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|
Customer wallet share
This measure calculates the average percentage of current customer's total spending in the benchmarked product/service categories. It is part of a set of Process Efficiency…
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Key customer retention rate (1-year)
This measure calculates the percentage of key customers (i.e. the top 20 percent of customers in terms of currency volume of sales) retained from the previous year. It is…
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Percentage of revenue attributed to customers who made first purchase of the brand
This measure calculates the percentage of revenue in the last year that is attributed to customers who made their first purchase of the brand in the same year. It is part of…
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Actual Open-to-buy retail inventory as a percentage of planned retail inventory
This measure calculates actual Open-to-buy inventory as a percentage of planned inventory. This Process Efficiency measure is intended to help companies minimize waste and…
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Retail customer lifetime value
This measure calculates customer lifetime value (CLV) for the retail operation. CLV is defined by the following equation: Margin * (Customer Retention Rate / ((1 + Discount…
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Market share
This measure calculates the percentage of total value (not volume) sold in the product/service categories being benchmarked. It is computed by dividing annual sales revenue…
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Number of business entity employees per FTE that performs the process group "develop and counsel employees"
This measure calculates the number of business entity employees per full-time equivalent (FTE) employee that performs the process group "develop and counsel employees," which…
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Number of business entity employees per FTE in learning administration
This measure calculates the number of business entity employees per full-time equivalent (FTE) employee in learning administration, which handles scheduling courses,…
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Percentage of customers who would recommend product/service to family/friends
This measure calculates the percentage of customers who say they would recommend a product or service to family and friends. It is part of a set of Process Efficiency…
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Percentage of "develop and counsel employees" inquiries received via channels other than e-mail, phone, and face-to-face
This measure calculates the percentage of inquiries received via channels other than e-mail, phone, and face-to-face for the process "develop and counsel employees," which…
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Percentage of "develop and counsel employees" inquiries received via e-mail
This measure calculates the percentage of inquiries received via e-mail for the process "develop and counsel employees," which consists of learning strategy, employee…
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Percentage of "develop and counsel employees" inquiries received via face-to-face
This measure calculates the percentage of inquiries received via face-to-face for the process "develop and counsel employees," which consists of learning strategy, employee…
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Percentage of "develop and counsel employees" inquiries received via phone
This measure calculates the percentage of inquiries received via phone for the process "develop and counsel employees," which consists of learning strategy, employee…
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Number of FTEs that perform learning administration activities per $1 billion revenue
This measure calculates the number of full-time equivalent employees (FTEs) per $1 billion revenue that schedule courses, coordinate course attendance, print and/or…
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Measure Spotlights|
Number of FTEs that perform the processes "manage employee orientation and deployment," "manage employee performance," and "manage employee relations" per $1 billion revenue
This measure calculates the number of full-time equivalent employees (FTEs) per $1 billion revenue that perform the processes "manage employee orientation and deployment," …