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|
Percentage of returned goods that are disposed of through other methods
This measure calculates the percentage of returned goods that are disposed of through methods other than donation, recycling, remanufacturing, repackaging, scrapping, or…
-
Measure Spotlights|
Percentage of returned goods that are recycled (materials reclaimed, leased)
This measure calculates the percentage of returned goods that are recycled (materials reclaimed, leased). It is part of a set of Supplemental Information measures that help…
-
Measure Spotlights|
Percentage of returned goods that are repackaged and resold through a secondary channel
This measure calculates the percentage of returned goods that are repackaged and resold through a sales channel outside of a company's primary sales channel (e.g., outlet…
-
Measure Spotlights|
Percentage of total returns flow generated due to marketing returns
This measure calculates the percentage of total returns flow generated due to marketing returns. It is part of a set of Supplemental Information measures that help companies…
-
Measure Spotlights|
Percentage of total returns flow generated due to reusable packaging
This measure calculate the percentage of total returns flow generated due to reusable packaging. It is part of a set of Supplemental Information measures that help companies…
-
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…
-
Measure Spotlights|
Percentage of total returns flow generated due to other events
This measure calculates the percentage of total returns flow generated due to events other than disposal requirements, field service/corrective action, marketing returns,…
-
Measure Spotlights|
Percentage of total returns flow generated due to reclamation of leased products
This measure calculates the percentage of total returns flow generated due to reclamation of leased products. It is part of a set of Supplemental Information measures that…
-
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…
-
Measure Spotlights|
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…
-
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…
-
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…
-
Measure Spotlights|
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…
-
Measure Spotlights|
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. …
-
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…