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|
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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Measure Spotlights|
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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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 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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Overhead cost to perform the process "develop sourcing strategies" per $1,000 revenue
This measure calculates overhead cost per $1,000 revenue to perform the "develop sourcing strategies" process, which involves clarifying purchasing requirements, matching…
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Other cost to perform the process "develop sourcing strategies" per $1,000 revenue
This measure calculates the "other" cost (i.e. other than personnel, equipment, material, systems, outsourced, or overhead costs) per $1,000 revenue to perform the "develop…
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Outsourced cost to perform the process "develop sourcing strategies" per $1,000 revenue
This measure calculates outsourced cost per $1,000 revenue to perform the "develop sourcing strategies" process, which involves clarifying purchasing requirements, matching…
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Personnel cost to perform the process "develop sourcing strategies" per $1,000 revenue
This measure calculates personnel cost per $1,000 revenue to perform the "develop sourcing strategies" process, which involves clarifying purchasing requirements, matching…
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Measure Spotlights|
Personnel cost to perform the process "develop sourcing strategies" per $1,000 purchases
This measure calculates personnel cost per $1,000 purchases to perform the "develop sourcing strategies" process, which involves clarifying purchasing requirements, matching…
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Measure Spotlights|
Systems cost to perform the process "develop sourcing strategies" per $100,000 revenue
This measure calculates systems cost per $100,000 revenue to perform the "develop sourcing strategies" process, which involves clarifying purchasing requirements, matching…
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Measure Spotlights|
Systems cost to perform the process "develop sourcing strategies" per $100,000 purchases
This measure calculates systems cost per $100,000 purchases to perform the "develop sourcing strategies" process, which involves clarifying purchasing requirements, matching…
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Measure Spotlights|
Permanent part-time new hires as a percentage of total new hires
This measure calculates the percentage of total new hires that are permanent part-time positions in which employees work fewer than 40 hours per week and have been hired for…
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Contingent new hires as a percentage of total new hires
This measure determines the percentage of total new hires that are temporary part-time workers, usually hired to work under a contract for a fixed period of time or specific…