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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|
Average daily retail shoppers to brick-and-mortar retail store staff ratio
This measure calculates shoppers to retail store staff ratio. This Staff Productivity measure is intended to help companies assess the efficiency of their staff related to…
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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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Annual percentage change in number of retail customer complaints
This measure calculates annual percentage change in number of complaints. This Process Efficiency measure is intended to help companies minimize waste and refine resource…
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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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Average monthly sales forecast error within a product family
This measure calculates the average monthly sales forecast error within a product family. The error is calculated as follows: The absolute value of [(Forecast number of units…
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Percentage of order inquiry contacts received through new (such as digital/electric) channels
This measure calculates the percentage of order inquiry contacts received through new (e.g., digital/electric) channels. It is part of a set of Process Efficiency measures…
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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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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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Customer retention rate for customers attempting service cancellation
This measure calculates the customer retention rate (i.e. the number of customers who were active three years ago and are still active, divided by the number of customers who…
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Percentage of customers who are inactive customers
This measure calculates the percentage of customers who have not made any purchases from the business entity in the past 12 months. It is a Supplemental Information measure…
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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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Cycle time in days to update/revise the rolling forecast
This measure calculates the number of calendar days (including weekends) it takes to update/revise the rolling forecast. A rolling forecast requires regular updates to…
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Number of budget versions produced before final approval
This measure calculates the approximate number of budget versions that are produced during the budget cycle before approval of the final budget. It is part of a set of…
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Total cost to perform the process "perform planning/budgeting/forecasting" per process FTE
This measure calculates the total cost per process full-time equivalent (FTE) employee to perform the process "perform planning/budgeting/forecasting," which involves…
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Measure Spotlights|
Personnel cost to perform the process "perform planning/budgeting/forecasting" per process FTE
This measure calculates personnel cost per process full-time equivalent (FTE) employee to perform the process "perform planning/budgeting/forecasting," which involves…