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|
Percentage of sales order line items requiring no human intervention to create, modify, or fulfill
This measure calculates the percentage of sales order line items that required no manual intervention to create, modify, or fulfill. A sales order line item is an individual…
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Measure Spotlights|
Percentage of customers opting out of receiving marketing messages from the organization
This measure calculates the percentage of customers opting out of receiving marketing messages from the organization. It is part of a set of Supplemental Information measures…
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Measure Spotlights|
Percentage of total annual sales revenue attributable to sales completed on social media
A major part of the process "manage sales orders" involves companies monitoring sales performance across different platforms. This measure calculates the percentage of total…
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Measure Spotlights|
Percentage of total annual sales revenue attributable to sales completed on mobile applications
A major part of the process "manage sales orders" involves companies monitoring sales performance across different platforms. This measure calculates the percentage of total…
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Measure Spotlights|
Percentage of total annual sales revenue attributable to sales completed through traditional face-to-face channels
A major part of the process "manage sales orders" involves companies monitoring sales performance across different platforms. This measure calculates the percentage of total…
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Measure Spotlights|
Percentage of total annual sales revenue attributable to sales completed through human-assisted channels other than face-to-face contact
A major part of the process "manage sales orders" involves companies monitoring sales performance across different platforms. This measure calculates the percentage of total…
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Measure Spotlights|
Percentage of total annual sales revenue attributable to sales completed through digital channels other than social media, website, or mobile applications
A major part of the process "manage sales orders" involves companies monitoring sales performance across different platforms. This measure calculates the percentage of total…
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Measure Spotlights|
Percentage of customer accounts set up for automatic cash application
This measure helps companies calculate the percentage of customer accounts that are set up for automatic cash application, a process in which cash receipts from customers are…
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Number of unique places available for users to search for information inside the organization
This measure calculates number of unique places available for users to search for information inside the organization. This Supplemental Information measure is intended to…
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Cycle time in days to perform the process "manage sales orders"
This measure calculates cycle time in days to perform the process "manage sales orders." The Process "manage sales orders" includes [Taking, receiving, processing, and…
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Measure Spotlights|
Percentage of KM applications, platforms, or technologies hosted on-premises
This measure calculates the percentage of knowledge management (KM) applications, platforms, or technologies hosted on-premises. KM is the function responsible for organizing…
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Measure Spotlights|
Percentage of funding for KM applications, platforms, or technologies from the IT group/function
This measure calculates the percentage of funding for knowledge management (KM) applications, platforms, or technologies that comes from the IT group/function. KM is the…
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Measure Spotlights|
Percentage of funding for KM applications, platforms, or technologies from one or more business units/functions whose employees are end-users of the application/platform
This measure calculates the percentage of funding for knowledge management (KM) applications, platforms, or technologies that comes from one or more business units/functions…
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Percentage of business entity employees that participate in approaches and activities included in KM program, initiative, or service
This measure calculates the percentage of business entity employees that participate in approaches and activities included in the knowledge management (KM) program,…
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Number of business entity employees per FTE that directly supports the business entity's knowledge management program
This measure calculates the number of business entity employees per full-time equivalent (FTE) employee that directly supports the business entity's knowledge management (KM)…