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 8,600 research-based best practices, benchmarks and metrics, case studies, and other valuable APQC content.
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APQC's Process Classification Framework® (PCF) contains hundreds of processes. The documents in this collection contain detailed definitions for all process elements within…
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Measuring Customer Service
In 2023, APQC conducted research, sponsored by Esker Inc., that took a detailed look at the top KPIs organizations employ to measure customer service and order management…
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Managing Process Knowledge
Business processes and associated knowledge are essential to an organization's effective operation. Process and KM teams aim to document, standardize, and optimize how work…
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End-to-End Process Maps and Measures
An end-to-end process mindset is often necessary to help organizations achieve their goals because strategic goals are rarely functional in nature. They are large-scale…
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Process in Times of Disruption
Process management is the foundational bedrock that organizations can rely on not only in good times, but also in in times of crises and turmoil. More pointed, it provides…
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APQC's Process Classification Framework (PCF) - Cross-Industry and Industry-Specific Versions
This collection contains links to all the most recent versions of APQC's Process Classification Framework (PCF), including the cross-industry framework, all industry-specific…
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Managing Change
Most improvements in organizations require some degree of change. Navigating new territory and supporting employees through the change takes planning and care. This…
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This collection brings together summaries of APQC’s major process and performance management research projects from the past five years. All the summaries are open to the…
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Tools to Evolve BPM's Strategic Value
In our recent research on process automation, APQC found that business process management is potentially more important than ever before. Process management has many of the…
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Supply Chain Benchmarking
This collection provides a supply chain perspective on benchmarking as a strategic tool, with a goal of understanding how it can continue to drive value for organizations…
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Benchmarking 2022: Evolution of Strategic Value
Today, benchmarking remains one of the most popular management tools. But even great management tools like benchmarking cannot stand still and need to look towards the future…
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Overviews from APQC's 2023 Conference
APQC hosted its 2023 Conference April 19-20 in Houston. The conference theme was “People, Process, Knowledge,” which are the three factors that you will indisputably find at…
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Exploring Process Automation
APQC recently conducted a survey to understand more around organizations’ process automation efforts and identify how they can overcome some of the above challenges. This…
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APQC hosted its Process and Knowledge Management Conference from April 17th-20th, 2023, in Houston. The conference theme was “People, Process, and Knowledge,” which are the…
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Business Process Management Maturity Benchmarks
Prepared with data from APQC's Business Process Management Maturity Assessment Tool (BPM MAT), this collection highlights benchmarks for organizations from multiple…