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Brown-Wilson Group annually evaluates leading global outsourcingservice providers across 26 management criteria and 18 operationalexcellence key performance indicators completely from the perspectiveof the client experience. Independent and unbiased from vendorsinfluence, over 300,000 global outsourcing users are invited toparticipate. Suppliers also encourage their clients to participate toproduce current and objective customer service data for buyers,analysts, investors, consultants, suppliers and the media. Forinformation on hard-copy or electronic reprints of The 2008 State ofthe Outsourcing Industry Report, please contact the Client ResourceCenter at +1 727.784.6689 or vijay.j@brown-wilson.com We offer quantitydiscounts and special pricing for academic and nonprofit institutions ©2008 Brown-Wilson Group, Inc. All Rights Reserved. Reproduction of thispublication in any form without prior written permission is forbidden.The information contained herein has been obtained from sourcesbelieved to be reliable. Brown-Wilson Group disclaims all warranties asto the accuracy, completeness or adequacy of such information. Brown-Wilson Group shall have no liability for errors, omissions orinadequacies in the information contained herein or for interpretationsthereof. The reader assumes sole responsibility for the selection ofthese materials to achieve its intended results. The opinions expressedherein are subject to change without notice. Brown-Wilson Group'sunrivaled objectivity and credibility is perhaps your greatestassurance. At a time when alliances between major consultancies andsuppliers have clouded the landscape, Brown-Wilson Group remainsresolutely independent. We have no incentive to recommend specificoutsourcing vendors or advisors. Our only allegiance is to help youachieve the results you want with the best possible solution. The BlackBook of Outsourcing: How to Manage the Changes, Challenges andOpportunities, published by John Wiley & Sons Publishers, Inc. is thebestselling management book, available in its second edition in June2008 in four languages around the world, everywhere books are sold.Copyright 2008 All Rights Reserved. Brown-Wilson Group, Inc. The BlackBook of Outsourcing®For more information, visit www.TheBlackBookOfOutsourcing.com
 
ContentsExecutive Summery Research Overview Upcoming Black Book Research BlackBook custom research Cross tabulated Respondent Findings Next Big ThingThe Measure of a Service Leader Methodology 2008 Black Book 50 NotableClimbs and stumbles Five Year Cumulative Outsourcing Leaders IndianProviders European Providers American Providers Client ExperienceFindings Global Influencers and Providers Additions to 2009 Black BookAppendix 3 4 5 7 9 18 22 22 23 24 31 32 33 33 34 42 52 53Brown-Wilson Group, through The Black Book of Outsourcing, maintainsthe business perspective that because the outsourcing marketplace is socomplex and dynamic, the outsourcing industry is looking for the mostvalid and premium knowledge. BWG’s answer to that need has been toprovide continuous supplier data and research that helps buyerexecutives throughout their process-improvement lifecycle, investors intheir due diligence processes, and vendors with a measurement standardset to improve customer services. This report has been developed forthe global outsourcing industry with the single purpose to ensure thegrowth and success of initiatives by clients, users, prospectiveclients, analysts, venture capitalists and investors, media outlets andpress, competitive vendors, subcontractors, service suppliers,supporters and advisors in the evolving outsourcing continuum. BWG'sInvestment Philosophy: As a privately held company, Brown-Wilson Groupbelieves that our customers are our primary constituency. A largepercentage of every revenue dollar is reinvested back into ourindependent survey instruments and programs, including additionalauditors and analysts, more industry coverage, and extensive unbiasedresearch. Our steady growth over the past 6 years reflects ourcommitment to investing in our customers and the satisfaction processin the global outsourcing and offshoring industry exclusively.
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