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-
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…
-
Infographics|
Making Leaps in Your Customer Service Performance
To assess whether your organization is doing well in customer service, it’s essential to choose the relevant key performance indicators (KPIs) to evaluate your customer…
-
Benchmarking your organization’s customer service function is critical for finding improvement opportunities, discovering trends over time, and more. But choosing the right…
-
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…
-
Infographics|
Customer Journey Maps: Driving End-User-Focused Improvement
Customer journey maps are one technique organizations use to merge customer-centricity, data, and process to drive improvements. This infographic helps organizations better…
-
Articles|
Process Management Paradigm Shift
Competencies in Lean, Six Sigma, or business process management are no longer enough for process teams to support their organizations’ needs. Accelerated changes in the…
-
This article looks specifically at the intersection between purpose of the organization’s analytics program and the analysis for select business functions. Each page in the…