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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To keep pace with evolving business needs, KM professionals must continually broaden and deepen their skills. In June 2022, APQC hosted a roundtable discussion facilitated…
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Data and Measures|
Knowledge Management Program Key Benchmarks: Services Industry
Gain insight into the efficiency and effectiveness of your organization’s processes in the services industry by benchmarking common business activities. The process group …
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Data and Measures|
Knowledge Management Program Key Benchmarks: Pharmaceutical Industry
Gain insight into the efficiency and effectiveness of your organization’s processes in the pharmaceutical industry by benchmarking common business activities. The process…
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Data and Measures|
Knowledge Management Program Key Benchmarks: Healthcare Industry
Gain insight into the efficiency and effectiveness of your organization’s processes in the healthcare industry by benchmarking common business activities. The process group …
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Presentation Slides|
Cultivating the Right Skills for KM’s Future
When is the last time you thought strategically about how to identify and fill skills gaps for your knowledge management team? This presentation describes how to develop…
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Ubisoft Entertainment scaled up rapidly and had a complex, messy content management environment and a competitive organizational culture that was not conducive to knowledge…
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Presentation Slides|
Emotional Connection and Influencing Change
Building on Bill Benjamin's framework of the Science of Emotional Intelligence, this presentation explores powerful new concepts, applications, and strategies that improves…
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Presentation Slides|
Accelerate Innovation: Connect Every Employee to the Organization's Collective Knowledge
Globalization, intense competition, and the resultant innovation imperative have changed for good the way large organizations are structured. Expanding your vision of where…
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Presentation Slides|
Finding Answers Quickly with Knowledge Flow
With a growing number of internal repositories, Shopify’s frontline support team struggled to find the right information at the right time. This slowed down customer support…
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Presentation Slides|
Productizing Knowledge Services: Reimagine Knowledge Flows and Generate Revenue
Improving customer experience is the key to getting your KM tools noticed and used. Grant Thornton applied Agile methodology to brainstorm, scope, build, and release creative…
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Faced with content findability challenges throughout the business, it would have been easy for Shopify to look for a shiny new tool to fix all its KM problems. Instead, the…
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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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Access to an organization’s collective knowledge boosts employees’ productivity and ability to innovate. But enabling knowledge access is a challenge, especially in large and…
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Design thinking is a strategy and methodology to uncover user needs, understand human behavior, and design solutions that align with users’ problems, preferences, and…
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As organizations seek to thrive through chaos and change, emotional intelligence is quickly becoming one of the most in-demand skillsets. Emotional intelligence is the…
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