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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 business entity's gross margin over the past three years
This measure calculates the percentage change in a business entity's gross margin over the past three years. Gross margin equals (net sales minus the cost of goods and…
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Measure Spotlights|
Outsourced cost to perform the process "perform fixed-asset accounting" per $1,000 revenue
This measure calculates outsourced cost per $1,000 revenue to perform the process "perform fixed-asset accounting," which consists of managing and accounting for fixed asset…
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Systems cost to perform the fixed assets cycle per $100,000 revenue
This measure calculates systems cost per $100,000 revenue to perform the fixed assets cycle. A fixed asset is a long-term asset (e.g., property, plant, or equipment) not…
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Systems cost to perform the process "perform fixed-asset accounting" per $100,000 revenue
This measure calculates systems cost per $100,000 revenue to perform the process "perform fixed-asset accounting," which consists of managing and accounting for fixed asset…
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Total cost of the depreciation expense per $1,000 revenue
This measure calculates the total cost of the annual depreciation expense recorded by a site for financial accounting purposes during the year, per $1,000 revenue…
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Overhead and other costs to perform the process "perform fixed-asset accounting" as a percentage of total process cost
This measure calculates overhead and other costs to perform the process "perform fixed-asset accounting" as a percentage of total process cost. Overhead cost refers to…
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Overhead and other costs to perform the process "perform fixed-asset accounting" per $1,000 revenue
This measure calculates overhead and other costs to perform the process "perform fixed-asset accounting" per $1,000 revenue. Overhead cost refers to expenses that an…
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Average cost per inbound contact measured 12 months ago
This measure calculates average cost per inbound contact measured 12 months ago. Inbound contact refers to any query (related to sales, information, technical support…
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Percentage of inbound contacts with additional cross-sell or up-sell sales
This measure calculates percentage of inbound contacts with additional cross-sell or up-sell sales. Inbound contact refers to any query (related to sales, information,…
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Average number of days currently dedicated to learning per customer service employee
This measure calculates current average number of learning days per customer service employee. Learning days are simply the average number of days in a year that are…
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Average number of days per customer service employee dedicated to learning 12 months ago
This measure calculates the 12-month ago average number of learning days per customer service employee. Learning days are simply the average number of days in a year that are…
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Organization's current learning budget per customer service employee
This measure calculates the organization's current learning budget per customer service employee. This Cost Effectiveness measure is intended to help companies understand…
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Organization's learning budget per customer service employee 12 months ago
This measure calculates organization's learning budget per customer service employee 12 months ago. This Cost Effectiveness measure is intended to help companies understand…
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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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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…