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 sales orders received through non-digital channels (such as face-to-face, phone calls, fax, post)
This measure calculates the percentage of sales orders that are received through non-digital channels, such as face-to-face, phone, fax, or mail. It is part of a set of…
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Measure Spotlights|
Other cost to perform the processes "manage sales orders", "manage customer requests/inquiries", and "manage customer complaints" per active customer
This measure calculates other cost (i.e. costs other than personnel, equipment, material, systems, outsourced, or overhead costs) per active customer to take, receive,…
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Measure Spotlights|
Percentage of total annual marketing spending spent on traditional face-to-face contacts
This measure calculates the percentage of total annual marketing spending (including advertising and trade spending if applicable) that went to traditional face-to-face…
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Measure Spotlights|
Percentage of total annual marketing spending spent on search engine marketing
This measure calculates the percentage of total annual marketing spending (including advertising and trade spending if applicable) that went to search engine marketing. It is…
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Measure Spotlights|
Percentage of total annual marketing spending spent on indirect marketing
This measure calculates the percentage of total annual marketing spending (including advertising and trade spending if applicable) that went to indirect marketing (e.g.,…
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Measure Spotlights|
Percentage of total annual marketing spending spent on business entity's website
This measure calculates the percentage of total annual marketing spending (including advertising and trade spending if applicable) that went to a business entity's website …
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Measure Spotlights|
Percentage of total annual marketing spending spent on social media
This measure calculates the percentage of total annual marketing spending (including advertising and trade spending if applicable) that went to social media (i.e…
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Measure Spotlights|
Percentage of total annual marketing spending spent on mobile applications
This measure calculates the percentage of total annual marketing spending (including advertising and trade spending if applicable) that went to mobile applications. It is…
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Measure Spotlights|
Total cost to perform the process group "manage employee information" per process group FTE
This measure calculates total cost to perform the process group "manage employee information" per process group full-time equivalent employee (FTE). Total cost is the sum of…
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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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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|
Personnel cost to perform the process group "manage employee information" per $1,000 revenue
This measure calculates personnel cost per $1,000 revenue to perform the process group "manage employee information." Core components of this process group include management…
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Measure Spotlights|
Total cost to perform the process group "manage employee information" per $1,000 revenue
This measure calculates the total cost per $1,000 revenue to perform the process group "manage employee information." Core components of this process group include management…
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Measure Spotlights|
Percentage of total finance function FTEs allocated to the process "manage sales orders"
This measure calculates the percentage of finance function full-time equivalent employees (FTEs) who are allocated to the process "manage sales orders." Finance function FTEs…
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Measure Spotlights|
Cycle time in hours 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. It is part of a set of Cycle Time measures…