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 social media
This measure calculates response time in minutes for inbound requests (i.e. queries initiated by the customer) coming from social media (e.g., Facebook, Twitter, etc.). It is…
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Inbound contacts received via social media as a percentage of total inbound contacts
This measure calculates the percentage of total inbound contacts (i.e. queries that are initiated by the customer related to sales, information, technical support, customer…
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Measure Spotlights|
Inbound contacts received via dedicated mobile app as a percentage of total inbound contacts
This measure calculates the percentage of total inbound contacts (i.e. queries that are initiated by the customer related to sales, information, technical support, customer…
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Inbound contacts received via SMS as a percentage of total inbound contacts
This measure calculates the percentage of total inbound contacts (i.e. queries that are initiated by the customer related to sales, information, technical support, customer…
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Inbound contacts for the process "manage customer service" as a percentage of total inbound contacts
This measure calculates the percentage of total inbound contacts (i.e. queries that are initiated by the customer related to sales, information, technical support, customer…
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Percentage of training programs developed through other channels
This measure calculates the percentage of training programs developed through channels other than internal, external, or partnerships with external specialists. As part of a…
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Percentage of training programs developed through partnerships with external specialists
This measure calculates the percentage of training programs developed through partnerships with external specialists. As part of a set of Supplemental Information measures,…
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Percentage of customers opting out of receiving marketing messages from the organization
This measure calculates the percentage of customers opting out of receiving marketing messages from the organization. It is part of a set of Supplemental Information measures…
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Personnel cost to perform the process "develop and train employees" per $1,000 revenue
This measure calculates personnel cost per $1,000 business entity revenue to perform the process group "develop and train employees". Personnel cost refers to employee…
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Personnel cost to perform the process "develop and train employees" per business entity employee
This measure calculates personnel cost per business entity employee to perform the process group "develop and train employees". Personnel cost refers to employee personnel…
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Number of business entity employees per FTE that performs the process "develop and train employees"
This measure calculates the number of business entity employees per total number of full time equivalents (FTEs) that perform the process "develop and train employees". The…
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Number of FTEs that perform the process "develop and train employees" per $1 billion revenue
This measure calculates number of full time equivalents (FTEs) that perform the process "develop and train employees" per $1 billion revenue of business entity. The Process …
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Outsourced cost to perform the process "develop and train employees" as a percentage of total process cost
This measure calculates the outsourced cost to perform the process "develop and train employees" as a percentage of total process cost. Outsourced cost refers to the total…
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Percentage of learning days delivered using computer based training
This measure calculates percentage of per employee learning days which are delivered using computer based training. Learning days are simply the average number of days in a…
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Percentage of learning days delivered using correspondence courses and virtual, instructor-led classroom-based training delivered online
This measure calculates percentage of per employee learning days which are delivered using correspondence courses and/or virtual, instructor-led classroom-based training…