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|
Average cost per sales order for orders received through traditional channels
This measure calculates the average cost of sales orders received through traditional channels, which include face-to-face, phone calls, postal mail, and facsimiles. It is…
-
Measure Spotlights|
Percentage of employees with access to Employee Self-Service (ESS) system
This measure calculates the percentage of employees who have access to an Employee Self-Service (ESS) system, which allows non-payroll, non-benefits and non-HR employees to…
-
Measure Spotlights|
Percentage of managers with access to Manager Self-Service (MSS) system
This measure calculates the percentage of employees who have access to a Manager Self-Service (MSS) system, which allows non-payroll, non-benefits and non-HR managers to…
-
Measure Spotlights|
Number of business entity employees per FTE that performs the process group "manage employee information"
This measure calculates the number of business entity employees per full-time equivalent (FTE) employee that performs the process group "manage employee information," which…
-
Measure Spotlights|
Number of business entity employees per FTE that performs the process group "reward and retain employees"
This measure calculates the number of business entity employees per full-time equivalent (FTE) employee that performs the process group "reward and retain employees," which…
-
Measure Spotlights|
Percentage of order inquiry contacts received through new (such as digital/electric) channels
This measure calculates the percentage of order inquiry contacts received through new (e.g., digital/electric) channels. It is part of a set of Process Efficiency measures…
-
Measure Spotlights|
Percentage of sales orders requiring no human intervention to create, modify, or fulfill
This measure calculates the percentage of sales orders that don't require any manual intervention to create, modify, or fulfill. It is part of a set of Process Efficiency…
-
Measure Spotlights|
First contact resolution rate for inquiries on existing orders and service-after-sales requests
A first contact resolution rate measures the percentage of questions/concerns resolved in a customer's first attempt without a need for further assistance needed. This…
-
Measure Spotlights|
Customer retention rate for customers attempting service cancellation
This measure calculates the customer retention rate (i.e. the number of customers who were active three years ago and are still active, divided by the number of customers who…
-
Measure Spotlights|
Average tenure in months for business entity agents
This measure calculates the average tenure in months for agents/customer service representatives who directly handle contacts at your business entity. It is part of a set of…
-
Measure Spotlights|
Percentage of sales orders received through non-digital channels (such as face-to-face, phone calls, fax, post)
This measure calculates the percentage of sales orders that are received through non-digital channels, such as face-to-face, phone, fax, or mail. It is part of a set of…
-
Measure Spotlights|
Number of vacation days per year per employee
This measure calculates the average number of vacation days per year, per employee, provided by your business entity's policies. As part of a set of Supplemental Information…
-
Measure Spotlights|
Total cost to perform the process group "manage employee information" per process group FTE
This measure calculates total cost to perform the process group "manage employee information" per process group full-time equivalent employee (FTE). Total cost is the sum of…
-
Measure Spotlights|
Personnel cost to perform the process group "manage employee information" as a percentage of total process group cost
This measure calculates the percentage of the total cost to perform the process group "manage employee information" that comes from personnel cost. Core components of this…
-
Measure Spotlights|
Number of FTEs that perform the process group "reward and retain employees" per $1 billion revenue
This measure calculates the number of full-time equivalent employees (FTEs) per $1 billion revenue that perform the process group "reward and retain employees," which…