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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Effective customer service helps ensure that your customers are repeat buyers, your brand maintains a good reputation, and the money you invest in customer service is well…
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The Tata Group is an Indian multinational conglomerate headquartered in Mumbai with products and services in over 150 countries and operations in 100 countries across six…
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Benchmarking your organization’s customer service function is critical for finding improvement opportunities, discovering trends over time, and more. But choosing the right…
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In a volatile, uncertain, complex, and ambiguous (VUCA) business landscape, every supply chain organization faces at least some amount of risk. Disruptions to any link in the…
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Webinars & Videos|
The Top 10 Customer Service KPIs to Measure
In this webinar, Esker’s Director of Sales (O2C), Diana Eagen, and APQC’s Senior Principal Research Lead, Marisa Brown, used recent results from 2023 APQC research to discuss…
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To forge and accelerate breakthrough innovation in supply chain management, leaders are increasingly employing the tools of benchmarking to identify opportunities and develop…
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Webinars & Videos|
Using Audits and Benchmarking to Build Supply Chain Resilience
In the fast-paced and ever-changing world of global business, managing supply chain risk has become a paramount consideration for organizational success. To delve into this…
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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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As organizations increasingly embrace a process-focused operating model, end-to-end global process owners (GPOs) have become a key role in the management and development of…
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Articles|
Why is Supply Chain Benchmarking Important?
Supply chain benchmarking is important because managers need to:understand how their supply chains compare to competitors’,evaluate “as is” conditions before they can…
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Articles|
Navigating the Order Management Landscape
To provide a roadmap for traversing this multi-layered OM landscape, APQC’s Marisa Brown (Senior Principal Research Lead, Supply Chain Management) and Madison Lundquist …
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Webinars & Videos|
Supply Chain Benchmarking: What, Why, and How
APQC's Senior Principal Research Lead for Supply Chain Management, Marisa Brown, shared actionable insights into supply chain benchmarking and its benefits. Hear about…
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Webinars & Videos|
Order Management Landscape Challenges
In this June 2023 webinar, APQC asks how to evaluate the end-to-end order management landscape. This includes analyzing the people, processes, tools and governance to…
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Articles|
Reduce Scrap and Rework Costs
Scrap and rework is an important metric to track in manufacturing. Use this document to compare your organization's performance against over 870 other organizations worldwide…
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Case Study|
Building a Collective Mindset: Operationalizing a Governance Structure for a Global Supply Chain Network
This case study outlines how to establish a central governance structure across a supply chain network of different companies and organizations working together. It is…