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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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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Tools & Templates|
End-to-End Process Maps and Measures: Sales and Operations Planning
A common struggle for any end-to-end process management is identifying the right measures that encapsulate the value of the process. This article contains key performance…
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Tools & Templates|
End-to-End Process Maps and Measures: Sales and Operations Planning (Visio)
A common struggle for any end-to-end process management is identifying the right measures that encapsulate the value of the process. This Visio file includes the maps…
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Tools & Templates|
End-to-End Process Maps and Measures: Sales and Operations Planning (Excel)
A common struggle for any end-to-end process management is identifying the right measures that encapsulate the value of the process. This Excel file includes the lists of…
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Tools & Templates|
End-to-End Process Maps and Measures: Procure-to-Pay
A common struggle for any end-to-end process management is identifying the right measures that encapsulate the value of the process. This article contains key performance…
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Tools & Templates|
End-to-End Process Maps and Measures: Procure-to-Pay (Visio)
A common struggle for any end-to-end process management is identifying the right measures that encapsulate the value of the process. This Visio file includes the maps…
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Tools & Templates|
End-to-End Process Maps and Measures: Procure-to-Pay (Excel)
A common struggle for any end-to-end process management is identifying the right measures that encapsulate the value of the process. This Excel file includes the lists of…
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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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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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To forge and accelerate breakthrough innovation in supply chain management, leaders are increasingly employing the tools of benchmarking to identify opportunities and develop…
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Presentation Slides|
Using Audits and Benchmarking to Build Supply Chain Resilience
In the fast-paced and ever-changing world of global business, managing supply chain risk has become a paramount consideration for organizational success. To delve into this…
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Presentation Slides|
Unlocking Automation Excellence: Workato's Journey with APQC's PCF®️ as the Ultimate Foundation
Over the past decade, there have been rapid advancements in enterprise automation technology, leading to significant market adoption. To better assist its customers on their…
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Reports & White Papers|
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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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…