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 "manage employee information and analytics" inquiries received via e-mail
This measure calculates the percentage of inquiries received monthly for the process group "manage employee information and analytics" via e-mail. The process group "manage…
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Measure Spotlights|
Percentage of "manage employee information and analytics" inquiries received via phone
This measure calculates the percentage of inquiries received monthly for the process group "manage employee information and analytics" via phone The process group "manage…
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Measure Spotlights|
Percentage of "manage employee information and analytics" inquiries received via face-to-face
This measure calculates the percentage of inquiries received monthly for the process group "manage employee information and analytics" via face-to-face interaction. The…
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Measure Spotlights|
Percentage of "manage employee information and analytics" inquiries received via channels other than e-mail, phone, and face-to-face
This measure calculates the percentage of inquiries received monthly for the process group "manage employee information and analytics" via channels other than e-mail, phone,…
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Measure Spotlights|
Number of monthly routine "manage employee information" inquiries per business entity employee
This measure calculates the number of monthly routine inquiries (i.e. those received on a regular basis that require a standard response) received per business entity…
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Measure Spotlights|
Number of monthly non-routine "manage employee information" inquiries per business entity employee
This measure calculates the number of monthly non-routine inquiries (i.e. those that require complex responses and subject-matter expert escalation) received per business…
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Measure Spotlights|
Percentage of "manage employee information" inquiries received that are non-routine
This measure calculates the percentage of inquiries received for the process "manage employee information"—which consists of management reporting, employee information…
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Measure Spotlights|
Percentage of "manage employee information" inquiries received that are routine
This measure calculates the percentage of inquiries received for the process "manage employee information"—which consists of management reporting, employee information…
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Measure Spotlights|
Average cycle time in days from detection-to-correction of warranty issues
This measure calculates average cycle time in days to complete the detection to correction cycle time for warranty issues. The detection to correction cycle time begins when…
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Measure Spotlights|
Warranty accrual rate
This measure calculates the amount of revenue that is set aside to pay warranty claims in the 12-month period as a percentage of total business entity revenue for the period…
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Warranty claims rate
This measure calculates the total value of warranty claims paid in the 12-month period as a percentage of total business entity revenue for the period. A warranty claim is a…
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Measure Spotlights|
Warranty cost forecast accuracy
This measure calculates warranty cost forecast accuracy by taking 100% minus the forecast variance amount. Forecast variance amount is the absolute difference between…
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Measure Spotlights|
Average annual product return rate
This measure calculates the total number of products returned in the 12-month period as a percentage of the total number of products sold in the same period. This Process…
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Average annual recall rate per product family
This measure calculates, for all product lines, total number of product units recalled in the 12-month period as a percentage of the period's total number of units produced. …
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Measure Spotlights|
Supplier recovery rate
This measure calculates the actual amount recovered from suppliers in the 12-month reporting period divided by the amount of total warranty cost caused by suppliers in the…