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 FTEs that perform the customer order management function per $1 billion revenue
This measure calculates the number of full-time equivalent employees (FTEs) tending to the customer order management function per $1 billion revenue. Customer order…
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Measure Spotlights|
Overhead cost of the customer order management function as a percentage of total function cost
This measure calculates the percentage of the total cost of the customer order management function that comes from overhead cost. Overhead costs refer to those that an…
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Measure Spotlights|
Other cost of the customer order management function as a percentage of the total function cost
This measure calculates the percentage of the total cost of running the customer order management function that comes from other costs not already covered in the other system…
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Measure Spotlights|
Outsourced cost of the customer order management function as a percentage of total function cost
This measure calculates the percentage of the total cost of the customer order management function that comes from outsourcing. The outsourced cost refers to the total cost…
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Measure Spotlights|
Total cost to perform the customer order management function per $1,000 revenue
This measure calculates the total cost of all processes involved in the customer order management function, from the point of order to delivery and invoicing, per $1,000…
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Measure Spotlights|
Total cost of the customer order management function per function FTE
This measure calculates the total cost of all processes involved in the customer order management function, from the point of order to delivery and invoicing, per full-time…
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Measure Spotlights|
Personnel cost of the customer order management function as a percentage of total function cost
This measure calculates the percentage of the total cost of the customer order management function that comes from personnel cost. Personnel cost includes employee salaries…
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Measure Spotlights|
Combined personnel and systems costs of the customer order management function as a percentage of the total cost the function
This measure calculates the percentage of the total cost of running the customer order management function that comes from personnel (employee compensation and benefits) and…
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Measure Spotlights|
Systems cost of the customer order management function as a percentage of total function cost
This measure calculates the percentage of the total cost of running the customer order management function that comes from systems cost. Systems costs include a variety of…
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Measure Spotlights|
Percentage of "manage employee information" inquiries received via e-mail
This measure calculates the percentage of inquiries received via e-mail for the process "manage employee information," which consists of management reporting, employee…
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Measure Spotlights|
Percentage of "manage employee information" inquiries received via face-to-face
This measure calculates the percentage of inquiries received via face-to-face interaction for the process "manage employee information," which consists of management…
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Measure Spotlights|
Percentage of "manage employee information" inquiries received via phone
This measure calculates the percentage of inquiries received via phone for the process "manage employee information," which consists of management reporting, employee…