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|
Length in years of information architecture planning horizon
This measure calculates the number of years of information architecture planning horizon. Information architecture includes defining information elements, composite structure…
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Percentage of IT purchases where the key decisions are made outside of the IT organization
This measure calculates the percentage of IT purchases where the key decisions are made outside of the IT organization. It is part of a set of Supplemental Information…
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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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Percentage of internal IT employees outside of the IT function in other business units
This measure calculates the percentage of internal IT employees outside of the IT function in other business units. The Function "manage information technology (IT)" (20607)…
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Annual revenue impact through investment in advanced analytics
This measure calculates the impact on annual revenue through investment in advanced analytics. It is a percentage change, and a negative number indicates decrease in revenue…
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Percentage of new applications that is developed on cloud (cloud native applications)
This measure calculates percentage of new applications that is developed on cloud (cloud native applications). Cloud computing is technology that allows users to access and…
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Percentage of IT contractors in the IT function
This measure calculates the percentage of IT contractors in the IT function. The Function "manage information technology (IT)" (20607) includes [Managing process groups…
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Percentage of the IT organization's spending dedicated to advanced analytics
This measure calculates the percentage of the IT organization's spending dedicated to advanced analytics. The Function "manage information technology (IT)" (20607) includes …
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Facilities/overhead cost as a percentage of total IT cost, excluding depreciation/amortization
This measure calculates the cost for facilities/overhead including the facilities that support data centers as a percentage of the total IT cost. Total IT Cost or Budget …
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Measure Spotlights|
Percentage of total IT internal personnel cost, excluding depreciation/amortization, allocated to activities other than application development, application maintenance, or infrastructure
This measure calculates the percentage of total IT internal personnel cost (including benefits), excluding depreciation/amortization, allocated to activities other than…
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Percentage of internal IT employees in the IT function
This measure calculates the percentage of internal IT employees in the IT function. The Function "manage information technology (IT)" (20607) includes [Managing process…
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Total IT capital cost, excluding depreciation/amortization, per business entity FTE
This measure calculates the total IT capital cost, excluding any depreciation/amortization allocated to the fiscal year for capital assets acquired in the current period, per…
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Total IT operating cost, excluding depreciation/amortization, per business entity FTE
This measure calculates the total IT operating cost excluding depreciation/amortization, per business entity full-time equivalent employee. When calculating this measure…