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|
Personnel cost to perform the process "develop and train employees" per process FTE
This measure calculates the personnel cost to perform the process "develop and train employees" per process full-time equivalent employee (FTE). Personnel cost refers to…
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Measure Spotlights|
Percentage of learning days delivered using classroom instruction provided by your organization
This measure calculates the percentage of days dedicated to learning that used classroom instruction provided by the organization. As part of a set of Supplemental…
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Percentage of learning days delivered using external classroom instruction
This measure calculates the percentage of days dedicated to learning that used external classroom instruction. As part of a set of Supplemental Information measures, it helps…
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Measure Spotlights|
Percentage of learning days delivered using on-the-job training
This measure calculates the percentage of days dedicated to learning that used on-the-job training. As part of a set of Supplemental Information measures, it helps companies…
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Percentage of learning days delivered using other methods
This measure calculates the percentage of days dedicated to learning that used methods other than self-instructed, computer-based training installed from CD-ROM or delivered…
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Maximum value of credit that can be extended to new customers without approval
This measure calculates the maximum value of credit that can be extended to new customers without approval. A credit decision that requires anything other than a system…
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Maximum value of credit that can be extended to existing customers without approval
This measure calculates the maximum value of credit that can be extended to existing customers without approval. A credit decision that requires anything other than a system…
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Measure Spotlights|
Number of customer accounts per FTE that performs the process "process customer credit"
This measure calculates the number of customer accounts per full-time equivalent (FTE) employee that evaluates customers' credit-worthiness. It is part of a set of Staff…
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Total cost to perform the process "process customer credit" per active customer
This measure calculates the total cost per active customer to perform the "process customer credit" process, which evaluates customers' credit-worthiness, typically in…
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Measure Spotlights|
Total cost to perform the process "process customer credit" per customer account
This measure calculates the total cost per customer account to perform the "process customer credit" process, which evaluates customers' credit-worthiness, typically in…
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Measure Spotlights|
Percentage of FTEs that perform the process "manage and process collections" that perform the activity "establish policies/procedures for delinquent accounts"
This measure calculates the percentage of full-time equivalent employees (FTEs) that perform the process group "manage and process collections"—which consists of posting…
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Measure Spotlights|
Percentage of FTEs that perform the process "manage and process collections" that perform the activity "process adjustments/write off uncollectible balances"
This measure calculates the percentage of full-time equivalent employees (FTEs) that perform the process group "manage and process collections"—which consists of posting…
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Measure Spotlights|
Percentage of FTEs that perform the process "manage and process collections" that perform management activities
This measure calculates the percentage of full-time equivalent employees (FTEs) that perform the process group "manage and process collections"—which consists of posting…
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Measure Spotlights|
Percentage of FTEs that perform the process "manage and process collections" that perform the activity "analyze delinquent account balances"
This measure calculates the percentage of full-time equivalent employees (FTEs) that perform the process group "manage and process collections"—which consists of posting…
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Measure Spotlights|
Percentage of FTEs that perform the process "manage and process collections" that perform the activity "correspond/negotiate with delinquent accounts"
This measure calculates the percentage of full-time equivalent employees (FTEs) that perform the process group "manage and process collections"—which consists of posting…