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|
Cross-sell/up-sell close rate
This measure calculates percentage of inbound contacts that completed an additional cross-sell or up-sell. Inbound contact refers to any query (related to sales, information,…
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Measure Spotlights|
Number of FTEs who perform order entry/order processing as a percentage of total FTEs for the process "manage sales orders"
This measure calculates the percentage of total full-time equivalent employees for "manage sales orders" that perform order entry/processing. Order entry/processing…
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Measure Spotlights|
Number of FTEs who perform order inquiry as a percentage of total FTEs for the process "manage sales orders"
This measure calculates the percentage of total full-time equivalent employees for "manage sales orders" that perform order inquiry. Order inquiry involves fielding potential…
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Measure Spotlights|
Percentage of sales orders transacted via a portal
This measure calculates the percentage of sales orders that are carried out via a portal (virtual gateway from one website to another). It is part of a set of Process…
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Percentage of customer accounts that are active customers
This measure calculates the percentage of customer accounts that are active customers out of the total number of customers in a business entity's customer master file. An…
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Percentage of total annual sales revenue attributable to sales completed on your business entity's website
A major part of the process "manage sales orders" involves companies monitoring sales performance across different platforms. This measure calculates the percentage of total…
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Measure Spotlights|
Number of adjustments/deductions per FTE that performs the process "manage and process adjustments/deductions"
This measure calculates the number of adjustments/deductions per full-time equivalent (FTE) employee that performs the process "manage and process adjustments/deductions,"…
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Measure Spotlights|
Cycle time in days to resolve adjustments
This measure calculates number of days it takes to resolve adjustments. An adjustment is when an amount is changed due to an error/miscommunication between two parties…
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Personnel cost to perform the process "manage and process adjustments/deductions" per $1,000 revenue
This measure calculates personnel cost per $1,000 revenue to perform the process "manage and process adjustments/deductions," which consists of creating and providing funds…
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Personnel cost to perform the process "manage and process collections" as a percentage of total process cost
This measure calculates the percentage of the total cost to perform the process "manage and process collections" that comes from personnel cost. Core components of this…
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Personnel cost to perform the processes "process accounts receivable (AR)", "manage and process collections", and "manage and process adjustments/deductions" per $1,000 revenue
This measure calculates personnel cost per $1000 business entity revenue, to perform the processes "process accounts receivable (AR)", "manage and process collections", and …
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Measure Spotlights|
Personnel cost to perform the processes "process accounts receivable (AR)", "manage and process collections", and "manage and process adjustments/deductions" per process FTE
This measure calculates personnel cost per process full time equivalent (FTE), to perform the processes "process accounts receivable (AR)", "manage and process collections",…
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Number of FTEs that perform the process group "perform revenue accounting" per $1 billion revenue
This measure calculates the number of full-time equivalent employees per $1 billion revenue that perform the process group "perform revenue accounting," which involves…
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Measure Spotlights|
Number of FTEs that perform the processes "process accounts receivable (AR)", "manage and process collections", and "manage and process adjustments/deductions" per $1 billion revenue
This measure calculates the number of full-time equivalent employees per $1 billion revenue that process funds received, whether by check or electronically; coordinate and…
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Measure Spotlights|
Number of FTEs that perform the process "manage and process adjustments/deductions" per $1 billion revenue
This measure calculates the number of full-time equivalent employees (FTEs) per $1 billion revenue that perform the process "manage and process adjustments/deductions," which…