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|
Total cost to perform the process group "generate and define new product/service ideas" per $1,000 revenue
This measure calculates total cost per $1,000 business entity revenue to perform the process group "generate and define new product/service ideas". Total cost is the sum of…
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Measure Spotlights|
Number of FTEs (including external) that perform the function "develop and manage products and services" per $1 billion revenue
This measure calculates the number of full-time equivalent employees (FTEs), including those outside the company, per $1 billion revenue that work on the "develop and manage…
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Measure Spotlights|
Number of FTEs (including external) that perform the process group "develop products and services" per $1 billion revenue
This measure calculates the number of full-time equivalent employees (FTEs), including external FTEs, that perform the process group "develop product and services," which…
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Measure Spotlights|
Total cost to perform the process group "develop products and services" per $1,000 revenue
This measure calculates the total cost to perform the process group "develop product and services," which handles all activities associated with designing, prototyping,…
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Measure Spotlights|
Total cost to perform the function "develop and manage products and services" per $1,000 revenue
This measure calculates the total cost of the function "develop and manage products and services" per $1,000 revenue. This includes products or services that are offered to…
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Measure Spotlights|
Product development defect rate in parts per million
This measure calculates the average manufacturing defect rate in parts per million for a company's primary products (during development; i.e. not yet fully finalized finished…
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Average time-to-profitability in months for new product/service development projects
This measure calculates the average number of months that elapse from the start of the "design and develop product/service" process (when resources are first assigned) to the…
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Measure Spotlights|
Research and development (R&D) cost per $1,000 revenue
This measure calculates the research and development (R&D) cost per $1,000 revenue. R&D costs include all labor, materials, and overhead associated with discovering new…
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Research and development (R&D) cost as a percentage of revenue
This measure calculates research and development (R&D) cost as a percentage of revenue. R&D cost includes all cost elements—including labor costs, material costs, allocations…
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Measure Spotlights|
Percentage of sales orders transacted via a portal
This measure calculates the percentage of sales orders that are carried out via a portal (virtual gateway from one website to another). It is part of a set of Process…
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Measure Spotlights|
Number of FTEs who perform order entry/order processing as a percentage of total FTEs for the process "manage sales orders"
This measure calculates the percentage of total full-time equivalent employees for "manage sales orders" that perform order entry/processing. Order entry/processing…
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Number of FTEs who perform order inquiry as a percentage of total FTEs for the process "manage sales orders"
This measure calculates the percentage of total full-time equivalent employees for "manage sales orders" that perform order inquiry. Order inquiry involves fielding potential…
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Measure Spotlights|
Cross-sell/up-sell close rate
This measure calculates percentage of inbound contacts that completed an additional cross-sell or up-sell. Inbound contact refers to any query (related to sales, information,…
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Measure Spotlights|
Percentage of sales force that made their quotas/targets in the last 12-month reporting period
This measure calculates the percentage of the sales force that hit their designated quotas/targets in the last 12-month reporting period. It is part of a set of Staff…
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Measure Spotlights|
Percentage of customer accounts that are active customers
This measure calculates the percentage of customer accounts that are active customers out of the total number of customers in a business entity's customer master file. An…