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 cost to perform the legal services function as a percentage of revenue
This measure calculates total cost to perform the legal services function as a percentage of revenue. Total cost is the sum of personnel (compensation/benefits), systems …
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Measure Spotlights|
Cycle time in days for a legal services FTE to complete contract preparation
This measure calculates cycle time in days for a legal services full-time equivalent employee (FTE) to complete contract preparation. Contract preparation begins when legal…
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Measure Spotlights|
Cycle time in days for a legal services FTE to complete contract review
This measure calculates cycle time in days for a legal services full-time equivalent employee (FTE) to complete contract review. Contract review begins when legal receives…
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Measure Spotlights|
Customer satisfaction rate for legal services
This measure calculates customer satisfaction rate for legal services. This Staff Productivity measure is intended to help companies assess the efficiency of their staff…
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Measure Spotlights|
Percentage of invoices that are customized
This measure calculates percentage of invoices that are customized (e.g., non-standard print and delivery formats). An invoice is a bill prepared by a seller of goods or…
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Measure Spotlights|
Percentage of customers that have complete self-service access to their order and billing information
This measure calculates percentage of customers that have complete self-service access to their order and billing information (i.e., customer can access order and billing…
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Measure Spotlights|
Percentage of total annual marketing budget allocated to digital marketing - mobile app design, management, and optimization
This measure calculates the percentage of total annual marketing budget allocated to digital marketing - mobile app design, management, and optimization. It is part of a set…
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Measure Spotlights|
Percentage of total annual marketing budget allocated to digital marketing - search engine optimization (seo) and paid search / pay per click (ppc)
This measure calculates the percentage of total annual marketing budget allocated to digital marketing - search engine optimization (SEO) and paid search/pay-per-click (PPC)…
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Measure Spotlights|
Percentage of total annual marketing budget allocated to digital marketing - online advertising (banners, pop-up ads, ads on external websites)
This measure calculates the percentage of total annual marketing budget allocated to digital marketing - online advertising (e.g., banners, pop-up ads, ads on external…
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Measure Spotlights|
Cycle time in days to perform the process "process customer credit"
This measure calculates cycle time in days to perfom the process "process customer credit." The Process "process customer credit" includes [Evaluating and processing…
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Measure Spotlights|
Cycle time in days to perform the process "invoice customer"
This measure calculates the cycle time in days to perform the process "invoice customer". The Process "invoice customer" includes [Preparing detailed reports of customer…
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Measure Spotlights|
Cycle time in days to perform the processes "process accounts receivable (AR)" and "manage and process collections"
This measure calculates the cycle time in days to perform the processes "process accounts receivable (AR)" and "manage and process collections". The Process "process accounts…
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Measure Spotlights|
Cycle time in days to perform the process "manage sales orders"
This measure calculates cycle time in days to perform the process "manage sales orders." The Process "manage sales orders" includes [Taking, receiving, processing, and…
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Measure Spotlights|
Percentage change in learning budget per manufacturing employee per manufacturing employees in the past 12 months
This measure calculates percentage change in learning budget per manufacturing employee per manufacturing employees in the past 12 months. This Supplemental Information…
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Measure Spotlights|
Percentage change in average number of learning days per manufacturing employees in the past 12 months
This measure calculates percentage change in average number of learning days per manufacturing employees in the past 12 months. Learning days are simply the average number of…