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.
Looking for something specific?
Ask Us-
Measure Spotlights|
Percentage of customers using your business entity's website for information gathering on your business entity's products/services
This measure calculates the average percentage of customers that gather information on a business entity's products/services via the website (companyname.com). It is part of…
-
Measure Spotlights|
Percentage of customers using social media for information gathering on your business entity's products/services
This measure calculates the percentage of customers that gather information on a business entity's products/services via social media (i.e. interactions via social platforms…
-
Measure Spotlights|
Percentage of customers using mobile applications for information gathering on your business entity's products/services
This measure calculates the percentage of customers that gather information on a business entity's products/services via mobile applications. It is part of a set of…
-
Measure Spotlights|
Percentage of customers using traditional face-to-face contact for information gathering on your business entity's products/services
This measure calculates the percentage of customers that gather information on a business entity's products/services via traditional face-to-face contact. It is part of a set…
-
Measure Spotlights|
Percentage of customers using indirect marketing for information gathering on your business entity's products/services
This measure calculates the percentage of customers that gather information on a business entity's products/services via indirect marketing (e.g., billboards, print, radio/TV…
-
Measure Spotlights|
Number of IT FTEs that perform the process group "deliver and support information technology services" per $1 billion revenue
This measure calculates the number of full-time equivalent employees (FTEs) per $1 billion revenue dedicated to the process group "deliver and support information technology…
-
Measure Spotlights|
Number of IT FTEs that perform the process group "deploy information technology solutions" per $1 billion revenue
This measure calculates the number of full-time equivalent employees (FTEs) per $1 billion revenue dedicated to the process group "deploy information technology solutions,"…
-
Measure Spotlights|
Number of IT FTEs that perform the process group "develop and maintain information technology solutions" per $1 billion revenue
This measure calculates the number of IT full-time equivalent employees (FTEs) per $1 billion revenue that produce, develop and test new, enhanced, and improved solutions;…
-
Measure Spotlights|
Average time in hours to resolve a service commitment disruption
This measure calculates the average number of hours it takes to resolve a service commitment disruption. A service commitment disruption refers to a situation where a Service…
-
Measure Spotlights|
Percentage of business entity IT FTEs who perform the process group "develop and maintain information technology solutions"
This measure calculates the percentage of IT full-time equivalent employees (FTEs) who produce, develop and test new, enhanced, and improved solutions; enable services that…
-
Measure Spotlights|
Percentage of total IT cost, excluding depreciation/amortization, allocated to process group "deliver and support information technology services"
This measure calculates the percentage of total IT cost, excluding depreciation/amortization, allocated to the process group "deliver and support information technology…
-
Measure Spotlights|
Percentage of total IT cost, excluding depreciation/amortization, allocated to process group "deploy information technology solutions"
The measure calculates the percentage of the total IT cost, excluding depreciation/amortization, allocated to the process group "deploy information technology solutions,"…
-
Measure Spotlights|
Percentage of total IT cost, excluding depreciation/amortization, allocated to process group "develop and maintain information technology solutions"
This measure calculates the percentage of total IT cost, excluding depreciation/amortization for assets acquired during current reporting period, allocated to the process…
-
Measure Spotlights|
Total cost to perform the process group "deliver and support information technology services", excluding depreciation/amortization, per $1,000 revenue
This measure calculates the total cost (excluding depreciation/amortization) per $1,000 revenue to perform the process group "deliver and support information technology…
-
Measure Spotlights|
Total cost to perform the process group "deploy information technology solutions", excluding depreciation/amortization, per $1,000 revenue
This measure calculates the total cost (excluding depreciation/amortization) per $1,000 revenue to perform the process group "deploy information technology solutions," which…