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|
Personnel cost to perform the process "manage and process adjustments/deductions" per process FTE
This measure calculates personnel cost per process full-time equivalent (FTE) employee to perform the process "manage and process adjustments/deductions," which consists of…
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Total cost to perform the process "manage and process adjustments/deductions" per $1,000 revenue
This measure calculates the total cost per $1,000 revenue to perform the process "manage and process adjustments/deductions," which consists of creating and providing funds…
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Total cost to perform the process "process accounts receivable (AR)" per customer receipt
This measure calculates the total cost per customer receipt to perform the "process accounts receivable (AR)" process, which processes payments due from customers, including…
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Total cost to perform the process "process customer credit" as a percentage of revenue
This measure calculates the total cost as a percentage of revenue to perform the "process customer credit" process, which evaluates customers' credit-worthiness, typically in…
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Measure Spotlights|
Total cost to perform the process "process customer credit" per process FTE
This measure calculates the total cost per process full-time equivalent (FTE) employee to perform the "process customer credit" process, which evaluates customers' credit…
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Measure Spotlights|
Total cost to perform the process "process customer credit" per $1 billion revenue
This measure calculates the total cost per $1 billion revenue to perform the "process customer credit" process, which evaluates customers' credit-worthiness, typically in…
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Measure Spotlights|
Total cost to perform the process "process customer credit" per $1,000 revenue
This measure calculates the total cost per $1,000 revenue to perform the "process customer credit" process, which evaluates customers' credit-worthiness, typically in…
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Total cost to perform the process group "perform revenue accounting" per process group FTE
This measure calculates the total cost per process group full-time equivalent (FTE) employee to perform the process group "perform revenue accounting," which involves…
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Measure Spotlights|
Personnel cost to perform the process group "perform revenue accounting" per $1,000 revenue
This measure calculates personnel cost per $1,000 revenue to perform the process group "perform revenue accounting," which involves comparing revenue targets to reality and…
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Measure Spotlights|
Percentage of invoices processed error free the first time
This measure calculates the percentage of invoices processed error free the first time. An invoice is a bill prepared by a seller of goods or services and submitted to the…
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Measure Spotlights|
Total cost to perform the processes "process accounts receivable (AR)" and "manage and process collections" per $1,000 revenue
This measure calculates total annual cost to perform the processes "process accounts receivable (AR)" and "manage and process collections" per $1,000 business entity revenue…
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Percentage of sales orders received through new (such as digital/electronic) channels
This measure calculates the percentage of sales orders that are received through new channels. New channels include digital or electronic channels, such as internet,…
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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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E-commerce sales as a percentage of retail sales
This measure calculates e-commerce sales as a percentage of retail sales. Electronic Commerce or E-Commerce involves the buying and selling of products and services by…
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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…