Outsourced cost to perform the process "invoice customer" as a percentage of total process cost

This measure calculates outsourced cost to perform the process "invoice customer" as a percentage of total process cost. Outsourced cost refers to the total cost of outsourcing a specific process to a third party, except one-time charges for any type of restructuring or reorganization. Outsourced costs should also include costs for intracompany outsourcing (i.e., reliance on a shared services center or other business entity). The Process "invoice customer" includes [Preparing detailed reports of customer purchases. Prepare a commercial document between the seller and customer with details about transaction. Detail the quantity purchased, price of products/services, date, parties involved, unique invoice number, and tax information.]. This Supplemental Information measure is intended to help companies evaluate additional variables related to the process "Invoice customer".

Benchmark Data

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Measure Category:
Supplemental Information
Measure ID:
105943
Total Sample Size:
818 All Companies
Performers:
25th Median 75th
- 13.2% -
Key Performance Indicator:
No
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Compute this Measure

Units for this measure are percent.

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(Outsourced cost to perform the process "invoice customer" / Total cost to perform the process "invoice customer") * 100.0

Key Terms

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Supplemental information is data that APQC determines is relevant to decision support for a specific process, but does not fit into the other measure categories such as cost effectiveness, cycle time, or staff productivity.

Measure Scope

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Cross Industry (8.0)

  • 9.2.2.1 - Maintain customer/product master files (10794) - Creating and updating a record of customers and the products being purchased by them in a database. This process element requires the organization to maintain a database of customers and their purchases. Such a master-file can be used to ensure customer touch point, enhance customer satisfaction, explore cross selling opportunities, and identify future trends. This database will include several particulars about the personal details of the organization's customers and a tracking of the products being sold.
  • 9.2.2.2 - Generate customer billing data (10795) - Preparing detailed reports about products purchased by customers. Record and generate a detail account of transactions made by customers fat a particular time and location. Include all details about products such as price, quantity, and name.
  • 9.2.2.3 - Transmit billing data to customers (10796) - Providing information to customers about purchases made by them. Communicate the details of purchases. Provide customers with a copy of details for their reference.
  • 9.2.2.4 - Post receivable entries (10797) - Registering transactions and their scheduled payments.
  • 9.2.2.5 - Resolve customer billing inquiries (10798) - Checking and solving billing queries raised by customers.