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|
Manual transmission rate for direct materials and services purchase orders
This measure calculates percentage of purchase orders for direct materials and services transmitted to the vendor manually. A purchase order (or supplier order) is a form…
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Average payment days for negotiated payment terms
This measure calculates average payment days for typical negotiated payment terms. This Supplemental Information measure is intended to help companies evaluate additional…
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Other cost to perform the process group "procure materials and services" as a percentage of total process group cost
This measure calculates the percentage of the total cost to perform the process group "procure materials and services" that comes from other costs. This process group…
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Total cost to perform the process "order materials and services" as a percentage of total procurement process group cost
This measure calculates the percentage of total cost for the procurement process that comes from costs to perform the "order materials and services" process, which involves…
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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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Forecast accuracy for long-term planning
This measure calculates forecast accuracy computed by workforce management software for long-term planning (three to six months advanced planning). This Process Efficiency…
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Forecast accuracy for short-term planning
This measure calculates forecast accuracy computed by workforce management software for short-term planning (defined as 24 hours through four weeks advanced planning). This…
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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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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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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…