The Cost and Performance Benchmarks Book is an off-the-shelf reference for GBS professionals to benchmark their in-house delivery costs against market benchmarks and derive back-of-the-envelope business cases. Members can also use the analyst inquiry service to clarify points, ask for additional advice, and discuss any other points related to the book.
This book offers cost and performance benchmarks for the in-house delivery of Finance & Accounting (F&A), IT Applications, IT Infrastructure, human resources, contact centers, analytics, RPA, and Agile/DevOps. The benchmarks are provided at a city level for the following 10 countries:
The cost benchmarks are normalized to industry standard roles and experience levels and are represented as the 20th, median, and 80th percentiles. The benchmarks have been further broken down into compensation and overheads to help users benchmark compensation, as it is the biggest component of the cost structure.
The performance benchmarks section covers benchmarks for IT Applications, IT Infrastructure, F&A, and contact centers. The metrics covered are: