Resource Library
APQC’s Resource Library is your source for timely and topical information to help you meet your most complex business process and knowledge management challenges. Explore our ever-growing collection of more than 5000 research-based best practices, benchmarks and metrics, case studies, and other valuable APQC content.
Looking for something specific?
Ask Us-
Measure Spotlights|
Number of business entity employees per FTE that directly supports the business entity's knowledge management program
This measure calculates the number of business entity employees per full-time equivalent (FTE) employee that directly supports the business entity's knowledge management (KM)…
-
Measure Spotlights|
Percentage of applications that will be deployed on the cloud in the next three years (for utilities)
This measure calculates percentage of applications that will be deployed on the cloud in the next three years. This Supplemental Information measure is intended to help…
-
Measure Spotlights|
Average time in hours to respond to highest priority problem for the current year
This measure calculates the average number of hours it takes to respond to the highest priority problem for the current year. It tracks the time between the first formal…
-
Measure Spotlights|
Percentage of total IT cost, including depreciation/amortization, allocated to process group "deliver and support information technology services"
This measure calculates the percentage of total IT cost, including depreciation/amortization, allocated to the process group "deliver and support information technology…
-
Measure Spotlights|
Percentage of total IT cost, including depreciation/amortization, allocated to process group "deploy information technology solutions"
This measure calculates the percentage of total IT cost, including depreciation/amortization, allocated to the process group "deploy information technology solutions," which…
-
Measure Spotlights|
Percentage of unscheduled outages from change requests
This measure calculates the percentage of unscheduled outages (i.e. outages that were not scheduled before implementation of a change) due to change requests. It is part of a…
-
Measure Spotlights|
Percentage of unscheduled outages from release introductions
This measure calculates the percentage of unscheduled outages (i.e. outages that were not scheduled before implementation of a change) due to release introductions. It is…
-
Measure Spotlights|
Total cost to perform the process group "manage IT knowledge", including depreciation/amortization, per $1,000 revenue
This measure calculates total cost including depreciation/amortization to perform the process group "manage IT knowledge", per $1,000 business entity revenue. Total cost is…
-
Measure Spotlights|
Percentage of total IT cost, including depreciation/amortization, allocated to process group "manage IT knowledge"
This measure calculates total cost to perform the process group "manage IT knowledge" as a percentage of total IT cost, including depreciation/amortization. Total IT Cost or…
-
Measure Spotlights|
Percentage of total IT cost, including depreciation/amortization, allocated to process group "develop and manage IT customer relationships"
This measure calculates the percentage of total IT cost, including depreciation/amortization, allocated to the process group "develop and manage IT customer relationships,"…
-
Measure Spotlights|
Percentage of total IT cost, including depreciation/amortization, allocated to process group "manage enterprise information"
This measure calculates the percentage of total IT cost, including depreciation/amortization, allocated to the process group "manage enterprise information," which consists…
-
Measure Spotlights|
Time in months to break even for new or enhanced IT services for investments less than $100,000
This measure calculates the number of months it takes to get to the point where cost and revenue are even for new or enhanced IT services for investment levels less than $100…
-
Measure Spotlights|
Time in months to break even for new or enhanced IT services for investments between $100,000 and $250,000
This measure calculates the number of months it takes to get to the point where cost and revenue are even for new or enhanced IT services in the $100,000–$250,000 investment…
-
Measure Spotlights|
Time in months to break even for new or enhanced IT services for investments between $250,000 and $500,000
This measure calculates the number of months it takes to get to the point where cost and revenue are even for new or enhanced IT services in the $250,000–$500,00 investment…
-
Measure Spotlights|
Time in months to break even for new or enhanced IT services for investments between $500,000 and $1 million
This measure calculates the number of months it takes to get to the point where cost and revenue are even for new or enhanced IT services in the $500,000–$1 million…