2009 Top Mid-market HRO Vendors, Black Book Survey 2009 Results

Abstract

The 2009 Black Book of Outsourcing client experience survey investigates a subset of over 131 technology and application outsourcing (AO) contracts held by 57 of the top suppliers for the studios, TV, film and entertainment sector.

The industry encompasses film and television, broadcasting, research, music, home entertainment, merchandising, digital asset management/media delivery and digital rights management clients worldwide.

In order to rank the organizations, 18 key performance indicators (KPIs) are employed specific to infrastructure and AO buyers within the studios, TV, film and entertainment sector, scored on each respective vendor and ranked per KPI.

Table of Contents

SUMMARY 5

• Survey overview 5
• Key findings 5
• Entertainment ITO - top honors overall 2009 5
• Entertainment ITO - top vendor by function 2009 6

BLACK BOOK METHODOLOGY 7

• How the data sets are collected 7
• Understanding the statistical confidence of Black Book data 7
• Who participates in the Black Book ranking process 8
• Entertainment ITO vendor rankings and results, 2009 8

TOP 20 ENTERTAINMENT ITO VENDORS 9

STOP LIGHT SCORING KEY 10

• Operational excellence of entertainment ITO vendors 10

OVERALL KPI LEADERS 15

• Top score per individual criteria 15
• Outsourcing vendors with most top individual criteria scores 16

INDIVIDUAL KEY PERFORMANCE 17

APPENDIX 36

• Orbys consulting 36
• Disclaimer 36