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 sales orders received through new (such as digital/electronic) channels
This measure calculates the percentage of sales orders that are received through new channels. New channels include digital or electronic channels, such as internet,…
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Measure Spotlights|
E-commerce sales as a percentage of retail sales
This measure calculates e-commerce sales as a percentage of retail sales. Electronic Commerce or E-Commerce involves the buying and selling of products and services by…
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Retail on-shelf/in-stock availability rate
This measure calculates the on-shelf availability/in-stock rate for products available for sale to the shopper. Product availability is defined as a product for sale to a…
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Average value of a retail e-commerce order
This measure calculates average value of e-commerce orders. This Supplemental Information measure is intended to help companies evaluate additional variables related to the…
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Measure Spotlights|
Average annual sales order value for a brick-and-mortar retail store
This measure calculates average sales order value for orders placed at the retail store. This Process Efficiency measure is intended to help companies minimize waste and…
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Average cost per sales order for orders received through traditional channels
This measure calculates the average cost of sales orders received through traditional channels, which include face-to-face, phone calls, postal mail, and facsimiles. It is…
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Cycle time in days between transmission of invoice and shipment of goods or delivery of services
This measure calculates the number of calendar days (including weekends) that elapse between when an invoice/bill is transmitted to the customer and when goods/services are…
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Percentage of billed/invoiced line items offering a discount
This measure calculates the percentage of line items on an invoice/bill that offer a discount. A discount is a reduction in the amount of an invoice/bill to be paid if the…
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Measure Spotlights|
Percentage of employees with access to Employee Self-Service (ESS) system
This measure calculates the percentage of employees who have access to an Employee Self-Service (ESS) system, which allows non-payroll, non-benefits and non-HR employees to…
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Measure Spotlights|
Percentage of invoice line items processed error free the first time
This measure calculates the percentage of invoice line items processed error free 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 managers with access to Manager Self-Service (MSS) system
This measure calculates the percentage of employees who have access to a Manager Self-Service (MSS) system, which allows non-payroll, non-benefits and non-HR managers to…
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Number of business entity employees per FTE that performs the process group "manage employee information"
This measure calculates the number of business entity employees per full-time equivalent (FTE) employee that performs the process group "manage employee information," which…
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Cycle time in days for credit approval
This measure calculates the average number of calendar days (including weekends) it takes to receive credit approval. It is a Cycle Time measure that helps companies analyze…
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Percentage of sales orders requiring no human intervention to create, modify, or fulfill
This measure calculates the percentage of sales orders that don't require any manual intervention to create, modify, or fulfill. It is part of a set of Process Efficiency…
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Measure Spotlights|
First contact resolution rate for inquiries on existing orders and service-after-sales requests
A first contact resolution rate measures the percentage of questions/concerns resolved in a customer's first attempt without a need for further assistance needed. This…