Relationship and Operational Effectiveness Trump Service Levels and Pricing as Most Important Measure of Value
DALLAS, April 24, 2009 – A recent survey conducted by ProBenchmark, the leading provider of benchmarking for IT outsourcing, shows that relationship and operational effectiveness are overwhelmingly the most important measures of value in outsourcing engagements for buyers and potential buyers of outsourcing services. 76% of respondents identified “relationship and operational objectives” as important, while “achieving service levels” and “negotiating lower prices” were important to 57% and 52% respectively. Respondents represented organizations across the globe, from companies of all sizes and a diverse set of industries.
The survey results, reported in “The Role of Benchmarking: A Market Intelligence Survey Report”, also quantify respondents’ positions on their primary interest in benchmarking and pricing of outsourcing transactions. The primary interest in benchmarking outsourcing transactions was “periodic assessment throughout the contract term” for 42% of respondents, while only 29% cited “deciding on a course of action to outsource or insource”. In addition, 56% responded that contract pricing is a primary driver in the decision to outsource non-core operations.
“The most interesting result of our survey is that even in today’s climate of cost-cutting, relationship and ongoing operations matter more to outsourcing customers than service levels or pricing,” said Howard Davies, director, ProBenchmark. “Outsourcing vendors are advised to focus on how they communicate, interact, and satisfy their customers rather than on competing by price.”
The report “The Role of Benchmarking: A Market Intelligence Survey Report” is available free of charge from ProBenchmark at www.probenchmark.com/trendssurvey.shtml.
ProBenchmark will also be discussing these results along with tips and techniques for using benchmarking to maximize value of IT outsourcing in a web seminar entitled “The Role of Benchmarking in Outsourcing”. The broadcast will take place on Thursday, April 30, at 2:00 PM EDT / 1:00 PM CDT, and is free of charge for qualified IT professionals. Register at https://www1.gotomeeting.com/register/442799564.
About ProBenchmark
ProBenchmark provides benchmarking services and innovative online tools that deliver reliable, accurate price benchmarks for outsourcing. The company developed the industry’s only patent-pending online benchmarking application, powered by the proprietary database of real-life outsourcing contract data, MARQbase™. ProBenchmark was voted the top benchmarking provider for 2009 in a customer survey hosted by the Black Book of Outsourcing. To learn more about ProBenchmark, visit www.ProBenchmark.com.
Contact:
Sarah Little
ProBenchmark
(214) 696-6410
inquiry@probenchmark.com |
