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 of customer interactions leveraging AI
This measure calculates percentage of customer interactions leveraging AI. Inbound contact refers to any query (related to sales, information, technical support,customer…
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Measure Spotlights|
Number of inbound contacts per customer service FTE (including external FTEs)
This measure calculates the total number of inbound contacts for the customer service operation per full time equivalent (FTE) (including contractors and outsourced resources…
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Measure Spotlights|
Percentage change in customer service FTEs (including external) over the past 12 months
This measure calculates percentage change in full time equivalents (FTEs) (including contractors and outsourced resources) that performs the function "manage customer service…
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Measure Spotlights|
Percentage of customer service FTEs added/hired in the past 12 months attributed to AI
This measure calculates the percentage of full time equivalents (FTEs) that perform the function "manage customer service" added/hired in the past 12 months that are…
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Measure Spotlights|
Percentage of customer service FTEs eliminated/redeployed in the past 12 months attributed to AI
This measure calculates the percentage of full time equivalents (FTEs) that perform the function "manage customer service" eliminated/redeployed in the past 12 months…
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Measure Spotlights|
Percentage of customer service FTEs with skill requirement changes in the past 12 months driven by the adoption of AI
This measure calculates the percentage of full time equivalents (FTEs) that perform the function "manage customer service" with skill requirement changes in the past 12…
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Measure Spotlights|
Percentage of customer service FTEs with skill requirement changes in the past 12 months
This measure calculates the percentage of full time equivalents (FTEs) that perform the function "manage customer service" with skill requirement changes in the past 12…
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Measure Spotlights|
Average cost per inbound contact
This measure calculates average cost per inbound contact. Inbound contact refers to any query (related to sales, information, technical support, customer service, or…
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Total cost to perform the activity "manage health and safety" per $1,000 revenue
This measure calculates the total cost to perform the activity "manage health and safety" per $1,000 revenue. The total cost is the sum of outsourced, overhead, personnel,…
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Measure Spotlights|
Number of FTEs that perform the activity "manage health and safety" per $1 billion revenue
This measure calculates the number of full-time-equivalents to perform the activity "manage health and safety" per $1 billion revenue. The total cost is the sum of outsourced…
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Measure Spotlights|
Total cost to perform the process group "deliver service to customer" per $1,000 revenue
This measure calculates total cost to perform the process group "deliver service to customer" per $1000 business entity revenue. Total cost is the sum of personnel …
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Measure Spotlights|
Total cost to perform the process group "deliver service to customer" per $1 billion revenue
This measure calculates total cost to perform the process group "deliver service to customer" per $1 billion revenue. Total cost is the sum of personnel (compensation…
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Measure Spotlights|
Percentage of total sales order line items not fulfilled due to lack of production capacity/stockouts
This measure calculates the percentage of sales order line items that were not fulfilled or completed due to lack of product availability. A sales order line item is an…
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Measure Spotlights|
Percentage of sales orders not fulfilled due to lack of production capacity/stockouts
This measure calculates the percentage of sales order that are not fulfilled or completed due to lack of product availability. It offers valuable information regarding supply…
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Measure Spotlights|
Relative change in brand performance over the past three years
This measure calculates the percentage of relative change in brand performance over the past three years; a negative percentage denotes declining performance. It is part of a…