2009 Top Document Process Outsourcing (DPO) Vendors

• Publication date: July 2009

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...

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

Business Outsourcing Industry in the United Kingdom

Introduction 2
DPO & 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