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 customer credit decisions made without any manual intervention
This measure calculates percentage of customer credit decisions made without any manual intervention (i.e., automatic credit scoring). This Process Efficiency measure is…
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Measure Spotlights|
Personnel (staff) costs directly associated with leading, managing, and supporting the KM program, initiative, or service per $1,000 revenue
This measure calculates the organization's expenditure in personnel (staff) costs directly associated with leading, managing, and supporting the knowledge management (KM)…
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Measure Spotlights|
Number of business entity employees that participate in approaches and activities included in KM program, initiative, or service per $1 billion revenue
This measure calculates the number of business entity employees that participate in approaches and activities included in the knowledge management (KM) program, initiative,…
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Measure Spotlights|
Percentage of KM applications, platforms, or technologies hosted in the cloud
This measure calculates the percentage of knowledge management (KM) applications, platforms, or technologies hosted in the cloud. KM is the function responsible for…
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Measure Spotlights|
Percentage of funding for KM applications, platforms, or technologies from the KM program, initiative, or service
This measure calculates the percentage of funding for knowledge management (KM) applications, platforms, or technologies that comes from the KM program, initiative, or…
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Measure Spotlights|
Outsourced cost to perform the process "process customer credit" per $1,000 revenue
This measure calculates outsourced cost per $1,000 revenue to perform the "process customer credit" process, which evaluates customers' credit-worthiness, typically in…
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Measure Spotlights|
Overhead cost to perform the process "manage and process collections" as a percentage of total process cost
This measure calculates overhead cost to perform the process "manage and process collections" as a percentage of total process cost. Overhead cost refers to expenses that an…
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Measure Spotlights|
Overhead cost to perform the process "manage and process collections" per $100,000 revenue
This measure calculates overhead cost to perform the process "manage and process collections" per $100,000 business entity revenue. Overhead cost refers to expenses that an…
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Measure Spotlights|
Overhead cost to perform the process "process customer credit" as a percentage of total process cost
This measure calculates overhead cost to perform the process "process customer credit" as a percentage of total process cost. Overhead cost refers to expenses that an…
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Measure Spotlights|
Overhead cost to perform the process "process customer credit" per $100,000 revenue
This measure calculates overhead cost to perform the process "process customer credit" per $100,000 business entity revenue. Overhead cost refers to expenses that an…
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Measure Spotlights|
Other cost to perform the process "manage and process collections" as a percentage of total process cost
This measure calculates other cost to perform the process "manage and process collections" as a percentage of total process cost. Other cost refers to costs other than…
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Measure Spotlights|
Other cost to perform the process "manage and process collections" per $100,000 revenue
This measure calculates other cost to perform the process "manage and process collections" per $100,000 business entity revenue. Other cost refers to costs other than…
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Measure Spotlights|
Other cost to perform the process "process customer credit" as a percentage of total process cost
This measure calculates other cost to perform the process "process customer credit" as a percentage of total process cost. Other cost refers to costs other than personnel,…
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Measure Spotlights|
Other cost to perform the process "process customer credit" per $100,000 revenue
This measure calculates other cost to perform the process "process customer credit" per $100,000 business entity revenue. Other cost refers to costs other than personnel,…
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Measure Spotlights|
Outsourced cost to perform the process "process customer credit" as a percentage of total process cost
This measure calculates outsourced cost to perform the process "process customer credit" as a percentage of total process cost. Outsourced cost refers to the total cost of…