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|
Systems cost to perform the process group "manage employee relations" as a percentage of total process group cost
This measure calculates systems cost to perform the process group "manage employee relations" as a percentage of total process group cost. Systems cost refers to a variety of…
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Measure Spotlights|
Overhead and other cost to perform the process group "manage employee relations" as a percentage of total process group cost
This measure calculates overhead and other cost to perform the process group "manage employee relations" as a percentage of total process group cost. Overhead cost refers to…
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Measure Spotlights|
Number of monthly routine "manage employee information" inquiries per business entity employee
This measure calculates the number of monthly routine inquiries (i.e. those received on a regular basis that require a standard response) received per business entity…
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Number of monthly non-routine "manage employee information" inquiries per business entity employee
This measure calculates the number of monthly non-routine inquiries (i.e. those that require complex responses and subject-matter expert escalation) received per business…
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Percentage of "manage employee information" inquiries received that are non-routine
This measure calculates the percentage of inquiries received for the process "manage employee information"—which consists of management reporting, employee information…
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Measure Spotlights|
Percentage of "manage employee information" inquiries received that are routine
This measure calculates the percentage of inquiries received for the process "manage employee information"—which consists of management reporting, employee information…
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Percentage of total returns flow generated due to stock-balancing/marketing returns
This measure calculates the percentage of total returns flow generated due to balancing/marketing returns. It is part of a set of Supplemental Information measures that help…
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Percentage of total returns flow generated due to transit damage
This measure calculates the percentage of total returns flow generated due to transit damage. It is part of a set of Supplemental Information measures that help companies…
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Percentage of returned goods that are remanufactured and resold through a secondary channel
This measure calculates the percentage of returned goods that are remanufactured and resold through a sales channel outside of a company's primary sales channel (e.g., outlet…
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Measure Spotlights|
Percentage of returned goods that are resold as-is through a secondary channel
This measure calculates the percentage of returned goods that are resold as-is through a sales channel outside of a company's primary sales channel (e.g., outlet stores,…
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Percentage of returned goods that are sold as scrap
This measure calculates the percentage of returned goods that are sold as scrap. It is part of a set of Supplemental Information measures that help companies evaluate…
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Percentage of total returns flow generated due to disposal requirements
This measure calculates the percentage of total returns flow generated because of requirements to discard products or components, often to a landfill or equivalent waste…
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Percentage of total returns flow generated due to field service/corrective action
This measure calculates the percentage of total returns flow generated due to field service/corrective action. It is part of a set of Supplemental Information measures that…
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Percentage of total returns flow generated due to warranty/end-of-life returns
This measure calculates the percentage of total returns flow generated due to warranty/end-of-life returns. It is part of a set of Supplemental Information measures that help…
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Percentage of returned goods that are donated
This measure calculates the percentage of returned goods that are donated. It is part of a set of Supplemental Information measures that help companies evaluate additional…