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|
Cycle time in days to complete the annual budget
This measure calculates the number of calendar days (including weekends) it takes to complete the annual budget. It is part of a set of Cycle Time measures that help…
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Percentage error for the total sales forecast
This measure calculates total sales forecasting percentage error. It is calculated as the absolute value of ((Projected – actual sales) / actual sales) * 100.
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Total cost to perform the process "perform planning/budgeting/forecasting" as a percentage of revenue
This measure calculates the total cost to perform the process "perform planning/budgeting/forecasting"—which involves developing periodic plans, budgets, and forecasts to…
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Overall forecast accuracy
Forecast accuracy compares forecasted sales for a specific period. Forecast accuracy is computed as 1 - the absolute value of (actual sales - forecast sales), divided by the…
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Total cost to perform the process "perform planning/budgeting/forecasting" per $1,000 revenue
This measure calculates the total cost per $1,000 revenue to perform the process "perform planning/budgeting/forecasting," which involves developing periodic plans, budgets,…
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Response time in minutes for inbound requests coming from postal mail
This measure calculates response time in minutes for inbound requests (i.e. queries initiated by the customer) coming from postal mail. It is part of a set of Cycle Time…
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Average talk time in seconds, including agent hold time
This measure calculates the average talk time in seconds, including agent hold time. It is part of a set of Cycle Time measures that help companies analyze the duration of…
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Annual percentage change in number of retail customer complaints
This measure calculates annual percentage change in number of complaints. This Process Efficiency measure is intended to help companies minimize waste and refine resource…
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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…
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Cycle time in days to update/revise the rolling forecast
This measure calculates the number of calendar days (including weekends) it takes to update/revise the rolling forecast. A rolling forecast requires regular updates to…
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Number of budget versions produced before final approval
This measure calculates the approximate number of budget versions that are produced during the budget cycle before approval of the final budget. It is part of a set of…
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Number of FTEs that perform the process "perform planning/budgeting/forecasting" per $1 billion revenue
This measure calculates the number of full-time equivalent employees (FTEs) per $1 billion revenue that develop periodic plans, budgets, and forecasts to enable achievement…
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Measure Spotlights|
Total cost to perform the process "perform planning/budgeting/forecasting" per process FTE
This measure calculates the total cost per process full-time equivalent (FTE) employee to perform the process "perform planning/budgeting/forecasting," which involves…
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Personnel cost to perform the process "perform planning/budgeting/forecasting" per process FTE
This measure calculates personnel cost per process full-time equivalent (FTE) employee to perform the process "perform planning/budgeting/forecasting," which involves…
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Measure Spotlights|
Personnel cost to perform the process "perform planning/budgeting/forecasting" per $1,000 revenue
This measure calculates personnel cost per $1,000 revenue to perform the process "perform planning/budgeting/forecasting," which involves developing periodic plans, budgets,…