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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|
Inbound contacts received via fax as a percentage of total inbound contacts
This measure calculates the percentage of inbound contacts received via fax, out of total inbound contacts. Inbound contact refers to any query (related to sales, information…
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Measure Spotlights|
Business to business inbound calls as a percentage of total inbound calls
This measure calculates the percentage of total inbound calls (i.e. calls initiated by the customer) that are business-to-business inbound calls. It is part of a set of…
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Measure Spotlights|
Business to consumer inbound calls as a percentage of total inbound calls
This measure calculates the percentage of total inbound calls (i.e. calls initiated by the customer) that are business-to-consumer inbound calls. It is part of a set of…
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Response time in minutes for inbound requests coming from SMS
This measure calculates response time in minutes for inbound requests (i.e. queries initiated by the customer) coming from short message service (SMS) via mobile phone. It is…
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Personnel cost to perform the process "service customers" per $1,000 revenue
This measure calculates personnel cost per $1,000 revenue to develop customer relationships via customer support (other than standard order inquiries), provide technical…
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Systems cost to perform the process "service customers" per $100,000 revenue
This measure calculates systems cost per $100,000 revenue to develop customer relationships via customer support (other than standard order inquiries), provide technical…
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Percentage of revenue attributed to direct sources three reporting periods ago
This measure calculates the percentage of revenue associated with direct sources (i.e. primary business channels) for the past three consecutive reporting periods. As part of…
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Percentage of revenue attributed to e-commerce three reporting periods ago
This measure calculates the percentage of revenue associated with e-commerce (i.e. over the internet) for the past three consecutive reporting periods. As part of a set of…
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Percentage of revenue attributed to indirect sources three reporting periods ago
This measure calculates the percentage of revenue associated with indirect sources (i.e. areas other than primary business channels) for the past three reporting periods. As…
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Percentage of sales orders delivered on time (three reporting periods prior)
This measure calculates the percentage of sales orders that were delivered on time during the past three reporting periods. It is part of a set of Process Efficiency measures…
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Total cost to perform 'define customer management strategy' activities per sales order line item placed
This measure calculates total annual cost per sales order line item placed to perform 'define customer management strategy' activities. Total cost is the sum of personnel …
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Measure Spotlights|
Number of FTEs that perform the customer order management function per $1 billion revenue
This measure calculates the number of full-time equivalent employees (FTEs) tending to the customer order management function per $1 billion revenue. Customer order…
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Average cycle time in days from detection-to-correction of warranty issues
This measure calculates average cycle time in days to complete the detection to correction cycle time for warranty issues. The detection to correction cycle time begins when…
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Warranty accrual rate
This measure calculates the amount of revenue that is set aside to pay warranty claims in the 12-month period as a percentage of total business entity revenue for the period…
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Warranty claims rate
This measure calculates the total value of warranty claims paid in the 12-month period as a percentage of total business entity revenue for the period. A warranty claim is a…