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 processes "manage customer requests/inquiries" and "manage customer complaints" per $1,000 revenue
This measure calculates personnel cost per $1,000 revenue to perform the processes "manage customer requests/inquiries" and "manage customer complaints." Personnel cost…
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Measure Spotlights|
Personnel cost to perform the processes "manage sales orders", "manage customer service requests/inquiries", and "manage customer complaints" per business entity FTE
This measure calculates personnel cost per full time equivalent (FTE) that performs the processes "manage sales orders", "manage customer service requests/inquiries", and …
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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 business entity FTE
This measure calculates total cost per business entity full time equivalent (FTE) to perform the processes "manage sales orders", "manage customer service requests/inquiries"…
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Other cost to perform the processes "manage sales orders", "manage customer requests/inquiries", and "manage customer complaints" per $1,000 revenue
This measure calculates other cost (i.e. costs other than personnel, equipment, material, systems, outsourced, or overhead costs) per $1,000 revenue to take, receive, process…
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Measure Spotlights|
Overhead cost to perform the processes "manage sales orders", "manage customer requests/inquiries", and "manage customer complaints" per $1,000 revenue
This measure calculates overhead cost per $1,000 revenue to take, receive, process and acknowledge new customer orders or amendments to outstanding customer orders; monitor…
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This measure calculates personnel cost to perform the processes "manage sales orders", "manage customer service requests/inquiries", and "manage customer complaints" per FTE…
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This measure calculates total cost to perform the processes "manage sales orders", "manage customer service requests/inquiries" and "manage customer complaints" per FTEs for…
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Measure Spotlights|
Overhead cost to perform the processes "manage sales orders", "manage customer requests/inquiries", and "manage customer complaints" per active customer
This measure calculates overhead cost per active customer to take, receive, process and acknowledge new customer orders or amendments to outstanding customer orders; monitor…
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Measure Spotlights|
Percentage of inbound email contacts outsourced to a third-party provider
This measure calculates the percentage of inbound email contacts (i.e. emails initiated by the customer related to sales, information, technical support, customer service, or…
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Measure Spotlights|
Percentage of web chat or instant messaging contacts outsourced to a third-party provider
This measure calculates the percentage of web chat or instant messaging contacts outsourced to a third-party provider. It is part of a set of Process Efficiency measures that…
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Measure Spotlights|
Percentage of inbound contacts through "other" channels outsourced to a third-party provider
This measure calculates the percentage of total inbound contacts (i.e. any queries initiated by the customer related to sales, information, technical support, customer…
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Measure Spotlights|
Percentage of inbound postal mail contacts outsourced to a third-party provider
This measure calculates the percentage of inbound postal mail contacts (i.e. queries initiated by the customer via postal mail related to sales, information, technical…
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Measure Spotlights|
Percentage of inbound web transaction contacts outsourced to a third-party provider
This measure calculates the percentage of inbound web transaction contacts (i.e. queries initiated by the customer via web transaction contacts related to sales, information,…
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Measure Spotlights|
Percentage of inbound dedicated mobile app contacts outsourced to a third-party provider
This measure calculates the percentage of inbound dedicated mobile application contacts (i.e. queries initiated by the customer via apps related to sales, information,…
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Measure Spotlights|
Percentage of inbound SMS contacts outsourced to a third-party provider
This measure calculates the percentage of short message service (SMS) contacts (i.e. queries initiated by the customer via SMS related to sales, information, technical…