Japan IT Outsourcing 2005 User Survey: Customer Perceptions and Needs: Industry

Japan IT Outsourcing 2005 User Survey: Customer Perceptions and Needs

Product Type: Market Research Report
Published by: IDC
Published: June 2005
Product Code: R104-20256

Description

This IDC study summarizes the results of the Japan IT Outsourcing Survey conducted in March 2005. It analyzes the IT outsourcing usage among Japanese companies, including application service provider (ASP) usage, business process outsourcing (BPO) usage, and business continuity measures.

The Japan IT outsourcing services market has entered a period of stable growth. The importance of creating new service value for customers has also increased. In response to user companies' needs for business improvement and reform, blanket long-term IT outsourcing and BPO services are now accompanied by the provision of strategic value-added services (VASs) like offers of recommendations/appraisals to improve/reform the outsourced business as well as other related operations. "In order to provide such VASs, it is important to build relationships with organizations related not only to the business units but also to the management and undertaking proposals for long-term business improvement and reform. Through such long-term relationships, service vendors can increase customers' levels of satisfaction and at the same time gain the trust and loyalty of customers, thereby resolving their dissatisfaction and concerns," says IDC Japan's IT Services Research, market analyst, Akimasa Nakao.

Table of Contents

Table of Contents
IDC Opinion
In This Study
Methodology
Outline of User Survey Methodology
Primary Survey
Secondary Survey
Table: Japan Attributes of Respondent Companies in the Primary Survey by Industry
Table: Japan Attributes of Respondent Companies in the Primary Survey by Employee Scale
Table: Japan Attributes of Respondent Companies in the Secondary Survey by Industry
Table: Japan Attributes of Respondent Companies in the Secondary Survey by Employee Scale
Executive Summary
Situation Overview
IT Outsourcing/Application Service Provider Services Usage
IT Outsourcing Usage
Figure: Japan IT Outsourcing Usage
Figure: Japan IT Outsourcing Usage by Industry
Figure: Japan IT Outsourcing Usage by Employee Scale
Application Service Provider Services Usage
Figure: Japan Application Service Provider Services Usage
Figure: Japan Application Service Provider Services Usage by Industry
Figure: Japan Application Service Provider Services Usage by Employee Scale
Adoption of IT for IS and the Use of IT Services
Figure: Japan Adoption of IT for IS Operations and IT Services Usage by Business Segment
Figure: Japan Percentage of Companies That Outsource IS Operations to Affiliated Companies by Industry
Figure: Japan Outsourcing Usage Rates of IS Operations
IT Outsourcing Vendor Visibility
Figure: Japan Visibility of IT Outsourcing Vendors
Figure: Japan Visibility of IT Outsourcing Vendors by Employee Scale
IT Outsourcing Market Environment and User Perceptions
Figure: Japan Attributes of Respondent Companies in the Secondary Survey in Terms of IT Outsourcing Usage
Figure: Japan IT Outsourcing Usage by Employee Scale
Table: Japan Attributes of Respondent Companies in the Secondary Survey in Terms of IT Outsourcing Usage
Corporate IT Investment Trends
Figure: Japan Annual IT Outsourcing Budget Fluctuations
Figure: Japan Annual IT Outsourcing Budget Fluctuations
Results Expected from the Use of IT Outsourcing
Figure: Japan Expected Results from the Use of IT Outsourcing
Figure: Japan Comparison of the Most Important Results Expected from the Use of IT Outsourcing
Concerns Over the Use of IT Outsourcing
Figure: Japan Concerns Over the Use of IT Outsourcing
Figure: Japan Comparison of Concerns Over the Use of IT Outsourcing
Figure: Japan Concerns Over the Current Use of IT Outsourcing Compared with the Previous Survey's Results
Figure: Japan Concerns Over the Current Non-Use of IT Outsourcing Compared with the Previous Survey's Results
IT Outsourcing Vendor Selection Criteria
Figure: Japan Criteria for Selecting IT Outsourcing Vendors
Figure: Japan Comparison of Important Criteria for Selecting IT Outsourcing Vendors
Figure: Japan Comparison of the Most Important Criteria for Selecting IT Outsourcing Vendors
IT Outsourcing Services Used
Figure: Japan Currently Used IT Outsourcing Services
IT Outsourcing Vendors Used
Figure: Japan Currently Used IT Outsourcing Service Vendors by Employee Scale
Levels of Satisfaction with Regard to IT Outsourcing Services Used
Figure: Japan Levels of Satisfaction with Regard to IT Outsourcing Services Used
Contract Contents and Service-Level Agreement Necessity in the Use of IT Outsourcing Services
Figure: Japan Perceptions on Service-Level Agremment Necessity When Using IT Outsourcing Services by Employee Scale
Figure: Japan Service-Level Agreement Content Components
Survey on Outsourcing Services Trends
Measures to Realize Business Continuity
Figure: Japan Measures to Realize Business Continuity by Employee Scale
Expectations on Vendors in Realizing Business Continuity
Figure: Japan Expectations on Vendors for Realizing Business Continuity
Business Process Outsourcing Usage by Business Segment
Figure: Japan Business Process Outsourcing Usage by Business Segment
IT Outsourcing Services Usage Before Implementing Business Process Outsourcing
Figure: Japan IT Outsourcing Service Usage Situations Before Implementing Business Process Outsourcing
Results Expected from the Use of Business Process Outsourcing Services
Figure: Japan Results Expected from the Use of Business Process Outsourcing Services
Concerns Over the Use of Business Process Outsourcing
Figure: Japan Concerns Over the Use of Business Process Outsourcing Services
Future Outlook
Essential Guidance
Learn More
Related Research
Definitions
IT Services Market
Project-Oriented Services
IT Consulting
Systems Integration
Custom Application Development
Network Consulting and Integration Services
IT Outsourcing
IS Outsourcing
Network and Desktop Outsourcing Services
Application Management
Software as a Service
Systems Infrastructure Service Provision
Support and Training
Hardware Deployment and Support
Software Deployment and Support
IT Education and Training
Business Services Market
Business Consulting
Business Process Outsourcing
Processing Services
Business Skills Training
Key Functional Business Outsourcing
Key Functional Businesses
Other Key Functional Businesses
Human Resources Outsourcing (Personnel-Related Operations)
Customer Care Outsourcing (Customer Care Operations)
Finance and Accounting Outsourcing (Finance and Accounting Operations)
Procurement Outsourcing (Procurement and Purchase Operations)
Appendix: Japan IT Outsourcing Survey Questionnaire
Primary Survey
Secondary Survey
IT Outsourcing
Synopsis

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