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|
Percentage of finance function IT costs allocated to controls and risk management
This measure calculates the percentage of finance function IT costs allocated to controls and risk management. The finance function includes activities such as financial…
-
Measure Spotlights|
Percentage of finance function IT costs allocated to decision support
This measure calculates the percentage of finance function IT costs allocated to decision support activities, which leverage the information generated in the transaction…
-
Measure Spotlights|
Percentage of finance function IT costs allocated to management activities
This measure calculates the percentage of finance function IT costs allocated to the day-to-day operation, handling, or controlling of a financial process or department. The…
-
Measure Spotlights|
Percentage of finance function IT costs allocated to transaction processing
This measure calculates the percentage of finance function IT costs allocated to the activities that ensure money was collected, invoices were correctly processed, bills were…
-
Measure Spotlights|
Amount of non-labor savings generated from the implementation of end-to-end processes in the finance shared services center per $1,000 revenue
This measure calculates the total amount of non-labor savings per $1,000 revenue generated from implementing end-to-end processes in the finance shared services center. A…
-
Measure Spotlights|
Percentage of inbound fax contacts outsourced to a third-party provider
This measure calculates the percentage of inbound contacts. Inbound contact refers to any query (related to sales, information, technical support,customer service, or…
-
Measure Spotlights|
Percentage of inbound IVR DTMF contacts outsourced to a third-party provider
This measure calculates the percentage of inbound contacts through Interactive voice response (IVR) Dual tone multi frequency (DTMF) speech which are outsourced to a third…
-
Measure Spotlights|
Percentage of inbound IVR speech contacts outsourced to a third-party provider
This measure calculates the percentage of inbound contacts. Inbound contact refers to any query (related to sales, information, technical support,customer service, or…
-
Measure Spotlights|
Percentage of inbound live agent call contacts outsourced to third-party provider
This measure calculates the percentage of inbound contacts through live agent (person who directly handles contacts, often also called customer service representative) calls…
-
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…