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 inbound calls monitored by QAM and scored by supervisors
This measure calculates the percentage of inbound calls (i.e. calls initiated by the customer) monitored by quality assurance management (QAM) software and scored by…
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Measure Spotlights|
Calls routed to a live agent as a percentage of total inbound calls
This measure calculates the percentage of total inbound calls (i.e. calls initiated by the customer) that were routed to a live agent. It is part of a set of Process…
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Average contact handling time in seconds
This measure calculates the average duration in seconds of one transaction, which is typically measured from the initiation of the contact to resolution, including any hold…
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Number of languages supported at the business entity
This measure determines the number of languages supported by a business entity. It is a Supplemental Information measure that helps companies evaluate additional variables…
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Measure Spotlights|
Other cost to perform the processes "manage sales orders", "manage customer requests/inquiries", and "manage customer complaints" per active customer
This measure calculates other cost (i.e. costs other than personnel, equipment, material, systems, outsourced, or overhead costs) per active customer to take, receive,…
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Number of units produced per year
This measure calculates number of units produced per year. This Staff Productivity measure is intended to help companies assess the efficiency of their staff related to the…
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Forecast accuracy one planning period prior to production run
Forecast accuracy compares forecasted demand to actual demand. This measure calculates it for products and/or families for markets/distribution channels one planning period…
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Inventory carrying cost per $1,000 revenue
This measure calculates the amount (per $1,000 revenue) of opportunity cost/cost of capital (for the money tied up in inventory value), storage space cost, insurance, taxes,…
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Number of FTEs that perform the process group "plan for and align supply chain resources" per $1 billion revenue
This measure calculates the total number of full-time equivalent employees (FTEs) per $1 billion revenue to perform the process group "plan for and align supply chain…
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Total cost to perform the process group "plan for and align supply chain resources" as a percentage of total supply chain function cost
This measure calculates the percentage of the total cost of the supply chain function that goes to the process group "plan for and align supply chain resources," which…
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Total cost to perform the process group "plan for and align supply chain resources" per $1,000 revenue
This measure calculates the total cost per $1,000 revenue for the process group "plan for and align supply chain resources," which involves developing sound strategies for…
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Measure Spotlights|
Total cost to perform the process group "plan for and align supply chain resources" per $1 billion revenue
This measure calculates the total cost per $1 billion revenue for the process group "plan for and align supply chain resources," which involves developing sound strategies…
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Measure Spotlights|
Total cost to perform the process group "plan for and align supply chain resources" per process group FTE
This measure calculates the total cost per process group full-time equivalent employee (FTE) to perform the process group "plan for and align supply chain resources," which…
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Measure Spotlights|
Personnel cost to perform the process group "Plan for and align supply chain resources" per process group FTE
This measure calculates the amount of personnel cost per process group full-time equivalent employee (FTE) to perform the process group "plan for and align supply chain…
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Measure Spotlights|
Personnel cost to perform the process group "plan for and align supply chain resources" per $1,000 revenue
This measure calculates the amount of personnel cost per $1,000 revenue to perform the process group "plan for and align supply chain resources," which involves developing…