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市場調查報告書
金融服務與投資中的智慧程序外包(KPO)主要販售商：Black Book Survey 2009 調査結果
2009 Top Financial Services and Investments Knowledge Process Outsourcing Vendors, Black Book Survey 2009 Results
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金融服務與投資中的智慧程序外包(KPO)主要販售商：Black Book Survey 2009 調査結果 是由出版商Orbys Black Book在2010年01月所出版的。
這份英文市場調查報告書包含38 pages 價格從美金2500起跳。
本報告書為，對全球投資市場的智慧程序外包(KPO)支出較多的證券公司、投資銀行、資本市場與金融複合企業等740間公司內182件以上合約實施調査，以18個主要業績指標（KPI）為基礎進行評價，概述如下。
導論
綱要
- 調査概要
- 主要調査結果
- KPO投資市場：2009年的上位企業
- KPO投資市場：2009年的上位企業，依機能
Black Book的調査手法
- 數據收集方法
- Black Book Data的統計的信頼性之理解
- Black Book分級程序參加者
- KPO投資販售者的排行與結果：2009年
高成長的KPO投資市場
KPO投資販售者TOP20
STOP LIGHT SCORING KEY
全體的KPI領導
- 依個別基準的最高得點
- 最多個別基準冠軍的委外販售者
個別的主要成果
附錄
Abstract
In 2009, the Black Book KPO investments industry user survey investigated over
182 contracts held by 740 of the top spending brokerages, investment banks,
capital markets and financial conglomerate corporations globally. In order to
rank the organizations, 18 key performance indicators (KPIs) or criteria are
employed, scored on each respective vendor by client type and ranked on a 0 -
10 scale per KPI.
Key findings
- Key finding: most important customer satisfaction KPIs
- Customization, integration/implementation and vertical expertise are the
most important attributes influencing KPO investment clients' satisfaction
with their 2009 outsourcing providers.
- Key finding: vendor dissatisfaction is uncommon in the KPO industry among
top ranked suppliers
- Strong dissatisfaction is uncommon in this niche KPO sector, occurring
in only 2.6% of hedge fund industry client types, 2.9% in investment banking
clients, and 3.8% in equities research clients globally.
- UK and US clients are among the most satisfied with KPO services
delivery. Strong dissatisfaction with offshore outsourcing vendors was less
than 6.3% of all surveyed clients with 2009 projects.
- Key finding: comprehensive services vendor arrangements from a
comprehensive/end-to-end KPO investment vendor produces the highest
satisfaction rates
- Single vendors offering comprehensive research services to corporate
clients ranked highest in the overall survey by clients.
Table of Contents
INTRODUCTION 5
- SUMMARY 6
- Survey overview 6
- Key findings 6
- 2009 KPO investment industry - top honors overall 6
- 2009 KPO investment industry - top vendors by function 6
BLACK BOOK METHODOLOGY 8
- How the data sets are collected 8
- Understanding the statistical confidence of Black Book data 8
- Who participates in the Black Book ranking process 9
- KPO investments vendor rankings and results 2009 9
HIGH GROWTH KPO INVESTMENT SECTORS 10
TOP 20 KPO INVESTMENT VENDORS 11
- STOP LIGHT SCORING KEY 12
- Operational excellence of KPO investment vendors 12
OVERALL KPI LEADERS 17
- Top score per individual criteria 17
- Outsourcing vendors with most top individual criteria scores 18
INDIVIDUAL KEY PERFORMANCE 19
APPENDIX 38
- Orbys consulting 38
- Disclaimer 38
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