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|
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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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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Percentage of employees with access to Employee Self-Service (ESS) system
This measure calculates the percentage of employees who have access to an Employee Self-Service (ESS) system, which allows non-payroll, non-benefits and non-HR employees to…
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Measure Spotlights|
Percentage of managers with access to Manager Self-Service (MSS) system
This measure calculates the percentage of employees who have access to a Manager Self-Service (MSS) system, which allows non-payroll, non-benefits and non-HR managers to…
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Number of business entity employees per FTE that performs the process group "manage employee information"
This measure calculates the number of business entity employees per full-time equivalent (FTE) employee that performs the process group "manage employee information," which…
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Number of business entity employees per FTE that performs payroll administration activities
This measure calculates the number of business entity employees per full-time equivalent (FTE) employee that maintains and administers employee earnings and deduction…
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Personnel cost to perform the process group "process payroll" per $1,000 revenue
This measure calculates personnel cost per $1,000 revenue to perform the process group "process payroll," which consists of the payment of salaries and wages in accordance…
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Number of FTEs that perform the process "process payroll taxes" per $1 billion revenue
This measure calculates the number of full-time equivalent employees (FTEs) per $1 billion revenue that ensure regulatory and statutory compliance for payroll tax obligations…
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Total cost to perform the process "process payroll taxes" per $1,000 revenue
This measure calculates the total cost per $1,000 revenue to perform the "process payroll taxes" process, which ensures regulatory and statutory compliance for payroll tax…
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Cycle time in business days to process the payroll
This measure calculates the number of business days that elapse between the HR/benefits system cut-off and the payroll transmit date. It is a Cycle Time measure that helps…
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Number of FTEs that perform the process "manage pay" per $1 billion revenue
This measure calculates the number of full-time equivalent employees (FTEs) per $1 billion revenue that calculate employee payroll for each pay period, including bonus runs…
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Number of payroll disbursements processed per FTE that performs the process "manage pay"
This measure calculates the number of payroll disbursements per full-time equivalent (FTE) employee that calculates employee payroll for each pay period, including bonus runs…
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Total cost to perform the process "manage pay" per $1,000 revenue
This measure calculates the total cost per $1,000 revenue to perform the "manage pay" process, which involves calculating employee payroll for each pay period, including…
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Total cost to perform the process "manage pay" per payroll disbursement
This measure calculates the total cost per payroll disbursement to perform the "manage pay" process, which involves calculating employee payroll for each pay period,…