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 total voluntary terminations that are operational workers/office staff
This measure calculates the amount of operational workers/office staff (i.e. those who do not have any management responsibility) that voluntarily left an organization of…
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Measure Spotlights|
Cycle time in days from request for internal transfer to completion of transfer
This measure calculates the average cycle time in days from request for internal transfer to completion of transfer. It is part of a set of Cycle Time measures that help…
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Measure Spotlights|
Response time in hours for non-routine "redeploy and retire employees" inquiries
This measure determines the number of hours spent responding to non-routine inquiries (i.e. those that require complex responses and subject-matter expert escalation) for the…
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Measure Spotlights|
Response time in hours for routine "redeploy and retire employees" inquiries
This measure determines the number of hours spent responding to routine inquiries (i.e. those received on a regular basis that require a standard response) for the process …
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Measure Spotlights|
Percentage of "redeploy and retire employees" inquiries received via digital communication channels
This measure calculates the percentage of inquiries received via digital communication channels for the process "redeploy and retire employees," which consists of promotion…
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Measure Spotlights|
Percentage of "redeploy and retire employees" inquiries received via non-digital communication channels
This measure calculates the percentage of inquiries received via non-digital communication channels for the process "redeploy and retire employees," which consists of…
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Measure Spotlights|
Percentage of FTEs who perform the process group "develop and manage human resources (HR) planning, policies, and strategies" who are operational workers/office staff
This measure calculates the percentage of full-time equivalent employees (FTEs) who are operational workers/office staff (i.e. those who do not have any management…
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Other cost to perform the HR function as a percentage of total HR function cost
This measure calculates the percentage of the total cost to perform the HR function that comes from other cost (i.e. costs other than personnel, equipment, material, systems,…
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Other cost of the HR function per $1,000 revenue
This measure calculates other cost per $1,000 revenue to perform the human resources (HR) function, which consists of developing and managing HR strategies, plans and…
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Measure Spotlights|
Total cost to perform the activity "manage health and safety" per $1,000 revenue
This measure calculates the total cost to perform the activity "manage health and safety" per $1,000 revenue. The total cost is the sum of outsourced, overhead, personnel,…
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Measure Spotlights|
Number of FTEs that perform the activity "manage health and safety" per $1 billion revenue
This measure calculates the number of full-time-equivalents to perform the activity "manage health and safety" per $1 billion revenue. The total cost is the sum of outsourced…
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First contact resolution rate for your HR service center
This measure calculates first contact resolution rate for your HR service center. First contact resolution is the percentage of questions/issues answered at the time of first…
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Measure Spotlights|
Outsourced cost to perform the process group "manage employee information" per $1,000 revenue
This measure calculates outsourced cost to perform the process group "manage employee information" per $1,000 revenue. Outsourced cost refers to the total cost of outsourcing…
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Measure Spotlights|
Personnel cost to perform the process group "manage employee information" per process group FTE
This measure calculates personnel cost to perform the process group "manage employee information" per process group full-time equivalent employee (FTE). Personnel cost refers…
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Measure Spotlights|
Outsourced cost to perform the process group "develop and manage human resources (HR) planning, policies, and strategies" per $1,000 revenue
This measure calculates outsourced cost to perform the process group "develop and manage human resources (HR) planning, policies, and strategies" per $1,000 revenue…