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|
Employee retention rate
This measure calculates employee retention rate. This is defined as the number of employees at the end of the year that were present at the beginning of the year, divided by…
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Measure Spotlights|
Average cycle time in days from detection-to-correction of warranty issues
This measure calculates average cycle time in days to complete the detection to correction cycle time for warranty issues. The detection to correction cycle time begins when…
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Warranty accrual rate
This measure calculates the amount of revenue that is set aside to pay warranty claims in the 12-month period as a percentage of total business entity revenue for the period…
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Warranty claims rate
This measure calculates the total value of warranty claims paid in the 12-month period as a percentage of total business entity revenue for the period. A warranty claim is a…
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Warranty cost forecast accuracy
This measure calculates warranty cost forecast accuracy by taking 100% minus the forecast variance amount. Forecast variance amount is the absolute difference between…
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Average annual product return rate
This measure calculates the total number of products returned in the 12-month period as a percentage of the total number of products sold in the same period. This Process…
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Average annual recall rate per product family
This measure calculates, for all product lines, total number of product units recalled in the 12-month period as a percentage of the period's total number of units produced. …
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Supplier recovery rate
This measure calculates the actual amount recovered from suppliers in the 12-month reporting period divided by the amount of total warranty cost caused by suppliers in the…
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Percentage of "manage employee information" inquiries received via e-mail
This measure calculates the percentage of inquiries received via e-mail for the process "manage employee information," which consists of management reporting, employee…
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Percentage of "manage employee information" inquiries received via face-to-face
This measure calculates the percentage of inquiries received via face-to-face interaction for the process "manage employee information," which consists of management…
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Measure Spotlights|
Percentage of "manage employee information" inquiries received via phone
This measure calculates the percentage of inquiries received via phone for the process "manage employee information," which consists of management reporting, employee…