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|
Percentage change in marketing FTEs over the past 12 months
This measure calculates percentage change in marketing full time equivalents (FTEs) over the past 12 months. This Supplemental Information measure is intended to help…
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Measure Spotlights|
Percentage of marketing FTEs added/hired in the past 12 months attributed to AI
This measure calculates the percentage of the full-time equivalent employee (FTE) changes in marketing attributed to AI, related to FTEs added/hired in the past 12 months…
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Measure Spotlights|
Percentage of marketing FTEs eliminated/redeployed in the past 12 months attributed to AI
This measure calculates the percentage of the full-time equivalent employee (FTE) changes in marketing attributed to AI, related to FTEs eliminated/redeployed in the past 12…
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Measure Spotlights|
Percentage of marketing FTEs with skill requirement changes in the past 12 months
This measure calculates the percentage of marketing full-time equivalent employees (FTEs) having had skill requirements changes in the past year This Supplemental Information…
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Percentage of marketing FTEs with skill requirement changes in the past 12 months driven by the adoption of AI
This measure calculates the percentage of marketing full-time equivalent employees (FTEs) having had skill requirements changes in the past year driven directly or indirectly…
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Average time in days to close an identified skill or capability gap through training for an operational workers/office staff employee
This measure calculates the average number of days it takes to close an identified skill or capability gap through training for an operational workers/office staff employee …
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Average time in days to close an identified skill or capability gap through training for a middle management/specialists employee
This measure calculates the average number of days it takes to close an identified skill or capability gap through training for a middle management/specialists employee (i.e…
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Average time in days to close an identified skill or capability gap through training for a senior management/executives employee
This measure calculates the average number of days it takes to close an identified skill or capability gap through training for a senior management/executives employee (i.e…
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Cost to maintain and support the learning management system per temporary staff/contractor dedicated to the activity
This measure calculates the cost to maintain and support the software application or Web-based technology used to plan, implement, and assess a specific learning process, per…
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Number of learning days per operational workers/office staff employee
This measure calculates the average number of days per operational workers/office staff employee (i.e. those with no management responsibility) that were dedicated to…
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Value of returned products as a percentage of sales
This measure calculates the value of returned products (either due to deficiency or incorrect shipping) as a percentage of sales. It is part of a set of Process Efficiency…
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Percentage of sales orders changed by the customer after the initial order placement
This measure calculates the percentage of sales orders altered by customers after orders have been placed. A sales order includes all transactions in a particular order. As…
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Key customer profitability
This measure calculates the year-to-year percentage change in a business entity's profitability from key customers (i.e. the top 20 percent of customers in terms of currency…
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Number of FTEs that perform the process "service customers" per $1 billion revenue
This measure calculates the number of full-time equivalent employees (FTEs) per $ 1 billion revenue who develop customer relationships via customer support (other than…
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Overhead cost to perform the process "service customers" per $1,000 revenue
This measure calculates overhead cost per $1,000 revenue to develop customer relationships via customer support (other than standard order inquiries), provide technical…