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Baker’s Dozen: MSP 2010 Baker’s Dozen Customer Satisfaction … · Hays plc is a global...
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Baker’s Dozen: MSP Company URL www.hrotoday.com 18 HRO Today April 2010 2 0 1 0 B a k e r ’ s D o z e n C u s t o m e r S a t i s f a c t i o n R a t i n g s : T o p M a n a g e d S e r v i c e P r o g r a m s The rankings contained within the Baker’s Dozen for Managed Service Programs and other serv- ice areas in HRO Today are based on customer sur- vey data. The indices result from a multi-step process. HRO Today iden- tified the top MSP providers. Our survey research team then asked providers to identify cus- tomers to be surveyed. Using the HRO Today database, we identified other buyers to survey. Each respondent was asked about services provided, scope and scale of services, and the quality and satisfaction with the services. Respondents provide e-mail addresses for verification, but responses are kept in strictest confidence. Once collected, informa- tion is loaded into the HRO Today database and analyzed to score each provider having a statistically significant sample. For this sur- vey, we received feedback from more than 60 verified customers. The rankings are based on point assignments and weightings of questions—plus a predetermined algorithm that calculates the over- all score based on breadth, scope and scale, and quality. Rankings and weightings are determined statistically, and all feedback is from customers. The ratings are not the opinions of HRO Today staff. We only provide a methodology, and we do not claim that our methodology is the only viable ratings program available; we do, however, vouch for its statistical validity. We hope this ranking pro- vides you some insight into your next RFP process. 1 Advantage xPO www.advantageresourcing.com Advantage xPO delivers talent acquisition and workforce management services to Fortune 500 companies around the globe. We manage global master service provider (MSP) programs for clients in the financial services, business services, and telecommunications sectors. Advantage xPO’s solutions are customized to our clients’ unique objectives and drive results that yield the greatest return on their talent investments. Clients: N/A Services: Advantage xPO delivers contingent workforce management solutions in master services provider (MSP), payroll and compliance, and inde- pendent contractor management. We deploy dedicated, on-site teams of professionals responsible for securing and managing contingent, short-term, and project-based staffing needs, while mitigating co-employment and worker classification risks. Advantage xPO manages the requisition, procurement, fulfillment, assignment, on-boarding/off-boarding processes, performance management, client invoicing, and auditing to ensure supplier and contractor rate compliance. As a technology-agnostic provider, Advantage xPO seamlessly integrates with any vendor management system (VMS) technolo- gy to support our clients’ processes; we either provide our own software solution or leverage one of our VMS provider partnerships. Most Important Metrics: • Candidate quality • Fill rate • Time-to-fill • Time-to-contribution • Assignment completion/longevity • Identifying and mitigating risk • Invoice timeliness/accuracy • Hiring manager satisfaction • Percentage of successful assignments com- pleted to total positions filled • Percentage of positions filled to number of can- didates submitted • Meeting on-boarding compliance require- ments •Ongoing financial impact, such as year-over- year cost savings (due to rate standardizations) and cost avoidance initiatives (resulting from no- fee hires) • Client satisfaction with talent across all MSP programs and account management team ght ed ed. . ur urvey vey . . d d sc sca al le o e of f edbac edbac re re based on based on l lu us s a predete a predete as ased ed o on n bre bre i igh ght ti in ngs gs ar are e o om mer ers s. . Th The e We We on onl ly y p pr r m me et th ho od do ol l ho howe wev v vi vid d quis quisition and ition and ograms ograms for for cli cli cl clien ients’ uniqu ts’ uniqu
Transcript of Baker’s Dozen: MSP 2010 Baker’s Dozen Customer Satisfaction … · Hays plc is a global...
Baker’s Dozen: MSP
Company URL
www.hrotoday.com18 HRO Today April 2010
2010 Baker’s Dozen CustomerSatisfaction Ratings: Top
Managed Service ProgramsThe rankings contained
within the Baker’s Dozenfor Managed ServicePrograms and other serv-ice areas in HRO Todayare based on customer sur-vey data. The indicesresult from a multi-stepprocess. HRO Today iden-tified the top MSPproviders. Our surveyresearch team then askedproviders to identify cus-tomers to be surveyed.
Using the HRO Today database, we identified other buyers to survey.Each respondent was asked about services provided, scope and scale of
services, and the quality and satisfaction with the services. Respondents provide e-mail addresses for verification, but
responses are kept in strictest confidence. Once collected, informa-tion is loaded into the HRO Today database and analyzed to scoreeach provider having a statistically significant sample. For this sur-vey, we received feedback from more than 60 verified customers.The rankings are based on point assignments and weightings ofquestions—plus a predetermined algorithm that calculates the over-all score based on breadth, scope and scale, and quality. Rankingsand weightings are determined statistically, and all feedback is fromcustomers. The ratings are not the opinions of HRO Today staff.We only provide a methodology, and we do not claim that ourmethodology is the only viable ratings program available; we do,however, vouch for its statistical validity. We hope this ranking pro-vides you some insight into your next RFP process.
1 Advantage xPO www.advantageresourcing.comAdvantage xPO delivers talent acquisition and workforce management services to Fortune 500 companies around the globe. We manage
global master service provider (MSP) programs for clients in the financial services, business services, and telecommunications sectors. AdvantagexPO’s solutions are customized to our clients’ unique objectives and drive results that yield the greatest return on their talent investments.
Clients: N/A
Services: Advantage xPO delivers contingent workforce management solutions in master services provider (MSP), payroll and compliance, and inde-pendent contractor management. We deploy dedicated, on-site teams of professionals responsible for securing and managing contingent, short-term,and project-based staffing needs, while mitigating co-employment and worker classification risks. Advantage xPO manages the requisition, procurement,fulfillment, assignment, on-boarding/off-boarding processes, performance management, client invoicing, and auditing to ensure supplier and contractorrate compliance. As a technology-agnostic provider, Advantage xPO seamlessly integrates with any vendor management system (VMS) technolo-gy to support our clients’ processes; we either provide our own software solution or leverage one of our VMS provider partnerships.
Most Important Metrics:
• Candidate quality• Fill rate• Time-to-fill• Time-to-contribution• Assignment completion/longevity• Identifying and mitigating risk• Invoice timeliness/accuracy• Hiring manager satisfaction
• Percentage of successful assignments com-pleted to total positions filled• Percentage of positions filled to number of can-didates submitted• Meeting on-boarding compliance require-ments •Ongoing financial impact, such as year-over-year cost savings (due to rate standardizations)
and cost avoidance initiatives (resulting from no-fee hires)• Client satisfaction with talent across all MSPprograms and account management team
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Baker’s Dozen: MSP
2 SourceRight Solutions www.sourcerightsolutions.comSourceRight Solutions manages outsourced talent acquisition functions whether for full-time, contingent, or contract staff. Building
upon our 60-year heritage in recruitment and staffing innovations, our solutions provide the workforce insight needed to drive strategic talentdecisions by leveraging embedded technologies, a scalable global service model, and the best recruitment talent in the industry today.SourceRight Solutions specializes in improving and managing workforce-related processes through a comprehensive spectrum of offerings thatcan be deployed singularly or in combination, and include employment process management, recruitment process outsourcing, professional con-tingent workforce services, and managed service provider programs.
Clients: AOL, Time Warner Cable, Siemens Corporation, and Vought Aircraft Industries, Inc.
Services: Employment process management, an integrated approach to managing flexible, alternative workforce strategies that implement theprocesses and best practices required to procure full-time and variable talent; vendor-neutral program, technologies underpin a dedicated pro-gram team to deliver operational excellence in talent procurement, and hybrid program, synthesizes vendor-neutral procurement efficiencieswith a sole-supplier/sub-vendor delivery model.
Most Important Metrics:
3 Adecco www.adeccosolutions.comThe Adecco Group, based in Zurich, Switzerland, has more 29,000 FTE employees and more than 5,800 offices in over 60 countries
and territories around the world. Adecco Group offers a wide variety of services, connecting more than 500,000 colleagues with over 100,000clients every day. The services offered fall into the broad categories of temporary staffing, permanent placement, outsourcing, consulting, andoutplacement. The Adecco Group is a Fortune Global 500 company. Every day we provide our clients with the talent they need, and help solvethe business challenges they face today—and will encounter tomorrow.
Clients: N/A
Services:
Most Important Metrics:
Company URL
www.hrotoday.com20 HRO Today April 2010
• MSP program cost savings• Delivering complete visibility on all temporary talent spend• Tracking performance goals on MWBE spend• Talent quality levels and time to fill ratios
• Rate card and other government/corporate compliance standards• Vendor quality performance requirements• Ongoing client, hiring manager, and temporary talent satisfactionlevels.
• Contingent workforce management• Workforce management solutions • Global program management• Operational reporting• Advised analytics• Risk/compliance management• Vendor neutral approach
• Consolidated invoicing• Rate/financial management• Program management office (centralized and onsite)• Supplier management (tiered approach and distribution rules)• Technology management• SOW/1099 management • Multiple skill category management across multiple lines of business
• Diversity category spend • Supplier performance • Program performance • Order fulfillment • On-Time fulfillment • Hiring manager satisfaction • Spend trends • Rate card compliance • Assignment longevity
• Cycle times• Turnover/attrition• Requisition activity• Cost avoidance• General headcount• Overtime• Contractor type–W2/payroll• Quality• Aging–Job posting/work order
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Company URL
Baker’s Dozen: MSP
4 Staff Management www.staffmanagement.com Staff Management is a division of SeatonCorp, a leading provider of consultative managed staffing and recruiting programs for Fortune
500 and Global 2000 companies. Founded in 1988, Staff Management was an industry pioneer of vendor on premise (VOP) staffing. Today,Staff Management has evolved its revolutionary VOP platform to provide sustainable contingent workforce solutions across a growing globalfootprint and has become the leading managed service provider (MSP) with deep domain expertise supporting clients in the manufacturing anddistribution segment.
Clients: N/A
Services:Staff Management provides comprehensive managed service provider (MSP) and managed services solutions in addition to best-in-class ven-dor on-premise staffing on a temporary, temp-to-hire, and permanent placement basis. Staff Management solutions provide a proprietary pre-cision recruitment process and software; a flexible workforce framework; world-class supplier management; a professional service team; clientaligned technology with advanced scheduling capabilities; and a comprehensive risk and compliance management platform.
Most Important Metrics:
April 2010 HRO Today 21www.hrotoday.com
• Hard and soft cost savings• Fill rate• Time-to-fill• Turnover
• Overtime• Audit compliance• Diverse supplier spend
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Baker’s Dozen: MSP
www.hrotoday.com22 HRO Today April 2010
5 Allegis Group Services www.allegisgroup.comAllegis Group Services provides three distinct service offerings—managed services provider (MSP), recruitment process outsourcing (RPO),
and human capital consulting—that can be delivered individually or in combination to meet any workforce management need that a companymay require. Each service is comprehensive and fully customizable to align with your goals for a world-class workforce that is built to lead your com-pany into a successful future.
Clients: General Motors, Microsoft, Visa, Royal Bank of Canada, Reed Elsevier, and WellPoint
Services:
Most Important Metrics:
6 WorkforceLogic www.workforcelogic.com WorkforceLogic delivers workforce management and risk mitigation solutions that provide companies of all sizes improved control over
their contingent workforce program, including workforce planning, managing costs, tracking headcount, and reducing the risks associated with theutilization of contingent talent. Providing MSP, VMS, reporting and analytics, and worker classification compliance, our solutions fit the uniquebusiness needs of companies managing workforces in 60-plus countries.
Clients: NetApp, Cox Communications, Facebook, Yahoo!, Google, Clorox, and BNP Paribas
Services: MSP: supplier evaluation and management, process facilitation, candidate screening and background checks, security system inte-gration, rate analysis, contract management and more. Reporting and analytics: Essential Intelligence, a reporting and analytics tool poweredby IBM Cognos. VMS: WorkforceLogic Essential is a comprehensive solution that automates all contingent workforce management process-es for temporary and statement of work engagements. Payroll: a payroll solution that includes employer of record services, on-boarding and off-boarding, orientation, benefits, and reporting. Compliance services: program analysis, vendor qualification and management, independent contractorcompliance/management, and audit support.
Most Important Metrics:• Where are variances of spend occurring• Process flow bottlenecks (i.e. approvals are hanging up at a certain level in the hierarchy or a specific approver is not approving)
7 Manpower Business Solutions www.us.manpower.com/mbsManpower Business Solutions is a dedicated business unit within the Manpower group of companies specializing in the delivery of proven
workforce solutions worldwide. Through our Managed Service Programs, we help clients develop cohesive strategic plans and deploy contingentworkforces with flexible, customized solutions that drive cost savings and process efficiencies. Our clients receive the direct benefits of Manpower’sextensive global network, which includes operations in more than 80 countries and delivery of MSPs in over 50 countries.
Recently, Manpower announced it has entered into an agreement to acquire Comsys IT Partners. Comsys’ MSP and RPO offerings, through TAPFIN,will operate under Manpower Business Solutions (see page 38 for further details).
Clients: N/A
• Active cost management• Quality and fulfillment • Process optimization and automation
• Reporting analytics and performance management• Compliance and risk management
• First time quality • Failure to start• Turnover • Supplier compliance
• Bill rate management • Speed (supplier cycle time)• Submittal ratio
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Baker’s Dozen: MSP
Company URL
Services:
Most Important Metrics:• Time-to-fill• Quality of worker
8 Hays www.hays.co.uk/resource-management Hays plc is a global specialist recruiting group delivering recruitment services for qualified, professional and skilled people worldwide.
The market leader in the U.K. and Australia and one of the market leaders in Continental Europe, it operates across the private and public sec-tors, dealing in permanent positions, contract roles, and temporary assignments. The company employs 6,933 staff operating from 345 officesin 28 countries across 17 specializations. For the year ended June 30, 2009, the company had: revenues of £2.4 billion, net fees of £670.8 mil-lion, and operating profit of £158 million; placed around 50,000 candidates into permanent jobs and around 270,000 people into temporary assign-ments; and the temporary placement business represented 56 percent of net fees and the permanent placement business represented 44percent of net fees.
April 2010 HRO Today 23www.hrotoday.com
• Business analysis and strategy• Model development• Governance• Program operations (order and assignment management, time cap-
ture oversight and reconciliation, invoicing)• Supplier management• Reporting and metrics• Continuous improvement
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Baker’s Dozen: MSP
Clients: RBS Global Markets, UBS, Merrill Lynch, Standard Bank, BT, Virgin Media, JP Morgan, and London Borough of Camden.
Services: Providing total resourcing expertise to a diverse client base, with the support of a specialist recruiting business. Collaboration is key; work-ing with our clients to develop their resource strategy to meet their business objectives including mitigating risk, reducing spend, and establishingand improving market position. From master vendor models to direct sourcing, internal recruitment to community and regeneration programs, Haysmanages all talent streams including permanent, temporary, interns, graduates, contractors, and consultants.
Most Important Metrics:
9 Guidant Group www.guidantgroup.comGuidant Group is a management services provider (MSP) dedicated to eliminating inefficiency in sourcing and managing contingent
labor. We service a broad client base in all major industries. Guidant Group excels in providing both hard and soft cost savings through spendcontainment and visibility, improvement in management control, and process efficiency. Guidant Group is a third-party manager of contract staffing,not a staffing provider. We bring value by managing and administering our clients’ contingent workforce. Guidant Group coordinates hiring logis-tics, performs quality monitoring of worker and suppliers, and provides real-time information about the process under a single, enterprise programto obtain the right resources, at the right time, and at the best rate. Our core competency is centered on process excellence.
Clients: FPL, Duke, Pitney Bowes, and University of Southern California
Services: Guidant Group provides managed services to administer clients’ contingent workers, 1099s, independent contractors, and project-based work. We accomplish this with a blend of high-touch, process excellence and the application of best-of-breed vendor management soft-ware. Guidant Group is also able to offer consulting to help organizations understand the current state of managing the non-FTE workforce,offer a gap analysis against best practices, and implement the solutions that will move the organization to best practices.
Most Important Metrics:
10 Agile 1 www.agile-1.comAs the consultative flagship for the ACT•1 Group, Agile•1 combines innovative labor acquisition and management programs with a
suite of Web-based tools to create global workforce solutions. At Agile•1, technology complements contingent and direct-hire processes. With morethan 40 years experience serving Fortune 1000 customers and public sector agencies across diverse business landscapes, and with 2,000 distinguishedsupplier partners worldwide, Agile•1 is a leading provider of acquisition, management, technology, and consultative solutions for your entire work-force.
Clients: N/A
Services:
Company URL
• Cost savings• Customer satisfaction• Percentage of assignments completed successfully
• Time to fill• Vendor satisfaction
• Cost containment and reduction• Risk reduction
• Transparency• Quality of candidates
• Managed services programs (MSP)• Recruitment process solutions (RPS)• Workforce consulting services (WCS)• Corporate alumni programs• Professional payrolling services (PPS)
• Vendor management system (VMS)• Applicant tracking system (ATS)• Project resource management (PRM)• Independent contractor compliance
www.hrotoday.com24 HRO Today April 2010
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Guidant G
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Baker’s Dozen: MSP
Company URL
Most Important Metrics:
11 CDI Corp, Talent Management Division www.cdi-tm.comPublicly traded, CDI has approximately 10,400 employees throughout its more than 1,000 offices worldwide. In 2008, the company saw
$1.12 billion in revenue.
Clients: Siemens, Teradyne, and URS
Services:
• Time to fill (cycle time)• Cost of hire• Cost savings
• Supplier performance• Spend analysis• System availability and uptime
• Rate card effectiveness• Fill rate ratios
• Professional staffing services (engineering, IT, design/drafting, mfg/LI) • Vendor management services• Payrolling services• Project design and engineering services • Direct hire services• Outplacement services• Documented cost savings programs
• 1099 compliance services• Exempt/non-exempt employee classification services• Job classification and job requisition services• Supplier market rationalization services• Web-enabled ad-hoc reporting
April 2010 HRO Today 25www.hrotoday.com
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Baker’s Dozen: MSP
Most Important Metrics:
12 Tapfin www.tapfin.comTAPFIN Process Solutions, a division of COMSYS, is a leading business process outsourcing provider of end-to-end human capital ful-
fillment and management solutions. Drawing on experienced delivery teams, industry best practices and innovative technology, TAPFIN providesstreamlined and transparent workforce solutions that enable optimization of the fulfillment and management of the direct and contingent work-force. TAPFIN’s suite of solutions includes contingent labor management services, recruitment process outsourcing, services procurement management
(management of SOW spend), and direct sourc-ing solutions that can be tailored to companies ofvaried sizes and industry focus.
Clients: Cisco, State of Wisconsin, and FirstAmerican ISC.
Services: Vendor management: vendor opti-mization, strategic sourcing strategies, vendoradministration, compliance management, andperformance management. Business analyticsand reporting: compliance, cost savings, finan-cial management, performance management,and diversity spend. Contractor management: jobrequisition management, candidate evaluation,compliance tracking, on-/off-boarding, and issueresolution. Timekeeping and invoicing: timeand expense collection and approval, paymentprocessing, and consolidated invoicing (auto-mated, paperless).
Services procurement management: similarservices managing entire procurement lifecycleof project-based engagements, including RFxprocess, award management, vendor optimizationand management, negotiation, pricing rational-ization, SOW delivery and milestone valida-tion, tracking and benchmarking, andperformance management.
Most Important Metrics:
Company URL
www.hrotoday.com26 HRO Today April 2010
• Time-to-hire• Time-to-submit• Time-to-fill
• Overall performance metrics–supplier scorecard• Cost savings and exception reporting metrics
• Response time to open job req• Time-to-fill• Cost savings metrics (actual percent saved viaVMS/MSP program)• Hiring manager and supplier satisfaction• VMS system availability
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13 Volt Consulting www.voltmsp.comVolt Consulting - Managed Service Programs is a business unit of Volt Information Sciences, Inc., providing services and solutions
to streamline and manage procurement of temporary staffing, project services, consultants, and other human capital. Volt Consulting MSP improvesefficiencies throughout the entire procurement lifecycle, including supplier management, sourcing, spend management, invoicing, reconcilia-tion, and payment for enterprise clients. Volt Consulting MSP offers sophisticated human capital supply chain management outsourcing serv-ices, liberating clients’ human resources and procurement professionals from the intensive tasks surrounding contingent workforce management,so they can focus on core business processes.
Clients: N/A
Services: Business intelligence: industry leading analytics to help clients make truly informed business decisions. Program management: expert-ise of dedicated on-site and off-site resources who help drive program growth and success. Implementation: seasoned veterans trained in proj-ect management institute methodologies to ensure programs launch without a hitch. Business process improvement: regular programassessments through our dedicated business process improvement (BPI) group and find opportunities for boosting efficiencies. Supplier man-agement: assessment, onboarding, and mentoring of clients’ supplier base, improving the quality of workers, and reducing time-to-hire. Billing:provides accuracy, security, and support all while lowering AP/AR costs
Most Important Metrics:
• Savings • Fill time • Qualified candidates
Baker’s Dozen: Managed Services
Company URL
April 2010 HRO Today 26www.hrotoday.com
Quality of Service Leaders
Provider Breadth of Service Size of Deals Quality of Service Overall Ranking
Advantage xPO 13.71 4.57 67.98 159.67
SourceRight Solutions 13.30 5.07 67.15 157.86Adecco 12.46 4.68 67.11 156.66
Workforce Logic 9.17 4.17 65.50 149.63
Allegis Group Services 14.25 5.00 63.58 151.27
Hays 11.00 4.70 63.13 146.85
Staff Management 14.75 7.38 62.90 152.00
Manpower 12.75 4.84 62.50 147.39
Guidant Group 11.80 4.80 61.50 144.31
CDI 10.27 4.00 59.45 137.93
Agile 1 13.10 4.13 58.95 139.79Tapfin 11.50 4.88 55.31 131.07
Volt Consulting 14.00 5.00 51.20 125.02
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