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|
Number of business entity employees per FTE in learning administration
This measure calculates the number of business entity employees per full-time equivalent (FTE) employee in learning administration, which handles scheduling courses,…
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Average monthly sales forecast error within a product family
This measure calculates the average monthly sales forecast error within a product family. The error is calculated as follows: The absolute value of [(Forecast number of units…
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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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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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Average time in weeks to develop and launch a new marketing campaign (from ideation to the delivery of an offer/message to a customer/prospect)
This is the average time in weeks that it takes a business entity to develop and launch a new marketing campaign, from developing the idea through preparing and delivering…
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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 "develop and counsel employees" inquiries received via channels other than e-mail, phone, and face-to-face
This measure calculates the percentage of inquiries received via channels other than e-mail, phone, and face-to-face for the process "develop and counsel employees," which…
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Percentage of "develop and counsel employees" inquiries received via e-mail
This measure calculates the percentage of inquiries received via e-mail for the process "develop and counsel employees," which consists of learning strategy, employee…
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Percentage of "develop and counsel employees" inquiries received via face-to-face
This measure calculates the percentage of inquiries received via face-to-face for the process "develop and counsel employees," which consists of learning strategy, employee…
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Percentage of "develop and counsel employees" inquiries received via phone
This measure calculates the percentage of inquiries received via phone for the process "develop and counsel employees," which consists of learning strategy, employee…
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Number of FTEs that perform learning administration activities per $1 billion revenue
This measure calculates the number of full-time equivalent employees (FTEs) per $1 billion revenue that schedule courses, coordinate course attendance, print and/or…
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Number of FTEs that perform the processes "manage employee orientation and deployment," "manage employee performance," and "manage employee relations" per $1 billion revenue
This measure calculates the number of full-time equivalent employees (FTEs) per $1 billion revenue that perform the processes "manage employee orientation and deployment," …