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 research—conducted in partnership with supplier relationship management (SRM) experts Kate Vitasek, Bonnie Keith, and Emmanuel Cambresy—shows that although there are…
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Procurement Reports
This collection features APQC's procurement reports that have been published since 2009.
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Articles|
Could Santa Screw Up Christmas?
For those who enjoy a good logistics story, here's an article about Santa, a boy named Ralphie, and the debate about calculating the perfect order. "Could Santa Screw Up…
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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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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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Articles|
Procurement in the Cloud
Supply chain disruptions and uncertainty have driven many organizations to adopt cloud-based purchasing applications and platforms. While the cloud allows for more flexible…
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Articles|
Mitigating Expedited Costs in Logistics
Unexpected spikes in demand may require an organization to expedite orders to meet customer needs. While the causes of expedited orders are sometimes beyond an organization’s…
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Five Steps to Collaborative Relationships
To create strategic, long-term relationships, partnering organizations must look beyond the traditional me-first approach to contracting. In this article, APQC provides 5…
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The business battles of this century will be won by harnessing the power of suppliers. Leading organizations recognize that the playing field of procurement is no longer one…
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Research has shown that many, if not most, of the world's most-used sourcing strategies are incomplete for modern procurement challenges. In this article, Kate Vitasek and…
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This article weaves together insights from research conducted by APQC, APQC research advisor Kate Vitasek, author Daniel Coyle, and IBM to provide actionable advice on ways…
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Procure-to-Pay: Building for the Future
This collection contains content on Procure-to-Pay (or Source-to-Pay) as an end-to-end process.
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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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Presentation Slides|
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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