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 invoice line items that is adjusted by the customer prior to payment
This measure calculates the percentage of invoice line items adjusted by the customer prior to payment. An invoice line item is a single entry on an invoice. For example, an…
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Measure Spotlights|
Total cost to perform the process "manage and process collections" per active customer
This measure calculates the total cost per active customer to perform the process "manage and process collections," which consists of posting entries to respective accounts,…
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Percentage of active customers that are delinquent at any time during the year
This measure calculates the percentage of active customers that become delinquent at any time during the year. A customer is considered active if they have purchased a…
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Measure Spotlights|
Percentage of invoices billed to customers that have credit terms
This measure calculates the percentage of invoices billed to customers that have credit terms. This measure is part of a set of Process Efficiency measures that help…
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Measure Spotlights|
Number of monthly non-routine "develop and counsel employees" inquiries per business entity employee
This measure calculates the number of monthly non-routine inquiries (i.e. those that require complex responses and subject-matter expert escalation) received per business…
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Measure Spotlights|
Number of monthly routine "develop and counsel employees" inquiries per business entity employee
This measure calculates the number of monthly routine inquiries (i.e. those received on a regular basis that require a standard response) received per business entity…
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Percentage of "develop and counsel employees" inquiries received that are routine
This measure calculates the percentage of inquiries received for the process "develop and counsel employees"—which consists of learning strategy, employee development,…
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Percentage of "develop and counsel employees" inquiries received that are non-routine
This measure calculates the percentage of inquiries received for the process "develop and counsel employees"—which consists of learning strategy, employee development,…
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Measure Spotlights|
Number of learning days per middle management/specialists employee
This measure calculates the average number of days per middle management/specialists employee (i.e. managers with budgetary and/or supervisory responsibility who report to…
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Percentage of "develop and counsel employees" inquiries received via digital communication channels
This measure calculates the percentage of inquiries received via digital communication channels for the process "develop and counsel employees," which consists of learning…
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Percentage of "develop and counsel employees" inquiries received via non-digital communication channels
This measure calculates the percentage of inquiries received via non-digital communication channels for the process "develop and counsel employees," which consists of…
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Measure Spotlights|
Percentage of learning days delivered using computer-based training (self-instruction) installed from CD-ROM
This measure calculates the percentage of learning days delivered via a standalone training solution that runs on an individual's PC and is installed from CD-ROM. As part of…
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Measure Spotlights|
Percentage of learning days delivered using computer-based training (self-instruction) delivered over the Web (either directly or downloaded)
This measure calculates the percentage of learning days delivered via a standalone training solution that runs on an individual's PC and is delivered over the Web (either…
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Percentage of learning days delivered using correspondence courses
This measure calculates the percentage of learning days delivered via correspondence courses. As part of a set of Supplemental Information measures, it helps companies…
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Measure Spotlights|
Percentage of learning days delivered using e-learning (interactive)
This measure calculates the percentage of learning days delivered via computers through an internet-based medium. As part of a set of Supplemental Information measures, it…