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 effect of sales order processing automation on overall profitability
This measure calculates the effect of implementing sales order process automation, which makes use of automated tools like hand-held terminals and scanning devices, on…
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Measure Spotlights|
Annual personnel cost savings through sales order processing automation for the process "manage sales orders" per $1 billion revenue
This measure calculates how much a company saves each year in personnel cost (employee salaries/wages, bonuses, benefits, etc.) per $1 billion revenue when automation is…
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Percentage of inbound fax contacts outsourced to a third-party provider
This measure calculates the percentage of inbound contacts. Inbound contact refers to any query (related to sales, information, technical support,customer service, or…
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Percentage of inbound IVR DTMF contacts outsourced to a third-party provider
This measure calculates the percentage of inbound contacts through Interactive voice response (IVR) Dual tone multi frequency (DTMF) speech which are outsourced to a third…
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Percentage of inbound IVR speech contacts outsourced to a third-party provider
This measure calculates the percentage of inbound contacts. Inbound contact refers to any query (related to sales, information, technical support,customer service, or…
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Percentage of inbound live agent call contacts outsourced to third-party provider
This measure calculates the percentage of inbound contacts through live agent (person who directly handles contacts, often also called customer service representative) calls…
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Inbound calls for the process "manage sales orders" as a percentage of total inbound calls
This measure calculates the average number of inbound calls for the process "manage sales orders" as a percentage of total inbound calls. Inbound calls refer to any queries …
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Number of inbound calls for the customer service function as a percentage of total inbound calls
This measure calculates the percentage of inbound calls for the customer service function, out of total inbound calls. Inbound calls refer to any queries (related to sales,…
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Inbound contacts received via fax as a percentage of total inbound contacts
This measure calculates the percentage of inbound contacts received via fax, out of total inbound contacts. Inbound contact refers to any query (related to sales, information…
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Business to business inbound calls as a percentage of total inbound calls
This measure calculates the percentage of total inbound calls (i.e. calls initiated by the customer) that are business-to-business inbound calls. It is part of a set of…
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Business to consumer inbound calls as a percentage of total inbound calls
This measure calculates the percentage of total inbound calls (i.e. calls initiated by the customer) that are business-to-consumer inbound calls. It is part of a set of…
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Response time in minutes for inbound requests coming from SMS
This measure calculates response time in minutes for inbound requests (i.e. queries initiated by the customer) coming from short message service (SMS) via mobile phone. It is…
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Personnel cost to perform the process "service customers" per $1,000 revenue
This measure calculates personnel cost per $1,000 revenue to develop customer relationships via customer support (other than standard order inquiries), provide technical…
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Systems cost to perform the process "service customers" per $100,000 revenue
This measure calculates systems cost per $100,000 revenue to develop customer relationships via customer support (other than standard order inquiries), provide technical…
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Percentage of revenue attributed to direct sources three reporting periods ago
This measure calculates the percentage of revenue associated with direct sources (i.e. primary business channels) for the past three consecutive reporting periods. As part of…