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 IT FTEs that perform the process group "develop and maintain information technology solutions" per $1 billion revenue
This measure calculates the number of IT full-time equivalent employees (FTEs) per $1 billion revenue that produce, develop and test new, enhanced, and improved solutions;…
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Average backlog of application break/fix requests for the current year
This measure calculates the average backlog of application break/fix requests for the current year. It is part of a set of Supplemental Information measures that help…
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Average time in hours to resolve highest priority application break/fix problems (current year)
This measure calculates the average number of hours it takes to resolve the highest priority application break/fix problems for the current year. It tracks the time between…
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Measure Spotlights|
Average time in hours to respond to highest priority problem for the current year
This measure calculates the average number of hours it takes to respond to the highest priority problem for the current year. It tracks the time between the first formal…
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Average time in weeks to fulfill a complex information need
This measure calculates the average number of weeks it takes to fulfill a complex information need. A complex need is defined as one that requires external & internal data…
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Selling, general, and administrative (SGA) costs as a percentage of business entity revenue
This measure calculates the organization's expenditure in selling, general, and administrative (SG&A) costs as a percentage of business entity revenue. SG&A costs encompass a…
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Personnel cost to perform the process group "develop and maintain information technology solutions", including depreciation/amortization, per process FTE
This measure calculates personnel cost to perform the process group "develop and maintain information technology solutions", including depreciation/amortization, per process…
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Personnel cost to perform the process group "deploy information technology solutions", including depreciation/amortization, per process FTE
This measure calculates personnel cost to perform the process group "deploy information technology solutions", including depreciation/amortization, per process full-time…
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Personnel cost to perform the process group "deliver and support information technology services", including depreciation/amortization, per process FTE
This measure calculates personnel cost to perform the process group "deliver and support information technology services", including depreciation/amortization, per process…
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Total cost of continuing operations as percentage of revenue
This measure calculates the total cost of continuing operations as a percentage of revenue. Total cost of continuing operations is the sum of cost of goods sold (COGS) and…
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Measure Spotlights|
Percentage of new business applications deployed using cloud technology
This measure calculates the percentage of new business applications deployed that use cloud technology. It is part of a set of Supplemental Information measures that help…
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Measure Spotlights|
Total cost to perform the process group "develop and maintain information technology solutions", including depreciation/amortization, per process FTE
This measure calculates Total cost to perform the process group "develop and maintain information technology solutions", including depreciation/amortization, per process full…
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Measure Spotlights|
Total cost to perform the process group "deploy information technology solutions", including depreciation/amortization, per process FTE
This measure calculates total cost to perform the process group "deploy information technology solutions", including depreciation/amortization, per process full-time…
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Measure Spotlights|
Total cost to perform the process group "deliver and support information technology services", including depreciation/amortization, per process FTE
This measure calculates total cost to perform the process group "deliver and support information technology services", including depreciation/amortization, per process full…
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Measure Spotlights|
Business entity revenue per business entity FTE
This measure calculates business entity revenue per business entity full-time equivalent employee (FTE). This Staff Productivity measure is intended to help companies assess…