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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|
Value added productivity per employee
This measure calculates the value added productivity (total product revenue less total material purchases) per employee. It is part of a set of Staff Productivity measures…
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Measure Spotlights|
Value of inventory shrinkage as a percentage of cost of goods sold (COGS)
This measure determines the value of inventory shrinkage (i.e. costs associated with breakage, pilferage, and deterioration of inventories) as a percentage value of cost of…
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Measure Spotlights|
First contact resolution rate for contacts received through "other" channels
This measure calculates the percentage of questions/issues received that are answered, addressed, and resolved by the end of the customer's initial contact when it's received…
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Measure Spotlights|
Response time in minutes for inbound requests coming from web chat or instant messaging including virtual agents
This measure calculates response time in minutes for inbound requests (i.e. queries initiated by the customer) coming from web chat or instant messaging (i.e. systems for…
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Measure Spotlights|
Response time in minutes for inbound requests coming from call backs
This measure calculates response time in minutes for inbound requests (i.e. queries initiated by the customer) coming from call backs. It is part of a set of Cycle Time…
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Measure Spotlights|
First contact resolution rate for dedicated mobile applications ("apps")
This measure calculates the percentage of questions/issues received that are answered, addressed, and resolved by the end of the customer's initial contact when it's received…
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First contact resolution rate for postal mail
This measure calculates the percentage of questions/issues received that are answered, addressed, and resolved by the end of the customer's initial contact when it's received…
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Measure Spotlights|
First contact resolution rate for web self-service contacts
This measure calculates the percentage of questions/issues received that are answered, addressed, and resolved by the end of the customer's initial contact when it's received…
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This measure calculates freight cost to perform the process "operate outbound transportation"—which involves preparing goods for delivery from a warehouse to a receiving…
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Measure Spotlights|
Other cost to perform the process "define logistics strategy" per $1,000 revenue
This measure calculates other cost (i.e. costs other than personnel, equipment, material, systems, outsourced, or overhead costs) per $1,000 revenue to translate customer…
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Measure Spotlights|
Outsourced cost to perform the process "define logistics strategy" per $1,000 revenue
This measure calculates outsourced cost per $1,000 revenue to translate customer service requirements into capacity requirements and lead-time requirements; design the…
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Measure Spotlights|
Overhead cost to perform the process "define logistics strategy" per $1,000 revenue
This measure calculates overhead cost per $1,000 revenue to translate customer service requirements into capacity requirements and lead-time requirements; design the…
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Measure Spotlights|
Direct labor as a percentage of total labor used in the process group "manage logistics and warehousing"
This measure calculates the percentage of total labor that is direct labor in the process group "manage logistics and warehousing," which plans, implements, and controls the…
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Measure Spotlights|
Number of FTEs that perform the process "define logistics strategy" as a percentage of process group "manage logistics and warehousing" FTEs
This measure calculates number of full time equivalents (FTEs) that perform the process "define logistics strategy" as a percentage of process group "manage logistics and…
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Measure Spotlights|
Number of FTEs that perform the process "operate warehousing" as a percentage of process group "manage logistics and warehousing" FTEs
This measure calculates number of full time equivalents (FTEs) that perform the process "operate warehousing" as a percentage of process group "manage logistics and…