Operations Benchmarking

Benchmarking is a powerful analytical engine that drives incremental improvement in operational efficiency, as well as transformational change in service delivery. Cost, quality and productivity and benchmarking services from ISG leverage proven methodology and industry-leading data to quantify performance gaps, identify root causes for service and cost gaps and define actionable improvement opportunities. Quantitative modeling and forecasting capabilities — along with statistical analysis — help clients assess the risks and benefits of alternative scenarios and chart the optimal path forward.

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Guaranteeing contract value

A global financial services company hires ISG to ensure it is receiving its contracted services.


Have I overpaid? Have I gotten everything I’ve paid for? Sourcing professionals need to know they’ve received the contracted service at the right time and at the right price. Our global financial services client asked us to compare the rate cards for their IT and business process outsourcing (BPO) service providers to ensure they were receiving value.

Imagining IT Differently
Imagining IT Differently

ISG compared the services being delivered from each geographical location and analyzed the client’s market, producing a leading practice view on how to structure the rate cards with pros and cons of the recommended approach.

Future Made Possible

  • Identified $18.4 million in potential annual savings in an annual ITO spend of US$405.8 million
  • Identified $1.7 million of potential annual savings in an annual BPO spend of $35.1 million
  • Recommended improvements to the existing rate card structure to align with industry standards and provide greater granularity

Meet the Team