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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 sales order line items placed through direct connection to system
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Percentage of sales order line items changed by the customer following initial order entry
This measure calculates the percentage of sales order line items altered by customers after orders have been placed. A sales order line item is an individual transaction…
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Percentage of sales order line items changed after initial order placement through electronic data interchange (EDI)
This measure calculates the percentage of sales order line items altered via Electronic Data Interchange (EDI) connection (a standards-based, program-to-program communication…
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Percentage of sales order line items changed after initial order placement through e-mail
This measure calculates the percentage of sales order line items altered via e-mail after an order has been placed. A sales order line item is an individual transaction…
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Percentage of sales order line items changed after initial order placement through fax and mail
This measure calculates the percentage of sales order line items altered via fax and mail after an order has been placed. A sales order line item is an individual transaction…
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Percentage of sales order line items changed after initial order placement through telephone
This measure calculates the percentage of sales order line items altered via telephone after an order has been placed. A sales order line item is an individual transaction…
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Percentage of sales order line items changed after initial order placement through the internet
This measure calculates the percentage of sales order line items altered via internet after an order has been placed. A sales order line item is an individual transaction…
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Employee retention rate
This measure calculates employee retention rate. This is defined as the number of employees at the end of the year that were present at the beginning of the year, divided by…
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Personnel cost to perform the process "perform fixed-asset accounting" per fixed asset transaction
This measure calculates personnel cost to perform the process "perform fixed-asset accounting" per fixed asset transaction recorded to the sub ledger. The purpose of this…
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Value per invoice line item that is paid in full the first time
This measure calculates value of billed/invoiced line items paid in full the first time per billed/invoiced line item. An obligation is considered to have been paid in full…
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Total value of Assets Under Management per $1,000 revenue
This measure calculates the total value of Assets Under Management per $1,000 retail bank revenue (interest income plus fee income). Assets Under Management are all of the…
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Average cost to resolve a service-after-sales request for contact centers or similar remote assistance channel
This measure calculates the average cost incurred when contact centers or remote channels deal with post-sale service requests. Service-after-sales requests can be for…
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Average cost to resolve a service-after-sales request for the customer self-service channel
This measure calculates the average cost incurred when a customer is able to resolve a post-sale service request on their own via a customer self-service channel. Service…
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Average cost to resolve a service-after-sales request for on-site visits
This measure calculates the average cost incurred when on-site visits are used to deal with post-sale service requests. Service-after-sales requests can be for discounted…
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Cycle time in hours before automation from the time a sales order is received until the time manufacturing/logistics is notified
This measure calculates the number of hours elapsed between receipt of a sales order and notification of manufacturing/logistics before automation of the sales order process…