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 manual sales order interventions caused by invoicing issues
This measure calculates the percentage of total manual sales order interventions that arise due to invoicing issues (e.g., cancellations/rebills). It is part of a set of…
-
Measure Spotlights|
Percentage of manual sales order interventions caused by incorrect customer master data
This measure calculates the percentage of total manual sales order interventions that arise due to incorrect customer master data (e.g., wrong name or address). It is part of…
-
Measure Spotlights|
Percentage of manual sales order interventions caused by other causes
This measure calculates the percentage of total manual sales order interventions that arise due to issues other than contract, pricing, invoicing (e.g., cancellations/rebills…
-
Measure Spotlights|
Percentage of middle management/specialists that receive a formal performance review
This measure calculates the percentage of middle management/specialists (i.e. managers with budgetary and/or supervisory responsibility who report to senior management and/or…
-
Measure Spotlights|
Percentage of operational workers/office staff that receive a formal performance review
This measure calculates the percentage of operational workers/office staff (i.e. employees who do not have any management responsibility) that receive a qualitative or…
-
Measure Spotlights|
Percentage of senior management/executives that receive a formal performance review
This measure calculates the percentage of senior management/executives (i.e. the highest-ranking officers and managers below executives) that receive a qualitative or…
-
Measure Spotlights|
First contact resolution rate for contacts received through "other" channels
This measure calculates the percentage of questions/issues received that are answered, addressed, and resolved by the end of the customer's initial contact when it's received…
-
Measure Spotlights|
Response time in minutes for inbound requests coming from web chat or instant messaging including virtual agents
This measure calculates response time in minutes for inbound requests (i.e. queries initiated by the customer) coming from web chat or instant messaging (i.e. systems for…
-
Measure Spotlights|
Response time in minutes for inbound requests coming from call backs
This measure calculates response time in minutes for inbound requests (i.e. queries initiated by the customer) coming from call backs. It is part of a set of Cycle Time…
-
Measure Spotlights|
First contact resolution rate for dedicated mobile applications ("apps")
This measure calculates the percentage of questions/issues received that are answered, addressed, and resolved by the end of the customer's initial contact when it's received…
-
Measure Spotlights|
First contact resolution rate for postal mail
This measure calculates the percentage of questions/issues received that are answered, addressed, and resolved by the end of the customer's initial contact when it's received…
-
Measure Spotlights|
First contact resolution rate for web self-service contacts
This measure calculates the percentage of questions/issues received that are answered, addressed, and resolved by the end of the customer's initial contact when it's received…
-
Measure Spotlights|
Total cost to perform the process group "deliver service to customer" as a percentage of total supply chain function cost
This measure calculates the percentage of the total cost of the supply chain function allocated to the process group "deliver service to customer," which involves validating…
-
Measure Spotlights|
Total cost to perform the activity "manage health and safety" per $1,000 revenue
This measure calculates the total cost to perform the activity "manage health and safety" per $1,000 revenue. The total cost is the sum of outsourced, overhead, personnel,…
-
Measure Spotlights|
Number of FTEs that perform the activity "manage health and safety" per $1 billion revenue
This measure calculates the number of full-time-equivalents to perform the activity "manage health and safety" per $1 billion revenue. The total cost is the sum of outsourced…