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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|
Selling, general, and administrative (SGA) costs per business entity employee
This measure calculates selling, general, and administrative (SG&A) costs per business entity employee. Selling, General, and Administrative (SG&A) Costs refers to the…
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Measure Spotlights|
Percentage of total IT cost, excluding depreciation/amortization, allocated to process group "develop and maintain information technology solutions"
This measure calculates the percentage of total IT cost, excluding depreciation/amortization for assets acquired during current reporting period, allocated to the process…
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Measure Spotlights|
Total cost to perform the process group "deploy information technology solutions", excluding depreciation/amortization, per $1,000 revenue
This measure calculates the total cost (excluding depreciation/amortization) per $1,000 revenue to perform the process group "deploy information technology solutions," which…
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Measure Spotlights|
Total cost to perform the process group "develop and maintain information technology solutions", excluding depreciation/amortization, per $1,000 revenue
This measure calculates the total cost (excluding depreciation/amortization for assets acquired during current period) per $1,000 revenue to perform the process group …
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Measure Spotlights|
Total cost to perform the process group "deliver and support information technology services", excluding depreciation/amortization, per $1,000 revenue
This measure calculates the total cost (excluding depreciation/amortization) per $1,000 revenue to perform the process group "deliver and support information technology…
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Measure Spotlights|
Number of IT FTEs that perform the process group "deliver and support information technology services" per $1 billion revenue
This measure calculates the number of full-time equivalent employees (FTEs) per $1 billion revenue dedicated to the process group "deliver and support information technology…
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Measure Spotlights|
Number of IT FTEs that perform the process group "deploy information technology solutions" per $1 billion revenue
This measure calculates the number of full-time equivalent employees (FTEs) per $1 billion revenue dedicated to the process group "deploy information technology solutions,"…
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Measure Spotlights|
Number of IT FTEs that perform the process group "develop and maintain information technology solutions" per $1 billion revenue
This measure calculates the number of IT full-time equivalent employees (FTEs) per $1 billion revenue that produce, develop and test new, enhanced, and improved solutions;…
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Measure Spotlights|
Percentage of total IT cost, excluding depreciation/amortization, allocated to process group "deliver and support information technology services"
This measure calculates the percentage of total IT cost, excluding depreciation/amortization, allocated to the process group "deliver and support information technology…
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Measure Spotlights|
Percentage of total IT cost, excluding depreciation/amortization, allocated to process group "deploy information technology solutions"
The measure calculates the percentage of the total IT cost, excluding depreciation/amortization, allocated to the process group "deploy information technology solutions,"…
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Measure Spotlights|
Percentage of business entity IT FTEs who perform the process group "deploy information technology solutions"
This measure calculates the percentage of IT full-time equivalent employees (FTEs) who are dedicated to the "deploy information technology solutions" process group, which…
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Measure Spotlights|
Percentage of business entity IT FTEs who perform the process group "deliver and support information technology services"
The measure calculates the percentage of business entity IT full-time equivalent employees (FTEs) who perform the process group "deliver and support information technology…
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Measure Spotlights|
Average time in hours to resolve a service commitment disruption
This measure calculates the average number of hours it takes to resolve a service commitment disruption. A service commitment disruption refers to a situation where a Service…
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Measure Spotlights|
Percentage of business entity IT FTEs who perform the process group "develop and maintain information technology solutions"
This measure calculates the percentage of IT full-time equivalent employees (FTEs) who produce, develop and test new, enhanced, and improved solutions; enable services that…
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Measure Spotlights|
Number of new hires per FTE that performs the process group "recruit, source, and select employees"
This measure calculates the number of new hires per full-time equivalent (FTE) employee (including those in support locations, such as shared centers) that performs the…