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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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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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…
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Customer expectations have changed as a result of recent disruptions and global health concerns like the COVID-19 pandemic. Through its customer service research, APQC finds…
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Optimizing Customer Service Podcast Summary
In this article, Graham Smith from Esker Inc. and Marisa Brown from APQC discuss how organizations can optimize their customer service practices and processes. Leveraging…
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With any knowledge management (KM) tool or approach, the key to success is getting people to use it. Employees want KM to be intuitive, easy, and embedded into their regular…
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The Future of Shared Services
In an email interview with APQC, shared services experts from ScottMadden explained how organizations today are fine tuning the HR shared services (HRSS) model to deliver…
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Why Satisfaction with HR Matters
There’s never been a more pressing time for HR functions to find creative ways to satisfy employees. Drawing from the results of APQC’s HR Customer Satisfaction survey, this…
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As customers’ expectations for service quality and responsiveness increase, some organizations are opening select KM content and systems to customers. This can present risk…
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Service level agreements (SLA) play a critical role in governing the relationship between the customer and supplier of a service and can be leveraged any time that…
Measure Spotlight Results
(1 - 5 of 372 Results)Outsourced cost to perform the process "manage sales orders" per $1,000 revenue
Other cost to perform the process "manage sales orders" per $1,000 revenue
Other cost to perform the process "manage sales orders" as a percentage of total process cost
Personnel cost to perform the process "manage sales orders" as a percentage of total process cost
Personnel cost to perform the process "manage sales orders" per process FTE
