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|
Number of FTEs that perform the customer service function per business entity employee
This measure calculates number of full time equivalents (FTEs) that perform the function "manage customer service" per business entity employee. The Function "manage…
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Customer retention rate (1-year)
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Systems cost to perform 'define customer management strategy' activities per $100,000 revenue
This measure calculates systems cost to perform 'define customer management strategy' activities per $100,000 revenue. Systems cost refers to a variety of expenses related to…
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Retail customer lifetime value
This measure calculates customer lifetime value (CLV) for the retail operation. CLV is defined by the following equation: Margin * (Customer Retention Rate / ((1 + Discount…
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Actual Open-to-buy retail inventory as a percentage of planned retail inventory
This measure calculates actual Open-to-buy inventory as a percentage of planned inventory. This Process Efficiency measure is intended to help companies minimize waste and…
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Annual percentage change in number of retail customer complaints
This measure calculates annual percentage change in number of complaints. This Process Efficiency measure is intended to help companies minimize waste and refine resource…
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Number of business entity employees per FTE that performs the process group "develop and counsel employees"
This measure calculates the number of business entity employees per full-time equivalent (FTE) employee that performs the process group "develop and counsel employees," which…
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Number of business entity employees per FTE in learning administration
This measure calculates the number of business entity employees per full-time equivalent (FTE) employee in learning administration, which handles scheduling courses,…
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Number of business entity employees per FTE that performs the process group "reward and retain employees"
This measure calculates the number of business entity employees per full-time equivalent (FTE) employee that performs the process group "reward and retain employees," which…
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Call agent occupancy rate
This measure calculates agent occupancy rate by dividing total contact handling time and available time by total time at work. It is part of a set of Process Efficiency…
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Call agent utilization rate
This measure calculates call agent utilization rate by dividing total annual contact handling time by the total annual agent full-time equivalent (FTE) employees' time worked…
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Outsourced cost to perform the processes "manage sales orders", "manage customer service requests/inquiries", and "manage customer complaints" per active customer
This measure calculates outsourced cost per active customer to take, receive, process and acknowledge new customer orders or amendments to outstanding customer orders;…
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Percentage of active customers with active web accounts
This measure calculates the percentage of active customers who have active web accounts. A customer is considered active if they have purchased a business entity's product at…
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Percentage of customers claiming to be satisfied
This measure calculates the percentage of customers claiming to be satisfied (through customer feedback or surveys) across all products and services. It is a Process…
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Average number of contact center seats per contact center
This measure calculates the average number of contact center seats per contact center, where customer and other inbound contacts related to inquiries, sales, and technical…