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|
Value per invoice line item that is paid in full the first time
This measure calculates value of billed/invoiced line items paid in full the first time per billed/invoiced line item. An obligation is considered to have been paid in full…
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Measure Spotlights|
Total value of Assets Under Management per $1,000 revenue
This measure calculates the total value of Assets Under Management per $1,000 retail bank revenue (interest income plus fee income). Assets Under Management are all of the…
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Measure Spotlights|
Total annual non-interest expense per $1,000 revenue
This measure calculates the total annual non-interest expense per $1,000 retail bank revenue (interest income plus fee income). Non-interest expenses are fixed operating…
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Measure Spotlights|
Total annual fee income per $1,000 revenue
This measure calculates the total annual fee income per $1,000 retail bank revenue (interest income plus fee income). Fee income is the revenue received from account-related…
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Measure Spotlights|
Total annual operating expense per $1,000 revenue
This measure calculates the total annual operating expense at the retail banking operation per $1,000 retail bank revenue (interest income plus fee income). This Supplemental…
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Measure Spotlights|
Non-interest expense as a percentage of total assets
This measure calculates the non-interest expense as a percentage of total assets. Non-interest expenses are fixed operating costs of the bank. Assets refers to assets under…
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Measure Spotlights|
Net income plus interest as a percentage of total assets
This measure calculates the net income plus interest expense as a percentage of total assets for the overall bank. Net income is the business entity's revenue minus cost of…
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Measure Spotlights|
New transaction account income as a percentage of fee income
This measure calculates the new transaction account income as a percentage of fee income. New transaction accounts are current accounts opened in the last year. Fee income is…
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Average cost to resolve a service-after-sales request for contact centers or similar remote assistance channel
This measure calculates the average cost incurred when contact centers or remote channels deal with post-sale service requests. Service-after-sales requests can be for…
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Average cost to resolve a service-after-sales request for the customer self-service channel
This measure calculates the average cost incurred when a customer is able to resolve a post-sale service request on their own via a customer self-service channel. Service…
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Measure Spotlights|
Average cost to resolve a service-after-sales request for on-site visits
This measure calculates the average cost incurred when on-site visits are used to deal with post-sale service requests. Service-after-sales requests can be for discounted…
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Measure Spotlights|
Cycle time in hours before automation 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 before automation of the sales order process…
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Measure Spotlights|
Cycle time in hours after automation 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 after automation of the sales order process…
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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…