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|
Annual percentage change in retail customer purchase frequency
This measure calculates annual percentage change in retail customer purchase frequency. Customer purchase frequency is defined as the number of times a customer has made a…
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Measure Spotlights|
Retail shopping cart abandonment rate
This measure calculates shopping cart abandonment for the business entity website. Shopping cart abandonment rate is calculated as follows: 100% - [Completed transactions as…
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Percentage of customers using your business entity's website for information gathering on your business entity's products/services
This measure calculates the average percentage of customers that gather information on a business entity's products/services via the website (companyname.com). It is part of…
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Percentage of customers using mobile applications for information gathering on your business entity's products/services
This measure calculates the percentage of customers that gather information on a business entity's products/services via mobile applications. It is part of a set of…
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Percentage of customers using traditional face-to-face contact for information gathering on your business entity's products/services
This measure calculates the percentage of customers that gather information on a business entity's products/services via traditional face-to-face contact. It is part of a set…
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Percentage of customers using indirect marketing for information gathering on your business entity's products/services
This measure calculates the percentage of customers that gather information on a business entity's products/services via indirect marketing (e.g., billboards, print, radio/TV…
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Time in months to fulfill a business need with relevant IT solutions for major new/enhanced IT services investments between $1 million and $100 million USD
This measure calculates the number of months it takes to fulfill a business need with relevant IT solutions for major new/enhanced IT services investments in the $1 million–…
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Time in months to fulfill a business need with relevant IT solutions for major new/enhanced IT services investments between $100,000 and $250,000 USD
This measure calculates the number of months it takes to fulfill a business need with relevant IT solutions for major new/enhanced IT services investments in the $100,000–…
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Time in months to fulfill a business need with relevant IT solutions for major new/enhanced IT services investments between $250,000 and $500,000 USD
This measure calculates the number of months it takes to fulfill a business need with relevant IT solutions for major new/enhanced IT services investments in the $250,000–…
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Time in months to fulfill a business need with relevant IT solutions for major new/enhanced IT services investments between $500,000 and $1 million USD
This measure calculates the number of months it takes to fulfill a business need with relevant IT solutions for major new/enhanced IT services investments in the $500,000–$1…
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Time in months to fulfill a business need with relevant IT solutions for major new/enhanced IT services investments greater than $100 million USD
This measure calculates the number of months it takes to fulfill a business need with relevant IT solutions for major new/enhanced IT services investments greater than $100…
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Time in months to fulfill a business need with relevant IT solutions for major new/enhanced IT services investments less than $100,000 USD
This measure calculates the number of months it takes to fulfill a business need with relevant IT solutions for major new/enhanced IT services investments less than $100,000…
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Average number of production defects in both enhancements and new developments per 1,000 function points
This measure calculates the average number of production defects per 1,000 function points found in the first 12 months of use of the software for both enhancements and…
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Time-to-market (build-to-launch) in months for major new/enhanced IT services investments greater than $100 million USD
This measure calculates the number of months that elapses between when all IT service requirements are defined and when those services are implemented for major new/enhanced…
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Measure Spotlights|
Time-to-market (build-to-launch) in months for major new/enhanced IT services investments between $1 million and $100 million USD
This measure calculates the number of months that elapses between when all IT service requirements are defined and when those services are implemented for major new/enhanced…