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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 of total annual marketing spending spent on indirect marketing
This measure calculates the percentage of total annual marketing spending (including advertising and trade spending if applicable) that went to indirect marketing (e.g.,…
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Measure Spotlights|
Percentage of total finance function FTEs allocated to the process "manage sales orders"
This measure calculates the percentage of finance function full-time equivalent employees (FTEs) who are allocated to the process "manage sales orders." Finance function FTEs…
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Measure Spotlights|
Average cost per sales order for orders received through new channels
This measure calculates the average cost of sales orders received through new channels (digital/electronic), which include internet, EDI, and mobile platforms. It is part of…
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Measure Spotlights|
Cycle time in hours from the time a sales order is received until the time manufacturing/logistics is notified
This measure calculates the number of hours elapsed between receipt of a sales order and notification of manufacturing/logistics. It is part of a set of Cycle Time measures…
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Measure Spotlights|
Total cost to perform the process "manage sales orders" as a percentage of total order-to-cash process cost
This measure calculates the percentage of total order-to-cash process cost that comes from the total cost to perform the process group "manage sales orders." The order-to…
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Percentage of qualified leads where the sale is closed
This measure calculates the percentage of qualified leads that close a sale. Qualified leads are prospective customers who have a demonstrated interest in the product or…
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Response time in minutes for inbound requests coming from fax
This measure calculates response time in minutes for inbound requests (i.e. queries initiated by the customer) coming from fax. It is part of a set of Cycle Time measures…
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Measure Spotlights|
First contact resolution rate for social media
This measure calculates the percentage of questions/issues received that are answered, addressed, and resolved by the end of the customer's initial contact when it's received…
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First contact resolution rate for web chat or instant messaging including virtual agents
This measure calculates the percentage of questions/issues received that are answered, addressed, and resolved by the end of the customer's initial contact when it's received…
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Measure Spotlights|
Outsourced cost to perform the process "manage sales orders", "manage customer requests/inquiries", and "manage customer complaints" per call contact
This measure identifies the outsourced cost (total cost of all aspects of a process transferred to a third party, minus one-time developments/improvements of systems) on a…
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Measure Spotlights|
Overhead cost to perform the processes "manage customer requests/inquiries" and "manage customer complaints" as a percentage of total process cost
This measure calculates the percentage of the total cost of running the processes "manage customer requests/inquiries" and "manage customer complaints" that comes from…
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Measure Spotlights|
Outsourced cost to perform the processes "manage customer requests/inquiries" and "manage customer complaints" as a percentage of total process cost
This measure calculates the percentage of the total cost of running the processes "manage customer requests/inquiries" and "manage customer complaints" that comes from…
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Measure Spotlights|
Outsourced cost to perform the processes "manage customer service requests/inquiries" and "manage customer complaints" per inbound call received through IVR DTMF
This measure calculates outsourced cost per inbound call received through interactive voice response (IVR) dual-tone multi-frequency (DTMF) to perform the processes "manage…
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Measure Spotlights|
Outsourced cost to perform the processes "manage customer service requests/inquiries" and "manage customer complaints" per call received through IVR speech
This measure calculates outsourced cost per call received through interactive voice response (IVR) speech to perform the processes "manage customer requests/inquiries" and …
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Measure Spotlights|
Other cost to perform the processes "manage customer requests/inquiries" and "manage customer complaints" as a percentage of the total process cost
This measure calculates the percentage of the total cost of running the processes "manage customer requests/inquiries" and "manage customer complaints" that comes from other…