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|
Percentage of manual sales order interventions caused by contract issues
This measure calculates the percentage of total manual sales order interventions that arise due to contract issues. It is part of a set of Supplemental Information measures…
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Measure Spotlights|
Percentage of manual sales order interventions caused by pricing issues
This measure calculates the percentage of total manual sales order interventions that arise due to pricing issues. It is part of a set of Supplemental Information measures…
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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…
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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…
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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…
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Measure Spotlights|
Number of FTEs that perform the process "develop and manage time and attendance" per $1 billion revenue
This measure calculates number of full time equivalents (FTEs) per $1 billion business entity revenue that perform the process "develop and manage time and attendance". The…
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Measure Spotlights|
Percentage of FTEs that perform the process group "manage employee information" that perform the process "develop and manage time and attendance"
This measure calculates percentage of full-time equivalent employees (FTEs) that perform the process group "manage employee information" that perform the process "develop and…
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Measure Spotlights|
Percentage of FTEs that perform the process group "manage employee information" that perform the process "manage employee communication"
This measure calculates percentage of full-time equivalent employees (FTEs) that perform the process group "manage employee information" that perform the process "manage…
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Measure Spotlights|
Response time in hours for non-routine "manage employee information" inquiries
This measure determines the number of hours spent responding to non-routine inquiries (i.e. those that require complex responses and subject-matter expert escalation) for the…
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Measure Spotlights|
Response time in hours for routine "manage employee information" inquiries
This measure determines the number of hours spent responding to routine inquiries (i.e. those received on a regular basis that require a standard response) for the process …
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Measure Spotlights|
Number of FTEs that perform the process "manage employee communication" per $1 billion revenue
This measure calculates number of full-time equivalent employees (FTEs) that perform the process "manage employee communication" per $1 billion revenue. The process "manage…
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Measure Spotlights|
Percentage of FTEs that perform the process group "manage employee information" that perform the process "manage employee inquiry process"
This measure calculates percentage of full-time equivalent employees (FTEs) that perform the process group "manage employee information" that perform the process "manage…
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Measure Spotlights|
Percentage of FTEs that perform the process group "manage employee information" that perform the process "manage and maintain employee data"
This measure calculates percentage of full-time equivalent employees (FTEs) that perform the process group "manage employee information" that perform the process "manage and…
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Measure Spotlights|
Percentage of FTEs that perform the process group "manage employee information" that perform the process "manage human resource information systems (HRIS)"
This measure calculates percentage of full-time equivalent employees (FTEs) that perform the process group "manage employee information" that perform the process "manage…
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Measure Spotlights|
Percentage of FTEs that perform the process group "manage employee information" that perform the process "develop and manage employee metrics"
This measure calculates percentage of full-time equivalent employees (FTEs) that perform the process group "manage employee information" that perform the process "develop and…