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 total IT cost, excluding depreciation/amortization, allocated to process group "manage enterprise information"
This measure calculates the percentage of IT budget, excluding depreciation/amortization for assets acquired during current period, allocated to the process group "manage…
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Measure Spotlights|
Total cost to perform the process group "manage enterprise information", excluding depreciation/amortization, per $1,000 revenue
This measure calculates the total cost (excluding depreciation/amortization) per $1,000 revenue to perform the process group "manage enterprise information," which consists…
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Measure Spotlights|
Number of IT FTEs that perform the process group "manage enterprise information" per $1 billion revenue
This measure calculates the number of IT full-time equivalent employees (FTEs) that perform the process group "manage enterprise information," which consists of understanding…
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Percentage of business entity IT FTEs who perform the process group "manage enterprise information"
This measure calculates the percentage of IT full-time equivalent employees (FTEs) who perform the process group "manage enterprise information," which consists of…
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Length in years of information architecture planning horizon
This measure calculates the number of years of information architecture planning horizon. Information architecture includes defining information elements, composite structure…
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Other cost to perform 'define customer management strategy' activities per $1,000 revenue
This measure calculates costs other than personnel, systems, overhead, and outsourced to perform 'define customer management strategy' activities per $1,000 revenue. Other…
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Outsourced cost to perform 'define customer management strategy' activities per $1,000 revenue
This measure calculates outsourced cost to perform 'define customer management strategy' activities per $1,000 revenue. Other cost refers to costs other than personnel,…
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Overhead cost to perform 'define customer management strategy' activities per $1,000 revenue
This measure calculates overhead cost (direct and/or allocated to the site) to perform 'define customer management strategy' activities per $1,000 revenue. Overhead costs…
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Agent schedule adherence
This measure evaluates how well agents adhere to the schedule prescribed to them for a specific shift, including break times, back office times, etc. It is part of a set of…
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Average call handling time in seconds
This measure calculates the amount of time an agent spends handling a call. It is part of a set of Cycle Time measures that help companies optimize the performance of their …
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Bridge rate
This measure calculates bridge rate. Bridge rate is defined as the total annual number of inbound contacts where a cross-sell or up-sell sales attempt was made, divided by…
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Forecast accuracy for long-term planning
This measure calculates forecast accuracy computed by workforce management software for long-term planning (three to six months advanced planning). This Process Efficiency…
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Forecast accuracy for short-term planning
This measure calculates forecast accuracy computed by workforce management software for short-term planning (defined as 24 hours through four weeks advanced planning). This…
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Measure Spotlights|
Number of FTEs that perform 'define customer management strategy' activities per $1 billion revenue
This measure calculates total number of full time equivalents (FTEs) who perform 'define customer management strategy' activities per $1 billion revenue. Defining the…
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Measure Spotlights|
Personnel cost to perform 'define customer management strategy' activities per $1,000 revenue
This measure calculates personnel cost to perform 'define customer management strategy' activities per $1,000 revenue. Personnel cost refers to employee personnel…