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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 change in the total number of involuntary employee terminations in the past 12 months (pre- to post-Covid)
This measure calculates percentage change in the total number of involuntary employee terminations in the past 12 months (pre-Covid). Involuntary turnover (or termination)…
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Value of returned products as a percentage of sales
This measure calculates the value of returned products (either due to deficiency or incorrect shipping) as a percentage of sales. It is part of a set of Process Efficiency…
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Measure Spotlights|
Percentage of corrective actions for customer complaints that are completed within 15 days
This measure calculates the percentage of corrective actions for customer complaints that are completed in 15 days or fewer. It is part of a set of Process Efficiency…
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Measure Spotlights|
Cycle time in days for processing an employee's retirement
This measure calculates the average cycle time in days for the administration and execution of an employee's retirement, including calculation of pension benefits,…
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Measure Spotlights|
Number of monthly routine "redeploy and retire employees" inquiries per business entity employee
This measure calculates the number of monthly routine inquiries (i.e. those received on a regular basis that require a standard response) received per business entity…
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Measure Spotlights|
Percentage of total involuntary terminations that are middle management/specialists
This measure calculates the amount of middle management/specialists (i.e. managers with budgetary and/or supervisory responsibility who report to senior management and/or…
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Measure Spotlights|
Percentage of total involuntary terminations that are operational workers/office staff
This measure calculates the amount of operational workers/office staff (i.e. those who do not have any management responsibility) that were terminated due to permanent layoff…
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Measure Spotlights|
Percentage of total involuntary terminations that are senior management/executives
This measure calculates the amount of senior management/executives (i.e. highest-ranking officers and managers below executives) that were terminated due to permanent layoff,…
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Measure Spotlights|
Percentage of "redeploy and retire employees" inquiries received that are routine
This measure calculates the percentage of inquiries received for the process "redeploy and retire employees"—which consists of promotion/demotion/transfer processing,…
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Percentage of business entity employees that were redeployed for reasons other than filling a vacancy
This measure calculates the percentage of business entity employees that were redeployed for reasons other than filling a vacancy. It is part of a set of Process Efficiency…
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Percentage of total voluntary terminations that are operational workers/office staff
This measure calculates the amount of operational workers/office staff (i.e. those who do not have any management responsibility) that voluntarily left an organization of…
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Measure Spotlights|
Employees relocated within a country as a percentage of total business entity employees
This measure calculates the percentage of total business entity employees that were relocated within their country. As part of a set of Supplemental Information measures, it…
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Measure Spotlights|
Percentage of total voluntary terminations that are middle management/specialists
This measure calculates the amount of middle management/specialists (i.e. managers with budgetary and/or supervisory responsibility who report to senior management and/or…
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Measure Spotlights|
Percentage of total voluntary terminations that are senior management/executives
This measure calculates the amount of senior management/executives (i.e. highest-ranking officers and managers below executives) that voluntarily left an organization of…
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Measure Spotlights|
Response time in hours for non-routine "redeploy and retire employees" inquiries
This measure determines the number of hours spent responding to non-routine inquiries (i.e. those that require complex responses and subject-matter expert escalation) for the…