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|
Percentage of "manage employee information and analytics" inquiries received via channels other than e-mail, phone, and face-to-face
This measure calculates the percentage of inquiries received monthly for the process group "manage employee information and analytics" via channels other than e-mail, phone,…
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Measure Spotlights|
Total number of direct marketing campaigns executed
This measure calculates total number of direct marketing campaigns executed. This Supplemental Information measure is intended to help companies evaluate additional variables…
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Average cycle time to develop a direct marketing campaign
This measure calculates average cycle time in days to develop a direct marketing campaign. This Cycle Time measure is intended to help companies analyze this duration related…
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Measure Spotlights|
Total annual cost incurred to execute direct marketing campaigns as a percentage of revenue generated by direct marketing campaigns
This measure calculates total annual cost incurred to execute direct marketing campaigns as a percentage of revenue generated by direct marketing campaigns. This Cost…
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Measure Spotlights|
Number of monthly routine "manage employee information" inquiries per business entity employee
This measure calculates the number of monthly routine inquiries (i.e. those received on a regular basis that require a standard response) received per business entity…
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Number of monthly non-routine "manage employee information" inquiries per business entity employee
This measure calculates the number of monthly non-routine inquiries (i.e. those that require complex responses and subject-matter expert escalation) received per business…
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Percentage of "manage employee information" inquiries received that are non-routine
This measure calculates the percentage of inquiries received for the process "manage employee information"—which consists of management reporting, employee information…
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Measure Spotlights|
Percentage of "manage employee information" inquiries received that are routine
This measure calculates the percentage of inquiries received for the process "manage employee information"—which consists of management reporting, employee information…
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Measure Spotlights|
Percentage of total annual marketing budget allocated to allocated overhead
This measure calculates the percentage of total annual marketing budget allocated to "allocated overhead." The marketing budget includes, among other things, IT costs…
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Employee retention rate
This measure calculates employee retention rate. This is defined as the number of employees at the end of the year that were present at the beginning of the year, divided by…
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Revenue lost from retail loyalty card discounts as a percentage of revenue
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Measure Spotlights|
Percentage of "manage employee information" inquiries received via e-mail
This measure calculates the percentage of inquiries received via e-mail for the process "manage employee information," which consists of management reporting, employee…
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Measure Spotlights|
Percentage of "manage employee information" inquiries received via face-to-face
This measure calculates the percentage of inquiries received via face-to-face interaction for the process "manage employee information," which consists of management…
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Measure Spotlights|
Percentage of "manage employee information" inquiries received via phone
This measure calculates the percentage of inquiries received via phone for the process "manage employee information," which consists of management reporting, employee…