In 2009, the Black Book Document Process Outsourcing Industry user survey investigates over 300 contracts held by eleven hundred DPO users. By 2009 survey close, the number of respondents increased over

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

Data Security & Backup, Deployment & Outsourcing Implementation and Reliability are the most important attributes influencing DPO client satisfaction with their 2009 outsourcing providers.

?? KEY FINDING: VENDOR DISSATISFACTION IS UNCOMMON IN THE DOCUMENT PROCESS OUTSOURCING INDUSTRY AMONG TOP RANKED SUPPLIERS

Strong dissatisfaction is uncommon in the DPO sector, occurring in less than 3.74% of diverse industry and niche clientele.

UK & US clients are among the most satisfied with DPO services delivery. Strong dissatisfaction with offshore outsourcing vendors was measured 8.4% of all surveyed clients with 2009 relationships.

?? KEY FINDING: COMPREHENSIVE SERVICES VENDOR ARRANGEMENTS FROM A COMPREHENSIVE/END-TO-END DPO VENDOR PRODUCES THE HIGHEST SATISFACTION RATES

Single-vendors offering comprehensive research services to services corporate clients ranked highest in the overall survey by clients.

Synopsis
Results from 2009 Black Book Outsourcing survey. Deployment, Outsourcing Implementation and Reliability are the most important attributes considered by clients when assessing Document Process Outsourcing suppliers.
Companies mentioned
Océ Business Services, IKON, Global Document Solutions, Xerox, Standard Register, docHarbor, DTI Global, Pitney Bowes, Fed Ex Kinko’s, RR Donnelley, Integreon, Lanvera, Merrill Corporation, Aptara/Techbooks, Innodata Isogen, Kodak, Datamatics, Datrose, RISO, SPi, Williams Lea, Lanier, American Reprographics Company, Ricoh, Iron Mountain, HOV Services, TPF Group, Hewlett Packard, Lexmark, Toshiba

Table Of Contents

Introduction 2
DPO and Managed Print Services 3
DPO Industry Overview 4
Predicted High Growth DPO Verticals 5
Summary 8
Methodology 9
Top 20 DPO Vendors 11
Stop Light Scoring Key 13
Raw Scores and Means 15
Overview of KPI Leaders 16
Individual Key Performance Indicator Detail 19

View This Report »

Find all the market research you need - instantly, in one place.

+1.2 Million Research Documents & Statistics +200,000 Trusted Public Sources 350 Industries With Global Coverage

24/7 Customer Support

Talk to Louis

+1 718 618 4302

Purchase Reports From Reputable Market Research Publishers

1Q14 Global Mobile Operator Forecast, 2003 - 2017

1Q14 Global Mobile Operator Forecast, 2003 - 2017

  • $ 19 995
  • Industry report
  • July 2014
  • by IE Market Research Corp.

IEMR's Global Mobile Operator Forecast is the most comprehensive forecast of its kind in the world. Our Global Mobile Operator Forecast provides operational and financial metrics for wireless markets across ...

Strategic Analysis of the Global MES Market

Strategic Analysis of the Global MES Market

  • $ 15 000
  • Industry report
  • September 2014
  • by Frost & Sullivan

Regional Trends Stimulate Growth, with Sustainable Profits from Installed Base-related Services The pressing need to replicate manufacturing plants and facilities across global locations and the requirements ...

Understanding the Connected Vehicle Value Chain

Understanding the Connected Vehicle Value Chain

  • $ 10 000
  • Industry report
  • September 2014
  • by Frost & Sullivan

Unlocking the Value of the Connected Vehicle We spend a significant amount of time commuting each day as we go about our daily lives; time that we would rather spend doing other things. With the advent ...


2 Companies

Company Profiles


ReportLinker is an award-winning market research solution that finds, filters and organizes the latest industry data so you get all the market research you need - quickly, in one place.