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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Too often, leaders and other stakeholders struggle to see the value of KM initiatives or feel that KM programs do not deliver as much business impact as they should. For…
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Data and Measures|
AI in Customer Service: Services 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 services…
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The business adage “innovate or die” may sound hyperbolic, but it also happens to be true. Organizations today face a range of challenges, whether from a global pandemic,…
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Data and Measures|
Knowledge Management Trends Survey Report: Government/Military Industry
In late summer 2021, APQC surveyed more than 350 knowledge management experts and practitioners about their view of KM’s current state and what they think the future holds…
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Data and Measures|
Knowledge Management Trends Survey Report: Healthcare and Pharmaceutical Industries
In late summer 2021, APQC surveyed more than 350 knowledge management experts and practitioners about their view of KM’s current state and what they think the future holds…
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Data and Measures|
Knowledge Management Trends Survey Report: Petroleum/Chemical Industry
In late summer 2021, APQC surveyed more than 350 knowledge management experts and practitioners about their view of KM’s current state and what they think the future holds…
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Data and Measures|
Knowledge Management Trends Survey Report: Services Industry
In late summer 2021, APQC surveyed more than 350 knowledge management experts and practitioners about their view of KM’s current state and what they think the future holds…
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After more than a year of whirlwind change, it’s clear that organizations need to adapt faster and more often than ever before. Knowledge management (KM) and process…
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Data and Measures|
Fixing Process & Knowledge Productivity Problems Survey Report: Government/Military
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…
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Data and Measures|
Fixing Process & Knowledge Productivity Problems Survey Report: Petroleum/Chemical
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…
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Data and Measures|
Fixing Process & Knowledge Productivity Problems Survey Report: Pharmaceutical
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…
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Data and Measures|
Fixing Process & Knowledge Productivity Problems Survey Report: Services
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…
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Articles|
Communities of Practice at Mercer
Communities of practice are designated networks of people who share knowledge face-to-face, virtually, or both. Each community is held together by a common purpose, which…
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Articles|
KM Champions at Mercer
Stakeholder engagement is an essential component of any healthy knowledge management (KM) program. Although there are many ways to boost support for KM among colleagues, one…
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Articles|
Upskilling the KM Team at Mercer
In knowledge management (KM), there is always something new to learn. A good KM team must continually refine its skillsets to accommodate emerging goals, techniques,…
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