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 order inquiry contacts received through new (such as digital/electric) channels
This measure calculates the percentage of order inquiry contacts received through new (e.g., digital/electric) channels. It is part of a set of Process Efficiency measures…
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Percentage of sales orders requiring no human intervention to create, modify, or fulfill
This measure calculates the percentage of sales orders that don't require any manual intervention to create, modify, or fulfill. It is part of a set of Process Efficiency…
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First contact resolution rate for inquiries on existing orders and service-after-sales requests
A first contact resolution rate measures the percentage of questions/concerns resolved in a customer's first attempt without a need for further assistance needed. This…
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Customer retention rate for customers attempting service cancellation
This measure calculates the customer retention rate (i.e. the number of customers who were active three years ago and are still active, divided by the number of customers who…
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Percentage of customers who are inactive customers
This measure calculates the percentage of customers who have not made any purchases from the business entity in the past 12 months. It is a Supplemental Information measure…
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Percentage of sales orders received through non-digital channels (such as face-to-face, phone calls, fax, post)
This measure calculates the percentage of sales orders that are received through non-digital channels, such as face-to-face, phone, fax, or mail. It is part of a set of…
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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 sales orders"
This measure calculates the percentage of finance function full-time equivalent employees (FTEs) who are allocated to the process "manage sales orders." Finance function FTEs…
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Average cost per sales order for orders received through new channels
This measure calculates the average cost of sales orders received through new channels (digital/electronic), which include internet, EDI, and mobile platforms. It is part of…
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Cycle time in hours 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. It is part of a set of Cycle Time measures…
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Measure Spotlights|
Total cost to perform the process "manage sales orders" as a percentage of total order-to-cash process cost
This measure calculates the percentage of total order-to-cash process cost that comes from the total cost to perform the process group "manage sales orders." The order-to…
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Total cost to perform the process group "manage employee relations" per $1,000 revenue
This measure calculates total cost to perform the process group "manage employee relations" per $1,000 business entity revenue. Total cost is the sum of personnel …
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Total cost to perform the process group "manage employee relations" per business entity employee
This measure calculates total cost to perform the process group "manage employee relations" per business entity employee. Total cost is the sum of personnel (compensation…
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Total cost to perform the process group "manage employee relations" per process group FTE
This measure calculates total cost to perform the process group "manage employee relations" per process group full-time equivalent employee (FTE). Total cost is the sum of…
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Percentage of qualified leads where the sale is closed
This measure calculates the percentage of qualified leads that close a sale. Qualified leads are prospective customers who have a demonstrated interest in the product or…