2009 Top Travel Industry Business Process Outsourcing (Bpo) & Information Technology Outsourcing (Ito) Vendors, Black Book 2009 Survey Results-
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 FindingsKey Finding: Most Important Customer Satisfactions KPIsInnovation, Customization and Reliability are the most important attributes influencing Travel BPO and ITO client satisfaction with their 2009 outsourcing providers. Key Finding: Vendor Dissatisfaction is uncommon in the Travel Industry IT Outsourcing and Business Process Outsourcing Industry among Top Ranked SuppliersStrong dissatisfaction is uncommon in this Vertical Niche BPO sector, occurring in only 5.5% of Passenger Sector Industry client types, 4.8% in the Infrastructure Sector, 7.2% in the Hospitality Sector and 8.9% in the Freight and Logistics clients globally.Within the Travel Industry IT Outsourcing, strong approval for the top four vendors was reported among 92.7% of their current client base.US and Asian clients are among the most satisfied with travel industry outsourcing services delivery. Strong dissatisfaction with offshore outsourcing vendors was less than 6% of all surveyed clients with 2009 projects.Key Finding: Comprehensive Services Vendor Arrangements from a comprehensive/end-to-end Travel Industry ITO and BPO Vendor produces the highest satisfaction ratesSingle-vendors offering bundled, comprehensive research services to corporate clients ranked highest in the overall survey. NIIT Technologies excelled in both sections, as well as together as a bundled travel industry ITO/BPO supplier.Table of Contents : Summary 5 Methodology 8 SECTION I: TRAVEL INDUSTRY BUSINESS PROCESS OUTSOURCING 10Overview of KPI Leaders 17Individual Key Performance Indicator Detail 20 SECTION II: TRAVEL INDUSTRY INFORMATION TECHNOLOGY OUTSOURCING 39Overview of KPI Leaders 46Companies MentionedIndividual Key Performance Indicator Detail 49″NIIT Technologies, Interglobe Technologies, WNS, TCS, Banctec, Aditya Birla, HCL, EXL Service, Vertex Group, Wipro, Firstsource, Infosys, Travel DT, Teletech, Genpact, IBM, Sitel, Pivot, Rategain, Travelmaster, Accenture, Hexaware Caliber Point, Mphasis, Mahindra Satyam, Etelecare, Lionbridge, Oracle, Xicom, Savvis, Ciber, Freeborders, Dataart, TI Infotech, Icreon, ACS, CH2M Hill, Fujitsu, Brickred, HP-EDS, Accenture, Wipro, Unisys, Neoris, ANM SoftKeywordsTravel, Industry, contracts, airlines, travel, agencies, airports, hotel chains, cargo, corporations, globally, outsourcing, passenger, sector, client types, infrastructure, hospitality, freight, logistics, clients, transportation, BPO, ITO, outsourceFor More information please contact :
http://www.aarkstore.com/reports/2009-Top-Travel-Industry-Business-Process-Outsourcing-BPO-Information-Technology-Outsourcing-ITO-Vendors-Black-Book-2009-Survey-Results-31086.htmlÂ
