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|
Agent involuntary attrition rate
This measure determines the agent involuntary attrition rate, which is calculated by dividing the number of agents involuntarily terminated during the reporting period by the…
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Measure Spotlights|
Average agent salary
This measure calculates the average annual salary, excluding benefits, paid to agents/customer service representatives who directly handle contacts in the business entity. It…
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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…
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Measure Spotlights|
Average tenure in months for business entity agents
This measure calculates the average tenure in months for agents/customer service representatives who directly handle contacts at your business entity. It is part of a set of…
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Measure Spotlights|
Agent voluntary attrition rate
This measure determines the agent voluntary attrition rate, which is calculated by dividing the number of agents voluntarily terminated during the reporting period by the…
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Measure Spotlights|
Cycle time in days from identification of need for repatriation to date of transfer
This measure calculates the average cycle time in days for processing a repatriation—the process by which expatriate employees are moved back to their country of origin…
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Measure Spotlights|
Cycle time in days from receipt of leave of absence request to confirmation of approval/non-approval issued to employee
This measure calculates the average cycle time in days from request for leave of absence (i.e. an extended period of time away from a job without ending employment status) to…
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Measure Spotlights|
Number of FTEs that perform the process group "manage employee information" per $1 billion revenue
This measure calculates the number of full-time equivalent employees (FTEs) per $1 billion revenue that perform the process group "manage employee information," which…
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Measure Spotlights|
Outsourced cost to perform the process group "manage employee information" as a percentage of total process group cost
This measure calculates the percentage of the total cost to perform the process group "manage employee information" that comes from outsourced cost. Core components of this…
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Overhead cost to perform the process group "redeploy and retire employees" as a percentage of total process group cost
This measure calculates the percentage of the total cost to perform the process group "redeploy and retire employees" that comes from overhead cost. Activities in this…
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Measure Spotlights|
Personnel cost to perform the process group "manage employee information" as a percentage of total process group cost
This measure calculates the percentage of the total cost to perform the process group "manage employee information" that comes from personnel cost. Core components of this…
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Systems cost to perform the process group "manage employee information" as a percentage of total process group cost
This measure calculates the percentage of the total cost to perform the process group "manage employee information" that comes from systems cost. Core components of this…
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Measure Spotlights|
Outsourced cost to perform the process group "redeploy and retire employees" as a percentage of total process group cost
This measure calculates the percentage of the total cost to perform the process group "redeploy and retire employees" that comes from outsourced cost. Activities in this…
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Measure Spotlights|
Overhead cost to perform the process group "manage employee information" per $1,000 revenue
This measure calculates overhead cost per $1,000 revenue to perform the process group "manage employee information." Core components of this process group management…
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Measure Spotlights|
Overhead cost to perform the process group "manage employee information" per business entity employee
This measure calculates overhead cost per business entity employee to perform the process group "manage employee information." Core components of this process group include…
