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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|
Approximate percentage of sales orders that are created through touchless processing
This measure calculates the approximate percentage of sales orders that are created through touchless processing. A sales order is any request to deliver goods or services to…
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Measure Spotlights|
Number of hours to create a sales order in system
This measure calculates the average number of hours to create a sales order in respondent's system. A sales order is any request to deliver goods or services to a customer. A…
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Measure Spotlights|
Percentage of revenue attributed to direct sources for the current period
This measure calculates the percentage of revenue associated with direct sources (i.e. primary business channels) for the current reporting period. As part of a set of…
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Measure Spotlights|
Percentage of revenue attributed to e-commerce for the current period
This measure calculates the percentage of revenue associated with e-commerce (i.e. over the internet) for the current reporting period. As part of a set of Supplemental…
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Measure Spotlights|
Percentage of revenue attributed to indirect sources for the current period
This measure calculates the percentage of revenue associated with indirect sources (i.e. areas other than primary business channels) for the current reporting period. As part…
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Measure Spotlights|
Percentage of total annual revenue that is generated from up-sell/cross-selling services associated with product purchases
This measure calculates the percent of total annual revenue that comes from up-selling or cross-selling services. Up-selling is a sales technique that involves offering…
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Measure Spotlights|
Number of FTEs (including external) that perform the process "test market for new or revised products and services" as a percentage of total function FTEs
This measure calculates number of full time equivalents (FTEs) (including external) that perform the process "test market for new or revised products and services" as a…
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Measure Spotlights|
Total cost to perform the process "test market for new or revised products and services" as a percentage of total function cost
This measure calculates total cost to perform the process "test market for new or revised products and services" as a percentage of total cost to perform the function …
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Budget for marketing as a percentage of revenue
This measure calculates the budget for marketing as a percentage of revenue for the reporting period. The budget for marketing is the amount an organization predicts it will…
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Marketing budget per marketing FTE
This measure calculates the marketing budget per marketing full-time equivalent (FTE) employee. The budget for marketing is the amount an organization predicts it will expend…
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Percentage of total vacancies filled by internal candidates
This measure calculates percentage of total vacancies filled by internal candidates at business entity. This Supplemental Information measure is intended to help companies…
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Measure Spotlights|
Voluntary terminations as a percentage of total business entity employees
This measure calculates the percentage of total business entity employees that left an organization of their own accord due to any situation. It is part of a set of Process…
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Measure Spotlights|
Employee turnover rate
This measure determines the employee turnover rate, which is calculated by dividing total employees terminated (both voluntary and involuntary) by the average number of …
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Measure Spotlights|
Percentage of sales force that made their quotas/targets in the last 12-month reporting period
This measure calculates the percentage of the sales force that hit their designated quotas/targets in the last 12-month reporting period. It is part of a set of Staff…
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Measure Spotlights|
Personnel cost to perform 'define customer management strategy' activities per $1,000 revenue
This measure calculates personnel cost to perform 'define customer management strategy' activities per $1,000 revenue. Personnel cost refers to employee personnel…