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|
Knowledge management specialist FTEs as a percentage of total KM FTEs
This measure calculates knowledge management specialist (responsible for supporting the design, implementation, maintenance, measurement, and enhancement of KM processes and…
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Measure Spotlights|
Content management specialist FTEs as a percentage of total KM FTEs
This measure calculates Content management specialist FTEs (Full Time Equivalents responsible for content curation and related services) as a percentage of total KM FTEs …
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Knowledge management communications manager/specialist FTEs as a percentage of total KM FTEs
This measure calculates knowledge management communications manager/specialist FTEs (Full time equivalents responsible for developing, managing, and publicizing messages to…
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IT analyst/technologist FTEs as a percentage of total KM FTEs
This measure calculates IT analyst/technologist FTEs (Full time equivalents responsible for supporting KM technology infrastructure, fulfilling KM technology needs, and/or…
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Percentage of total finance function FTEs allocated to the process "manage sales orders"
This measure calculates the percentage of finance function full-time equivalent employees (FTEs) who are allocated to the process "manage sales orders." Finance function FTEs…
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Average cost per sales order for orders received through new channels
This measure calculates the average cost of sales orders received through new channels (digital/electronic), which include internet, EDI, and mobile platforms. It is part of…
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Cycle time in hours from the time a sales order is received until the time manufacturing/logistics is notified
This measure calculates the number of hours elapsed between receipt of a sales order and notification of manufacturing/logistics. It is part of a set of Cycle Time measures…
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Total cost to perform the process "manage sales orders" as a percentage of total order-to-cash process cost
This measure calculates the percentage of total order-to-cash process cost that comes from the total cost to perform the process group "manage sales orders." The order-to…
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Percentage of qualified leads where the sale is closed
This measure calculates the percentage of qualified leads that close a sale. Qualified leads are prospective customers who have a demonstrated interest in the product or…
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Percentage of total cost for knowledge management program, initiative, or service allocated to personnel (contractor) costs directly associated with KM
This measure calculates the percentage of total cost for the knowledge management (KM) program, initiative, or service allocated to personnel (contractor) costs directly…
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Measure Spotlights|
Percentage of total cost for knowledge management program, initiative, or service allocated to external/outsourcing costs directly associated with KM
This measure calculates the percentage of total cost for the knowledge management (KM) program, initiative, or service allocated to external/outsourcing costs directly…
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Measure Spotlights|
Percentage of total cost for knowledge management program, initiative, or service allocated to systems costs for KM applications, platforms, and related technology
This measure calculates percentage of total cost for knowledge management (KM) program, initiative, or service allocated to systems costs for KM applications, platforms, and…
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Percentage of total cost for knowledge management program, initiative, or service allocated to KM meetings, events, marketing, and training
This measure calculates the percentage of total cost for the knowledge management (KM) program, initiative, or service allocated to KM meetings, events, marketing, and…
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Measure Spotlights|
Percentage of total cost for knowledge management program, initiative, or service allocated to other KM costs
This measure calculates the percentage of total cost for the knowledge management (KM) program, initiative, or service allocated to other KM costs. KM is responsible for…
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Measure Spotlights|
Total cost, excluding overhead cost, for the business entity's knowledge management program per $1,000 revenue
This measure calculates the total cost, excluding overhead cost, for the business entity's knowledge management (KM) program, per $1,000 revenue. KM is responsible for…