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|
Total cost to perform the process "develop and train employees" per business entity employee
This measure calculates total cost per business entity employee to perform the process "develop and train employees". Total cost is the sum of personnel (compensation…
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Measure Spotlights|
Total cost to perform the process "manage employee performance" as a percentage of total cost to perform the process group "manage employee on-boarding, development, and training"
This measure calculates percentage of total cost to perform the process group "manage employee on-boarding, development, and training" allocated to the process "manage…
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Measure Spotlights|
Total cost to perform the process "develop and train employees" as a percentage of total cost to perform the process group "manage employee on-boarding, development, and training"
This measure calculates percentage of total cost to perform the process group "manage employee on-boarding, development, and training" allocated to the process "develop and…
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Measure Spotlights|
Number of learning days per employee
This measure calculates the average number of days per employee that were dedicated to learning. It is calculated by dividing the total number of days utilized for learning a…
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Measure Spotlights|
Total cost to perform the process "manage employee performance" per $1,000 revenue
This measure calculates total cost per $1,000 business entity revenue to perform the process "manage employee performance". Total cost is the sum of personnel (compensation…
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Measure Spotlights|
Total cost to perform the process "develop and train employees" per $1,000 revenue
This measure calculates total cost per $1,000 business entity revenue to perform the process "develop and train employees". Total cost is the sum of personnel (compensation…
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Measure Spotlights|
Total cost to perform the process "manage employee performance" per business entity employee
This measure calculates total annual cost per business entity employee to perform the process "manage employee performance". Total cost is the sum of personnel (compensation…
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Measure Spotlights|
Personnel cost to perform 'define customer management strategy' activities per $1,000 revenue
This measure calculates personnel cost to perform 'define customer management strategy' activities per $1,000 revenue. Personnel cost refers to employee personnel…
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Other cost to perform 'define customer management strategy' activities per $1,000 revenue
This measure calculates costs other than personnel, systems, overhead, and outsourced to perform 'define customer management strategy' activities per $1,000 revenue. Other…
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Measure Spotlights|
Outsourced cost to perform 'define customer management strategy' activities per $1,000 revenue
This measure calculates outsourced cost to perform 'define customer management strategy' activities per $1,000 revenue. Other cost refers to costs other than personnel,…
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Measure Spotlights|
Overhead cost to perform 'define customer management strategy' activities per $1,000 revenue
This measure calculates overhead cost (direct and/or allocated to the site) to perform 'define customer management strategy' activities per $1,000 revenue. Overhead costs…
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Measure Spotlights|
Agent schedule adherence
This measure evaluates how well agents adhere to the schedule prescribed to them for a specific shift, including break times, back office times, etc. It is part of a set of…
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Measure Spotlights|
Average call handling time in seconds
This measure calculates the amount of time an agent spends handling a call. It is part of a set of Cycle Time measures that help companies optimize the performance of their …