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|
Number of development projects for the current year between $500,000 and $1 million
This measure calculates the number of development projects for the current year in the $500,000–$1 million. It is part of a set of Supplemental Information measures that help…
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Percentage of IT budget, including depreciation/amortization, allocated towards service oriented architecture (SOA)
This measure calculates the percentage of IT budget, including depreciation/amortization, allocated towards service-oriented architecture (SOA), an application design and…
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Overhead cost to perform the process group "deploy information technology solutions", including depreciation/amortization, per $100,000 revenue
This measure calculates overhead cost (including depreciation/amortization) per $100,000 revenue to perform the process group "deploy information technology solutions," which…
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Measure Spotlights|
Overhead cost to perform the process group "develop and maintain information technology solutions", including depreciation/amortization, per $100,000 revenue
This measure calculates overhead cost (including depreciation/amortization) per $100,000 revenue to perform the process group "develop and maintain information technology…
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Percentage of service oriented architecture services that are internal
This measure calculates the percentage of service-oriented architecture (SOA) services that are internal. SOA refers to an application design and programming paradigm in…
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Percentage of service oriented architecture services that are external
This measure calculates the percentage of service-oriented architecture (SOA) services that are external. SOA refers to an application design and programming paradigm in…
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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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Measure Spotlights|
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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Measure Spotlights|
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…
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Number of clerical FTEs involved in F&A operations as a percentage of total finance function FTEs
This measure calculates the percentage of finance function full-time equivalent (FTEs) employees who are clerical FTEs involved in finance and accounting (F&A) operations…
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Percentage of finance function IT costs allocated to controls and risk management
This measure calculates the percentage of finance function IT costs allocated to controls and risk management. The finance function includes activities such as financial…