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

This measure calculates systems cost to perform the process "invoice customer" as a percentage of total process cost. Systems cost refers to a variety of expenses related to computer hardware/software, network and application maintenance, data storage, etc., and all fees paid to full-time, part-time, or temporary employees or independent contractors hired to perform these services. These should not include one-time costs for major new systems developments/replacements. 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:
105969
Total Sample Size:
605 All Companies
Performers:
25th
Median
75th
Key Performance
Indicator:
No

Compute this Measure

Units for this measure are percent.

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(Systems cost to perform the process "invoice customer" / Total cost to perform the process "invoice customer") * 100

Key Terms

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Systems Cost

Systems costs include all expenses, paid or incurred, in conjunction with:

Computer hardware or computer software acquired by the organization or provided to the organization through service contracts.

Any related costs to process, service and maintain computer hardware or computer software. The costs of providing and maintaining services for each applicable process (e.g., computer system(s) processing (CPU) time, network/system communication charges, maintenance costs for applications and data storage). This includes the costs related to LANs, WANs, etc. This does not include one-time costs for major new systems developments/replacements. Consultant fees should not be included in depreciation of new system implementations. Include only those costs that occur more than six (6) months after implementation, as normal system maintenance costs. Any systems cost (e.g., maintenance) which is outsourced to a third party supplier should be captured in the separate cost category labeled outsourced cost.

Systems cost should include all salaries, overtime, employee benefits, bonuses or fees paid to full-time, part-time or temporary employees or independent contractors who perform services relating to computer hardware, computer software, processing or systems support.

Supplemental Information

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 (7.2.1)

  • 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.