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|
Average time-to-productivity in calendar days for new hires
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Total cost to perform the processes "manage employee development" and "develop and train employees" per $1,000 revenue
This measure calculates the total cost per $1,000 revenue to perform the processes "manage employee development" and "develop and train employees." These two processes…
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IT service management cost as a percentage of total IT cost, excluding depreciation/amortization
This measure calculates the IT service management cost (help desk: incident management and IT service requests, service delivery control and operations management, service…
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Actual Open-to-buy retail inventory as a percentage of planned retail inventory
This measure calculates actual Open-to-buy inventory as a percentage of planned inventory. This Process Efficiency measure is intended to help companies minimize waste and…
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Measure Spotlights|
Retail customer lifetime value
This measure calculates customer lifetime value (CLV) for the retail operation. CLV is defined by the following equation: Margin * (Customer Retention Rate / ((1 + Discount…
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Customer sales promotions as a percentage of sales revenue
This measure calculates average spend on customer sales promotions as percentage of retail sales. This Supplemental Information measure is intended to help companies evaluate…
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Number of business entity employees per FTE that performs the process group "develop and counsel employees"
This measure calculates the number of business entity employees per full-time equivalent (FTE) employee that performs the process group "develop and counsel employees," which…
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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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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…