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|
Overhead cost to perform the process group "manage employee information and analytics" per $1,000 revenue
This measure calculates overhead cost to perform the process group "manage employee information and analytics" per $1,000 business entity revenue. Overhead cost refers to…
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Overhead cost to perform the process group "manage employee information and analytics" per business entity employee
This measure calculates overhead cost to perform the process group "manage employee information and analytics" per business entity employee. Overhead cost refers to expenses…
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Measure Spotlights|
Overhead cost to perform the process group "manage employee information and analytics" as a percentage of total process group cost
This measure calculates overhead cost to perform the process group "manage employee information and analytics" as a percentage of total process group cost. Overhead cost…
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Measure Spotlights|
Other cost to perform the process group "manage employee information and analytics" as a percentage of total process group cost
This measure calculates other cost to perform the process group "manage employee information and analytics" as a percentage of total process group cost. Other cost refers to…
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Measure Spotlights|
Percentage of "manage employee information and analytics" inquiries received via e-mail
This measure calculates the percentage of inquiries received monthly for the process group "manage employee information and analytics" via e-mail. The process group "manage…
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Measure Spotlights|
Percentage of "manage employee information and analytics" inquiries received via phone
This measure calculates the percentage of inquiries received monthly for the process group "manage employee information and analytics" via phone The process group "manage…
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Measure Spotlights|
Percentage of "manage employee information and analytics" inquiries received via face-to-face
This measure calculates the percentage of inquiries received monthly for the process group "manage employee information and analytics" via face-to-face interaction. The…
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Measure Spotlights|
Percentage of "manage employee information and analytics" inquiries received via channels other than e-mail, phone, and face-to-face
This measure calculates the percentage of inquiries received monthly for the process group "manage employee information and analytics" via channels other than e-mail, phone,…
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Total number of direct marketing campaigns executed
This measure calculates total number of direct marketing campaigns executed. This Supplemental Information measure is intended to help companies evaluate additional variables…
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Average cycle time to develop a direct marketing campaign
This measure calculates average cycle time in days to develop a direct marketing campaign. This Cycle Time measure is intended to help companies analyze this duration related…
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Total annual cost incurred to execute direct marketing campaigns as a percentage of revenue generated by direct marketing campaigns
This measure calculates total annual cost incurred to execute direct marketing campaigns as a percentage of revenue generated by direct marketing campaigns. This Cost…
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Percentage of employee time spent servicing customers via social media channels
This measure calculates the percentage of employee time spent servicing customers (as opposed to selling to customers) via social media channels, which are comprised of…
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Percentage of employee time spent servicing customers via website channel
This measure calculates the percentage of employee time spent servicing customers (as opposed to selling to customers) via the website channel (companyname.com). It is part…
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Percentage of employee time spent servicing customers via traditional face-to-face channel
This measure calculates the percentage of employee time spent servicing customers (as opposed to selling to customers) via the face-to-face channel. It is part of a set of…
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Measure Spotlights|
Percentage of employee time spent servicing customers via contact center channel
This measure calculates the percentage of employee time spent servicing customers (as opposed to selling to customers) via the contact center channel. It is part of a set of…