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|
Inbound contacts for the process "manage sales orders" as a percentage of total inbound contacts
This measure calculates the percentage of customer-initiated inquiries (related to sales, information, technical support, customer service, or complaints) that come from the…
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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|
Cycle time in days for the formal performance review process from start to finish for middle management/specialists
This measure calculates the number of calendar days (including weekends) required to complete the formal performance review process from start to finish for middle management…
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Measure Spotlights|
Cycle time in days for the formal performance review process from start to finish for Operational workers/office staff
This measure calculates the number of calendar days (including weekends) required to complete the formal performance review process from start to finish for operational…
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Measure Spotlights|
Cycle time in days for the formal performance review process from start to finish for senior management/executives
This measure calculates the number of calendar days (including weekends) required to complete the formal performance review process from start to finish for senior management…
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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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Measure Spotlights|
Operational workers or office staff overtime pay as a percentage of total pay (including cost of benefits)
This measure calculates overtime pay for operational workers or office staff, as a percentage of total pay (including cost of benefits). Operational workers/office staff…
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Measure Spotlights|
Number of days absent per employee including maternity and paternity leave
This measure calculates the number of days absent annually per employee, including absences for maternity and paternity leave. As part of a set of Supplemental Information…
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Measure Spotlights|
Percentage of middle management/specialists that receive a formal performance review
This measure calculates the percentage of middle management/specialists (i.e. managers with budgetary and/or supervisory responsibility who report to senior management and/or…