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|
Average cost per sales order for orders received through traditional channels
This measure calculates the average cost of sales orders received through traditional channels, which include face-to-face, phone calls, postal mail, and facsimiles. It is…
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Measure Spotlights|
Dock-to-stock cycle time in hours for supplier deliveries
This measure identifies the average dock-to-stock cycle time in hours for supplier delivery. Cycle time begins when the business entity receives delivery from the suppliers…
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Personnel cost to perform the process "operate outbound transportation" per $1,000 revenue
This measure calculates personnel cost per $1,000 revenue to prepare goods for delivery from a warehouse to a receiving location, which comprises activities like the…
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Measure Spotlights|
Personnel cost to perform the process "operate warehousing" per $1,000 revenue
This measure calculates personnel cost per $1,000 revenue for receiving, inspecting, and storing incoming materials; picking, packing, and shipping product for outbound…
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Number of FTEs that perform the process "operate warehousing" per $1 billion revenue
This measure calculates the number of full-time equivalent employees (FTEs) per $1 billion revenue who are employed to receive, inspect, and store incoming materials; pick,…
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Measure Spotlights|
Inventory value per $1,000 total revenue
This measure calculates the value of inventory/stock expressed in currency per $1,000 total revenue. It is part of a set of Process Efficiency measures that help companies…
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Total cost to perform the process "operate warehousing" per $1,000 revenue
This measure calculates total cost per $1,000 revenue for receiving, inspecting, and storing incoming materials; picking, packing, and shipping product for outbound delivery;…
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Sales order accurate documentation rate
This measure calculates the number of annual sales orders delivered with accurate documentation divided by the total number of annual sales orders. Accurate documentation…
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Average monthly sales forecast error within a product family
This measure calculates the average monthly sales forecast error within a product family. The error is calculated as follows: The absolute value of [(Forecast number of units…
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First contact resolution rate for inquiries on existing orders and service-after-sales requests
A first contact resolution rate measures the percentage of questions/concerns resolved in a customer's first attempt without a need for further assistance needed. This…
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Percentage of order inquiry contacts received through new (such as digital/electric) channels
This measure calculates the percentage of order inquiry contacts received through new (e.g., digital/electric) channels. It is part of a set of Process Efficiency measures…
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Full trailer-load or full container-load capacity utilization
This measure calculates the full trailer-load or full container-load capacity utilization, which is computed as the total space in cube or weight used across all shipments…
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Percentage of sales orders requiring no human intervention to create, modify, or fulfill
This measure calculates the percentage of sales orders that don't require any manual intervention to create, modify, or fulfill. It is part of a set of Process Efficiency…
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Percentage of sales orders shipped as part of full-load shipments
This measure calculates the percentage of all sales orders that were shipped as part of full-load shipments. It is part of a set of Process Efficiency measures that help…
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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…