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 total annual sales revenue attributable to sales completed through human-assisted channels other than face-to-face contact
A major part of the process "manage sales orders" involves companies monitoring sales performance across different platforms. This measure calculates the percentage of total…
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Measure Spotlights|
Percentage of total annual sales revenue attributable to sales completed through digital channels other than social media, website, or mobile applications
A major part of the process "manage sales orders" involves companies monitoring sales performance across different platforms. This measure calculates the percentage of total…
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Measure Spotlights|
Percentage of customer accounts set up for automatic cash application
This measure helps companies calculate the percentage of customer accounts that are set up for automatic cash application, a process in which cash receipts from customers are…
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Measure Spotlights|
Number of FTEs that perform the process "develop and manage time and attendance" per $1 billion revenue
This measure calculates number of full time equivalents (FTEs) per $1 billion business entity revenue that perform the process "develop and manage time and attendance". The…
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Measure Spotlights|
Percentage of FTEs that perform the process group "manage employee information" that perform the process "develop and manage time and attendance"
This measure calculates percentage of full-time equivalent employees (FTEs) that perform the process group "manage employee information" that perform the process "develop and…
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Measure Spotlights|
Percentage of FTEs that perform the process group "manage employee information" that perform the process "manage employee communication"
This measure calculates percentage of full-time equivalent employees (FTEs) that perform the process group "manage employee information" that perform the process "manage…
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Measure Spotlights|
Response time in hours for non-routine "manage employee information" inquiries
This measure determines the number of hours spent responding to non-routine inquiries (i.e. those that require complex responses and subject-matter expert escalation) for the…
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Measure Spotlights|
Response time in hours for routine "manage employee information" inquiries
This measure determines the number of hours spent responding to routine inquiries (i.e. those received on a regular basis that require a standard response) for the process …
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Measure Spotlights|
Number of FTEs that perform the process "manage employee communication" per $1 billion revenue
This measure calculates number of full-time equivalent employees (FTEs) that perform the process "manage employee communication" per $1 billion revenue. The process "manage…
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Measure Spotlights|
Percentage of FTEs that perform the process group "manage employee information" that perform the process "manage employee inquiry process"
This measure calculates percentage of full-time equivalent employees (FTEs) that perform the process group "manage employee information" that perform the process "manage…
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Measure Spotlights|
Percentage of FTEs that perform the process group "manage employee information" that perform the process "manage and maintain employee data"
This measure calculates percentage of full-time equivalent employees (FTEs) that perform the process group "manage employee information" that perform the process "manage and…
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Measure Spotlights|
Percentage of FTEs that perform the process group "manage employee information" that perform the process "manage human resource information systems (HRIS)"
This measure calculates percentage of full-time equivalent employees (FTEs) that perform the process group "manage employee information" that perform the process "manage…
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Measure Spotlights|
Percentage of FTEs that perform the process group "manage employee information" that perform the process "develop and manage employee metrics"
This measure calculates percentage of full-time equivalent employees (FTEs) that perform the process group "manage employee information" that perform the process "develop and…
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Measure Spotlights|
Number of FTEs that perform the process "manage employee inquiry process" per $1 billion revenue
This measure calculates number of full-time equivalent employees (FTEs) that perform the process "manage employee inquiry process" per $1 billion revenue. The process "manage…
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Measure Spotlights|
Number of FTEs that perform the process "manage and maintain employee data" per $1 billion revenue
This measure calculates number of full time equivalents (FTEs) per $1 billion business entity revenue that perform the process "manage and maintain employee data". The…