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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 total vacancies filled by internal candidates
This measure calculates percentage of total vacancies filled by internal candidates at business entity. This Supplemental Information measure is intended to help companies…
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Measure Spotlights|
Voluntary terminations as a percentage of total business entity employees
This measure calculates the percentage of total business entity employees that left an organization of their own accord due to any situation. It is part of a set of Process…
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Measure Spotlights|
Employee turnover rate
This measure determines the employee turnover rate, which is calculated by dividing total employees terminated (both voluntary and involuntary) by the average number of …
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Measure Spotlights|
Percentage of sales force that made their quotas/targets in the last 12-month reporting period
This measure calculates the percentage of the sales force that hit their designated quotas/targets in the last 12-month reporting period. It is part of a set of Staff…
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Measure Spotlights|
Cross-sell/up-sell close rate
This measure calculates percentage of inbound contacts that completed an additional cross-sell or up-sell. Inbound contact refers to any query (related to sales, information,…
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Number of active customers per sales FTE
This measure calculates the number of active customers per sales full-time equivalent employee (FTE). A customer is considered active if they have purchased a business entity…
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Number of FTEs who perform order entry/order processing as a percentage of total FTEs for the process "manage sales orders"
This measure calculates the percentage of total full-time equivalent employees for "manage sales orders" that perform order entry/processing. Order entry/processing…
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Number of FTEs who perform order inquiry as a percentage of total FTEs for the process "manage sales orders"
This measure calculates the percentage of total full-time equivalent employees for "manage sales orders" that perform order inquiry. Order inquiry involves fielding potential…
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Percentage of sales orders transacted via a portal
This measure calculates the percentage of sales orders that are carried out via a portal (virtual gateway from one website to another). It is part of a set of Process…