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|
Inbound contacts for the process "manage customer service" 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…
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Measure Spotlights|
Percentage of customers opting out of receiving marketing messages from the organization
This measure calculates the percentage of customers opting out of receiving marketing messages from the organization. It is part of a set of Supplemental Information measures…
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Measure Spotlights|
Percentage of middle management/specialists with formal succession planning processes in place
This measure projects the percentage of middle management/specialists (i.e. managers with budgetary and/or supervisory responsibility who report to senior management and/or…
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Percentage of operational staff/office staff with formal succession planning processes in place
This measure projects the percentage of operational staff/office staff (i.e. workers who do not have any management responsibility) that have succession planning processes in…
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Percentage of senior management/executives with formal succession planning processes in place
This measure projects the percentage of senior management/executives (i.e. the highest-ranking officers and managers below executives) that have succession planning processes…
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Number of FTEs that perform the process "develop and manage time and attendance" per $1 billion revenue
This measure calculates number of full time equivalents (FTEs) per $1 billion business entity revenue that perform the process "develop and manage time and attendance". The…
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Measure Spotlights|
Percentage of FTEs that perform the process group "manage employee information" that perform the process "develop and manage time and attendance"
This measure calculates percentage of full-time equivalent employees (FTEs) that perform the process group "manage employee information" that perform the process "develop and…
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Percentage of FTEs that perform the process group "manage employee information" that perform the process "manage employee communication"
This measure calculates percentage of full-time equivalent employees (FTEs) that perform the process group "manage employee information" that perform the process "manage…
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Overhead cost to perform the process group "develop and manage HR planning, policies, and strategies" as a percentage of total process group cost
This measure calculates the percentage of total cost to perform the process group "develop and manage human resources (HR) planning, policies, and strategies" that comes from…
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Measure Spotlights|
Systems cost to perform the process group "develop and manage human resources (HR) planning, policies, and strategies" as a percentage of total process group cost
This measure calculates the percentage of total cost to perform the process group "develop and manage human resources (HR) planning, policies, and strategies" that comes from…
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Measure Spotlights|
Systems cost to perform the process group "develop and manage human resources (HR) planning, policies, and strategies" per $100,000 revenue
This measure calculates systems cost per $100,000 revenue to perform the process group "develop and manage human resources (HR) planning, policies and strategies." Activities…
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Measure Spotlights|
Overhead cost to perform the process group "develop and manage human resources (HR) planning, policies, and strategies" per $100,000 revenue
This measure calculates overhead cost per $100,000 revenue to perform the process group "develop and manage human resources (HR) planning, policies and strategies."…
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Measure Spotlights|
Overhead and other costs to perform the process group "develop and manage human resources (HR) planning, policies, and strategies" per $100,000 revenue
This measure calculates overhead and other costs per $100,000 revenue to perform the process group "develop and manage human resources (HR) planning, policies and strategies…
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Measure Spotlights|
Percentage of overall workforce planning time spent on strategic business input/decision making
This measure calculates the percentage of overall workforce planning time spent on strategic business input/decision making. Workforce planning requires an organization to…
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Measure Spotlights|
Percentage of overall workforce planning time spent on tactical services
This measure calculates the percentage of overall workforce planning time spent on tactical services. Workforce planning requires an organization to compare the size and…