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Why Your Customer Service KPIs Are Off-Target
Excellence in customer service is critical for retaining customers and maintaining a competitive advantage in the face of changing expectations. Yet APQC finds that many customer service organizations have picked key performance indicators (KPIs) that are inward-looking, lack customer focus, and…
Process Management FAQ: Roles and Skillsets
In late 2022 and into early 2023, APQC conducted our annual priorities and challenges survey. The survey explored trends in process and performance work and revealed the top five priorities and challenges in process management and organizational performance management. The survey found that about…
RPA in Supply Chain: Success Starts With Exceptional Governance
Robotic Process Automation (RPA) is often positioned as a game-changing technology that helps organizations achieve cost savings, better process performance, and numerous other benefits. But given all the hype around automation, it’s all too easy to underestimate the amount of time, labor, and…
What Early Adopters Can Teach Us About AI
Interview with Thomas H. Davenport ChatGPT burst upon the AI landscape in November 2022 with a media and market frenzy not seen since Steve Jobs introduced the iPhone in 2007. Over one million people immediately signed up to test if OpenAI’s large language learning algorithm could perform…
Supply Chain Sustainability Hits a Road Block
Organizations are facing pressure from multiple sources to ensure that their supply chains are operating in a sustainable manner from end-to-end. Organizations that do not currently track and assess the sustainability of their logistics providers may be left scrambling when Scope 3 disclosure…
How To Build a Collaborative Culture
Interview with APQC 2023 Conference Keynote Speaker Dan Pontefract Collaboration enables teams to solve problems more quickly, decrease reinvention and duplicative work across the enterprise, and drive innovation toward better products, services, and processes. But collaboration does not…
Organizations Need Play to Survive and Thrive
Interview with APQC 2023 Conference Keynote Speaker Dr. Shimi Kang. Learn more about APQC’s 2023 Conference and register today to hear more insights from Dr. Shimi Kang and delve more deeply into people, process, and knowledge. At first glance, concepts like play and self-…
Top KM Priorities and Challenges in 2023
In APQC’s 2023 Knowledge Management Priorities and Predictions Survey Report, we learned that knowledge management experts and practitioners who responded to our survey are optimistic about KM’s outlook. Sixty-six percent say KM is gaining ground, up from 50 percent last year. As knowledge…
Finance Data Management Is a Focus in 2023
Each year, APQC carries out survey research to explore the focus areas, key initiatives, and top challenges for the finance function. This year’s survey included 330 valid participants from diverse regions, industries, and organizational sizes. APQC found that the top three focus area for…
Supply Chain’s Greatest Obstacles and Opportunities Now
Supply chains have gained greater visibility over the last few years as the key to ensuring the smooth continuation of operations and the timely delivery of products and services for both businesses and consumers. Supply chain now has more influence among senior leaders. Yet with this recognition…