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 HR function per FTE that performs the process group "redeploy and retire employees"
This measure calculates the total cost per "redeploy and retire employees" full-time equivalent (FTE) employee to perform the human resources (HR) function. These FTEs focus…
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Agent voluntary attrition rate
This measure determines the agent voluntary attrition rate, which is calculated by dividing the number of agents voluntarily terminated during the reporting period by the…
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Cycle time in days for the formal performance review process from start to finish for middle management/specialists
This measure calculates the number of calendar days (including weekends) required to complete the formal performance review process from start to finish for middle management…
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Cycle time in days for the formal performance review process from start to finish for Operational workers/office staff
This measure calculates the number of calendar days (including weekends) required to complete the formal performance review process from start to finish for operational…
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Cycle time in days for the formal performance review process from start to finish for senior management/executives
This measure calculates the number of calendar days (including weekends) required to complete the formal performance review process from start to finish for senior management…
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Percentage of middle management/specialists that receive a formal performance review
This measure calculates the percentage of middle management/specialists (i.e. managers with budgetary and/or supervisory responsibility who report to senior management and/or…
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Percentage of operational workers/office staff that receive a formal performance review
This measure calculates the percentage of operational workers/office staff (i.e. employees who do not have any management responsibility) that receive a qualitative or…
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Measure Spotlights|
Percentage of senior management/executives that receive a formal performance review
This measure calculates the percentage of senior management/executives (i.e. the highest-ranking officers and managers below executives) that receive a qualitative or…
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Percentage change in the total number of voluntary employee terminations in the past 12 months (pre- to post-Covid)
This measure calculates percentage change in the total number of voluntary employee terminations in the past 12 months (pre-Covid). Voluntary turnover (or termination)…
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Measure Spotlights|
Percentage change in the total number of involuntary employee terminations in the past 12 months (pre- to post-Covid)
This measure calculates percentage change in the total number of involuntary employee terminations in the past 12 months (pre-Covid). Involuntary turnover (or termination)…
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Cycle time in days for processing an employee's retirement
This measure calculates the average cycle time in days for the administration and execution of an employee's retirement, including calculation of pension benefits,…
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Number of monthly routine "redeploy and retire 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 total involuntary terminations that are middle management/specialists
This measure calculates the amount of middle management/specialists (i.e. managers with budgetary and/or supervisory responsibility who report to senior management and/or…
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Percentage of total involuntary terminations that are operational workers/office staff
This measure calculates the amount of operational workers/office staff (i.e. those who do not have any management responsibility) that were terminated due to permanent layoff…
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Measure Spotlights|
Percentage of total involuntary terminations that are senior management/executives
This measure calculates the amount of senior management/executives (i.e. highest-ranking officers and managers below executives) that were terminated due to permanent layoff,…