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|
Percentage of sales orders received through new (such as digital/electronic) channels
This measure calculates the percentage of sales orders that are received through new channels. New channels include digital or electronic channels, such as internet,…
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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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E-commerce sales as a percentage of retail sales
This measure calculates e-commerce sales as a percentage of retail sales. Electronic Commerce or E-Commerce involves the buying and selling of products and services by…
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E-commerce sales conversion rate for the retail website
This measure calculates the percentage of online shoppers who complete a sales transaction on the website. It is calculated as the total number of transactions on the company…
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Retail sell through rate
This measure calculates the retail operation product sell through rate. It is calculated as the total number of units sold during the reporting period divided by the total…
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Annual percentage change in average retail basket size
This measure calculates annual percentage change in average retail basket size. Average basket size refers to the value of items getting sold in a single purchase. It is the…
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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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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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Average daily retail shoppers to brick-and-mortar retail store staff ratio
This measure calculates shoppers to retail store staff ratio. This Staff Productivity measure is intended to help companies assess the efficiency of their staff related to…
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Retail on-shelf/in-stock availability rate
This measure calculates the on-shelf availability/in-stock rate for products available for sale to the shopper. Product availability is defined as a product for sale to a…
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Average cost per sales order for orders received through traditional channels
This measure calculates the average cost of sales orders received through traditional channels, which include face-to-face, phone calls, postal mail, and facsimiles. It is…
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Number of business entity employees per FTE that performs the process group "manage employee information"
This measure calculates the number of business entity employees per full-time equivalent (FTE) employee that performs the process group "manage employee information," which…
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Percentage of employees with access to Employee Self-Service (ESS) system
This measure calculates the percentage of employees who have access to an Employee Self-Service (ESS) system, which allows non-payroll, non-benefits and non-HR employees to…
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Percentage of managers with access to Manager Self-Service (MSS) system
This measure calculates the percentage of employees who have access to a Manager Self-Service (MSS) system, which allows non-payroll, non-benefits and non-HR managers to…
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Average monthly sales forecast error within a product family
This measure calculates the average monthly sales forecast error within a product family. The error is calculated as follows: The absolute value of [(Forecast number of units…