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|
Response time in minutes for inbound requests coming from postal mail
This measure calculates response time in minutes for inbound requests (i.e. queries initiated by the customer) coming from postal mail. It is part of a set of Cycle Time…
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Measure Spotlights|
Average talk time in seconds, including agent hold time
This measure calculates the average talk time in seconds, including agent hold time. It is part of a set of Cycle Time measures that help companies analyze the duration of…
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Measure Spotlights|
Annual percentage change in number of retail customer complaints
This measure calculates annual percentage change in number of complaints. This Process Efficiency measure is intended to help companies minimize waste and refine resource…
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Measure Spotlights|
Percentage of internal IT employees outside of the IT function in other business units
This measure calculates the percentage of internal IT employees outside of the IT function in other business units. The Function "manage information technology (IT)" (20607)…
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Annual revenue impact through investment in advanced analytics
This measure calculates the impact on annual revenue through investment in advanced analytics. It is a percentage change, and a negative number indicates decrease in revenue…
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Percentage of new applications that is developed on cloud (cloud native applications)
This measure calculates percentage of new applications that is developed on cloud (cloud native applications). Cloud computing is technology that allows users to access and…
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Measure Spotlights|
Percentage of IT contractors in the IT function
This measure calculates the percentage of IT contractors in the IT function. The Function "manage information technology (IT)" (20607) includes [Managing process groups…
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Measure Spotlights|
Percentage of the IT organization's spending dedicated to advanced analytics
This measure calculates the percentage of the IT organization's spending dedicated to advanced analytics. The Function "manage information technology (IT)" (20607) includes …
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Facilities/overhead cost as a percentage of total IT cost, excluding depreciation/amortization
This measure calculates the cost for facilities/overhead including the facilities that support data centers as a percentage of the total IT cost. Total IT Cost or Budget …
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Measure Spotlights|
Percentage of total IT internal personnel cost, excluding depreciation/amortization, allocated to activities other than application development, application maintenance, or infrastructure
This measure calculates the percentage of total IT internal personnel cost (including benefits), excluding depreciation/amortization, allocated to activities other than…
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Measure Spotlights|
Percentage of internal IT employees in the IT function
This measure calculates the percentage of internal IT employees in the IT function. The Function "manage information technology (IT)" (20607) includes [Managing process…
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Total IT capital cost, excluding depreciation/amortization, per business entity FTE
This measure calculates the total IT capital cost, excluding any depreciation/amortization allocated to the fiscal year for capital assets acquired in the current period, per…
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Total IT operating cost, excluding depreciation/amortization, per business entity FTE
This measure calculates the total IT operating cost excluding depreciation/amortization, per business entity full-time equivalent employee. When calculating this measure…
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Customer retention rate for customers attempting service cancellation
This measure calculates the customer retention rate (i.e. the number of customers who were active three years ago and are still active, divided by the number of customers who…
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Measure Spotlights|
Annual revenue impact through investment in edge computing
This measure calculates the impact on annual revenue through investment in edge computing. It is a percentage change, and a negative number indicates decrease in revenue…