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 returns; manage reverse logistics" per sales order line item placed
This measure calculates the total cost per sales order line item to perform the physical handling, information processing, and disposition of the product and packaging…
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Measure Spotlights|
Personnel cost to perform the process "manage returns; manage reverse logistics" per process FTE
This measure calculates the personnel cost per process full-time equivalent employee (FTE) to perform the process "manage returns; manage reverse logistics," which includes…
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Number of FTEs that perform the process "manage returns; manage reverse logistics" as a percentage of process group "manage logistics and warehousing" FTEs
This measure calculates number of full time equivalents (FTEs) that perform the process "manage returns; manage reverse logistics" as a percentage of process group "manage…
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Measure Spotlights|
Total cost to perform the process "manage returns; manage reverse logistics" per sales order fulfilled
This measure calculates the total cost to perform the process "manage returns; manage reverse logistics" per sales order fulfilled. The total cost is the sum of outsourced,…
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Retail customer lifetime value
This measure calculates customer lifetime value (CLV) for the retail operation. CLV is defined by the following equation: Margin * (Customer Retention Rate / ((1 + Discount…
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Annual percentage change in retail customer purchase frequency
This measure calculates annual percentage change in retail customer purchase frequency. Customer purchase frequency is defined as the number of times a customer has made a…
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Number of unique visits to the retail website per $1 billion revenue
This measure calculates number of unique visits to the retail website per $1 billion revenue. This Process Efficiency measure is intended to help companies minimize waste and…
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Average time in minutes a user spends on the retail website
This measure calculates average time in minutes a user spends on the retail website. This Cycle Time measure is intended to help companies analyze this duration related to…
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Retail website bounce rate
This measure calculates average percentage of visitors to the business entity website who navigate away from the site after viewing only one page. This Process Efficiency…
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Retail shopping cart abandonment rate
This measure calculates shopping cart abandonment for the business entity website. Shopping cart abandonment rate is calculated as follows: 100% - [Completed transactions as…
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Click through rate for the retail website
This measure calculates the percentage of online users who click a specific link after viewing it on the website. It is calculated as the total number of clicks of a specific…
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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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Markdowns as a percentage of retail sales
This measure calculates markdowns as a percentage of retail sales. Markdown is the difference between the original retail price and the actual selling price. This…
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Customer sales promotions as a percentage of sales revenue
This measure calculates average spend on customer sales promotions as percentage of retail sales. This Supplemental Information measure is intended to help companies evaluate…
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Return on investment for retail marketing/sales campaigns
This measure calculates return on investment for retail marketing/sales campaigns. This Process Efficiency measure is intended to help companies minimize waste and refine…