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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Too often, leaders and other stakeholders struggle to see the value of KM initiatives or feel that KM programs do not deliver as much business impact as they should. For…
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Data and Measures|
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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Presentation Slides|
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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Webinars & Videos|
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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Data and Measures|
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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Data and Measures|
New Developments in Internal Controls Survey Report: Services Industry
Internal controls are important mechanisms put in place by organizations to help safeguard assets, ensure reliable and accurate financial reporting, prevent against fraud,…
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Case Study|
Transforming Quote-to-Cash at IBM
IBM optimized opportunity-to-order (O2O) and order-to-cash (O2C), but still struggled with data availability and cycle times due to the handoff between these processes. IBM…
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Infographics|
What Makes Mercer Excellent at KM?
Mercer earned APQC’s 2021 Excellence in recognition in honor of achieving Level 3 on APQC’s KM Capability Assessment at the business-entity level. This infographic includes…
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Tools & Templates|
KM Program Structure & Staffing Examples: Excellence in Knowledge Management Recipients
To date, APQC has recognized more than 20 mature KM programs as part of its Excellence in Knowledge Management initiative. The recognition is based on analysis from APQC’s KM…
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Data and Measures|
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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Case Study|
Excellent Content Management at Mercer
Mercer is a global professional services firm that delivers advice and technology-driven solutions to help organizations meet the health, wealth, and career needs of a…
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Articles|
Communities of Practice at Mercer
Communities of practice are designated networks of people who share knowledge face-to-face, virtually, or both. Each community is held together by a common purpose, which…
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Data and Measures|
Training and Development Key Benchmarks: Services Industry
Prepared using data from APQC’s Open Standards Benchmarking® in Develop, Train, and Counsel Employees, this article provides human capital management key performance…
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Articles|
KM Champions at Mercer
Stakeholder engagement is an essential component of any healthy knowledge management (KM) program. Although there are many ways to boost support for KM among colleagues, one…
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Articles|
Upskilling the KM Team at Mercer
In knowledge management (KM), there is always something new to learn. A good KM team must continually refine its skillsets to accommodate emerging goals, techniques,…
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