained strong
buyer confidence by
demonstrating tangible
transparency,
accountability and
ethical management
practices to 81% of US
companies buying
services offshore;
• Technology budgets
will be fully restored
or expanded over the
next 12 months,
corroborated by 6% of
outsourcing buyers;
• Buyers predict | |
|
| | fastest spending growth
in progressive
outsourcing
organisations that
consistently
demonstrated client
empathy through the
downturn. As the economy
improves, 60% of clients
anticipate shifting from
less agile outsourcers
that were unmovable
through
recession-related
renegotiation issues;
• BPO projects that
deliver speedy
return-on-investments
are highest in demand.
180-day ROIs, typical in
procurement outsourcing,
accounts receivable,
accounting and financial
transaction processing,
will be creating the
greatest growth in new
contracting through
2010;
• Cloud Computing &
Software-as-a-Service
explodes IT outsourcing | |
|
| | growth guidance. Remote
Infrastructure
Management and bundled
applications
development/maintenance
initiatives which have
been on hold by 91% of
CIOs will receive the
most immediate funding;
and
• The multishore
trend expands as more
outsourcers diversify in
lower cost locations.
Although clients have
yet to score any Chinese
outsourcing firms in the
highest Black Book ranks
of overperformers,
China's Neusoft entered
the 2009 group. Two
South American
providers, CPM Braxis
and Neoris, maintained
top survey rankings, and
one Russia-based firm,
EPAM, was highly
nominated.
"Outsourcing's cost
argument still outweighs
political issues in this | |
|
| | survival economy," said
Scott Wilson, author of
The Black Book of
Outsourcing, and
principal of
Brown-Wilson Group, a
Datamonitor company.
"Despite the pending
policy changes in US
corporate tax code, high
US and UK unemployment
rates, and the recent
offshore scandal at
Satyam, the core drivers
of outsourcing have
remained intact," added
Wilson.
The annual report
contains Black Book's
Top 50 "Best Managed"
Global Outsourcing
Vendors, the unbiased,
client experience
rankings from 24,000
validated survey
participants. The poll
marks its seventh
consecutive year of
collecting data on the
industry.
2009's Top 50 Best | |
|
| | Managed Outsourcers in
rank order are: HCL,
Oracle, Xerox, Infosys,
Accenture, IBM Global,
Ciber, Capgemini,
Genpact, Hewlett Packard
EDS, CSC, Cognizant ,
Intelligroup, IGATE,
Patni, Perot Systems,
Spherion, TechTeam,
Acxiom, NIIT
Technologies, Wipro, CPM
Braxis, ACS, Sitel, CH2M
Hill, Tata Consultancy
Services, Syntel ,
Steria, Mastek, Clutch
Group, Unisys, WNS,
XChanging, Integreon,
Pangea3, Neusoft,
Innodata Isogen, EPAM,
The Smart Cube, BNY
Mellon, Teleperformance,
Hewitt, Consero,
Broadridge,
NorthgateArinso, Neoris,
Microland, Logica,
Vengroff, Williams &
Associates, and XEN
Global. | |
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