2009 The Black Book of Outsourcing: State of the Outsourcing Industry Report

Abstract

An annual research staple of sourcing buyers globally, The Black Book of Outsourcing survey of service users aims to identify the 50 best-managed global outsourcing vendors through polling client experience and assessing industry developments.

Table of Contents

• Executive Summary
• 2009' s Chief Industry Developments
  • Indian Outsourcers
  • Buyer technology budgets
  • Outsourcers and the economic downturn
  • Return-on-Investments (ROIs) and new outsourcing contracts
  • Plain Vanilla Outsourcing to be first to rebound before creative financing deals crop up
  • Cloud Computing & Software-as-a-Service
  • Multishoring
  • Call Centers and customer demands
  • Outsourcing' s cost Vs Political issues
  • CXO' s Get More Adept in Managing Outsourcing through the Downturn
  • Emerging locations
• Satisfaction and the Client Experience
  • Who' s most satisfied with their outsourcing initiatives?
  • Sameshore Vs Offshore
  • Vendor selection processes
  • Importance of vendor offerings
  • Industries/Sectors to expand outsourcing initiatives
  • Top functions to increase
  • Macro issues
  • Sought vendor criteria
  • Budgeting for ITO initiatives
• Research Overview
• Next Big Thing
  • The next big thing & Shifting Industry Directions
  • Outsourcing Careers & Job outlook
  • Market & Buyers
  • Technology
  • Outsourcing vendor strategies
  • Outsourcing operations
• The Measure of a Service Leader
• Methodology
• 2009 Black Book
• Notable Climbs and stumbles
• Six Year Cumulative Outsourcing Leaders
• Providers
  • Indian Providers
  • European Providers
  • American Providers
• Upcoming Black Book Research
• Black Book custom research
• Appendix I
• Appendix II