Resource Library

Total revenue per sales order placed

This measure calculates the total revenue earned per sales order placed. A sales order is any request to deliver goods or services to a customer. A sales order may be in any…

Percentage of sales orders received through new (such as digital/electronic) channels

This measure calculates the percentage of sales orders that are received through new channels. New channels include digital or electronic channels, such as internet,…

Business entity annual revenue growth

This measure calculates the business entity's average annual revenue growth for current 12-month reporting period. This Supplemental Information measure is intended to help…

First contact resolution rate for inquiries on existing orders and service-after-sales requests

A first contact resolution rate measures the percentage of questions/concerns resolved in a customer's first attempt without a need for further assistance needed. This…

Number of FTEs that perform the process "manage sales orders" per $1 billion revenue

This measure calculates the number of full-time equivalent employees (FTEs) tending to the entire process "manage sales orders" per $1 billion revenue. The "manage sales…

Number of sales order line items placed per FTE that performs the process "manage sales orders"

This measure calculates the number of sales order line items per full-time equivalent employee (FTE) performing the process "manage sales orders." A sales order line item is…

Percentage of order inquiry contacts received through new (such as digital/electric) channels

This measure calculates the percentage of order inquiry contacts received through new (e.g., digital/electric) channels. It is part of a set of Process Efficiency measures…

Percentage of sales orders requiring no human intervention to create, modify, or fulfill

This measure calculates the percentage of sales orders that don't require any manual intervention to create, modify, or fulfill. It is part of a set of Process Efficiency…

Percentage of sales orders received through non-digital channels (such as face-to-face, phone calls, fax, post)

This measure calculates the percentage of sales orders that are received through non-digital channels, such as face-to-face, phone, fax, or mail. It is part of a set of…

Outsourced cost to perform the process "manage sales orders" per $1,000 revenue

This measure calculates the amount of outsourced cost per $1,000 revenue for the process "manage sales orders." The outsourced cost refers to the total cost of outsourcing a…

Other cost to perform the process "manage sales orders" per $1,000 revenue

This measure calculates the cost of items not already covered in the other system categories to perform the "manage sales orders" process per $1,000 revenue. These costs…

Other cost to perform the process "manage sales orders" as a percentage of total process cost

This measure calculates the percentage of the total cost to perform the process "manage sales order" that comes from other cost (other than personnel, equipment, material,…

Personnel cost to perform the process "manage sales orders" as a percentage of total process cost

This measure calculates personnel cost as a percentage of the total cost to perform the process "manage sales orders". Personnel cost refers to employee personnel…

Personnel cost to perform the process "manage sales orders" per process FTE

This measure calculates the amount of personnel cost per full-time equivalent (FTE) employee for the process "manage sales orders." Personnel cost includes employee salaries…

Personnel cost to perform the process "manage sales orders" per $1,000 revenue

This measure calculates the amount of personnel cost per $1,000 revenue for the process "manage sales orders." Personnel cost includes employee salaries/wages, bonuses,…