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2009 Top Chinese Information Technology Outsourcing Vendors, Black Book Survey 2009 Results

2009 Top Chinese Information Technology Outsourcing Vendors, Black Book Survey 2009 Results

The 2009 Black Book of Outsourcing client experience survey investigated a subset of over 460 technology and application outsourcing (AO) contracts held by 58 of the top China-centric ITO suppliers. 18 key performance indicators (KPIs) or criteria are employed, specific to infrastructure and AO buyers within the Chinese managed IT services sector, scored on each respective vendor then ranked per KPI.

Key finding: most important customer satisfaction KPIs for clients utilizing China-centric vendors

Trust, innovation, customization and reliability are the most important attributes influencing client satisfaction with their Chinese outsourcing providers.

Key finding: vendor dissatisfaction is uncommon in the China-centric technology area, with the applications development and software testing sectors among top ranked suppliers

Strong dissatisfaction in this geographically-specific ITO sector occurred in 17.5% of first year clients, but only 5.1% of clients beyond their thirteenth month or more of contracted relations. UK clients are among the most satisfied with China-centric outsourcing services delivery, averaging 87.5% in 2009. European clients in countries other than the UK were the next most satisfied group (83.8%) of all geographic locations, matching clients experience with vendor delivery.

Stronger dissatisfaction was more commonly reported from engagements of US clients, at 12.4% from first year contracts. Satisfaction scores increased sharply in US clients beyond their first year of their contract arrangements.

Key finding: comprehensive services vendor arrangements from applications development vendors produce the highest satisfaction rates

Vendors offering comprehensive application services (development, management and maintenance) ranked highest in the overall survey by global clients. ITO clients showed significant preference for vendors capable of offering more extensive applications service lines once satisfied with initial projects.

  • Introduction
    • Strong Political Support
    • Well-Educated Workforce
    • Mature Infrastructure
    • Demographics
    • Large-Scale Manufacturing Industry
    • Applications Development in China
    • China's Top Outsourcing Capabilities
    • Highest Efficiencies
  • Summary
    • Survey Overview
    • Top China-Centric Ito Vendors - Top Honors Overall 2009
    • Top China-Centric Ito Vendors - Top Vendors by Function 2009
  • Black Book Methodology
    • How The Data Sets Are Collected
    • Understanding The Statistical Confidence of Black Book Data
    • Who Participates in The Black Book Ranking Process
    • China-Centric Ito Vendor Rankings and Results 2009
  • Top 20 Chinese Ito Vendors
  • Stop Light Scoring Key
    • Operational Excellence of Chinese Ito Vendors
  • Overall Kpi Leaders
    • Summary of Criteria Outcomes
    • Summary of Criteria Outcomes
    • Top Score per Individual Criteria
  • Individual Key Performance
  • Appendix
    • Orbys Consulting
    • Disclaimer
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