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.
Looking for something specific?
Ask Us-
Measure Spotlights|
Retail on-shelf/in-stock availability rate
This measure calculates the on-shelf availability/in-stock rate for products available for sale to the shopper. Product availability is defined as a product for sale to a…
-
Measure Spotlights|
Markdowns as a percentage of retail sales
This measure calculates markdowns as a percentage of retail sales. Markdown is the difference between the original retail price and the actual selling price. This…
-
Measure Spotlights|
Customer sales promotions as a percentage of sales revenue
This measure calculates average spend on customer sales promotions as percentage of retail sales. This Supplemental Information measure is intended to help companies evaluate…
-
Measure Spotlights|
Return on investment for retail marketing/sales campaigns
This measure calculates return on investment for retail marketing/sales campaigns. This Process Efficiency measure is intended to help companies minimize waste and refine…
-
Measure Spotlights|
Market share
This measure calculates the percentage of total value (not volume) sold in the product/service categories being benchmarked. It is computed by dividing annual sales revenue…
-
Measure Spotlights|
Average cost per sales order for orders received through traditional channels
This measure calculates the average cost of sales orders received through traditional channels, which include face-to-face, phone calls, postal mail, and facsimiles. It is…
-
Measure Spotlights|
Call agent occupancy rate
This measure calculates agent occupancy rate by dividing total contact handling time and available time by total time at work. It is part of a set of Process Efficiency…
-
Measure Spotlights|
Call agent utilization rate
This measure calculates call agent utilization rate by dividing total annual contact handling time by the total annual agent full-time equivalent (FTE) employees' time worked…
-
Measure Spotlights|
Average seat utilization
This measure calculates the average percentage of seats utilized during operating hours at a contact center, where customer and other inbound contacts related to inquiries,…
-
Measure Spotlights|
Call agent availability rate
This measure calculates the availability of agents. Availability measures how much agent time is spent simply waiting for contacts. Compute as the total time spent waiting…
-
Measure Spotlights|
First contact resolution rate for inquiries on existing orders and service-after-sales requests
A first contact resolution rate measures the percentage of questions/concerns resolved in a customer's first attempt without a need for further assistance needed. This…
-
Measure Spotlights|
Outsourced cost to perform the processes "manage sales orders", "manage customer service requests/inquiries", and "manage customer complaints" per active customer
This measure calculates outsourced cost per active customer to take, receive, process and acknowledge new customer orders or amendments to outstanding customer orders;…
-
Measure Spotlights|
Average number of contact center seats per contact center
This measure calculates the average number of contact center seats per contact center, where customer and other inbound contacts related to inquiries, sales, and technical…
-
Measure Spotlights|
Percentage of active customers with active web accounts
This measure calculates the percentage of active customers who have active web accounts. A customer is considered active if they have purchased a business entity's product at…
-
Measure Spotlights|
Percentage of order inquiry contacts received through new (such as digital/electric) channels
This measure calculates the percentage of order inquiry contacts received through new (e.g., digital/electric) channels. It is part of a set of Process Efficiency measures…