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|
Annual cost per hour incurred due to IT outages
This measure calculates the business entity''s total annual cost incurred as a result of IT outages divided by the total number of hours that the business entity experienced…
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Measure Spotlights|
Total IT cost, excluding depreciation/amortization, per $1,000 revenue
This measure calculates total annual IT cost, excluding depreciation/amortization, per $1,000 business entity revenue. Total IT Cost or Budget (excluding depreciation…
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Measure Spotlights|
Total IT cost, excluding depreciation/amortization, per business entity FTE
This measure calculates the total cost of the IT function, excluding any depreciation/amortization allocated to the fiscal year for capital assets acquired in the current…
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Measure Spotlights|
Total IT cost, excluding depreciation/amortization, per business entity employee
This measure calculates the total cost of the IT function, excluding any depreciation/amortization allocated to the fiscal year for capital assets acquired in the current…
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Measure Spotlights|
Total IT cost, excluding depreciation/amortization, as a percentage of selling, general, and administrative (SGA) costs
This measure calculates total IT cost, excluding depreciation/amortization, as a percentage of selling, general, and administrative (SG&A) costs. Total IT Cost or Budget …
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Measure Spotlights|
Total IT cost, excluding depreciation/amortization, as a percentage of revenue
This measure calculates the total cost of the IT function, excluding any depreciation/amortization allocated to the fiscal year for capital assets acquired in the current…
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Measure Spotlights|
Percentage of typical overall forecast accuracy for IT resource requirements to meet business needs
This measure calculates the typical overall forecast accuracy for IT resource requirements to meet business needs (express as a percentage). This Process Efficiency measure…
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Measure Spotlights|
Typical number of weeks from concept to launch for a major release to existing application
This measure calculates the typical cycle time in weeks from concept to launch (in the marketplace, for commercial applications; or with internal end users, for internal-use…
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Measure Spotlights|
Number of new lines of code written each year per application development FTE
This measure calculates the number of new lines of code that are written each year per application development full time equivalent (FTE). Application development involves…
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Measure Spotlights|
Percentage of IT incidents resolved in compliance with SLAs
This measure calculates the percentage of IT incidents resolved in compliance with SLAs (Service Level Agreements). The IT function concerns the development, delivery,…
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Measure Spotlights|
Total annual number of test cases per testing FTE
This measure calculates the total annual number of test cases per testing FTE (Full Time Equivalent). This Staff Productivity measure is intended to help companies assess the…
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Measure Spotlights|
Average time in minutes taken to repair and restore IT services after a high severity incident occurs
This measure calculates the average time in minutes taken to repair and restore IT services after a high severity incident occurs. This Cycle Time measure is intended to help…
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Measure Spotlights|
Percentage of changes to the IT production environment at organization result in service impairment or outages
This measure calculates the percentage of changes to the IT production environment at organization that result in service impairment or outages. This Supplemental Information…
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Measure Spotlights|
Number of business entity employees per FTE that performs IT processes
This measure calculates the number of business entity employees per full-time equivalent (FTE) employee that performs the function, "manage information technology." This…
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Measure Spotlights|
Number of FTEs that perform the IT function per 1,000 end users
This measure calculates number of full time equivalents (FTEs) who perform the function "manage information technology" per 1,000 end users. IT end users (or IT customers)…
