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 "process customer credit" per $100,000 revenue
This measure calculates overhead cost to perform the process "process customer credit" per $100,000 business entity revenue. Overhead cost refers to expenses that an…
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Measure Spotlights|
Personnel cost to perform the process "process customer credit" as a percentage of total process cost
This measure calculates personnel cost to perform the process "process customer credit" as a percentage of total process cost. Personnel cost refers to employee personnel…
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Measure Spotlights|
Systems cost to perform the process "manage and process collections" as a percentage of total process cost
This measure calculates systems cost to perform the process "manage and process collections" as a percentage of total process cost Systems cost refers to a variety of…
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Measure Spotlights|
Systems cost to perform the process "process customer credit" as a percentage of total process cost
This measure calculates systems cost to perform the process "process customer credit" as a percentage of total process cost. Systems cost refers to a variety of expenses…
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Measure Spotlights|
Percentage of invoices that is adjusted by the customer prior to payment
This measure calculates percentage of invoices that is adjusted by the customer prior to payment. An invoice is a bill prepared by a seller of goods or services and submitted…
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Measure Spotlights|
Percentage of customer credit decisions made without any manual intervention
This measure calculates percentage of customer credit decisions made without any manual intervention (i.e., automatic credit scoring). This Process Efficiency measure is…
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Measure Spotlights|
Budget for marketing as a percentage of revenue
This measure calculates the budget for marketing as a percentage of revenue for the reporting period. The budget for marketing is the amount an organization predicts it will…
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Measure Spotlights|
Marketing budget per marketing FTE
This measure calculates the marketing budget per marketing full-time equivalent (FTE) employee. The budget for marketing is the amount an organization predicts it will expend…
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Measure Spotlights|
Other cost to perform 'define customer management strategy' activities per $1,000 revenue
This measure calculates costs other than personnel, systems, overhead, and outsourced to perform 'define customer management strategy' activities per $1,000 revenue. Other…
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Measure Spotlights|
Outsourced cost to perform 'define customer management strategy' activities per $1,000 revenue
This measure calculates outsourced cost to perform 'define customer management strategy' activities per $1,000 revenue. Other cost refers to costs other than personnel,…
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Measure Spotlights|
Overhead cost to perform 'define customer management strategy' activities per $1,000 revenue
This measure calculates overhead cost (direct and/or allocated to the site) to perform 'define customer management strategy' activities per $1,000 revenue. Overhead costs…
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Measure Spotlights|
Agent schedule adherence
This measure evaluates how well agents adhere to the schedule prescribed to them for a specific shift, including break times, back office times, etc. It is part of a set of…
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Measure Spotlights|
Average call handling time in seconds
This measure calculates the amount of time an agent spends handling a call. It is part of a set of Cycle Time measures that help companies optimize the performance of their …
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Measure Spotlights|
Bridge rate
This measure calculates bridge rate. Bridge rate is defined as the total annual number of inbound contacts where a cross-sell or up-sell sales attempt was made, divided by…
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Measure Spotlights|
Forecast accuracy for long-term planning
This measure calculates forecast accuracy computed by workforce management software for long-term planning (three to six months advanced planning). This Process Efficiency…