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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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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Managing Process Knowledge
Business processes and associated knowledge are essential to an organization's effective operation. Process and KM teams aim to document, standardize, and optimize how work…
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End-to-End Process Maps and Measures
An end-to-end process mindset is often necessary to help organizations achieve their goals because strategic goals are rarely functional in nature. They are large-scale…
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Process in Times of Disruption
Process management is the foundational bedrock that organizations can rely on not only in good times, but also in in times of crises and turmoil. More pointed, it provides…
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Desjardins IBM Deep Cloud Benchmarking Study
The Desjardins Group is a Canadian financial service cooperative and the largest federation of credit unions in North America. They execute their mission through the…
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Sustainability is no longer a choice but a business imperative. Organizations are finding they must adopt a holistic approach, integrate sustainability into their processes,…
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APQC's Process Classification Framework (PCF) - Cross-Industry and Industry-Specific Versions
This collection contains links to all the most recent versions of APQC's Process Classification Framework (PCF), including the cross-industry framework, all industry-specific…
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Managing Change
Most improvements in organizations require some degree of change. Navigating new territory and supporting employees through the change takes planning and care. This…
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This collection brings together summaries of APQC’s major process and performance management research projects from the past five years. All the summaries are open to the…
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Tools to Evolve BPM's Strategic Value
In our recent research on process automation, APQC found that business process management is potentially more important than ever before. Process management has many of the…
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Founded in 2013, Workato enables business and IT teams to integrate their apps and automate business workflows without compromising security and governance. Workato needed to…
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Supply Chain Benchmarking
This collection provides a supply chain perspective on benchmarking as a strategic tool, with a goal of understanding how it can continue to drive value for organizations…
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Visualizing a Path to Success at The Poirier Group
When managing an enterprise or business process transformation, sometimes the quickest path to helping people envision what is possible and change key behaviors is to provide…
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Ernslaw One Limited needed to overhaul its change management practices in order to support the execution and adoption of improvements across the enterprise.APQC interviewed…
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Benchmarking 2022: Evolution of Strategic Value
Today, benchmarking remains one of the most popular management tools. But even great management tools like benchmarking cannot stand still and need to look towards the future…