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|
Unplanned machine/equipment downtime as a percentage of scheduled run time measured 12 months ago
This measure calculates unplanned machine/equipment downtime as a percentage of scheduled run time measured 12 months ago. Unplanned downtime is a measure of the time overall…
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Measure Spotlights|
Percentage change in unplanned machine/equipment downtime over the past 12 months attributed to AI
This measure calculates percentage of the change in unplanned machine/equipment downtime over the past 12 months attributed to AI. Unplanned downtime is a measure of the time…
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Measure Spotlights|
Percentage of manufacturing workforce that has completed Six Sigma training
This measure identifies the percentage of manufacturing workforce that has completed Six Sigma training. Six Sigma refers to a set of practices designed to improve…
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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|
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…