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|
Retail customer lifetime value
This measure calculates customer lifetime value (CLV) for the retail operation. CLV is defined by the following equation: Margin * (Customer Retention Rate / ((1 + Discount…
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Annual percentage change in retail customer purchase frequency
This measure calculates annual percentage change in retail customer purchase frequency. Customer purchase frequency is defined as the number of times a customer has made a…
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Retail shopping cart abandonment rate
This measure calculates shopping cart abandonment for the business entity website. Shopping cart abandonment rate is calculated as follows: 100% - [Completed transactions as…
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Number of business entity employees per FTE that performs payroll administration activities
This measure calculates the number of business entity employees per full-time equivalent (FTE) employee that maintains and administers employee earnings and deduction…
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Percentage of total FTEs that perform the process group "process payroll" that perform the process "manage pay"
This measure calculates the percentage of full-time equivalent employees (FTEs) that perform the process group "process payroll"—which consists of payment of salaries and…
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Measure Spotlights|
Percentage of total FTEs that perform the process group "process payroll" that perform the process "process payroll taxes"
This measure calculates the percentage of full-time equivalent employees (FTEs) that perform the process group "process payroll"—which consists of payment of salaries and…
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Measure Spotlights|
Percentage of total FTEs that perform the process group "process payroll" that perform the process "report time"
This measure calculates percentage of full-time equivalent employees (FTEs) that perform the process group "process payroll"—which consists of payment of salaries and wages…
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Personnel cost to perform the process group "process payroll" per $1,000 revenue
This measure calculates personnel cost per $1,000 revenue to perform the process group "process payroll," which consists of the payment of salaries and wages in accordance…
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Personnel cost to perform the process group "process payroll" as a percentage of the total process group cost
This measure calculates the percentage of the total cost to perform the "process payroll" process that comes from personnel cost. The purpose of this process is to pay…
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Measure Spotlights|
Number of FTEs that perform the process "process payroll taxes" per $1 billion revenue
This measure calculates the number of full-time equivalent employees (FTEs) per $1 billion revenue that ensure regulatory and statutory compliance for payroll tax obligations…
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Total cost to perform the process group "process payroll" as a percentage of revenue
This measure calculates the total cost as a percentage of revenue to perform the process group "process payroll," which consists of the payment of salaries and wages in…
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Measure Spotlights|
Total cost to perform the process group "process payroll" per $1,000 revenue
This measure calculates the total cost per $1,000 revenue to perform the process group "process payroll," which consists of the payment of salaries and wages in accordance…
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Total cost to perform the process group "process payroll" per disbursement
This measure calculates the total cost per disbursement (i.e. a transfer of funds from the payroll department to an employee, including all payment methods and types) to…
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Measure Spotlights|
Total cost to perform the process group "process payroll" per process group FTE
This measure calculates the total cost per process group full-time equivalent (FTE) employee to perform the process group "process payroll," which consists of the payment of…
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Measure Spotlights|
Total cost to perform the process "process payroll taxes" per $1,000 revenue
This measure calculates the total cost per $1,000 revenue to perform the "process payroll taxes" process, which ensures regulatory and statutory compliance for payroll tax…