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|
Total cost to perform the process "process customer credit" per $1,000 revenue
This measure calculates the total cost per $1,000 revenue to perform the "process customer credit" process, which evaluates customers' credit-worthiness, typically in…
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Measure Spotlights|
Cycle time in days for credit approval
This measure calculates the average number of calendar days (including weekends) it takes to receive credit approval. It is a Cycle Time measure that helps companies analyze…
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Voluntary terminations as a percentage of total business entity employee turnover
This measure calculates the percentage of total business entity employee turnover that was the result of employees voluntarily leaving the organization of their own accord…
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Measure Spotlights|
Involuntary terminations as a percentage of total business entity employee turnover
This measure calculates the percentage of total business entity employees that were terminated due to permanent layoff, redundancy, termination for cause, etc. As part of a…
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Measure Spotlights|
Involuntary terminations as a percentage of total business entity employees
This measure calculates the percentage of total business entity employees that were terminated due to permanent layoff, redundancy, termination for cause, etc. It is part of…
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Measure Spotlights|
Agent involuntary attrition rate
This measure determines the agent involuntary attrition rate, which is calculated by dividing the number of agents involuntarily terminated during the reporting period by the…
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Percentage of the work force that are expatriates
This measure calculates the percentage of work force that have been moved to another country to undertake a role within that country for their same organization. As part of a…
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Measure Spotlights|
Percentage of total finance function FTEs allocated to the process "manage and process collections"
This measure calculates the percentage of total finance function full-time equivalent employees (FTEs) that perform the process group "manage and process collection," which…
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Measure Spotlights|
Percentage of total finance function FTEs allocated to the process "process customer credit"
This measure calculates the percentage of total finance function full-time equivalent employees (FTEs) allocated to evaluating customers' credit-worthiness. The finance…
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Measure Spotlights|
Cycle time in days from identification of need for repatriation to date of transfer
This measure calculates the average cycle time in days for processing a repatriation—the process by which expatriate employees are moved back to their country of origin…
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Measure Spotlights|
Overhead cost to perform the process group "redeploy and retire employees" as a percentage of total process group cost
This measure calculates the percentage of the total cost to perform the process group "redeploy and retire employees" that comes from overhead cost. Activities in this…
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Measure Spotlights|
Systems cost to perform the process group "redeploy and retire employees" as a percentage of total process group cost
This measure calculates the percentage of the total cost to perform the process group "redeploy and retire employees" that comes from systems cost. Activities in this process…
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Total expatriation cost as a percentage of total cost of continuing operations
This measure calculates the total cost of expatriation—the process by which employees are moved to another country to undertake a role within that country for their current…
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Measure Spotlights|
Total relocation expenses as a percentage of total cost of continuing operations
This measure calculates the total cost of temporary or permanent relocation of employees to other cities, states, or countries in relation to total cost of continuing…
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Measure Spotlights|
Total expenditure for repatriation as a percentage of total cost of continuing operations
This measure calculates the total expenditure for repatriation—the process by which expatriate employees are moved back to their country of origin/permanent residence—in…