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.
Looking for something specific?
Ask Us-
Measure Spotlights|
Percentage of unscheduled outages from release introductions
This measure calculates the percentage of unscheduled outages (i.e. outages that were not scheduled before implementation of a change) due to release introductions. It is…
-
Measure Spotlights|
Percentage of total IT cost, including depreciation/amortization, allocated to process group "deliver and support information technology services"
This measure calculates the percentage of total IT cost, including depreciation/amortization, allocated to the process group "deliver and support information technology…
-
Measure Spotlights|
Percentage of total IT cost, including depreciation/amortization, allocated to process group "deploy information technology solutions"
This measure calculates the percentage of total IT cost, including depreciation/amortization, allocated to the process group "deploy information technology solutions," which…
-
Measure Spotlights|
Percentage of "develop and manage HR planning, policies, and strategies" inquiries received via channels other than e-mail, phone, and face-to-face
This measure calculates the percentage of inquiries received via channels other than e-mail, phone, and face-to-face for the process "develop and manage HR planning, policies…
-
Measure Spotlights|
Percentage of "develop and manage HR planning, policies, and strategies" inquiries received via e-mail
This measure calculates the percentage of inquiries received via e-mail for the process "develop and manage HR planning, policies, and strategies," which consists of…
-
Measure Spotlights|
Percentage of "develop and manage HR planning, policies, and strategies" inquiries received via face-to-face
This measure calculates the percentage of inquiries received via face-to-face for the process "develop and manage HR planning, policies, and strategies," which consists of…
-
Measure Spotlights|
Percentage of "develop and manage HR planning, policies, and strategies" inquiries received via phone
This measure calculates the percentage of inquiries received via phone for the process "develop and manage HR planning, policies, and strategies," which consists of workforce…
-
Measure Spotlights|
Percentage of overall HR staff time spent on work force planning
This measure calculates the percentage of overall HR staff time spent on work force planning. Work force planning requires an organization to compare the size and makeup of…
-
Measure Spotlights|
Percentage of total IT cost, including depreciation/amortization, allocated to process group "develop and maintain information technology solutions"
This measure calculates the percentage of total IT cost, including depreciation/amortization, allocated to the process group "develop and maintain information technology…
-
Measure Spotlights|
Number of service oriented architecture services implemented
This measure calculates the number of service-oriented architecture (SOA) services implemented in production. SOA refers to an application design and programming paradigm in…
-
Measure Spotlights|
Number of development projects for the current year less than $100,000
This measure calculates their number of development projects for the current year that cost less than $100,000. It is part of a set of Supplemental Information measures that…
-
Measure Spotlights|
Average time in weeks to fulfill a complex information need
This measure calculates the average number of weeks it takes to fulfill a complex information need. A complex need is defined as one that requires external & internal data…
-
Measure Spotlights|
Average time in weeks to fulfill a medium complex information need
This measure calculates the average number of weeks it takes to fulfill a medium complex information need. A medium complex need is defined as one that involves data…
-
Measure Spotlights|
Average time in minutes to resolve highest priority problems (current year)
This measure calculates the number of minutes it takes for the IT service management team to resolve the highest priority problems for the current year. It tracks the time…
-
Measure Spotlights|
Average time in minutes to respond to highest priority problem (current year)
This measure calculates the number of minutes it takes for the IT service management team to respond to the highest priority problem for the current year. It tracks the time…