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.
Looking for something specific?
Ask UsResource Results
-
Measure Spotlights|
Value per invoice line item that is paid in full the first time
This measure calculates value of billed/invoiced line items paid in full the first time per billed/invoiced line item. An obligation is considered to have been paid in full…
-
Measure Spotlights|
Percentage of your organization's revenue growth over the past three years due to acquisitions
This measure calculates the total percentage of your organization’s revenue growth over the past three years due to acquisitions (part of inorganic growth) as opposed to…
-
Measure Spotlights|
Average cost to resolve a service-after-sales request for contact centers or similar remote assistance channel
This measure calculates the average cost incurred when contact centers or remote channels deal with post-sale service requests. Service-after-sales requests can be for…
-
Measure Spotlights|
Average cost to resolve a service-after-sales request for the customer self-service channel
This measure calculates the average cost incurred when a customer is able to resolve a post-sale service request on their own via a customer self-service channel. Service…
-
Measure Spotlights|
Average cost to resolve a service-after-sales request for on-site visits
This measure calculates the average cost incurred when on-site visits are used to deal with post-sale service requests. Service-after-sales requests can be for discounted…
-
Measure Spotlights|
Cycle time in hours before automation from the time a sales order is received until the time manufacturing/logistics is notified
This measure calculates the number of hours elapsed between receipt of a sales order and notification of manufacturing/logistics before automation of the sales order process…
-
Measure Spotlights|
Cycle time in hours after automation from the time a sales order is received until the time manufacturing/logistics is notified
This measure calculates the number of hours elapsed between receipt of a sales order and notification of manufacturing/logistics after automation of the sales order process…
-
Measure Spotlights|
Percentage effect of sales order processing automation on overall profitability
This measure calculates the effect of implementing sales order process automation, which makes use of automated tools like hand-held terminals and scanning devices, on…
-
Measure Spotlights|
Annual personnel cost savings through sales order processing automation for the process "manage sales orders" per $1 billion revenue
This measure calculates how much a company saves each year in personnel cost (employee salaries/wages, bonuses, benefits, etc.) per $1 billion revenue when automation is…
-
Measure Spotlights|
Inbound calls for the process "manage sales orders" as a percentage of total inbound calls
This measure calculates the average number of inbound calls for the process "manage sales orders" as a percentage of total inbound calls. Inbound calls refer to any queries …
-
Measure Spotlights|
Percentage of revenue attributed to direct sources three reporting periods ago
This measure calculates the percentage of revenue associated with direct sources (i.e. primary business channels) for the past three consecutive reporting periods. As part of…
-
Measure Spotlights|
Percentage of revenue attributed to e-commerce three reporting periods ago
This measure calculates the percentage of revenue associated with e-commerce (i.e. over the internet) for the past three consecutive reporting periods. As part of a set of…
-
Measure Spotlights|
Percentage of revenue attributed to indirect sources three reporting periods ago
This measure calculates the percentage of revenue associated with indirect sources (i.e. areas other than primary business channels) for the past three reporting periods. As…
-
Measure Spotlights|
Percentage of sales orders delivered on time (three reporting periods prior)
This measure calculates the percentage of sales orders that were delivered on time during the past three reporting periods. It is part of a set of Process Efficiency measures…
-
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…