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|
Overhead cost to perform the process "manage sales orders" per $1,000 revenue
This measure calculates the amount of overhead cost per $1,000 revenue for the process "manage sales orders." Overhead costs refer to those that an organization cannot…
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Measure Spotlights|
Overhead cost to perform the process "manage sales orders" as a percentage of total process cost
This measure calculates the percentage of the total cost to perform the process "manage sales order" that comes from overhead cost (primary allocated costs such as occupancy,…
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Total revenue per sales order placed
This measure calculates the total revenue earned per sales order placed. A sales order is any request to deliver goods or services to a customer. A sales order may be in any…
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Percentage of annual sales orders processed first time error free
This measure calculates the percentage of annual sales orders that are processed first time error free. A sales order is any request to deliver goods or services to a…
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Approximate percentage of sales orders that are created through touchless processing
This measure calculates the approximate percentage of sales orders that are created through touchless processing. A sales order is any request to deliver goods or services to…
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Number of hours to create a sales order in system
This measure calculates the average number of hours to create a sales order in respondent's system. A sales order is any request to deliver goods or services to a customer. A…
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Percentage of revenue attributed to direct sources for the current period
This measure calculates the percentage of revenue associated with direct sources (i.e. primary business channels) for the current reporting period. As part of a set of…
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Percentage of revenue attributed to e-commerce for the current period
This measure calculates the percentage of revenue associated with e-commerce (i.e. over the internet) for the current reporting period. As part of a set of Supplemental…
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Percentage of revenue attributed to indirect sources for the current period
This measure calculates the percentage of revenue associated with indirect sources (i.e. areas other than primary business channels) for the current reporting period. As part…
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Percentage of total annual revenue that is generated from up-sell/cross-selling services associated with product purchases
This measure calculates the percent of total annual revenue that comes from up-selling or cross-selling services. Up-selling is a sales technique that involves offering…
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Percentage of total vacancies filled by internal candidates
This measure calculates percentage of total vacancies filled by internal candidates at business entity. This Supplemental Information measure is intended to help companies…
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Voluntary terminations as a percentage of total business entity employees
This measure calculates the percentage of total business entity employees that left an organization of their own accord due to any situation. It is part of a set of Process…
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Employee turnover rate
This measure determines the employee turnover rate, which is calculated by dividing total employees terminated (both voluntary and involuntary) by the average number of …
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Percentage of sales force that made their quotas/targets in the last 12-month reporting period
This measure calculates the percentage of the sales force that hit their designated quotas/targets in the last 12-month reporting period. It is part of a set of Staff…
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Measure Spotlights|
Cross-sell/up-sell close rate
This measure calculates percentage of inbound contacts that completed an additional cross-sell or up-sell. Inbound contact refers to any query (related to sales, information,…