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|
Number of FTEs that perform 'define customer management strategy' activities per $1 billion revenue
This measure calculates total number of full time equivalents (FTEs) who perform 'define customer management strategy' activities per $1 billion revenue. Defining the…
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Number of FTEs that perform the customer service function per $1 billion revenue
This measure calculates the number of full-time equivalent employees (FTEs) per $1 billion revenue who are employed to perform the customer service function. It is part of a…
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Customer attrition/churn rate (1-year)
This measure calculates the rate at which customers leave a company over the previous 12-month period. For example, if 5 out of 100 customers terminate service, the attrition…
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Number of FTEs that perform the customer service function per business entity employee
This measure calculates number of full time equivalents (FTEs) that perform the function "manage customer service" per business entity employee. The Function "manage…
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Customer retention rate (1-year)
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Systems cost to perform 'define customer management strategy' activities per $100,000 revenue
This measure calculates systems cost to perform 'define customer management strategy' activities per $100,000 revenue. Systems cost refers to a variety of expenses related to…
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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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Annual revenue impact through investment in advanced analytics
This measure calculates the impact on annual revenue through investment in advanced analytics. It is a percentage change, and a negative number indicates decrease in revenue…
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Percentage of new applications that is developed on cloud (cloud native applications)
This measure calculates percentage of new applications that is developed on cloud (cloud native applications). Cloud computing is technology that allows users to access and…
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Total IT capital cost, excluding depreciation/amortization, per business entity FTE
This measure calculates the total IT capital cost, excluding any depreciation/amortization allocated to the fiscal year for capital assets acquired in the current period, per…
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Percentage of IT contractors in the IT function
This measure calculates the percentage of IT contractors in the IT function. The IT function concerns the development, delivery, support, and management of IT business…
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Total IT operating cost, excluding depreciation/amortization, per business entity FTE
This measure calculates the total IT operating cost excluding depreciation/amortization, per business entity full-time equivalent employee. When calculating this measure…
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Percentage of total IT internal personnel cost, excluding depreciation/amortization, allocated to activities other than application development, application maintenance, or infrastructure
This measure calculates the percentage of total IT internal personnel cost (including benefits), excluding depreciation/amortization, allocated to activities other than…
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Percentage of internal IT employees outside of the IT function in other business units
This measure calculates the percentage of internal IT employees outside of the IT function in other business units. The IT function concerns the development, delivery,…
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Measure Spotlights|
Percentage of internal IT employees in the IT function
This measure calculates the percentage of internal IT employees in the IT function. The IT function concerns the development, delivery, support, and management of IT business…