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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Through research, APQC discovered 12 common practices for measuring corporate quality that organizations should consider. The 12 practices fall into four categories:…
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How to Report Quality in a Suite of Measures
Including a small suite of two to five quality measures in an executive measurement report ensures that leaders are aware of quality levels and trends and can address issues…
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APQC recommends maintaining an awareness of these three factors—frequency, standardization, and transparency—when developing quality measurement to ensure that the…
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Whether designing a new process or improving an existing one, it's vital to identify all the inputs and outputs for each step of the process to help embed a cross-functional…
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Developing the Project Scope
Developing the project scope is essential to ensuring that the project stays on track and meets its business objectives. This article describes the components of an effective…
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Knowledge Management and Process Management: A Winning Combination for Continuous Improvement
By effectively harmonizing process and performance management (PPM) with a strong knowledge management (KM) program, organizations can realize unexpected synergy and…
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How to Keep Leaders Focused on Process Work
Each year, APQC surveys process and performance management (PPM) professionals to understand their common challenges and priorities for the year. In advance of the 2024…
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Each year, APQC surveys process and performance management (PPM) professionals to understand their common challenges and priorities for the year. In advance of the 2024…
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Each year, APQC surveys process and performance management (PPM) professionals to understand their common challenges and priorities for the year. In advance of the 2024…
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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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Process Audit Fundamentals
This article outlines the key components of an effective process audit, the most important considerations for each stage of the audit, and gives concrete recommendations for…
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Infographics|
Applying Governance and Roles to End-to-End Processes
As organizations increasingly structure their operations around end-to-end processes, the concept of global process owners (GPOs) has become key in managing business…
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A recent webinar with APQC's Hubert, Braksiek, and Lundquist presented insights from the 2023 conference and discussed future research topics. The session focused on the…
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Combining KM and process management can optimize work processes, leading to improved quality, consistency, faster problem-solving, and reduced frustration. However, few…