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 returned goods that are sold as scrap
This measure calculates the percentage of returned goods that are sold as scrap. It is part of a set of Supplemental Information measures that help companies evaluate…
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Measure Spotlights|
Percentage of total returns flow generated due to disposal requirements
This measure calculates the percentage of total returns flow generated because of requirements to discard products or components, often to a landfill or equivalent waste…
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Measure Spotlights|
Percentage of total returns flow generated due to field service/corrective action
This measure calculates the percentage of total returns flow generated due to field service/corrective action. It is part of a set of Supplemental Information measures that…
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Measure Spotlights|
Percentage of total returns flow generated due to warranty/end-of-life returns
This measure calculates the percentage of total returns flow generated due to warranty/end-of-life returns. It is part of a set of Supplemental Information measures that help…
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Measure Spotlights|
Percentage of returned goods that are donated
This measure calculates the percentage of returned goods that are donated. It is part of a set of Supplemental Information measures that help companies evaluate additional…
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Measure Spotlights|
Percentage of returned goods that are sent to a landfill
This measure calculates the percentage of returned goods that are sent to a landfill. It is part of a set of Supplemental Information measures that help companies evaluate…
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Measure Spotlights|
Percentage of returned goods that are disposed of through other methods
This measure calculates the percentage of returned goods that are disposed of through methods other than donation, recycling, remanufacturing, repackaging, scrapping, or…
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Measure Spotlights|
Percentage of returned goods that are recycled (materials reclaimed, leased)
This measure calculates the percentage of returned goods that are recycled (materials reclaimed, leased). It is part of a set of Supplemental Information measures that help…
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Measure Spotlights|
Percentage of returned goods that are repackaged and resold through a secondary channel
This measure calculates the percentage of returned goods that are repackaged and resold through a sales channel outside of a company's primary sales channel (e.g., outlet…
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Measure Spotlights|
Percentage of total returns flow generated due to marketing returns
This measure calculates the percentage of total returns flow generated due to marketing returns. It is part of a set of Supplemental Information measures that help companies…
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Measure Spotlights|
Percentage of total returns flow generated due to reusable packaging
This measure calculate the percentage of total returns flow generated due to reusable packaging. It is part of a set of Supplemental Information measures that help companies…
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Measure Spotlights|
Average time in minutes to resolve highest priority problems (current year)
This measure calculates the number of minutes it takes for the IT service management team to resolve the highest priority problems for the current year. It tracks the time…
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Measure Spotlights|
Average time in minutes to respond to highest priority problem (current year)
This measure calculates the number of minutes it takes for the IT service management team to respond to the highest priority problem for the current year. It tracks the time…
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Measure Spotlights|
Percentage of unplanned outages due to the implementation of changes into the infrastructure resulting from a change request
This measure calculates the percentage of unplanned outages (i.e. outages that were not planned before implementation of a change) due to the implementation of requested…
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Measure Spotlights|
Percentage of unplanned outages due to the introduction of a new software release
This measure calculates the percentage of unplanned outages (i.e. outages that were not planned before implementation of a change) due to the introduction of a new software…