Indian Outsourcing Grasps for Emergency Chutes, Reports Brown-Wilson Group

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American and European outsourcing firms position to catch the coveted offshore fall-out, according to the industry's recognized satisfaction surveyors.

American and European outsourcing firms position to catch the coveted offshore fall-out, according to the industry's recognized satisfaction surveyors, Brown-Wilson Group.

The Indian outsourcing industry, struggling with geopolitical threats, decreased global spending and protectionist pressures, has been hit again, now with severe credibility issues and scandal.

Dovetailing with the Obama Administration's goal of creating US jobs, American outsourcers are perched to be the biggest benefactors of India's woes.

Additionally, in response to overwhelming demand from outsourcing users, Brown-Wilson Group has extended its global philosophy of questioning the performance of suppliers and their senior management to include governance boards in 2009.

Brown-Wilson Group is the world's only research organization to focus on independent client experience and satisfaction and authors the bestselling "The Black Book of Outsourcing" (Wiley Publishers). The surveyors have reconvened a highly regarded consortium of over 200 business school professors to recommend robust ethics standards to assess outsourcers for the seventh annual study.

"Investor and client suspicions have compromised the trust of the offshore outsourcing industry causing buyers to rally Brown-Wilson Group to institute stronger ethics and accountability standards to measure the leadership and governance performance for all outsourcers," says Scott A. Wilson, Partner of Brown-Wilson Group.

"The enhanced survey standards are the direct result of reliability concerns shaking the vulnerable offshore technology business. Not only are the Indian outsourcing industry clients and partners affected by the scandals, but the entire global economy is feeling the repercussions. Investors, current clients and potential clients are casting significant doubt on the maturity of outsourcing firm governance in India, China, Latin America and throughout southeast Asia," adds Wilson.

"We have called for the input of business academics around the world to assist us in developing strict and perceptive ethics measurements to be included in next month's annual survey process. These survey changes may greatly affect the results of the best managed outsourcing vendor polling, which has become somewhat predictable in the past," said Wilson. "With over 25,000 validated responses last year to the survey, we expect some very compelling, valuableā€¦even controversial customer insights into outsourcing firm leadership in 2009."

Academics have already identified and advocated additional key performance indicators to include: Reliability of Management Controls, Fiscal Accountability Practices, Corporate Social Responsibility, Environmental Sustainability Practices, Ethical Marketing and Sales, Transparency, Community Obligations, and Effective Fraud Prevention.

Brown-Wilson Group has compiled rankings based on consistent qualitative criteria for the past seven years focused on C-Level Commitment, Leadership Impact, Human Capital Performance and Corporate Direction. The results are part of the annual Black Book State of Outsourcing Industry Report each June, the revealing of the Best Managed Global Outsourcing Vendors.

The Black Book of Outsourcing opens the first quarter of each year and is available to all outsourcing users globally at

Scott Wilson
Brown-Wilson Group/The Black Book of Outsourcing
scott.wilson (at)


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