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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Case Study|
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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Alberta Blue Cross provides health benefits to more than 1.8 million Albertans through group, government, and individual insurance plans. Alberta Blue Cross is consistently…
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Presentation Slides|
Robotic Process Automation: The Gateway to Process Improvement
The Federal Home Loan Bank of San Francisco took a grassroots approach in building its robotic process automation (RPA) Center of Excellence, starting slowly with ad-hoc get…
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Presentation Slides|
A New Foundation: Rebuilding the Knowledge Base at Elevations Credit Union
Elevations Credit Union is a two-time Malcolm Baldrige National Quality Award winner, and knowledge management has played a crucial role in its improvement journey. This…
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Presentation Slides|
Setting the Stage for Success: A KM Implementation Journey
Prudential used APQC's Knowledge Management Program Framework, case studies, assessments, and best practices to implement a KM program throughout its U.S. businesses. As a…
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Case Study|
Managing Knowledge Content at Allstate
Allstate wanted to consolidate its KM technology across business areas and establish a universal set of standards for knowledge content. To accomplish this, it launched…
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Elevations Credit Union wanted to update its KM systems and provide employees with a consistent KM experience regardless of their role, function, or location. The…
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Presentation Slides|
A Conversation About Knowledge Management and Organizational Culture
Organizational culture is a determining factor of KM success. Some cultures block the flow of knowledge by encouraging secrecy, stoking internal rivalries, emphasizing…
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Prudential Financial is a financial services firm that provides individual and institutional investors with an array of financial products and services. Headquartered in…
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Arthur J. Gallagher & Co. is one of the largest insurance brokers in the world. With headquarters in Rolling Meadows, Illinois, the organization has more than 34,000…
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Presentation Slides|
An Interactive Conversation with 2020 Excellence in KM Recipients
In this two-hour web event, APQC’s Cindy Hubert, Darcy Lemons, and Lauren Trees facilitated three interactive conversations with leaders from high-achieving KM teams…
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Presentation Slides|
Process Toolkit to Challenge the As-Is
In order to engage the business and apply process practices that make a difference, we often must challenge the way people think about the way they execute work. To…
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Presentation Slides|
Transformation from Within: Our OpEx Journey
Capital Group ranks among the world's oldest and largest investment management organizations. Over the last five years, it evolved its transformation practices from a single…
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Capital Group is an American financial services company. It offers a range of products focused on active management including more than 40 mutual funds as well as separately…
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Prudential Financial wanted to centralize key knowledge resources and create a knowledge-sharing culture across its U.S. businesses. The organization created a formal KM…