In 2009, the Black Book HRO industry user survey investigated over 900 contracts held by 2,500 user organizations, conglomerates and corporations globally.In order to rank the organizations, 18 key performance indicators (KPIs) or criteria are employed, scored on each respective vendor by client type and ranked on a 0'10 scale per KPI.Key finding: most important customer satisfaction KPIsClient relationship, and innovation and trust are the most important attributes influencing HRO client satisfaction with their 2009 outsourcing providers.Key finding: vendor dissatisfaction is common in the HR process outsourcing industry among top ranked suppliersStrong dissatisfaction is common in the traditional HRO sector, occurring in more than 38% of US clients in 2009, 21% of UK firms and 28% of international corporations collectively.Key finding: comprehensive services vendor arrangements from a comprehensive/end-to-end HRO vendor produces the highest satisfaction rates from payroll or benefit-led initiatives Synopsis Results from 2009 Black Book Outsourcing survey. Client relationship, innovation and trust are the most important attributes influencing Human Resources Outsourcing client satisfaction with their outsourcing providers. Companies mentioned Ceridian, Adecco, ING, Towers Watson, Hewitt, Mercer, Hay Group, Fidelity, Odyssey Onesource, ACS, Empyrean, IBM, Accenture, Advantec, CheckpointHR, Administaff, ADP, Hexaware, Caliber Point, Excellerate HRO, TriNet/Gevity

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2009 Top Human Resourcing Outsourcing Vendors
Published on September 2009
Report Summary
In 2009, the Black Book HRO industry user survey investigated over 900 contracts held by 2,500 user organizations, conglomerates
and corporations globally.
In order to rank the organizations, 18 key performance indicators (KPIs) or criteria are employed, scored on each respective vendor
by client type and ranked on a 0'10 scale per KPI.
Key finding: most important customer satisfaction KPIs
Client relationship, and innovation and trust are the most important attributes influencing HRO client satisfaction with their 2009
outsourcing providers.
Key finding: vendor dissatisfaction is common in the HR process outsourcing industry among top ranked suppliers
Strong dissatisfaction is common in the traditional HRO sector, occurring in more than 38% of US clients in 2009, 21% of UK firms
and 28% of international corporations collectively.
Key finding: comprehensive services vendor arrangements from a comprehensive/end-to-end HRO vendor produces the highest
satisfaction rates from payroll or benefit-led initiatives
Synopsis
Results from 2009 Black Book Outsourcing survey. Client relationship, innovation and trust are the most important attributes
influencing Human Resources Outsourcing client satisfaction with their outsourcing providers.
Companies mentioned
Ceridian, Adecco, ING, Towers Watson, Hewitt, Mercer, Hay Group, Fidelity, Odyssey Onesource, ACS, Empyrean, IBM, Accenture,
Advantec, CheckpointHR, Administaff, ADP, Hexaware, Caliber Point, Excellerate HRO, TriNet/Gevity
Table of Content
Introduction 6
Summary
Methodology 10
Top 20 HRO Vendors 12
Stop Light Scoring Key 13
Overview of KPI Leaders 18
Individual Key Performance Indicator Detail 21
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