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|
Return on invested capital
This measure calculates the amount of gain made on invested capital relative to the cost of the investment. It is part of a set of Process Efficiency measures that help…
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Measure Spotlights|
Percentage of customer receipts automatically applied to customer invoices without manual intervention
This measure calculates percentage of customer receipts automatically applied to customer invoices without manual intervention. An invoice is a bill prepared by a seller of…
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Measure Spotlights|
Percentage of invoices automatically generated and distributed without manual intervention
This measure calculates percentage of invoices automatically generated and distributed without manual intervention. An invoice is a bill prepared by a seller of goods or…
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Measure Spotlights|
Percentage of invoices that are customized
This measure calculates percentage of invoices that are customized (e.g., non-standard print and delivery formats). An invoice is a bill prepared by a seller of goods or…
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Measure Spotlights|
Percentage of customers that have complete self-service access to their order and billing information
This measure calculates percentage of customers that have complete self-service access to their order and billing information (i.e., customer can access order and billing…
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Measure Spotlights|
Percentage virtual workforce under the normal operating model at the finance shared services
This measure calculates the percentage of virtual workforce under the normal operating model at the finance shared services. A shared services center combines common or…
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Measure Spotlights|
Percentage of other savings out of total savings observed through implementation of a finance shared services center
This measure calculates the percentage of other savings out of total savings observed as a result of implementing a finance shared services center. A shared services center…
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Measure Spotlights|
Cycle time in days to perform the process "invoice customer"
This measure calculates the cycle time in days to perform the process "invoice customer". The Process "invoice customer" includes [Preparing detailed reports of customer…
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Measure Spotlights|
Cycle time in days to perform the processes "process accounts receivable (AR)" and "manage and process collections"
This measure calculates the cycle time in days to perform the processes "process accounts receivable (AR)" and "manage and process collections". The Process "process accounts…
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Measure Spotlights|
Number of bank accounts per FTE that performs the process group "manage treasury operations"
This measure calculates the number of corporate bank accounts managed by this finance shared services center (SSC) per full-time equivalent (FTE) that performs the process…
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Measure Spotlights|
Ratio of tax strategy to tax filing staff at the finance shared services center
This measure calculates the ratio of tax strategy to tax filing staff at the finance shared services center. Tax strategy staff set targets for periodic tax liabilities and…
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Measure Spotlights|
Percentage of internal controls staff that is centralized at the finance shared services center
This measure calculates the percentage of internal controls staff that is centralized at the finance shared services center. Shared service centers combine common or…
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Measure Spotlights|
Cycle time in days to perform the process "process customer credit"
This measure calculates cycle time in days to perfom the process "process customer credit." The Process "process customer credit" includes [Evaluating and processing…
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Measure Spotlights|
Cycle time in days to perform the process "manage sales orders"
This measure calculates cycle time in days to perform the process "manage sales orders." The Process "manage sales orders" includes [Taking, receiving, processing, and…
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Measure Spotlights|
Percentage change in asset maintenance cost as a percentage of asset value in the past 12 months
This measure calculates percentage change in asset maintenance cost as a percentage of asset value in the past 12 months. This Supplemental Information measure is intended…