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|
New transaction account income as a percentage of fee income
This measure calculates the new transaction account income as a percentage of fee income. New transaction accounts are current accounts opened in the last year. Fee income is…
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Average cost to resolve a service-after-sales request for contact centers or similar remote assistance channel
This measure calculates the average cost incurred when contact centers or remote channels deal with post-sale service requests. Service-after-sales requests can be for…
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Average cost to resolve a service-after-sales request for the customer self-service channel
This measure calculates the average cost incurred when a customer is able to resolve a post-sale service request on their own via a customer self-service channel. Service…
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Average cost to resolve a service-after-sales request for on-site visits
This measure calculates the average cost incurred when on-site visits are used to deal with post-sale service requests. Service-after-sales requests can be for discounted…
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Cycle time in hours before automation from the time a sales order is received until the time manufacturing/logistics is notified
This measure calculates the number of hours elapsed between receipt of a sales order and notification of manufacturing/logistics before automation of the sales order process…
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Cycle time in hours after automation from the time a sales order is received until the time manufacturing/logistics is notified
This measure calculates the number of hours elapsed between receipt of a sales order and notification of manufacturing/logistics after automation of the sales order process…
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Percentage effect of sales order processing automation on overall profitability
This measure calculates the effect of implementing sales order process automation, which makes use of automated tools like hand-held terminals and scanning devices, on…
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Annual personnel cost savings through sales order processing automation for the process "manage sales orders" per $1 billion revenue
This measure calculates how much a company saves each year in personnel cost (employee salaries/wages, bonuses, benefits, etc.) per $1 billion revenue when automation is…
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Number of clerical FTEs involved in F&A operations as a percentage of total finance function FTEs
This measure calculates the percentage of finance function full-time equivalent (FTEs) employees who are clerical FTEs involved in finance and accounting (F&A) operations…
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Percentage of finance function IT costs allocated to controls and risk management
This measure calculates the percentage of finance function IT costs allocated to controls and risk management. The finance function includes activities such as financial…
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Percentage of finance function IT costs allocated to decision support
This measure calculates the percentage of finance function IT costs allocated to decision support activities, which leverage the information generated in the transaction…
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Percentage of finance function IT costs allocated to management activities
This measure calculates the percentage of finance function IT costs allocated to the day-to-day operation, handling, or controlling of a financial process or department. The…
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Percentage of finance function IT costs allocated to transaction processing
This measure calculates the percentage of finance function IT costs allocated to the activities that ensure money was collected, invoices were correctly processed, bills were…
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Amount of non-labor savings generated from the implementation of end-to-end processes in the finance shared services center per $1,000 revenue
This measure calculates the total amount of non-labor savings per $1,000 revenue generated from implementing end-to-end processes in the finance shared services center. A…
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Inbound calls for the process "manage sales orders" as a percentage of total inbound calls
This measure calculates the average number of inbound calls for the process "manage sales orders" as a percentage of total inbound calls. Inbound calls refer to any queries …