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|
Personnel cost to perform the process "operate outbound transportation" per $1,000 revenue
This measure calculates personnel cost per $1,000 revenue to prepare goods for delivery from a warehouse to a receiving location, which comprises activities like the…
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Measure Spotlights|
Personnel cost to perform the process "operate warehousing" per $1,000 revenue
This measure calculates personnel cost per $1,000 revenue for receiving, inspecting, and storing incoming materials; picking, packing, and shipping product for outbound…
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Measure Spotlights|
Total cost to perform the process "operate warehousing" per $1,000 revenue
This measure calculates total cost per $1,000 revenue for receiving, inspecting, and storing incoming materials; picking, packing, and shipping product for outbound delivery;…
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Measure Spotlights|
Number of FTEs that perform the process "operate warehousing" per $1 billion revenue
This measure calculates the number of full-time equivalent employees (FTEs) per $1 billion revenue who are employed to receive, inspect, and store incoming materials; pick,…
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Inventory value per $1,000 total revenue
This measure calculates the value of inventory/stock expressed in currency per $1,000 total revenue. It is part of a set of Process Efficiency measures that help companies…
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Measure Spotlights|
Transportation cost per mile
This measure calculates the cost per mile of moving product from an entity's enterprise to customer locations, including loading and unloading trucks, transporting the…
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Measure Spotlights|
Percentage of contacts with CTI that have information pop up on the agent's desktop
This measure calculates the percentage of contacts with computer telephony integration (CTI) that have information pop up on the agent's desktop. It is part of a set of…
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Percentage of transferred calls that are misdirected
This measure calculates the percentage of transferred calls that are misdirected. It is part of a set of Process Efficiency measures that help companies optimize the…
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Transferred calls as a percentage of total inbound calls
This measure calculates the percentage of total inbound calls (i.e. calls initiated by the customer) that were transferred. It is part of a set of Process Efficiency measures…
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Measure Spotlights|
Calls abandoned in the agent queue as a percentage of total inbound calls
This measure calculates the percentage of total inbound calls (i.e. calls initiated by the customer) routed to an agent that were abandoned in the agent queue. It is part of…
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Number of inbound calls for requirements other than new orders, order modifications or inquiry, billing, complaints, or technical support as a percentage of total inbound calls
This measure calculates the percentage of total inbound contacts (i.e. any queries initiated by the customer related to sales, information, technical support, customer…
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Inbound contacts related to technical support as a percentage of total inbound contacts
This measure calculates percentage of total inbound contacts (i.e. any queries initiated by the customer related to sales, information, technical support, customer service,…
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Measure Spotlights|
Percentage of inbound calls monitored by QAM and scored by supervisors
This measure calculates the percentage of inbound calls (i.e. calls initiated by the customer) monitored by quality assurance management (QAM) software and scored by…
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Calls routed to a live agent as a percentage of total inbound calls
This measure calculates the percentage of total inbound calls (i.e. calls initiated by the customer) that were routed to a live agent. It is part of a set of Process…
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Measure Spotlights|
Average speed of answer in seconds for agent queue calls
This measure calculates the average speed of answer in seconds for agent queue calls, excluding abandoned calls. It is part of a set of Cycle Time measures that help…