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.
Looking for something specific?
Ask Us-
Measure Spotlights|
Percentage of online retail orders delivered complete and on time
This measure calculates percentage of online orders delivered complete and on time. In the context of this measure, "delivered complete" means that all of the order line…
-
Measure Spotlights|
Annual value of damaged or expired retails products as percentage of average annual retail inventory value
This measure calculates annual value of damaged or expired retails products as percentage of average annual retail inventory value. This Cost Effectiveness measure is…
-
Measure Spotlights|
Annual percentage change in number of retail customer complaints
This measure calculates annual percentage change in number of complaints. This Process Efficiency measure is intended to help companies minimize waste and refine resource…
-
Measure Spotlights|
Dock-to-stock cycle time in hours for supplier deliveries
This measure identifies the average dock-to-stock cycle time in hours for supplier delivery. Cycle time begins when the business entity receives delivery from the suppliers…
-
Measure Spotlights|
Sales order accurate documentation rate
This measure calculates the number of annual sales orders delivered with accurate documentation divided by the total number of annual sales orders. Accurate documentation…
-
Measure Spotlights|
Call agent occupancy rate
This measure calculates agent occupancy rate by dividing total contact handling time and available time by total time at work. It is part of a set of Process Efficiency…
-
Measure Spotlights|
Call agent utilization rate
This measure calculates call agent utilization rate by dividing total annual contact handling time by the total annual agent full-time equivalent (FTE) employees' time worked…
-
Measure Spotlights|
Outsourced cost to perform the processes "manage sales orders", "manage customer service requests/inquiries", and "manage customer complaints" per active customer
This measure calculates outsourced cost per active customer to take, receive, process and acknowledge new customer orders or amendments to outstanding customer orders;…
-
Measure Spotlights|
Full trailer-load or full container-load capacity utilization
This measure calculates the full trailer-load or full container-load capacity utilization, which is computed as the total space in cube or weight used across all shipments…
-
Measure Spotlights|
Percentage of active customers with active web accounts
This measure calculates the percentage of active customers who have active web accounts. A customer is considered active if they have purchased a business entity's product at…
-
Measure Spotlights|
Percentage of sales orders shipped as part of full-load shipments
This measure calculates the percentage of all sales orders that were shipped as part of full-load shipments. It is part of a set of Process Efficiency measures that help…
-
Measure Spotlights|
Percentage of customers claiming to be satisfied
This measure calculates the percentage of customers claiming to be satisfied (through customer feedback or surveys) across all products and services. It is a Process…
-
Measure Spotlights|
Average number of contact center seats per contact center
This measure calculates the average number of contact center seats per contact center, where customer and other inbound contacts related to inquiries, sales, and technical…
-
Measure Spotlights|
Average seat utilization
This measure calculates the average percentage of seats utilized during operating hours at a contact center, where customer and other inbound contacts related to inquiries,…
-
Measure Spotlights|
Call agent availability rate
This measure calculates the availability of agents. Availability measures how much agent time is spent simply waiting for contacts. Compute as the total time spent waiting…