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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 FTEs who perform the process "process customer credit" who analyze/approve new account applications
This measure calculates the percentage of full-time equivalent employees (FTEs) who perform the process "process customer credit"—which evaluates customers' credit-worthiness…
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Measure Spotlights|
Percentage of FTEs who perform the process "process customer credit" who review existing accounts
This measure calculates the percentage of full-time equivalent employees (FTEs) employed to perform the process "process customer credit"—which evaluates customers' credit…
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Measure Spotlights|
Percentage of FTEs who perform the process "process customer credit" who produce credit/collection reports
This measure calculates the percentage of full-time equivalent employees (FTEs) who perform the process "process customer credit"—which evaluates customers' credit-worthiness…
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Measure Spotlights|
Percentage of invoices billed to customers that have credit terms
This measure calculates the percentage of invoices billed to customers that have credit terms. This measure is part of a set of Process Efficiency measures that help…
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Measure Spotlights|
Percentage of FTEs that perform the process "process accounts receivable (AR)" that perform the activity "post accounts receivable activity to the general ledger"
This measure calculates the percentage of full-time equivalent employees (FTEs) that process payments due from customers—including all funds received, whether by check or…
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Measure Spotlights|
Percentage of FTEs that perform the process "manage and process adjustments/deductions" that perform the activity "establish policies/procedures for adjustments"
This measure calculates the percentage of full-time equivalent employees (FTEs) that perform the process group "manage and process adjustments/deductions"—which consists of…
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Measure Spotlights|
Percentage of FTEs that perform the process "manage and process adjustments/deductions" that perform management activities
This measure calculates the percentage of full-time equivalent employees (FTEs) that perform the process group "manage and process adjustments/deductions"—which consists of…
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Measure Spotlights|
Other cost to perform the order to invoice processes per $100,000 revenue
This measure calculates other cost per $100,000 business entity revenue, to perform the processes "manage sales orders", "process customer credit", and "invoice customer"…
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Measure Spotlights|
Overhead and other costs to perform the order to invoice processes per $100,000 revenue
This measure calculates the overhead and other costs per $100,000 business entity revenue to perform the processes "manage sales orders", "process customer credit", and …
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Measure Spotlights|
Number of unique places available for users to search for information inside the organization
This measure calculates number of unique places available for users to search for information inside the organization. This Supplemental Information measure is intended to…
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Measure Spotlights|
Percentage of invoices that are customized
This measure calculates percentage of invoices that are customized (e.g., non-standard print and delivery formats). An invoice is a bill prepared by a seller of goods or…
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Measure Spotlights|
Percentage of customers that have complete self-service access to their order and billing information
This measure calculates percentage of customers that have complete self-service access to their order and billing information (i.e., customer can access order and billing…
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Measure Spotlights|
Cycle time in days to perform the process "invoice customer"
This measure calculates the cycle time in days to perform the process "invoice customer". The Process "invoice customer" includes [Preparing detailed reports of customer…
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Measure Spotlights|
Cycle time in days to perform the processes "process accounts receivable (AR)" and "manage and process collections"
This measure calculates the cycle time in days to perform the processes "process accounts receivable (AR)" and "manage and process collections". The Process "process accounts…
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Measure Spotlights|
Cycle time in days to perform the process "process customer credit"
This measure calculates cycle time in days to perfom the process "process customer credit." The Process "process customer credit" includes [Evaluating and processing…