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|
Marketing budget per marketing FTE
This measure calculates the marketing budget per marketing full-time equivalent (FTE) employee. The budget for marketing is the amount an organization predicts it will expend…
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Budget for marketing as a percentage of revenue
This measure calculates the budget for marketing as a percentage of revenue for the reporting period. The budget for marketing is the amount an organization predicts it will…
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Customer wallet share
This measure calculates the average percentage of current customer's total spending in the benchmarked product/service categories. It is part of a set of Process Efficiency…
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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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Key customer retention rate (1-year)
This measure calculates the percentage of key customers (i.e. the top 20 percent of customers in terms of currency volume of sales) retained from the previous year. It is…
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Percentage of revenue attributed to customers who made first purchase of the brand
This measure calculates the percentage of revenue in the last year that is attributed to customers who made their first purchase of the brand in the same year. It is part of…
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Number of FTEs that perform the process group "manage logistics and warehousing" as a percentage of total business entity FTEs
This measure calculates the percentage of business entity full-time equivalent employees (FTEs) who are employed to perform the process group "manage logistics and…
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Number of FTEs that perform the process group "manage logistics and warehousing" per $1 billion revenue
This measure calculates the number of full-time equivalent employees (FTEs) per $1 billion revenue who plan, implement, and control the forward and reverse flow and storage…
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Total cost to perform the process group "manage logistics and warehousing" as a percentage of the cost of continuing operations
This measure calculates the total cost to perform the process group "manage logistics and warehousing"—which plans, implements, and controls the forward/reverse flow and…
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Measure Spotlights|
Total cost to perform the process group "manage logistics and warehousing" per process group FTE
This measure calculates the total cost to perform the process group "manage logistics and warehousing"—which plans, implements, and controls the forward and reverse flow and…
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Measure Spotlights|
Percentage of putaway work that is aided by intelligent automation
This measure calculates percentage of putaway work that is aided by intelligent automation (Examples include autonomous storage/retrieval systems, robots, "cobots," wearables…
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Percentage of retrieval work that is aided by intelligent automation
This measure calculates percentage of work significantly aided by intelligent automation (e.g., autonomous storage/retrieval systems, robots, "cobots," wearables, voice…
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Percentage of moving/sorting work that is aided by intelligent automation
This measure calculates percentage of work significantly aided by intelligent automation (e.g., autonomous storage/retrieval systems, robots, "cobots," wearables, voice…
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Percentage of picking work that is aided by intelligent automation
This measure calculates percentage of work significantly aided by intelligent automation (e.g., autonomous storage/retrieval systems, robots, "cobots," wearables, voice…