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|
Percentage of active customers who are repeat customers
This measure calculates the percentage of active customers who are repeat customers. A customer is considered active if they have purchased a business entity's product at…
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Percentage of total finance function FTEs allocated to the process "manage and process collections"
This measure calculates the percentage of total finance function full-time equivalent employees (FTEs) that perform the process group "manage and process collection," which…
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Percentage of total finance function FTEs allocated to the process "process customer credit"
This measure calculates the percentage of total finance function full-time equivalent employees (FTEs) allocated to evaluating customers' credit-worthiness. The finance…
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Number of credit reviews per FTE that performs the process "process customer credit"
This measure calculates the number of credit reviews per full-time equivalent (FTE) employee that evaluates customers' credit-worthiness. It is part of a set of Staff…
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Total cost to perform the process "process customer credit" as a percentage of total order-to-cash process cost
This measure calculates the total cost to evaluate customers' credit-worthiness as a percentage of the total cost of the order-to-cash process, which includes managing sales…
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Number of active customers managed per FTE that performs the process "manage and process collections"
This measure calculates the number of active customers managed per full-time equivalent (FTE) employee that performs the process "manage and process collections," which…
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Response time in minutes for inbound requests coming from fax
This measure calculates response time in minutes for inbound requests (i.e. queries initiated by the customer) coming from fax. It is part of a set of Cycle Time measures…
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First contact resolution rate for social media
This measure calculates the percentage of questions/issues received that are answered, addressed, and resolved by the end of the customer's initial contact when it's received…
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First contact resolution rate for web chat or instant messaging including virtual agents
This measure calculates the percentage of questions/issues received that are answered, addressed, and resolved by the end of the customer's initial contact when it's received…
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Average time in seconds to inbound calls abandoned
This measure calculates the average time in seconds that a caller waits in queue to reach the first agent before an inbound call (i.e. call that is initiated by the customer)…
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Response time in minutes for inbound requests coming from e-mail
This measure calculates response time in minutes for inbound requests (i.e. queries initiated by the customer) coming from e-mail. It is part of a set of Cycle Time measures…
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Number of inbound calls received through a live agent as a percentage of total inbound calls
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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Number of inbound calls received through IVR speech as a percentage of total inbound calls
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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Inbound contacts received via phone as a percentage of total inbound contacts
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|
Inbound contacts received via email as a percentage of total inbound contacts
This measure calculates the percentage of total inbound contacts (i.e. any queries initiated by the customer related to sales, information, technical support, customer…