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|
Average value of a retail e-commerce order
This measure calculates average value of e-commerce orders. This Supplemental Information measure is intended to help companies evaluate additional variables related to the…
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Measure Spotlights|
Average annual sales order value for a brick-and-mortar retail store
This measure calculates average sales order value for orders placed at the retail store. This Process Efficiency measure is intended to help companies minimize waste and…
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Measure Spotlights|
Retail on-shelf/in-stock availability rate
This measure calculates the on-shelf availability/in-stock rate for products available for sale to the shopper. Product availability is defined as a product for sale to a…
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Measure Spotlights|
Average cost per sales order for orders received through traditional channels
This measure calculates the average cost of sales orders received through traditional channels, which include face-to-face, phone calls, postal mail, and facsimiles. It is…
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Percentage of billed/invoiced line items offering a discount
This measure calculates the percentage of line items on an invoice/bill that offer a discount. A discount is a reduction in the amount of an invoice/bill to be paid if the…
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Cycle time in days between transmission of invoice and shipment of goods or delivery of services
This measure calculates the number of calendar days (including weekends) that elapse between when an invoice/bill is transmitted to the customer and when goods/services are…
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Percentage of invoice line items processed error free the first time
This measure calculates the percentage of invoice line items processed error free the first time. An invoice line item is a single entry on an invoice. For example, an…
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First contact resolution rate for inquiries on existing orders and service-after-sales requests
A first contact resolution rate measures the percentage of questions/concerns resolved in a customer's first attempt without a need for further assistance needed. This…
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Percentage of sales orders requiring no human intervention to create, modify, or fulfill
This measure calculates the percentage of sales orders that don't require any manual intervention to create, modify, or fulfill. It is part of a set of Process Efficiency…
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Percentage of sales orders received through non-digital channels (such as face-to-face, phone calls, fax, post)
This measure calculates the percentage of sales orders that are received through non-digital channels, such as face-to-face, phone, fax, or mail. It is part of a set of…
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Number of FTEs that perform the process group "develop and manage human resources (HR) planning, policies, and strategies" per $1 billion revenue
This measure calculates the number of full-time equivalent employees (FTEs) per $1 billion revenue that perform the process group "develop and manage human resources (HR)…
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Total cost to perform the process group "develop and manage human resources (HR) planning, policies, and strategies" per process group FTE
This measure calculates total cost to perform the process group "develop and manage human resources (HR) planning, policies and strategies"—which includes activities like…
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Measure Spotlights|
Percentage of process group "develop and manage human resources (HR) planning, policies, and strategies" services delivered by a shared service center/centralized processing unit
This measure calculates the percentage of process group "develop and manage human resources (HR) planning, policies, and strategies" services—which involve workforce planning…
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Measure Spotlights|
Percentage of process group "develop and manage human resources (HR) planning, policies, and strategies" services delivered by a third-party provider
This measure calculates the percentage of process group "develop and manage human resources (HR) planning, policies, and strategies" services—which involve workforce planning…
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Measure Spotlights|
Percentage of process group "develop and manage human resources (HR) planning, policies, and strategies" services delivered by business-based HR roles
This measure calculates the percentage of process group "develop and manage human resources (HR) planning, policies, and strategies" services—which involve workforce planning…