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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This measure calculates total cost to perform the processes "manage sales orders", "manage customer service requests/inquiries" and "manage customer complaints" per FTEs for…
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Total cost to perform the processes "manage sales orders", "manage customer service requests/inquiries", and "manage customer complaints" per business entity FTE
This measure calculates total cost per business entity full time equivalent (FTE) to perform the processes "manage sales orders", "manage customer service requests/inquiries"…
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Other cost to perform the processes "manage sales orders", "manage customer requests/inquiries", and "manage customer complaints" per $1,000 revenue
This measure calculates other cost (i.e. costs other than personnel, equipment, material, systems, outsourced, or overhead costs) per $1,000 revenue to take, receive, process…
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Overhead cost to perform the processes "manage sales orders", "manage customer requests/inquiries", and "manage customer complaints" per $1,000 revenue
This measure calculates overhead cost per $1,000 revenue to take, receive, process and acknowledge new customer orders or amendments to outstanding customer orders; monitor…
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Percentage of inbound email contacts outsourced to a third-party provider
This measure calculates the percentage of inbound email contacts (i.e. emails initiated by the customer related to sales, information, technical support, customer service, or…
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Percentage of web chat or instant messaging contacts outsourced to a third-party provider
This measure calculates the percentage of web chat or instant messaging contacts outsourced to a third-party provider. It is part of a set of Process Efficiency measures that…
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Percentage of inbound contacts through "other" channels outsourced to a third-party provider
This measure calculates the percentage of total inbound contacts (i.e. any queries initiated by the customer related to sales, information, technical support, customer…
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Percentage of inbound postal mail contacts outsourced to a third-party provider
This measure calculates the percentage of inbound postal mail contacts (i.e. queries initiated by the customer via postal mail related to sales, information, technical…
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Percentage of inbound web transaction contacts outsourced to a third-party provider
This measure calculates the percentage of inbound web transaction contacts (i.e. queries initiated by the customer via web transaction contacts related to sales, information,…
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Percentage of inbound dedicated mobile app contacts outsourced to a third-party provider
This measure calculates the percentage of inbound dedicated mobile application contacts (i.e. queries initiated by the customer via apps related to sales, information,…
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Percentage of inbound SMS contacts outsourced to a third-party provider
This measure calculates the percentage of short message service (SMS) contacts (i.e. queries initiated by the customer via SMS related to sales, information, technical…
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Percentage of inbound social media contacts outsourced to a third-party provider
This measure calculates the percentage of inbound social media contacts (i.e. queries initiated by the customer via social media platforms—like Facebook, Twitter, etc…
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First contact resolution rate for SMS
This measure calculates the percentage of questions/issues received that are answered, addressed, and resolved by the end of the customer's initial contact when it's received…
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Percentage of inbound phone contacts outsourced to a third-party provider
This measure calculates the percentage of inbound phone contacts (i.e. queries initiated by the customer via phone related to sales, information, technical support, customer…
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Response time in minutes for inbound requests coming from social media
This measure calculates response time in minutes for inbound requests (i.e. queries initiated by the customer) coming from social media (e.g., Facebook, Twitter, etc.). It is…