Studie - 2009 Top Total Benefits Administration Outsourcing Vendors, Black Book Survey 2009 Results

Orbys Black Book
02.2010
59 Seiten

 
Typ:
Studie
Verfüg­barkeit:
verfügbar
Regionen/­Länder:
  • Europa
  • Asien / Pazifik
  • Mittlerer Osten / Afrika
  • Nordamerika / USA
  • Australien
  • Mittel- / Südamerika
Sprache:
Deutsch

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In 2009, the Black Book TBA user survey investigated over 1309 contracts held by 323 of the top-spending organizations and conglomerate corporations, and globally evaluated 100 vendors.
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 and trust/accountability/transparency are the most important attributes influencing TBA clients' satisfaction with their 2009 outsourcing providers.
Key finding: vendor dissatisfaction is uncommon in the TBA industry among top-ranked suppliers
Strong dissatisfaction is uncommon in the TBA outsourcing ranks, occurring in less than 2.1% of US client types, 4.0% of UK clients and 5.3% of international customers. US and global corporations collectively express only a 3.5% dissatisfaction rate.
Key finding: comprehensive TBA services vendor arrangements from a comprehensive/end-to-end TBA vendor produce the highest satisfaction rates
INTRODUCTION 6

SUMMARY 7

Survey overview 7

Key findings 7

TBA outsourcing — top honors overall 2009 7

TBA outsourcing — top vendor by function 2009 7

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

TBA vendor rankings and results 2009 9

PREDICTED SECTORS OF HIGH GROWTH FOR OUTSOURCED TBA SERVICES 2010—11 10

TOP 20 TBA OUTSOURCING VENDORS 11

QUALIFIED BENEFITS ADMINISTRATORS: BLACK BOOK SURVEY 12

CONSISTENT PERFORMANCE BY TOP TBA OUTSOURCERS 13

STOP LIGHT SCORING KEY 14

Operational excellence of TBA outsourcing vendors 14

OVERALL KPI LEADERS 19

Top score per individual criteria 19

Outsourcing vendors with most top individual criteria scores 20

Overall rankings by client type 20

INDIVIDUAL KEY PERFORMANCE 22

APPENDIX 59

Orbys consulting 59

Disclaimer 59

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