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|
Average annual recall rate per product family
This measure calculates, for all product lines, total number of product units recalled in the 12-month period as a percentage of the period's total number of units produced. …
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Measure Spotlights|
Supplier recovery rate
This measure calculates the actual amount recovered from suppliers in the 12-month reporting period divided by the amount of total warranty cost caused by suppliers in the…
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Measure Spotlights|
Total cost to perform the process "service customers" per sales order placed
This measure calculates total cost per sales order to develop customer relationships via customer support (other than standard order inquiries), provide technical support,…
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Measure Spotlights|
Total cost to perform the process "service customers" per sales order line item placed
This measure calculates total cost per sales order line item to develop customer relationships via customer support (other than standard order inquiries), provide technical…
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Measure Spotlights|
Total annual cost to perform the process "service customers" per sales FTE
This measure calculates total cost per sales full-time equivalent (FTE) employee to develop customer relationships via customer support (other than standard order inquiries),…
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Measure Spotlights|
Total annual cost to perform the process "service customers" per active customer
This measure calculates total cost per active customer to develop customer relationships via customer support (other than standard order inquiries), provide technical support…
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Measure Spotlights|
Overhead cost of the customer order management function as a percentage of total function cost
This measure calculates the percentage of the total cost of the customer order management function that comes from overhead cost. Overhead costs refer to those that an…
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Measure Spotlights|
Other cost of the customer order management function as a percentage of the total function cost
This measure calculates the percentage of the total cost of running the customer order management function that comes from other costs not already covered in the other system…
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Measure Spotlights|
Outsourced cost of the customer order management function as a percentage of total function cost
This measure calculates the percentage of the total cost of the customer order management function that comes from outsourcing. The outsourced cost refers to the total cost…
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Total cost to perform the customer order management function per $1,000 revenue
This measure calculates the total cost of all processes involved in the customer order management function, from the point of order to delivery and invoicing, per $1,000…
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Measure Spotlights|
Total cost of the customer order management function per function FTE
This measure calculates the total cost of all processes involved in the customer order management function, from the point of order to delivery and invoicing, per full-time…
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Measure Spotlights|
Personnel cost of the customer order management function as a percentage of total function cost
This measure calculates the percentage of the total cost of the customer order management function that comes from personnel cost. Personnel cost includes employee salaries…
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Measure Spotlights|
Combined personnel and systems costs of the customer order management function as a percentage of the total cost the function
This measure calculates the percentage of the total cost of running the customer order management function that comes from personnel (employee compensation and benefits) and…
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Measure Spotlights|
Systems cost of the customer order management function as a percentage of total function cost
This measure calculates the percentage of the total cost of running the customer order management function that comes from systems cost. Systems costs include a variety of…