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|
Value per invoice line item that is paid in full the first time
This measure calculates value of billed/invoiced line items paid in full the first time per billed/invoiced line item. An obligation is considered to have been paid in full…
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Non-interest expense as a percentage of total assets
This measure calculates the non-interest expense as a percentage of total assets. Non-interest expenses are fixed operating costs of the bank. Assets refers to assets under…
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Net income plus interest as a percentage of total assets
This measure calculates the net income plus interest expense as a percentage of total assets for the overall bank. Net income is the business entity's revenue minus cost of…
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Measure Spotlights|
New transaction account income as a percentage of fee income
This measure calculates the new transaction account income as a percentage of fee income. New transaction accounts are current accounts opened in the last year. Fee income is…
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Total value of Assets Under Management per $1,000 revenue
This measure calculates the total value of Assets Under Management per $1,000 retail bank revenue (interest income plus fee income). Assets Under Management are all of the…
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Total annual non-interest expense per $1,000 revenue
This measure calculates the total annual non-interest expense per $1,000 retail bank revenue (interest income plus fee income). Non-interest expenses are fixed operating…
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Total annual fee income per $1,000 revenue
This measure calculates the total annual fee income per $1,000 retail bank revenue (interest income plus fee income). Fee income is the revenue received from account-related…
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Total annual operating expense per $1,000 revenue
This measure calculates the total annual operating expense at the retail banking operation per $1,000 retail bank revenue (interest income plus fee income). This Supplemental…
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Percentage of your organization's revenue growth over the past three years due to acquisitions
This measure calculates the total percentage of your organization’s revenue growth over the past three years due to acquisitions (part of inorganic growth) as opposed to…
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Average cost to resolve a service-after-sales request for contact centers or similar remote assistance channel
This measure calculates the average cost incurred when contact centers or remote channels deal with post-sale service requests. Service-after-sales requests can be for…
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Average cost to resolve a service-after-sales request for the customer self-service channel
This measure calculates the average cost incurred when a customer is able to resolve a post-sale service request on their own via a customer self-service channel. Service…
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Average cost to resolve a service-after-sales request for on-site visits
This measure calculates the average cost incurred when on-site visits are used to deal with post-sale service requests. Service-after-sales requests can be for discounted…
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Cycle time in hours before automation 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 before automation of the sales order process…
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Cycle time in hours after automation 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 after automation of the sales order process…
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Percentage effect of sales order processing automation on overall profitability
This measure calculates the effect of implementing sales order process automation, which makes use of automated tools like hand-held terminals and scanning devices, on…