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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Guidelines for Survey Design
Good survey design is key to achieving reliable and actionable insights from research projects. Survey designers need to create questions that accurately measure respondents’…
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Process professionals know that the overarching goal of process management is to improve business performance. Whether the emphasis is on customer retention, employee…
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Benchmarking is a continuous learning process, it involves understanding the quantitative side of performance—what is being measured and how the process performs—and…
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Benchmarking is a continuous learning process, it involves understanding the quantitative side of performance—what is being measured and how the process performs—and…
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Benchmarking is a continuous learning process, it involves understanding the quantitative side of performance—what is being measured and how the process performs—and…
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Benchmarking is a continuous learning process, it involves understanding the quantitative side of performance—what is being measured and how the process performs—and…
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Virtual Site Visit Guide: Template
To gain in-depth information, a benchmarking team may conduct a comprehensive virtual meeting, or series of meetings, with an organization that possesses best practices or…
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Benchmarking Site Visit Checklist
If your benchmarking team decides to conduct in-depth research at another organization, it can use this checklist to ensure that it properly prepares for the visit, has what…
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The goal of process management is to improve performance. Whether the emphasis is customer retention, cycle time, employee satisfaction, efficiency, business growth,…
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Normalizing Benchmarking Data
To draw accurate conclusions from your benchmarking data, you typically must “normalize” the data. This article explains how this is done using an example and discusses the…
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When an organization decides that it needs to benchmark with other organizations, leaders of the benchmarking effort are usually excited to see what high-performing…
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In-Person Site Visit Guide: Template
To gain an in-depth understanding of how work is accomplished within a best-practice organization, a benchmarking team may decide to visit that organization in person…
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Business process management (BPM) teams exist to help their organizations improve, whether the emphasis is on customer retention, cycle time, employee satisfaction,…
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Process Improvement: People and Culture
Process improvement is challenging for many organizations, and the reasons why make sense. Setting up a continuous improvement program or initiative often requires…
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Process improvement often requires organizations to invest resources like time, personnel, and budgetary support. How do leading organizations sustain process improvements…
