Post on 05-Apr-2018
7/31/2019 2008 Outsourcing Advisor Report[1]
1/71
7/31/2019 2008 Outsourcing Advisor Report[1]
2/71
Copyright 2008All Rights Reserved.
Brown-Wilson GroupThe Black Book of Outsourcing
Brown-Wilson Group annually evaluates leading globoutsourcing service providers across 18 operationalexcellence key performance indicators completely frothe perspective of the client experience.Independent and unbiased from vendors influence,over 400,000 global outsourcing users are invited toparticipate. Suppliers also encourage their clients toparticipate to produce current and objective customerservice data for buyers, analysts, investors, consultancompetitive suppliers and the media. "Additionally,Outsourcing Advisors and Consultants are evaluatedon 20 advisor-unique key performance indicatorssimultaneously."
For information on hard-copy or electronic reprints ofThe 2008 State of the Outsourcing Industry Report,please contact the Client Resource Center at+1 727.784.6689 or vijay.j@brown-wilson.com
2008 Brown-Wilson Group All Rights Reserved.Reproduction of this publication in any form without prwritten permission is forbidden. The informationcontained herein has been obtained from sourcesbelieved to be reliable. Brown-Wilson Group disclaimswarranties as to the accuracy, completeness oradequacy of such information. Brown-Wilson Group shave no liability for errors, omissions or inadequaciesthe information contained herein or for interpretationsthereof. The reader assumes sole responsibility for thselection of these materials to achieve its intendedresults. The opinions expressed herein are subject tochange without notice.
Brown-Wilson Group's unrivaled objectivity and credibis perhaps your greatest assurance. At a time whenalliances between major consultancies and suppliershave clouded the landscape, Brown-Wilson Groupremains resolutely independent. We have no incentivrecommend specific outsourcing vendors or advisors.Our only allegiance is to help you achieve the results want with the best possible solution.
The Black Book of Outsourcing: How to Manage theChanges, Challenges and Opportunities, published byJohn Wiley & Sons Publishers, Inc. is the bestsellingmanagement book, available in its second editionin June 2008 in four languages around the world,everywhere books are sold.
For more information, visitwww.TheBlackBookOfOutsourcing.com
mailto:vijay.j@brown-wilson.commailto:vijay.j@brown-wilson.com7/31/2019 2008 Outsourcing Advisor Report[1]
3/71
ww.TheBlackBookOfOutsourcing.com
About The Black Book of Outsourcing
Released first in May 2005 by John Wiley &Sons Publishers, The Black Book of
Outsourcing is the worlds best-sellingbusiness book on the subject.
With over twenty print runs of the firstedition in five languages, The Black Bookwill be re-released in an updated format inJuly 2008 by Wiley.
Available wherever books are sold.
ContentsIntroduction 2Black Book Advisor Survey Overview 3
Summary: Full Service Outsourcing Advisory 4
Summary: Boutique Advisors 6
Summary: Specialty Advisors 7
Methodology 8
Top Advisors Results By Service Line 1
Full Service Advisor KPI Detail 1
Boutique Advisors 3
Globalization Advisors 3
Independent Research Advisor Rankings 3
Legal Outsourcing Advisor Rankings 3
Appendix: Survey Respondents 6
Brown-Wilson Group, through The Black Book of Outsourcing, maintains the business perspective that because the outsourcing marketplace is so complex and dynamic, theoutsourcing industry is looking for the most valid and premium knowledge. BWGs answer to that need has been to provide continuous supplier data and research that helpbuyer executives throughout their process-improvement lifecycle, investors in their due diligence processes, and vendors with a measurement standard set to improvcustomer services. This report has been developed for the global outsourcing industry with the single purpose to ensure the growth and success of initiatives by clients, usersprospective clients, analysts, venture capitalists and investors, media outlets and press, competitive vendors, subcontractors, service suppliers, supporters and advisors in theevolving outsourcing continuum.
BWG's Investment Philosophy: As a privately held company, Brown-Wilson Group believes that our customers are our primary constituency. A large percentage of everyrevenue dollar is reinvested back into our independent survey instruments and programs, including additional auditors and analysts, more industry coverage, and extensiveunbiased research. Our steady growth over the past 6 years reflects our commitment to investing in our customers and the satisfaction process in the global outsourcing andoffshoring industry exclusively.
7/31/2019 2008 Outsourcing Advisor Report[1]
4/71
www.TheBlackBookOfOutsourcing.com
Introduction
Each year, Brown-Wilson Group and Black BookResearch undertakes annual survey sets intoorganizations satisfaction with their outsourcingservice providers and advisors.
These research results are recognized as themost extensive and representative perceptionstudy of outsourcing vendors, validated by over24,226 respondents from service users aroundthe globe. From a base of over 4300 suppliers,Each vendor receives an average 5 qualifiedclient ballots. 1780 suppliers receive an averageof 10.3 ballots that qualifies them for ranking.
401 Outsourcing advisory and consultant firmswere nominated in 2008, 80 of which receivedtop honor rankings in the various consultationcategories. 2429 validated client ballots werereceived in the advisor categories.
The global marketplace is growing increasinglycompetitive, corporations are being required tostreamline operations and cut costs in order topreserve profitability. Advisors lead their clientsthrough the complex steps from the decision tooutsource through governing the vendorrelationship and renegotiations.
Clearly, the leaders in the outsourcing advisoryspace in 2008 have demonstrated the expertiseof market focus and customer centricity.
The marketplace results of this comprehensiveresearch study, are used by
Current managed services clients tocompare other users experiences withsimilar and competitive outsourcingadvisors.
Prospective outsourcing clients to longlist advisors in the RFI stages, or contrastfinal cut consultants in selection stages orsubset in the outsourcing process
Investors, venture capital firm, analysM&A experts and bankers in makingfinancing decisions;
Media and press to recognize industroutsourcing trends as collected from clballots particularly relating to advisors consultants in the industry;
Most vendors seeking to establishcorporate relationships and channelmarketing with best practice advisors; a
Advisor groups and consultants toinform their go-to-market strategies,
assess their perceived strengths andweaknesses, educate their staffs,communicate to a wider market, and fintune their improvement and marketingposition programs;
To assist in accreditation and validatequality improvement efforts of the advisgroup; and
Benchmarking the consultants servic
and outcomes in quantitative scores.
It also provides them with the opportunity tounderstand the perceived client approval andsatisfaction of their advisors compared to themarket at large.
7/31/2019 2008 Outsourcing Advisor Report[1]
5/71
www.TheBlackBookOfOutsourcing.com
Black Book
AdvisorSurveyOverviewIn 2008, the Black Book Advisory client surveyinvestigated over 850 contracts held by 400 ofthe top outsourcing conglomerate corporationsas well as midsize organizations globally.
Twenty (20) Advisor-unique Key PerformanceIndicators (KPIs) or criteria are employed, scoredon each respective advisor by client type andranked on a 1-10 scale per KPI.
The most important issue reported by over 92%of all current outsourcing client respondents thisyear is for prospective buyers to have a strategicglobal sourcing strategy before embarking on avendor search. An organization's outsourcingdesign should consider its own businessstrategy, how its competition is approachingoutsourcing and what capabilities are or will beavailable from global service providers over thenext one to three years. Current industry usersalso agree (94.8%) that most new buyerorganizations do not have the internal staff,capabilities, research and insight to perform thisin a timely or effective fashion as yet.
Sourcing advisory firms are a new breed ofindustry consultants and lawyers worldwide thatadvise customers on selecting outsourcingservice providers and helping set and executesourcing plans. Sourcing advisory firmsnegotiate outsourcing contracts ranging in valuefrom millions to several billion dollars on behalfof their customers, and do so with theexperience of knowing how much to pay andwhat is required to effectively match uniqueinitiatives.
There have been several developments in theevolution of outsourcing and offshoring thatalmost require external assistance to navigateFor instance, most US companies haveoutsourced some portion of their business tolower costs and, over time, have achieved cos
savings in the outsourced portion of thebusiness. However, unless your efforts inoutsourcing to lower costs are unusually supeto your competitors, you are not gaining muchsustainable strategic or economic advantage,since your competitors are outsourcing just likyou are. It was customary in the earlier stageof outsourcing and offshoring that advisors weused to assess readiness, write RFPs, selectvendors, manage implementations andtransitions and provide pricing insight.
Leading companies are now using globalresources to drive new forms of revenue andgrow their top line. Companies are realizing nforms of business value through their globalsourcing partnerships by accelerating newproduct development, shortening time-to-marand finding successful entres into new markCompanies that are realizing these benefits frtheir global sourcing strategies are also creatinew forms of value for their customers and
sustainable competitive advantages. Still, mosarent prepared internally to make thesedecisions alone and those that do reportregretting that choice.
7/31/2019 2008 Outsourcing Advisor Report[1]
6/71
www.TheBlackBookOfOutsourcing.com
Full Service
OutsourcingVendorsFull Service Outsourcing/Offshoring Advisorshave the staff, expertise and resources to deliverconsulting advice on any and all stages ofbusiness initiatives. A typical full service client isoften a company officer with a cross-enterpriseview looking for help to drive sustainable
outsourcing results across their organization.
In 2008, the Full Service Advisory consultantshave experienced increased client interest inmany of the historically knowledge-based, oftenindustry-specific processes. As clients
outsourcing advisement needs have evolvedwith the tide of industry changes, these full
service advisors are now assisting clients asthey explore evolving areas such as clinical dtrial management, market analytics, legalprocesses, complex supply chain programminengineering services and research anddevelopment among new outsourcing program
While these are not always direct revenue itemthey are processes much closer to the revenustream than say processes such as payroll,accounts payable, and data processing.
It is now commonplace for the clients of FullService Outsourcing/ Offshoring Advisors todesire business transformation and the resultimprovements that often ensue. The outsourservice provider community has matured andcan be a strong business transformation partn
and full service advisors have created theirneeded role. It should be noted, that while thterm business transformation is sexy, it comewith a cost. Full Service Advisors work withclients to help them understand the cost/beneof a full transformation and map them to theirobjectives to determine the appropriate depthcustom transformation.
Full service advisors must be able to guideclients throughout the process, from the initial
strategy through ongoing management to ensthey achieve their desired results. These arethe best at delivering on that goal.
Founded in 1989, #1 TPI established thesourcing advisory industry and is the largestsourcing advisory firm in the world.
Key Findings
KEY FINDING: MOST IMPORTANT
CUSTOMER SATISFACTION KPIs
Client Relationship & Trust are the mostimportant attributes influencing Advisor clientsatisfaction with their 2008 outsourcingcustomers.
KEY FINDING: ADVISOR
DISSATISFACTION IS UNCOMMON IN THEOUTSOURCING INDUSTRY AMONG TOPRANKED SUPPLIERS IN BUNDLED, ITO, H
& BENCHMARKING INITIATIVES, INPARTICULAR
Defining Full ServiceOutsourcing/Offshoring AdvisorsThe Full Service Advisor ranking is thecompilation of mean scores from fivesubcategories of outsourcing advisoryfunctions:
Information Technology Outsourcing (ITO)Advisors
Human Resources Outsourcing (HRO)Advisors
Financial & Accounting Outsourcing (FAO)Advisors,
Business Process Outsourcing (BPO)Advisors, and
Benchmarking Advisors
Defining Boutique Outsourcing/OffshoringAdvisorsThe Boutique Advisor ranking encompassesadvisory firms which focus primarily in up tothree functions above, but typically specializein one. Firms might also offer all functions buthave less than twenty consultants.
7/31/2019 2008 Outsourcing Advisor Report[1]
7/71
www.TheBlackBookOfOutsourcing.com
Strong dissatisfaction is uncommon in theseproject types, occurring in less than 2.7% of USclient types, 4.3% of UK & European clients, and6.5% of International organizations.
KEY FINDING: FULL SERVICESS AND
BUNDLED ADVISORY ARRANGEMENTSFROM A COMPREHENSIVE/END-TO-ENDFIRM PRODUCES THE HIGHESTSATISFACTION RATES CURRENTLY
2008Full Service Outsourcing Advisor
TOP HONORS OVERALL
TPI
2008Full Service Outsourcing
AdvisorsTOP FIRM BY FUNCTION
#1 INFORMATION TECHNOLOGY
TPI
#1 HUMAN RESOURCES
TPI
#1 FINANCE & ACCOUNTING
PricewaterhouseCoopers
#1 BUSINESS PROCESSOUTSOURCING
Avasant (formerly StradlingGlobal Sourcing)
Benchmarking has been used to define a broadlist of comparison activities. In outsourcing,benchmarking most commonly refers to a projectundertaken by an independent third-party to
compare an outsourcing transaction to the
broader marketplace for services (a PriceBenchmark).
Benchmarking may also refer to an internalcomparison of the cost to deliver services to tof similar organizations (a Cost Benchmark), o
comparison of internal processes and how wethey adhere to a standard such as ITIL (aProcess Benchmark). Price Benchmarks arecommonly used to compare pricing, services,SLA structures, and other aspects of anoutsourcing transaction (or a potentialtransaction) to those of similarly structuredtransactions common in the open market.
Price Benchmarks are often a contractualrequirement in IT and BPO outsourcing deals
(known as Third Party Benchmarks). In additPrice Benchmarks are used by clients to betteunderstand proposals from vendors, todetermine if renegotiations are warranted, or tunderstand market alternatives prior to addingscope or scale to an existing outsourcingagreement. Simply put, a Price Benchmark isanalogous to a Real Estate appraisal, wheremarket pricing is determined by an independefirm that researches similarly scoped outsourcdeals (as in sales of similar homes) and mak
adjustments for services differences betweenvarious contracts being compared (whereas arealtor would adjust for number of bedrooms,bathrooms, acreage, a third-party benchmarkfirm might adjust for scope, volume and serviclevels).
Benchmarking not only looks at pricing, but caalso highlight structural and relationship issuewhich may cause friction between the partiesBenchmarking is a useful way to create
meaningful comparisons for clients whileensuring that the contract will be flexible enouto evolve as client requirements change overtime.
2008Benchmarking Firm
TOP HONORS OVERALLGartner
7/31/2019 2008 Outsourcing Advisor Report[1]
8/71
www.TheBlackBookOfOutsourcing.com
Boutique
AdvisorsBoutique firms support their clients with highlyspecialized outsourcing expertise. Boutique firmschoose tofocus on a smaller number of industries,outsourcing functions or methodologies. Thereare a couple of common misconceptions aboutboutique outsourcing advisory firms. One is thatbeing a boutique consulting firm necessarilyimplies being a small firm. This is not the case. Aboutique is determined not by size, but by focus.
All this said, we should note that manyoutsourcing boutiques are indeed small, rangingfrom upwards of 200 employees down to a singleconsultant. Often, boutique consulting firms growfrom the expertise and client relationships of oneto five founding partners, and unless it sells aconsistently large flow of work, the firm has nocompelling reason to grow quickly. Also, smallerboutiques can deliver services at lower coststhan the larger consultancies because a smallerfirm requires less overhead and less extra
"capacity" (i.e., consultants), so their servicesmight seem more attractive to prospective clientsthan those of the more expensive full serviceoutsourcing advisory firms.
2008Boutique Outsourcing Adviso
TOP HONORS OVERALLPace Harmon
2008Boutique Outsourcing Advisor
TOP FIRM BY FUNCTION
#1 INFORMATION TECHNOLOGY
The W Group
#1 HUMAN RESOURCES
Alsbridge
#1 FINANCE & ACCOUNTING
Pace Harmon
#1 BUSINESS PROCESS OUTSOURCING
NelsonHall
#1 OUTSOURCING BENCHMARKING
Nautilus ProBenchmark
7/31/2019 2008 Outsourcing Advisor Report[1]
9/71
www.TheBlackBookOfOutsourcing.com
Specialty
AdvisorsResearch and Data Services Firms: Expertoutsourcing research firms create business andtechnology strategies that meet short-term goalsand position clients for long-term success. Topoutsourcing data firms develop proprietary andadvanced research, analytics, databases,templates, and toolkits covering all aspects ofoutsourcing to provide strategic intelligence,analysis and insight that assist clients in making
important business decisions. Clients andprospective buyer companies and investors canmake better outsourcing decisions regardinggrowth, adoption by buyers and suppliers,location determination, vendor selection,contractual terms, value creation and risks,globalization strategies, determination of bestpractices and choosing execution modelsallfrom great data.
Globally, thousands of industry professionals
utilize external outsourcing data research as anindispensable resource. Most markedly,research companies provide independent,insightful, and instantly applicable to yourspecific business challenges without employed amultitude of expert analysts in-house.
2008Independent Research Firm
TOP HONORS OVERALL
Everest Group
Corporate Globalization Firms: CorporateGlobalization Consultants: 2007 is the year woutsourcing clients and buyers/prospectivebuyers are commanding steps to implementstrategic globalization plans. Still, over 83% oorganizations with directives to plan and
implement such strategies have yet to producplan and execute. Of the 17% who havesuccessfully moved into corporate globalizatioonly 38% have utilized an advisory firm to mothem into the process To split the hair further,almost 95% recommend employing a topglobalization advisor to best leverage knowledand strategically organize for the competitiveadvantage fastest. Corporate globalizationconsulting firms should expect a busy year.
2008Corporate Globalization Firm
TOP HONORS OVERALLMcKinsey
Outsourcing Legal Advisors: Outsourcing
contractual law has been at the forefront ofglobal sourcing since the 1980s with extensivtrack record in IT outsourcing, business proceoutsourcing, business transformationoutsourcing, technology transformation, off shservices or strategic services.
Outsourcing lawyers negotiate the full range ostrategic sourcing transactions, helping clientsshorten the sourcing cycle, speed the realizatof benefits, and design lasting solutions that
effectively support their strategic and operatioobjectives.
2008Legal Outsourcing Advisors
TOP HONORS OVERALLHunton & Williams
7/31/2019 2008 Outsourcing Advisor Report[1]
10/71
www.TheBlackBookOfOutsourcing.com
Black Book
MethodologyHow the Data Is CollectedBlack Book utilizes a three-step process tocollect candid performance data. First, BlackBook collects a series of direct evaluationscovering 20 performance areas on OutsourcingAdvisory Firms, which comprise the scoredranking of Black Book Top Advisors survey andclient recognition award.
The gathered data is subjected immediately toan internal and external audit to verifycompleteness and accuracy, and to make surethe respondent is valid while ensuring theanonymity of the client company is maintained.During the audit, each data set is reviewed by aBrown-Wilson executive and at least twoauditors. In this way, clients are able to clearlysee how an Advisor Firm is truly performing.
Third, Black Book collects ballot results on 20performance areas of consultation excellence torank Advisors by outsourced practice outcomesand subjected to the same audit and validationprocesses.
Other outsourcing vendor and situational studiesare conducted on areas of high interest such asGreen Outsourcers, Educational Providers inOutsourcing, Outsourcing Benchmarkers andBoutique Advisors. These specific survey areas
range from fourteen to twenty questions orcriteria each.
Understanding the Statistical Confidence oBlack Book Data
Statistical confidence for each performancerating is based upon the number of organizati
scoring the outsourcing service. Black Bookidentifies data confidence by one of severalmeans:
1. Top Ten ranked vendors and advisors mushave a minimum of five to ten unique clientsrepresented. Broad categories require aminimum of ten unique client ballots. Data thaasterisked (*) represents a sample size belowrequired limits and are intended to be used fotracking purposes only, not ranking purposes
Performance data for an asterisked vendorservices can vary widely until a larger samplesize is achieved. The margin of error can be vlarge and the reader is responsible forconsidering the possible current and futurevariation (margin of error) in the Black Bookperformance score reported.
2. Vendors and Advisors with over ten uniqueclient votes are eligible for top ten rankings anare assured to have highest confidence and
lowest variation. Confidence increases as moorganizations report on their outsourcing vendData reported in this form is shown with a 95percent confidence level (+/- .25, .20 or .15,respectively).
3. Raw numbers include the quantity ofcompleted surveys and the number ofunique organizations contributing the data forsurvey pool of interest.
7/31/2019 2008 Outsourcing Advisor Report[1]
11/71
www.TheBlackBookOfOutsourcing.com
Who Participates in the Black BookRanking Process
Over 400,000 individuals are invited toparticipate annually (including C officers ofthe Fortune 2000, Inc 500, institutional
members and officers of various professionalorganizations, subscribers of our mediapartners and previously validated surveyparticipants). Non-invitation receivingparticipants must complete a verifiableprofile, utilize valid corporate email addressand are then included as well. Over 24,000users were validated in the 2008 rankingprocess for vendor surveys and 3200 in theadvisor categories.
The Black Book survey web instrument isopen to respondents and new participantseach year in calendar Q2. In 2008, the surveyinstrument was available from March 15 -May 12 athttp://TheBlackBookOfOutsourcing.com
2008
US & North AmericanOutsourcing Advisor
TOP HONORS OVERALLTPI
2008
EuropeanOutsourcing Advisor
TOP HONORS OVERALLIneum
2008United Kingdom
Outsourcing AdvisorTOP HONORS OVERALL
Ovum
http://theblackbookofoutsourcing.com/http://theblackbookofoutsourcing.com/7/31/2019 2008 Outsourcing Advisor Report[1]
12/71
w.TheBlackBookOfOutsourcing.com
INDIVIDUAL PROJECT INITIATIVES(FULL SERVICE & BOUTIQUE VENDORS)
Overall 2008 Advisors Rankings
Rank ITOAdvisors
HROAdvisors
FAOAdvisors
BPOAdvisors
BenchmarkingAdvisors
Rank BOUTIQUEOUTSOURCING
ADVISORS
FULL SEROUTSOURC
ADVISO1 TPI TPI Pricewaterhouse
Coopers
Avasant
(formerlyStradling)
Gartner 1 Pace Harmon TPI
2 .Gartner Towers Perrin TPI Hackett Group Hackett Group 2 The W Group Gartner
3 The W Group Everest Group Everest Group Nelson Hall Aberdeen 3 NelsonHall Hackett Gr
4 RampRate Hackett Group Expense ManagementSolutions
Everest Group Deloitte 4 Hitachi Everest Gr
5 Booz & Company PricewaterhouseCoopers
Pace Harmon Gartner NautilusProBenchmark
5 Vantage Partners Pri cew aterhCoopers
6 PA Consulting Avasant (formerlyStradling)
Hackett Group PricewaterhouseCoopers
PricewaterhouseCoopers
6 Alsbridge Booz & Com
7 Pace Harmon Gartner Gartner TPI McKinsey 7 Global Equations Avasan(formerly Stra
8 ArchstoneConsulting
Equaterra ScottMadden PA Consulting RampRate 8 Ineum ManagementConsulting
PA Consul
9 Hitachi Consulting Vales Consulting Equaterra KPMG IDC 9 ArchstoneConsulting
Equaterr
10 DiamondConsulting
PA Consulting KPMG McKinsey Atos Consulting 10 ScottMadden AT Kearn
11 PricewaterhouseCoopers
Hay Group PA Consulting Equaterra TPI 11 RampRate Deloitte
12 Everest Group Fidelity Avasant (formerlyStradling)
neoIT PA Consulting 12 Argea McKinse
13 McKinsey Ineum Capco Vantage Partners Expense ManagementSolutions
13 Vales Consulting KPMG
14 KPMG Buck Consultants Argea Argea Everest Group 14 neoIT Ovum Orb
15 Fujitsu Consulting Hager Strategic FAO Research Quantum Plus Ventoro 15 Diamond Consul ting BearingPo
7/31/2019 2008 Outsourcing Advisor Report[1]
13/71
w.TheBlackBookOfOutsourcing.com
Append
Full Service Advisor Rank
w Scores
Rank Advisor 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 MEA
1TPI
9.32 9.49 9.15 9.38 9.15 9.43 9.31 9.30 9.27 9.47 9.02 9.30 9.58 9.45 9.54 9.10 9.89 9.48 9.73 9.62 9.4
2Gartner
9.03 9.35 9.50 9.01 9.13 8.73 9.35 9.19 9.01 9.42 9.55 9.22 9.45 9.50 9.58 9.64 9.43 8.99 9.65 9.29 9.3
3Hackett
8.96 8.89 8.79 8.36 8.28 8.92 9.27 8.89 9.47 9.07 8.74 9.63 9.18 9.38 9.42 9.41 9.02 9.51 8.93 9.01 9.0
4Everest
9.05 9.31 9.07 8.96 9.18 9.13 9.08 8.90 9.26 9.03 8.89 9.11 9.40 8.81 9.38 9.00 8.78 9.32 8.50 8.90 9.0
5PWC
8.94 8.80 9.16 7.98 9.07 8.41 8.85 9.18 8.50 8.77 8.81 9.13 8.95 7.99 9.04 9.18 9.45 9.12 9.33 9.47 8.9
6
Booz &
Company 8.98 8.73 9.10 7.85 8.90 8.20 9.14 8.98 8.44 9.44 8.85 9.07 8.93 8.51 9.16 8.65 8.35 9.02 8.93 8.14 8.7
7Avasant
9.02 9.00 9.05 9.16 8.89 8.29 9.24 9.01 9.32 8.88 8.72 8.90 9.02 8.39 8.93 9.18 7.75 8.09 8.02 8.39 8.7
8PA Consulting
8.76 8.79 8.69 8.65 8.58 8.79 8.03 8.94 7.89 8.38 8.66 8.96 8.08 9.14 8.75 8.33 8.02 9.54 7.89 7.45 8.5
9Equaterra
8.39 8.32 7.67 8.01 7.95 8.84 8.19 8.04 8.46 8.36 8.25 7.96 7.20 9.01 8.50 8.92 8.29 9.05 7.91 7.05 8.2
10AT Kearney
8.43 8.54 8.23 7.81 8.00 7.94 8.49 8.43 8.51 8.12 7.98 8.35 9.10 8.20 8.20 8.31 7.59 8.25 7.24 8.43 8.2
7/31/2019 2008 Outsourcing Advisor Report[1]
14/71
w.TheBlackBookOfOutsourcing.com
FULL SERVICE ADVISOR CRITERIA QUESTION
OUTSOURCING ADVISORY FIRMSWITH MOST #1 INDIVIDUAL CRITERIA SCORESOf 20 Total Criteria, the
Number of Criteria FirmRanks #1 FIRM
OverallRank
10 TPI 1
6 GARTNER 2
2 THE HACKETT GROUP 3
1 EVEREST GROUP 4
1 PA CONSULTING 8
TOP
RANKEDADVISORS
BYREGIONALCLIENTELE
FULL SERVICEADVISORS
UK
USA
&
AMERICAS
EUROP
E
ASIA,
MIDDLE
EAST&
AFRICA
1 ITO Ovum TPI AtosConsulting
Fujitsu
1 BPO Equaterra Avasant Deloitte PWC
7/31/2019 2008 Outsourcing Advisor Report[1]
15/71
w.TheBlackBookOfOutsourcing.com
FULL SERVICE OUTSOURCING ADVISORY FIRMS
TOP SCORE PER INDIVIDUAL KPI
(Q) # CriteriaFULL SERVICE
ADVISORY FIRMOverall
Rank
1 Level of Advisor Outsourcing Experience TPI 1
2 Client Outcomes and Improvements TPI 1
3 Capability Enhancements for Client GARTNER 2
4 Advisor Domains of Outsourcing Expertise TPI 1
5 Advisor Industry-Specific Outsourcing Qualifications EVEREST GROUP 4
6 Spectrum of Outsourcing Category-Specific Functions TPI 1
7 Outsourcing Governance & Service Management Solutions GARTNER 2
8 Strategic Outsourcing Options & Delivery Alternatives TPI 1
9 Vendor Agnostic, Integrity, Objectivity HACKETT GROUP 3
10 Innovations in Consultative Approaches TPI 1
11 Scalability, Flexibility and Customization GARTNER 2
12 Breadth of Experience through Sourcing Lifecycle HACKETT GROUP 3
13 Marginal Value Adds TPI 1
14 Relationship Support and Client Care GARTNER 2
15 Trust, Reliability, Confidentiality GARTNER 2
16 Global Sourcing Applications, Globalization Understanding GARTNER 2
17 Return-On-Investment, Engagement Deliverables & Quality TPI 1
18 Speed and Efficiency of IT Engagement Deployment PA CONSULTING 8
19 Best-of-Breed Technology, IT Process Improvement TPI 1
20 Engagement Viability TPI 1
7/31/2019 2008 Outsourcing Advisor Report[1]
16/71
w.TheBlackBookOfOutsourcing.com
1. Level of Advisor Outsourcing Experience
FULLSERVICEDVISORYFINALRANK
CRITERIARANK
ADVISORITO HRO FAO BPO BENCHMARK
ADVM
11
TPI 9.84 9.74 9.60 9.03 8.40 9
42
Everest Group 9.04 9.44 8.89 9.12 8.75 9
23
Gartner 9.53 8.91 8.80 8.08 9.85 9
74
Avasant (formerlyStradling)
9.00 9.06 9.07 9.78 8.19 9
65
Booz & Company 9.27 8.88 8.78 9.32 8.67 8
36
Hackett Group 8.91 9.49 8.23 8.56 9.59 8
57
Pricewaterhouse Coopers 8.31 9.02 9.19 9.03 9.16 8
88
PA Consulting 8.20 9.32 9.37 8.38 8.54 8
109
AT Kearney 9.20 8.32 9.18 7.58 7.89 8
910
Equaterra 7.23 9.02 9.20 9.48 7.02 8
ALLVENDORS (FULL & BOUTIQUE) ITO HRO FAO BPO BENCHMARK
TOP VENDORTHIS KPI TPI TPI TPI Avasant Gartner
7/31/2019 2008 Outsourcing Advisor Report[1]
17/71
w.TheBlackBookOfOutsourcing.com
Client Financial Improvements (Cost Savings, Cost Avoidance, Revenue Enhancements)
FULLERVICEVISORY
FINALRANK
CRITERIARANK
ADVISORITO HRO FAO BPO BENCHMARK
ADVIME
1
1
TPI
9.68 9.75 9.68 9.10 9.22
9.4
22
Gartner
9.30 9.02 8.93 9.72 9.76
9.3
43
Everest Group
9.00 9.70 9.26 9.66 8.91
9.3
74
Avasant (formerlyStradling) 8.75 9.20 8.46 9.85 8.72
9.0
35
Hackett Group
8.69 9.36 9.05 8.08 9.47
8.9
56
Pricewaterhouse Coopers
9.03 8.35 9.74 9.05 7.82
8.8
8
7
PA Consulting
9.10 8.56 8.48 8.84 8.97
8.7
68
Booz & Company
9.52 8.63 8.37 8.02 9.10
8.7
109
AT Kearney
9.81 8.47 8.35 7.86 8.20
8.5
910
Equaterra
7.95 8.64 7.72 8.55 8.76
8.3
ALLVENDORS (FULL & BOUTIQUE) ITO HRO FAO BPO BENCHMARK
TOP VENDORTHIS KPI AT Kearney TPI Pricewaterhouse
CoopersAvasant Gartner
7/31/2019 2008 Outsourcing Advisor Report[1]
18/71
w.TheBlackBookOfOutsourcing.com
Capability Enhancements for Client
FULLERVICEVISORY
FINALRANK
CRITERIARANK
ADVISORITO HRO FAO BPO BENCHMARK
ADVIME
31
Gartner 9.50 9.39 9.14 9.68 9.80 9.5
52
Pricewaterhouse Coopers 9.00 9.38 9.87 9.54 8.00 9.1
13
TPI 9.38 9.73 8.96 9.27 8.39 9.1
64
Booz & Company 9.74 9.15 9.39 9.34 7.87 9.1
75
Avasant 8.64 9.08 8.84 9.78 9.01 9.0
46
Everest Group 8.80 9.49 9.59 8.87 8.52 9.0
37
Hackett Group 8.37 9.34 8.90 7.62 9.74 8.7
89
PA Consulting 9.07 8.51 9.25 8.42 8.19 8.6
1010
AT Kearney 8.92 8.03 7.92 7.90 8.36 8.2
98
Equaterra 7.93 8.09 8.22 7.27 6.84 7.6
ITO HRO FAO BPO BENCHMARK
TOP VENDORTHIS KPI Booz &
CompanyTPI Pricewaterhouse
CoopersAvasant Gartner
7/31/2019 2008 Outsourcing Advisor Report[1]
19/71
w.TheBlackBookOfOutsourcing.com
Advisor Domains of Expertise
FULLERVICEVISORY
FINALRANK
CRITERIARANK
ADVISORITO HRO FAO BPO BENCHMARK
ADVIME
1
1
TPI
9.58 9.79 9.40 9.12 9.00
9.3
72
Avasant
9.39 8.47 9.15 9.06 9.75
9.1
133
KPMG
9.08 9.54 9.21 9.18 8.44
9.0
24
Gartner
8.979.42
8.26 9.65 8.73
9.0
45
Everest Group
8.64 9.62 8.06 8.83 9.64
8.9
86
PA Consulting
8.91 8.29 9.48 8.11 8.47
8.6
3 7 Hackett Group 9.09 8.19 8.38 8.50 7.638.3
98
Equaterra
9.24 7.03 8.15 8.43 7.19
8.0
59
Pricewaterhouse Coopers
7.02 8.22 9.61 7.93 7.09
7.9
610
Booz & Company
7.24 7.93 8.17 8.89 6.99
7.8
ITO HRO FAO BPO BENCHMARK
TOP VENDORTHIS KPI
TPI TPIPricewaterhouse
Coopers Gartner Avasant
7/31/2019 2008 Outsourcing Advisor Report[1]
20/71
w.TheBlackBookOfOutsourcing.com
Advisor Industry-Specific Qualifications
FULLERVICEVISORY
FINALRANK
CRITERIARANK
ADVISORITO HRO FAO BPO BENCHMARK
ADVIME
41
Everest Group 9.11 9.48 9.14 9.88 8.29 9.1
12
TPI 9.83 9.11 9.55 8.79 8.47 9.1
23
Gartner 8.87 8.75 9.03 9.17 9.82 9.1
54
Pricewaterhouse Coopers 9.14 9.58 9.30 9.28 8.05 9.0
65
Booz & Company 9.48 9.35 9.07 8.29 8.32 8.9
76
Avasant 8.22 9.28 9.52 9.47 7.98 8.8
87
PA Consulting 8.10 9.27 8.66 9.30 7.57 8.5
118
Deloitte 9.31 9.18 7.39 8.05 8.59 8.5
139
KPMG 8.39 9.02 8.49 7.78 8.02 8.3
1210
McKinsey 9.15 7.46 7.18 8.52 9.18 8.3
ITO HRO FAO BPO BENCHMARK
TOP VENDORTHIS KPI
TPIPricewaterhouse
Coopers TPI Everest Group Gartner
7/31/2019 2008 Outsourcing Advisor Report[1]
21/71
w.TheBlackBookOfOutsourcing.com
Spectrum of Sourcing Business Support Functions (ITO, FAO, HRO, LPO, CCO, BPO, HRO,SCPO, FMO, and BUNDLED)
FULLERVICEVISORY
FINALRANK
CRITERIARANK
ADVISORITO HRO FAO BPO BENCHMARK
ADVIME
1 1 TPI 9.80 9.59 9.30 9.55 8.91 9.4
42
Everest Group 8.68 9.48 9.68 9.19 8.64 9.1
43
Hackett Group 8.01 9.35 9.21 8.29 9.73 8.9
94
Equaterra 7.69 9.14 9.40 9.08 8.88 8.8
85
PA Consulting 9.38 9.27 9.04 7.95 8.32 8.7
26
Gartner 9.04 8.17 8.55 8.30 9.60 8.7
13 7 KPMG 9.02 8.29 8.31 7.94 8.84 8.4
58
PWC 8.57 7.29 9.03 8.21 8.94 8.4
79
Avasant 8.35 7.60 8.09 9.51 7.91 8.2
1510
BearingPoint 8.94 7.39 7.10 7.18 8.23 7.7
ITO HRO FAO BPO BENCHMARK
TOP VENDORTHIS KPI
TPI TPI Everest Group TPI Hackett Group
7/31/2019 2008 Outsourcing Advisor Report[1]
22/71
w.TheBlackBookOfOutsourcing.com
Governance & Sourcing Service Management/Administration Solutions
FULLRVICE
VISORYINAL
RANK
CRITERIARANK
ADVISORITO HRO FAO BPO BENCHMARK
ADVISMEA
21
Gartner
9.68 9.18 8.73 9.29 9.85
9.3
12
TPI
9.54 9.52 9.21 9.48 8.80
9.3
33
Hackett Group
8.94 9.04 9.77 9.03 9.59
9.2
74
Avasant
8.78
8.99
9.34 9.82 9.28
9.2
65
Booz & Company
9.40 9.37 9.30 8.74 8.87
9.1
46
Everest Group
9.29 9.23 9.61 8.99 8.26
9.0
57
PWC
8.05 8.69 9.62 8.82 9.05
8.8
138
KPMG
9.13 8.45 8.84 8.72 8.92
8.8
119
Deloitte
9.07 8.03 9.01 9.09 8.38
8.7
910
Equaterra
7.18 9.60 8.29 7.98 7.90
8.1
ITO HRO FAO BPO BENCHMARK
TOP VENDORTHIS KPI
Gartner Equaterra Hackett Group Avasant Gartner
7/31/2019 2008 Outsourcing Advisor Report[1]
23/71
w.TheBlackBookOfOutsourcing.com
8. Strategic Options & Delivery Alternatives (Shared Services, Insourcing, Outsourcing,Offshoring, Nearshoring, Captives)
FULLERVICEVISORY
FINALRANK
CRITERIARANK
ADVISORITO HRO FAO BPO BENCHMARK
ADVIME
1 1 TPI 9.63 9.87 9.13 9.28 8.59 9.3
22
Gartner 8.92 9.23 9.28 8.83 9.70 9.1
53
Pricewaterhouse Coopers 9.03 9.38 9.52 9.01 8.98 9.1
74
Avasant 8.75 9.00 9.29 9.59 8.43 9.0
65
Booz & Company 9.53 8.39 9.11 9.39 8.50 8.9
86
PA Consulting 9.72 8.20 9.43 9.18 8.17 8.9
4 7 Everest Group 8.83 8.44 9.03 9.15 9.07 8.9
38
Hackett Group 8.59 8.97 8.30 9.19 9.38 8.8
129
McKinsey 9.21 8.30 7.74 9.63 8.40 8.6
1010
AT Kearney 8.78 8.05 8.73 8.15 8.44 8.4
ITO HRO FAO BPO BENCHMARK
TOP VENDORTHIS KPI
PA Consulting TPIPricewaterhouse
Coopers McKinsey Gartner
7/31/2019 2008 Outsourcing Advisor Report[1]
24/71
w.TheBlackBookOfOutsourcing.com
Vendor Agnostic
FULLERVICEVISORY
FINALRANK
CRITERIARANK
ADVISORITO HRO FAO BPO BENCHMARK
ADVIME
31
Hackett Group 9.77 9.49 9.22 9.15 9.70 9.4
72
Avasant 9.18 9.03 9.24 9.80 9.35 9.3
13
TPI 9.39 9.59 9.18 9.24 8.95 9.2
44
Everest Group 9.38 9.64 9.60 9.29 8.41 9.2
25
Gartner 8.97 9.00 9.30 8.29 9.48 9.0
126
McKinsey 9.02 9.27 8.58 8.44 9.50 8.9
117
KPMG 9.40 7.80 9.61 7.53 8.59 8.5
108
AT Kearney 8.73 9.30 8.29 7.98 8.24 8.5
59
PWC 8.82 8.69 8.39 9.07 7.53 8.5
910
Equaterra 7.94 8.81 9.00 8.45 8.09 8.4
ITO HRO FAO BPO BENCHMARK
TOP VENDORTHIS KPI
Hackett Group Everest Group KPMG Avasant Hackett Group
7/31/2019 2008 Outsourcing Advisor Report[1]
25/71
w.TheBlackBookOfOutsourcing.com
. Innovations in Consultative Approaches and Client Industries
FULLERVICEVISORY
FINALRANK
CRITERIARANK
ADVISORITO HRO FAO BPO BENCHMARK
ADVIME
11
TPI 9.65 9.60 9.80 9.29 9.02 9.4
62
Booz & Company 9.79 9.49 9.76 9.49 8.66 9.4
23
Gartner 9.41 9.39 9.30 9.31 9.68 9.4
34
Hackett Group 8.82 9.38 9.01 8.72 9.42 9.0
45
Everest Group 7.88 9.40 9.66 9.26 8.94 9.0
76
Avasant 9.30 9.08 8.47 9.28 8.28 8.8
57
PWC 8.39 9.28 8.38 8.65 9.14 8.7
118
Deloitte 8.77 8.95 9.09 7.39 8.42 8.5
89
PA Consulting 8.90 8.04 8.28 7.93 8.76 8.3
1410
Ovum Orbys 9.28 7.48 8.00 7.74 9.21 8.3
ITO HRO FAO BPO BENCHMARK
TOP VENDORTHIS KPI Booz &
Company TPI TPIBooz &
Company Gartner
7/31/2019 2008 Outsourcing Advisor Report[1]
26/71
w.TheBlackBookOfOutsourcing.com
. Scalability, Flexibility and Customization
FULLERVICEVISORY
FINALRANK
CRITERIARANK
ADVISORITO HRO FAO BPO BENCHMARK
ADVIME
21
Gartner 9.84 9.29 9.62 9.09 9.89 9.5
122
McKinsey 9.76 9.19 9.08 9.85 9.35 9.4
13
TPI 9.48 9.75 9.01 8.61 8.24 9.0
44
Everest Group 9.08 8.97 9.59 8.94 7.88 8.8
65
Booz & Company 9.15 9.02 8.47 8.70 8.91 8.8
56
PWC 8.65 8.95 8.91 8.48 9.06 8.8
37
Hackett Group 9.21 8.20 8.44 8.30 9.55 8.7
78
Avasant 8.82 8.66 8.39 9.65 8.08 8.7
89
PA Consulting 8.94 8.39 9.19 8.53 8.27 8.6
1110
Deloitte 7.41 9.09 9.33 7.22 7.09 8.0
ITO HRO FAO BPO BENCHMARK
TOP VENDORTHIS KPI
Gartner TPI Gartner McKinsey Gartner
7/31/2019 2008 Outsourcing Advisor Report[1]
27/71
w.TheBlackBookOfOutsourcing.com
2. Breadth of Experience through Entire Sourcing Lifecycle
FULLERVICEVISORY
FINALRANK
CRITERIARANK
ADVISORITO HRO FAO BPO BENCHMARK
ADVIME
31 Hackett 9.72 9.39 9.55 9.69 9.80
9.6
12 TPI 9.70 9.84 9.09 9.59 8.29
9.3
23 Gartner 9.18 9.09 9.30 8.93 9.62
9.2
54 PWC 9.19 9.21 9.86 8.48 8.92
9.1
45 Everest 9.03 9.63 9.00 8.82 9.07
9.1
66 Booz & Company 9.59 8.33 9.57 9.02 8.84
9.0
137
KPMG 9.31 7.93 9.52 9.00 9.14
8.9
88 PA Consulting 9.02 8.63 8.28 9.31 9.55
8.9
79 Avasant 8.64 9.00 8.39 9.34 9.13
8.9
1010 AT Kearney 8.89 8.11 8.43 8.72 7.59
8.3
ITO HRO FAO BPO BENCHMARK
TOP VENDORTHIS KPI
Hackett Group TPIPricewaterhouse
Coopers Hackett Group Hackett Group
7/31/2019 2008 Outsourcing Advisor Report[1]
28/71
w.TheBlackBookOfOutsourcing.com
. Marginal Value Adds
FULLERVICEVISORY
FINALRANK
CRITERIARANK
ADVISOR
ITO HRO FAO BPO BENCHMARKADV
ME
1
1
TPI 9.77 9.83 9.57 9.42 9.33
9.2
2Gartner 9.68 9.18 9.02 9.52 9.83
9.
43
Everest 9.04 9.55 9.28 9.72 9.43
9.
34
Hackett 9.23 9.00 9.41 8.52 9.75
9.
105
AT Kearney 9.02 9.02 9.20 8.88 9.40
9.
76
Avasant 9.04 8.76 8.31 9.80 9.18
9.
5
7
PWC 8.91 9.32 9.67 8.44 8.39
8.6
8Booz & Company 9.70 8.48 8.92 8.76 8.81
8.
139
KPMG 8.93 8.11 8.39 9.03 9.51
8.
1110
Deloitte 8.62 8.79 8.15 8.22 8.57
8.
ITO HRO FAO BPO BENCHMARK
TOP VENDORTHIS KPI
TPI TPIPricewaterhouse
Coopers Avasant Gartner
7/31/2019 2008 Outsourcing Advisor Report[1]
29/71
w.TheBlackBookOfOutsourcing.com
. Relationship Support and Client Care
FULLERVICEVISORY
FINALRANK
CRITERIARANK
ADVISORITO HRO FAO BPO BENCHMARK
ADVME
21
Gartner
9.77 9.12 9.40 9.37 9.83 9.
12
TPI
9.82 9.88 9.15 9.38 9.03 9.
33
Hackett
9.03 9.29 9.44 9.36 9.79 9.
84
PA Consulting
9.31 9.03 9.10 9.33 8.93 9.
95
Equaterra
8.63 9.45 8.79 9.43 8.70 9.
46
Everest
8.62 9.00 8.95 8.98 8.48 8.
67
Booz & Company
8.59 8.71 8.82 9.11 7.30 8.7
8Avasant
8.25 8.02 7.66 9.68 8.89 8.
129
McKinsey
8.14 8.99 7.28 9.22 8.78 8.
1010
AT Kearney
8.87 8.31 9.11 7.07 8.91 8.
ITO HRO FAO BPO BENCHMARK
TOP VENDORTHIS KPI
TPI TPI Hackett Group Avasant Gartner
7/31/2019 2008 Outsourcing Advisor Report[1]
30/71
w.TheBlackBookOfOutsourcing.com
. Trust, Reliability, Confidentiality
FULLERVICEVISORY
FINALRANK
CRITERIARANK
ADVISORITO HRO FAO BPO BENCHMARK
ADVME
2
1
Gartner 9.62 9.34 9.49 9.60 9.84
9.1
2TPI 9.79 9.80 9.32 9.52 9.22
9.
33
Hackett 9.40 9.21 9.23 9.55 9.70
9.
44
Everest 8.82 9.44 9.70 9.68 9.25
9.
65
Booz & Company 9.85 9.00 8.57 9.18 9.20
9.
56
PWC 8.87 9.26 9.29 8.95 8.83
9.
7
7
Avasant 8.55 9.15 8.38 9.71 8.87
8.
88
PA 9.03 9.39 8.66 8.52 8.13
8.
119
KPMG 8.99 9.00 8.95 8.77 7.988.
910
Equaterra 7.21 9.07 8.42 9.39 8.42 8.
ITO HRO FAO BPO BENCHMARK
TOP VENDORTHIS KPI Booz &
Company TPI Everest Group Avasant Gartner
7/31/2019 2008 Outsourcing Advisor Report[1]
31/71
w.TheBlackBookOfOutsourcing.com
. Globalization Skills and Initiatives, Global Service Transformations for Client
FULLERVICEVISORY
FINALRANK
CRITERIARANK
ADVISORITO HRO FAO BPO BENCHMARK
ADVME
21
Gartner
9.81 9.54 9.73 9.23 9.86 9.
32
Hackett
9.23 9.02 9.40 9.61 9.80 9.
53
PWC
8.27 9.55 9.85 9.03 9.19 9.
74
Avasant
8.59 9.16 9.37 9.73 8.98 9.
15
TPI
9.59 9.40 8.55 9.02 8.93 9.
46
Everest
9.01 9.32 9.40 9.27 7.99 9.
97
Equaterra
7.88 9.37 8.81 9.57 8.99 8.6
8Booz & Company
9.55 8.60 8.08 8.54 8.48 8.
89
PA
8.12 8.56 8.25 8.73 8.00 8.
1010
AT Kearney
7.97 8.44 9.29 7.70 8.12 8.
ITO HRO FAO BPO BENCHMARK
TOP VENDORTHIS KPI
GartnerPricewaterhouse
CoopersPricewaterhouse
Coopers Avasant Gartner
7/31/2019 2008 Outsourcing Advisor Report[1]
32/71
w.TheBlackBookOfOutsourcing.com
. Return-On-Investment, Engagement Deliverables & Quality
FULLERVICEVISORY
FINALRANK
CRITERIARANK
ADVISORITO HRO FAO BPO BENCHMARK
ADVME
1
1
TPI 9.83 9.87 9.65 9.40 9.43
9.5
2PWC 9.34 9.28 9.82 9.30 9.28
9.
23
Gartner 9.67 8.19 9.50 8.73 9.79
9.
34
Hackett 9.12 8.84 9.20 9.03 9.70
9.
45
Everest 8.79 9.15 9.36 8.91 9.29
8.
66
Booz & Company 9.55 9.30 9.18 8.28 8.68
8.
9
7
Equaterra 7.76 9.11 9.23 9.36 9.14
8.
128
McKinsey 9.13 8.55 8.72 8.52 8.338.
139
KPMG 9.06 7.08 9.22 9.01 7.26 8.
1110
Deloitte 7.84 8.97 9.47 8.08 7.18 8.
ITO HRO FAO BPO BENCHMARK
TOP VENDORTHIS KPI
TPI TPIPricewaterhouse
Coopers TPI Gartner
7/31/2019 2008 Outsourcing Advisor Report[1]
33/71
w.TheBlackBookOfOutsourcing.com
. Speed and Efficiency of Initiative Deployment
FULLERVICEVISORY
FINALRANK
CRITERIARANK
ADVISORITO HRO FAO BPO BENCHMARK
ADVME
8
1
PA Consulting
9.70 9.85 9.57 9.33 9.24 9.14
2Ovum Orbys
9.84 9.49 9.04 9.54 9.73 9.
123
McKinsey
9.61 9.63 9.52 9.16 9.76 9.
34
Hackett
9.66 9.51 9.75 9.14 9.45 9.
15
TPI
9.55 9.35 9.49 9.73 9.23 9.
46
Everest
9.37 9.40 9.20 9.34 9.27 9.
5
7
PWC
8.78 8.84 9.85 9.13 8.99 9.
98
Equaterra
7.72 9.32 9.48 9.68 9.02 9.
69
Booz & Company
9.38 9.03 8.22 9.19 9.25 9.
210
Gartner
9.03 8.96 8.65 8.62 9.68 8.
ITO HRO FAO BPO BENCHMARK
TOP VENDORTHIS KPI
Ovum Orbys PA ConsultingPricewaterhouse
Coopers TPI McKinsey
7/31/2019 2008 Outsourcing Advisor Report[1]
34/71
w.TheBlackBookOfOutsourcing.com
. Best of Breed Technology, Process Improvement, Governance Tools, Research
FULLERVICE
DVISORYFINALRANK
CRITERIARANK
ADVISORITO HRO FAO BPO BENCHMARK
ADVME
11
TPI
9.80 9.85 9.77 9.84 9.40 9.
22
Gartner
9.74 9.03 9.86 9.70 9.90 9.
53
PWC
8.90 9.16 9.88 9.30 9.43 9.
34
Hackett
9.29 8.59 8.65 8.38 9.74 8.
65
Booz & Company
9.53 8.38 9.06 8.42 9.20 8.
46
Everest
9.29 9.30 8.40 8.33 9.28 8.
117
Deloitte
9.11 9.72 8.54 8.47 9.76 8.11
8KPMG
8.94 8.24 7.09 8.52 8.75 8.
129
McKinsey
9.08 7.88 8.14 8.02 8.39 8.
710
Avasant
7.98 7.03 8.30 9.40 7.44 8.
ITO HRO FAO BPO BENCHMARK
TOP VENDORTHIS KPI
TPI TPIPricewaterhouse
Coopers TPI Gartner
7/31/2019 2008 Outsourcing Advisor Report[1]
35/71
w.TheBlackBookOfOutsourcing.com
. Long Term Viability of Practice Advice/Consultation impacting Client
FULLERVICEVISORY
FINALRANK
CRITERIARANK
ADVISOR
ITO HRO FAO BPO BENCHMARKADV
ME
11
TPI
9.85 9.89 9.54 9.76 9.58 9.
52
PWC
9.49 9.59 9.86 9.58 9.69 9.
23
Gartner
9.58 9.11 9.32 8.93 9.71 9.
34
Hackett
8.72 8.79 8.67 8.94 9.53 9.
45
Everest
8.79 9.04 8.99 8.80 9.02 8.
10
6
AT Kearney
8.54 8.67 8.23 8.00 9.07 8.
77
Avasant
8.03 8.13 8.25 9.63 8.09 8.
68
Booz & Company
9.03 7.71 8.90 7.75 8.18 8.
89
PA
8.44 8.25 8.78 8.08 7.92 7.
910
Equaterra
6.89 9.12 7.95 9.09 7.11 7.
ITO HRO FAO BPO BENCHMARK
TOP VENDOR
THIS KPI TPI TPI PricewaterhouseCoopers TPI Gartner
7/31/2019 2008 Outsourcing Advisor Report[1]
36/71
www.TheBlackBookOfOutsourcing.com
Page 34 www.TheBlackBookOfOutsourcing.com
Appendix 2
Boutique Advisor Ranking
BOUTIQUE OUTSOURCINGADVISORS
1 Pace HarmonITO, BPO 9.47
2 The W GroupITO 9.45
3 Nelson HallBPO 9.40
4 Hitachi Consulting ITO 9.21
5 Vantage PartnersSourcing Relations 9.15
6 AlsbridgeITO, BPO, HRO 9.04
7 Global EquationsBPO 9.02
8 Ineum/Management Consulting GroupITO, FAO 9.01
9 Archstone ConsultingFAO, ITO, Sourcing 8.89
10 ScottMadden Supply Chain 8.53
TOPRANKED
ADVISORSBY
REGIONALCLIENTELE
BOUTIQUEADVISORS
UK
USA
&
AMERICAS
EUROPE
ASIA,
MIDDLEEAST&
AFRICA
1 ITO Alsbridge W Group Ineum Hitachi
1 BPO Nelson Hall Pace Harmon Ineum TPM Global
7/31/2019 2008 Outsourcing Advisor Report[1]
37/71
www.TheBlackBookOfOutsourcing.com
Page 35 www.TheBlackBookOfOutsourcing.com
(Q)# Key Performance Indicator FIRM
TOP RANKEDSPECIALTY
OverallRank
1Level of Advisor Outsourcing Experience
Pace Harmon ITO 1
2Client Outcomes and Improvements
Pace Harmon ITO 1
3Capability Enhancements for Client
Hitachi Consulting ITO 4
4Advisor Domains of Outsourcing Expertise
Pace Harmon BPO 1
5 Advisor Industry-Specific Outsourcing Qualifications NelsonHall BPO 3
6Spectrum of Outsourcing Category-Specific Functions
The W Group ITO 2
7Outsourcing Governance & Service Management Solutions
Alsbridge ITO/BPO 6
8 Strategic Outsourcing Options & Delivery Alternatives Vantage Partners Sourcing 5
9Vendor Agnostic, Integrity, Objectivity
NelsonHall BPO 3
10Innovations in Consultative Approaches
Archstone Consulting ITO 9
11 Scalability, Flexibility and Customization Archstone Consulting ITO 9
12Breadth of Experience through Sourcing Lifecycle
Pace Harmon ITO 1
13Marginal Value Adds
Pace Harmon ITO/BPO 1
14Relationship Support and Client Care
Global Equations BPO 7
15Trust, Reliability, Confidentiality
Pace Harmon ITO/BPO 1
16Global Sourcing Applications, Globalization Understanding
Ineum/Management Consultants BPO 1
17Return-On-Investment, Engagement Deliverables & Quality
Pace Harmon ITO/BPO 1
18Speed and Efficiency of IT Engagement Deployment
Hitachi Consulting ITO 4
19Best-of-Breed Technology, IT Process Improvement
The W Group ITO 2
20Engagement Viability
Fujitsu Consulting ITO 11
7/31/2019 2008 Outsourcing Advisor Report[1]
38/71
www.TheBlackBookOfOutsourcing.com
Page 36 www.TheBlackBookOfOutsourcing.com
Appendix 3
Globalization Advisor Ranking
RANK
CORPORATEGLOBALIZATION
ADVISORS
UK
USA
EUROPE(NO
N-UK)
ASIA
MIDDLEEA
ST&
AFRICA
AMERICA
S
1 McKinsey 9.79 9.92 9.78 9.84 9.94 9.90
2 Alvarez & Marsal 9.14 9.66 9.43 9.39 8.67 9.59
3 Bain & Company 9.01 9.58 9.32 9.18 9.00 9.11
6 Management Consulting/Ineum 9.83
CORPORATE GLOBALIZATION
1 McKinsey 9.86
2 Alvarez & Marsal 9.31
3 Bain & Company 9.20
4 Boston Consulting Group 9.08
5 AT Kearney 9.00
6 Management Consulting/Ineum/Proudfoot 8.91
7 neoIT 8.65
8 Navigant 8.639 Focis 8.60
10 Huron Consulting 8.39
7/31/2019 2008 Outsourcing Advisor Report[1]
39/71
www.TheBlackBookOfOutsourcing.com
Page 37 www.TheBlackBookOfOutsourcing.com
Appendix 4
Independent Research Advisor Ranking
RESEARCH FIRMRANK MEAN
1 Everest Research 9.76
2 Gartner 9.55
3 McKinsey 9.53
4 AMR Research 9.44
5 Forrester 9.12
6 Deloitte 9.08
7 ValueNotes 9.01
8 IDC 8.99
9 Frost & Sullivan 8.32
10 Yankee Group 8.18
7/31/2019 2008 Outsourcing Advisor Report[1]
40/71
www.TheBlackBookOfOutsourcing.com
Page 38 www.TheBlackBookOfOutsourcing.com
Summary Ranking of Outsourcing Research byClient Projects and Initiatives
2008RANK
RESEARCH FIRMINFORM
ATION
TECHNO
LOGY
BUSINESS
PROCES
S
OUTSOU
RCING
OFFSHOR
ING
&
SPECIA
LTY
STUDIES
RESEARCH
MEAN
1 Everest Research 9.54 9.86 9.88 9.76
2 Gartner 9.91 9.22 9.51 9.55
3 McKinsey 9.50 9.33 9.75 9.53
4 AMR Research 9.41 9.72 9.18 9.44
5 Forrester 9.08 9.27 9.02 9.12
6 Deloitte 8.78 9.05 9.40 9.08
7 ValueNotes 8.80 9.45 8.77 9.01
8 IDC 8.91 8.64 9.42 8.99
9 Frost & Sullivan 8.71 8.91 8.23 8.62
10 Yankee Group 8.25 9.02 8.48 8.58
11 Springboard Research 8.58 8.36 8.77 8.5712
AT Kearney8.29 7.57 9.80 8.55
13TPI
8.85 8.03 8.56 8.48
14Aberdeen
8.09 8.18 9.13 8.46
15Plunkett Research
7.25 9.04 8.99 8.43
16FAO Research
8.00 8.25 9.00 8.42
17KPMG
7.62 8.47 8.66 8.25
18Equaterra
7.10 8.70 8.28 8.03
19Alsbridge
7.86 8.04 8.12 8.01
20ARC
6.98 7.28 8.93 7.73
7/31/2019 2008 Outsourcing Advisor Report[1]
41/71
www.TheBlackBookOfOutsourcing.com
Page 39 www.TheBlackBookOfOutsourcing.com
Appendix 5
Legal Outsourcing Advisor Ranking2008
RANK LEGAL ADVISORS
1 HUNTON & WILLIAMS
2 MILBANK TWEED HADLEY & MCCLOY
3 MORGAN LEWIS & BOCKIUS
4 BAKER & MCKENZIE
5 MAYER BROWN
6 PILLSBURY WINTHROP SHAW PITTMAN
7 LATHAM & WATKINS
8 MORRISON & FOERSTER
9 KIRKLAND & ELLIS
10 DLA PIPER
11 BIERCE & KENERSON
12 HUGHES & LUCE
13 COOLEY GODWARD KRONISH
14 JONES DAY
15 FASKEN MARTINEAU
16 SIMMONS & SIMMONS
17 ALSTON & BYRD
18 HOGAN & HARTSON
19 THELEN REID BROWN RAYSMAN & STEINER
20 SHEARMAN & STERLING
7/31/2019 2008 Outsourcing Advisor Report[1]
42/71
www.TheBlackBookOfOutsourcing.com
Page 40 www.TheBlackBookOfOutsourcing.com
Color-coded Stop Light Dashboard Scoring Key
Green (Top 10%) Scores Better than 90% of Qualified Legal Outsourcing AdvisorsGreen Coded Vendors have received constantly highest client satisfaction scores.
8.58+
Clear (Top 33%) Scores Better than 67% of Legal Outsourcing AdvisorsWell scored vendor which have middle of the pack results
7.31 to 8.57
Yellow Scores Better Than Half/ 50%of Legal Outsourcing AdvisorsCautionary performance scores, Areas of improvement required.
5.88 to 7.30
Red Scores Better Than Half/ 50%of Legal Outsourcing AdvisorsCautionary performance scores, Areas of improvement required.
Less than 5.87
1.00 5.87 5.88 7.30 5.89 8.57 8.58 10.00
GENERALLYDISSATISFIED
DOES NOT MEETEXPECTATIONS
CAN NOTRECOMMEND VENDOR
INCONSISTENTLYSATISFED
MEETS SOME/FEWEXPECTATIONS
RESERVESRECOMMENDATION
SATISFICATORYPERFORMANCE
MEETSEXPECTATIONS
RECOMMENDSVENDOR
OVERWHELMINGSATISFACTION
EXCEEDSEXPECTATIONS
HIGHLYRECOMMENDED
VENDOR
Law Firms & Legal Services for Outsourcing 1008
Outsourcing contractual law has been at the forefront of global sourcing since the 1980s with extensive trecord in IT outsourcing, business process outsourcing, business transformation outsourcing, technologyransformation, off shore services or strategic services.
Outsourcing lawyers negotiate the full range of strategic sourcing transactions, helping clients shorten the
ourcing cycle, speed the realization of benefits, and design lasting solutions that effectively support theirtrategic and operational objectives.
91 Law Firms with dedicated Outsourcing Advisory Practices qualified with a minimum of qualified andalidated client ballots. 161 Law Firms were included by client ballots in the 2008 survey process..
7/31/2019 2008 Outsourcing Advisor Report[1]
43/71
www.TheBlackBookOfOutsourcing.com
Page 41 www.TheBlackBookOfOutsourcing.com
1 HUNTON & WILLIAMS 9.35
2 MILBANK TWEED HADLEY & MCCLOY 9.29
3 MORGAN LEWIS & BOCKIUS 9.28
4 BAKER & MCKENZIE 8.86
5 MAYER BROWN 8.71
6 PILLSBURY WINTHROP SHAW PITTMAN 8.64
7 LATHAM & WATKINS 8.44
8 MORRISON & FOERSTER 8.35
9 KIRKLAND & ELLIS 8.30
10 DLA PIPER 8.27
11 BIERCE & KENERSON8.15
12 HUGHES & LUCE8.10
13 COOLEY GODWARD KRONISH8.01
14 JONES DAY7.89
15 FASKEN MARTINEAU7.88
16 SIMMONS & SIMMONS7.66
17 ALSTON & BYRD 7.51
18 HOGAN & HARTSON7.27
19 THELEN REID BROWN RAYSMAN & STEINER7.15
20 SHEARMAN & STERLING7.12
TOP TIER
LEGAL
ADVISORS 1 - 6
UPPER
MIDDLETIERLEGALADVISORS 5 - 18
MIDDLE TIER
LEGAL ADVISORS 19 34
TOP 20LEGAL OUTSOURCING
ADVISORS
7/31/2019 2008 Outsourcing Advisor Report[1]
44/71
www.TheBlackBookOfOutsourcing.com
Page 42 www.TheBlackBookOfOutsourcing.com
ank Legal FirmQ1 Q2 Q3 Q4 Q5 Q6 Q7 Q8 Q9 Q10 Q11 Q12 Q13 Q14 Q15 Q16 Q17 Q18 Q19 Q20
M
1 HUNTON & WILLIAMS 9.62 9.47 9.74 9.31 9.57 9.43 9.27 9.54 9.10 9.55 8.90 9.67 8.78 9.30 9.48 9.32 9.31 9.53 9.24 8.90 9
2 MILBANK TWEEDHADLEY & MCCLOY
9.34 9.60 9.17 9.64 9.73 9.04 8.75 9.73 8.98 9.43 9.57 9.45 9.07 9.24 8.72 8.99 9.78 9.42 9.18 9.03 9
3 MORGAN LEWIS &BOCKIUS
9.46 9.16 9.35 9.66 9.14 9.19 9.60 8.92 9.49 9.24 8.88 9.05 9.31 9.42 9.46 9.74 9.08 9.23 9.19 9.11 9
4 BAKER & MCKENZIE 8.93 9.21 8.86 7.94 8.52 9.30 8.49 8.54 8.95 9.04 8.97 9.09 9.36 8.34 8.85 9.32 8.32 9.06 9.20 8.92 8
5 MAYER BROWN 9.19 8.57 9.32 8.82 9.01 8.87 9.35 8.59 9.32 8.10 9.07 9.37 8.15 8.08 9.18 7.50 8.33 7.98 9.15 8.29 8
6 PILLSBURY WINTHROPSHAW PITTMAN
8.90 8.92 9.10 9.06 9.17 8.88 8.20 9.18 9.52 8.44 9.07 7.47 9.38 7.14 7.89 8.93 8.29 8.54 8.54 8.10 8
7 LATHAM & WATKINS 7.11 8.82 8.88 9.54 9.25 9.36 9.27 9.27 9.23 8.17 8.04 7.28 8.32 8.96 7.03 8.47 6.65 8.54 7.91 8.68 8
8 MORRISON &FOERSTER
9.30 8.82 8.19 9.16 8.55 9.08 8.99 7.31 8.67 8.07 9.44 8.93 7.63 7.95 8.86 7.43 7.06 6.99 8.53 8.08 8
9 KIRKLAND & ELLIS 8.48 8.75 8.73 8.45 7.12 9.34 7.30 8.17 9.11 9.02 8.99 8.18 8.90 7.79 9.06 8.56 7.18 6.60 8.04 8.29 8
10 DLA PIPER 8.04 7.28 9.03 9.17 8.40 8.74 8.87 8.58 8.02 8.56 6.95 8.83 7.72 7.00 7.73 8.55 7.83 8.06 9.18 8.79 8
11 BIERCE & KENERSON8.45 8.40 9.04 8.77 6.58 8.30 8.76 7.54 8.46 7.35 8.63 8.00 8.90 9.11 7.39 7.25 8.19 7.30 8.61 8.00 8
12 HUGHES & LUCE7.45 8.01 8.30 7.91 8.72 5.79 7.80 8.15 8.55 6.89 8.28 9.02 7.40 8.59 8.72 7.47 8.84 8.16 8.87 9.05 8
13 COOLEY GODWARD
KRONISH
8.33 8.08 5.78 8.89 8.76 6.05 8.69 7.93 8.90 8.46 8.64 8.80 8.14 7.60 7.49 8.63 6.20 7.68 8.33 8.84 8
14 JONES DAY8.42 8.39 9.26 8.15 7.64 8.11 8.48 6.02 8.09 8.04 6.80 8.41 9.22 7.94 6.48 8.40 6.77 7.03 7.16 8.92 7
15 FASKEN MARTINEAU7.82 7.44 6.99 7.81 7.42 6.77 7.07 9.06 6.66 8.32 8.14 9.26 8.92 7.20 7.34 6.87 8.83 8.09 9.08 8.52 7
16 SIMMONS & SIMMONS8.97 7.46 7.31 8.41 8.61 6.90 5.45 8.32 9.16 7.53 6.62 7.17 6.87 6.48 7.81 7.53 8.12 6.79 8.97 8.74 7
17 ALSTON & BYRD9.03 8.83 7.24 8.19 8.96 6.29 6.78 6.53 6.07 7.49 6.55 7.34 6.44 8.76 6.96 5.69 7.88 7.17 8.93 9.08 7
18 HOGAN & HARTSON7.92 6.78 7.93 6.06 8.63 6.85 6.94 7.54 6.88 8.05 8.17 7.73 5.58 6.13 7.25 6.26 8.73 6.22 7.77 7.99 7
19 THELEN REID BROWNRAYSMAN & STEINER
7.01 8.56 7.95 8.64 7.77 5.42 7.20 7.91 5.53 8.03 6.64 7.60 6.90 5.63 6.44 5.29 6.43 7.53 8.18 8.42 7
20 SHEARMAN & STERLING6.55 7.90 8.50 7.64 7.29 6.88 8.19 5.72 5.95 6.83 8.00 8.46 7.02 7.21 5.73 6.00 5.60 8.03 7.42 7.53 7
7/31/2019 2008 Outsourcing Advisor Report[1]
45/71
www.TheBlackBookOfOutsourcing.com
Page 43 www.TheBlackBookOfOutsourcing.com
RAW & MEAN SCORES BY LEGAL ADVISOR CRITERIA QUESTION
LEGAL OUTSOURCING ADVISORY FIRMSWITH MOST #1 INDIVIDUAL CRITERIA SCORES
Of 20 Total Criteria, the Number of CriteriaFirm Ranks #1 FIRM Overall Rank
8 HUNTON & WILLIAMS 1
5 MORGAN LEWIS & BOCKIUS 3
5 MILBANK TWEED HADLEY & MCCLOY 2
2 LATHAM & WATKINS 7
7/31/2019 2008 Outsourcing Advisor Report[1]
46/71
www.TheBlackBookOfOutsourcing.com
Page 44 www.TheBlackBookOfOutsourcing.com
TOP SCORE PER INDIVIDUAL CRITERIA
(Q) # Criteria FIRMOverall
Rank
1 Level of Legal Advisor Outsourcing Experience HUNTON & WILLIAMS 1
2 Client Legal Outcomes and Improvements MILBANK TWEED HADLEY & MCCLOY 2
3 Capability Enhancements for Client HUNTON & WILLIAMS 1
4 Advisor Domains of Legal Expertise MORGAN LEWIS & BOCKIUS 3
5 Advisor Industry-Specific Outsourcing Qualifications MILBANK TWEED HADLEY & MCCLOY 26 Legal Spectrum of Category-Specific Functions HUNTON & WILLIAMS 1
7 Legal Governance & Service Management Solutions MORGAN LEWIS & BOCKIUS 3
8 Strategic Legal Options & Delivery Alternatives MILBANK TWEED HADLEY & MCCLOY 2
9 Vendor Agnostic LATHAM & WATKINS 7
10 Innovations in Legal Consultative Approaches HUNTON & WILLIAMS 1
11 Scalability, Flexibility and Customization MILBANK TWEED HADLEY & MCCLOY 2
12 Breadth of Experience through Sourcing Lifecycle HUNTON & WILLIAMS 1
13 Marginal Value Adds LATHAM & WATKINS 7
14 Relationship Support and Client Care MORGAN LEWIS & BOCKIUS 3
15 Trust, Reliability, Confidentiality HUNTON & WILLIAMS 1
16 Global Legal Applications, Globalization Understanding MORGAN LEWIS & BOCKIUS 3
17 Return-On-Investment, Engagement Deliverables & Quality MILBANK TWEED HADLEY & MCCLOY 2
18 Speed and Efficiency of Engagement Deployment HUNTON & WILLIAMS 1
19 Best-of-Breed Technology, Process Improvement HUNTON & WILLIAMS 1
20 Engagement Viability MORGAN LEWIS & BOCKIUS 3
7/31/2019 2008 Outsourcing Advisor Report[1]
47/71
www.TheBlackBookOfOutsourcing.com
Page 45 www.TheBlackBookOfOutsourcing.com
1. Level of Legal Advisor Outsourcing Experience
Rank
Q1
OverallRank
FIRM
LEGALADVISORS
SCORE Q1
1 1HUNTON & WILLIAMS 9.62
2 3MORGAN LEWIS & BOCKIUS 9.46
3 2MILBANK TWEED HADLEY & MCCLOY 9.34
4 8
MORRISON & FOERSTER 9.30
5 5MAYER BROWN 9.19
6 17ALSTON & BYRD 9.03
7 16SIMMONS & SIMMONS 8.97
8 4BAKER & MCKENZIE 8.93
9 7LATHAM & WATKINS 8.90
10 9KIRKLAND & ELLIS 8.48
11 11BIERCE & KENERSON 8.45
12 14JONES DAY 8.42
13 13
COOLEY GODWARD KRONISH 8.33
14 10DLA PIPER 8.04
15 18HOGAN & HARTSON 7.92
16 15FASKEN MARTINEAU 7.82
17 12HUGHES & LUCE 7.45
18 6PILLSBURY WINTHROP SHAW PITTMAN 7.11
19 19THELEN REID BROWN RAYSMAN & STEINER 7.01
20 20SHEARMAN & STERLING 6.55
7/31/2019 2008 Outsourcing Advisor Report[1]
48/71
www.TheBlackBookOfOutsourcing.com
Page 46 www.TheBlackBookOfOutsourcing.com
2. Client Legal Outcomes and Improvements (includes secondary Financial & Operationalaffects)
Rank
Q2Overall
RankFIRM
LEGALADVISORS
SCORE Q2
1 2MILBANK TWEED HADLEY & MCCLOY 9.60
2 1HUNTON & WILLIAMS 9.47
3 4BAKER & MCKENZIE 9.21
4 3 MORGAN LEWIS & BOCKIUS 9.16
5 7LATHAM & WATKINS 8.92
6 17ALSTON & BYRD 8.83
7 6PILLSBURY WINTHROP SHAW PITTMAN 8.82
8 8MORRISON & FOERSTER 8.82
9 9KIRKLAND & ELLIS 8.75
10 5MAYER BROWN 8.57
11 19THELEN REID BROWN RAYSMAN & STEINER 8.56
12 11BIERCE & KENERSON 8.40
13 14 JONES DAY 8.39
14 13COOLEY GODWARD KRONISH 8.08
15 12HUGHES & LUCE 8.01
16 20SHEARMAN & STERLING 7.90
17 16SIMMONS & SIMMONS 7.46
18 15FASKEN MARTINEAU 7.44
19 10DLA PIPER 7.28
20 18HOGAN & HARTSON 6.78
7/31/2019 2008 Outsourcing Advisor Report[1]
49/71
www.TheBlackBookOfOutsourcing.com
Page 47 www.TheBlackBookOfOutsourcing.com
3. Capability Enhancements for Client
Rank
Q3Overall
RankFIRM
LEGALADVISORS
SCORE Q3
1 1HUNTON & WILLIAMS 9.74
2 3MORGAN LEWIS & BOCKIUS 9.35
3 5MAYER BROWN 9.32
4 14 JONES DAY 9.26
5 2MILBANK TWEED HADLEY & MCCLOY 9.17
6 7LATHAM & WATKINS 9.10
7 11BIERCE & KENERSON 9.04
8 10DLA PIPER 9.03
9 6PILLSBURY WINTHROP SHAW PITTMAN 8.88
10 4BAKER & MCKENZIE 8.86
11 9KIRKLAND & ELLIS 8.73
12 20SHEARMAN & STERLING 8.50
13 12 HUGHES & LUCE 8.30
14 8MORRISON & FOERSTER 8.19
15 19THELEN REID BROWN RAYSMAN & STEINER 7.95
16 18HOGAN & HARTSON 7.93
17 16SIMMONS & SIMMONS 7.31
18 17ALSTON & BYRD 7.24
19 15FASKEN MARTINEAU 6.99
20 13COOLEY GODWARD KRONISH 5.78
7/31/2019 2008 Outsourcing Advisor Report[1]
50/71
www.TheBlackBookOfOutsourcing.com
Page 48 www.TheBlackBookOfOutsourcing.com
4. Advisor Domains of Legal Expertise
RankQ4
OverallRank FIRM
LEGALADVISORS
SCORE Q4
1 3MORGAN LEWIS & BOCKIUS 9.66
2 2MILBANK TWEED HADLEY & MCCLOY 9.64
3 6PILLSBURY WINTHROP SHAW PITTMAN 9.54
4 1HUNTON & WILLIAMS 9.31
5 10 DLA PIPER 9.17
6 8MORRISON & FOERSTER 9.16
7 7LATHAM & WATKINS 9.06
8 13COOLEY GODWARD KRONISH 8.89
9 5MAYER BROWN 8.82
10 11BIERCE & KENERSON 8.77
11 19THELEN REID BROWN RAYSMAN & STEINER 8.64
12 9KIRKLAND & ELLIS 8.45
13 16SIMMONS & SIMMONS 8.41
14 17ALSTON & BYRD 8.19
15 14JONES DAY 8.15
16 4BAKER & MCKENZIE 7.94
17 12HUGHES & LUCE 7.91
18 15FASKEN MARTINEAU 7.81
19 20SHEARMAN & STERLING 7.64
20 18HOGAN & HARTSON 6.06
7/31/2019 2008 Outsourcing Advisor Report[1]
51/71
www.TheBlackBookOfOutsourcing.com
Page 49 www.TheBlackBookOfOutsourcing.com
5. Advisor Industry-Specific Outsourcing Qualifications
RankQ5
OverallRank FIRM
LEGALADVISORS
SCORE Q5
1 2MILBANK TWEED HADLEY & MCCLOY 9.73
2 1HUNTON & WILLIAMS 9.57
3 6PILLSBURY WINTHROP SHAW PITTMAN 9.25
4 7LATHAM & WATKINS 9.17
5 3 MORGAN LEWIS & BOCKIUS 9.14
6 5MAYER BROWN 9.01
7 17ALSTON & BYRD 8.96
8 13COOLEY GODWARD KRONISH 8.76
9 12HUGHES & LUCE 8.72
10 18HOGAN & HARTSON 8.63
11 16SIMMONS & SIMMONS 8.61
12 8MORRISON & FOERSTER 8.55
13 4BAKER & MCKENZIE 8.52
14 10DLA PIPER 8.40
15 19THELEN REID BROWN RAYSMAN & STEINER 7.77
16 14JONES DAY 7.64
17 15FASKEN MARTINEAU 7.42
18 20SHEARMAN & STERLING 7.29
19 9KIRKLAND & ELLIS 7.12
20 11BIERCE & KENERSON 6.58
7/31/2019 2008 Outsourcing Advisor Report[1]
52/71
www.TheBlackBookOfOutsourcing.com
Page 50 www.TheBlackBookOfOutsourcing.com
6. Legal Spectrum of Category-Specific Functions (includes ITO, FAO, CCO, BPO, HRO, SCPO, FMO, LPO, and DPO)
RankQ6
OverallRank
FIRM
LEGALADVISORS
SCORE Q6
1 1HUNTON & WILLIAMS 9.43
2 6PILLSBURY WINTHROP SHAW PITTMAN 9.36
3 9KIRKLAND & ELLIS 9.34
4 4 BAKER & MCKENZIE 9.30
5 3MORGAN LEWIS & BOCKIUS 9.19
6 8MORRISON & FOERSTER 9.08
7 2MILBANK TWEED HADLEY & MCCLOY 9.04
8 7LATHAM & WATKINS 8.88
9 5MAYER BROWN 8.87
10 10DLA PIPER 8.74
11 11BIERCE & KENERSON 8.30
12 14JONES DAY 8.11
13 16 SIMMONS & SIMMONS 6.90
14 20SHEARMAN & STERLING 6.88
15 18HOGAN & HARTSON 6.85
16 15FASKEN MARTINEAU 6.77
17 17ALSTON & BYRD 6.29
18 13COOLEY GODWARD KRONISH 6.05
19 12HUGHES & LUCE 5.79
20 19THELEN REID BROWN RAYSMAN & STEINER 5.42
7/31/2019 2008 Outsourcing Advisor Report[1]
53/71
www.TheBlackBookOfOutsourcing.com
Page 51 www.TheBlackBookOfOutsourcing.com
7. Legal Governance & Service Management Solutions
RankQ7
OverallRank FIRM
LEGALADVISORS
SCORE Q7
1 3MORGAN LEWIS & BOCKIUS 9.60
2 5MAYER BROWN 9.35
3 1HUNTON & WILLIAMS 9.27
4 6
PILLSBURY WINTHROP SHAW PITTMAN 9.27
5 8MORRISON & FOERSTER 8.99
6 10DLA PIPER 8.87
7 11BIERCE & KENERSON 8.76
8 2MILBANK TWEED HADLEY & MCCLOY 8.75
9 13COOLEY GODWARD KRONISH 8.69
10 4BAKER & MCKENZIE 8.49
11 14JONES DAY 8.48
12 7LATHAM & WATKINS 8.20
13 20
SHEARMAN & STERLING 8.19
14 12HUGHES & LUCE 7.80
15 9KIRKLAND & ELLIS 7.30
16 19THELEN REID BROWN RAYSMAN & STEINER 7.20
17 15FASKEN MARTINEAU 7.07
18 18HOGAN & HARTSON 6.94
19 17ALSTON & BYRD 6.78
20 16SIMMONS & SIMMONS 5.45
7/31/2019 2008 Outsourcing Advisor Report[1]
54/71
www.TheBlackBookOfOutsourcing.com
Page 52 www.TheBlackBookOfOutsourcing.com
8. Strategic Legal Options & Delivery Alternatives(Shared Services, Insourcing, Outsourcing, Offshoring, Nearshoring, Captives)
RankQ8
OverallRank
FIRM
LEGALADVISORS
SCORE Q8
1 2MILBANK TWEED HADLEY & MCCLOY 9.73
2 1HUNTON & WILLIAMS 9.54
3 6PILLSBURY WINTHROP SHAW PITTMAN 9.27
4 7LATHAM & WATKINS 9.18
5 15FASKEN MARTINEAU 9.06
6 3MORGAN LEWIS & BOCKIUS 8.92
7 5MAYER BROWN 8.59
8 10DLA PIPER 8.58
9 4BAKER & MCKENZIE 8.54
10 16SIMMONS & SIMMONS 8.32
11 9KIRKLAND & ELLIS 8.17
12 12HUGHES & LUCE 8.15
13 13COOLEY GODWARD KRONISH 7.93
14 19THELEN REID BROWN RAYSMAN & STEINER 7.91
15 11BIERCE & KENERSON 7.54
16 18HOGAN & HARTSON 7.54
17 8MORRISON & FOERSTER 7.31
18 17ALSTON & BYRD 6.53
19 14JONES DAY 6.02
20 20SHEARMAN & STERLING 5.72
7/31/2019 2008 Outsourcing Advisor Report[1]
55/71
www.TheBlackBookOfOutsourcing.com
Page 53 www.TheBlackBookOfOutsourcing.com
9. Vendor Agnostic
RankQ9
OverallRank FIRM
LEGALADVISORS
SCORE Q9
1 7LATHAM & WATKINS 9.52
2 3MORGAN LEWIS & BOCKIUS 9.49
3 5MAYER BROWN 9.32
4 6
PILLSBURY WINTHROP SHAW PITTMAN 9.23
5 16SIMMONS & SIMMONS 9.16
6 9KIRKLAND & ELLIS 9.11
7 1HUNTON & WILLIAMS 9.10
8 2MILBANK TWEED HADLEY & MCCLOY 8.98
9 4BAKER & MCKENZIE 8.95
10 13COOLEY GODWARD KRONISH 8.90
11 8MORRISON & FOERSTER 8.67
12 12HUGHES & LUCE 8.55
13 11
BIERCE & KENERSON 8.46
14 14JONES DAY 8.09
15 10DLA PIPER 8.02
16 18HOGAN & HARTSON 6.88
17 15FASKEN MARTINEAU 6.66
18 17ALSTON & BYRD 6.07
19 20SHEARMAN & STERLING 5.95
20 19THELEN REID BROWN RAYSMAN & STEINER 5.53
7/31/2019 2008 Outsourcing Advisor Report[1]
56/71
www.TheBlackBookOfOutsourcing.com
Page 54 www.TheBlackBookOfOutsourcing.com
10. Innovations in Legal Consultative Approaches
RankQ10
OverallRank FIRM
LEGALADVISORS
SCORE Q10
1 1HUNTON & WILLIAMS 9.55
2 2MILBANK TWEED HADLEY & MCCLOY 9.43
3 3MORGAN LEWIS & BOCKIUS 9.24
4 4
BAKER & MCKENZIE 9.04
5 9KIRKLAND & ELLIS 9.02
6 10DLA PIPER 8.56
7 13COOLEY GODWARD KRONISH 8.46
8 7LATHAM & WATKINS 8.44
9 15FASKEN MARTINEAU 8.32
10 6PILLSBURY WINTHROP SHAW PITTMAN 8.17
11 5MAYER BROWN 8.10
12 8MORRISON & FOERSTER 8.07
13 18
HOGAN & HARTSON 8.05
14 14JONES DAY 8.04
15 19THELEN REID BROWN RAYSMAN & STEINER 8.03
16 16SIMMONS & SIMMONS 7.53
17 17ALSTON & BYRD 7.49
18 11BIERCE & KENERSON 7.35
19 12HUGHES & LUCE 6.89
20 20SHEARMAN & STERLING 6.83
7/31/2019 2008 Outsourcing Advisor Report[1]
57/71
www.TheBlackBookOfOutsourcing.com
Page 55 www.TheBlackBookOfOutsourcing.com
11. Scalability, Flexibility and Customization
RankQ11
OverallRank
FIRM
LEGALADVISORS
SCORE Q11
1 2MILBANK TWEED HADLEY & MCCLOY 9.57
2 8MORRISON & FOERSTER 9.44
3 7LATHAM & WATKINS 9.07
4 5 MAYER BROWN 9.07
5 9KIRKLAND & ELLIS 8.99
6 4BAKER & MCKENZIE 8.97
7 1HUNTON & WILLIAMS 8.90
8 3MORGAN LEWIS & BOCKIUS 8.88
9 13COOLEY GODWARD KRONISH 8.64
10 11BIERCE & KENERSON 8.63
11 12HUGHES & LUCE 8.28
12 18HOGAN & HARTSON 8.17
13 15 FASKEN MARTINEAU 8.14
14 6PILLSBURY WINTHROP SHAW PITTMAN 8.04
15 20SHEARMAN & STERLING 8.00
16 10DLA PIPER 6.95
17 14JONES DAY 6.80
18 19THELEN REID BROWN RAYSMAN & STEINER 6.64
19 16SIMMONS & SIMMONS 6.62
20 17ALSTON & BYRD 6.55
7/31/2019 2008 Outsourcing Advisor Report[1]
58/71
www.TheBlackBookOfOutsourcing.com
Page 56 www.TheBlackBookOfOutsourcing.com
12. Breadth of Experience through Sourcing Lifecycle
RankQ12
OverallRank
FIRM
LEGALADVISORS
SCORE Q12
1 1HUNTON & WILLIAMS 9.67
2 2MILBANK TWEED HADLEY & MCCLOY 9.45
3 5MAYER BROWN 9.37
4 15FASKEN MARTINEAU 9.26
5 4BAKER & MCKENZIE 9.09
6 3MORGAN LEWIS & BOCKIUS 9.05
7 12HUGHES & LUCE 9.02
8 8MORRISON & FOERSTER 8.93
9 10DLA PIPER 8.83
10 13COOLEY GODWARD KRONISH 8.80
11 20SHEARMAN & STERLING 8.46
12 14JONES DAY 8.41
13 9 KIRKLAND & ELLIS 8.18
14 11BIERCE & KENERSON 8.00
15 18HOGAN & HARTSON 7.73
16 19THELEN REID BROWN RAYSMAN & STEINER 7.60
17 7LATHAM & WATKINS 7.47
18 17ALSTON & BYRD 7.34
19 6PILLSBURY WINTHROP SHAW PITTMAN 7.28
20 16SIMMONS & SIMMONS 7.17
7/31/2019 2008 Outsourcing Advisor Report[1]
59/71
www.TheBlackBookOfOutsourcing.com
Page 57 www.TheBlackBookOfOutsourcing.com
13. Marginal Value Adds
RankQ13
OverallRank
FIRM
LEGALADVISORS
SCORE Q13
1 7LATHAM & WATKINS 9.38
2 4BAKER & MCKENZIE 9.36
3 3MORGAN LEWIS & BOCKIUS 9.31
4 14 JONES DAY 9.22
5 2MILBANK TWEED HADLEY & MCCLOY 9.07
6 15FASKEN MARTINEAU 8.92
7 9KIRKLAND & ELLIS 8.90
8 11BIERCE & KENERSON 8.90
9 1HUNTON & WILLIAMS 8.78
10 6PILLSBURY WINTHROP SHAW PITTMAN 8.32
11 5MAYER BROWN 8.15
12 13COOLEY GODWARD KRONISH 8.14
13 10 DLA PIPER 7.72
14 8MORRISON & FOERSTER 7.63
15 12HUGHES & LUCE 7.40
16 20SHEARMAN & STERLING 7.02
17 19THELEN REID BROWN RAYSMAN & STEINER 6.90
18 16SIMMONS & SIMMONS 6.87
19 17ALSTON & BYRD 6.44
20 18HOGAN & HARTSON 5.58
7/31/2019 2008 Outsourcing Advisor Report[1]
60/71
www.TheBlackBookOfOutsourcing.com
Page 58 www.TheBlackBookOfOutsourcing.com
14. Relationship Support and Client Care
RankQ14
OverallRank
FIRM
LEGALADVISORS
SCORE Q14
1 3MORGAN LEWIS & BOCKIUS 9.42
2 1HUNTON & WILLIAMS 9.30
3 2MILBANK TWEED HADLEY & MCCLOY 9.24
4 11 BIERCE & KENERSON 9.11
5 6PILLSBURY WINTHROP SHAW PITTMAN 8.96
6 17ALSTON & BYRD 8.76
7 12HUGHES & LUCE 8.59
8 4BAKER & MCKENZIE 8.34
9 5MAYER BROWN 8.08
10 8MORRISON & FOERSTER 7.95
11 14JONES DAY 7.94
12 9KIRKLAND & ELLIS 7.79
13 13 COOLEY GODWARD KRONISH 7.60
14 20SHEARMAN & STERLING 7.21
15 15FASKEN MARTINEAU 7.20
16 7LATHAM & WATKINS 7.14
17 10DLA PIPER 7.00
18 16SIMMONS & SIMMONS 6.48
19 18HOGAN & HARTSON 6.13
20 19THELEN REID BROWN RAYSMAN & STEINER 5.63
7/31/2019 2008 Outsourcing Advisor Report[1]
61/71
www.TheBlackBookOfOutsourcing.com
Page 59 www.TheBlackBookOfOutsourcing.com
15. Trust, Reliability, Confidentiality
RankQ15
OverallRank
FIRM
LEGALADVISORS
SCORE Q15
1 1HUNTON & WILLIAMS 9.48
2 3MORGAN LEWIS & BOCKIUS 9.46
3 5MAYER BROWN 9.18
4 9 KIRKLAND & ELLIS 9.06
5 8MORRISON & FOERSTER 8.86
6 4BAKER & MCKENZIE 8.85
7 2MILBANK TWEED HADLEY & MCCLOY 8.72
8 12HUGHES & LUCE 8.72
9 7LATHAM & WATKINS 7.89
10 16SIMMONS & SIMMONS 7.81
11 10DLA PIPER 7.73
12 13COOLEY GODWARD KRONISH 7.49
13 11 BIERCE & KENERSON 7.39
14 15FASKEN MARTINEAU 7.34
15 18HOGAN & HARTSON 7.25
16 6PILLSBURY WINTHROP SHAW PITTMAN 7.03
17 17ALSTON & BYRD 6.96
18 14JONES DAY 6.48
19 19THELEN REID BROWN RAYSMAN & STEINER 6.44
20 20SHEARMAN & STERLING 5.73
7/31/2019 2008 Outsourcing Advisor Report[1]
62/71
www.TheBlackBookOfOutsourcing.com
Page 60 www.TheBlackBookOfOutsourcing.com
16. Global Legal Applications, Globalization Understanding, Global Service Transformations
RankQ16
OverallRank
FIRM
LEGALADVISORS
SCORE Q16
1 3MORGAN LEWIS & BOCKIUS 9.74
2 1HUNTON & WILLIAMS 9.32
3 4BAKER & MCKENZIE 9.32
4 2 MILBANK TWEED HADLEY & MCCLOY 8.99
5 7LATHAM & WATKINS 8.93
6 13COOLEY GODWARD KRONISH 8.63
7 9KIRKLAND & ELLIS 8.56
8 10DLA PIPER 8.55
9 6PILLSBURY WINTHROP SHAW PITTMAN 8.47
10 14JONES DAY 8.40
11 16SIMMONS & SIMMONS 7.53
12 5MAYER BROWN 7.50
13 12 HUGHES & LUCE 7.47
14 8MORRISON & FOERSTER 7.43
15 11BIERCE & KENERSON 7.25
16 15FASKEN MARTINEAU 6.87
17 18HOGAN & HARTSON 6.26
18 20SHEARMAN & STERLING 6.00
19 17ALSTON & BYRD 5.69
20 19THELEN REID BROWN RAYSMAN & STEINER 5.29
7/31/2019 2008 Outsourcing Advisor Report[1]
63/71
www.TheBlackBookOfOutsourcing.com
Page 61 www.TheBlackBookOfOutsourcing.com
17. Return-On-Investment, Engagement Deliverables & Quality
RankQ17
OverallRank
FIRM
LEGALADVISORS
SCORE Q17
1 2MILBANK TWEED HADLEY & MCCLOY 9.78
2 1HUNTON & WILLIAMS 9.31
3 3MORGAN LEWIS & BOCKIUS 9.08
4 12 HUGHES & LUCE 8.84
5 15FASKEN MARTINEAU 8.83
6 18HOGAN & HARTSON 8.73
7 5MAYER BROWN 8.33
8 4BAKER & MCKENZIE 8.32
9 7LATHAM & WATKINS 8.29
10 11BIERCE & KENERSON 8.19
11 16SIMMONS & SIMMONS 8.12
12 17ALSTON & BYRD 7.88
13 10 DLA PIPER 7.83
14 9KIRKLAND & ELLIS 7.18
15 8MORRISON & FOERSTER 7.06
16 14JONES DAY 6.77
17 6PILLSBURY WINTHROP SHAW PITTMAN 6.65
18 19THELEN REID BROWN RAYSMAN & STEINER 6.43
19 13COOLEY GODWARD KRONISH 6.20
20 20SHEARMAN & STERLING 5.60
7/31/2019 2008 Outsourcing Advisor Report[1]
64/71
www.TheBlackBookOfOutsourcing.com
Page 62 www.TheBlackBookOfOutsourcing.com
18. Speed and Efficiency of Engagement Deployment
RankQ18
OverallRank
FIRM
LEGALADVISORS
SCORE Q18
1 1HUNTON & WILLIAMS 9.53
2 2MILBANK TWEED HADLEY & MCCLOY 9.42
3 3MORGAN LEWIS & BOCKIUS 9.23
4 4 BAKER & MCKENZIE 9.06
5 7LATHAM & WATKINS 8.54
6 6PILLSBURY WINTHROP SHAW PITTMAN 8.54
7 12HUGHES & LUCE 8.16
8 15FASKEN MARTINEAU 8.09
9 10DLA PIPER 8.06
10 20SHEARMAN & STERLING 8.03
11 5MAYER BROWN 7.98
12 13COOLEY GODWARD KRONISH 7.68
13 19 THELEN REID BROWN RAYSMAN & STEINER 7.53
14 11BIERCE & KENERSON 7.30
15 17ALSTON & BYRD 7.17
16 14JONES DAY 7.03
17 8MORRISON & FOERSTER 6.99
18 16SIMMONS & SIMMONS 6.79
19 9KIRKLAND & ELLIS 6.60
20 18HOGAN & HARTSON 6.22
7/31/2019 2008 Outsourcing Advisor Report[1]
65/71
www.TheBlackBookOfOutsourcing.com
Page 63 www.TheBlackBookOfOutsourcing.com
19. Best-of-Breed Technology, Process Improvement, Legal Tools & Research
RankQ19
OverallRank
FIRM
LEGALADVISORS
SCORE Q19
1 1HUNTON & WILLIAMS 9.24
2 4BAKER & MCKENZIE 9.20
3 3MORGAN LEWIS & BOCKIUS 9.19
4 2 MILBANK TWEED HADLEY & MCCLOY 9.18
5 10DLA PIPER 9.18
6 5MAYER BROWN 9.15
7 15FASKEN MARTINEAU 9.08
8 16SIMMONS & SIMMONS 8.97
9 17ALSTON & BYRD 8.93
10 12HUGHES & LUCE 8.87
11 11BIERCE & KENERSON 8.61
12 7LATHAM & WATKINS 8.54
13 8 MORRISON & FOERSTER 8.53
14 13COOLEY GODWARD KRONISH 8.33
15 19THELEN REID BROWN RAYSMAN & STEINER 8.18
16 9KIRKLAND & ELLIS 8.04
17 6PILLSBURY WINTHROP SHAW PITTMAN 7.91
18 18HOGAN & HARTSON 7.77
19 20SHEARMAN & STERLING 7.42
20 14JONES DAY 7.16
7/31/2019 2008 Outsourcing Advisor Report[1]
66/71
www.TheBlackBookOfOutsourcing.com
Page 64 www.TheBlackBookOfOutsourcing.com
20. Engagement Viability
RankQ20
Overall
RankFIRM
LEGALADVISORS
SCORE Q20
1 3MORGAN LEWIS & BOCKIUS 9.11
2 17ALSTON & BYRD 9.08
3 12HUGHES & LUCE 9.05
4 2MILBANK TWEED HADLEY & MCCLOY 9.03
5 4BAKER & MCKENZIE 8.92
6 14JONES DAY 8.92
7 1HUNTON & WILLIAMS 8.90
8 13COOLEY GODWARD KRONISH 8.84
9 10DLA PIPER 8.79
10 16SIMMONS & SIMMONS 8.74
11 6PILLSBURY WINTHROP SHAW PITTMAN 8.68
12 15FASKEN MARTINEAU 8.52
13 19THELEN REID BROWN RAYSMAN & STEINER 8.42
14 5 MAYER BROWN 8.29
15 9KIRKLAND & ELLIS 8.29
16 7LATHAM & WATKINS 8.10
17 8MORRISON & FOERSTER 8.08
18 11BIERCE & KENERSON 8.00
19 18HOGAN & HARTSON 7.99
20 20SHEARMAN & STERLING 7.53
7/31/2019 2008 Outsourcing Advisor Report[1]
67/71
www.TheBlackBookOfOutsourcing.com
Page 65 www.TheBlackBookOfOutsourcing.com
Appendix 6
Survey Respondent
Respondents by titles:
Which of the following best describes your companys annual revenue ($US)?
$25 Billion + 2.10%
$ 10 Billion to $25 Billion 22.44%$ 2 Billion to $ 10 Billion 40.23%
$ 500 Milli