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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Data and Measures|
2023 Process and Performance Management Priorities and Challenges: Services Sector
APQC conducted a survey to understand the common challenges and priorities of process and performance management (PPM) practitioners for 2023. This report looks at the top…
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Data and Measures|
Evolution of Benchmarking 2022: Energy and Utilities Industry
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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Data and Measures|
Applying Knowledge Management in the Business: Education/Non-Profit Industry Survey Report
In 2022, APQC surveyed KM professionals to learn how KM programs interact with internal customer groups and how KM plays out in different parts of the business. This…
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Webinars & Videos|
Clean Electrification Maturity Model - Helping Electric Utilities Transform and Thrive in the New Energy Era
In this webinar recording, The Clean Electrification Maturity Model (CEMM), developed by IBM and APQC, identifies the key success factors that enable electric utilities to…
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Presentation Slides|
Clean Electrification Maturity Model - Helping Electric Utilities Transform and Thrive in the New Energy Era
In these presentation slides, The Clean Electrification Maturity Model (CEMM), developed by IBM and APQC, identifies the key success factors that enable electric utilities to…
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Data and Measures|
KM Program Practices Report: Utility
Knowledge management programs have evolved rapidly to accommodate remote work, embrace digital transformation, and provide strategic support to the business. In 2022, APQC…
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Data and Measures|
Knowledge Management Program Key Benchmarks: Utility Industry
Gain insight into the efficiency and effectiveness of your organization’s processes in the utility industry by benchmarking common business activities. The process group …
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Data and Measures|
Payroll Key Benchmarks: Utility Industry
Gain insight into the efficiency and effectiveness of your organization’s processes by benchmarking common business activities. The process group “Process payroll” includes…
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Data and Measures|
Accounts Payable Industry Spotlight: Utility Industry
APQC conducts ongoing survey research on accounts payable and expense reimbursement performance to help organizations assess the structure, performance, and practice of their…
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Collections|
Contact Center Key Benchmarks
Gain insight into the efficiency and effectiveness of your organization’s contact center processes by benchmarking common business activities (Hierarchy ID: 6.2 in APQC’s…
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Data and Measures|
Contact Center Key Benchmarks: Utility Industry
Gain insight into the efficiency and effectiveness of your organization’s contact center processes by benchmarking common business activities (Hierarchy ID: 6.2 in APQC’s…
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Presentation Slides|
The Intersection of KM and Diversity, Equity, and Inclusion
Many organizations are rethinking their approach to diversity, equity, and inclusion (DEI), including how they can curtail bias and encourage diverse voices and perspectives…
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Articles|
Partnering with Rutgers University at APQC
In 2021, APQC partnered with Rutgers University to engage undergraduate and graduate-level supply chain management students in real-world research. Through this experience,…
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Collections|
Excellence in Knowledge Management 2021
APQC recognized six organizations as recipients of its Excellence in Knowledge Management (KM) recognition in 2021. The recognition is based on analysis from APQC’s KM…
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Data and Measures|
Understanding Sustainability Programs: Utility Industry
Environment is touted as the next big disruptor organizations should prepare for. In October 2021, APQC conducted a survey to understand the scope of sustainability in…
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