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|
Percentage of total IT internal personnel cost, excluding depreciation/amortization, allocated to infrastructure
This measure calculates the percentage of total IT internal personnel cost (including benefits), excluding depreciation/amortization, allocated to infrastructure. Personnel…
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Measure Spotlights|
Network costs as a percentage of total IT cost, excluding depreciation/amortization
This measure calculates the network costs (LAN and WAN for data and voice including associated hardware, software, and transmission; internet and intranet connectivity, and…
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Measure Spotlights|
Contractor cost as a percentage of total IT cost, excluding depreciation/amortization
This measure calculates the cost of contractor as a percentage of the total IT cost. Total IT Cost or Budget (excluding depreciation/amortization; i.e., based on cash flow)…
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Measure Spotlights|
Data security cost as a percentage of total IT security and compliance cost, excluding depreciation/amortization
This measure calculates the cost of data security as a percentage of total IT security and compliance cost. IT security and compliance cost covers expenses for security…
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Measure Spotlights|
Security strategy and architecture, governance, risk and compliance control cost as a percentage of total IT security and compliance cost, excluding depreciation/amortization
This measure calculates the cost of security strategy and architecture, governance, risk and compliance control as a percentage of the total IT security and compliance cost…
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Measure Spotlights|
IT service management cost as a percentage of total IT cost, excluding depreciation/amortization
This measure calculates the IT service management cost (help desk: incident management and IT service requests, service delivery control and operations management, service…
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Measure Spotlights|
Typical number of weeks from concept to launch for a small bug fix or minor enhancement
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|
Length in years of information architecture planning horizon
This measure calculates the number of years of information architecture planning horizon. Information architecture includes defining information elements, composite structure…
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Measure Spotlights|
Percentage of IT purchases where the key decisions are made outside of the IT organization
This measure calculates the percentage of IT purchases where the key decisions are made outside of the IT organization. It is part of a set of Supplemental Information…
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Measure Spotlights|
Systems cost to perform the process "manage and process collections" per $100,000 revenue
This measure calculates systems cost per $100,000 revenue to perform the process "manage and process collections," which consists of posting entries to respective accounts,…
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Measure Spotlights|
Systems cost to perform the process "process customer credit" per $100,000 revenue
This measure calculates systems cost per $100,000 revenue to perform the "process customer credit" process, which evaluates customers' credit-worthiness, typically in…
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Measure Spotlights|
Personnel cost to perform the process "process customer credit" as a percentage of total process cost
This measure calculates personnel cost to perform the process "process customer credit" as a percentage of total process cost. Personnel cost refers to employee personnel…
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Measure Spotlights|
Systems cost to perform the process "manage and process collections" as a percentage of total process cost
This measure calculates systems cost to perform the process "manage and process collections" as a percentage of total process cost Systems cost refers to a variety of…
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Measure Spotlights|
Systems cost to perform the process "process customer credit" as a percentage of total process cost
This measure calculates systems cost to perform the process "process customer credit" as a percentage of total process cost. Systems cost refers to a variety of expenses…
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Measure Spotlights|
Total cost to perform the process "manage and process collections" per customer receipt
This measure calculates the total cost per customer receipt to perform the process "manage and process collections," which consists of posting entries to respective accounts,…