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|
Personnel cost to perform the process group "manage employee information" per process group FTE
This measure calculates personnel cost to perform the process group "manage employee information" per process group full-time equivalent employee (FTE). Personnel cost refers…
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Measure Spotlights|
Cycle time in days required to resolve an employee grievance
This measure calculates how many days it takes a business entity to resolve an employee grievance from the moment it is received to when it is resolved. It is a Cycle Time…
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Measure Spotlights|
Personnel cost to perform the process group "manage employee relations" per $1,000 revenue
This measure calculates personnel cost to perform the process group "manage employee relations" per $1,000 business entity revenue. Personnel cost refers to employee…
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Measure Spotlights|
Personnel cost to perform the process group "manage employee relations" per business entity employee
This measure calculates personnel cost to perform the process group "manage employee relations" per business entity employee. Personnel cost refers to employee personnel…
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Measure Spotlights|
Personnel cost to perform the process group "manage employee relations" as a percentage of total process group cost
This measure calculates personnel cost to perform the process group "manage employee relations" as a percentage of total process group cost. Personnel cost refers to employee…
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Measure Spotlights|
Systems cost to perform the process group "manage employee relations" as a percentage of total process group cost
This measure calculates systems cost to perform the process group "manage employee relations" as a percentage of total process group cost. Systems cost refers to a variety of…
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Measure Spotlights|
Overhead and other cost to perform the process group "manage employee relations" as a percentage of total process group cost
This measure calculates overhead and other cost to perform the process group "manage employee relations" as a percentage of total process group cost. Overhead cost refers to…
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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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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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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|
Number of monthly routine "manage employee information" 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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Number of monthly non-routine "manage employee information" 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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Percentage of "manage employee information" inquiries received that are non-routine
This measure calculates the percentage of inquiries received for the process "manage employee information"—which consists of management reporting, employee information…