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.
Looking for something specific?
Ask UsResource Results
-
Measure Spotlights|
Inbound calls for the process "manage sales orders" as a percentage of total inbound calls
This measure calculates the average number of inbound calls for the process "manage sales orders" as a percentage of total inbound calls. Inbound calls refer to any queries …
-
Measure Spotlights|
Number of inbound calls for the customer service function as a percentage of total inbound calls
This measure calculates the percentage of inbound calls for the customer service function, out of total inbound calls. Inbound calls refer to any queries (related to sales,…
-
Measure Spotlights|
Inbound contacts received via fax as a percentage of total inbound contacts
This measure calculates the percentage of inbound contacts received via fax, out of total inbound contacts. Inbound contact refers to any query (related to sales, information…
-
Measure Spotlights|
Business to business inbound calls as a percentage of total inbound calls
This measure calculates the percentage of total inbound calls (i.e. calls initiated by the customer) that are business-to-business inbound calls. It is part of a set of…
-
Measure Spotlights|
Business to consumer inbound calls as a percentage of total inbound calls
This measure calculates the percentage of total inbound calls (i.e. calls initiated by the customer) that are business-to-consumer inbound calls. It is part of a set of…
-
Measure Spotlights|
Response time in minutes for inbound requests coming from SMS
This measure calculates response time in minutes for inbound requests (i.e. queries initiated by the customer) coming from short message service (SMS) via mobile phone. It is…
-
Measure Spotlights|
Personnel cost to perform the process "service customers" per $1,000 revenue
This measure calculates personnel cost per $1,000 revenue to develop customer relationships via customer support (other than standard order inquiries), provide technical…
-
Measure Spotlights|
Systems cost to perform the process "service customers" per $100,000 revenue
This measure calculates systems cost per $100,000 revenue to develop customer relationships via customer support (other than standard order inquiries), provide technical…
-
Measure Spotlights|
Percentage of revenue attributed to direct sources three reporting periods ago
This measure calculates the percentage of revenue associated with direct sources (i.e. primary business channels) for the past three consecutive reporting periods. As part of…
-
Measure Spotlights|
Percentage of revenue attributed to e-commerce three reporting periods ago
This measure calculates the percentage of revenue associated with e-commerce (i.e. over the internet) for the past three consecutive reporting periods. As part of a set of…
-
Measure Spotlights|
Percentage of revenue attributed to indirect sources three reporting periods ago
This measure calculates the percentage of revenue associated with indirect sources (i.e. areas other than primary business channels) for the past three reporting periods. As…
-
Measure Spotlights|
Percentage of sales orders delivered on time (three reporting periods prior)
This measure calculates the percentage of sales orders that were delivered on time during the past three reporting periods. It is part of a set of Process Efficiency measures…
-
Measure Spotlights|
Total cost to perform 'define customer management strategy' activities per sales order line item placed
This measure calculates total annual cost per sales order line item placed to perform 'define customer management strategy' activities. Total cost is the sum of personnel …
-
Measure Spotlights|
Percentage of total returns flow generated due to other events
This measure calculates the percentage of total returns flow generated due to events other than disposal requirements, field service/corrective action, marketing returns,…
-
Measure Spotlights|
Percentage of total returns flow generated due to reclamation of leased products
This measure calculates the percentage of total returns flow generated due to reclamation of leased products. It is part of a set of Supplemental Information measures that…