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|
Total cost to perform the process "manage employee performance" as a percentage of total cost to perform the process group "manage employee on-boarding, development, and training"
This measure calculates percentage of total cost to perform the process group "manage employee on-boarding, development, and training" allocated to the process "manage…
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Measure Spotlights|
Total cost to perform the process "manage employee performance" per $1,000 revenue
This measure calculates total cost per $1,000 business entity revenue to perform the process "manage employee performance". Total cost is the sum of personnel (compensation…
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Measure Spotlights|
Total cost to perform the process "manage employee performance" per business entity employee
This measure calculates total annual cost per business entity employee to perform the process "manage employee performance". Total cost is the sum of personnel (compensation…
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Measure Spotlights|
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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Percentage of active customers who are repeat customers
This measure calculates the percentage of active customers who are repeat customers. A customer is considered active if they have purchased a business entity's product at…
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Personnel cost to perform the process "manage employee relations" per business entity employee
This measure calculates personnel cost per business entity employee to perform the process "manage employee relations," which comprises the policies and practices concerned…
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Measure Spotlights|
Total cost to perform the process "manage employee relations" per business entity employee
This measure calculates the total cost per business entity employee to perform the process "manage employee relations," which comprises the policies and practices concerned…
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Number of business entity employees per FTE that performs the process "manage employee relations"
This measure calculates the number of business entity employees per full-time equivalent (FTE) employee that performs the process "manage employee relations," which comprises…
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Measure Spotlights|
Number of FTEs that perform the process "manage employee relations" per $1 billion revenue
This measure calculates the number of full-time equivalent employees (FTEs) per $1 billion revenue that perform the process "manage employee relations," which comprises the…
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Personnel cost to perform the process "manage employee relations" as a percentage of total process cost
This measure calculates the percentage of the total cost to perform the process "manage employee relations" that comes from personnel cost. Core components of this process…
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Systems cost to perform the process "manage employee relations" as a percentage of total process cost
This measure calculates the percentage of the total cost to perform the process "manage employee relations" that comes from systems cost. Core components of this process…