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|
Response time in minutes for inbound requests coming from postal mail
This measure calculates response time in minutes for inbound requests (i.e. queries initiated by the customer) coming from postal mail. It is part of a set of Cycle Time…
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Measure Spotlights|
Average talk time in seconds, including agent hold time
This measure calculates the average talk time in seconds, including agent hold time. It is part of a set of Cycle Time measures that help companies analyze the duration of…
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Measure Spotlights|
Percentage of total funding for KM program, initiative, or service from central/enterprise funding source
This measure calculates the percentage of total funding for the knowledge management (KM) program, initiative, or service that comes from central/enterprise funding source…
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Measure Spotlights|
Percentage of total funding for KM program, initiative, or service from allocations from business units, functions, or groups leveraging KM services
This measure calculates the percentage of total funding for the knowledge management (KM) program, initiative, or service from allocations from business units, functions, or…
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This measure calculates the percentage of total funding for the knowledge management (KM) program, initiative, or service that comes from sources other than central…
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Measure Spotlights|
Number of FTEs that directly support business entity's knowledge management program per $1 billion revenue
This measure calculates the number of full-time equivalent employees (FTEs) per $1 billion revenue that directly support the business entity's knowledge management (KM)…
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Measure Spotlights|
Number of FTEs that directly support the knowledge management program as a percentage of total business entity FTEs
This measure calculates the percentage of business entity full-time equivalent employees (FTEs) that directly support the knowledge management (KM) program, initiative, or…
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Measure Spotlights|
Onshore KM core group or center of excellence FTEs as a percentage of KM FTEs
This measure calculates percentage of KM FTEs (Full Time Equivalents that directly support the knowledge management program, initiative, or service) that directly support…
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FTEs embedded in business groups or co-located with business end users as a percentage of KM FTEs
This measure calculates percentage of KM FTEs (Full Time Equivalents that directly support the knowledge management program, initiative, or service) that directly support…
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Measure Spotlights|
Offshore or low-cost delivery center model FTEs as a percentage of KM FTEs
This measure calculates offshore or low-cost delivery center model FTEs (Full Time Equivalents) as a percentage of KM FTEs (Full Time Equivalents that directly support the…
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Measure Spotlights|
FTEs co-located in a specific geographic region as a percentage of KM FTEs
This measure calculates percentage of FTEs (Full time equivalents) that directly support your KM program, initiative, or service are co-located in a specific geographic…
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Measure Spotlights|
FTES geographically dispersed as a percentage of KM FTEs
This measure calculates percentage of FTEs (Full time equivalents) that directly support your KM program, initiative, or service are geographically dispersed, so that the…
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Measure Spotlights|
Number of employees that participate at least every few months in KM approaches and activities as a percentage of total business entity employees
This measure calculates the number of employees that participate at least every few months in KM approaches and activities as a percentage of total business entity employees…
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Business liaison/analyst FTEs as a percentage of total KM FTEs
This measure calculates business liaison/analyst FTEs (Full time equivalents responsible for supporting KM needs and opportunities in specific locations or business groups)…
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Knowledge management leader FTEs as a percentage of total KM FTEs
This measure calculates knowledge management leader FTEs (Full Time Equivalents responsible for directing the KM effort and aligning it with business strategy/leadership) as…