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|
Number of business entity employees per FTE in learning administration
This measure calculates the number of business entity employees per full-time equivalent (FTE) employee in learning administration, which handles scheduling courses,…
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Measure Spotlights|
Customer retention rate for customers attempting service cancellation
This measure calculates the customer retention rate (i.e. the number of customers who were active three years ago and are still active, divided by the number of customers who…
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Measure Spotlights|
Percentage of new hires that originated from employee referrals
This measure calculates the percentage of new hires sourced from employee referrals. It is part of a set of Supplemental Information measures that help companies evaluate…
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Measure Spotlights|
Number of FTEs that perform learning administration activities per $1 billion revenue
This measure calculates the number of full-time equivalent employees (FTEs) per $1 billion revenue that schedule courses, coordinate course attendance, print and/or…
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Measure Spotlights|
Percentage of training programs developed internally
This measure calculates the percentage of training programs developed internally. As part of a set of Supplemental Information measures, it helps companies evaluate…
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Measure Spotlights|
Percentage of active customers who are repeat customers
This measure calculates the percentage of active customers who are repeat customers. A customer is considered active if they have purchased a business entity's product at…
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Measure Spotlights|
New employees as a percentage of total business entity employees
This measure calculates the percentage of new employees out of total business entity employees. As part of a set of Supplemental Information measures, it helps companies…
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Measure Spotlights|
Number of new hires per FTE that performs the process group "recruit, source, and select employees"
This measure calculates the number of new hires per full-time equivalent (FTE) employee (including those in support locations, such as shared centers) that performs the…
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Permanent part-time new hires as a percentage of total new hires
This measure calculates the percentage of total new hires that are permanent part-time positions in which employees work fewer than 40 hours per week and have been hired for…
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Measure Spotlights|
Contingent new hires as a percentage of total new hires
This measure determines the percentage of total new hires that are temporary part-time workers, usually hired to work under a contract for a fixed period of time or specific…
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Measure Spotlights|
Hours spent developing new classroom training content per trainee
This measure calculates the number of hours spent per trainee on developing new classroom training content. It is part of a set of Process Efficiency measures that help…
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Measure Spotlights|
Hours spent developing new e-learning training content per trainee
This measure calculates the number of hours spent per trainee on developing new e-learning training content. It is part of a set of Process Efficiency measures that help…
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Measure Spotlights|
Permanent full-time new hires as a percentage of total new hires
This measure calculates the percentage of total new hires that are permanent full-time positions in which employees typically work 40 hours per week and have been hired for…
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Measure Spotlights|
Internal cost to perform learning administration activities per $1,000 revenue
This measure calculates the internal cost per $1,000 revenue for scheduling courses, coordinating course attendance, printing and/or distributing course/learning materials,…
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Measure Spotlights|
Internal cost to perform learning administration activities per business entity employee
This measure calculates the internal cost per business entity employee for scheduling courses, coordinating course attendance, printing and/or distributing course/learning…