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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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…
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Reports & White Papers|
Evolution of Benchmarking: A Supply Chain Perspective
Benchmarking has been and continues to be one of the most popular management tools. There is a critical need to look towards the future and understand how it will continue to…
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Supply chain management is central to an organization’s operations and business success, so picking the most relevant performance metrics is crucial. The need for employee…
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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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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…