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|
Total revenue per active customer
This measure calculates total revenue per active customer. An active customer is defined as a customer who has purchased a business entity's products at least once in a 12…
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Measure Spotlights|
Business entity revenue per business entity employee
This measure calculates revenue per employee for the current reporting period. It is a Staff Productivity measure that helps companies assess the efficiency of their staff…
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Measure Spotlights|
Business entity revenue per business entity FTE
This measure calculates business entity revenue per business entity full-time equivalent employee (FTE). This Staff Productivity measure is intended to help companies assess…
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Measure Spotlights|
Cycle time in days to perform financial evaluation of new customers
This measure calculates the number of calendar days (including weekends) it takes to assess an investment for its profitability using cash flow methods or equivalent analysis…
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Measure Spotlights|
Cycle time in days to perform financial evaluation of new markets
This measure calculates the number of calendar days (including weekends) it takes to assess an investment for its profitability using cash flow methods or equivalent analysis…
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Measure Spotlights|
Cycle time in days to perform financial evaluation of new products
This measure calculates the number of calendar days (including weekends) it takes to assess an investment for its profitability using cash flow methods or equivalent analysis…
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Percentage of employees with compensations affected by profit
This measure calculates percentage of employees with compensation affected by profit. It is part of a set of Supplemental Information measures that help companies evaluate…
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Percentage of employees with compensations affected by budget versus actual variances
This measure calculates the percentage of employees with compensation affected by budget versus actual variances. It is part of a set of Supplemental Information measures…
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Measure Spotlights|
Compounded annual growth rate in earnings before interest, tax, depreciation and amortization over the past three reporting periods
This measure calculates the compounded annual growth rate in earnings before interest, tax, depreciation, and amortization (EBITDA) over the past three reporting periods. It…
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Measure Spotlights|
Compounded annual growth rate of revenue over the past three reporting periods
This measure calculates the compounded annual growth rate of revenue over the past three reporting periods. It is part of a set of Supplemental Information measures that help…
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Measure Spotlights|
EBITDA margin (current reporting period)
This measure calculates the earnings before interest, tax, depreciation, and amortization (EBITDA) margin for current reporting period. It is part of a set of Supplemental…
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Measure Spotlights|
Percentage growth in EBITDA from three reporting periods prior
This measure calculates the percentage growth in earnings before interest, tax, depreciation, and amortization (EBITDA) over the past three reporting periods. It is part of a…
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Measure Spotlights|
Revenue growth from three reporting periods prior
This measure calculates revenue growth over the past three reporting periods. It is part of a set of Supplemental Information measures that help companies evaluate additional…
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Measure Spotlights|
Response time in minutes for inbound requests coming from postal mail
This measure calculates response time in minutes for inbound requests (i.e. queries initiated by the customer) coming from postal mail. It is part of a set of Cycle Time…
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Measure Spotlights|
Average talk time in seconds, including agent hold time
This measure calculates the average talk time in seconds, including agent hold time. It is part of a set of Cycle Time measures that help companies analyze the duration of…