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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Webinars & Videos|
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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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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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…