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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|
Total company employee FTEs served per project management FTE
This measure calculates the total company employee FTEs served per FTE dedicated to project management within HR shared services organization. Shared services centers are the…
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Measure Spotlights|
Total company employee FTEs served per change management/training FTE
This measure calculates the total company employee FTEs served per FTE dedicated to change management/training within HR shared services organization. Shared services centers…
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Measure Spotlights|
Total customer (employee + retiree) FTEs served by HR shared services center per HR FTE
This measure calculates the total customer (employee + retiree) FTEs served by HR shared services center per HR FTE for HR organization. Shared services centers are the…
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Measure Spotlights|
Total requisitions per North American HR shared services center recruiting/staffing specialist FTE
This measure calculates the total requisitions per North American HR shared services center recruiting/staffing specialist FTE. Shared services centers are the result of…
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Measure Spotlights|
Total hires handled per North American HR shared services center recruiting/staffing specialist FTE
This measure calculates the total hires handled per North American HR shared services center recruiting/staffing specialist FTE. Shared services centers are the result of…
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Measure Spotlights|
Total company employees served per North American HR shared services center workforce administration specialist FTE
This measure calculates the total company employees served per North American HR shared services center workforce administration specialist FTE. Shared services centers are…
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Measure Spotlights|
Total company employees served per North American HR shared services center training administration specialist FTE
This measure calculates the total company employees served per North American HR shared services center training administration specialist FTE. Shared services centers are…
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Measure Spotlights|
Total company employees served per North American HR shared services center leave of absence administration specialist FTE
This measure calculates the total company employees served per North American HR shared services center leave of absence administration specialist FTE. Shared services…
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Measure Spotlights|
Total company employees served per North American HR shared services center employee relations specialist FTE
This measure calculates the total company employees served per North American HR shared services center employee relations specialist FTE. Shared services centers are the…
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Measure Spotlights|
Total company employees served per North American HR shared services center benefits administration specialist FTEs
This measure calculates the total company employees served per North American HR shared services benefits administration FTEs. Shared services centers are the result of…
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Measure Spotlights|
Total employee FTEs served by HR shared services center per HR organization FTE
This measure calculates the total number of employee FTEs served by HR shared services center per HR organization FTE. Shared services centers are the result of combining and…
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Measure Spotlights|
Number of calls/inquiries per HR shared service organization FTE
This measure calculates number of calls/inquiries per HR shared service organization FTE. Call/inquiry volume should be reported out of the center's contact management system…
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Measure Spotlights|
Total Tier 1 transaction volume per Tier 1 HR shared service organization FTE
This measure calculates the total Tier 1 transaction volume per Tier 1 HR shared service organization FTE. Transaction volume refers to actions where there is an employee…
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Measure Spotlights|
Total Tier 1 call/inquiry volume per Tier 1 HR shared service organization FTE
This measure calculates the total Tier 1 call/inquiry volume per Tier 1 HR shared service organization FTE. Tier 1 call/inquiry volume includes all types of HR-related calls…
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Measure Spotlights|
Total Tier 2 transaction volume per Tier 2 HR shared service organization FTE
This measure calculates the total Tier 2 transaction volume per Tier 2 HR shared service organization FTE. A Tier 2 transaction is when an HR specialist/subject-matter expert…