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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|
Outsourced cost of the phase 'design and develop product/services' per $1,000 revenue
This measure calculates outsourced cost (per $1,000 revenue) of the phase ‘design and develop products/services,' which includes assigning resources to product/service…
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Systems cost of the phase 'support product manufacturing or service delivery' per $100,000 revenue
This measure calculates systems cost (per $100,000 revenue) of the phase ‘support product manufacturing or service delivery,' which are monitored by new product/service…
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Total cost to design and develop products/services per project that enters the test market products/services phase
This measure calculates the total cost to design and develop products/services per project that enters the test market products/services phase (in which prototypes are used…
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Percentage of sales order line items delivered on time
This measure calculates the percentage of sales order line items that were delivered on time. A sales order line item is an individual transaction listed on a sales order…
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Percentage of total returns flow generated due to stock-balancing/marketing returns
This measure calculates the percentage of total returns flow generated due to balancing/marketing returns. It is part of a set of Supplemental Information measures that help…
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Percentage of total returns flow generated due to transit damage
This measure calculates the percentage of total returns flow generated due to transit damage. It is part of a set of Supplemental Information measures that help companies…
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Percentage of returned goods that are remanufactured and resold through a secondary channel
This measure calculates the percentage of returned goods that are remanufactured and resold through a sales channel outside of a company's primary sales channel (e.g., outlet…
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Percentage of returned goods that are resold as-is through a secondary channel
This measure calculates the percentage of returned goods that are resold as-is through a sales channel outside of a company's primary sales channel (e.g., outlet stores,…
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Percentage of returned goods that are sold as scrap
This measure calculates the percentage of returned goods that are sold as scrap. It is part of a set of Supplemental Information measures that help companies evaluate…
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Percentage of total returns flow generated due to disposal requirements
This measure calculates the percentage of total returns flow generated because of requirements to discard products or components, often to a landfill or equivalent waste…
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Percentage of total returns flow generated due to field service/corrective action
This measure calculates the percentage of total returns flow generated due to field service/corrective action. It is part of a set of Supplemental Information measures that…
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Measure Spotlights|
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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Measure Spotlights|
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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Measure Spotlights|
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…