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|
Total cost to perform the process group "reward and retain employees" per $1,000 revenue
This measure calculates the total cost per $1,000 revenue to perform the process group "reward and retain employees." Activities in this process group include compensation…
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Response time in hours for non-routine "reward and retain employees" inquiries
This measure determines the number of hours spent responding to non-routine inquiries (i.e. those that require complex responses and subject-matter expert escalation) for the…
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Total cost to perform the HR function per FTE that performs the process group "reward and retain employees"
This measure calculates the total cost per "reward and retain employees" full-time equivalent (FTE) employee to perform the human resources (HR) function. These FTEs focus on…
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Percentage of data and content managed as enterprise information assets
This measure calculates the percentage of data and content that are managed as enterprise information assets (i.e. the body of data and content that is organized and managed…
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Percentage of IT operating costs, excluding depreciation/amortization, dedicated to manage enterprise information
This measure calculates the percentage of IT operating costs, including depreciation/amortization, allocated to the process group "manage enterprise information," which…
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Average return on investment on social media marketing channel marketing/sales campaigns
This measure calculates the average return on investment (ROI) for social media marketing/sales campaigns (i.e. interactions via social platforms external to a company's…
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Average return on investment on traditional face-to-face channel marketing/sales campaigns
This measure calculates the average return on investment (ROI) for traditional face-to-face marketing/sales campaigns. ROI is defined as the amount of gain made by an…
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Average return on investment on indirect marketing (billboards, print, broadcasting (radio/TV)) channel marketing/sales campaigns
This measure calculates the average return on investment (ROI) for indirect marketing/sales campaigns (e.g., billboards, print, radio/TV broadcasting). ROI is defined as the…
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Percentage of customers using social media 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 social media (i.e. interactions via social platforms…
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Cycle time in days for the formal performance review process from start to finish for middle management/specialists
This measure calculates the number of calendar days (including weekends) required to complete the formal performance review process from start to finish for middle management…
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Cycle time in days for the formal performance review process from start to finish for Operational workers/office staff
This measure calculates the number of calendar days (including weekends) required to complete the formal performance review process from start to finish for operational…
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Cycle time in days for the formal performance review process from start to finish for senior management/executives
This measure calculates the number of calendar days (including weekends) required to complete the formal performance review process from start to finish for senior management…
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Average return on investment on website channel marketing/sales campaigns
This measure calculates the average return on investment for company website (companyname.com) marketing/sales campaigns. ROI is defined as the amount of gain made by an…
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Average return on investment on mobile application channel marketing/sales campaigns
This measure calculates the average return on investment (ROI) for mobile application marketing/sales campaigns. ROI is defined as the amount of gain made by an investment…
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Measure Spotlights|
Average return on investment on search engine marketing channel marketing/sales campaigns
This measure calculates the average return on investment (ROI) for search engine marketing/sales campaigns. ROI is defined as the amount of gain made by an investment…