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|
Percentage of funding for KM applications, platforms, or technologies from one or more business units/functions whose employees are end-users of the application/platform
This measure calculates the percentage of funding for knowledge management (KM) applications, platforms, or technologies that comes from one or more business units/functions…
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Percentage of business entity employees that participate in approaches and activities included in KM program, initiative, or service
This measure calculates the percentage of business entity employees that participate in approaches and activities included in the knowledge management (KM) program,…
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Measure Spotlights|
Number of business entity employees per FTE that directly supports the business entity's knowledge management program
This measure calculates the number of business entity employees per full-time equivalent (FTE) employee that directly supports the business entity's knowledge management (KM)…
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Number of FTEs that perform the process "service customers" per $1 billion revenue
This measure calculates the number of full-time equivalent employees (FTEs) per $ 1 billion revenue who develop customer relationships via customer support (other than…
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Overhead cost to perform the process "service customers" per $1,000 revenue
This measure calculates overhead cost per $1,000 revenue to develop customer relationships via customer support (other than standard order inquiries), provide technical…
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Total cost to perform the process "service customers" per $1 billion revenue
This measure calculates total cost per $1 billion revenue to develop customer relationships via customer support (other than standard order inquiries), provide technical…
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Total cost to perform the process "service customers" per process FTE
This measure calculates total cost per process full-time equivalent (FTE) employee to develop customer relationships via customer support (other than standard order inquiries…
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Measure Spotlights|
Total cost to perform the process "service customers" per $1,000 revenue
This measure calculates total cost per $1,000 revenue to develop customer relationships via customer support (other than standard order inquiries), provide technical support,…
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Number of inbound contacts per customer service FTE (including external FTEs)
This measure calculates the total number of inbound contacts for the customer service operation per full time equivalent (FTE) (including contractors and outsourced resources…
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Percentage change in customer service FTEs (including external) over the past 12 months
This measure calculates percentage change in full time equivalents (FTEs) (including contractors and outsourced resources) that performs the function "manage customer service…
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Percentage of customer service FTEs added/hired in the past 12 months attributed to AI
This measure calculates the percentage of full time equivalents (FTEs) that perform the function "manage customer service" added/hired in the past 12 months that are…
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Percentage of customer service FTEs eliminated/redeployed in the past 12 months attributed to AI
This measure calculates the percentage of full time equivalents (FTEs) that perform the function "manage customer service" eliminated/redeployed in the past 12 months…
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Percentage of customer service FTEs with skill requirement changes in the past 12 months driven by the adoption of AI
This measure calculates the percentage of full time equivalents (FTEs) that perform the function "manage customer service" with skill requirement changes in the past 12…
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Percentage of customer service FTEs with skill requirement changes in the past 12 months
This measure calculates the percentage of full time equivalents (FTEs) that perform the function "manage customer service" with skill requirement changes in the past 12…
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Measure Spotlights|
Average cost per inbound contact
This measure calculates average cost per inbound contact. Inbound contact refers to any query (related to sales, information, technical support,customer service, or…