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|
Personnel cost to perform the function "develop and manage products and services" as a percentage of total cost
This measure calculates the percentage of the total cost for the function "develop and manage products and services" that comes from internal personnel cost (employee…
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Measure Spotlights|
Systems cost to perform the function "develop and manage products and services" as a percentage of total cost
This measure calculates the percentage of the total cost for the function "develop and manage products and services" that comes from internal systems cost. Systems cost…
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Outsourced cost to perform the function "develop and manage products and services" as a percentage of total cost
This measure calculates the percentage of the total cost for the function "develop and manage products and services" that comes from outsourced cost. The outsourced cost…
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Measure Spotlights|
Overhead cost to perform the function "develop and manage products and services" as a percentage of total cost
This measure calculates the percentage of the total cost for the function "develop and manage products and services" that comes from internal overhead cost. Overhead costs…
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Measure Spotlights|
Fixed cost to perform the function "develop and manage products and services" as a percentage of total cost
This measure calculates the percentage of the total cost for the function "develop and manage products and services" that comes from fixed cost. Fixed costs are those that…
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Variable cost to perform the function "develop and manage products and services" as a percentage of total cost
This measure calculates the percentage of the total cost for the function "develop and manage products and services" that comes from variable cost. Variable costs refer to…
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Percentage of parts that are common across major product lines
This measure calculates the percentage of common components across significant products, providing companies with critical information to execute the "perform discovery…
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Percentage of products designed with a 'design for supply chain' philosophy
This measure is calculated by dividing the number of products designed with a “design for supply chain” philosophy by the total number of products offered. Design for supply…
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Percentage of primary products that are made from recycled materials (by weight)
This measure calculates percentage of primary products that are made from recycled materials (by weight). A primary product is the high level product that a company…
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Measure Spotlights|
Percentage of primary products that are potentially able to be recovered and recycled (by weight)
This measure calculates percentage of primary products that are potentially able to be recovered and recycled (by weight). A primary product is the high level product that a…
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Number of FTEs dedicated to retail buying and merchandising activities per $1 billion revenue
This measure calculates the total number of full-time equivalent employees (FTEs) per $1 billion revenue that perform retail buying and merchandising activities, which…
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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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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…