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 8,200 research-based best practices, benchmarks and metrics, case studies, and other valuable APQC content.
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Tools & Templates|
Documentation Approaches for Knowledge Capture
Critical knowledge is at risk when it's only stored in employees' heads. Knowledge management (KM) offers a variety of approaches for capturing critical knowledge through…
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Tools & Templates|
Documentation Approaches for Knowledge Transfer
Documentation is the process of codifying knowledge into written, audio, visual, and/or video assets. When knowledge is in the form of content, it can be transferred to…
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At APQC's 2024 conference, Evan Siegel from eGain Corporation discussed using Generative AI to enhance content and knowledge-sharing activities. This article provides a…
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During APQC’s 2024 conference, the Canadian Medical Protective Association (CMPA) showcased a knowledge capture process using a suggestion management system. They utilized…
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Enterprise content management systems that provide employees with timely, useful information can enhance productivity, quality, collaboration, and job satisfaction…
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In this session, the Canadian Medical Protective Association (CMPA) discussed how they benefited from business process improvement (BPI) and content management. CMPA…
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During this session, participants examined the significant impact of Generative AI on business outcomes, particularly in the context of customer service. The focus was on…
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Presentation Slides|
How a Robust Content Management System Enhances Customer Experience
In this session, the Canadian Medical Protective Association (CMPA) discussed how they benefited from business process improvement (BPI) and content management. CMPA…
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Presentation Slides|
Knowledge Revolution with Generative AI: Megatrends & Success Stories
During this session, participants examined the significant impact of Generative AI on business outcomes, particularly in the context of customer service. The focus was on…
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Collections|
Exploring APQC's Knowledge Flow Process
APQC’s Knowledge Flow Process is a seven-step cycle describing how knowledge is created, identified, collected, reviewed, shared, accessed, and used within organizations…
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Infographics|
APQC's Knowledge Flow Process: The Recipe for Success
APQC's Knowledge Flow Process describes how knowledge flows through organizations in seven steps. The cycle includes creating, identifying, collecting, reviewing, sharing,…
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Investing in effective enterprise content management processes is crucial for organizations. APQC's research on successful content management programs shows how to formulate…
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Reports & White Papers|
Reasons To Invest In Content Management
The importance of investing in enterprise content management processes and structures is becoming more apparent among organizations. Over time, the lack of effective…
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APQC’s Knowledge Flow Process is a seven-step cycle describing how knowledge flows through organizations. The cycle includes creating, identifying, collecting, reviewing,…
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APQC’s Knowledge Flow Process is a seven-step cycle describing how knowledge flows through organizations. The cycle includes creating, identifying, collecting, reviewing,…
Measure Spotlight Results
(1 - 5 of 64 Results)IT analyst/technologist FTEs as a percentage of total KM FTEs
Business liaison/analyst FTEs as a percentage of total KM FTEs
Onshore/co-located personnel (staff) costs directly associated with leading, managing, and supporting the KM program, initiative, or service per $1,000 revenue
Offshore/low-cost delivery center personnel (staff) costs directly associated with leading, managing, and supporting the KM program, initiative, or service per $1,000 revenue
KM change management experts/specialists as percentage of total KM FTEs
