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|
Percentage of FTEs that perform the process "manage and process adjustments/deductions" that perform the activity "discuss resolution with internal parties"
This measure calculates the percentage of full-time equivalent employees (FTEs) that perform the process group "manage and process adjustments/deductions"—which consists of…
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Measure Spotlights|
Percentage of FTEs that perform the process "manage and process adjustments/deductions" that perform the activity "prepare chargeback invoices"
This measure calculates the percentage of full-time equivalent employees (FTEs) that perform the process group "manage and process adjustments/deductions"—which consists of…
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Measure Spotlights|
Percentage of FTEs that perform the process "manage and process adjustments/deductions" that perform the activity "process related entries"
This measure calculates the percentage of full-time equivalent employees (FTEs) that perform the process group "manage and process adjustments/deductions"—which consists of…
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Measure Spotlights|
Percentage of FTEs that perform the process "manage and process collections" that perform management activities
This measure calculates the percentage of full-time equivalent employees (FTEs) that perform the process group "manage and process collections"—which consists of posting…
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Measure Spotlights|
Percentage of FTEs that perform the process "manage and process collections" that perform the activity "analyze delinquent account balances"
This measure calculates the percentage of full-time equivalent employees (FTEs) that perform the process group "manage and process collections"—which consists of posting…
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Measure Spotlights|
Percentage of FTEs that perform the process "manage and process collections" that perform the activity "correspond/negotiate with delinquent accounts"
This measure calculates the percentage of full-time equivalent employees (FTEs) that perform the process group "manage and process collections"—which consists of posting…
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Measure Spotlights|
Percentage of FTEs that perform the process "manage and process collections" that perform the activity "discuss account resolution with internal parties"
This measure calculates the percentage of full-time equivalent employees (FTEs) that perform the process group "manage and process collections"—which consists of posting…
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Measure Spotlights|
Outstanding payment days as a proportion of standard payment days
This measure calculates outstanding payment days as a proportion of standard payment days. It is part of a set of Process Efficiency measures that help companies optimize…
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Measure Spotlights|
Percentage of receipts received electronically or automatically
This measure calculates the percentage of receipts received electronically or automatically. It is part of a set of Process Efficiency measures that help companies optimize…
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Measure Spotlights|
Percentage of invoice line items paid in full the first time
This measure calculates the percentage of invoice line items on an invoice paid in full the first time. An invoice line item is a single entry on an invoice. For example, an…
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Measure Spotlights|
Percentage of invoice line items that is adjusted by the customer prior to payment
This measure calculates the percentage of invoice line items adjusted by the customer prior to payment. An invoice line item is a single entry on an invoice. For example, an…
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Measure Spotlights|
Average value per line item billed
This measure calculates the average value per line item billed/invoiced during the year. An invoice line item is a single entry on an invoice. For example, an invoice for 10…
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Measure Spotlights|
Total cost to perform the process "manage and process collections" per active customer
This measure calculates the total cost per active customer to perform the process "manage and process collections," which consists of posting entries to respective accounts,…
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Measure Spotlights|
Percentage of active customers that are delinquent at any time during the year
This measure calculates the percentage of active customers that become delinquent at any time during the year. A customer is considered active if they have purchased a…
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Measure Spotlights|
Percentage of FTEs who perform the process "process customer credit" who perform management activities
This measure calculates the percentage of full-time equivalent employees (FTEs) that evaluate customers' credit-worthiness and perform management activities (i.e. the day-to…