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 business resiliency and risk", including depreciation/amortization, per $1,000 revenue
This measure calculates the total cost (including depreciation/amortization) per $1,000 revenue to perform the process "manage business resiliency and risk." Functions of…
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Percentage of business entity IT FTEs who perform the process group "manage business resiliency and risk"
This measure calculates the percentage of business entity IT full-time equivalent employees (FTEs) who perform the process group "manage business resiliency and risk"…
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Percentage of manual sales order interventions caused by contract issues
This measure calculates the percentage of total manual sales order interventions that arise due to contract issues. It is part of a set of Supplemental Information measures…
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Percentage of manual sales order interventions caused by pricing issues
This measure calculates the percentage of total manual sales order interventions that arise due to pricing issues. It is part of a set of Supplemental Information measures…
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Percentage of manual sales order interventions caused by invoicing issues
This measure calculates the percentage of total manual sales order interventions that arise due to invoicing issues (e.g., cancellations/rebills). It is part of a set of…
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Percentage of manual sales order interventions caused by incorrect customer master data
This measure calculates the percentage of total manual sales order interventions that arise due to incorrect customer master data (e.g., wrong name or address). It is part of…
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Percentage of manual sales order interventions caused by other causes
This measure calculates the percentage of total manual sales order interventions that arise due to issues other than contract, pricing, invoicing (e.g., cancellations/rebills…
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Total cost to perform the process group "deliver service to customer" as a percentage of total supply chain function cost
This measure calculates the percentage of the total cost of the supply chain function allocated to the process group "deliver service to customer," which involves validating…
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Measure Spotlights|
Total cost to perform the process group "deliver service to customer" per $1,000 revenue
This measure calculates total cost to perform the process group "deliver service to customer" per $1000 business entity revenue. Total cost is the sum of personnel …
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Measure Spotlights|
Total cost to perform the process group "deliver service to customer" per $1 billion revenue
This measure calculates total cost to perform the process group "deliver service to customer" per $1 billion revenue. Total cost is the sum of personnel (compensation…
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Average cycle time in days from detection-to-correction of warranty issues
This measure calculates average cycle time in days to complete the detection to correction cycle time for warranty issues. The detection to correction cycle time begins when…
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Warranty accrual rate
This measure calculates the amount of revenue that is set aside to pay warranty claims in the 12-month period as a percentage of total business entity revenue for the period…
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Warranty claims rate
This measure calculates the total value of warranty claims paid in the 12-month period as a percentage of total business entity revenue for the period. A warranty claim is a…
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Warranty cost forecast accuracy
This measure calculates warranty cost forecast accuracy by taking 100% minus the forecast variance amount. Forecast variance amount is the absolute difference between…
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Measure Spotlights|
Average annual product return rate
This measure calculates the total number of products returned in the 12-month period as a percentage of the total number of products sold in the same period. This Process…