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|
Overhead cost to perform the process "manage sales orders" per $1,000 revenue
This measure calculates the amount of overhead cost per $1,000 revenue for the process "manage sales orders." Overhead costs refer to those that an organization cannot…
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Measure Spotlights|
Overhead cost to perform the process "manage sales orders" as a percentage of total process cost
This measure calculates the percentage of the total cost to perform the process "manage sales order" that comes from overhead cost (primary allocated costs such as occupancy,…
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Measure Spotlights|
Total revenue per sales order placed
This measure calculates the total revenue earned per sales order placed. A sales order is any request to deliver goods or services to a customer. A sales order may be in any…
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Measure Spotlights|
Percentage of revenue attributed to direct sources for the current period
This measure calculates the percentage of revenue associated with direct sources (i.e. primary business channels) for the current reporting period. As part of a set of…
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Measure Spotlights|
Percentage of revenue attributed to e-commerce for the current period
This measure calculates the percentage of revenue associated with e-commerce (i.e. over the internet) for the current reporting period. As part of a set of Supplemental…
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Measure Spotlights|
Percentage of revenue attributed to indirect sources for the current period
This measure calculates the percentage of revenue associated with indirect sources (i.e. areas other than primary business channels) for the current reporting period. As part…
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Measure Spotlights|
Percentage of total annual revenue that is generated from up-sell/cross-selling services associated with product purchases
This measure calculates the percent of total annual revenue that comes from up-selling or cross-selling services. Up-selling is a sales technique that involves offering…
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Measure Spotlights|
IT strategy and governance cost as a percentage of total IT cost, excluding depreciation/amortization
This measure calculates the IT strategy and governance cost (portfolio strategy and value management, technology strategy, governance strategy, enterprise architecture; IT…
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Measure Spotlights|
Time in weeks to close an identified IT skill or capability gap
This measure calculates the average time in weeks to close a previously identified IT skill or capability gap. It is part of a set of Cycle Time measures that help companies…
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Measure Spotlights|
Percentage of sales force that made their quotas/targets in the last 12-month reporting period
This measure calculates the percentage of the sales force that hit their designated quotas/targets in the last 12-month reporting period. It is part of a set of Staff…
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Measure Spotlights|
Cross-sell/up-sell close rate
This measure calculates percentage of inbound contacts that completed an additional cross-sell or up-sell. Inbound contact refers to any query (related to sales, information,…
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Measure Spotlights|
Number of FTEs who perform order entry/order processing as a percentage of total FTEs for the process "manage sales orders"
This measure calculates the percentage of total full-time equivalent employees for "manage sales orders" that perform order entry/processing. Order entry/processing…
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Measure Spotlights|
Number of FTEs who perform order inquiry as a percentage of total FTEs for the process "manage sales orders"
This measure calculates the percentage of total full-time equivalent employees for "manage sales orders" that perform order inquiry. Order inquiry involves fielding potential…
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Measure Spotlights|
Percentage of sales orders transacted via a portal
This measure calculates the percentage of sales orders that are carried out via a portal (virtual gateway from one website to another). It is part of a set of Process…
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Measure Spotlights|
Percentage of customer accounts that are active customers
This measure calculates the percentage of customer accounts that are active customers out of the total number of customers in a business entity's customer master file. An…