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 vacancies filled by internal candidates for operational workers/office staff
This measure calculates the percentage of vacancies filled by internal candidates for operational workers/office staff (i.e. those who do not have any management…
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Measure Spotlights|
Percentage of vacancies filled by internal candidates for senior management/executives
This measure calculates the percentage of vacancies filled by internal candidates for senior management/executives (i.e. the highest-ranking officers and managers below…
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Measure Spotlights|
Number of internal hires per "redeploy and retire employees" FTE
This measure calculates the number of internal hires per full-time equivalent (FTE) employee for the "redeploy and retire employees" process group, which consists of…
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Measure Spotlights|
Average furlough duration in calendar days
This measure calculates an average furlough duration in calendar days (incl. weekends). A furlough is a temporary reduction of workforce with continuation of benefits, where…
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Measure Spotlights|
Temporary layoffs as a percentage of total business entity employees
This measure calculates temporary layoffs as a percentage of total business entity employees. This Supplemental Information measure is intended to help companies evaluate…
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Measure Spotlights|
Number of remote business entity employees per FTE that performs the process group "redeploy and retire employees"
This measure calculates number of remote business entity employees per full-time equivalent employee (FTE) that performs the process group "redeploy and retire employees,This…
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Measure Spotlights|
Furloughs with pay as a percentage of total business entity employees
This measure calculates furloughs with pay as a percentage of total business entity employees. A furlough is a temporary reduction of workforce with continuation of benefits,…
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Measure Spotlights|
Furloughs without pay as a percentage of total business entity employees
This measure calculates furloughs without pay as a percentage of total business entity employees. A furlough is a temporary reduction of workforce with continuation of…
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Measure Spotlights|
Total cost to perform the HR function per FTE that performs the process group "redeploy and retire employees"
This measure calculates the total cost per "redeploy and retire employees" full-time equivalent (FTE) employee to perform the human resources (HR) function. These FTEs focus…
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Measure Spotlights|
Agent voluntary attrition rate
This measure determines the agent voluntary attrition rate, which is calculated by dividing the number of agents voluntarily terminated during the reporting period by the…
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Measure Spotlights|
Percentage change in the total number of voluntary employee terminations in the past 12 months (pre- to post-Covid)
This measure calculates percentage change in the total number of voluntary employee terminations in the past 12 months (pre-Covid). Voluntary turnover (or termination)…
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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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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|
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…