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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 of invoices processed error free the first time
This measure calculates the percentage of invoices processed error free the first time. An invoice is a bill prepared by a seller of goods or services and submitted to the…
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Measure Spotlights|
Percentage of invoices that is adjusted by the customer prior to payment
This measure calculates percentage of invoices that is adjusted by the customer prior to payment. An invoice is a bill prepared by a seller of goods or services and submitted…
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Measure Spotlights|
Number of FTEs that perform the processes "process accounts receivable (AR)" and "manage and process collections" per $1 billion revenue
This measure calculates number of full time equivalents (FTEs) per $1 billion business entity revenue that perform the processes "process accounts receivable (AR)" and …
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Measure Spotlights|
Percentage of customer credit decisions made without any manual intervention
This measure calculates percentage of customer credit decisions made without any manual intervention (i.e., automatic credit scoring). This Process Efficiency measure is…
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Personnel cost to perform the process "manage and process adjustments/deductions" per $1,000 revenue
This measure calculates personnel cost per $1,000 revenue to perform the process "manage and process adjustments/deductions," which consists of creating and providing funds…
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Measure Spotlights|
Personnel cost to perform the process "process accounts receivable (AR)" per $1,000 revenue
This measure calculates personnel cost per $1,000 revenue to perform the "process accounts receivable (AR)" process, which processes payments due from customers, including…
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Measure Spotlights|
Number of FTEs that perform the process "process accounts receivable (AR)" per $1 billion revenue
This measure calculates the number of full-time equivalent employees (FTEs) per $1 billion revenue that process payments due from customers, including all funds received,…
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Measure Spotlights|
Number of invoices processed per FTE that performs the process "invoice customer"
This measure calculates the number of invoices processed per full-time equivalent (FTE) employee who develops and delivers customer invoices. It is part of a set of Staff…
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Measure Spotlights|
Number of receipts processed per FTE that performs the process "process accounts receivable (AR)"
This measure calculates the number of receipts processed per full-time equivalent (FTE) employee that processes payments due from customers, including all funds received,…
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Measure Spotlights|
Number of receipts processed per $1,000 of revenue
This measure calculates the number of receipts processed per $1,000 of revenue. It is part of a set of Supplemental Information measures that help companies evaluate…
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Measure Spotlights|
Average time in hours to resolve a service commitment disruption
This measure calculates the average number of hours it takes to resolve a service commitment disruption. A service commitment disruption refers to a situation where a Service…
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Percentage of total IT cost, excluding depreciation/amortization, allocated to process group "develop and maintain information technology solutions"
This measure calculates the percentage of total IT cost, excluding depreciation/amortization for assets acquired during current reporting period, allocated to the process…
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Measure Spotlights|
Total cost to perform the process group "deploy information technology solutions", excluding depreciation/amortization, per $1,000 revenue
This measure calculates the total cost (excluding depreciation/amortization) per $1,000 revenue to perform the process group "deploy information technology solutions," which…
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Measure Spotlights|
Total cost to perform the process group "develop and maintain information technology solutions", excluding depreciation/amortization, per $1,000 revenue
This measure calculates the total cost (excluding depreciation/amortization for assets acquired during current period) per $1,000 revenue to perform the process group …
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Measure Spotlights|
Total cost to perform the process group "deliver and support information technology services", excluding depreciation/amortization, per $1,000 revenue
This measure calculates the total cost (excluding depreciation/amortization) per $1,000 revenue to perform the process group "deliver and support information technology…