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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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Measure Spotlight Results

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First contact resolution rate for your HR service center

Selling, general, and administrative (SGA) costs per business entity employee

Number of business entity employees per FTE that performs the process group "recruit, source, and select employees"

Cycle time in days from identifying the need to hire a new employee to approval of the job requisition

Number of new hires per FTE that performs the process group "recruit, source, and select employees"
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Image of a person's hand touching a block that is part of a process flowchart.