APQC RSS Feed https://www.apqc.org/rss.xml APQC is one of the world’s leading proponents of benchmarking, business research and performance improvement. Make best practices your practices. en Training and Development: Petroluem and Chemical Industry Spotlight https://www.apqc.org/knowledge-base/documents/training-and-development-petroluem-and-chemical-industry-spotlight <div class="product-body"><p>From an August 2017 study in human capital management on developing and counselling employees, APQC has looked into petroleum and chemical organizations' learning strategies, manager development, learning technology, and more to share with the entire industry so that organizations can compare their practices to their peers.</p> </div> https://www.apqc.org/knowledge-base/documents/training-and-development-petroluem-and-chemical-industry-spotlight#comments Competency Models Employee Training & Development HR Information systems/technology Human Capital Management Leadership Development Learning management systems Training Methods Training Programs Presentations 6.0 Develop and Manage Human Capital 6.3 Develop and counsel employees 6.3.2 Manage employee performance 6.3.2.3 Evaluate and review performance program 6.3.4 Manage employee development 6.3.5 Develop and train employees 6.3.5.4 Develop, conduct, and manage employee and/or management training programs Print Chemicals Human Capital Management Petroleum/Oil/Gas Sat, 14 Oct 2017 00:33:05 +0000 APQC 409913 at https://www.apqc.org Training and Development: Media and Entertainment Industry Spotlight https://www.apqc.org/knowledge-base/documents/training-and-development-media-and-entertainment-industry-spotlight <div class="product-body"><p>From an August 2017 study in human capital management on developing and counselling employees, APQC has looked into media and entertainment organizations' learning strategies, manager development, learning technology, and more to share with the entire industry so that organizations can compare their practices to their peers.</p> </div> https://www.apqc.org/knowledge-base/documents/training-and-development-media-and-entertainment-industry-spotlight#comments Competency Models Employee Training & Development HR Information systems/technology Human Capital Management Leadership Development Learning management systems Training Methods Training Programs Presentations 6.0 Develop and Manage Human Capital 6.3 Develop and counsel employees 6.3.2 Manage employee performance 6.3.2.3 Evaluate and review performance program 6.3.4 Manage employee development 6.3.5 Develop and train employees 6.3.5.4 Develop, conduct, and manage employee and/or management training programs Print Broadcasting/Radio/TV/Cable/Media Entertainment Human Capital Management Sat, 14 Oct 2017 00:29:25 +0000 APQC 409912 at https://www.apqc.org Training and Development: Insurance Industry Spotlight https://www.apqc.org/knowledge-base/documents/training-and-development-insurance-industry-spotlight <div class="product-body"><p>From an August 2017 study in human capital management on developing and counselling employees, APQC has looked into insurance organizations' learning strategies, manager development, learning technology, and more to share with the entire industry so that organizations can compare their practices to their peers.</p> </div> https://www.apqc.org/knowledge-base/documents/training-and-development-insurance-industry-spotlight#comments Competency Models Employee Training & Development HR Information systems/technology Human Capital Management Leadership Development Learning management systems Training Methods Training Programs Presentations 6.0 Develop and Manage Human Capital 6.3 Develop and counsel employees 6.3.2 Manage employee performance 6.3.2.3 Evaluate and review performance program 6.3.4 Manage employee development 6.3.5 Develop and train employees 6.3.5.4 Develop, conduct, and manage employee and/or management training programs Print Human Capital Management Insurance Sat, 14 Oct 2017 00:28:07 +0000 APQC 409911 at https://www.apqc.org Improving Supplier Relationship Management Through Corporate Responsibility: Intel Case Study https://www.apqc.org/knowledge-base/documents/improving-supplier-relationship-management-through-corporate-responsibility <div class="product-body"><p>Supply chain success is inherently related to how well organizations create, manage, and monitor relationships.</p> <p>Intel has found its corporate responsibility programs have enhanced its business results, reputation, credibility, and brand recognition. Reflected in numerous corporate responsibility awards, Intel’s success in supplier relationship management and in integrating its sustainability program is based on the organization’s adherence to industry standards. &nbsp;</p> </div><p><a href="https://www.apqc.org/knowledge-base/documents/improving-supplier-relationship-management-through-corporate-responsibility" target="_blank">read more</a></p> https://www.apqc.org/knowledge-base/documents/improving-supplier-relationship-management-through-corporate-responsibility#comments Environmental Health & Safety Supply Chain Management Case Studies 4.0 Deliver Products and Services 1.2.2.3 Develop sustainability strategy 11.4 Manage legal and ethical issues 4.1.3.2 Collaborate with supplier and contract manufacturers 4.2.2.2 Certify and validate suppliers 4.2.4 Manage suppliers 4.2.4.2 Prepare/Analyze procurement and vendor performance Print Semiconductors Supply Chain Management Fri, 13 Oct 2017 17:43:30 +0000 APQC 409899 at https://www.apqc.org Checklist for Integrating Certification Standards and Process Frameworks https://www.apqc.org/knowledge-base/documents/checklist-integrating-certification-standards-and-process-frameworks <div class="product-body"><p>This checklist addresses the critical implementation question that inevitably arises considering integrating certification standards with process frameworks: what tools/templates and other materials should you include?</p> </div> https://www.apqc.org/knowledge-base/documents/checklist-integrating-certification-standards-and-process-frameworks#comments Business Process Management (BPM) Process Process and Performance Management Quality Quality Assessment Articles and White Papers 12.1 Manage business processes 12.1.2 Define and manage process frameworks 12.1.2.1 Establish and maintain process framework 12.3 Manage quality 12.3.3 Perform quality assessments 12.0 Develop and Manage Business Capabilities Print Financial Management Human Capital Management Knowledge Management Supply Chain Management Wed, 11 Oct 2017 16:23:15 +0000 APQC 409779 at https://www.apqc.org Engaging Employees in Agile at Royal Bank of Canada (Webinar Summary) https://www.apqc.org/knowledge-base/documents/engaging-employees-agile-royal-bank-canada-webinar-summary <div class="product-body"><p>This article summarizes a webinar from Royal Bank of Canada (RBC). Representatives from RBC shared&nbsp;how the organization has supported employees to embrace agile ways of working to get innovative customer products and services out to the marketplace faster than ever before. They discussed the organization's&nbsp;journey to build its agile footprint, how they developed an improved ecosystem for delivery groups to operate and deliver business outcomes, lessons learned, and key takeaways.&nbsp;</p> </div> https://www.apqc.org/knowledge-base/documents/engaging-employees-agile-royal-bank-canada-webinar-summary#comments Human Capital Management Articles and White Papers 12.4.1.1 Select process improvement methodology 6.0 Develop and Manage Human Capital 6.1.2.6 Develop other HR programs 12.1 Manage business processes 12.1.4 Manage process performance 12.1.5.3 Perform continuous improvement activities 6.1.1 Develop human resources strategy 6.3.5.4 Develop, conduct, and manage employee and/or management training programs Print Financial Services/Banking Human Capital Management Wed, 11 Oct 2017 14:41:28 +0000 APQC 409767 at https://www.apqc.org Corporate Universities in 2020 https://www.apqc.org/knowledge-base/documents/corporate-universities-2020 <div class="product-body"><p>First established in the 1920's, the corporate university model is approaching its centennial quite transformed. Starting as an innovative learning and development approach, it has become a global mainstay. By 2020, corporate universities will by much changed from their 1920s blueprints but nonetheless crucial to addressing the key challenges facing organizations. This article examines what corporate universities will look like by 2020—and the best practices that will enable that transformation.</p> </div> https://www.apqc.org/knowledge-base/documents/corporate-universities-2020#comments Employee Training & Development Human Capital Management Leadership Development Articles and White Papers 6.0 Develop and Manage Human Capital 6.3 Develop and counsel employees 6.3.1 Manage employee orientation and deployment 6.3.4 Manage employee development Print Human Capital Management Tue, 10 Oct 2017 19:57:13 +0000 APQC 409693 at https://www.apqc.org Customizing a Process Framework https://www.apqc.org/knowledge-base/documents/customizing-process-framework <div class="product-body"><p>A primary reason APQC’s Process Classification Framework (PCF)® is the most used process framework in the world is its adaptability. The framework’s common language for defined work processes is a solid foundation for efforts to benchmark, manage content, and improve processes—even when the cross-industry or industry-specific versions need to be customized for an organization. This article lays out how to adapt the PCF.</p> </div> https://www.apqc.org/knowledge-base/documents/customizing-process-framework#comments Process and Performance Management Articles and White Papers 12.0 Develop and Manage Business Capabilities Print Financial Management Human Capital Management Knowledge Management Supply Chain Management Tue, 10 Oct 2017 16:49:59 +0000 APQC 409673 at https://www.apqc.org Creating Process Definitions https://www.apqc.org/knowledge-base/documents/creating-process-definitions <div class="product-body"><p>A key benefit of using any process framework is having common language and clarity around an organization’s processes. Without definitions, the processes are still open to interpretation, which limits a framework’s ability to ensure process standardization, compare and benchmark performance, and identify and prioritize improvement opportunities. APQC’s Process Classification Framework® (PCF) can help organizations looking to define their process elements, by leveraging or adapting existing elements.</p> </div><p><a href="https://www.apqc.org/knowledge-base/documents/creating-process-definitions" target="_blank">read more</a></p> https://www.apqc.org/knowledge-base/documents/creating-process-definitions#comments Process and Performance Management Articles and White Papers 12.0 Develop and Manage Business Capabilities Print Financial Management Human Capital Management Knowledge Management Supply Chain Management Tue, 10 Oct 2017 16:48:26 +0000 APQC 409672 at https://www.apqc.org Conduct a Current State Assessment https://www.apqc.org/knowledge-base/documents/conduct-current-state-assessment <div class="product-body"><p>Process frameworks like APQC’s Process Classification Framework (PCF)® can be used for an array of applications, ranging from understanding an organization’s current state (or “as is” processes) to measurement and performance management. Leveraging frameworks for current state assessments is especially beneficial because it helps save time and improve communications. This article lays out how to conduct a current state assessment using the PCF.</p> </div> https://www.apqc.org/knowledge-base/documents/conduct-current-state-assessment#comments Process and Performance Management Articles and White Papers 12.0 Develop and Manage Business Capabilities Print Financial Management Human Capital Management Knowledge Management Supply Chain Management Tue, 10 Oct 2017 16:31:39 +0000 APQC 409665 at https://www.apqc.org Using a Process Framework as a Taxonomy https://www.apqc.org/knowledge-base/documents/using-process-framework-taxonomy <div class="product-body"><p>Organizations need not begin with a blank sheet of paper in developing a content taxonomy. Functioning as a “common language,” a taxonomy is a hierarchy of categories used to classify content by moving from broad categories to increasingly narrow ones. An enterprise taxonomy can promote consistency across media types, business areas, and locations. A taxonomy also supports business analytics by allowing organizations to easily monitor content usage statistics and trends, such as which content topic areas receive the most downloads.</p> </div><p><a href="https://www.apqc.org/knowledge-base/documents/using-process-framework-taxonomy" target="_blank">read more</a></p> https://www.apqc.org/knowledge-base/documents/using-process-framework-taxonomy#comments Process and Performance Management Articles and White Papers 12.0 Develop and Manage Business Capabilities Print Financial Management Human Capital Management Knowledge Management Supply Chain Management Tue, 10 Oct 2017 16:27:59 +0000 APQC 409664 at https://www.apqc.org Intersection of Process and Knowledge Management: Ask the Experts (Q&A Summary) https://www.apqc.org/knowledge-base/documents/intersection-process-and-knowledge-management-ask-experts-qa-summary <div class="product-body"><p>In September 2017, APQC advisory services director Jeff Varney, client services director Cindy Hubert, process and performance management principal research lead Holly Lyke-Ho-Gland, and knowledge management principal research lead Lauren Trees hosted a virtual discussion answering questions submitted by APQC members surrounding the intersection of knowledge management and process and performance management.</p> </div><p><a href="https://www.apqc.org/knowledge-base/documents/intersection-process-and-knowledge-management-ask-experts-qa-summary" target="_blank">read more</a></p> https://www.apqc.org/knowledge-base/documents/intersection-process-and-knowledge-management-ask-experts-qa-summary#comments Process and Performance Management Articles and White Papers 12.5 Develop and manage enterprise-wide knowledge management (KM) capability 12.0 Develop and Manage Business Capabilities Print Financial Management Human Capital Management Knowledge Management Supply Chain Management Tue, 10 Oct 2017 16:06:40 +0000 APQC 409661 at https://www.apqc.org The Information Technology (IT) Organization: Utility Industry Spotlight https://www.apqc.org/knowledge-base/documents/information-technology-it-organization-utility-industry-spotlight <div class="product-body"><p>This presentation provides a summary of practices related to strategy/structure, analytics, management of electronic information, IT architecture development, new technology development, cloud computing, and mobile usage, from APQC's Open Standards Benchmarking IT Organization survey for the utility industry.&nbsp;</p> </div> https://www.apqc.org/knowledge-base/documents/information-technology-it-organization-utility-industry-spotlight#comments IT Analytics IT Organization and Processes Knowledge Management Presentations 7.0 Manage Information Technology 7.1 Manage the business of information technology 7.1.1 Develop the enterprise IT strategy 7.1.3.2 Analyze and evaluate the value of the IT portfolio for the enterprise Print Durable Goods Knowledge Management Machinery Machinery Equipment Mon, 09 Oct 2017 21:42:49 +0000 APQC 409590 at https://www.apqc.org The Information Technology (IT) Organization: Telecommunications Industry Spotlight https://www.apqc.org/knowledge-base/documents/information-technology-it-organization-telecommunications-industry-spotligh <div class="product-body"><p>This presentation provides a summary of practices related to strategy/structure, analytics, management of electronic information, IT architecture development, new technology development, cloud computing, and mobile usage, from APQC's Open Standards Benchmarking IT Organization survey for the telecommunications industry.&nbsp;</p> </div> https://www.apqc.org/knowledge-base/documents/information-technology-it-organization-telecommunications-industry-spotligh#comments IT Analytics IT Organization and Processes Knowledge Management Presentations 7.0 Manage Information Technology 7.1 Manage the business of information technology 7.1.1 Develop the enterprise IT strategy 7.1.3.2 Analyze and evaluate the value of the IT portfolio for the enterprise Print Durable Goods Knowledge Management Machinery Machinery Equipment Mon, 09 Oct 2017 21:41:16 +0000 APQC 409589 at https://www.apqc.org Li & Fung LTD. - Measuring the Digital Supply Chain Transformation https://www.apqc.org/knowledge-base/documents/li-fung-ltd-measuring-digital-supply-chain-transformation <div class="product-body"><p>A case study of Li &amp; Fung Ltd.,&nbsp;a Hong Kong based supply chain manager. APQC interviewed a number of executives from the company and the Fung Academy concerning the firm’s digital transition. The Fung Academy works with the business to develop strategy, support innovation, and catalyze change around the firm’s three objectives of speed, innovation, and digitalization of the supply chain.&nbsp;</p> </div> https://www.apqc.org/knowledge-base/documents/li-fung-ltd-measuring-digital-supply-chain-transformation#comments Logistics Maintenance Manufacturing Production Management Sales and Operations Planning Supply Chain Management Supply Chain Planning Warehousing Case Studies 4.0 Deliver Products and Services 4.1.1 Develop production and materials strategies 4.1.3 Create materials plan 4.1.5 Plan distribution requirements 4.1.6 Establish distribution planning constraints 4.1.7 Review distribution planning policies 4.1.8 Assess distribution planning performance 4.1.9 Develop quality standards and procedures 4.1.9.1 Establish quality targets 4.3 Produce/Manufacture/Deliver product 4.3.1.4 Schedule preventive (planned) maintenance (preventive maintenance orders) 4.3.1.5 Schedule requested (unplanned) maintenance (work order cycle) 4.3.2 Produce product 4.3.3 Perform quality testing 4.4 Deliver service to customer 4.5 Manage logistics and warehousing 4.5.1 Define logistics strategy 4.5.1.2 Design logistics network Print Supply Chain Management Mon, 09 Oct 2017 20:26:23 +0000 APQC 409580 at https://www.apqc.org Key Human Capital Management Benchmarks: Talent Management for the Utility Industry https://www.apqc.org/knowledge-base/documents/key-human-capital-management-benchmarks-talent-management-utility-industry <div class="product-body"><p>Prepared using APQC’s Open Standards Benchmarking® portal, this table highlights human capital management benchmarks in the talent management process for organizations in the utility industry.</p> </div> https://www.apqc.org/knowledge-base/documents/key-human-capital-management-benchmarks-talent-management-utility-industry#comments Employee Communication Employee Training & Development Human Capital Management Leadership Development Performance management and evaluation Rewards and Recognition Programs Talent Management Systems Benchmarks and Metrics 6.3 Develop and counsel employees 6.3.1 Manage employee orientation and deployment 6.3.2 Manage employee performance 6.3.3 Manage employee relations 6.3.4 Manage employee development 6.3.5 Develop and train employees 6.4 Reward and retain employees 6.4.1 Develop and manage reward, recognition, and motivation programs 6.4.2 Manage and administer benefits 6.4.3 Manage employee assistance and retention 6.6 Manage employee information Print Energy and Utility Human Capital Management Mon, 09 Oct 2017 19:27:20 +0000 APQC 388290 at https://www.apqc.org Key Human Capital Management Benchmarks: Talent Management for the Telecommunications Industry https://www.apqc.org/knowledge-base/documents/key-human-capital-management-benchmarks-talent-management-telecommunication <div class="product-body"><p>Prepared using APQC’s Open Standards Benchmarking® portal, this table highlights human capital management benchmarks in the talent management process for organizations in the telecommunications industry.</p> </div> https://www.apqc.org/knowledge-base/documents/key-human-capital-management-benchmarks-talent-management-telecommunication#comments Employee Communication Employee Training & Development Human Capital Management Leadership Development Performance management and evaluation Rewards and Recognition Programs Talent Management Systems Benchmarks and Metrics 6.3 Develop and counsel employees 6.3.1 Manage employee orientation and deployment 6.3.2 Manage employee performance 6.3.3 Manage employee relations 6.3.4 Manage employee development 6.3.5 Develop and train employees 6.4 Reward and retain employees 6.4.1 Develop and manage reward, recognition, and motivation programs 6.4.2 Manage and administer benefits 6.4.3 Manage employee assistance and retention 6.6 Manage employee information Print Human Capital Management Telecommunication Mon, 09 Oct 2017 19:26:55 +0000 APQC 388288 at https://www.apqc.org Key Human Capital Management Benchmarks: Talent Management for the Retail and Wholesale Industry https://www.apqc.org/knowledge-base/documents/key-human-capital-management-benchmarks-talent-management-retail-and-wholes <div class="product-body"><p>Prepared using APQC’s Open Standards Benchmarking® portal, this table highlights human capital management benchmarks in the talent management process for organizations in the retail and wholesale industry.</p> </div> https://www.apqc.org/knowledge-base/documents/key-human-capital-management-benchmarks-talent-management-retail-and-wholes#comments Employee Communication Employee Training & Development Human Capital Management Leadership Development Performance management and evaluation Rewards and Recognition Programs Talent Management Systems Benchmarks and Metrics 6.3 Develop and counsel employees 6.3.1 Manage employee orientation and deployment 6.3.2 Manage employee performance 6.3.3 Manage employee relations 6.3.4 Manage employee development 6.3.5 Develop and train employees 6.4 Reward and retain employees 6.4.1 Develop and manage reward, recognition, and motivation programs 6.4.2 Manage and administer benefits 6.4.3 Manage employee assistance and retention 6.6 Manage employee information Print Distribution Human Capital Management Wholesale Distribution Mon, 09 Oct 2017 19:26:26 +0000 APQC 388282 at https://www.apqc.org Key Human Capital Management Benchmarks: Talent Management https://www.apqc.org/knowledge-base/documents/key-human-capital-management-benchmarks-talent-management <div class="product-body"><p>Prepared using <a href="https://www.apqc.org/benchmarking-portal">APQC’s Open Standards Benchmarking<sup>®</sup> portal</a>, this article highlights important measures and median metric values for talent management processes. Metrics provided include:</p> <ul> <li>learning budget and learning days per employee,</li> <li>percentage of employees who attend management development programs, and</li> <li>total cost to perform talent management processes.</li> </ul> </div> https://www.apqc.org/knowledge-base/documents/key-human-capital-management-benchmarks-talent-management#comments Employee Communication Employee Training & Development Human Capital Management Leadership Development Performance management and evaluation Rewards and Recognition Programs Talent Management Systems Benchmarks and Metrics 6.3 Develop and counsel employees 6.3.1 Manage employee orientation and deployment 6.3.2 Manage employee performance 6.3.3 Manage employee relations 6.3.4 Manage employee development 6.3.5 Develop and train employees 6.4 Reward and retain employees 6.4.1 Develop and manage reward, recognition, and motivation programs 6.4.2 Manage and administer benefits 6.4.3 Manage employee assistance and retention 6.6 Manage employee information Print Human Capital Management NACE Special Mon, 09 Oct 2017 19:25:55 +0000 APQC 364125 at https://www.apqc.org Key Human Capital Management Benchmarks: Talent Management for the Services Industry https://www.apqc.org/knowledge-base/documents/key-human-capital-management-benchmarks-talent-management-services-industry <div class="product-body"><p>Prepared using APQC’s Open Standards Benchmarking® portal, this table highlights human capital management benchmarks in the talent management process for organizations in the services industry.</p> </div> https://www.apqc.org/knowledge-base/documents/key-human-capital-management-benchmarks-talent-management-services-industry#comments Employee Communication Employee Training & Development Human Capital Management Leadership Development Performance management and evaluation Rewards and Recognition Programs Talent Management Systems Benchmarks and Metrics 6.3 Develop and counsel employees 6.3.1 Manage employee orientation and deployment 6.3.2 Manage employee performance 6.3.3 Manage employee relations 6.3.4 Manage employee development 6.3.5 Develop and train employees 6.4 Reward and retain employees 6.4.1 Develop and manage reward, recognition, and motivation programs 6.4.2 Manage and administer benefits 6.4.3 Manage employee assistance and retention 6.6 Manage employee information Print Human Capital Management Professional Services/Business Services Mon, 09 Oct 2017 19:24:43 +0000 APQC 388284 at https://www.apqc.org Key Human Capital Management Benchmarks: Talent Management for Pharmaceutical Industry https://www.apqc.org/knowledge-base/documents/key-human-capital-management-benchmarks-talent-management-pharmaceutical-in <div class="product-body"><p>Prepared using APQC’s Open Standards Benchmarking® portal, this table highlights human capital management benchmarks for talent management processes for organizations in the Pharmaceutical industry.</p> </div> https://www.apqc.org/knowledge-base/documents/key-human-capital-management-benchmarks-talent-management-pharmaceutical-in#comments Employee Communications Employee Training & Development Human Capital Management Leadership Development Performance Management and evaluation Rewards and Recognition Programs Talent Management Systems Benchmarks and Metrics 6.0 Develop and Manage Human Capital 6.3 Develop and counsel employees 6.3.1 Manage employee orientation and deployment 6.3.2 Manage employee performance 6.3.3 Manage employee relations 6.3.4 Manage employee development 6.3.5 Develop and train employees 6.4 Reward and retain employees 6.4.1 Develop and manage reward, recognition, and motivation programs 6.4.2 Manage and administer benefits 6.4.3 Manage employee assistance and retention 6.6 Manage employee information Print Human Capital Management Pharmaceutical Mon, 09 Oct 2017 19:22:45 +0000 APQC 392088 at https://www.apqc.org Key Human Capital Management Benchmarks: Talent Management for the Petroleum/Chemical Industry https://www.apqc.org/knowledge-base/documents/key-human-capital-management-benchmarks-talent-management-petroleumchemical <div class="product-body"><p>Prepared using APQC’s Open Standards Benchmarking® portal, this table highlights human capital management benchmarks in the talent management &nbsp;process for organizations in the petroleum/chemical industry.&nbsp;</p> </div> https://www.apqc.org/knowledge-base/documents/key-human-capital-management-benchmarks-talent-management-petroleumchemical#comments Employee Communication Employee Training & Development Human Capital Management Leadership Development Performance management and evaluation Rewards and Recognition Programs Talent Management Systems Benchmarks and Metrics 6.3 Develop and counsel employees 6.3.1 Manage employee orientation and deployment 6.3.2 Manage employee performance 6.3.3 Manage employee relations 6.3.4 Manage employee development 6.3.5 Develop and train employees 6.4 Reward and retain employees 6.4.1 Develop and manage reward, recognition, and motivation programs 6.4.2 Manage and administer benefits 6.4.3 Manage employee assistance and retention 6.6 Manage employee information Print Chemicals Human Capital Management NACE Special Petroleum/Oil/Gas Mon, 09 Oct 2017 19:03:47 +0000 APQC 388278 at https://www.apqc.org Key Human Capital Management Benchmarks: Talent Management for the Media and Entertainment Industry https://www.apqc.org/knowledge-base/documents/key-human-capital-management-benchmarks-talent-management-media-and-enterta <div class="product-body"><p>Prepared using APQC’s Open Standards Benchmarking® portal, this table highlights human capital management benchmarks in the talent management process for organizations in the media and entertainment&nbsp;industry.&nbsp;</p> </div> https://www.apqc.org/knowledge-base/documents/key-human-capital-management-benchmarks-talent-management-media-and-enterta#comments Employee Communication Employee Training & Development Human Capital Management Leadership Development Performance management and evaluation Rewards and Recognition Programs Talent Management Systems Benchmarks and Metrics 6.3 Develop and counsel employees 6.3.1 Manage employee orientation and deployment 6.3.2 Manage employee performance 6.3.3 Manage employee relations 6.3.4 Manage employee development 6.3.5 Develop and train employees 6.4 Reward and retain employees 6.4.1 Develop and manage reward, recognition, and motivation programs 6.4.2 Manage and administer benefits 6.4.3 Manage employee assistance and retention 6.6 Manage employee information Print Broadcasting/Radio/TV/Cable/Media Entertainment Human Capital Management Wed, 04 Oct 2017 20:09:14 +0000 APQC 409313 at https://www.apqc.org Key Human Capital Management Benchmarks: Talent Management for the Healthcare Industry https://www.apqc.org/knowledge-base/documents/key-human-capital-management-benchmarks-talent-management-healthcare-indust <div class="product-body"><p>Prepared using APQC’s Open Standards Benchmarking® portal, this table highlights human capital management benchmarks in the talent management process for organizations in the healthcare&nbsp;industry.&nbsp;</p> </div> https://www.apqc.org/knowledge-base/documents/key-human-capital-management-benchmarks-talent-management-healthcare-indust#comments Employee Communication Employee Training & Development Human Capital Management Leadership Development Performance management and evaluation Rewards and Recognition Programs Talent Management Systems Benchmarks and Metrics 6.3 Develop and counsel employees 6.3.1 Manage employee orientation and deployment 6.3.2 Manage employee performance 6.3.3 Manage employee relations 6.3.4 Manage employee development 6.3.5 Develop and train employees 6.4 Reward and retain employees 6.4.1 Develop and manage reward, recognition, and motivation programs 6.4.2 Manage and administer benefits 6.4.3 Manage employee assistance and retention 6.6 Manage employee information Print Healthcare Human Capital Management Wed, 04 Oct 2017 20:07:15 +0000 APQC 409312 at https://www.apqc.org Key Human Capital Management Benchmarks: Talent Management for the Insurance Industry https://www.apqc.org/knowledge-base/documents/key-human-capital-management-benchmarks-talent-management-insurance-industr <div class="product-body"><p>Prepared using APQC’s Open Standards Benchmarking® portal, this table highlights human capital management benchmarks in the talent management process for organizations in the insurance industry.&nbsp;</p> </div> https://www.apqc.org/knowledge-base/documents/key-human-capital-management-benchmarks-talent-management-insurance-industr#comments Employee Communication Employee Training & Development Human Capital Management Leadership Development Performance management and evaluation Rewards and Recognition Programs Talent Management Systems Benchmarks and Metrics 6.3 Develop and counsel employees 6.3.1 Manage employee orientation and deployment 6.3.2 Manage employee performance 6.3.3 Manage employee relations 6.3.4 Manage employee development 6.3.5 Develop and train employees 6.4 Reward and retain employees 6.4.1 Develop and manage reward, recognition, and motivation programs 6.4.2 Manage and administer benefits 6.4.3 Manage employee assistance and retention 6.6 Manage employee information Print Human Capital Management Insurance Wed, 04 Oct 2017 19:58:49 +0000 APQC 388270 at https://www.apqc.org Key Human Capital Management Benchmarks: Talent Management for the Government/Military Industry https://www.apqc.org/knowledge-base/documents/key-human-capital-management-benchmarks-talent-management-governmentmilitar <div class="product-body"><p>Prepared using APQC’s Open Standards Benchmarking® portal, this table highlights human capital management benchmarks for talent management processes for organizations in the Government/Military industry.</p> </div> https://www.apqc.org/knowledge-base/documents/key-human-capital-management-benchmarks-talent-management-governmentmilitar#comments Employee Communication Employee Training & Development Human Capital Management Leadership Development Performance management and evaluation Rewards and Recognition Programs Talent Management Systems Benchmarks and Metrics 6.0 Develop and Manage Human Capital 6.3 Develop and counsel employees 6.3.1 Manage employee orientation and deployment 6.3.2 Manage employee performance 6.3.3 Manage employee relations 6.3.4 Manage employee development 6.3.5 Develop and train employees 6.4 Reward and retain employees 6.4.1 Develop and manage reward, recognition, and motivation programs 6.4.2 Manage and administer benefits 6.4.3 Manage employee assistance and retention 6.6 Manage employee information Print Financial Management Government/Military Human Capital Management Knowledge Management Supply Chain Management Wed, 04 Oct 2017 19:55:52 +0000 APQC 395932 at https://www.apqc.org Training and Development: Government/Military Industry Spotlight https://www.apqc.org/knowledge-base/documents/training-and-development-governmentmilitary-industry-spotlight <div class="product-body"><p>From an August 2017 study in human capital management on developing and counseling employees, APQC has looked into government and military organizations' learning strategies, manager development, learning technology, and more to share with the entire industry so that organizations can compare their practices to their peers.&nbsp;</p> </div> https://www.apqc.org/knowledge-base/documents/training-and-development-governmentmilitary-industry-spotlight#comments Competency Models Employee Training & Development HR Information systems/technology Human Capital Management Leadership Development Learning management systems Training Methods Training Programs Presentations 6.0 Develop and Manage Human Capital 6.3 Develop and counsel employees 6.3.2 Manage employee performance 6.3.2.3 Evaluate and review performance program 6.3.4 Manage employee development 6.3.5 Develop and train employees 6.3.5.4 Develop, conduct, and manage employee and/or management training programs Print Government/Military Human Capital Management Wed, 04 Oct 2017 19:25:48 +0000 APQC 409308 at https://www.apqc.org Risk in Millennial Supply Chain Talent https://www.apqc.org/knowledge-base/documents/risk-millennial-supply-chain-talent <div class="product-body"><p>From an August 2017 joint study with APICS, APQC, and SCMR, tenure and job progression reveal a risk in the supply chain talent pipeline: Many millennial supply chain workers are in need of career progression. Development and career path are important to this generation but they don’t know how to navigate. Employers need to ensure they are prepared to provide this because losing this talent to competitors is an expensive risk.</p> </div> https://www.apqc.org/knowledge-base/documents/risk-millennial-supply-chain-talent#comments Career Development/Pathing Employee Satisfaction and Engagement Employee Training & Development Motivation Risk Management Supply Chain Analytics Supply Chain Management Workforce Planning Articles and White Papers 4.0 Deliver Products and Services 6.0 Develop and Manage Human Capital 4.1 Plan for and align supply chain resources 6.2 Recruit, source, and select employees 6.2.1.2 Develop and open job requisition 6.2.2 Recruit/Source candidates 6.3.4 Manage employee development 6.3.4.3 Develop employee career plans 6.3.5 Develop and train employees 6.4 Reward and retain employees 6.1.2.11 Develop work force strategy models Print Supply Chain Management Wed, 04 Oct 2017 18:08:26 +0000 APQC 409305 at https://www.apqc.org Where Does the Time Go In Finance? https://www.apqc.org/knowledge-base/documents/where-does-time-go-finance <div class="product-body"><p>In a recent assessment of companies' finance organizations using data from APQC's Open Standards Benchmarking database, APQC found out what finance teams really do all day. APQC asked finance leaders how much time their finance organizations spend on transaction processing, control, decision support, and management activities, and the findings were surprising.</p> </div> https://www.apqc.org/knowledge-base/documents/where-does-time-go-finance#comments Finance and Accounting Planning, budgeting, and forecasting Benchmarks and Metrics 8.0 Manage Financial Resources Print Financial Management Tue, 03 Oct 2017 21:39:38 +0000 APQC 361608 at https://www.apqc.org Key Human Capital Management Benchmarks: Talent Management for the Consumer Products/Packaged Goods Industry https://www.apqc.org/knowledge-base/documents/key-human-capital-management-benchmarks-talent-management-consumer-products <div class="product-body"><p>Prepared using APQC’s Open Standards Benchmarking® portal, this table highlights human capital management benchmarks in the talent management process for organizations in the consumer products/packaged goods industry.&nbsp;</p> </div> https://www.apqc.org/knowledge-base/documents/key-human-capital-management-benchmarks-talent-management-consumer-products#comments Employee Communication Employee Training & Development Human Capital Management Leadership Development Performance management and evaluation Rewards and Recognition Programs Talent Management Systems Benchmarks and Metrics 6.3 Develop and counsel employees 6.3.1 Manage employee orientation and deployment 6.3.2 Manage employee performance 6.3.3 Manage employee relations 6.3.4 Manage employee development 6.3.5 Develop and train employees 6.4 Reward and retain employees 6.4.1 Develop and manage reward, recognition, and motivation programs 6.4.2 Manage and administer benefits 6.4.3 Manage employee assistance and retention 6.6 Manage employee information Print Consumer Products/Packaged Goods Human Capital Management Tue, 03 Oct 2017 21:26:01 +0000 APQC 388256 at https://www.apqc.org Key Human Capital Management Benchmarks: Talent Management for the Financial Services/Banking Industry https://www.apqc.org/knowledge-base/documents/key-human-capital-management-benchmarks-talent-management-financial-service <div class="product-body"><p>Prepared using APQC’s Open Standards Benchmarking® portal, this table highlights human capital management benchmarks in the talent management process for organizations in the financial services/banking industry.</p> </div> https://www.apqc.org/knowledge-base/documents/key-human-capital-management-benchmarks-talent-management-financial-service#comments Employee Communication Employee Training & Development Human Capital Management Leadership Development Performance management and evaluation Rewards and Recognition Programs Talent Management Systems Benchmarks and Metrics 6.3 Develop and counsel employees 6.3.1 Manage employee orientation and deployment 6.3.2 Manage employee performance 6.3.3 Manage employee relations 6.3.4 Manage employee development 6.3.5 Develop and train employees 6.4 Reward and retain employees 6.4.1 Develop and manage reward, recognition, and motivation programs 6.4.2 Manage and administer benefits 6.4.3 Manage employee assistance and retention 6.6 Manage employee information Print Financial Services/Banking Human Capital Management Tue, 03 Oct 2017 21:25:52 +0000 APQC 388262 at https://www.apqc.org Key Human Capital Management Benchmarks: Talent Management for the Automotive Industry https://www.apqc.org/knowledge-base/documents/key-human-capital-management-benchmarks-talent-management-automotive-indust <div class="product-body"><p>Prepared using APQC’s Open Standards Benchmarking® portal, this table highlights human capital management benchmarks in the talent management process for organizations in the automotive industry.</p> </div> https://www.apqc.org/knowledge-base/documents/key-human-capital-management-benchmarks-talent-management-automotive-indust#comments Employee Communication Employee Training & Development Human Capital Management Leadership Development Performance management and evaluation Rewards and Recognition Programs Talent Management Systems Benchmarks and Metrics 6.3 Develop and counsel employees 6.3.1 Manage employee orientation and deployment 6.3.2 Manage employee performance 6.3.3 Manage employee relations 6.3.4 Manage employee development 6.3.5 Develop and train employees 6.4 Reward and retain employees 6.4.1 Develop and manage reward, recognition, and motivation programs 6.4.2 Manage and administer benefits 6.4.3 Manage employee assistance and retention 6.6 Manage employee information Print Automotive Human Capital Management Tue, 03 Oct 2017 21:25:43 +0000 APQC 388184 at https://www.apqc.org Developing HR Leaders at Aditya Birla Group https://www.apqc.org/knowledge-base/documents/developing-hr-leaders-aditya-birla-group <div class="product-body"><p>Ironically, while HR works diligently to address leadership development and succession planning for the rest of the business, its own talent pipeline is often neglected. At Aditya Birla Group--a global player in metals, cement, retail, textile, chemicals, telecom, financial services, and other sectors --this is not the case.</p> </div><p><a href="https://www.apqc.org/knowledge-base/documents/developing-hr-leaders-aditya-birla-group" target="_blank">read more</a></p> https://www.apqc.org/knowledge-base/documents/developing-hr-leaders-aditya-birla-group#comments Career Development/Pathing Employee Training & Development Human Capital Management Leadership Development Workforce Planning Case Studies 6.1.2.4 Develop succession plan 6.0 Develop and Manage Human Capital 6.3 Develop and counsel employees 6.3.4 Manage employee development 6.3.4.3 Develop employee career plans 6.3.5.4 Develop, conduct, and manage employee and/or management training programs Print Human Capital Management Tue, 03 Oct 2017 20:03:20 +0000 APQC 409216 at https://www.apqc.org APQC Names Dominique Shu as Director of Research https://www.apqc.org/apqc-names-dominique-shu-director-research <p><strong>(Houston, Texas – October 4, 2017)</strong> – <a href="https://www.apqc.org/">APQC</a>, the benchmarking and best practices authority, announced that <a href="https://www.apqc.org/leadership/dominique-shu">Dominique Shu</a> has joined the organization as Director of Research.&nbsp;</p> <p><a href="https://www.apqc.org/apqc-names-dominique-shu-director-research" target="_blank">read more</a></p> Tue, 03 Oct 2017 18:52:27 +0000 mbyles 409205 at https://www.apqc.org Advantages of Economies of Scale: Internal Controls https://www.apqc.org/knowledge-base/documents/advantages-economies-scale-internal-controls <div class="product-body"><p>Finance function cost as a percentage of revenue varies widely across organizations. However, finance costs as a percentage of revenue are significantly lower for large organizations than for small organizations, primarily due to economies of scale found within larger firms. When comparing internal controls performance between large and small organizations, there is an even larger difference in cost effectiveness and process efficiency. Small organizations should use the experience of large organizations to find innovative ways to improve performance.</p> </div> https://www.apqc.org/knowledge-base/documents/advantages-economies-scale-internal-controls#comments Finance and Accounting Internal controls Benchmarks and Metrics 8.0 Manage Financial Resources 8.3.4 Perform financial reporting 8.8 Manage internal controls Print Financial Management Tue, 03 Oct 2017 16:36:46 +0000 APQC 273488 at https://www.apqc.org The Information Technology (IT) Organization: Industrial Products Industry Spotlight https://www.apqc.org/knowledge-base/documents/information-technology-it-organization-industrial-products-industry-spotlig <div class="product-body"><p>This presentation provides a summary of practices related to strategy/structure, analytics, management of electronic information, IT architecture development, new technology development, cloud computing, and mobile usage, from APQC's Open Standards Benchmarking IT Organization survey for the industrial products industry.&nbsp;</p> </div> https://www.apqc.org/knowledge-base/documents/information-technology-it-organization-industrial-products-industry-spotlig#comments IT Analytics IT Organization and Processes Knowledge Management Presentations 7.0 Manage Information Technology 7.1 Manage the business of information technology 7.1.1 Develop the enterprise IT strategy 7.1.3.2 Analyze and evaluate the value of the IT portfolio for the enterprise Print Durable Goods Knowledge Management Machinery Machinery Equipment Sat, 30 Sep 2017 05:00:00 +0000 APQC 409036 at https://www.apqc.org Aligning HCM Strategy with Business Needs https://www.apqc.org/knowledge-base/documents/aligning-hcm-strategy-business-needs <div class="product-body"><p>The HR function should collaborate with business leaders in determining an organization’s HCM needs. Such an assessment begins with HR aggregating the multiple inputs driving an organization’s strategic goals. This article breaks down how HR can organize/steer the strategy development process it conducts with business partners.</p> </div> https://www.apqc.org/knowledge-base/documents/aligning-hcm-strategy-business-needs#comments Human Capital Management Articles and White Papers 6.0 Develop and Manage Human Capital 6.1 Develop and manage human resources (HR) planning, policies, and strategies 6.1.1.1 Identify strategic HR needs 6.1.3.1 Measure realization of objectives 6.1.3.2 Measure contribution to business strategy Print Automotive Human Capital Management Professional Services/Business Services Sat, 30 Sep 2017 04:55:32 +0000 Elissa Tucker 409022 at https://www.apqc.org Contact Center Cost Allocations for Managing Sales Orders https://www.apqc.org/knowledge-base/documents/contact-center-cost-allocations-managing-sales-orders <div class="product-body"><p>An analysis of APQC's Open Standards Benchmarking data shows how contact centers allocate costs for the <em>manage sales orders</em> process.</p> </div> https://www.apqc.org/knowledge-base/documents/contact-center-cost-allocations-managing-sales-orders#comments Call Centers Customer-focused Processes and Functions Benchmarks and Metrics 5.0 Manage Customer Service 5.2 Plan and manage customer service operations Print Enterprise Only Fri, 29 Sep 2017 14:11:06 +0000 APQC 306300 at https://www.apqc.org Allocating Contact Center Costs for Managing Customer Requests, Inquiries, and Complaints https://www.apqc.org/knowledge-base/documents/allocating-contact-center-costs-managing-customer-requests-inquiries-and-co <div class="product-body"><p>An analysis of APQC's Open Standards Benchmarking data shows how contact centers allocate costs for two key processes: <em>managing customer service requests/inquiries </em>and <em>managing customer complaints</em>.</p> </div> https://www.apqc.org/knowledge-base/documents/allocating-contact-center-costs-managing-customer-requests-inquiries-and-co#comments Call Centers Customer-focused Processes and Functions Benchmarks and Metrics 5.0 Manage Customer Service 5.2 Plan and manage customer service operations Print Enterprise Only Fri, 29 Sep 2017 14:10:37 +0000 APQC 306301 at https://www.apqc.org How to Assess the Effectiveness of a Human Capital Management Strategy https://www.apqc.org/knowledge-base/documents/how-assess-effectiveness-human-capital-management-strategy <div class="product-body"><p>Senior managers need a meaningful, actionable strategy to drive a course of action in leveraging talent for organizational goals. This article provides tips from APQC's <em>Human Capital Strategy: Blueprint for Success</em> report on how to assess the effectivness of HCM strategies.&nbsp;</p> </div> https://www.apqc.org/knowledge-base/documents/how-assess-effectiveness-human-capital-management-strategy#comments Employee Satisfaction and Engagement Human Capital Management Managing employee data and metrics Articles and White Papers 6.0 Develop and Manage Human Capital 6.1 Develop and manage human resources (HR) planning, policies, and strategies 6.1.1.4 Establish HR measures 6.1.3.2 Measure contribution to business strategy 6.1.3.4 Determine value added from HR function 6.4.3.3 Review retention and motivation indicators Print Human Capital Management Fri, 29 Sep 2017 06:00:00 +0000 Elissa Tucker 409025 at https://www.apqc.org Inform the Retention Strategy with Analytics https://www.apqc.org/knowledge-base/documents/inform-retention-strategy-analytics <div class="product-body"><p>A formal human capital management (HCM) strategy should include a talent retention plan that focuses on preventing turnover among business-critical employees. Formal retention strategies are increasingly informed by predictive analytics. This article discusses insights from APQC's <em>Human Capital Management: Blueprint for Success</em> report regarding the use of analytics for retention planning.&nbsp;</p> </div> https://www.apqc.org/knowledge-base/documents/inform-retention-strategy-analytics#comments Career Development/Pathing Employee Communication Employee Communications Employee Feedback Programs Employee Satisfaction and Engagement Human Capital Management Managing employee data and metrics Performance Management and evaluation Workforce Analytics Workforce Analytics Workforce Planning Articles and White Papers 6.0 Develop and Manage Human Capital 6.4.3.3 Review retention and motivation indicators 6.6.5 Develop and manage employee metrics Print Human Capital Management Fri, 29 Sep 2017 05:00:00 +0000 Elissa Tucker 409030 at https://www.apqc.org The Information Technology (IT) Organization: Automotive Industry Spotlight https://www.apqc.org/knowledge-base/documents/information-technology-it-organization-automotive-industry-spotlight <div class="product-body"><p>This presentation provides a summary of practices related to strategy/structure, analytics, management of electronic information, IT architecture development, new technology development, cloud computing, and mobile usage, from APQC's Open Standards Benchmarking IT Organization survey for the automotive industry.&nbsp;</p> </div> https://www.apqc.org/knowledge-base/documents/information-technology-it-organization-automotive-industry-spotlight#comments IT Analytics IT Organization and Processes Knowledge Management Presentations 7.0 Manage Information Technology 7.1 Manage the business of information technology 7.1.1 Develop the enterprise IT strategy 7.1.3.2 Analyze and evaluate the value of the IT portfolio for the enterprise Print Automotive Knowledge Management Fri, 29 Sep 2017 05:00:00 +0000 APQC 409037 at https://www.apqc.org The Information Technology (IT) Organization: Consumer Products/Packaged Goods Industry Spotlight https://www.apqc.org/knowledge-base/documents/information-technology-it-organization-consumer-productspackaged-goods-indu <div class="product-body"><p>This presentation provides a summary of practices related to strategy/structure, analytics, management of electronic information, IT architecture development, new technology development, cloud computing, and mobile usage, from APQC's Open Standards Benchmarking IT Organization survey for the consumer products/packaged goods industry.&nbsp;</p> </div> https://www.apqc.org/knowledge-base/documents/information-technology-it-organization-consumer-productspackaged-goods-indu#comments IT Analytics IT Organization and Processes Knowledge Management Presentations 7.0 Manage Information Technology 7.1 Manage the business of information technology 7.1.1 Develop the enterprise IT strategy 7.1.3.2 Analyze and evaluate the value of the IT portfolio for the enterprise Print Consumer Products/Packaged Goods Knowledge Management Fri, 29 Sep 2017 05:00:00 +0000 APQC 409038 at https://www.apqc.org The Information Technology (IT) Organization: Distribution/Transportation Industry Spotlight https://www.apqc.org/knowledge-base/documents/information-technology-it-organization-distributiontransportation-industry- <div class="product-body"><p>This presentation provides a summary of practices related to strategy/structure, analytics, management of electronic information, IT architecture development, new technology development, cloud computing, and mobile usage, from APQC's Open Standards Benchmarking IT Organization survey for the distribution/transportation industry.&nbsp;</p> </div> https://www.apqc.org/knowledge-base/documents/information-technology-it-organization-distributiontransportation-industry-#comments IT Analytics IT Organization and Processes Knowledge Management Presentations 7.0 Manage Information Technology 7.1 Manage the business of information technology 7.1.1 Develop the enterprise IT strategy 7.1.3.2 Analyze and evaluate the value of the IT portfolio for the enterprise Print Distribution Knowledge Management Transportation/Freight Carriers Fri, 29 Sep 2017 05:00:00 +0000 APQC 409039 at https://www.apqc.org The Information Technology (IT) Organization: Electronics Industry Spotlight https://www.apqc.org/knowledge-base/documents/information-technology-it-organization-electronics-industry-spotlight <div class="product-body"><p>This presentation provides a summary of practices related to strategy/structure, analytics, management of electronic information, IT architecture development, new technology development, cloud computing, and mobile usage, from APQC's Open Standards Benchmarking IT Organization survey for the electronics industry.&nbsp;</p> </div> https://www.apqc.org/knowledge-base/documents/information-technology-it-organization-electronics-industry-spotlight#comments IT Analytics IT Organization and Processes Knowledge Management Presentations 7.0 Manage Information Technology 7.1 Manage the business of information technology 7.1.1 Develop the enterprise IT strategy 7.1.3.2 Analyze and evaluate the value of the IT portfolio for the enterprise Print Electronics Knowledge Management Fri, 29 Sep 2017 05:00:00 +0000 APQC 409040 at https://www.apqc.org The Information Technology (IT) Organization: Financial Services/Banking Industry Spotlight https://www.apqc.org/knowledge-base/documents/information-technology-it-organization-financial-servicesbanking-industry-s <div class="product-body"><p>This presentation provides a summary of practices related to strategy/structure, analytics, management of electronic information, IT architecture development, new technology development, cloud computing, and mobile usage, from APQC's Open Standards Benchmarking IT Organization survey for the financial services/banking industry.&nbsp;</p> </div> https://www.apqc.org/knowledge-base/documents/information-technology-it-organization-financial-servicesbanking-industry-s#comments IT Analytics IT Organization and Processes Knowledge Management Presentations 7.0 Manage Information Technology 7.1 Manage the business of information technology 7.1.1 Develop the enterprise IT strategy 7.1.3.2 Analyze and evaluate the value of the IT portfolio for the enterprise Print Financial Services/Banking Knowledge Management Fri, 29 Sep 2017 05:00:00 +0000 APQC 409041 at https://www.apqc.org The Information Technology (IT) Organization: Government/Military Industry Spotlight https://www.apqc.org/knowledge-base/documents/information-technology-it-organization-governmentmilitary-industry-spotligh <div class="product-body"><p>This presentation provides a summary of practices related to strategy/structure, analytics, management of electronic information, IT architecture development, new technology development, cloud computing, and mobile usage, from APQC's Open Standards Benchmarking IT Organization survey for the government/military industry.&nbsp;</p> </div> https://www.apqc.org/knowledge-base/documents/information-technology-it-organization-governmentmilitary-industry-spotligh#comments IT Analytics IT Organization and Processes Knowledge Management Presentations 7.0 Manage Information Technology 7.1 Manage the business of information technology 7.1.1 Develop the enterprise IT strategy 7.1.3.2 Analyze and evaluate the value of the IT portfolio for the enterprise Print Government/Military Knowledge Management Fri, 29 Sep 2017 05:00:00 +0000 APQC 409042 at https://www.apqc.org The Information Technology (IT) Organization: Healthcare Industry Spotlight https://www.apqc.org/knowledge-base/documents/information-technology-it-organization-healthcare-industry-spotlight <div class="product-body"><p>This presentation provides a summary of practices related to strategy/structure, analytics, management of electronic information, IT architecture development, new technology development, cloud computing, and mobile usage, from APQC's Open Standards Benchmarking IT Organization survey for the healthcare industry.&nbsp;</p> </div> https://www.apqc.org/knowledge-base/documents/information-technology-it-organization-healthcare-industry-spotlight#comments IT Analytics IT Organization and Processes Knowledge Management Presentations 7.0 Manage Information Technology 7.1 Manage the business of information technology 7.1.1 Develop the enterprise IT strategy 7.1.3.2 Analyze and evaluate the value of the IT portfolio for the enterprise Print Healthcare Knowledge Management Fri, 29 Sep 2017 05:00:00 +0000 APQC 409043 at https://www.apqc.org Developing Strategic HR Professionals https://www.apqc.org/knowledge-base/documents/developing-strategic-hr-professionals <div class="product-body"><p>Developing and managing an efficient and effective HCM strategy requires HR professionals who are well-versed in talent management and business operations. These are two of the top competencies for strategic HR professionals. This article provides furthur insights and examples for how best-practice organizations develop their HR professionals, from <em>APQC's Human Capital Management Strategy: Blueprint for Success</em> report.&nbsp;</p> </div> https://www.apqc.org/knowledge-base/documents/developing-strategic-hr-professionals#comments Competency Models Employee Training & Development Human Capital Management Leadership Development Succession Planning Articles and White Papers 6.3.4.3 Develop employee career plans 6.3.5.4 Develop, conduct, and manage employee and/or management training programs Print Automotive Human Capital Management Professional Services/Business Services Fri, 29 Sep 2017 05:00:00 +0000 Elissa Tucker 409023 at https://www.apqc.org Human Capital Management Strategy Key Performance Indicators https://www.apqc.org/knowledge-base/documents/human-capital-management-strategy-key-performance-indicators <div class="product-body"><p>Key performance indicators, or KPIs, can provide a basis for assessing how well human capital management (HCM) strategy processes and activities are carried out. This article outlines the KPIs for the <em>Develop and manage HCM plans, policies, and strategies</em> process group in APQC’s Open Standards Benchmarking database, including formulas for each indicator.</p> </div> https://www.apqc.org/knowledge-base/documents/human-capital-management-strategy-key-performance-indicators#comments Human Capital Management Managing employee data and metrics Articles and White Papers 6.0 Develop and Manage Human Capital 6.1 Develop and manage human resources (HR) planning, policies, and strategies 6.1.1.4 Establish HR measures 6.1.3.4 Determine value added from HR function 6.6.5 Develop and manage employee metrics Print Human Capital Management Fri, 29 Sep 2017 05:00:00 +0000 Elissa Tucker 409024 at https://www.apqc.org Four Keys to Implementing HCM Strategy https://www.apqc.org/knowledge-base/documents/four-keys-implementing-hcm-strategy <div class="product-body"><p>A human capital management (HCM) strategy outlines an organization’s plans regarding recruitment, hiring, succession planning, retention, branding, employee satisfaction, learning and development, knowledge management, and diversity. In its research on HCM, APQC has found four key practices to help organizations successfully implement an HCM strategy. This article details those practices, along with benchmarks on adoption rates among HR functions. &nbsp;</p> </div> https://www.apqc.org/knowledge-base/documents/four-keys-implementing-hcm-strategy#comments Career Development/Pathing Employee Communication Employee Communications Employee Feedback Programs Employee Satisfaction and Engagement Human Capital Management Managing employee data and metrics Performance Management and evaluation Workforce Analytics Workforce Analytics Workforce Planning Articles and White Papers 6.0 Develop and Manage Human Capital 6.1 Develop and manage human resources (HR) planning, policies, and strategies 6.1.2 Develop and implement human resources plans Print Human Capital Management Fri, 29 Sep 2017 05:00:00 +0000 Elissa Tucker 409026 at https://www.apqc.org When Leaders Value Human Capital Management https://www.apqc.org/knowledge-base/documents/when-leaders-value-human-capital-management <div class="product-body"><p>To ensure human capital management (HCM) strategies truly enable business objectives, the chief HR officer and other HR professionals need to partner with business leaders. This kind of HR-business partnership works best when business leaders understand exactly how HCM can influence organizational outcomes. This article provides insights from APQC's <em>Human Capital Management: Blueprint for Success</em> report regarding making the business case to educate senior managers on HCM.&nbsp;</p> </div> https://www.apqc.org/knowledge-base/documents/when-leaders-value-human-capital-management#comments Career Development/Pathing Employee Communication Employee Communications Employee Feedback Programs Employee Satisfaction and Engagement Human Capital Management Managing employee data and metrics Performance Management and evaluation Workforce Analytics Workforce Analytics Workforce Planning Articles and White Papers 6.0 Develop and Manage Human Capital 6.1 Develop and manage human resources (HR) planning, policies, and strategies 6.1.3.2 Measure contribution to business strategy 6.1.3.4 Determine value added from HR function Print Human Capital Management Fri, 29 Sep 2017 05:00:00 +0000 Elissa Tucker 409028 at https://www.apqc.org Human Capital Management Strategy: Blueprint for Success (Report Overview) https://www.apqc.org/knowledge-base/documents/human-capital-management-strategy-blueprint-success-report-overview <div class="product-body"><p>This article provides an overview of APQC's <em>Human Capital Management Strategy: Blueprint for Success</em> report.&nbsp;</p> </div> https://www.apqc.org/knowledge-base/documents/human-capital-management-strategy-blueprint-success-report-overview#comments Career Development/Pathing Employee Communication Employee Communications Employee Feedback Programs Employee Satisfaction and Engagement Human Capital Management Managing employee data and metrics Performance Management and evaluation Workforce Analytics Workforce Analytics Workforce Planning Articles and White Papers 6.0 Develop and Manage Human Capital 6.1 Develop and manage human resources (HR) planning, policies, and strategies 6.1.1 Develop human resources strategy 6.1.1.1 Identify strategic HR needs 6.1.1.5 Communicate HR strategies 6.1.2 Develop and implement human resources plans Print Financial Management Human Capital Management Knowledge Management Supply Chain Management Fri, 29 Sep 2017 05:00:00 +0000 Elissa Tucker 409029 at https://www.apqc.org Engaging Employees in Agile at Royal Bank of Canada (Webinar) https://www.apqc.org/knowledge-base/documents/engaging-employees-agile-royal-bank-canada-webinar <div class="product-body"><p>This webinar discusses how Royal Bank of Canada (RBC) has supported employees to embrace agile ways of working to get innovative customer products and services out to the marketplace faster than ever before, including RBC's journey to build its agile footprint, how they developed an improved ecosystem for delivery groups to operate and deliver business outcomes, lessons learned, and key takeaways.&nbsp;</p> <p>Click <a href="https://www.apqc.org/knowledge-base/documents/engaging-employees-agile-royal-bank-canada-slides">here</a> to access the slides from this webinar.</p> </div> https://www.apqc.org/knowledge-base/documents/engaging-employees-agile-royal-bank-canada-webinar#comments Collaboration Platforms and Approaches Employee Satisfaction and Engagement Employee Training & Development Human Capital Management Performance management and evaluation Presentations 12.4.1.1 Select process improvement methodology 6.0 Develop and Manage Human Capital 6.1.2.6 Develop other HR programs 12.1 Manage business processes 12.1.4 Manage process performance 12.1.5.3 Perform continuous improvement activities 6.1.1 Develop human resources strategy 6.3.5.4 Develop, conduct, and manage employee and/or management training programs Audio Financial Services/Banking Human Capital Management Wed, 27 Sep 2017 14:27:19 +0000 APQC 408809 at https://www.apqc.org Engaging Employees in Agile at Royal Bank of Canada (Slides) https://www.apqc.org/knowledge-base/documents/engaging-employees-agile-royal-bank-canada-slides <div class="product-body"><p>This webinar discusses how Royal Bank of Canada (RBC) has supported employees to embrace agile ways of working to get innovative customer products and services out to the marketplace faster than ever before, including RBC's journey to build its agile footprint, how they developed an improved ecosystem for delivery groups to operate and deliver business outcomes, lessons learned, and key takeaways.&nbsp;</p> <p>Click <a href="https://www.apqc.org/knowledge-base/documents/engaging-employees-agile-royal-bank-canada-webinar">here</a> to access the webinar recording.&nbsp;</p> </div> https://www.apqc.org/knowledge-base/documents/engaging-employees-agile-royal-bank-canada-slides#comments Collaboration Platforms and Approaches Employee Satisfaction and Engagement Employee Training & Development Human Capital Management Performance management and evaluation Presentations 12.4.1.1 Select process improvement methodology 6.0 Develop and Manage Human Capital 6.1.2.6 Develop other HR programs 12.1 Manage business processes 12.1.4 Manage process performance 12.1.5.3 Perform continuous improvement activities 6.1.1 Develop human resources strategy 6.3.5.4 Develop, conduct, and manage employee and/or management training programs Print Financial Services/Banking Human Capital Management Wed, 27 Sep 2017 14:07:03 +0000 APQC 408807 at https://www.apqc.org Crafting KM Communication Plans: Building Your Knowledge Management Capabilities https://www.apqc.org/knowledge-base/documents/crafting-km-communication-plans-building-your-knowledge-management-capabili <div class="product-body"><p>In the context of KM, APQC defines communication as: conveying values, context, and purpose; explaining strategy and intent (especially to leaders); or getting information to the right people at the right time. This article focuses on an explanation of and examples for the capability statements in APQC's KM Capability Assessment Tool (CAT) for communication, ranging from levels 1 to 5 on APQC’s Levels of Knowledge Management Maturity.</p> </div> https://www.apqc.org/knowledge-base/documents/crafting-km-communication-plans-building-your-knowledge-management-capabili#comments KM Communication KM Maturity KM Strategy Knowledge Management Articles and White Papers 12.5.2 Assess KM capabilities 12.5.2.1 Assess maturity of existing KM initiatives 12.5.2.2 Evaluate existing KM approaches Print Knowledge Management Explore Business Value of KM Program Key Content Tue, 26 Sep 2017 18:23:22 +0000 APQC 408736 at https://www.apqc.org Establishing a Governance Structure for Knowledge Management: Building Your Knowledge Management Capabilities https://www.apqc.org/knowledge-base/documents/establishing-governance-structure-knowledge-management-building-your-knowle <div class="product-body"><p>The term “governance” means the people and organizational structures that are what APQC describes as “above the flow” of work which facilitate the processes, approaches, and tools for Knowledge Management (KM) within organizations. In order to be successful, an enterprise KM program generally requires some level of overarching governance in order to provide strategic oversight, direction, and resources.</p> </div><p><a href="https://www.apqc.org/knowledge-base/documents/establishing-governance-structure-knowledge-management-building-your-knowle" target="_blank">read more</a></p> https://www.apqc.org/knowledge-base/documents/establishing-governance-structure-knowledge-management-building-your-knowle#comments KM Maturity KM Roles, Governance, and Leadership KM Strategy Knowledge Management Articles and White Papers 12.5.2 Assess KM capabilities 12.5.2.1 Assess maturity of existing KM initiatives 12.5.2.2 Evaluate existing KM approaches Print Knowledge Management Explore Business Value of KM Program Key Content Tue, 26 Sep 2017 18:21:30 +0000 APQC 408734 at https://www.apqc.org Change Management Aspects of a Robust Knowledge Management Program: Building Your Knowledge Management Capabilities https://www.apqc.org/knowledge-base/documents/change-management-aspects-robust-knowledge-management-program-building-your <div class="product-body"><p>Change management is the facilitation required to change behaviors. KM efforts cannot mature without securing the support of the target audience and stakeholders; with their engagement, KM teams can build on successes for an increasingly formalized and effective KM program. This article focuses on an explanation of and examples for the capability statements in APQC's KM Capability Assessment Tool (CAT) for change management, ranging from levels 1 to 5 on APQC’s Levels of Knowledge Management Maturity.</p> </div> https://www.apqc.org/knowledge-base/documents/change-management-aspects-robust-knowledge-management-program-building-your#comments KM Change Management KM Maturity KM Strategy Knowledge Management Articles and White Papers 12.5.2 Assess KM capabilities 12.5.2.1 Assess maturity of existing KM initiatives 12.5.2.2 Evaluate existing KM approaches Print Knowledge Management Explore Business Value of KM Program Key Content Tue, 26 Sep 2017 18:19:41 +0000 APQC 408733 at https://www.apqc.org Establishing Knowledge Management Resources: Building Your Knowledge Management Capabilities https://www.apqc.org/knowledge-base/documents/establishing-knowledge-management-resources-building-your-knowledge-managem <div class="product-body"><p>KM resources include financial resources, people, their time, technology, training, marketing and change management, formalized senior commitment, and other infrastructure demands. These elements operationalize KM by setting the necessary foundation to mature.This article focuses on an explanation of and examples for the capability statements in APQC's KM Capability Assessment Tool (CAT) for resources, ranging from levels 1 to 5 on APQC’s Levels of Knowledge Management Maturity.</p> </div> https://www.apqc.org/knowledge-base/documents/establishing-knowledge-management-resources-building-your-knowledge-managem#comments KM Budget and Resources KM Strategy Knowledge Management Articles and White Papers 12.5.2 Assess KM capabilities 12.5.2.1 Assess maturity of existing KM initiatives 12.5.2.2 Evaluate existing KM approaches Print Knowledge Management Explore Business Value of KM Program Key Content Tue, 26 Sep 2017 15:32:53 +0000 APQC 408708 at https://www.apqc.org Developing High Potential Talent in FM: Survey Summary Report https://www.apqc.org/knowledge-base/documents/developing-high-potential-talent-fm-survey-summary-report <div class="product-body"><p>In July of 2017, APQC conducted a survey to understand the state of talent management within finance functions and to address the following questions:</p> </div><p><a href="https://www.apqc.org/knowledge-base/documents/developing-high-potential-talent-fm-survey-summary-report" target="_blank">read more</a></p> https://www.apqc.org/knowledge-base/documents/developing-high-potential-talent-fm-survey-summary-report#comments Finance and Accounting Presentations 8.0 Manage Financial Resources Print Financial Management Mon, 25 Sep 2017 21:23:28 +0000 APQC 408639 at https://www.apqc.org Next-Generation Communities of Practice: Executive Summary https://www.apqc.org/knowledge-base/documents/next-generation-communities-practice-executive-summary <div class="product-body"><p>In 2017 APQC completed its fifth major study on communities of practice, including in-depth interviews with 10 organizations identified as having best-practice community programs and analysis of survey data from more than 200 KM professionals. This executive summary provides an overview of the research results, including 15 key findings and overviews of the featured community programs.</p> </div> https://www.apqc.org/knowledge-base/documents/next-generation-communities-practice-executive-summary#comments Communities and Networks KM Tools and Approaches Knowledge Management Articles and White Papers 12.5 Develop and manage enterprise-wide knowledge management (KM) capability 12.5.2.4 Enhance/Modify existing KM approaches 12.5.2.6 Implement new KM approaches Print Chemicals Energy and Utility Engineering Financial Management Financial Services/Banking Human Capital Management Knowledge Management Medical Equipment Petroleum/Oil/Gas Professional Services/Business Services Supply Chain Management Mon, 25 Sep 2017 21:02:02 +0000 Lauren Trees 408635 at https://www.apqc.org Next-Generation Communities of Practice (Best Practices Report) https://www.apqc.org/knowledge-base/documents/next-generation-communities-practice-best-practices-report <div class="product-body"><p>In 2017 APQC completed its fifth major study on communities of practice, including in-depth interviews with 10 organizations identified as having best-practice community programs and analysis of survey data from more than 200 KM professionals. This <em>Next-Generation Communities of Practice</em> report summarizes the results of that research, focusing on new strategies, tools, processes, and approaches that have emerged over the past decade.</p> </div> https://www.apqc.org/knowledge-base/documents/next-generation-communities-practice-best-practices-report#comments Communities and Networks KM Tools and Approaches Knowledge Management Reports and Books 12.5 Develop and manage enterprise-wide knowledge management (KM) capability 12.5.2.4 Enhance/Modify existing KM approaches 12.5.2.6 Implement new KM approaches Print Chemicals Energy and Utility Engineering Financial Services/Banking Knowledge Management Medical Equipment Petroleum/Oil/Gas Professional Services/Business Services Mon, 25 Sep 2017 21:01:47 +0000 Lauren Trees 408637 at https://www.apqc.org Building Alignment: Combining Process Frameworks and Certification Standards (Infographic) https://www.apqc.org/knowledge-base/documents/building-alignment-combining-process-frameworks-and-certification-standards <div class="product-body"><p>Integrating or aligning quality audits with internal process management helps organizations improve the ease of their external audits and reduce redundant or conflicting efforts for internal performance management. APQC conducted a study to explore how organizations connect their processes to certification standards to improve the auditing experience and ensure process and quality efforts work toward the same goals. This infographic outlines some of the key components to developing a successful integration of process management and certification audits.</p> </div> https://www.apqc.org/knowledge-base/documents/building-alignment-combining-process-frameworks-and-certification-standards#comments Business Process Management (BPM) Process and Performance Management Quality Quality Assessment Infographics 12.1 Manage business processes 12.1.2 Define and manage process frameworks 12.1.2.1 Establish and maintain process framework 12.3 Manage quality 12.3.3 Perform quality assessments 12.0 Develop and Manage Business Capabilities Print Financial Management Human Capital Management Knowledge Management Supply Chain Management Fri, 22 Sep 2017 21:46:48 +0000 APQC 408533 at https://www.apqc.org Certification Standards and Process Framework Matrix https://www.apqc.org/knowledge-base/documents/certification-standards-and-process-framework-matrix <div class="product-body"><p>This tool can be used to create a matrix—similar to the one discussed in <a href="https://www.apqc.org/knowledge-base/documents/auditing-smart-way-combining-certification-standards-process-frameworks">Auditing the Smart Way: Combining Certification Standards with Process Frameworks</a>, between processes and any certification standards (e.g., ISO 9001).</p> </div><p><a href="https://www.apqc.org/knowledge-base/documents/certification-standards-and-process-framework-matrix" target="_blank">read more</a></p> https://www.apqc.org/knowledge-base/documents/certification-standards-and-process-framework-matrix#comments Business Process Management (BPM) Process and Performance Management Quality Quality Assessment Tools and Templates 12.1 Manage business processes 12.1.2 Define and manage process frameworks 12.1.2.1 Establish and maintain process framework 12.3 Manage quality 12.3.3 Perform quality assessments 12.0 Develop and Manage Business Capabilities Print Financial Management Human Capital Management Knowledge Management Supply Chain Management Fri, 22 Sep 2017 21:45:35 +0000 APQC 408532 at https://www.apqc.org Relating Integration of Frameworks and Certification Standards with Process Maturity and Intent https://www.apqc.org/knowledge-base/documents/relating-integration-frameworks-and-certification-standards-process-maturit <div class="product-body"><p>APQC recently conducted a survey to understand how organizations leverage its Process Classification Framework® (PCF) and identify how they can overcome some of the associated challenges. The respondent organizations varied in their process management maturity and ultimately the purpose of their process management efforts. These two groups can be categorized as organizations that are “getting started” and organizations that are&nbsp;“focusing on performance.”</p> </div><p><a href="https://www.apqc.org/knowledge-base/documents/relating-integration-frameworks-and-certification-standards-process-maturit" target="_blank">read more</a></p> https://www.apqc.org/knowledge-base/documents/relating-integration-frameworks-and-certification-standards-process-maturit#comments Business Process Management (BPM) Process and Performance Management Quality Quality Assessment Benchmarks and Metrics 12.1 Manage business processes 12.1.2 Define and manage process frameworks 12.1.2.1 Establish and maintain process framework 12.3 Manage quality 12.3.3 Perform quality assessments 12.0 Develop and Manage Business Capabilities Print Financial Management Human Capital Management Knowledge Management Supply Chain Management Fri, 22 Sep 2017 21:43:59 +0000 APQC 408531 at https://www.apqc.org Certification Requirements and Process Frameworks (Executive Summary) https://www.apqc.org/knowledge-base/documents/certification-requirements-and-process-frameworks-executive-summary <div class="product-body"><p>Organizations need a process framework for benchmarking, managing processes, and improving performance. Additionally given that the 2015 updates to ISO 9001 standards have a significant process focus; organizations are looking for ways to align their process frameworks with certification requirements. By integrating or aligning their quality audits with internal process management, organizations are able to improve the ease of their external audits and reduce redundant or conflicting efforts for internal performance management.&nbsp;</p> </div><p><a href="https://www.apqc.org/knowledge-base/documents/certification-requirements-and-process-frameworks-executive-summary" target="_blank">read more</a></p> https://www.apqc.org/knowledge-base/documents/certification-requirements-and-process-frameworks-executive-summary#comments Business Process Management (BPM) Process and Performance Management Quality Quality Assessment Articles and White Papers 12.1 Manage business processes 12.1.2 Define and manage process frameworks 12.1.2.1 Establish and maintain process framework 12.3 Manage quality 12.3.3 Perform quality assessments 12.0 Develop and Manage Business Capabilities Print Financial Management Human Capital Management Knowledge Management Supply Chain Management Fri, 22 Sep 2017 21:41:08 +0000 APQC 408530 at https://www.apqc.org Training and Development: Financial Services/Banking Industry Spotlight https://www.apqc.org/knowledge-base/documents/training-and-development-financial-servicesbanking-industry-spotlight <div class="product-body"><p>From an August 2017 study in human capital management on developing and couneling employees, APQC has looked into financial services and banking organizations' learning stategies, manager development, learning technology, and more to share with the entire industry so organizations can compare their practices to their piers.&nbsp;</p> </div> https://www.apqc.org/knowledge-base/documents/training-and-development-financial-servicesbanking-industry-spotlight#comments Competency Models Employee Training & Development HR Information systems/technology Human Capital Management Leadership Development Learning management systems Training Methods Training Programs Presentations 6.0 Develop and Manage Human Capital 6.3 Develop and counsel employees 6.3.2 Manage employee performance 6.3.2.3 Evaluate and review performance program 6.3.4 Manage employee development 6.3.5 Develop and train employees 6.3.5.4 Develop, conduct, and manage employee and/or management training programs Print Financial Services/Banking Human Capital Management Fri, 22 Sep 2017 19:08:26 +0000 APQC 408523 at https://www.apqc.org Training and Development: Automotive Industry Spotlight https://www.apqc.org/knowledge-base/documents/training-and-development-automotive-industry-spotlight <div class="product-body"><p>In an August 2017 study on developing and counseling employees, APQC looked into automotive organizations' learning strategies, manager development practices, learning technologies, and more so organizations can compare their practices to peers.&nbsp;</p> </div> https://www.apqc.org/knowledge-base/documents/training-and-development-automotive-industry-spotlight#comments Competency Models Employee Training & Development HR Information systems/technology Human Capital Management Leadership Development Learning management systems Training Methods Training Programs Presentations 6.0 Develop and Manage Human Capital 6.3 Develop and counsel employees 6.3.2 Manage employee performance 6.3.2.3 Evaluate and review performance program 6.3.4 Manage employee development 6.3.5 Develop and train employees 6.3.5.4 Develop, conduct, and manage employee and/or management training programs Print Automotive Human Capital Management Thu, 21 Sep 2017 19:39:50 +0000 APQC 408461 at https://www.apqc.org Key Human Capital Management Benchmarks: Reward and Retain Employees for Media and Entertainment Industry https://www.apqc.org/knowledge-base/documents/key-human-capital-management-benchmarks-reward-and-retain-employees-media-a <div class="product-body"><p>Prepared using <a href="https://www.apqc.org/benchmarking-portal">APQC’s Open Standards Benchmarking® portal</a>, this table highlights human capital management benchmarks in the <em>Reward and retain employees process</em> for organizations in the media and entertainment industry.</p> </div> https://www.apqc.org/knowledge-base/documents/key-human-capital-management-benchmarks-reward-and-retain-employees-media-a#comments Compensation and benefits Human Capital Management Rewards and Recognition Programs Benchmarks and Metrics 6.4 Reward and retain employees Print Broadcasting/Radio/TV/Cable/Media Entertainment Human Capital Management NACE Special Wed, 20 Sep 2017 17:50:17 +0000 APQC 408377 at https://www.apqc.org Key Human Capital Management Benchmarks: Reward and Retain Employees for Healthcare Industry https://www.apqc.org/knowledge-base/documents/key-human-capital-management-benchmarks-reward-and-retain-employees-healthc <div class="product-body"><p>Prepared using <a href="https://www.apqc.org/benchmarking-portal">APQC’s Open Standards Benchmarking® portal</a>, this table highlights human capital management benchmarks in the <em>Reward and retain employees process</em> for organizations in the healthcare industry.</p> </div> https://www.apqc.org/knowledge-base/documents/key-human-capital-management-benchmarks-reward-and-retain-employees-healthc#comments Compensation and benefits Human Capital Management Rewards and Recognition Programs Benchmarks and Metrics 6.4 Reward and retain employees Print Healthcare Human Capital Management Wed, 20 Sep 2017 17:49:52 +0000 APQC 408376 at https://www.apqc.org Key Human Capital Management Benchmarks: Reward and Retain Employees for Utility Industry https://www.apqc.org/knowledge-base/documents/key-human-capital-management-benchmarks-reward-and-retain-employees-utility <div class="product-body"><p>Prepared using <a href="https://www.apqc.org/benchmarking-portal">APQC’s Open Standards Benchmarking® portal</a>, this table highlights human capital management benchmarks in the <em>Reward and retain employees process</em> for organizations in the utility industry.</p> </div> https://www.apqc.org/knowledge-base/documents/key-human-capital-management-benchmarks-reward-and-retain-employees-utility#comments Compensation and benefits Human Capital Management Rewards and Recognition Programs Benchmarks and Metrics 6.4 Reward and retain employees Print Energy and Utility Human Capital Management NACE Special Wed, 20 Sep 2017 17:49:30 +0000 APQC 333741 at https://www.apqc.org Key Human Capital Benchmarks at a Glance: Reward and Retain Employees for Telecommunications Industry https://www.apqc.org/knowledge-base/documents/key-human-capital-benchmarks-glance-reward-and-retain-employees-telecommuni <div class="product-body"><p>Prepared using APQC’s Open Standards Benchmarking® portal, this table highlights key reward and retain employees benchmarks for the telecommunications industry.</p> </div> https://www.apqc.org/knowledge-base/documents/key-human-capital-benchmarks-glance-reward-and-retain-employees-telecommuni#comments Human Capital Management Benchmarks and Metrics 6.0 Develop and Manage Human Capital 6.4 Reward and retain employees Print Human Capital Management Telecommunication Wed, 20 Sep 2017 17:48:59 +0000 APQC 392085 at https://www.apqc.org Key Human Capital Management Benchmarks: Reward and Retain Employees for Services Industry https://www.apqc.org/knowledge-base/documents/key-human-capital-management-benchmarks-reward-and-retain-employees-service <div class="product-body"><p>Prepared using <a href="https://www.apqc.org/benchmarking-portal">APQC’s Open Standards Benchmarking® portal</a>, this table highlights human capital management benchmarks in the <em>Reward and retain employees process</em> for organizations in the services industry.</p> </div> https://www.apqc.org/knowledge-base/documents/key-human-capital-management-benchmarks-reward-and-retain-employees-service#comments Compensation and benefits Human Capital Management Rewards and Recognition Programs Benchmarks and Metrics 6.4 Reward and retain employees Print Human Capital Management Professional Services/Business Services Wed, 20 Sep 2017 17:48:31 +0000 APQC 318217 at https://www.apqc.org Key Human Capital Management Benchmarks: Reward and Retain Employees for Retail and Wholesale Industry https://www.apqc.org/knowledge-base/documents/key-human-capital-management-benchmarks-reward-and-retain-employees-retail- <div class="product-body"><p>Prepared using <a href="https://www.apqc.org/benchmarking-portal">APQC’s Open Standards Benchmarking® portal</a>, this table highlights human capital management benchmarks in the <em>Reward and retain employees process </em>for organizations in the retail and wholesale industry.</p> </div> https://www.apqc.org/knowledge-base/documents/key-human-capital-management-benchmarks-reward-and-retain-employees-retail-#comments Compensation and benefits Human Capital Management Rewards and Recognition Programs Benchmarks and Metrics 6.4 Reward and retain employees Print Human Capital Management Retail/Catalog/Mail Order Wholesale Distribution Wed, 20 Sep 2017 17:48:00 +0000 APQC 318239 at https://www.apqc.org Key Human Capital Management Benchmarks: Reward and Retain Employees for Pharmaceutical Industry https://www.apqc.org/knowledge-base/documents/key-human-capital-management-benchmarks-reward-and-retain-employees-pharmac <div class="product-body"><p>Prepared using <a href="https://www.apqc.org/benchmarking-portal">APQC’s Open Standards Benchmarking® portal</a>, this table highlights human capital management benchmarks in the <em>Reward and retain employees process </em>for organizations in the pharmaceutical industry.</p> </div> https://www.apqc.org/knowledge-base/documents/key-human-capital-management-benchmarks-reward-and-retain-employees-pharmac#comments Compensation and benefits Human Capital Management Rewards and Recognition Programs Benchmarks and Metrics 6.4 Reward and retain employees Print Human Capital Management Pharmaceutical Wed, 20 Sep 2017 17:47:30 +0000 APQC 318219 at https://www.apqc.org Key Human Capital Management Benchmarks: Reward and Retain Employees for Petroleum/Chemical Industry https://www.apqc.org/knowledge-base/documents/key-human-capital-management-benchmarks-reward-and-retain-employees-petrole <div class="product-body"><p>Prepared using <a href="https://www.apqc.org/benchmarking-portal">APQC’s Open Standards Benchmarking® portal</a>, this table highlights human capital management benchmarks in the <em>Reward and retain employees process</em> for organizations in the petroleum/chemical industry.</p> </div> https://www.apqc.org/knowledge-base/documents/key-human-capital-management-benchmarks-reward-and-retain-employees-petrole#comments Compensation and benefits Human Capital Management Rewards and Recognition Programs Benchmarks and Metrics 6.4 Reward and retain employees Print Chemicals Human Capital Management NACE Special Petroleum/Oil/Gas Wed, 20 Sep 2017 17:46:59 +0000 APQC 318240 at https://www.apqc.org Key Human Capital Management Benchmarks: Reward and Retain Employees for Insurance Industry https://www.apqc.org/knowledge-base/documents/key-human-capital-management-benchmarks-reward-and-retain-employees-insuran <div class="product-body"><p>Prepared using <a href="https://www.apqc.org/benchmarking-portal">APQC’s Open Standards Benchmarking® portal</a>, this table highlights human capital management benchmarks in the <em>Reward and retain employees process </em>for organizations in the insurance industry.</p> </div> https://www.apqc.org/knowledge-base/documents/key-human-capital-management-benchmarks-reward-and-retain-employees-insuran#comments Compensation and benefits Human Capital Management Rewards and Recognition Programs Benchmarks and Metrics 6.4 Reward and retain employees Print Human Capital Management Insurance Wed, 20 Sep 2017 17:46:17 +0000 APQC 333776 at https://www.apqc.org Key Human Capital Management Benchmarks: Reward and Retain Employees for Industrial Products Industry https://www.apqc.org/knowledge-base/documents/key-human-capital-management-benchmarks-reward-and-retain-employees-industr <div class="product-body"><p>Prepared using <a href="https://www.apqc.org/benchmarking-portal">APQC’s Open Standards Benchmarking® portal</a>, this table highlights human capital management benchmarks in the <em>Reward and retain employees process</em> for organizations in the industrial products industry.</p> </div> https://www.apqc.org/knowledge-base/documents/key-human-capital-management-benchmarks-reward-and-retain-employees-industr#comments Compensation and benefits Human Capital Management Rewards and Recognition Programs Benchmarks and Metrics 6.4 Reward and retain employees Print Durable Goods Human Capital Management Machinery Machinery Equipment NACE Special Wed, 20 Sep 2017 17:45:52 +0000 APQC 318214 at https://www.apqc.org Key Human Capital Management Benchmarks: Reward and Retain Employees for the Government/Military Industry https://www.apqc.org/knowledge-base/documents/key-human-capital-management-benchmarks-reward-and-retain-employees-gover-0 <div class="product-body"><p>Prepared using APQC’s Open Standards Benchmarking® portal, this table highlights human capital management benchmarks in the Reward and retain employees process group for organizations in the government/military industry.</p> </div> https://www.apqc.org/knowledge-base/documents/key-human-capital-management-benchmarks-reward-and-retain-employees-gover-0#comments Compensation and benefits Human Capital Management Rewards and Recognition Programs Benchmarks and Metrics 6.4 Reward and retain employees Print Government/Military Human Capital Management NACE Special Wed, 20 Sep 2017 17:43:39 +0000 APQC 395223 at https://www.apqc.org Key Human Capital Management Benchmarks: Reward and Retain Employees for Financial Services/Banking Industry https://www.apqc.org/knowledge-base/documents/key-human-capital-management-benchmarks-reward-and-retain-employees-financi <div class="product-body"><p>Prepared using <a href="https://www.apqc.org/benchmarking-portal">APQC’s Open Standards Benchmarking® portal</a>, this table highlights human capital management benchmarks in the <em>Reward and retain employees process </em>for organizations in the financial services/banking industry.</p> </div> https://www.apqc.org/knowledge-base/documents/key-human-capital-management-benchmarks-reward-and-retain-employees-financi#comments Compensation and benefits Human Capital Management Rewards and Recognition Programs Benchmarks and Metrics 6.4 Reward and retain employees Print Financial Services/Banking Human Capital Management Wed, 20 Sep 2017 17:42:52 +0000 APQC 318227 at https://www.apqc.org Key Human Capital Management Benchmarks: Reward and Retain Employees for Consumer Products/Packaged Goods Industry https://www.apqc.org/knowledge-base/documents/key-human-capital-management-benchmarks-reward-and-retain-employees-consume <div class="product-body"><p>Prepared using <a href="https://www.apqc.org/benchmarking-portal">APQC’s Open Standards Benchmarking® portal</a>, this table highlights human capital management benchmarks in the <em>Reward and retain employees process </em>for organizations in the consumer products/packaged goods industry.</p> </div> https://www.apqc.org/knowledge-base/documents/key-human-capital-management-benchmarks-reward-and-retain-employees-consume#comments Compensation and benefits Human Capital Management Rewards and Recognition Programs Benchmarks and Metrics 6.4 Reward and retain employees Print Consumer Products/Packaged Goods Human Capital Management Wed, 20 Sep 2017 17:42:03 +0000 APQC 318238 at https://www.apqc.org Key Human Capital Management Benchmarks: Reward and Retain Employees for Automotive Industry https://www.apqc.org/knowledge-base/documents/key-human-capital-management-benchmarks-reward-and-retain-employees-automot <div class="product-body"><p>Prepared using <a href="https://www.apqc.org/benchmarking-portal">APQC’s Open Standards Benchmarking® portal</a>, this table highlights human capital management benchmarks in the <em>Reward and retain employees process </em>for organizations in the automotive industry.</p> </div> https://www.apqc.org/knowledge-base/documents/key-human-capital-management-benchmarks-reward-and-retain-employees-automot#comments Compensation and benefits Human Capital Management Rewards and Recognition Programs Benchmarks and Metrics 6.4 Reward and retain employees Print Automotive Human Capital Management Wed, 20 Sep 2017 17:41:39 +0000 APQC 333782 at https://www.apqc.org Key Human Capital Management Benchmarks: Reward and Retain Employees https://www.apqc.org/knowledge-base/documents/key-human-capital-management-benchmarks-reward-and-retain-employees <div class="product-body"><p>Prepared using <a href="https://www.apqc.org/benchmarking-portal">APQC’s Open Standards Benchmarking® portal</a>, this article highlights important measures and median metric values for the <em>R<em>eward and retain employees</em></em> process. Metrics provided include:</p> <ul> <li>number of business entity employees per FTE that performs the <em>R<em><em>e</em>ward and retain employees</em></em> process,&nbsp;and</li> <li>total cost to perform the <em>R<em><em>e</em>ward and retain employees</em></em> process.</li> </ul> </div> https://www.apqc.org/knowledge-base/documents/key-human-capital-management-benchmarks-reward-and-retain-employees#comments Compensation and benefits Human Capital Management Incentive Plans Recognition and Rewards Programs Rewards and Recognition Programs Benchmarks and Metrics 6.4 Reward and retain employees 6.4.1 Develop and manage reward, recognition, and motivation programs 6.4.2 Manage and administer benefits 6.4.3 Manage employee assistance and retention Print Human Capital Management NACE Special Wed, 20 Sep 2017 17:41:07 +0000 APQC 364122 at https://www.apqc.org Human Capital Management Strategy: Blueprint for Success https://www.apqc.org/knowledge-base/documents/human-capital-management-strategy-blueprint-success <div class="product-body"><p>Every organization needs a plan for managing talent in ways that enable it to reach strategic objectives. This report is a roadmap for creating and implementing such a plan at your organization. Inside you'll find: core processes and activities to carryout, key performance indicators to keep track of, and best practices to embrace. You'll learn the quantifiable benefits of having a top performing HCM strategy and get company case studies to guide you in adopting research-backed performance drivers. &nbsp;</p> </div> https://www.apqc.org/knowledge-base/documents/human-capital-management-strategy-blueprint-success#comments Career Development/Pathing Employee Communication Employee Communications Employee Feedback Programs Employee Satisfaction and Engagement Human Capital Management Managing employee data and metrics Performance Management and evaluation Workforce Analytics Workforce Analytics Workforce Planning Reports and Books 6.0 Develop and Manage Human Capital 6.1 Develop and manage human resources (HR) planning, policies, and strategies 6.1.1 Develop human resources strategy 6.1.1.1 Identify strategic HR needs 6.1.1.5 Communicate HR strategies 6.1.2 Develop and implement human resources plans Print Aerospace Automotive Consumer Products/Packaged Goods Durable Goods Government/Military Human Capital Management Instrumentation Machinery Professional Services/Business Services Retail/Catalog/Mail Order Software Mon, 18 Sep 2017 14:02:22 +0000 Elissa Tucker 408192 at https://www.apqc.org Contact Centers Interactive Tune-up Diagnostic https://www.apqc.org/knowledge-base/documents/contact-centers-interactive-tune-diagnostic <div class="product-body"><p>Contact centers are essential to delivering value in a customer-centric organization. Prepared using APQC’s Open Standards Benchmarking® database, this interactive diagnostic in Excel can help you compare your organization's performance on key cost measures for important contact center processes.&nbsp;</p> </div> https://www.apqc.org/knowledge-base/documents/contact-centers-interactive-tune-diagnostic#comments Customer-focused Processes and Functions Tools and Templates 5.0 Manage Customer Service 5.2 Plan and manage customer service operations Print Financial Management Human Capital Management Knowledge Management Supply Chain Management Fri, 15 Sep 2017 21:03:09 +0000 APQC 408106 at https://www.apqc.org Key Contact Center Benchmarks at a Glance: Petroleum/Chemical Industry https://www.apqc.org/knowledge-base/documents/key-contact-center-benchmarks-glance-petroleumchemical-industry <div class="product-body"><p>Prepared using data from APQC's Open Standards Benchmarking in contact centers, this table highlights key benchmarks for organizations in the petroleum/chemical&nbsp;industry.</p> <p>Metrics provided include:</p> <ul> <li>agent schedule adherence,</li> <li>response time for inbound requests coming from email,</li> <li>number of FTEs for the process <em>manage sales orders</em> per $1 billion revenue, and more.</li> </ul> </div> https://www.apqc.org/knowledge-base/documents/key-contact-center-benchmarks-glance-petroleumchemical-industry#comments Call Centers Customer-focused Processes and Functions Benchmarks and Metrics 5.2 Plan and manage customer service operations Print Chemicals Enterprise Only Petroleum/Oil/Gas Fri, 15 Sep 2017 20:31:05 +0000 APQC 408104 at https://www.apqc.org Key Contact Center Benchmarks at a Glance: Utility Industry https://www.apqc.org/knowledge-base/documents/key-contact-center-benchmarks-glance-utility-industry <div class="product-body"><p>Prepared using data from APQC's Open Standards Benchmarking in contact centers, this table highlights key benchmarks for organizations in the utility industry.</p> <p>Metrics provided include:</p> <ul> <li>agent schedule adherence,</li> <li>response time for inbound requests coming from email,</li> <li>number of FTEs for the process <em>manage sales orders</em> per $1 billion revenue, and more.</li> </ul> </div> https://www.apqc.org/knowledge-base/documents/key-contact-center-benchmarks-glance-utility-industry#comments Call Centers Customer-focused Processes and Functions Benchmarks and Metrics 5.2 Plan and manage customer service operations Print Energy and Utility Enterprise Only Fri, 15 Sep 2017 20:30:42 +0000 APQC 304485 at https://www.apqc.org Key Contact Center Benchmarks at a Glance: Telecommunication Industry https://www.apqc.org/knowledge-base/documents/key-contact-center-benchmarks-glance-telecommunication-industry <div class="product-body"><p>Prepared using data from APQC's Open Standards Benchmarking in contact centers, this table highlights key benchmarks for organizations in the telecommunication industry.</p> <p>Metrics provided include:</p> <ul> <li>agent schedule adherence,&nbsp;</li> <li>response time for inbound requests coming from email,</li> <li>number of FTEs for the process <em>manage sales orders</em> per $1 billion revenue, and more.</li> </ul> </div> https://www.apqc.org/knowledge-base/documents/key-contact-center-benchmarks-glance-telecommunication-industry#comments Call Centers Customer-focused Processes and Functions Benchmarks and Metrics 5.2 Plan and manage customer service operations Print Enterprise Only Fri, 15 Sep 2017 20:30:13 +0000 APQC 304484 at https://www.apqc.org Key Contact Center Benchmarks at a Glance: Retail/Wholesale Industry https://www.apqc.org/knowledge-base/documents/key-contact-center-benchmarks-glance-retailwholesale-industry <div class="product-body"><p>Prepared using data from APQC's Open Standards Benchmarking in contact centers, this table highlights key benchmarks for organizations in the retail/wholesale industry.</p> <p>Metrics provided include:</p> <ul> <li>agent schedule adherence,</li> <li>response time for inbound requests coming from email,</li> <li>number of FTEs for the process <em>manage sales orders</em> per $1 billion revenue, and more.</li> </ul> </div> https://www.apqc.org/knowledge-base/documents/key-contact-center-benchmarks-glance-retailwholesale-industry#comments Call Centers Customer-focused Processes and Functions Benchmarks and Metrics 5.2 Plan and manage customer service operations Print Enterprise Only Retail/Catalog/Mail Order Fri, 15 Sep 2017 20:29:52 +0000 APQC 304483 at https://www.apqc.org Key Contact Center Benchmarks at a Glance: Pharmaceutical Industry https://www.apqc.org/knowledge-base/documents/key-contact-center-benchmarks-glance-pharmaceutical-industry <div class="product-body"><p>Prepared using data from APQC's Open Standards Benchmarking in contact centers, this table highlights key benchmarks for organizations in the pharmaceutical industry.</p> <p>Metrics provided include:</p> <ul> <li>agent schedule adherence,</li> <li>response time for inbound requests coming from email,</li> <li>number of FTEs for the process <em>manage sales orders</em> per $1 billion revenue, and more.</li> </ul> </div> https://www.apqc.org/knowledge-base/documents/key-contact-center-benchmarks-glance-pharmaceutical-industry#comments Call Centers Customer-focused Processes and Functions Benchmarks and Metrics 5.2 Plan and manage customer service operations Print Enterprise Only Pharmaceutical Fri, 15 Sep 2017 20:29:30 +0000 APQC 304482 at https://www.apqc.org Key Contact Center Benchmarks at a Glance: Media and Entertainment Industry https://www.apqc.org/knowledge-base/documents/key-contact-center-benchmarks-glance-media-and-entertainment-industry <div class="product-body"><p>Prepared using data from APQC's Open Standards Benchmarking in contact centers, this table highlights key benchmarks for organizations in the media and entertainment industry.</p> <p>Metrics provided include:</p> <ul> <li>agent schedule adherence,</li> <li>response time for inbound requests coming from email,</li> <li>number of FTEs for the process <em>manage sales orders </em>per $1 billion revenue, and more.</li> </ul> </div> https://www.apqc.org/knowledge-base/documents/key-contact-center-benchmarks-glance-media-and-entertainment-industry#comments Call Centers Customer-focused Processes and Functions Benchmarks and Metrics 5.2 Plan and manage customer service operations Print Broadcasting/Radio/TV/Cable/Media Enterprise Only Entertainment Printing & Publishing Public Relations Fri, 15 Sep 2017 20:29:01 +0000 APQC 304480 at https://www.apqc.org Key Contact Center Benchmarks at a Glance: Insurance Industry https://www.apqc.org/knowledge-base/documents/key-contact-center-benchmarks-glance-insurance-industry <div class="product-body"><p>Prepared using data from APQC's Open Standards Benchmarking in contact centers, this table highlights key benchmarks for organizations in the insurance industry.</p> <p>Metrics provided include:</p> <ul> <li>agent schedule adherence,</li> <li>response time for inbound requests coming from email,</li> <li>number of FTEs for the process <em>manage sales orders</em> per $1 billion revenue, and more.</li> </ul> </div> https://www.apqc.org/knowledge-base/documents/key-contact-center-benchmarks-glance-insurance-industry#comments Call Centers Customer-focused Processes and Functions Benchmarks and Metrics 5.2 Plan and manage customer service operations Print Enterprise Only Insurance Fri, 15 Sep 2017 20:28:39 +0000 APQC 304473 at https://www.apqc.org Key Contact Center Benchmarks at a Glance: Industrial Products Industry https://www.apqc.org/knowledge-base/documents/key-contact-center-benchmarks-glance-industrial-products-industry <div class="product-body"><p>Prepared using data from APQC's Open Standards Benchmarking in contact centers, this table highlights key benchmarks for organizations in the industrial products industry.</p> <p>Metrics provided include:</p> <ul> <li>agent schedule adherence,</li> <li>response time for inbound requests coming from email,</li> <li>number of FTEs for the process <em>manage sales orders</em> per $1 billion revenue, and more.</li> </ul> </div> https://www.apqc.org/knowledge-base/documents/key-contact-center-benchmarks-glance-industrial-products-industry#comments Call Centers Customer-focused Processes and Functions Benchmarks and Metrics 5.2 Plan and manage customer service operations Print Durable Goods Engineering Enterprise Only Machinery Machinery Equipment Fri, 15 Sep 2017 20:28:19 +0000 APQC 304472 at https://www.apqc.org Key Contact Center Benchmarks at a Glance: Financial Services/Banking Industry https://www.apqc.org/knowledge-base/documents/key-contact-center-benchmarks-glance-financial-servicesbanking-industry <div class="product-body"><p>Prepared using data from APQC's Open Standards Benchmarking in contact centers, this table highlights key benchmarks for organizations in the financial services/banking industry.</p> <p>Metrics provided include:</p> <ul> <li>agent schedule adherence,</li> <li>response time for inbound requests coming from email,</li> <li>number of FTEs for the process <em>manage sales orders</em> per $1 billion revenue, and more.</li> </ul> </div> https://www.apqc.org/knowledge-base/documents/key-contact-center-benchmarks-glance-financial-servicesbanking-industry#comments Call Centers Customer-focused Processes and Functions Benchmarks and Metrics 5.2 Plan and manage customer service operations Print Enterprise Only Financial Services/Banking Fri, 15 Sep 2017 20:27:58 +0000 APQC 304470 at https://www.apqc.org Key Contact Center Benchmarks at a Glance: Consumer Products/Packaged Goods Industry https://www.apqc.org/knowledge-base/documents/key-contact-center-benchmarks-glance-consumer-productspackaged-goods-indust <div class="product-body"><p>Prepared using data from APQC's Open Standards Benchmarking in contact centers, this table highlights key benchmarks for organizations in the consumer products/packaged goods industry.</p> <p>Metrics provided include:</p> <ul> <li>agent schedule adherence,</li> <li>response time for inbound requests coming from email,</li> <li>number of FTEs for the process <em>manage sales orders</em> per $1 billion revenue, and more.</li> </ul> </div> https://www.apqc.org/knowledge-base/documents/key-contact-center-benchmarks-glance-consumer-productspackaged-goods-indust#comments Call Centers Customer-focused Processes and Functions Benchmarks and Metrics 5.2 Plan and manage customer service operations Print Consumer Products/Packaged Goods Enterprise Only Fri, 15 Sep 2017 20:27:33 +0000 APQC 304468 at https://www.apqc.org Key Contact Center Benchmarks at a Glance: Automotive Industry https://www.apqc.org/knowledge-base/documents/key-contact-center-benchmarks-glance-automotive-industry <div class="product-body"><p>Prepared using data from APQC's Open Standards Benchmarking in contact centers, this table highlights key benchmarks for organizations in the automotive industry.</p> <p>Metrics provided include:</p> <ul> <li>agent schedule adherence,</li> <li>response time for inbound requests coming from email,</li> <li>number of FTEs for the process&nbsp;<em>manage sales orders</em>&nbsp;per $1 billion revenue, and more.</li> </ul> </div> https://www.apqc.org/knowledge-base/documents/key-contact-center-benchmarks-glance-automotive-industry#comments Call Centers Customer-focused Processes and Functions Benchmarks and Metrics 5.2 Plan and manage customer service operations Print Automotive Enterprise Only Fri, 15 Sep 2017 20:27:06 +0000 APQC 304467 at https://www.apqc.org Key Contact Center Benchmarks at a Glance https://www.apqc.org/knowledge-base/documents/key-contact-center-benchmarks-glance <div class="product-body"><p>Prepared using data from APQC's Open Standards Benchmarking in contact centers, this table highlights key benchmarks across all industries.</p> <p>Metrics provided include:</p> <ul> <li>agent schedule adherence,</li> <li>response time for inbound requests coming from email,</li> <li>number of FTEs for the process <em>manage sales orders</em> per $1 billion revenue, and more.</li> </ul> </div> https://www.apqc.org/knowledge-base/documents/key-contact-center-benchmarks-glance#comments Call Centers Customer-focused Processes and Functions Benchmarks and Metrics 5.2 Plan and manage customer service operations Print Enterprise Only Fri, 15 Sep 2017 20:26:42 +0000 APQC 304466 at https://www.apqc.org Three Practices to Improve Supply Chain Planning Performance https://www.apqc.org/knowledge-base/documents/three-practices-improve-supply-chain-planning-performance <div class="product-body"><p>In August 2017 APQC conducted research in supply chain planning and found three&nbsp;high-level practices that are key to improving&nbsp;coordination between&nbsp;suppliers, manufacturers, distributors, and even retailers. The research concludes&nbsp;that doing these three&nbsp;things reduces costs,&nbsp;full time equivelants,&nbsp;and improves cycle times.&nbsp;</p> <p>This article was originally featured in the September-October issue of <a href="http://www.scmr.com/archive/september_october_2017">Supply Chain Management Review.</a></p> </div> https://www.apqc.org/knowledge-base/documents/three-practices-improve-supply-chain-planning-performance#comments Measurement Analytics Process Management Supply Chain Analytics Supply Chain Management Supply Chain Planning Articles and White Papers 4.0 Deliver Products and Services 1.2 Develop business strategy 1.3 Manage strategic initiatives 4.1 Plan for and align supply chain resources 4.1.6 Establish distribution planning constraints 4.1.8.3 Calculate performance measures 4.1.9 Develop quality standards and procedures Print Financial Management Human Capital Management Knowledge Management Supply Chain Management Fri, 15 Sep 2017 16:44:49 +0000 Becky Partida 408090 at https://www.apqc.org Auditing the Smart Way: Combining Certification Standards with Process Frameworks https://www.apqc.org/knowledge-base/documents/auditing-smart-way-combining-certification-standards-process-frameworks <div class="product-body"><p>Integrating or aligning quality audits with internal process management, organizations are able to improve the ease of their external audits and reduce redundant or conflicting efforts for internal performance management. More specifically, the definitions laid out in frameworks can help an organization with managing and naming documentation, reviews, updates, and compliance (e.g., Sarbanes-Oxley). A matrix structure can also benefit in addressing ISO 9001 Section 9.1 (monitoring, measurement, analysis, and evaluation) to leverage frameworks for benchmarking and internal auditing.&nbsp;</p> </div><p><a href="https://www.apqc.org/knowledge-base/documents/auditing-smart-way-combining-certification-standards-process-frameworks" target="_blank">read more</a></p> https://www.apqc.org/knowledge-base/documents/auditing-smart-way-combining-certification-standards-process-frameworks#comments Business Process Management (BPM) Process Process and Performance Management Quality Quality Assessment Articles and White Papers 12.1 Manage business processes 12.1.2 Define and manage process frameworks 12.1.2.1 Establish and maintain process framework 12.3 Manage quality 12.3.3 Perform quality assessments 12.0 Develop and Manage Business Capabilities Print Financial Management Human Capital Management Knowledge Management Supply Chain Management Fri, 15 Sep 2017 15:55:09 +0000 APQC 408085 at https://www.apqc.org Meet the Not-So-Average Supply Chain Millennials https://www.apqc.org/knowledge-base/documents/meet-not-so-average-supply-chain-millennials <div class="product-body"><p>From an August 2017 joint study with APICS, APQC, and SCMR, you can forget the stereotypes you have heard about millennials in the workplace. New research finds that the next generation is engaged and enthused about careers in supply chain management.&nbsp;</p> </div> https://www.apqc.org/knowledge-base/documents/meet-not-so-average-supply-chain-millennials#comments Career Development/Pathing Employee Satisfaction and Engagement Employee Training & Development Motivation Supply Chain Analytics Supply Chain Management Workforce Planning Articles and White Papers 4.0 Deliver Products and Services 6.0 Develop and Manage Human Capital 4.1 Plan for and align supply chain resources 6.2 Recruit, source, and select employees 6.2.1.2 Develop and open job requisition 6.2.2 Recruit/Source candidates 6.3 Develop and counsel employees 6.3.4 Manage employee development 6.3.4.3 Develop employee career plans 6.3.5 Develop and train employees 6.4 Reward and retain employees 6.1.2.11 Develop work force strategy models Print Financial Management Human Capital Management Knowledge Management Supply Chain Management Thu, 14 Sep 2017 22:16:08 +0000 Jennifer Daniels, Joe Tillman, Bob Trebilcock, and Judd Aschenbrand 408037 at https://www.apqc.org