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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.
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Measure Spotlights|
Personnel cost (for store, inventory transportation, and inventory warehousing retail employees) to net sales revenue ratio
This measure calculates the ratio of personnel cost (for store, inventory transportation, and inventory warehousing retail employees) to net sales revenue. Personnel cost…
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Revenue lost from retail loyalty card discounts as a percentage of revenue
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Number of FTEs dedicated to retail buying and merchandising activities per $1 billion revenue
This measure calculates the total number of full-time equivalent employees (FTEs) per $1 billion revenue that perform retail buying and merchandising activities, which…
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Number of development projects for the current year between $100,000 and $250,000
This measure calculates the number of development projects for the current year in the $100,000–$250,000 range. It is part of a set of Supplemental Information measures that…
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Measure Spotlights|
Number of development projects for the current year between $500,000 and $1 million
This measure calculates the number of development projects for the current year in the $500,000–$1 million. It is part of a set of Supplemental Information measures that help…
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Measure Spotlights|
Percentage of IT budget, including depreciation/amortization, allocated towards service oriented architecture (SOA)
This measure calculates the percentage of IT budget, including depreciation/amortization, allocated towards service-oriented architecture (SOA), an application design and…
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Percentage of service oriented architecture services that are external
This measure calculates the percentage of service-oriented architecture (SOA) services that are external. SOA refers to an application design and programming paradigm in…
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Overhead cost to perform the process group "deploy information technology solutions", including depreciation/amortization, per $100,000 revenue
This measure calculates overhead cost (including depreciation/amortization) per $100,000 revenue to perform the process group "deploy information technology solutions," which…
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Overhead cost to perform the process group "develop and maintain information technology solutions", including depreciation/amortization, per $100,000 revenue
This measure calculates overhead cost (including depreciation/amortization) per $100,000 revenue to perform the process group "develop and maintain information technology…
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Other cost to perform the process group "deploy information technology solutions", including depreciation/amortization, per $100,000 revenue
This measure calculates other cost (including depreciation/amortization) per $100,000 revenue to perform the process group "deploy information technology solutions," which…
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Measure Spotlights|
Other cost to perform the process group "develop and maintain information technology solutions", including depreciation/amortization, per $100,000 revenue
This measure calculates other cost (including depreciation/amortization) per $100,000 revenue to perform the process group "develop and maintain information technology…
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Measure Spotlights|
Percentage of service oriented architecture services that are internal
This measure calculates the percentage of service-oriented architecture (SOA) services that are internal. SOA refers to an application design and programming paradigm in…
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Measure Spotlights|
Percentage of your organization's revenue growth over the past three years due to acquisitions
This measure calculates the total percentage of your organization’s revenue growth over the past three years due to acquisitions (part of inorganic growth) as opposed to…
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Average cost to resolve a service-after-sales request for contact centers or similar remote assistance channel
This measure calculates the average cost incurred when contact centers or remote channels deal with post-sale service requests. Service-after-sales requests can be for…
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Measure Spotlights|
Average cost to resolve a service-after-sales request for the customer self-service channel
This measure calculates the average cost incurred when a customer is able to resolve a post-sale service request on their own via a customer self-service channel. Service…