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 Us-
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|
Total cost to perform 'define customer management strategy' activities per sales order line item placed
This measure calculates total annual cost per sales order line item placed to perform 'define customer management strategy' activities. Total cost is the sum of personnel …
-
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…
-
Measure Spotlights|
Total cost to perform the process "service customers" per sales order placed
This measure calculates total cost per sales order to develop customer relationships via customer support (other than standard order inquiries), provide technical support,…
-
Measure Spotlights|
Total cost to perform the process "service customers" per sales order line item placed
This measure calculates total cost per sales order line item to develop customer relationships via customer support (other than standard order inquiries), provide technical…
-
Measure Spotlights|
Total annual cost to perform the process "service customers" per sales FTE
This measure calculates total cost per sales full-time equivalent (FTE) employee to develop customer relationships via customer support (other than standard order inquiries),…
-
Measure Spotlights|
Total annual cost to perform the process "service customers" per active customer
This measure calculates total cost per active customer to develop customer relationships via customer support (other than standard order inquiries), provide technical support…
-
Measure Spotlights|
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…
-
Measure Spotlights|
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…
-
Measure Spotlights|
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…
-
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…
-
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…
-
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…