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 8,200 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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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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Articles|
Process Management Paradigm Shift
Competencies in Lean, Six Sigma, or business process management are no longer enough for process teams to support their organizations’ needs. Accelerated changes in the…
Measure Spotlight Results
(1 - 5 of 371 Results)Total revenue per sales order placed
Percentage of sales orders received through new (such as digital/electronic) channels
First contact resolution rate for inquiries on existing orders and service-after-sales requests
Number of FTEs that perform the process "manage sales orders" per $1 billion revenue
Number of sales order line items placed per FTE that performs the process "manage sales orders"
