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 8,000 research-based best practices, benchmarks and metrics, case studies, and other valuable APQC content.Â
Looking for something specific?
Ask us-
Infographics|
Making Leaps in Your Customer Service Performance
To assess whether your organization is doing well in customer service, it’s essential to choose the relevant key performance indicators (KPIs) to evaluate your customer…
-
Collections|
Measuring Customer Service
In 2023, APQC conducted research, sponsored by Esker Inc., that took a detailed look at the top KPIs organizations employ to measure customer service and order management…
-
Benchmarking your organization’s customer service function is critical for finding improvement opportunities, discovering trends over time, and more. But choosing the right…
-
Tools & Templates|
End-to-End Process Maps and Measures: Sales and Operations Planning
A common struggle for any end-to-end process management is identifying the right measures that encapsulate the value of the process. This article contains key performance…
-
Tools & Templates|
End-to-End Process Maps and Measures: Sales and Operations Planning (Visio)
A common struggle for any end-to-end process management is identifying the right measures that encapsulate the value of the process. This Visio file includes the maps…
-
Tools & Templates|
End-to-End Process Maps and Measures: Sales and Operations Planning (Excel)
A common struggle for any end-to-end process management is identifying the right measures that encapsulate the value of the process. This Excel file includes the lists of…
-
Articles|
Procurement in the Cloud
Supply chain disruptions and uncertainty have driven many organizations to adopt cloud-based purchasing applications and platforms. While the cloud allows for more flexible…
-
Articles|
Mitigating Expedited Costs in Logistics
Unexpected spikes in demand may require an organization to expedite orders to meet customer needs. While the causes of expedited orders are sometimes beyond an organization’s…
-
Infographics|
Taking Supplier Relationship Management to the Next Level
Supplier relationship management (SRM) is a method commonly used by organizations to ensure supplier adhere to contract terms and procurement activities. View this…
-
Research has shown that many, if not most, of the world's most-used sourcing strategies are incomplete for modern procurement challenges. In this article, Kate Vitasek and…
-
This article weaves together insights from research conducted by APQC, APQC research advisor Kate Vitasek, author Daniel Coyle, and IBM to provide actionable advice on ways…
-
Collections|
Next-Generation Supplier Relationship Management
Much work has been done building good supplier relationship management (SRM) programs. As more companies embrace and adopt SRM best practices, it’s time to look holistically…
-
Tools & Templates|
Sourcing Considerations Checklist: Basic Provider Model
Next-generation supplier relationship management embraces a continuum of sourcing business models. For the Basic Provider sourcing business model, here is an easy-to-use…
-
Tools & Templates|
Sourcing Considerations Checklist: Preferred Provider Model
Next-generation supplier relationship management embraces a continuum of sourcing business models. For the Preferred Provider sourcing business model, here is an easy-to-use…
-
Tools & Templates|
Sourcing Considerations Checklist: Performance-Based/Managed Services Model
Next-generation supplier relationship management embraces a continuum of sourcing business models. For the Performance-based/Managed Services sourcing business model, here is…
Measure Spotlight Results
(1 - 5 of 572 Results)Cost of goods sold as a percentage of revenue
Percentage of sales force that made their quotas/targets in the last 12-month reporting period
Personnel cost to perform the process "manage sales orders" per $1,000 revenue
Personnel cost to perform the process "manage sales orders" as a percentage of total process cost
Personnel cost to perform the process "manage sales orders" per process FTE
