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.
Looking for something specific?
Ask Us-
Measure Spotlights|
Percentage of customers using your business entity's website for information gathering on your business entity's products/services
This measure calculates the average percentage of customers that gather information on a business entity's products/services via the website (companyname.com). It is part of…
-
Measure Spotlights|
Percentage of customers using social media for information gathering on your business entity's products/services
This measure calculates the percentage of customers that gather information on a business entity's products/services via social media (i.e. interactions via social platforms…
-
Measure Spotlights|
Percentage of customers using mobile applications for information gathering on your business entity's products/services
This measure calculates the percentage of customers that gather information on a business entity's products/services via mobile applications. It is part of a set of…
-
Measure Spotlights|
Percentage of customers using traditional face-to-face contact for information gathering on your business entity's products/services
This measure calculates the percentage of customers that gather information on a business entity's products/services via traditional face-to-face contact. It is part of a set…
-
Measure Spotlights|
Percentage of customers using indirect marketing for information gathering on your business entity's products/services
This measure calculates the percentage of customers that gather information on a business entity's products/services via indirect marketing (e.g., billboards, print, radio/TV…
-
Measure Spotlights|
Total cost to perform the process group "manage business resiliency and risk", including depreciation/amortization, per process FTE
This measure calculates total cost, including depreciation/amortization, per process full time equivalent (FTE) to perform the process group "manage business resiliency and…
-
Measure Spotlights|
Selling, general, and administrative (SGA) costs per business entity employee
This measure calculates selling, general, and administrative (SG&A) costs per business entity employee. Selling, General, and Administrative (SG&A) Costs refers to the…
-
Measure Spotlights|
Level of FTE experience in years for the process group "manage business resiliency and risk"
This measure calculates the average level of experience, measured in years, for full-time equivalent employees (FTEs) who perform the process group "manage business…
-
Measure Spotlights|
Number of IT FTEs that perform the process group "manage business resiliency and risk" per $1 billion revenue
This measure calculates the number of IT full-time equivalent employees (FTEs) per $1 billion revenue that perform the process group "manage business resiliency and risk."…
-
Measure Spotlights|
Other cost to perform the process group "manage business resiliency and risk", including depreciation/amortization, per $100,000 revenue
This measure calculates costs other than personnel, systems, overhead, and outsourced to perform the process group "manage business resiliency and risk" per $100,000 revenue…
-
Measure Spotlights|
Outsourced cost to perform the process group "manage business resiliency and risk", including depreciation/amortization, per $100,000 revenue
This measure calculates outsourced cost including depreciation/amortization to perform the process group "manage business resiliency and risk", per $100,000 business entity…
-
Measure Spotlights|
Overhead cost to perform the process group "manage business resiliency and risk", including depreciation/amortization, per $100,000 revenue
This measure calculates overhead cost (direct and/or allocated to the site) including depreciation/amortization to perform the process group "manage business resiliency and…
-
Measure Spotlights|
Percentage of IT budget, including depreciation/amortization, allocated to the process group "manage business resiliency and risk"
This measure calculates IT budget allocated to the process group "manage business resiliency and risk" as a percentage of total IT budget, including depreciation/amortization…
-
Measure Spotlights|
Percentage of total IT cost, including depreciation/amortization, allocated to process group "manage business resiliency and risk"
This measure calculates total cost to perform the process group "manage business resiliency and risk" as a percentage of total IT cost, including depreciation/amortization…
-
Measure Spotlights|
Personnel cost to perform the process group "manage business resiliency and risk", including depreciation/amortization, per $1,000 revenue
This measure calculates cost related to personnel cost, including depreciation/amortization, to perform the process group "manage business resiliency and risk" per $1,000…