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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Process Classification Framework|
APQC Process Classification Framework (PCF) – Life Sciences PCF - PDF Version 6.1.0
Effective benchmarking requires common definitions and processes. Like a shared language, organizations need to make apples-to-apples comparisons to obtain accurate…
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Process Classification Framework|
APQC Process Classification Framework (PCF) - Banking PCF - Excel Version 6.1.0
Effective benchmarking requires common definitions and processes. Like a shared language, organizations need to make apples-to-apples comparisons to obtain accurate…
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Data and Measures|
Business Process Management Maturity Benchmarks: Financial Services/Banking Industry
This report is prepared with data from APQC's Business Process Management Maturity Assessment Tool (BPM MAT). The BPM MAT allows Financial Services and Banking organizations…
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Data and Measures|
2023 Process and Performance Management Priorities and Challenges: Services Sector
APQC conducted a survey to understand the common challenges and priorities of process and performance management (PPM) practitioners for 2023. This report looks at the top…
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Data and Measures|
Evolution of Benchmarking 2022: Finance Industry
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…
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Data and Measures|
Managing Mergers and Acquisitions: Financial Services/Banking Industry
Most mergers & acquisition (M&A) deals tend to fall apart in the integration phase. Whether it’s underestimating the costs of integrations, setting unrealistic timelines,…
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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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Business stakeholders often underestimate the amount of time, labor, and other resources that it takes to implement robotic process automation (RPA) effectively. At APQC's…
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Presentation Slides|
How to Boost Customer Experience with BPM and Design Thinking
Frameworks and methods from customer experience management (CXM), business process management (BPM), and design thinking (DT) had been utilized in several Endress+Hauser…
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The customer experience is critical to the success of your organization, but do your business processes reflect that importance? In a breakout session from APQC’s 2022…
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Data and Measures|
Dive into Data Visualization Quick Poll: Services Industry Report
APQC conducted a short poll to understand insight on organizations’ applications, management, and challenges regarding data visualization tools. Data visualization tools…
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Data and Measures|
Dive into Data Visualization Quick Poll: Financial Services/Banking Industry Report
APQC conducted a short poll to understand insight on organizations’ applications, management, and challenges regarding data visualization tools. Data visualization tools…
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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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Data and Measures|
Understanding Sustainability Programs: Services Sector
Environment is touted as the next big disruptor organizations should prepare for. In October 2021, APQC conducted a survey to understand the scope of sustainability in…