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|
Cycle time in days to complete the annual budget
This measure calculates the number of calendar days (including weekends) it takes to complete the annual budget. It is part of a set of Cycle Time measures that help…
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Percentage error for the total sales forecast
This measure calculates total sales forecasting percentage error. It is calculated as the absolute value of ((Projected – actual sales) / actual sales) * 100.
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Total cost to perform the process "perform planning/budgeting/forecasting" as a percentage of revenue
This measure calculates the total cost to perform the process "perform planning/budgeting/forecasting"—which involves developing periodic plans, budgets, and forecasts to…
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Overall forecast accuracy
Forecast accuracy compares forecasted sales for a specific period. Forecast accuracy is computed as 1 - the absolute value of (actual sales - forecast sales), divided by the…
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Total cost to perform the process "perform planning/budgeting/forecasting" per $1,000 revenue
This measure calculates the total cost per $1,000 revenue to perform the process "perform planning/budgeting/forecasting," which involves developing periodic plans, budgets,…
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Total cost to perform the process "develop sourcing strategies" per $1,000 purchases
This measure calculates the total cost per $1,000 purchases to perform the "develop sourcing strategies" process, which involves clarifying purchasing requirements, matching…
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Total cost to perform the process "develop sourcing strategies" per $1,000 revenue
This measure calculates the total cost per $1,000 revenue to perform the "develop sourcing strategies" process, which involves clarifying purchasing requirements, matching…
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Personnel cost to perform 'define customer management strategy' activities per $1,000 revenue
This measure calculates personnel cost to perform 'define customer management strategy' activities per $1,000 revenue. Personnel cost refers to employee personnel…
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Other cost to perform 'define customer management strategy' activities per $1,000 revenue
This measure calculates costs other than personnel, systems, overhead, and outsourced to perform 'define customer management strategy' activities per $1,000 revenue. Other…
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Outsourced cost to perform 'define customer management strategy' activities per $1,000 revenue
This measure calculates outsourced cost to perform 'define customer management strategy' activities per $1,000 revenue. Other cost refers to costs other than personnel,…
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Overhead cost to perform 'define customer management strategy' activities per $1,000 revenue
This measure calculates overhead cost (direct and/or allocated to the site) to perform 'define customer management strategy' activities per $1,000 revenue. Overhead costs…
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Agent schedule adherence
This measure evaluates how well agents adhere to the schedule prescribed to them for a specific shift, including break times, back office times, etc. It is part of a set of…
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Average call handling time in seconds
This measure calculates the amount of time an agent spends handling a call. It is part of a set of Cycle Time measures that help companies optimize the performance of their …
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Bridge rate
This measure calculates bridge rate. Bridge rate is defined as the total annual number of inbound contacts where a cross-sell or up-sell sales attempt was made, divided by…
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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…