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 to perform the process "manage sales orders" as a percentage of total order-to-cash process cost
This measure calculates the percentage of total order-to-cash process cost that comes from the total cost to perform the process group "manage sales orders." The order-to…
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Percentage of returned product flowing through the same logistics network as primary products
This measure calculates the percentage of returned product that flows through the same logistics network as primary products—as opposed to flowing through an independent…
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Percentage of new logistics providers that are screened using environmental sustainability criteria
This measure calculates percentage of new logistics providers that are screened using environmental sustainability criteria. This Supplemental Information measure is intended…
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Percentage of existing logistics providers that are regularly assessed for their environmental sustainability
This measure calculates percentage of existing logistics providers that are regularly assessed for their environmental sustainability. This Supplemental Information measure…
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Percentage of total annual packing material consumption that is from recycled/re-used materials
This measure calculates percentage of total annual packing material consumption is from recycled/re-used materials. This Supplemental Information measure is intended to help…
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Percentage of total annual packing material consumption that is from renewable sources
This measure calculates percentage of total annual packing material consumption is from renewable sources. This Supplemental Information measure is intended to help companies…
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Percentage of qualified leads where the sale is closed
This measure calculates the percentage of qualified leads that close a sale. Qualified leads are prospective customers who have a demonstrated interest in the product or…
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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|
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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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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Percentage of customers opting out of receiving marketing messages from the organization
This measure calculates the percentage of customers opting out of receiving marketing messages from the organization. It is part of a set of Supplemental Information measures…
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Percentage of total annual sales revenue attributable to sales completed on social media
A major part of the process "manage sales orders" involves companies monitoring sales performance across different platforms. This measure calculates the percentage of total…