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 virtual, instructor-led classroom-based training content developed via mobile devices
This measure calculates percentage of virtual, instructor-led classroom-based training content developed via mobile devices. This Supplemental Information measure is intended…
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Measure Spotlights|
Percentage of virtual, instructor-led classroom-based training content delivered via mobile devices
This measure calculates percentage of virtual, instructor-led classroom-based training content is delivered via mobile devices. This Supplemental Information measure is…
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Measure Spotlights|
Total cost to perform the activity "manage health and safety" per $1,000 revenue
This measure calculates the total cost to perform the activity "manage health and safety" per $1,000 revenue. The total cost is the sum of outsourced, overhead, personnel,…
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Measure Spotlights|
Number of FTEs that perform the activity "manage health and safety" per $1 billion revenue
This measure calculates the number of full-time-equivalents to perform the activity "manage health and safety" per $1 billion revenue. The total cost is the sum of outsourced…
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Measure Spotlights|
Percentage of employee time spent servicing customers via social media channels
This measure calculates the percentage of employee time spent servicing customers (as opposed to selling to customers) via social media channels, which are comprised of…
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Measure Spotlights|
Percentage of employee time spent servicing customers via website channel
This measure calculates the percentage of employee time spent servicing customers (as opposed to selling to customers) via the website channel (companyname.com). It is part…
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Measure Spotlights|
Percentage of employee time spent servicing customers via traditional face-to-face channel
This measure calculates the percentage of employee time spent servicing customers (as opposed to selling to customers) via the face-to-face channel. It is part of a set of…
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Measure Spotlights|
Percentage of employee time spent servicing customers via contact center channel
This measure calculates the percentage of employee time spent servicing customers (as opposed to selling to customers) via the contact center channel. It is part of a set of…
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Measure Spotlights|
Percentage of employee time spent servicing customers via business-to-business channel
This measure calculates the percentage of employee time spent servicing customers (as opposed to selling to customers) via the business-to-business channel. It is part of a…
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Measure Spotlights|
Total cost to perform the process "manage employee performance" as a percentage of the total cost to perform the process group "develop and counsel employees"
This measure calculates the percentage of total cost to perform the process group "develop and counsel employees" allocated to the process "manage employee performance"…
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Measure Spotlights|
Total cost to perform the process "manage employee development" as a percentage of the total cost to perform the process group "develop and counsel employees"
This measure calculates the percentage of total cost to perform the process group "develop and counsel employees" allocated to the process "manage employee development"…
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Measure Spotlights|
Total cost to perform the process "develop and train employees" as a percentage of the total cost to perform the process group "develop and counsel employees"
This measure calculates the percentage of total cost to perform the process group "develop and counsel employees" allocated to the process "develop and train employees"…
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Measure Spotlights|
Percentage of time spent by FTEs performing the process "develop and train employees" to developing learning content
This measure calculates percentage of time spent by full-time equivalent employees (FTEs) performing the process "develop and train employees" to developing learning content…
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Measure Spotlights|
Percentage of time spent by FTEs performing the process "develop and train employees" to deploying/delivering learning content
This measure calculates ercentage of time spent by full-time equivalent employees (FTEs) performing the process "develop and train employees" to deploying/delivering learning…
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Measure Spotlights|
Response time in minutes for inbound requests coming from SMS
This measure calculates response time in minutes for inbound requests (i.e. queries initiated by the customer) coming from short message service (SMS) via mobile phone. It is…