18 KEY PERFORMANCE INDICATORS

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BLACK BOOK KEY PERFORMANCE INDICATORS VENDORS

HEALTHCARE INFORMATION SYSTEMS TECHNOLOGY COMPANIES & SERVICES FIRMS

Black Book collects ballot results on 18 performance areas of operational excellence to rank vendors by software, systems, products, equipment and outsourced service lines. Client users submit ballots per vendor per function which are juxtaposed with client size, functions outsourced, software installed, systems employed, services rendered, industry/vertical(s) affected, country of service origin and overall service and/or product line domain.

The gathered data is subjected immediately to an internal and external audit to verify completeness and accuracy and to make sure the respondent is valid while ensuring the anonymity of the client company is maintained. During the audit, each data set is reviewed by a Black Book executive and at least two other external reviewers. In this way, Black Book report clients are able to clearly see how a vendor is truly performing. The 18 criteria on operational excellence are subdivided by the client's industry, market size, geography and software category/function outsourced and reported accordingly.

Strategic Alignment of Vendor Offerings to Healthcare System Client's Mission & Goals
Innovation & Optimization
TRAINING
CLIENT RELATIONSHIPS AND CULTURAL FIT
TRUST,ACCOUNTABILITY,ETHICS AND TRANSPARENCY
BREADTH OF OFFERING,VARIED CLIENT SETTING,DELIVERY EXCELLENCE ACROSS
DEPLOYMENT AND IMPLEMENTATION
CUSTOMIZATION
INTEGRATION AND INTERFACES, INTEROPERABILITY AND CONNECTIVITY
SCALABILITY,CLIENT ADAPTABILITY,FLEXIBLE PRICING
VENDOR STAFF EXPERTISE, COMPENSATION AND EMPLOYEE PERFORMANCE
RELIABILITY
BRAND IMAGE AND MARKETING COMMUNICATIONS
MARGINAL VALUE ADDS
VENDORS FINANCIAL VIABILITY AND MANAGERIAL STABILITY
DATA SECURITY AND BACKUP SERVICES
SUPPORT AND CUSTOMER CARE
BEST OF BREED TECHNOLOGY AND PROCESS IMPROVEMENT DEVELOPMENTS
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