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|
Manual transmission rate for direct materials and services purchase orders
This measure calculates percentage of purchase orders for direct materials and services transmitted to the vendor manually. A purchase order (or supplier order) is a form…
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Measure Spotlights|
Average payment days for negotiated payment terms
This measure calculates average payment days for typical negotiated payment terms. This Supplemental Information measure is intended to help companies evaluate additional…
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Measure Spotlights|
Percentage of total value of direct materials and services purchased outside of country
This measure calculates the percentage of the total value of direct materials and services—the items and activities used to directly produce a product—purchased overseas…
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Other cost to perform the process group "procure materials and services" as a percentage of total process group cost
This measure calculates the percentage of the total cost to perform the process group "procure materials and services" that comes from other costs. This process group…
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Total cost to perform the process "order materials and services" as a percentage of total procurement process group cost
This measure calculates the percentage of total cost for the procurement process that comes from costs to perform the "order materials and services" process, which involves…
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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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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…
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Key customer retention rate (1-year)
This measure calculates the percentage of key customers (i.e. the top 20 percent of customers in terms of currency volume of sales) retained from the previous year. It is…
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Cross-sell/up-sell close rate
This measure calculates percentage of inbound contacts that completed an additional cross-sell or up-sell. Inbound contact refers to any query (related to sales, information,…
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Number of active customers per sales FTE
This measure calculates the number of active customers per sales full-time equivalent employee (FTE). A customer is considered active if they have purchased a business entity…
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Other cost to perform 'define customer management strategy' activities per $1,000 revenue
This measure calculates costs other than personnel, systems, overhead, and outsourced to perform 'define customer management strategy' activities per $1,000 revenue. Other…
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Outsourced cost to perform 'define customer management strategy' activities per $1,000 revenue
This measure calculates outsourced cost to perform 'define customer management strategy' activities per $1,000 revenue. Other cost refers to costs other than personnel,…
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Overhead cost to perform 'define customer management strategy' activities per $1,000 revenue
This measure calculates overhead cost (direct and/or allocated to the site) to perform 'define customer management strategy' activities per $1,000 revenue. Overhead costs…
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Number of FTEs who perform order entry/order processing as a percentage of total FTEs for the process "manage sales orders"
This measure calculates the percentage of total full-time equivalent employees for "manage sales orders" that perform order entry/processing. Order entry/processing…
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Number of FTEs who perform order inquiry as a percentage of total FTEs for the process "manage sales orders"
This measure calculates the percentage of total full-time equivalent employees for "manage sales orders" that perform order inquiry. Order inquiry involves fielding potential…