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 that participate in approaches and activities included in KM program, initiative, or service per $1 billion revenue
This measure calculates the number of business entity employees that participate in approaches and activities included in the knowledge management (KM) program, initiative,…
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Measure Spotlights|
Percentage of KM applications, platforms, or technologies hosted in the cloud
This measure calculates the percentage of knowledge management (KM) applications, platforms, or technologies hosted in the cloud. KM is the function responsible for…
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Measure Spotlights|
Percentage of funding for KM applications, platforms, or technologies from the KM program, initiative, or service
This measure calculates the percentage of funding for knowledge management (KM) applications, platforms, or technologies that comes from the KM program, initiative, or…
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Measure Spotlights|
Inbound contacts received via social media as a percentage of total inbound contacts
This measure calculates the percentage of total inbound contacts (i.e. queries that are initiated by the customer related to sales, information, technical support, customer…
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Measure Spotlights|
Inbound contacts received via dedicated mobile app as a percentage of total inbound contacts
This measure calculates the percentage of total inbound contacts (i.e. queries that are initiated by the customer related to sales, information, technical support, customer…
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Measure Spotlights|
Inbound contacts received via SMS as a percentage of total inbound contacts
This measure calculates the percentage of total inbound contacts (i.e. queries that are initiated by the customer related to sales, information, technical support, customer…
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Measure Spotlights|
Inbound contacts for the process "manage customer service" as a percentage of total inbound contacts
This measure calculates the percentage of total inbound contacts (i.e. queries that are initiated by the customer related to sales, information, technical support, customer…
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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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Percentage of manual sales order interventions caused by contract issues
This measure calculates the percentage of total manual sales order interventions that arise due to contract issues. It is part of a set of Supplemental Information measures…
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Measure Spotlights|
Percentage of manual sales order interventions caused by pricing issues
This measure calculates the percentage of total manual sales order interventions that arise due to pricing issues. It is part of a set of Supplemental Information measures…
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Measure Spotlights|
Percentage of manual sales order interventions caused by invoicing issues
This measure calculates the percentage of total manual sales order interventions that arise due to invoicing issues (e.g., cancellations/rebills). It is part of a set of…
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Measure Spotlights|
Percentage of manual sales order interventions caused by incorrect customer master data
This measure calculates the percentage of total manual sales order interventions that arise due to incorrect customer master data (e.g., wrong name or address). It is part of…
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Measure Spotlights|
Percentage of manual sales order interventions caused by other causes
This measure calculates the percentage of total manual sales order interventions that arise due to issues other than contract, pricing, invoicing (e.g., cancellations/rebills…
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Measure Spotlights|
Number of unique places available for users to search for information inside the organization
This measure calculates number of unique places available for users to search for information inside the organization. This Supplemental Information measure is intended to…
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Measure Spotlights|
First contact resolution rate for contacts received through "other" channels
This measure calculates the percentage of questions/issues received that are answered, addressed, and resolved by the end of the customer's initial contact when it's received…