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 the customer order management function per $1 billion revenue
This measure calculates the number of full-time equivalent employees (FTEs) tending to the customer order management function per $1 billion revenue. Customer order…
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Average cycle time in days from detection-to-correction of warranty issues
This measure calculates average cycle time in days to complete the detection to correction cycle time for warranty issues. The detection to correction cycle time begins when…
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Warranty accrual rate
This measure calculates the amount of revenue that is set aside to pay warranty claims in the 12-month period as a percentage of total business entity revenue for the period…
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Warranty claims rate
This measure calculates the total value of warranty claims paid in the 12-month period as a percentage of total business entity revenue for the period. A warranty claim is a…
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Warranty cost forecast accuracy
This measure calculates warranty cost forecast accuracy by taking 100% minus the forecast variance amount. Forecast variance amount is the absolute difference between…
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Average annual product return rate
This measure calculates the total number of products returned in the 12-month period as a percentage of the total number of products sold in the same period. This Process…
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Average annual recall rate per product family
This measure calculates, for all product lines, total number of product units recalled in the 12-month period as a percentage of the period's total number of units produced. …
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Supplier recovery rate
This measure calculates the actual amount recovered from suppliers in the 12-month reporting period divided by the amount of total warranty cost caused by suppliers in the…
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Overhead cost of the customer order management function as a percentage of total function cost
This measure calculates the percentage of the total cost of the customer order management function that comes from overhead cost. Overhead costs refer to those that an…
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Other cost of the customer order management function as a percentage of the total function cost
This measure calculates the percentage of the total cost of running the customer order management function that comes from other costs not already covered in the other system…
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Outsourced cost of the customer order management function as a percentage of total function cost
This measure calculates the percentage of the total cost of the customer order management function that comes from outsourcing. The outsourced cost refers to the total cost…
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Measure Spotlights|
Total cost to perform the customer order management function per $1,000 revenue
This measure calculates the total cost of all processes involved in the customer order management function, from the point of order to delivery and invoicing, per $1,000…
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Measure Spotlights|
Total cost of the customer order management function per function FTE
This measure calculates the total cost of all processes involved in the customer order management function, from the point of order to delivery and invoicing, per full-time…
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Measure Spotlights|
Personnel cost of the customer order management function as a percentage of total function cost
This measure calculates the percentage of the total cost of the customer order management function that comes from personnel cost. Personnel cost includes employee salaries…
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Measure Spotlights|
Combined personnel and systems costs of the customer order management function as a percentage of the total cost the function
This measure calculates the percentage of the total cost of running the customer order management function that comes from personnel (employee compensation and benefits) and…