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|
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|
Total cost to perform the process "manage employee orientation and deployment" as a percentage of the total cost to perform the process group "develop and counsel employees"
This measure calculates the percentage of total cost to perform the process group "develop and counsel employees" allocated to the process "manage employee orientation and…
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Measure Spotlights|
Total cost to perform the process "manage employee performance" as a percentage of the total cost to perform the process group "develop and counsel employees"
This measure calculates the percentage of total cost to perform the process group "develop and counsel employees" allocated to the process "manage employee performance"…
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Measure Spotlights|
Total cost to perform the process "manage employee development" as a percentage of the total cost to perform the process group "develop and counsel employees"
This measure calculates the percentage of total cost to perform the process group "develop and counsel employees" allocated to the process "manage employee development"…
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Measure Spotlights|
Total cost to perform the process "develop and train employees" as a percentage of the total cost to perform the process group "develop and counsel employees"
This measure calculates the percentage of total cost to perform the process group "develop and counsel employees" allocated to the process "develop and train employees"…
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Measure Spotlights|
Percentage of time spent by FTEs performing the process "develop and train employees" to developing learning content
This measure calculates percentage of time spent by full-time equivalent employees (FTEs) performing the process "develop and train employees" to developing learning content…
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Measure Spotlights|
Percentage of time spent by FTEs performing the process "develop and train employees" to deploying/delivering learning content
This measure calculates ercentage of time spent by full-time equivalent employees (FTEs) performing the process "develop and train employees" to deploying/delivering learning…
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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…
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Measure Spotlights|
Percentage of unplanned outages due to the introduction of a new software release
This measure calculates the percentage of unplanned outages (i.e. outages that were not planned before implementation of a change) due to the introduction of a new software…
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Measure Spotlights|
Number of development projects for the current year between $100,000 and $250,000
This measure calculates the number of development projects for the current year in the $100,000–$250,000 range. It is part of a set of Supplemental Information measures that…
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Measure Spotlights|
Number of development projects for the current year between $500,000 and $1 million
This measure calculates the number of development projects for the current year in the $500,000–$1 million. It is part of a set of Supplemental Information measures that help…
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Measure Spotlights|
Percentage of IT budget, including depreciation/amortization, allocated towards service oriented architecture (SOA)
This measure calculates the percentage of IT budget, including depreciation/amortization, allocated towards service-oriented architecture (SOA), an application design and…
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Measure Spotlights|
Percentage of service oriented architecture services that are external
This measure calculates the percentage of service-oriented architecture (SOA) services that are external. SOA refers to an application design and programming paradigm in…