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|
Average payment days for negotiated payment terms
This measure calculates average payment days for typical negotiated payment terms. This Supplemental Information measure is intended to help companies evaluate additional…
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Measure Spotlights|
Percentage of total value of direct materials and services purchased outside of country
This measure calculates the percentage of the total value of direct materials and services—the items and activities used to directly produce a product—purchased overseas…
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Measure Spotlights|
Other cost to perform the process group "procure materials and services" as a percentage of total process group cost
This measure calculates the percentage of the total cost to perform the process group "procure materials and services" that comes from other costs. This process group…
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Measure Spotlights|
Total cost to perform the process "order materials and services" as a percentage of total procurement process group cost
This measure calculates the percentage of total cost for the procurement process that comes from costs to perform the "order materials and services" process, which involves…
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Key customer retention rate (1-year)
This measure calculates the percentage of key customers (i.e. the top 20 percent of customers in terms of currency volume of sales) retained from the previous year. It is…
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Customer wallet share
This measure calculates the average percentage of current customer's total spending in the benchmarked product/service categories. It is part of a set of Process Efficiency…
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Percentage of revenue attributed to customers who made first purchase of the brand
This measure calculates the percentage of revenue in the last year that is attributed to customers who made their first purchase of the brand in the same year. It is part of…
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Retail customer lifetime value
This measure calculates customer lifetime value (CLV) for the retail operation. CLV is defined by the following equation: Margin * (Customer Retention Rate / ((1 + Discount…
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Measure Spotlights|
Annual percentage change in savings in Goods Not For Resale (GNFR)
This measure calculates annual percentage change in savings in Goods Not For Resale (GNFR). Goods Not For Resale is the procurement of all goods and services a retailer…
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Annual percentage change in retail customer purchase frequency
This measure calculates annual percentage change in retail customer purchase frequency. Customer purchase frequency is defined as the number of times a customer has made a…
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Average time in days to resolve retail supply related issues with quality
This measure calculates average time in days to resolve retail supply related issues with quality. This Cycle Time measure is intended to help companies analyze this duration…
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Measure Spotlights|
Retail shopping cart abandonment rate
This measure calculates shopping cart abandonment for the business entity website. Shopping cart abandonment rate is calculated as follows: 100% - [Completed transactions as…
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Market share
This measure calculates the percentage of total value (not volume) sold in the product/service categories being benchmarked. It is computed by dividing annual sales revenue…
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Average procure-to-pay cycle time in days
This measure calculates the number of days required to pay suppliers from the time a purchase order is placed until the time payment is complete. It is part of a set of Cycle…
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Measure Spotlights|
Percentage of customers who would recommend product/service to family/friends
This measure calculates the percentage of customers who say they would recommend a product or service to family and friends. It is part of a set of Process Efficiency…