Introduction
The supply-chain, logistics and procurement, and purchasing (SLP) outsourcing market is currently undergoing a transformation as a result of the introduction of more strategic and customer-facing functions into third-party logistics providers' (3PLs' ) portfolios. The growing use of IT in managing supply chains will also play a crucial role in changing the landscape of the outsourced SLP industry.
Features and benefits
• Results of the world' s largest primary research project on customer satisfaction with outsourced SLP service provision.
• Analysis of activity by region, industry and service type in the global SLP outsourcing market.
Highlights
The list of the best-rated SLP service providers is dominated by globally spread business process outsourcing players with focused SLP services. Most of these players have leveraged their IT capabilities and presence in other vertical functions, such as finance and accounting, to get established in the SLP outsoucing market.
Your key questions answered
• Which outsourced SLP service providers provide the highest levels of customer satisfaction?
• Which factors do clients consider most important when assessing satisfaction with outsourced SLP service delivery?
Table of Contents
Executive Summary
Service users represented the majority of respondents
The top 10 list is dominated by BPO providers
Procurement and logistics outsourcing contracts are typically low in value
CPGs and manufacturing companies make heavy use of procurement outsourcing
Outsourcing of transactional and repetitive functions is more prominent among shippers
Entry of non-traditional players intensifies competition in the procurement BPO industry
OVERVIEW
Introduction
Summary
Methodology
Satisfaction criteria
Questionnaire design
SURVEY FINDINGS 2010: OVERALL SATISTFACTION
Overall satisfaction ratings
Quality assurance procedure
Service users represented the majority of respondents
51% respondents belonged to the EMEA region
Manufacturing, professional services, healthcare and consumer goods formed majority of respondents
Problem resolution and requirements awareness were among the most important criteria
SURVEY FINDINGS 2010: PERFORMANCE CRITERIA
Requirements awareness
Shared goals
Financial benefits
Risk mitigation
Partnership approach
Problem resolution
Corporate reputation
Skills and resources
Future orientation
GLOBAL SLP OUTSOURCING CONTRACTS ACTIVITY
Datamonitor' s outsourcing contracts database
Procurement and logistics outsourcing contracts are typically low in value
Procurement outsourcing prevalent in manufacturing and CPG industries
Bundling of procurement outsourcing contracts with other vertical functions continues
Both procurement and logistics outsourcing markets are dominated by a few leading players
SLP contracts with BPO service providers
SLP contracts to 3PLs
GLOBAL SLP OUTSOURCING MARKET TRENDS
3PLs and the functions outsourced to them
Evolution of 3PLs
Factors affecting growth in the outsourcing of SLP functions
Globalization has fueled the demand for outsourced supply-chain and logistics services
Complex and elongated supply chains
Increased focus on improving internal efficiencies following the economic crises
Growing use of IT by 3PLs to offer supply-chain visibility
Growing demand for greener supply-chain services and solutions
Outsourcing of transactional and repetitive functions is more prominent among shippers
Demand for outsourced logistics services is expected to increase
Increasing demand for value-added services likely to drive outsourcing
Procurement outsourcing: sourcing, purchasing, and payment
Procurement BPO is becoming a focus area for BPO service providers
Procurement outsourcing vendors aim to offer end-to-end service
VENDOR LANDSCAPE
Consolidation in the 3PL industry
Geographic expansion and capacity improvement are the key strategies of leading 3PLs
Major BPOs are building their SCM and procurement outsourcing portfolios
Entry of non-traditional players intensifies competition in the procurement BPO industry
VENDOR PROFILES
Introduction
ACCENTURE
Business description
Clients
Revenue breakdown
Major services and solutions
Key facts
Recent developments
BUYINGTEAM
Business description
Clients
Major services and solutions
Key facts
Recent developments
CEVA LOGISTICS
Business description
Clients
Major services and solutions
Key facts
Recent developments
DB SCHENKER LOGISTICS
Business description
Clients
Major services and solutions
Key facts
Recent developments
DHL LOGISTICS
Business description
Clients
Major services and solutions
Key facts
Recent developments
GENPACT
Business description
Clients
Revenue breakdown
Major services and solutions
Key facts
Recent developments
GEODIS
Business description
Clients
Major services and solutions
Key facts
Recent developments
HEWLETT-PACKARD
Business description
Clients
Revenue breakdown
Major services and solutions
Key facts
Recent developments
IBM
Business description
Clients
Revenue breakdown
Major services and solutions
Key facts
Recent developments
ICG COMMERCE
Business description
Clients
Major services and solutions
Key facts
Recent developments
INFOSYS
Business description
Clients
Revenue breakdown
Major services and solutions
Key facts
Recent developments
KUEHNE + NAGEL
Business description
Clients
Major services and solutions
Key facts
Recent developments
THE SMART CUBE
Business description
Clients
Major services and solutions
Key facts
XCHANGING
Business description
Clients
Revenue breakdown
Major services and solutions
Key facts
Recent developments
XEROX
Business description
Clients
Revenue breakdown
Major services and solutions
Key facts
Recent developments
APPENDIX
Methodology
Further reading
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