Are European Outsourcing Buyers Satisfied With Their Service Providers’ Performance? KPMG’s SPPS Research Studies Are Back Again in 2012!

Stan Lepeak, Global Research Director, KPMG LLP Advisory Since 2002, EquaTerra and now KPMG’s shared services and outsourcing advisory (SSOA) practice and research team has been conducting a unique market study that explores, assesses and interprets buyers’ outsourcing usage and future plans, as well as their satisfaction with the performance of their outsourcing service providers. [...]

The Nordic Region: Quality Improvement and Access to Skills Becoming More Important Drivers of Outsourcing

Carl-Henrik Hallström, Head of Sourcing Advisory, KPMG in Sweden Our 2011 Nordics IT Service Provider Performance and Satisfaction Study is the most extensive to date, both in terms of the level of participation and the insights gained. This year, more than 300 different organisations participated and evaluated over 700 unique IT outsourcing contracts. The value [...]

Ninth Annual EquaTerra BeLux Service Provider Study Results Announced

Dominique Kindt, Country Manager, KPMG in (RC) Belgium Levels of general satisfaction with outsourcing increased this year in the opinion of the BeLux study participants. This is especially impressive given the strong focus buyers had on cost savings and low price, as well as the organisational stress that most buyers were under during the year. [...]

The 2011 Dutch Strategic Outsourcing Study: The Most Extensive to Date

Nico Boot, Partner, KPMG Sourcing Advisory This year, more than 170 organisations participated in the Dutch EquaTerra Strategic Outsourcing Study, and over 500 unique IT outsourcing contracts, with an annual value of over €4 billion, were evaluated. This year’s results highlight that organisations expect to expand their use of outsourcing – with 56 percent of [...]

UK IT Service Provider Performance and Satisfaction Study – Application Management Findings

Anthony Allinson, Senior Advisor, IT Advisory Services, United Kingdom This year’s study shows the original western global providers, and to some extent the larger heritage Indian providers, struggling with lower client satisfaction scores for Application Management than in previous years. This is thought to be driven by the scale and complexity of these global deals. [...]

UK IT Service Provider Performance and Satisfaction Study – Infrastructure Management Findings

Martin Molloy, Principal Consultant, Information Technology Advisory, Europe and Asia Pacific Eighty-two percent of all organisations participating in this year’s UK study have outsourced part, or all of their Infrastructure Management and as such it is the most mature IT outsourcing process. 2010 may become cited as the year when cloud computing finally reached the [...]

UK IT Service Provider Performance and Satisfaction Study Findings – the Financial Services Sector Perspective

Tony Rawlinson, Managing Director, Financial Services Advisory, Europe & Asia Demand for outsourcing remains strong in the UK Financial Services (FS) sector with almost 70 percent of FS organisations in this year’s study planning to increase their use of outsourcing. There is also evidence that outsourcing is increasingly being used as a strategic tool to [...]

UK IT Service Provider Performance and Satisfaction Study Findings – the Public Sector Perspective

John Mackie, UK Public Sector Lead Nineteen percent of the outsourcing contracts reviewed in the EquaTerra 2010 UK IT Service Provider Performance and Satisfaction Study were for public sector organisations, representing both central and local government and non departmental public bodies (NDPBs). Given the political and economic climate in which these organisations are currently operating, [...]

Which are Better for Finance and Accounting Outsourcing: Multinationals or Indian Providers?

Rick Bertheaud, Finance and Accounting Managing Director, North America Stan Lepeak, Managing Director, Global Research Inquiring minds want to know – is there a quantifiable difference in the service quality between the multinational finance and accounting outsourcing (FAO) providers (e.g. Accenture, IBM, HP, Capgemini and Steria) and the rising class of India-based FAO suppliers (e.g. [...]

Seeking FAO Success? Go Global

Stan Lepeak, Managing Director, Global Research Results from the recently released inaugural edition of EquaTerra’s global FAO service provider performance and satisfaction (SPPS) study reflect very positively on the finance and accounting outsourcing (FAO) marketplace. While this is good news for users and providers of FAO services, what is of more interest is the “why” [...]