| | 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;
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• 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 | |
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| | 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 | |
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| | 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 | |
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| | 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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