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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As part of APQC’s research into best practices surrounding business process outsourcing, APQC Principal Research Lead Kelley Pruetz interviewed Daryl Wilkes, the director of…
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Webinars & Videos|
How Competing Outsourcers Spur Customer Care Improvements at ASOS- An Interview with Daryl Wilkes
As part of APQC’s research into best practices surrounding business process outsourcing, APQC Principal Research Lead Kelley Pruetz interviewed Daryl Wilkes, the director of…
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Tools & Templates|
End-to-End Process Maps and Measures: Idea-to-Market
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…
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Tools & Templates|
End-to-End Process Map and Measures: Question-to-Insight
There are several departments and teams in any organization focused on solving problems and providing insights to support decision making (e.g., market research, competitive…
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Data and Measures|
Customer Service Practices: Comparison by Revenue
APQC conducts research on sales business practices to help organizations assess the performance of their own processes and functions compared to their peers. This survey…
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Data and Measures|
Customer Service Practices: Comparison by FTEs
APQC conducts research on sales business practices to help organizations assess the performance of their own processes and functions compared to their peers. This survey…
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Data and Measures|
Customer Service Practices: Comparison by Business Model
APQC conducts research on sales business practices to help organizations assess the performance of their own processes and functions compared to their peers. This survey…
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Collections|
Customer Service Practices Reports
APQC conducts research on marketing business practices to help organizations assess the performance of their own processes and functions compared to their peers. This survey…
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Data and Measures|
Identifying Gaps in the Employee Experience: Consumer Products/Packaged Goods Industry
Many organizations are struggling with how to retain employees as they watch their turnover rates go up and their retention rates go down. This has led organization leaders…
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Data and Measures|
Customer Service Practices: Financial Services/Banking Industry Report
APQC conducts research on sales business practices to help organizations assess the performance of their own processes and functions compared to their peers. This survey…
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Data and Measures|
Customer Service Practices: Cross-Industry Report
APQC conducts research on sales business practices to help organizations assess the performance of their own processes and functions compared to their peers. This survey…
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Data and Measures|
Customer Service Practices: Consumer Products/Packaged Goods Industry Report
APQC conducts research on sales business practices to help organizations assess the performance of their own processes and functions compared to their peers. This survey…
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Data and Measures|
Customer Service Practices: Petroleum/Chemical Industry Report
APQC conducts research on sales business practices to help organizations assess the performance of their own processes and functions compared to their peers. This survey…
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Data and Measures|
Customer Service Practices: Industrial Products Industry Report
APQC conducts research on sales business practices to help organizations assess the performance of their own processes and functions compared to their peers. This survey…
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Data and Measures|
Customer Service Practices: Europe, Middle East, and Africa (EMEA) Region Report
APQC conducts research on sales business practices to help organizations assess the performance of their own processes and functions compared to their peers. This survey…
Measure Spotlight Results
(1 - 5 of 362 Results)Total revenue per sales order placed
Percentage of sales orders received through new (such as digital/electronic) channels
First contact resolution rate for inquiries on existing orders and service-after-sales requests
Number of FTEs that perform the process "manage sales orders" per $1 billion revenue
Number of sales order line items placed per FTE that performs the process "manage sales orders"
