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|
Response time in minutes for inbound requests coming from SMS
This measure calculates response time in minutes for inbound requests (i.e. queries initiated by the customer) coming from short message service (SMS) via mobile phone. It is…
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Measure Spotlights|
Average cycle time in days from detection-to-correction of warranty issues
This measure calculates average cycle time in days to complete the detection to correction cycle time for warranty issues. The detection to correction cycle time begins when…
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Warranty accrual rate
This measure calculates the amount of revenue that is set aside to pay warranty claims in the 12-month period as a percentage of total business entity revenue for the period…
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Measure Spotlights|
Warranty claims rate
This measure calculates the total value of warranty claims paid in the 12-month period as a percentage of total business entity revenue for the period. A warranty claim is a…
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Measure Spotlights|
Warranty cost forecast accuracy
This measure calculates warranty cost forecast accuracy by taking 100% minus the forecast variance amount. Forecast variance amount is the absolute difference between…
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Average annual product return rate
This measure calculates the total number of products returned in the 12-month period as a percentage of the total number of products sold in the same period. This Process…
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Average annual recall rate per product family
This measure calculates, for all product lines, total number of product units recalled in the 12-month period as a percentage of the period's total number of units produced. …
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Measure Spotlights|
Supplier recovery rate
This measure calculates the actual amount recovered from suppliers in the 12-month reporting period divided by the amount of total warranty cost caused by suppliers in the…