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 customers using indirect marketing for information gathering on your business entity's products/services
This measure calculates the percentage of customers that gather information on a business entity's products/services via indirect marketing (e.g., billboards, print, radio/TV…
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Percentage of active customers who are repeat customers
This measure calculates the percentage of active customers who are repeat customers. A customer is considered active if they have purchased a business entity's product at…
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Percentage of total annual marketing spending spent on indirect marketing
This measure calculates the percentage of total annual marketing spending (including advertising and trade spending if applicable) that went to indirect marketing (e.g.,…
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Percentage of total finance function FTEs allocated to the process "manage sales orders"
This measure calculates the percentage of finance function full-time equivalent employees (FTEs) who are allocated to the process "manage sales orders." Finance function FTEs…
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Average cost per sales order for orders received through new channels
This measure calculates the average cost of sales orders received through new channels (digital/electronic), which include internet, EDI, and mobile platforms. It is part of…
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Cycle time in hours from the time a sales order is received until the time manufacturing/logistics is notified
This measure calculates the number of hours elapsed between receipt of a sales order and notification of manufacturing/logistics. It is part of a set of Cycle Time measures…
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Hours spent developing new classroom training content per trainee
This measure calculates the number of hours spent per trainee on developing new classroom training content. It is part of a set of Process Efficiency measures that help…
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Hours spent developing new e-learning training content per trainee
This measure calculates the number of hours spent per trainee on developing new e-learning training content. It is part of a set of Process Efficiency measures that help…
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Systems cost to perform the process group "develop and counsel employees" as a percentage of total process group cost
This measure calculates systems cost as a percentage of total process group cost to perform the process group "develop and counsel employees". Systems cost refers to a…
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Overhead and other costs to perform the process group "develop and counsel employees" as a percentage of total process group cost
This measure calculates overhead and other cost as a percentage of total process group cost to perform the process group "develop and counsel employees". Overhead cost refers…
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Outsourced cost to perform the process group "develop and counsel employees" as a percentage of total process group cost
This measure calculates outsourced cost as a percentage of total process group cost to perform the process group "develop and counsel employees". Outsourced cost refers to…
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Total cost to perform the process "manage employee relations" per $1,000 revenue
This measure calculates the total cost per $1,000 revenue to perform the process "manage employee relations," which comprises the policies and practices concerned with the…
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Measure Spotlights|
Total cost to perform the process "manage employee relations" as a percentage of total cost to perform the process group "develop and counsel employees"
This measure calculates the total cost to perform the process "manage employee relations"—which comprises the policies and practices concerned with the management and…
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Personnel cost to perform the process group "develop and counsel employees" per $1,000 revenue
This measure calculates personnel cost per $1,000 business entity revenue to perform the process group "develop and counsel employees". Personnel cost refers to employee…
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Personnel cost to perform the process group "develop and counsel employees" per business entity employee
This measure calculates personnel cost per business entity employee to perform the process group "develop and counsel employees". Personnel cost refers to employee personnel…