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|
Total IT cost, excluding depreciation/amortization, per IT function FTE
This measure calculates the total cost of the IT function, excluding any depreciation/amortization allocated to the fiscal year for capital assets acquired in the current…
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Measure Spotlights|
Total IT external personnel cost per $1,000 revenue
This measure calculates external personnel cost per $1,000 revenue to perform the function “manage information technology”. While inclusion or exclusion of IT capital…
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Measure Spotlights|
Average IT budget variance for application development and maintenance projects
This measure computes the average IT budget variance for application development and maintenance projects. It is calculated as the difference in budget required to complete…
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Measure Spotlights|
Average schedule variance for application development and maintenance projects
This measure calculates the average schedule variance for application development and maintenance projects. It can be computed as the difference in days required to complete…
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Measure Spotlights|
Percentage of respondents claiming to be satisfied with the IT helpdesk
This measure calculates the percentage of respondents that claim to be satisfied with the IT helpdesk in the most recent IT helpdesk satisfaction survey. It is part of a set…
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Measure Spotlights|
Number of IT FTEs that perform the process group "develop and implement security, privacy, and data protection controls" per $1 billion revenue
This measure calculates the number of IT full-time equivalent employees (FTEs) per $1 billion revenue that perform the process group "develop and implement security, privacy,…
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Measure Spotlights|
Percentage of business entity IT FTEs who perform the process group "develop and implement security, privacy, and data protection controls"
This measure calculates the percentage of full-time equivalent employees (FTEs) who perform the process group "develop and implement security, privacy, and data protection…
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Measure Spotlights|
Percentage of total IT cost, excluding depreciation/amortization, allocated to operating costs
This measure calculates the percentage of the total IT cost allocated to IT operating cost excluding depreciation/amortization. In this measure, operating expense includes…
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Measure Spotlights|
Total IT cost, excluding depreciation/amortization, per business entity employee
This measure calculates the total cost of the IT function, excluding any depreciation/amortization allocated to the fiscal year for capital assets acquired in the current…
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Measure Spotlights|
Number of business entity employees per FTE that performs IT processes
This measure calculates the number of business entity employees per full-time equivalent (FTE) employee that performs the function, "manage information technology." This…
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Measure Spotlights|
Total IT cost, excluding depreciation/amortization, per end user
This measure calculates total annual IT cost, excluding depreciation/amortization, per end user. Total IT Cost or Budget (excluding depreciation/amortization; i.e., based on…
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Measure Spotlights|
Number of FTEs that perform the IT function per 1,000 end users
This measure calculates number of full time equivalents (FTEs) who perform the function "manage information technology" per 1,000 end users. IT end users (or IT customers)…
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Measure Spotlights|
Total IT cost, excluding depreciation/amortization, as a percentage of selling, general, and administrative (SGA) costs
This measure calculates total IT cost, excluding depreciation/amortization, as a percentage of selling, general, and administrative (SG&A) costs. Total IT Cost or Budget …
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Measure Spotlights|
Personnel cost to perform the function "manage information technology" per IT function FTE
This measure calculates the internal personnel and external personnel costs to perform the function “manage information technology” per IT function full-time equivalent…
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Measure Spotlights|
Number of FTEs that perform IT processes per $1 billion revenue
This measure calculates number of full time equivalents (FTEs) who perform the function "manage information technology" per $1 billion revenue. The Function "manage…