The International 2009 Association of Outsourcing ™ Professionals™ (IAOP™) is pleased to announce the companies selected The World’s BEST as The 2009 Global Outsourcing Outsourcing 100™ Service Providers and and the World’s Best Advisors Outsourcing Advisors. 2009 World’s Best Outsourcing Advisors The global, standard-setting organization and advocate for the outsourcing profession. To learn more visit: www.outsourcingprofessional.org 2009 ™ The 2009 Global Outsourcing 100 Plus Report Abstract Please visit www.outsourcingprofessional.org to purchase a complete version of The 2009 Global Outsourcing 100 Plus Report. © 2009 International Association of Outsourcing Professionals™ (IAOP™) All Rights Reserved 2600 South Road, Suite 44-240 Poughkeepsie, NY 12601 +1.845.452.0600 www.outsourcingprofessional.org International Association of Outsourcing Professionals, IAOP, The Global Outsourcing 100 and Certified Outsourcing Professionals are all registered trademarks Table of Contents The Global Outsourcing 100 Industry Analysis ..................................................................................................Section A Introduction ..............................................................................................................................................................................A1-A2 Leaders Overview ..........................................................................................................................................................................A3 Rising Stars Overview ...................................................................................................................................................................A4 Year to Year Analysis ............................................................................................................................................................ A5-A11 The Lists .................................................................................................................................................................................Section B The 2009 Global Outsourcing 100 .................................................................................................................................... B1-B2 World’s Best Outsourcing Advisors ..........................................................................................................................................B3 The 2009 Global Outsourcing 100 Sub-Lists ...............................................................................................................B4-B12 Methodology and Process ............................................................................................................................................Section C Application Process .......................................................................................................................................................................C1 Evaluation Team .............................................................................................................................................................................C2 Methodology, Rules, & Size Bands ....................................................................................................................................C2-C4 Scoring Matrix ..........................................................................................................................................................................C5-C9 Company Profiles ..............................................................................................................................................................Section D Explanation of Company Profile .............................................................................................................................................. D1 Featured Service Providers – Leaders and Rising Stars ....................................................................................... D2-D349 Featured Legal and Advisory Providers- Leaders and Boutiques ............................................................... D350-D385 Additional Outsourcing Companies of Interest ................................................................................................ D386-D406 Company Indexes.............................................................................................................................................................. Section E Introduction ..................................................................................................................................................................................... E1 Companies by Industries Served ........................................................................................................................................E2-E5 Companies by Services Provided .......................................................................................................................................E6-E9 Companies by Regions Served .......................................................................................................................................E10-E13 Companies with Certified Outsourcing Professionals (COP’s) .....................................................................................E14 * Sections appearing in gray are included in the full 2009 Global Outsourcing 100 Plus Report only 2009 ™ Introducing The 2009 Global Outsourcing 100 By Michael F. Corbett, Chairman, International Association of Outsourcing Professionals One of the many great values of the International Association of Outsourcing Professionals™ (IAOP™) is that it truly is an association of outsourcing professionals for outsourcing professionals. Its global membership works collaboratively to collect and disseminate information, analyses and insights important to outsourcing professionals, the companies they work for and the industry at large. IAOP’s annual Global Outsourcing 100, produced in association with FORTUNE® Custom Projects, is an example of this. Begun in 2006, The Global Outsourcing 100 is an annual competitive ranking of the world’s best outsourcing service providers. It’s competitive in that service providers choose to participate in the program by submitting an application that essentially mirrors a customer’s request for information or early-stage request for proposal. Only the companies that apply are judged. Applications are scored and ranked by an independent panel of judges, most of whom are Certified Outsourcing Professionals (COPs) with personal experience reviewing and evaluating service providers from a buyer’s point of view. The application covers the 18 dimensions of an organization’s performance and capabilities known to be key to outsourcing success. The companies are judged and ranked in two groups: Leaders — the larger, more established industry participants and Rising Stars — the smaller, fast-growing companies that may be tomorrow’s leaders. In 2009, IAOP added a new ranking for advisors — consultants, law firms, analysts. These firms were similarly grouped into Leaders and Boutiques. The resulting lists — collectively known as The Global Outsourcing 100 — provide a valuable guide for outsourcing service providers and advisors. The companies presented are global and span the most common functional areas for outsourcing, such as information technology, business process outsourcing, real estate and facilities services, and a wide range of other industry-specific functions. The lists also provide an important window into the industry. By collecting and analyzing large quantities of data from many companies, the program yields insights into current and future happenings that simply are not available from any other source. Finally, the lists are an important reference for customers and others looking to understand who the established and emerging players are, and what they do well. And, with all of this appearing in a special advertising section of FORTUNE magazine’s annual FORTUNE 500 issue, The Global Outsourcing 100 serves as a powerful advocate for the industry. The 2009 Global Outsourcing 100 Page A-1 The Global Outsourcing 100 Plus Report is a new and equally important part of the program. For the first time, IAOP is combining the collective insights gained through this program into a single document. The report contains detailed industry data analyses, developed by Jag Dalal, IAOP’s managing director, thought leadership. It contains all of the lists and sub-lists, providing a quick reference to the best providers from every angle. The largest section of the report contains profiles of more than 300 companies, giving users a quick and easy-to-use industry guide — all in one package. Finally, and possibly most importantly, The Global Outsourcing 100 Plus Report provides results of all of the detailed analyses done by our judges. It shows how companies scored in each area of the application and why; allows participating companies to see how they stacked up against the scoring standards and the competition; helps companies see how they can improve not just their application but their capabilities going forward; and shows buyers exactly why each company ranked where it did — allowing companies to understand their results and compare their own evaluation criteria to the one used by our judges. The Global Outsourcing 100 program and The Global Outsourcing 100 Plus Report are essential tools for helping outsourcing professionals produce better, more