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 "manage employee performance" per business entity employee
This measure calculates total annual cost per business entity employee to perform the process "manage employee performance". Total cost is the sum of personnel (compensation…
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Average time-to-productivity in calendar days for new hires
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Total cost to perform the processes "manage employee development" and "develop and train employees" per $1,000 revenue
This measure calculates the total cost per $1,000 revenue to perform the processes "manage employee development" and "develop and train employees." These two processes…
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Measure Spotlights|
Percentage of sales force that made their quotas/targets in the last 12-month reporting period
This measure calculates the percentage of the sales force that hit their designated quotas/targets in the last 12-month reporting period. It is part of a set of Staff…
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Measure Spotlights|
Average sales cycle time in calendar days from the time the lead/opportunity is identified and the sale is closed
This measure calculates the average number of calendar days elapsed from the time the lead/opportunity is identified until the sale is closed. It is a Cycle Time measure that…
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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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Number of active customers per sales FTE
This measure calculates the number of active customers per sales full-time equivalent employee (FTE). A customer is considered active if they have purchased a business entity…
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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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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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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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Sales force turnover rate
This measure calculates sales force turnover rate. Sales force turnover refers to the percentage of total sales employees who left during the past year, whether voluntary or…