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|
Percentage of sales order line items placed through e-mail
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Percentage of sales order line items placed through telephone
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Percentage of sales order line items placed through fax and mail
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Percentage of sales order line items placed through other methods
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Percentage of sales order line items placed over the internet
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Percentage of sales order line items placed through WAP
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Percentage of sales order line items placed through direct connection to system
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Number of FTEs dedicated to retail buying and merchandising activities per $1 billion revenue
This measure calculates the total number of full-time equivalent employees (FTEs) per $1 billion revenue that perform retail buying and merchandising activities, which…
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Average cost to resolve a service-after-sales request for contact centers or similar remote assistance channel
This measure calculates the average cost incurred when contact centers or remote channels deal with post-sale service requests. Service-after-sales requests can be for…
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Average cost to resolve a service-after-sales request for the customer self-service channel
This measure calculates the average cost incurred when a customer is able to resolve a post-sale service request on their own via a customer self-service channel. Service…
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Average cost to resolve a service-after-sales request for on-site visits
This measure calculates the average cost incurred when on-site visits are used to deal with post-sale service requests. Service-after-sales requests can be for discounted…
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Cycle time in hours before automation from the time a sales order is received until the time manufacturing/logistics is notified
This measure calculates the number of hours elapsed between receipt of a sales order and notification of manufacturing/logistics before automation of the sales order process…
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Cycle time in hours after automation from the time a sales order is received until the time manufacturing/logistics is notified
This measure calculates the number of hours elapsed between receipt of a sales order and notification of manufacturing/logistics after automation of the sales order process…
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Percentage effect of sales order processing automation on overall profitability
This measure calculates the effect of implementing sales order process automation, which makes use of automated tools like hand-held terminals and scanning devices, on…
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Annual personnel cost savings through sales order processing automation for the process "manage sales orders" per $1 billion revenue
This measure calculates how much a company saves each year in personnel cost (employee salaries/wages, bonuses, benefits, etc.) per $1 billion revenue when automation is…