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|
Attrition rate for IT function personnel
This measure calculates attrition rate for IT function personnel. Attrition rate refers to the rate at which employees or customers leave a company (voluntarily or…
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Measure Spotlights|
Percentage of total IT internal personnel cost, excluding depreciation/amortization, allocated to application development
This measure calculates the percentage of total IT internal personnel cost (including benefits), excluding depreciation/amortization, allocated to application development…
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Measure Spotlights|
Outsourcing cost as a percentage of total IT cost, excluding depreciation/amortization
This measure calculates cost for outsourcing (other than public cloud) including network transmission and consulting services (where a third party assumes full responsibility…
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Measure Spotlights|
Third-party Software as a Service (SaaS) cost as a percentage of total IT cost, excluding depreciation/amortization
This measure calculates the cost of third-party Software-as-a-Service as a percentage of the total IT cost. Software as a Service (SaaS) is model for distributing software in…
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Measure Spotlights|
Typical number of weeks from concept to launch for a major release to existing application
This measure calculates the typical cycle time in weeks from concept to launch (in the marketplace, for commercial applications; or with internal end users, for internal-use…
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Measure Spotlights|
Typical number of weeks from concept to launch for a new application
This measure calculates the typical cycle time in weeks from concept to launch (in the marketplace, for commercial applications; or with internal end users, for internal-use…
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Measure Spotlights|
Typical number of weeks from concept to launch for a new software platform
This measure calculates the typical cycle time in weeks from concept to launch (in the marketplace, for commercial applications; or with internal end users, for internal-use…
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Measure Spotlights|
Net Promoter Score (NPS) for IT services
This measure calculates Net Promoter Score (NPS) for IT services. Net Promoter Score (NPS) is calculated based on customer surveys' answers to this question: "How likely is…
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Measure Spotlights|
Other public cloud services (incl. Platform as a Service (PaaS)) cost as a percentage of total IT cost, excluding depreciation/amortization
This measure calculates cost of other public cloud services (other than SaaS or IaaS) including Platform-as-a-Service (PaaS) as a percentage of the total IT cost. Software as…
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Measure Spotlights|
Percentage of the IT organization's spending dedicated to Internet of Things
This measure calculates the percentage of the IT organization's spending dedicated to Internet of Things (IoT). The Internet of Things (IoT) is made up of physical objects (…
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Measure Spotlights|
IT security and compliance cost as a percentage of total IT cost, excluding depreciation/amortization
This measure calculates the IT security and compliance cost as a percentage of the total IT cost. IT security and compliance cost covers expenses for security strategy and…
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Percentage of IT workforce requiring retraining or reskilling to accommodate changing business or technology demands
This measure calculates the percentage of IT workforce requiring retraining or reskilling this year in order to accommodate changing business or technology demands. The…
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Measure Spotlights|
IT strategy and governance cost as a percentage of total IT cost, excluding depreciation/amortization
This measure calculates the IT strategy and governance cost (portfolio strategy and value management, technology strategy, governance strategy, enterprise architecture; IT…
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Measure Spotlights|
Other cost as a percentage of total IT cost, excluding depreciation/amortization
This measure calculates cost other than personnel, contractors, hardware, software, public cloud, outsourcing, or facilities/overhead as a percentage of the total IT cost…
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Measure Spotlights|
Application maintenance cost as a percentage of total IT cost, excluding depreciation/amortization
This measure calculates the cost of application maintenance (all bug fixes and anything that doesn't result in new functionality for the end user) as a percentage of the…