In 2009, the Black Book BI data warehousing industry IT outsourcing (ITO) user survey investigated over 258 contracts held by ITO users.
In order to rank the organizations, 18 key performance indicators (KPIs) or criteria were employed, with each respective vendor scored by client type and ranked on a 0-10 scale per KPI.
Key findings
Key finding: most important customer satisfaction KPIs
Client relationship and cultural fit, innovation, reliability and data backup/security are the most important attributes influencing BI and data warehousing services clients' satisfaction with their 2009 outsourcing providers.
Key finding: vendor dissatisfaction is uncommon in BI/DW outsourcing among top-ranked suppliers
Strong dissatisfaction is uncommon in end-to-end BI and data warehousing IT vendors, occurring in less than 2.5% of US client types and 7.7% of UK and European customers.
Key finding: BI/DW services vendor arrangements from a comprehensive/
Full-service BI/DW/decision support and enterprise reporting vendors attained the top client experience and satisfaction ranking in 2009. The top three performers, Oracle, IGate and Accenture, championed customer satisfaction and top honors in the individual functions of BI/DW as well.
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Report Table of Contents:
INTRODUCTION 5
Business intelligence 5
Outsourcing business intelligence and data warehousing 6
SUMMARY 7
Survey overview 7
Key findings 7
BI/DW ITO - top honors overall 2009 7
BI/DW ITO - top vendor by function 2009 7
BLACK BOOK METHODOLOGY 9
How the data sets are collected 9
Understanding the statistical confidence of Black Book data 9
Who participates in the Black Book ranking process 10
BI/DW ITO vendor rankings and results 2009 10
PREDICTED BUSINESS INTELLIGENCE DATA WAREHOUSING ITO GROWTH 2010 - 2012 11
TOP 20 BUSINESS INTELLIGENCE DATA WAREHOUSING ITO VENDORS 12
STOP LIGHT SCORING KEY 13
Operational excellence of BI/DW ITO vendors 13
OVERALL KPI LEADERS 18
Top score per individual criteria 18
Outsourcing vendors with most top individual criteria scores 19
INDIVIDUAL KEY PERFORMANCE 20
APPENDIX 39
Orbys consulting 39
Disclaimer 39
About Black Book of Outsourcing
BBoO provides the industry's only recognized unbiased client satisfaction resource. Their reports aim to help both customer and provider deal with the root cause of relationship issues through the use of standard industry satisfaction measures. Aggregate customer satisfaction measurement is critical to gauge the entire effectiveness of global outsourcing service implementation and execution. View more research from Black Book of Outsourcing at http://www.fastmr.com/
About Fast Market Research
Fast Market Research is an online aggregator and distributor of market research and business information. We represent the world's top research publishers and analysts and provide quick and easy access to the best competitive intelligence available.
For more information about these or related research reports, please visit our website at http://www.fastmr.com or call us at 1.800.844.8156.
