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|
Total cost of quality per $100,000 revenue
This measure calculates the total cost (per $100,000) revenue associated with deploying quality products and processes, including process quality as well as post mortem…
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Measure Spotlights|
Number of sales order lines per FTE performing the process group "plan for and align supply chain resources"
This measure calculates the number of sales order lines per FTE (Full Time Equivalent) performing the process group "plan for and align supply chain resources". A sales order…
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Measure Spotlights|
Outsourced cost to perform the process "manage sales orders", "manage customer requests/inquiries", and "manage customer complaints" per call contact
This measure identifies the outsourced cost (total cost of all aspects of a process transferred to a third party, minus one-time developments/improvements of systems) on a…
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Measure Spotlights|
Overhead cost to perform the processes "manage sales orders", "manage customer service requests/inquiries", and "manage customer complaints" per inbound contact
This measure calculates, per inbound contact, overhead cost (i.e. costs that an organization cannot identify as direct costs of performing a process; these include occupancy,…
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Total cost to perform the processes "manage sales orders", "manage customer service requests/inquiries", and "manage customer complaints" per active customer
This measure the total costs associated with these three processes per active customer. These processes involve managing a customer before and after delivery, and obtaining…
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Measure Spotlights|
Total cost to perform the processes "manage sales orders", "manage customer service requests/inquiries", and "manage customer complaints" per inbound contact
This measure the total costs associated with these three processes per active customer. These processes involve managing a customer before and after delivery, and obtaining…
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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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Inbound contacts for the process "manage sales orders" as a percentage of total inbound contacts
This measure calculates the percentage of customer-initiated inquiries (related to sales, information, technical support, customer service, or complaints) that come from the…
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Measure Spotlights|
Percentage of sales order line items requiring no human intervention to create, modify, or fulfill
This measure calculates the percentage of sales order line items that required no manual intervention to create, modify, or fulfill. A sales order line item is an individual…
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Demand/supply planning costs per $1,000 revenue
This measure calculates the costs (per $1,000 revenue) associated with forecasting, developing finished goods or end item inventory plans, and coordinating the demand/supply…
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Forecast accuracy as a percentage of units shipped
Forecast accuracy compares forecasted demand to actual demand. This measure calculates it for products and/or families for markets/distribution channels in unit measurement…
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Value added productivity per employee
This measure calculates the value added productivity (total product revenue less total material purchases) per employee. It is part of a set of Staff Productivity measures…
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Systems cost to perform the process group "plan for and align supply chain resources" per $100,000 revenue
This measure calculates the amount of systems cost per $100,000 revenue to perform the process group "plan for and align supply chain resources," which involves developing…
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Measure Spotlights|
Overhead and other costs to perform the process group "plan for and align supply chain resources" per $100,000 revenue
This measure calculates the overhead and other cost per $100,000 revenue to perform the process group "plan for and align supply chain resources," which involves developing…
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Measure Spotlights|
Average return on investment on social media marketing channel marketing/sales campaigns
This measure calculates the average return on investment (ROI) for social media marketing/sales campaigns (i.e. interactions via social platforms external to a company's…