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 procurement costs allocated to indirect materials and services purchases
This measure calculates percentage of procurement costs allocated to indirect materials and services purchases. Indirect materials and services are procured items and…
-
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…
-
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…
-
Measure Spotlights|
Percentage of sales orders transacted via a portal
This measure calculates the percentage of sales orders that are carried out via a portal (virtual gateway from one website to another). It is part of a set of Process…
-
Measure Spotlights|
Number of FTEs who perform order entry/order processing as a percentage of total FTEs for the process "manage sales orders"
This measure calculates the percentage of total full-time equivalent employees for "manage sales orders" that perform order entry/processing. Order entry/processing…
-
Measure Spotlights|
Number of FTEs who perform order inquiry as a percentage of total FTEs for the process "manage sales orders"
This measure calculates the percentage of total full-time equivalent employees for "manage sales orders" that perform order inquiry. Order inquiry involves fielding potential…
-
Measure Spotlights|
Customer retention rate (3-year)
This measure calculates the percentage of external customers retained over a 3-year period. Customer retention rate is defined as the number of customers who were active…
-
Measure Spotlights|
Percentage of active customers who transact via an electronic marketplace
This measure calculates the percentage of active customers who transact via a virtual location where various market participants meet to exchange services. A customer is…
-
Measure Spotlights|
Percentage of customer accounts set up for electronic data interchange (EDI)
This measure calculates the percentage of customer accounts set up for electronic data interchange (EDI) to submit sales orders to a business entity. EDI allows business…
-
Measure Spotlights|
Revenue received from internet orders, WAP orders, EDI orders, and orders from a direct connection to the system as a percentage of total business entity revenue
This measure calculates the percentage of total business entity revenue that comes from revenue received via internet orders, Wireless Application Protocol (WAP) orders,…
-
Measure Spotlights|
Revenue received from orders through a direct connection to the system as a percentage of total business entity revenue
This measure calculates the percentage of total business entity revenue that comes from revenue received via orders through a direct connection to the system. It is part of a…
-
Measure Spotlights|
Revenue received from EDI orders as a percentage of total business entity revenue
This measure calculates the percentage of total business entity revenue that comes from revenue received via Electronic Data Interchange (EDI) orders. Electronic Data…
-
Measure Spotlights|
Revenue received from email orders as a percentage of total business entity revenue
This measure calculates the percentage of total business entity revenue that comes from revenue received via email orders. It is part of a set of Supplemental Information…
-
Measure Spotlights|
Revenue received from WAP orders as a percentage of total business entity revenue
This measure calculates the percentage of total business entity revenue that comes from revenue received via Wireless Application Protocol (WAP) mobile device orders. It is…
-
Measure Spotlights|
Customer attrition/churn rate (3-year)