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|
Personnel cost to perform the process group "Plan for and align supply chain resources" per process group FTE
This measure calculates the amount of personnel cost per process group full-time equivalent employee (FTE) to perform the process group "plan for and align supply chain…
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Measure Spotlights|
Personnel cost to perform the process group "plan for and align supply chain resources" per $1,000 revenue
This measure calculates the amount of personnel cost per $1,000 revenue to perform the process group "plan for and align supply chain resources," which involves developing…
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Measure Spotlights|
Outsourced cost to perform the process group "plan for and align supply chain resources" per $1,000 revenue
This measure calculates the amount of outsourced cost per $1,000 revenue to perform the process group "plan for and align supply chain resources," which involves developing…
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Measure Spotlights|
Total cost of quality per $100,000 revenue
This measure calculates the total cost (per $100,000) revenue associated with deploying quality products and processes, including process quality as well as post mortem…
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Measure Spotlights|
Cycle time in calendar days to fulfill an ad hoc information request
This measure calculates the time span in days for the HR function to fulfill an ad hoc information request. An ad hoc information request is a last-minute or unexpected…
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Measure Spotlights|
Total cost to perform the HR function per FTE that performs the process group "manage employee information and analytics"
This measure calculates total cost to perform the HR function per full time equivalent (FTE) that performs the process group "manage employee information and analytics"…
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Measure Spotlights|
Percentage of qualified leads where the sale is closed
This measure calculates the percentage of qualified leads that close a sale. Qualified leads are prospective customers who have a demonstrated interest in the product or…
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Measure Spotlights|
Number of sales order lines per FTE performing the process group "plan for and align supply chain resources"
This measure calculates the number of sales order lines per FTE (Full Time Equivalent) performing the process group "plan for and align supply chain resources". A sales order…
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Measure Spotlights|
Outsourced cost to perform the process "manage sales orders", "manage customer requests/inquiries", and "manage customer complaints" per call contact
This measure identifies the outsourced cost (total cost of all aspects of a process transferred to a third party, minus one-time developments/improvements of systems) on a…
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Measure Spotlights|
Overhead cost to perform the processes "manage sales orders", "manage customer service requests/inquiries", and "manage customer complaints" per inbound contact
This measure calculates, per inbound contact, overhead cost (i.e. costs that an organization cannot identify as direct costs of performing a process; these include occupancy,…
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Measure Spotlights|
Total cost to perform the processes "manage sales orders", "manage customer service requests/inquiries", and "manage customer complaints" per active customer
This measure the total costs associated with these three processes per active customer. These processes involve managing a customer before and after delivery, and obtaining…
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Measure Spotlights|
Total cost to perform the processes "manage sales orders", "manage customer service requests/inquiries", and "manage customer complaints" per inbound contact
This measure the total costs associated with these three processes per active customer. These processes involve managing a customer before and after delivery, and obtaining…
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Measure Spotlights|
Inbound contacts for the process "manage sales orders" as a percentage of total inbound contacts
This measure calculates the percentage of customer-initiated inquiries (related to sales, information, technical support, customer service, or complaints) that come from the…
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Measure Spotlights|
Percentage of sales order line items requiring no human intervention to create, modify, or fulfill
This measure calculates the percentage of sales order line items that required no manual intervention to create, modify, or fulfill. A sales order line item is an individual…
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Measure Spotlights|
Demand/supply planning costs per $1,000 revenue
This measure calculates the costs (per $1,000 revenue) associated with forecasting, developing finished goods or end item inventory plans, and coordinating the demand/supply…