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|
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…
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Measure Spotlights|
Percentage of invoice line items which are scanned into the financial system
This measure calculates the percentage of invoice line items scanned into the financial system. An invoice line item is a single entry on an invoice. For example, an invoice…
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Measure Spotlights|
Percentage of invoice line items approved by two-way matching
This measure calculates the percentage of invoice line items approved by two-way matching. An invoice line item is a single entry on an invoice. For example, an invoice for…
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Measure Spotlights|
Percentage of "develop and manage HR planning, policies, and strategies" inquiries received that are routine
This measure calculates the percentage of inquiries received for the process "develop and manage HR planning, policies, and strategies"—which consists of workforce planning,…
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Measure Spotlights|
Personnel cost to perform the process group "develop and manage human resources (HR) planning, policies, and strategies" as a percentage of total process group cost
This measure calculates the percentage of total cost to perform the process group "develop and manage human resources (HR) planning, policies, and strategies" that comes from…
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Measure Spotlights|
Response time in hours for non-routine "develop and manage HR planning, policies, and strategies" inquiries
This measure projects the time spent to respond to non-routine inquiries (i.e. those that require complex responses and subject-matter expert escalation) for the process …
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Measure Spotlights|
Response time in hours for routine "develop and manage HR planning, policies, and strategies" inquiries
This measure projects the time spent to respond to routine inquiries (i.e. those received on a regular basis that a standard response) for the process "develop and manage HR…
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Measure Spotlights|
Total cost to perform the process group "develop and manage human resources (HR) planning, policies, and strategies" per process group FTE
This measure calculates total cost to perform the process group "develop and manage human resources (HR) planning, policies and strategies"—which includes activities like…
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Percentage of process group "develop and manage human resources (HR) planning, policies, and strategies" services delivered by a shared service center/centralized processing unit
This measure calculates the percentage of process group "develop and manage human resources (HR) planning, policies, and strategies" services—which involve workforce planning…
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Measure Spotlights|
Percentage of process group "develop and manage human resources (HR) planning, policies, and strategies" services delivered by a third-party provider
This measure calculates the percentage of process group "develop and manage human resources (HR) planning, policies, and strategies" services—which involve workforce planning…
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Measure Spotlights|
Percentage of process group "develop and manage human resources (HR) planning, policies, and strategies" services delivered by business-based HR roles
This measure calculates the percentage of process group "develop and manage human resources (HR) planning, policies, and strategies" services—which involve workforce planning…
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Measure Spotlights|
Percentage of process group "develop and manage human resources (HR) planning, policies, and strategies" services delivered by corporate HR
This measure calculates the percentage of process group "develop and manage human resources (HR) planning, policies, and strategies" services—which involve workforce planning…
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Measure Spotlights|
Percentage of process group "develop and manage human resources (HR) planning, policies, and strategies" services delivered to the business by line managers
This measure calculates the percentage of process group "develop and manage human resources (HR) planning, policies, and strategies" services—which involve workforce planning…
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Measure Spotlights|
Personnel cost to perform the process group "develop and manage human resources (HR) planning, policies, and strategies" per process group FTE
This measure calculates personnel cost to perform the process group "develop and manage human resources (HR) planning, policies and strategies"—which includes activities like…
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Measure Spotlights|
Number of FTEs that perform the process group "develop and manage human resources (HR) planning, policies, and strategies" per $1 billion revenue
This measure calculates the number of full-time equivalent employees (FTEs) per $1 billion revenue that perform the process group "develop and manage human resources (HR)…