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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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Excellence in Knowledge Management 2020
APQC recognized 12 organizations as winners of its Excellence in Knowledge Management award in 2020. The award is based on analysis from APQC’s KM Capability Assessment Tool,…
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Excellence in Knowledge Management 2021
APQC recognized six organizations as recipients of its Excellence in Knowledge Management (KM) recognition in 2021. The recognition is based on analysis from APQC’s KM…
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AI in Customer Service: Services Industry Report
In 2020, APQC conducted a survey to explore the use of artificial intelligence (AI) for customer service. This report highlights results from respondents in the services…
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How Innovative Is Your KM Approach?
How do you imagine your approach to knowledge management will look one, two, or five years from now? Will you be considered indispensable, or will your KM approach fail to…
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Knowledge Management Trends Survey Report: Services Industry
In late summer 2021, APQC surveyed more than 350 knowledge management experts and practitioners about their view of KM’s current state and what they think the future holds…
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Fixing Process & Knowledge Productivity Problems Survey Report: Services
Wasted time, duplicated work, and inefficient processes chip away at an organization’s bottom line. Small inefficiencies add up—and they can hurt innovation and competitive…
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KM Conversations: KM for a Smarter, More Automated World
Automation, machine learning, and AI are changing how organizations approach KM. And as the pandemic creates disruptions and financial challenges, many organizations are…
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KM Enablement to Support Business Strategy at Mercer
This short video features Lisa Weber, Mercer’s knowledge management (KM) leader, describing how her KM program supports the organizational strategy through content analytics…
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Knowledge Transfer at Arup
Many KM teams struggle to enable knowledge transfer and ensure the collective IP and expertise of an organization can be applied to new projects and problems. In this…
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Enterprise Content and Collaboration in the Cloud
Cloud computing is one of the most pervasive trends in enterprise IT. In 2019, APQC surveyed more than 300 organizations to understand their use of cloud platforms to support…
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Virtual Collaboration in the Services Industry
In September/October 2020, APQC conducted a survey to understand people’s experiences collaborating virtually with coworkers. This report provides insight into virtual…
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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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Benchmarking: Two Tales of Success
Benchmarking is perhaps the most effective process and performance improvement tool—but it only works if you use it. In this session, Boeing and EY will share how they worked…
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Opportunities and Impact for Knowledge-Sharing Amid COVID-19
Advanced technologies, new ways of working, and shifts in workforce composition are rendering traditional views of knowledge management obsolete. Get the knowledge management…
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Intersection of Data, Process, and Knowledge Management: Services Industry
APQC conducted a survey to understand trends in data management programs, their governance, structures, practices and how they integrate with other programs within the…
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