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|
Revenue lost from retail loyalty card discounts as a percentage of revenue
-
Measure Spotlights|
Personnel cost (for store, inventory transportation, and inventory warehousing retail employees) to net sales revenue ratio
This measure calculates the ratio of personnel cost (for store, inventory transportation, and inventory warehousing retail employees) to net sales revenue. Personnel cost…
-
Measure Spotlights|
Number of FTEs dedicated to retail buying and merchandising activities per $1 billion revenue
This measure calculates the total number of full-time equivalent employees (FTEs) per $1 billion revenue that perform retail buying and merchandising activities, which…
-
Measure Spotlights|
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…
-
Measure Spotlights|
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…
-
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…
-
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…
-
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…
-
Measure Spotlights|
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…
-
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…
-
Measure Spotlights|
Percentage of inbound fax contacts outsourced to a third-party provider
This measure calculates the percentage of inbound contacts. Inbound contact refers to any query (related to sales, information, technical support,customer service, or…
-
Measure Spotlights|
Percentage of inbound IVR DTMF contacts outsourced to a third-party provider
This measure calculates the percentage of inbound contacts through Interactive voice response (IVR) Dual tone multi frequency (DTMF) speech which are outsourced to a third…
-
Measure Spotlights|
Percentage of inbound IVR speech contacts outsourced to a third-party provider
This measure calculates the percentage of inbound contacts. Inbound contact refers to any query (related to sales, information, technical support,customer service, or…
-
Measure Spotlights|
Percentage of inbound live agent call contacts outsourced to third-party provider
This measure calculates the percentage of inbound contacts through live agent (person who directly handles contacts, often also called customer service representative) calls…
-
Measure Spotlights|
Inbound calls for the process "manage sales orders" as a percentage of total inbound calls
This measure calculates the average number of inbound calls for the process "manage sales orders" as a percentage of total inbound calls. Inbound calls refer to any queries …