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|
Response time in hours for routine "develop and counsel employees" inquiries
This measure determines the number of hours spent responding to routine inquiries (i.e. those received on a regular basis that require a standard response) for the process …
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Measure Spotlights|
Percentage of training programs developed internally
This measure calculates the percentage of training programs developed internally. As part of a set of Supplemental Information measures, it helps companies evaluate…
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Number of FTEs that perform learning administration activities per $1 billion revenue
This measure calculates the number of full-time equivalent employees (FTEs) per $1 billion revenue that schedule courses, coordinate course attendance, print and/or…
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Percentage of customers using your business entity's website for information gathering on your business entity's products/services
This measure calculates the average percentage of customers that gather information on a business entity's products/services via the website (companyname.com). It is part of…
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Measure Spotlights|
Percentage of customers using mobile applications for information gathering on your business entity's products/services
This measure calculates the percentage of customers that gather information on a business entity's products/services via mobile applications. It is part of a set of…
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Percentage of customers using traditional face-to-face contact for information gathering on your business entity's products/services
This measure calculates the percentage of customers that gather information on a business entity's products/services via traditional face-to-face contact. It is part of a set…
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Percentage of customers using indirect marketing for information gathering on your business entity's products/services
This measure calculates the percentage of customers that gather information on a business entity's products/services via indirect marketing (e.g., billboards, print, radio/TV…
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Cycle time in days from identification of need for repatriation to date of transfer
This measure calculates the average cycle time in days for processing a repatriation—the process by which expatriate employees are moved back to their country of origin…
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Overhead cost to perform the process group "redeploy and retire employees" as a percentage of total process group cost
This measure calculates the percentage of the total cost to perform the process group "redeploy and retire employees" that comes from overhead cost. Activities in this…
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Hours spent developing new classroom training content per trainee
This measure calculates the number of hours spent per trainee on developing new classroom training content. It is part of a set of Process Efficiency measures that help…
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Hours spent developing new e-learning training content per trainee
This measure calculates the number of hours spent per trainee on developing new e-learning training content. It is part of a set of Process Efficiency measures that help…
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Total relocation expenses as a percentage of total cost of continuing operations
This measure calculates the total cost of temporary or permanent relocation of employees to other cities, states, or countries in relation to total cost of continuing…
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Total expenditure for repatriation as a percentage of total cost of continuing operations
This measure calculates the total expenditure for repatriation—the process by which expatriate employees are moved back to their country of origin/permanent residence—in…
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Measure Spotlights|
Systems cost to perform the process group "redeploy and retire employees" as a percentage of total process group cost
This measure calculates the percentage of the total cost to perform the process group "redeploy and retire employees" that comes from systems cost. Activities in this process…
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Total expatriation cost as a percentage of total cost of continuing operations
This measure calculates the total cost of expatriation—the process by which employees are moved to another country to undertake a role within that country for their current…