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 data that has defined policy, definition, and change control responsibility
This measure calculates the percentage of data that has defined policy, definition, and change control responsibility out of total number of information elements. It is part…
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Measure Spotlights|
Total cost to perform the process group "manage IT knowledge", including depreciation/amortization, per process FTE
This measure calculates total cost to perform the process group "manage IT knowledge", including depreciation/amortization, per process full-time equivalent employee (FTE)…
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Measure Spotlights|
Number of development projects for the current year less than $100,000
This measure calculates their number of development projects for the current year that cost less than $100,000. It is part of a set of Supplemental Information measures that…
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Measure Spotlights|
Number of service oriented architecture services implemented
This measure calculates the number of service-oriented architecture (SOA) services implemented in production. SOA refers to an application design and programming paradigm in…
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Measure Spotlights|
Percentage of funding for KM applications, platforms, or technologies from another source or group
This measure calculates the percentage of funding for knowledge management (KM) applications, platforms, or technologies that comes from another source or group. KM is the…
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Measure Spotlights|
Percentage of IT budget, including depreciation/amortization, allocated to the process group "manage IT knowledge"
This measure calculates IT budget allocated to the process group "manage IT knowledge" as a percentage of total IT budget, including depreciation/amortization, for the past…
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Measure Spotlights|
Average time in weeks to fulfill a complex information need
This measure calculates the average number of weeks it takes to fulfill a complex information need. A complex need is defined as one that requires external & internal data…
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Measure Spotlights|
Average time in weeks to fulfill a medium complex information need
This measure calculates the average number of weeks it takes to fulfill a medium complex information need. A medium complex need is defined as one that involves data…
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Measure Spotlights|
Average time in weeks to set up a simple technical interface for a user of a defined data content source
This measure calculates the average number of weeks it takes to set up a simple technical interface (simple data retrieval) for a user of a defined data content source. It is…
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Measure Spotlights|
Percentage of common data across all business units
This measure calculates the percentage of common data across all business. Common data refers to information assets that have direct shared access across all business units …
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Measure Spotlights|
Percentage of IT budget, including depreciation/amortization, allocated to the process group "develop and manage IT customer relationships"
This measure calculates the percentage of IT budget, including depreciation/amortization, allocated to the process group "develop and manage IT customer relationships," which…
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Measure Spotlights|
Percentage of IT budget, including depreciation/amortization, allocated to the process group "manage enterprise information"
This measure calculates the percentage of IT budget, including depreciation/amortization, allocated to the process group "manage enterprise information," which consists of…
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Measure Spotlights|
Average time in minutes to resolve highest priority problems (current year)
This measure calculates the number of minutes it takes for the IT service management team to resolve the highest priority problems for the current year. It tracks the time…
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Measure Spotlights|
Average time in minutes to respond to highest priority problem (current year)
This measure calculates the number of minutes it takes for the IT service management team to respond to the highest priority problem for the current year. It tracks the time…
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Measure Spotlights|
Percentage of unplanned outages due to the implementation of changes into the infrastructure resulting from a change request
This measure calculates the percentage of unplanned outages (i.e. outages that were not planned before implementation of a change) due to the implementation of requested…