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|
Average agent salary
This measure calculates the average annual salary, excluding benefits, paid to agents/customer service representatives who directly handle contacts in the business entity. It…
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Measure Spotlights|
Percentage of FTEs who perform the process group "develop and manage human resources (HR) planning, policies, and strategies" who perform the process "develop human resources strategy"
This measure calculates the percentage of "develop and manage human resources (HR) planning, policies, and strategies" full-time equivalent employees (FTEs) who perform the…
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Measure Spotlights|
Personnel cost (for store, inventory transportation, and inventory warehousing retail employees) to net sales revenue ratio
This measure calculates the ratio of personnel cost (for store, inventory transportation, and inventory warehousing retail employees) to net sales revenue. Personnel cost…