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|
Outsourced cost to perform the process "evaluate and manage financial performance" per $1,000 revenue
This measure calculates outsourced cost per $1,000 revenue to perform the process "evaluate and manage financial performance," which involves developing and evaluating a…
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Measure Spotlights|
Systems cost to perform the process "evaluate and manage financial performance" per process FTE
This measure calculates business entity's systems cost (direct and/or allocated to your business entity) to perform the process "evaluate and manage financial performance"…
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Measure Spotlights|
Overhead and other costs to perform the process "evaluate and manage financial performance" per process FTE
This measure calculates overhead and other costs (costs other than personnel, systems, overhead, and outsourced) to perform the process "evaluate and manage financial…
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Total cost to perform the process "evaluate and manage financial performance" as a percentage of revenue
This measure calculates total cost to perform the process "evaluate and manage financial performance" as a percentage of revenue. Total cost is the sum of personnel …
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Measure Spotlights|
Response time in minutes for inbound requests coming from fax
This measure calculates response time in minutes for inbound requests (i.e. queries initiated by the customer) coming from fax. It is part of a set of Cycle Time measures…
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Measure Spotlights|
First contact resolution rate for social media
This measure calculates the percentage of questions/issues received that are answered, addressed, and resolved by the end of the customer's initial contact when it's received…
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First contact resolution rate for web chat or instant messaging including virtual agents
This measure calculates the percentage of questions/issues received that are answered, addressed, and resolved by the end of the customer's initial contact when it's received…
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Measure Spotlights|
First contact resolution rate for email contacts
This measure calculates the percentage of questions/issues received that are answered, addressed, and resolved by the end of the customer's initial contact when it's received…
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Measure Spotlights|
Response time in minutes for inbound requests coming from e-mail
This measure calculates response time in minutes for inbound requests (i.e. queries initiated by the customer) coming from e-mail. It is part of a set of Cycle Time measures…
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Measure Spotlights|
Percentage of inbound dedicated mobile app contacts outsourced to a third-party provider
This measure calculates the percentage of inbound dedicated mobile application contacts (i.e. queries initiated by the customer via apps related to sales, information,…
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Measure Spotlights|
Percentage of inbound SMS contacts outsourced to a third-party provider
This measure calculates the percentage of short message service (SMS) contacts (i.e. queries initiated by the customer via SMS related to sales, information, technical…
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Measure Spotlights|
Percentage of inbound social media contacts outsourced to a third-party provider
This measure calculates the percentage of inbound social media contacts (i.e. queries initiated by the customer via social media platforms—like Facebook, Twitter, etc…
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Measure Spotlights|
First contact resolution rate for SMS
This measure calculates the percentage of questions/issues received that are answered, addressed, and resolved by the end of the customer's initial contact when it's received…
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Measure Spotlights|
Response time in minutes for inbound requests coming from social media
This measure calculates response time in minutes for inbound requests (i.e. queries initiated by the customer) coming from social media (e.g., Facebook, Twitter, etc.). It is…
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Measure Spotlights|
Inbound contacts received via social media as a percentage of total inbound contacts
This measure calculates the percentage of total inbound contacts (i.e. queries that are initiated by the customer related to sales, information, technical support, customer…