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.
Looking for something specific?
Ask us-
Investing in effective enterprise content management processes is crucial for organizations. APQC's research on successful content management programs shows how to formulate…
-
Reports & White Papers|
Reasons To Invest In Content Management
The importance of investing in enterprise content management processes and structures is becoming more apparent among organizations. Over time, the lack of effective…
-
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…
-
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 …
-
Ubisoft Entertainment scaled up rapidly and had a complex, messy content management environment and a competitive organizational culture that was not conducive to knowledge…
-
Data and Measures|
AI in Customer Service: Utility Industry Report
In 2020, APQC conducted a survey to explore the use of artificial intelligence (AI) for customer service. This report highlights results from respondents in the utility…
-
Data and Measures|
AI in Customer Service: Media and Entertainment Industry Report
In 2020, APQC conducted a survey to explore the use of artificial intelligence (AI) for customer service. This report highlights results from respondents in the media and…
-
Data and Measures|
Fixing Process & Knowledge Productivity Problems Survey Report: Utility
Wasted time, duplicated work, and inefficient processes chip away at an organization’s bottom line. Small inefficiencies add up—and they can hurt innovation and competitive…
-
Data and Measures|
Virtual Collaboration in the Utility Industry
In September/October 2020, APQC conducted a survey to understand people’s experiences collaborating virtually with coworkers. This report provides insight into virtual…
-
Reports & White Papers|
Using Knowledge-Sensitive Measures to Evaluate KM's Impact in STEM Disciplines
This white paper explains how STEM fields track knowledge acquisition and application and how knowledge management (KM) programs can align with this measurement approach to…
-
Knowledge management (KM) has a natural affinity with science, technology, engineering, and math (STEM) disciplines. However, STEM workers themselves may not know what KM is,…
-
Infographics|
What Makes Shell Excellent at KM?
Royal Dutch Shell earned APQC’s 2019 Excellence in KM Award in honor of achieving Level 4 on APQC’s KM Capability Assessment at the business-unit level. This infographic…
-
Articles|
Applying Agile in Knowledge Management
Agile—a project management paradigm that stresses iteration, collaboration, self-organization, and customer-centricity—is taking the business world by storm. In this article,…