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 placed over the internet
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Percentage of sales order line items placed through WAP
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Percentage of sales order line items placed through direct connection to system
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Total cost to perform the process "manage employee performance" as a percentage of the total cost to perform the process group "develop and counsel employees"
This measure calculates the percentage of total cost to perform the process group "develop and counsel employees" allocated to the process "manage employee performance"…
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Average cost to resolve a service-after-sales request for contact centers or similar remote assistance channel
This measure calculates the average cost incurred when contact centers or remote channels deal with post-sale service requests. Service-after-sales requests can be for…
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Average cost to resolve a service-after-sales request for the customer self-service channel
This measure calculates the average cost incurred when a customer is able to resolve a post-sale service request on their own via a customer self-service channel. Service…
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Average cost to resolve a service-after-sales request for on-site visits
This measure calculates the average cost incurred when on-site visits are used to deal with post-sale service requests. Service-after-sales requests can be for discounted…
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Cycle time in hours before automation 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 before automation of the sales order process…
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Cycle time in hours after automation 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 after automation of the sales order process…
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Percentage effect of sales order processing automation on overall profitability
This measure calculates the effect of implementing sales order process automation, which makes use of automated tools like hand-held terminals and scanning devices, on…
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Annual personnel cost savings through sales order processing automation for the process "manage sales orders" per $1 billion revenue
This measure calculates how much a company saves each year in personnel cost (employee salaries/wages, bonuses, benefits, etc.) per $1 billion revenue when automation is…
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Inbound calls for the process "manage sales orders" as a percentage of total inbound calls
This measure calculates the average number of inbound calls for the process "manage sales orders" as a percentage of total inbound calls. Inbound calls refer to any queries …
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Percentage of revenue attributed to direct sources three reporting periods ago
This measure calculates the percentage of revenue associated with direct sources (i.e. primary business channels) for the past three consecutive reporting periods. As part of…
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Percentage of revenue attributed to e-commerce three reporting periods ago
This measure calculates the percentage of revenue associated with e-commerce (i.e. over the internet) for the past three consecutive reporting periods. As part of a set of…
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Percentage of revenue attributed to indirect sources three reporting periods ago
This measure calculates the percentage of revenue associated with indirect sources (i.e. areas other than primary business channels) for the past three reporting periods. As…