2 Outsourcing Recommendation Index For service providers, success in outsourcing means more than just carrying out a specific service. The total approach, including strategic direction of the company and soft skills such as attitude, is important. As an ultimate test to capture this, every year we ask whether customers would recommend their service provider to someone else. The result of this test is published as the Outsourcing Recommendation Index (ORI). The scores in this index do not reflect actual levels of satisfaction with specific services. A lower score in the index does not say anything about the capability of that service provider to provide a certain service, while a higher score is not an absolute guarantee for success with that service provider. Rather, the scores provide an indication of the ‘fit’ between service providers and their current clients. Results can be used as input for discussions. It should be noted that using only this data as the sole input for vendor selection is inadequate.
About the Outsourcing Recommendation Index Each respondent was asked the question “Would you recommend this service provider if someone asked you to suggest a partner for IT outsourcing?” The service provider could be rated on a six-point scale. The score in the Outsourcing Recommendation Index is determined by the number of positive answers divided by the total number of evaluations. Only service providers with fifteen or more evaluations are listed in this public index. This is the minimum number of contracts required to assess performance over recent years. Accenture and Schuberg Philis have the fewest evaluations in the index this year, with sixteen each. With 45 evaluations Atos Origin has the most contracts in the benchmark study. Because the index is an unweighted average, the score may vary widely from year to year. To address this, a distinction is made for each service provider between three client groups: the Detractors, the Passives and the Promoters. Seen over several years, this distribution is more stable compared to the score in the index. ot ly n t n i no ta cer inly a t t s r Ce Mo
Detractors
ot yn abl b Pro
Passives
es yy abl b Pro
es ly y ain t r Ce
st Mo
es ly y n i ta cer
Promoters
Scores on these scales count for the Outsourcing Recommendation Index
Outsourcing Performance 2010
Research note