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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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…
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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 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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Infographics|
Value of Benchmarking in Supply Chain
Benchmarking is the process of comparing and measuring a chosen set of variables internally or externally against others. APQC global research has found that organizations…
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Measures help supply chain leaders identify opportunities for improvement, track important trends, monitor key business drivers, and more. With so many potential measures to…
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Articles|
How to Pick the Right Supply Chain Measures
In a field driven by precision and efficiency, supply chain organizations are looking for the right measures to track their performance and indicate opportunities for…
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In a field driven by precision and efficiency, supply chain organizations are looking for the right measures to track their performance and indicate opportunities for…
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Articles|
Picking the Right Procurement Measures
This article outlines how organizations can select the most appropriate procurement measures and effectively communicate procurement performance. It also provides key…
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Articles|
Picking the Right Manufacturing Measures
This article discusses how organizations can select the most appropriate manufacturing measures and how they can effectively communicate performance. It also identifies key…
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Data and Measures|
Dive into Data Visualization Quick Poll: Supply Chain Management
APQC conducted a short poll to understand insight on organizations’ applications, management, and challenges regarding data visualization tools. Data visualization tools…
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Data and Measures|
Productivity Metrics: Finance, Human Resources, Supply Chain
APQC’s Process and Performance Management (PPM) team examined some of the most common productivity metrics and KPIs within Financial Management (FM), Human Capital Management…
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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…