2011 Global Outsourcing Survey: Where is value lost in outsourcing deals?

We sent a standard questionnaire to our global customer/buy-side contact list which included a list of factors causing loss of value. Respondents were asked to rate each factor from 1, being the least loss of value, to 5, being the greatest loss of value. We also asked respondents “with the benefit of hindsight, if you were entering into a new outsourcing arrangement now, what one thing would you do differently.” To supplement our on-line survey, we carried out one-to-one telephone interviews with a number of different respondents. We received 98 responses from 93 different organizations, across a broad range of sectors.

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