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|
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|
Number of transactions per HR shared service organization employee
This measure calculates the number of transactions per HR shared service organization employee. A transaction is defined as an action where there is an employee-related data…
-
Measure Spotlights|
Number of calls/inquiries per HR shared service organization employee
This measure calculates the number of calls/inquiries per human resources (HR) shared service organization employee. It is part of a set of Staff Productivity measures that…
-
Measure Spotlights|
Number of employees served per HR shared service organization employee
This measure calculates the number of employees served per human resources (HR) shared service organization employee. It is part of a set of Staff Productivity measures that…
-
Measure Spotlights|
Number of retirees served per HR shared service organization employee
This measure calculates the number of retirees served per human resources (HR) shared service organization employee. It is part of a set of Staff Productivity measures that…
-
Measure Spotlights|
Self-service transaction volume per HR shared service organization employee
This measure calculates the volume of self-service transactions (i.e. actions where an employee-related data change is initiated by an employee or manager) per HR shared…
-
Measure Spotlights|
Number of Tier 1 HR shared service organization employees per Tier 1 manager/supervisor
This measure calculates the number of Tier 1 HR shared service organization employees per Tier 1 manager/supervisor. Tier 1 HR employees are HR generalists who interact with…
-
Measure Spotlights|
Tier 1 transaction volume per Tier 1 HR shared service organization employee
This measure calculates Tier 1 transaction volume per Tier 1 HR shared service organization employee. Transaction volume refers to actions where there is an employee-related…
-
Measure Spotlights|
Tier 1 call/inquiry volume per Tier 1 HR shared service organization employee
This measure determines Tier 1 call/inquiry volume per Tier 1 HR shared service organization employee. A Tier 1 call/inquiry is when an employee initiates an HR inquiry…
-
Measure Spotlights|
Number of Tier 2 HR shared service organization employees per Tier 2 manager/supervisor
This measure calculates the number of Tier 2 HR shared service organization employees per Tier 2 manager/supervisor. Tier 2 HR employees are HR specialists who handle issues…
-
Measure Spotlights|
Tier 2 transaction volume per Tier 2 HR shared service organization employee
This measure determines Tier 2 transaction volume per Tier 2 HR shared service organization employee. A Tier 2 transaction is when an HR specialist/subject-matter expert…
-
Measure Spotlights|
Tier 2 call/inquiry volume per Tier 2 HR shared service organization employee
This measure determines Tier 2 call/inquiry volume per Tier 2 HR shared service organization employee. A Tier 2 call/inquiry is when an HR specialist/subject-matter expert…
-
Measure Spotlights|
North American HR shared service center in-house cost per North American center transaction
This measure calculates the in-house cost per North American center transaction to run a North American HR shared service center, which combines common or repetitive…
-
Measure Spotlights|
North American HR shared service center in-house cost per North American center call/inquiry
This measure calculates the in-house cost per North American center call/inquiry to run a North American HR shared service center, which combines common or repetitive…
-
Measure Spotlights|
Total employees served by HR shared services center per total HR headcount
This measure calculates total employees served by the overall HR shared services organization per total HR organization employee. Shared services centers are the result of…
