through APQC's benchmarking portal for its members. These measures are organized by research area (A), the most recent survey in which the measure appeared (B), and finally by category of measure (C). The list
identifies each measure's "metric group ID" number (D), the measure name (E), the formula in english as APQC computes it(F), the formula in APQC's "question library identifiers" (G), and whether or not the measure is a key performance indicator for its associated process (H).
For more information about APQC's Open Standards Benchmarking, please contact us directly on +1-713-681-4020 or visit the APQC Open Standards Benchmarking website on www.apqc.org/osb.
CONTACT CENTERS (CC)
CONTACT CENTERS (153 MEASURES)
COST EFFECTIVENESS (55 MEASURES)
100109 Average agent salary Average agent salary
Contact Centers: 227.0490
D
103656 Total cost of the process "manage sales orders" per process FTE
Total cost to perform the process "manage sales orders" / Number of agent FTEs for the process "Manage sales orders"
Contact Centers: 227.0520g / 227.0500a
D
103660 Total cost to perform the process "manage sales orders" per $1,000 revenue
Total cost to perform the process "manage sales orders" / (Total business entity revenue * 0.0010)
Contact Centers: 227.0520g / (227.0130 * 0.0010)
D
103664 Total cost to perform the process "manage sales orders" per sales order placed
Total cost to perform the process "manage sales orders" / Total annual number of sales orders placed
Contact Centers: 227.0520g / 227.0370
D
103931 Total cost to perform the processes "manage customer requests/inquiries" and "manage customer complaints" per $1,000 revenue
Total cost to perform the processes "manage customer service requests/inquiries" and "manage customer complaints" / (Total business entity revenue * 0.0010)
Contact Centers: 227.0530g / (227.0130 * 0.0010)
D
103727 Total cost to perform the processes "manage customer requests/inquiries" and "manage customer complaints" per customer service FTE
Total cost to perform the processes "manage customer service requests/inquiries" and "manage customer complaints" / Number of FTEs who perform the customer service function
Contact Centers: 227.0530g / 227.0500b
D
103693 Total cost to perform the processes "manage sales orders", "manage customer service requests/inquiries", and "manage customer complaints" per business entity FTE
(Total cost to perform the process "manage sales orders" + Total cost to perform the processes "manage customer service requests/inquiries" and "manage customer complaints") / Total number of FTEs for the process "Manage sales orders" and the function "Manage customer service"
Contact Centers: (227.0520g + 227.0530g) / 227.0500c
COST EFFECTIVENESS (55 MEASURES)
101756 Business to business inbound calls as a percentage of total inbound calls
Percentage of inbound contacts from all channels considered "business to business" Contact Centers: 227.0550a
101757 Business to consumer inbound calls as a percentage of total inbound calls
Percentage of inbound contacts from all channels considered "business to consumer" Contact Centers: 227.0550b
100401 Centrally managed systems cost to perform the processes "manage sales orders", "manage customer service
requests/inquiries", and "manage customer complaints" per $1,000 revenue
(Centrally managed systems cost to perform the process "manage sales orders" + Centrally managed systems cost to perform the processes "manage customer service requests/inquiries" and "manage customer complaints") / (Total business entity revenue * 0.0010)
Contact Centers: (227.0520b + 227.0530b) / (227.0130 * 0.0010)
100403 Centrally managed systems cost to perform the processes "manage sales orders", "manage customer service
requests/inquiries", and "manage customer complaints" per active customer
(Centrally managed systems cost to perform the process "manage sales orders" + Centrally managed systems cost to perform the processes "manage customer service requests/inquiries" and "manage customer complaints") / Number of total customers in customer master file that are active
Contact Centers: (227.0520b + 227.0530b) / 227.0240
100012 Centrally managed systems cost to perform the processes "manage sales orders", "manage customer service
requests/inquiries", and "manage customer complaints" per inbound contact
(Centrally managed systems cost to perform the process "manage sales orders" + Centrally managed systems cost to perform the processes "manage customer service requests/inquiries" and "manage customer complaints") / Total number of inbound contacts
Contact Centers: (227.0520b + 227.0530b) / 227.0580j
100410 Contact center systems cost to perform the processes "manage sales orders", "manage customer service
requests/inquiries", and "manage customer complaints" per $1,000 revenue
(Contact center systems cost to perform the process "manage sales orders" + Contact center systems cost to perform the processes "manage customer service requests/inquiries" and "manage customer complaints") / (Total business entity revenue * 0.0010)
Contact Centers: (227.0520c + 227.0530c) / (227.0130 * 0.0010)
COST EFFECTIVENESS (55 MEASURES)
100411 Contact center systems cost to perform the processes "manage sales orders", "manage customer service
requests/inquiries", and "manage customer complaints" per active customer
(Contact center systems cost to perform the process "manage sales orders" + Contact center systems cost to perform the processes "manage customer service requests/inquiries" and "manage customer complaints") / Number of total customers in customer master file that are active
Contact Centers: (227.0520c + 227.0530c) / 227.0240
100409 Contact center systems cost to perform the processes "manage sales orders", "manage customer service
requests/inquiries", and "manage customer complaints" per inbound contact
(Contact center systems cost to perform the process "manage sales orders" + Contact center systems cost to perform the processes "manage customer service requests/inquiries" and "manage customer complaints") / Total number of inbound contacts
Contact Centers: (227.0520c + 227.0530c) / 227.0580j
101485 Other cost of the process "manage sales orders" per $1,000 revenue
Costs other than personnel, systems, overhead, and outsourced to perform the process "manage sales orders" / (Total business entity revenue * 0.0010)
Contact Centers: 227.0520f / (227.0130 * 0.0010)
104547 Other cost of the processes "manage sales orders", "manage customer requests/inquiries", and "manage customer complaints" per $1,000 revenue
(Costs other than personnel, systems, overhead, and outsourced to perform the process "manage sales orders" + Costs other than personnel, systems, overhead, and outsourced to perform the processes "manage customer service requests/inquiries" and "manage customer complaints") / (Total business entity revenue * 0.0010)
Contact Centers: (227.0520f + 227.0530f) / (227.0130 * 0.0010)
104548 Other cost of the processes "manage sales orders", "manage customer requests/inquiries", and "manage customer complaints" per active customer
(Costs other than personnel, systems, overhead, and outsourced to perform the process "manage sales orders" + Costs other than personnel, systems, overhead, and outsourced to perform the processes "manage customer service requests/inquiries" and "manage customer complaints") / Number of total customers in customer master file that are active
Contact Centers: (227.0520f + 227.0530f) / 227.0240
COST EFFECTIVENESS (55 MEASURES)
101495 Other cost to perform the process "manage sales orders" as a percentage of total cost of the process
(Costs other than personnel, systems, overhead, and outsourced to perform the process "manage sales orders" / Total cost to perform the process "manage sales orders") * 100.0
Contact Centers: (227.0520f / 227.0520g) * 100.0
101526 Other cost to perform the processes "manage customer requests/inquiries" and "manage customer complaints" as a percentage of the total cost to perform the processes
(Costs other than personnel, systems, overhead, and outsourced to perform the processes "manage customer service requests/inquiries" and "manage customer complaints" / Total cost to perform the processes "manage customer service requests/inquiries" and "manage customer complaints") * 100.0
Contact Centers: (227.0530f / 227.0530g) * 100.0
101527 Other cost to perform the processes "manage customer requests/inquiries" and "manage customer complaints" per $1,000 revenue
Costs other than personnel, systems, overhead, and outsourced to perform the processes "manage customer service requests/inquiries" and "manage customer complaints" / (Total business entity revenue * 0.0010)
Contact Centers: 227.0530f / (227.0130 * 0.0010)
101523 Other cost to perform the processes "manage sales orders", "manage customer service requests/inquiries", and "manage customer complaints" per inbound contact
(Costs other than personnel, systems, overhead, and outsourced to perform the process "manage sales orders" + Costs other than personnel, systems, overhead, and outsourced to perform the processes "manage customer service requests/inquiries" and "manage customer complaints") / Total number of inbound contacts
Contact Centers: (227.0520f + 227.0530f) / 227.0580j
101550 Outsourced cost of the process "manage sales orders" per $1,000 revenue
Outsourced cost to perform the process "manage sales orders" / (Total business entity revenue * 0.0010)
Contact Centers: 227.0520e / (227.0130 * 0.0010)
101623 Outsourced cost to perform the process "manage sales orders" as a percentage of the total cost to perform the process
(Outsourced cost to perform the process "manage sales orders" / Total cost to perform the process "manage sales orders") * 100.0 Contact Centers: (227.0520e / 227.0520g) * 100.0
COST EFFECTIVENESS (55 MEASURES)
101639 Outsourced cost to perform the process "manage sales orders", "manage customer requests/inquiries", and "manage customer complaints" per call contact
(Outsourced cost to perform the process "manage sales orders" + Outsourced cost to perform the processes "manage customer service requests/inquiries" and "manage customer complaints") / Number of inbound calls received through a live agent
Contact Centers: (227.0520e + 227.0530e) / 227.0620a
101636 Outsourced cost to perform the processes "manage customer requests/inquiries" and "manage customer complaints" as a percentage of the total cost of the processes
(Outsourced cost to perform the processes "manage customer service requests/inquiries" and "manage customer complaints" / Total cost to perform the processes "manage customer service requests/inquiries" and "manage customer complaints") * 100.0
Contact Centers: (227.0530e / 227.0530g) * 100.0
101609 Outsourced cost to perform the processes "manage customer requests/inquiries" and "manage customer complaints" per $1,000 revenue
Outsourced cost to perform the processes "manage customer service requests/inquiries" and "manage customer complaints" / (Total business entity revenue * 0.0010)
Contact Centers: 227.0530e / (227.0130 * 0.0010)
101641 Outsourced cost to perform the processes "manage customer service requests/inquiries" and "manage customer
complaints" per call received through IVR speech
Outsourced cost to perform the processes "manage customer service requests/inquiries" and "manage customer complaints" / Number of inbound calls received through IVR speech Contact Centers: 227.0530e / 227.0620b 101640 Outsourced cost to perform the processes "manage customer
service requests/inquiries" and "manage customer complaints" per inbound call received through IVR DTMF
Outsourced cost to perform the processes "manage customer service requests/inquiries" and "manage customer complaints" / Number of inbound calls received through IVR DTMF
Contact Centers: 227.0530e / 227.0620c 104502 Outsourced cost to perform the processes "manage customer
service requests/inquiries" and "manage customer complaints" per web self-service contact
Outsourced cost to perform the processes "manage customer service requests/inquiries" and "manage customer complaints" / Inbound contacts received through web self-service Contact Centers: 227.0530e / 227.0580c
COST EFFECTIVENESS (55 MEASURES)
101633 Outsourced cost to perform the processes "manage sales orders", "manage customer service requests/inquiries", and "manage customer complaints" per $1,000 revenue
(Outsourced cost to perform the process "manage sales orders" + Outsourced cost to perform the processes "manage customer service requests/inquiries" and "manage customer complaints") / (Total business entity revenue * 0.0010)
Contact Centers: (227.0520e + 227.0530e) / (227.0130 * 0.0010)
101634 Outsourced cost to perform the processes "manage sales orders", "manage customer service requests/inquiries", and "manage customer complaints" per active customer
(Outsourced cost to perform the process "manage sales orders" + Outsourced cost to perform the processes "manage customer service requests/inquiries" and "manage customer complaints") / Number of total customers in customer master file that are active
Contact Centers: (227.0520e + 227.0530e) / 227.0240
101635 Outsourced cost to perform the processes "manage sales orders", "manage customer service requests/inquiries", and "manage customer complaints" per inbound contact
(Outsourced cost to perform the process "manage sales orders" + Outsourced cost to perform the processes "manage customer service requests/inquiries" and "manage customer complaints") / Total number of inbound contacts
Contact Centers: (227.0520e + 227.0530e) / 227.0580j
101688 Overhead cost of the process "manage sales orders" per $1,000 revenue
Overhead cost to perform the process "manage sales orders" / (Total business entity revenue * 0.0010)
Contact Centers: 227.0520d / (227.0130 * 0.0010)
104549 Overhead cost of the processes "manage sales orders", "manage customer requests/inquiries", and "manage customer complaints" per $1,000 revenue
(Overhead cost to perform the process "manage sales orders" + Overhead cost to perform the processes "manage customer service
requests/inquiries" and "manage customer complaints") / (Total business entity revenue * 0.0010)
Contact Centers: (227.0520d + 227.0530d) / (227.0130 * 0.0010)
COST EFFECTIVENESS (55 MEASURES)
104550 Overhead cost of the processes "manage sales orders", "manage customer requests/inquiries", and "manage customer complaints" per active customer
(Overhead cost to perform the process "manage sales orders" + Overhead cost to perform the processes "manage customer service
requests/inquiries" and "manage customer complaints") / Number of total customers in customer master file that are active
Contact Centers: (227.0520d + 227.0530d) / 227.0240
101698 Overhead cost to perform the process "manage sales orders" as a percentage of the total cost to perform the process
(Overhead cost to perform the process "manage sales orders" / Total cost to perform the process "manage sales orders") * 100.0 Contact Centers: (227.0520d / 227.0520g) * 100.0
101729 Overhead cost to perform the processes "manage customer requests/inquiries" and "manage customer complaints" as a percentage of the total cost to perform the processes
(Overhead cost to perform the processes "manage customer service requests/inquiries" and "manage customer complaints" / Total cost to perform the processes "manage customer service requests/inquiries" and "manage customer complaints") * 100.0
Contact Centers: (227.0530d / 227.0530g) * 100.0
101730 Overhead cost to perform the processes "manage customer requests/inquiries" and "manage customer complaints" per $1,000 revenue
Overhead cost to perform the processes "manage customer service requests/inquiries" and "manage customer complaints" / (Total business entity revenue * 0.0010)
Contact Centers: 227.0530d / (227.0130 * 0.0010)
101726 Overhead cost to perform the processes "manage sales orders", "manage customer service requests/inquiries", and "manage customer complaints" per inbound contact
(Overhead cost to perform the process "manage sales orders" + Overhead cost to perform the processes "manage customer service
requests/inquiries" and "manage customer complaints") / Total number of inbound contacts
Contact Centers: (227.0520d + 227.0530d) / 227.0580j
102947 Personnel cost to perform the process "manage sales orders" as a percentage of the total cost to perform the process
(Total annual cost for the process "manage sales orders" for the category "Personnel cost (compensation and benefits)" / Total cost to perform the process "manage sales orders") * 100.0
Contact Centers: (227.0520a / 227.0520g) * 100.0
COST EFFECTIVENESS (55 MEASURES)
102914 Personnel cost to perform the process "manage sales orders" per $1,000 revenue
Total annual cost for the process "manage sales orders" for the category "Personnel cost
(compensation and benefits)" / (Total business entity revenue * 0.0010)
Contact Centers: 227.0520a / (227.0130 * 0.0010)
102948 Personnel cost to perform the process "manage sales orders" per process agent FTE
Total annual cost for the process "manage sales orders" for the category "Personnel cost
(compensation and benefits)" / Number of agent FTEs for the process "Manage sales orders"
Contact Centers: 227.0520a / 227.0500a 103049 Personnel cost to perform the processes "manage customer
requests/inquiries" and "manage customer complaints" as a percentage of the total cost to perform the processes
(Personnel cost to perform the processes "manage customer service requests/inquiries" and "manage customer complaints" / Total cost to perform the processes "manage customer service requests/inquiries" and "manage customer complaints") * 100.0
Contact Centers: (227.0530a / 227.0530g) * 100.0
103050 Personnel cost to perform the processes "manage customer requests/inquiries" and "manage customer complaints" per $1,000 revenue
Personnel cost to perform the processes "manage customer service requests/inquiries" and "manage customer complaints" / (Total business entity revenue * 0.0010)
Contact Centers: 227.0530a / (227.0130 * 0.0010)
102946 Personnel cost to perform the processes "manage customer requests/inquiries" and "manage customer complaints" per process FTE
Personnel cost to perform the processes "manage customer service requests/inquiries" and "manage customer complaints" / Number of FTEs who perform the customer service
function
Contact Centers: 227.0530a / 227.0500b 103046 Personnel cost to perform the processes "manage sales
orders", "manage customer service requests/inquiries", and "manage customer complaints" per $1,000 revenue
(Total annual cost for the process "manage sales orders" for the category "Personnel cost (compensation and benefits)" + Personnel cost to perform the processes "manage customer service requests/inquiries" and "manage customer complaints") / (Total business entity revenue * 0.0010)
Contact Centers: (227.0520a + 227.0530a) / (227.0130 * 0.0010)
COST EFFECTIVENESS (55 MEASURES)
103047 Personnel cost to perform the processes "manage sales orders", "manage customer service requests/inquiries", and "manage customer complaints" per active customer
(Total annual cost for the process "manage sales orders" for the category "Personnel cost (compensation and benefits)" + Personnel cost to perform the processes "manage customer service requests/inquiries" and "manage customer complaints") / Number of total customers in customer master file that are active
Contact Centers: (227.0520a + 227.0530a) / 227.0240
102932 Personnel cost to perform the processes "manage sales orders", "manage customer service requests/inquiries", and "manage customer complaints" per business entity FTE
(Total annual cost for the process "manage sales orders" for the category "Personnel cost (compensation and benefits)" + Personnel cost to perform the processes "manage customer service requests/inquiries" and "manage customer complaints") / Total number of FTEs for the process "Manage sales orders" and the function "Manage customer service"
Contact Centers: (227.0520a + 227.0530a) / 227.0500c
103048 Personnel cost to perform the processes "manage sales orders", "manage customer service requests/inquiries", and "manage customer complaints" per inbound contact
(Total annual cost for the process "manage sales orders" for the category "Personnel cost (compensation and benefits)" + Personnel cost to perform the processes "manage customer service requests/inquiries" and "manage customer complaints") / Total number of inbound contacts
Contact Centers: (227.0520a + 227.0530a) / 227.0580j
103498 Total cost of to perform the processes "manage sales orders", "manage customer service requests/inquiries", and "manage customer complaints" per inbound contact
(Total cost to perform the process "manage sales orders" + Total cost to perform the processes "manage customer service requests/inquiries" and "manage customer complaints") / Total number of inbound contacts
Contact Centers: (227.0520g + 227.0530g) / 227.0580j
103497 Total cost to perform the processes "manage sales orders", "manage customer service requests/inquiries", and "manage customer complaints" per active customer
(Total cost to perform the process "manage sales orders" + Total cost to perform the processes "manage customer service requests/inquiries" and "manage customer complaints") / Number of total customers in customer master file that are active
Contact Centers: (227.0520g + 227.0530g) / 227.0240
COST EFFECTIVENESS (55 MEASURES)
104151 Total revenue per active customer Total business entity revenue / Number of total customers in customer master file that are active
Contact Centers: 227.0130 / 227.0240
104152 Total revenue per inbound contact Total business entity revenue / Total number of inbound contacts
Contact Centers: 227.0130 / 227.0580j 104153 Total revenue per sales order Total business entity revenue / Total annual
number of sales orders placed
Contact Centers: 227.0130 / 227.0370
CYCLE TIME (11 MEASURES)
104514 Average contact handling time in seconds Average contact handling time in seconds, including after-contact work
Contact Centers: 227.0780
D
100321 Average speed of answer in seconds for agent queue calls Average speed of answer in seconds for agent queue calls
Contact Centers: 227.0710
D
103145 Response time for inbound requests coming from e-mail Average actual response time in minutes for contacts received through email, excluding automated acknowledgements of email receipt Contact Centers: 227.0600a
D
103146 Response time for inbound requests coming from fax Average actual response time in minutes for contacts received through facsimile
Contact Centers: 227.0600b
D
103147 Response time for inbound requests coming from postal mail Average actual response time in minutes for contact type "Postal Mail" including outsourced and direct contacts
Contact Centers: 227.0600c
D
104515 Average response time in minutes for call backs Average actual response time in minutes for contact type "Call backs" including outsourced and direct contacts
Contact Centers: 227.0600g
104516 Average response time in minutes for SMS Average actual response time in minutes for contact type "SMS" including outsourced and direct contacts
CYCLE TIME (11 MEASURES)
104517 Average response time in minutes for social media Average actual response time in minutes for contact type "Social media" including outsourced and direct contacts Contact Centers: 227.0600f 104518 Average response time in minutes for web chat or instant
messaging including virtual agents
Average actual response time in minutes for contact type "Web chat or instant messaging, including virtual agents" including outsourced and direct contacts
Contact Centers: 227.0600d 104519 Average talk time in seconds, including agent hold time Average talk time in seconds Contact Centers: 227.0720
103463 Average time in seconds to inbound calls abandoned Average time in seconds to inbound calls abandoned
Contact Centers: 227.0630
PROCESS EFFICIENCY (46 MEASURES)
100019 Agent involuntary attrition rate Agent involuntary attrition rate Contact Centers: 227.0460
D
100020 Agent schedule adherence Average agent schedule adherence Contact Centers: 227.0390
D
100021 Agent voluntary attrition rate Agent voluntary attrition rate Contact Centers: 227.0470
D
100320 Average seat utilization Average seat utilization
Contact Centers: 227.040
D
100324 Average tenure in months for business entity agents Average tenure in months for business entity agents
Contact Centers: 227.0450
D
104192 Agent FTEs evaluated using sliding/interdependent agent targets as a percentage of all agent FTEs
Agent FTEs evaluated using
sliding/interdependent agent targets as a percentage of all agent FTEs
Contact Centers: 227.0380
100898 Average number of contact center seats per contact center Number of seats / Number of contact centers included
PROCESS EFFICIENCY (46 MEASURES)
100389 Bridge rate Bridge rate
Contact Centers: 227.0750 100392 Call agent availability rate Call agent availability rate
Contact Centers: 227.0430
100393 Call agent occupancy rate Call agent occupancy rate
Contact Centers: 227.0420 100394 Call agent utilization rate Call agent utilization rate
Contact Centers: 227.0410
103177 Call service level Service level
Contact Centers: 227.0790 102129 Caller authentication rate for IVR Caller authentication rate for IVR
Contact Centers: 227.0650 102104 Calls abandoned in the agent queue as a percentage of total
inbound calls
Calls abandoned in the agent queue as a percentage of total inbound calls
Contact Centers: 227.0640 102103 Calls routed to a live agent as a percentage of total inbound
calls
Calls routed to a live agent as a percentage of total inbound calls
Contact Centers: 227.0680 100495 Customer attrition (or churn) rate Customer attrition rate
Contact Centers: 227.0270
103118 Direct supervisors per agent FTE (Number of general service FTEs employed to manage agents + Number of vital service FTEs employed to manage agents) / Number of agent FTEs
Contact Centers: (227.0360a + 227.0360b) / 227.0350
102603 DTMF IVR self-service resolution rate DTMF IVR self-service resolution rate Contact Centers: 227.0760b
PROCESS EFFICIENCY (46 MEASURES)
104503 First contact resolution rate for contacts received through "other" channels
What is your business entity's first contact resolution rate, as determined by customer surveys, for contacts arriving through channels other than phone, email, web self-service, web chat or instant messaging, dedicated mobile apps, SMS (mobile phone shor
Contact Centers: 227.0610i 104504 First contact resolution rate for dedicated mobile
applications ("apps")
First contact resolution rate for a dedicated mobile application ("app")
Contact Centers: 227.0610e
104505 First contact resolution rate for email contacts First contact resolution rate for email contacts Contact Centers: 227.0610b
104506 First contact resolution rate for phone contacts First contact resolution rate for phone contacts Contact Centers: 227.0610a
104507 First contact resolution rate for postal mail First contact resolution rate for postal mail Contact Centers: 227.0610h
104508 First contact resolution rate for SMS First contact resolution rate for SMS (mobile phone short message service) contacts Contact Centers: 227.0610f
104509 First contact resolution rate for social media First contact resolution rate for social media channels such as Twitter, Facebook, or discussion forums
Contact Centers: 227.0610g 104510 First contact resolution rate for web chat or instant
messaging including virtual agents
First contact resolution rate for web chat or instant messaging including virtual agents Contact Centers: 227.0610d
104511 First contact resolution rate for web self-service contacts First contact resolution rate for web self-service contacts
Contact Centers: 227.0610c 100780 IVR speech recognition rate IVR speech recognition rate
Contact Centers: 227.0660
102604 IVR speech self-service resolution rate IVR speech self-service resolution rate Contact Centers: 227.0760a
PROCESS EFFICIENCY (46 MEASURES)
104561 Number of agent FTEs per direct supervisor FTE Number of agent FTEs / (Number of general service FTEs employed to manage agents + Number of vital service FTEs employed to manage agents)
Contact Centers: 227.0350 / (227.0360a + 227.0360b)
101799 Number of FTEs who perform order entry/order processing as a percentage of total FTEs for the "manage sales orders" process
(Number of agent FTEs who perform the process "manage sales orders" who perform order entry/order processing / Number of agent FTEs for the process "Manage sales orders") * 100.0
Contact Centers: (227.0510a / 227.0500a) * 100.0
101800 Number of FTEs who perform order inquiry as a percentage of total FTEs for the "manage sales orders" process
(Number of agent FTEs who perform the process "manage sales orders" who perform order inquiry / Number of agent FTEs for the process "Manage sales orders") * 100.0
Contact Centers: (227.0510b / 227.0500a) * 100.0
101194 Number of FTEs who perform the customer service function per $1 billion revenue
Number of FTEs who perform the customer service function / (Total business entity revenue * 0.000000001)
Contact Centers: 227.0500b / (227.0130 * 0.000000001)
102721 Percentage of active customers with active web accounts Percentage of active customers with active web accounts
Contact Centers: 227.0250 101911 Percentage of active customers with service level based on
customer segmentation
Percentage of active customers with service level based on customer segmentation Contact Centers: 227.0260
101910 Percentage of contacts with CTI that have information pop up on the agent's desktop
Percentage of contacts with CTI that have information pop up on the agent’s desktop Contact Centers: 227.0670
102100 Percentage of inbound calls monitored by QAM and scored by supervisors
Percentage of inbound calls monitored by QAM and scored by supervisors
PROCESS EFFICIENCY (46 MEASURES)
104512 Percentage of inbound contacts through "other" channels outsourced to a third-party provider
(Inbound contacts received through channels other than phone, email, web self-service, web chat or instant messaging (including virtual agents), a dedicated mobile application, SMS, social media, or postal mail, from all
outsourced providers / 100 percent sum of inbound contacts outsourced to a third-party for live agent calls, IVR speech, IVR DTMF, fax, postal mail, web transactions, online chats, and other receipts) * 100.0
Contact Centers: (227.0590i / 227.0590j) * 100.0
101852 Percentage of inbound email contacts outsourced to a third-party provider
(Number of total annual inbound contacts outsourced to a third-party provider for receipt method "Email" / 100 percent sum of inbound contacts outsourced to a third-party for live agent calls, IVR speech, IVR DTMF, fax, postal mail, web transactions, online chats, and other receipts) * 100.0
Contact Centers: (227.0590b / 227.0590j) * 100.0
104513 Percentage of inbound phone contacts outsourced to a third-party provider
(Inbound contacts received through telephone channels from all outsourced providers / 100 percent sum of inbound contacts outsourced to a third-party for live agent calls, IVR speech, IVR DTMF, fax, postal mail, web transactions, online chats, and other receipts) * 100.0 Contact Centers: (227.0590a / 227.0590j) * 100.0
101859 Percentage of inbound postal mail contacts outsourced to a third-party provider
(Percentage of inbound contacts outsourced to third-party for postal mail / 100 percent sum of inbound contacts outsourced to a third-party for live agent calls, IVR speech, IVR DTMF, fax, postal mail, web transactions, online chats, and other receipts) * 100.0
Contact Centers: (227.0590h / 227.0590j) * 100.0
101860 Percentage of inbound web transaction contacts outsourced to a third-party provider
(Inbound contacts received through web self-service from all outsourced providers / 100 percent sum of inbound contacts outsourced to a third-party for live agent calls, IVR speech, IVR DTMF, fax, postal mail, web transactions, online chats, and other receipts) * 100.0 Contact Centers: (227.0590c / 227.0590j) * 100.0
PROCESS EFFICIENCY (46 MEASURES)
102792 Percentage of transferred calls that are misdirected Percentage of transferred calls that are misdirected
Contact Centers: 227.0700 101857 Percentage of web chat or instant messaging contacts
outsourced to a third-party provider
(Inbound contacts received through web chat or instant messaging, including virtual agents, from all outsourced providers / 100 percent sum of inbound contacts outsourced to a third-party for live agent calls, IVR speech, IVR DTMF, fax, postal mail, web transactions, online chats, and other receipts) * 100.0 Contact Centers: (227.0590d / 227.0590j) * 100.0
102722 Transferred calls as a percentage of total inbound calls Transferred calls as a percentage of total inbound calls
Contact Centers: 227.0690
102605 Web transactions self-service resolution rate Web transactions self-service resolution rate Contact Centers: 227.0760c
STAFF PRODUCTIVITY (3 MEASURES)
101410 Number of sales orders per FTE that performs the process "manage sales orders"
Total annual number of sales orders placed / Number of agent FTEs for the process "Manage sales orders"
Contact Centers: 227.0370 / 227.0500a
D
104123 Inbound contacts per agent FTE Total number of inbound contacts / Number of agent FTEs
Contact Centers: 227.0580j / 227.0350
104121 Inbound live agent calls per agent FTE Number of inbound calls received through a live agent / Number of agent FTEs
Contact Centers: 227.0620a / 227.0350
SUPPLEMENTAL INFORMATION (38 MEASURES)
104520 Africa contact center employees as a percentage of total contact center employees
( Percentage of your organization's IT headcount in Africa/100 percent sum of organization's IT headcount in the United States/Canada, Southern Europe, Central Europe, Western Europe, Australia, New Zealand, Eastern Europe, Nordic countries, Central/South America, East Asia, Southeast Asia, South Asia, China, Rus )*100
SUPPLEMENTAL INFORMATION (38 MEASURES)
104521 Australia and New Zealand contact center employees as a percentage of total contact center employees
( Percentage of your organization's IT headcount in Australia or New Zealand/100 percent sum of organization's IT headcount in the United States/Canada, Southern Europe, Central Europe, Western Europe, Australia, New Zealand, Eastern Europe, Nordic countries, Central/South America, East Asia, Southeast Asia, South Asia, China, Rus )*100
Contact Centers: ( 227.0320e/227.0320o )*100 104522 Central Europe contact center employees as a percentage of
total contact center employees
( Percentage of your organization's IT
headcount in Central Europe/100 percent sum of organization's IT headcount in the United States/Canada, Southern Europe, Central Europe, Western Europe, Australia, New Zealand, Eastern Europe, Nordic countries, Central/South America, East Asia, Southeast Asia, South Asia, China, Rus )*100
Contact Centers: ( 227.0320c/227.0320o )*100 104523 Central/South America contact center employees as a
percentage of total contact center employees
( Percentage of your organization's IT headcount in Central or South America/100 percent sum of organization's IT headcount in the United States/Canada, Southern Europe, Central Europe, Western Europe, Australia, New Zealand, Eastern Europe, Nordic countries, Central/South America, East Asia, Southeast Asia, South Asia, China, Rus )*100
Contact Centers: ( 227.0320h/227.0320o )*100 104524 China, Russia, and Central Asia contact center employees as
a percentage of total contact center employees
( Percentage of your organization's IT
headcount in China, Russia, or Central Asia/100 percent sum of organization's IT headcount in the United States/Canada, Southern Europe, Central Europe, Western Europe, Australia, New Zealand, Eastern Europe, Nordic countries, Central/South America, East Asia, Southeast Asia, South Asia, China, Rus )*100
SUPPLEMENTAL INFORMATION (38 MEASURES)
104525 East Asia contact center employees as a percentage of total contact center employees
( Percentage of your organization's IT headcount in East Asia/100 percent sum of organization's IT headcount in the United States/Canada, Southern Europe, Central Europe, Western Europe, Australia, New Zealand, Eastern Europe, Nordic countries, Central/South America, East Asia, Southeast Asia, South Asia, China, Rus )*100
Contact Centers: ( 227.0320i/227.0320o )*100 104526 Eastern Europe contact center employees as a percentage of
total contact center employees
( Percentage of your organization's IT
headcount in Eastern Europe/100 percent sum of organization's IT headcount in the United States/Canada, Southern Europe, Central Europe, Western Europe, Australia, New Zealand, Eastern Europe, Nordic countries, Central/South America, East Asia, Southeast Asia, South Asia, China, Rus )*100
Contact Centers: ( 227.0320f/227.0320o )*100 104528 Inbound contacts for the process "manage customer service"
as a percentage of total inbound contacts
Percentage of inbound contacts from all channels related to the process "manage customer service"
Contact Centers: 227.0560b 104527 Inbound contacts for the process "manage sales orders" as a
percentage of total inbound contacts
Percentage of inbound contacts from all channels related to the process "manage inbound sales orders"
Contact Centers: 227.0560a 104529 Inbound contacts received via dedicated mobile app as a
percentage of total inbound contacts
(Inbound contacts received through a dedicated mobile application / Total number of inbound contacts) * 100.0
Contact Centers: (227.0580e / 227.0580j) * 100.0
102106 Inbound contacts received via email as a percentage of total inbound contacts
(Number of inbound contacts through email / Total number of inbound contacts) * 100.0 Contact Centers: (227.0580b / 227.0580j) * 100.0
102105 Inbound contacts received via phone as a percentage of total inbound contacts
(Number of inbound contacts through calls / Total number of inbound contacts) * 100.0 Contact Centers: (227.0580a / 227.0580j) * 100.0
SUPPLEMENTAL INFORMATION (38 MEASURES)
102110 Inbound contacts received via postal mail as a percentage of total inbound contacts
(Number of inbound contacts through postal mail / Total number of inbound contacts) * 100.0
Contact Centers: (227.0580h / 227.0580j) * 100.0
104530 Inbound contacts received via SMS as a percentage of total inbound contacts
(How many inbound contacts were received through SMS (exclude mobile messaging other than SMS). / Total number of inbound contacts) * 100.0
Contact Centers: (227.0580f / 227.0580j) * 100.0
104531 Inbound contacts received via social media as a percentage of total inbound contacts
(How many inbound contacts were received through social media (including discussion forums, Facebook, Twitter, etc.) / Total number of inbound contacts) * 100.0
Contact Centers: (227.0580g / 227.0580j) * 100.0
102108 Inbound contacts received via web chat or instant messaging as a percentage of total inbound contacts
(Number of inbound contacts through online chat / Total number of inbound contacts) * 100.0
Contact Centers: (227.0580d / 227.0580j) * 100.0
102111 Inbound contacts received via web self-service as a percentage of total inbound contacts
(Inbound contacts received through web self-service / Total number of inbound contacts) * 100.0
Contact Centers: (227.0580c / 227.0580j) * 100.0
104532 Inbound contacts related to billing as a percentage of total inbound contacts
Percentage of inbound contacts from all channels related to billing
Contact Centers: 227.0570c 104533 Inbound contacts related to complaints as a percentage of
total inbound contacts
Percentage of inbound contacts from all channels related to complaints
Contact Centers: 227.0570d 104534 Inbound contacts related to new orders as a percentage of
total inbound contacts
Percentage of inbound contacts from all channels related to new orders
Contact Centers: 227.0570a 104535 Inbound contacts related to order modification or inquiry as
a percentage of total inbound contacts
Percentage of inbound contacts from all channels related to order modification or inquiry
SUPPLEMENTAL INFORMATION (38 MEASURES)
102099 Inbound contacts related to technical support as apercentage of total inbound contacts
Percentage of inbound contacts from all channels related to technical support Contact Centers: 227.0570e
104536 Middle East contact center employees as a percentage of total contact center employees
( Percentage of your organization's IT
headcount in the Middle East/100 percent sum of organization's IT headcount in the United States/Canada, Southern Europe, Central Europe, Western Europe, Australia, New Zealand, Eastern Europe, Nordic countries, Central/South America, East Asia, Southeast Asia, South Asia, China, Rus )*100
Contact Centers: ( 227.0320m/227.0320o ) *100
104537 Nordic countries contact center employees as a percentage of total contact center employees
( Percentage of your organization's IT
headcount in Nordic countries/100 percent sum of organization's IT headcount in the United States/Canada, Southern Europe, Central Europe, Western Europe, Australia, New Zealand, Eastern Europe, Nordic countries, Central/South America, East Asia, Southeast Asia, South Asia, China, Rus )*100
Contact Centers: ( 227.0320g/227.0320o )*100 102098 Number of inbound calls for requirements other than new
orders, order modifications or inquiry, billing, complaints, or technical support as a percentage of total inbound calls
Percentage of inbound contacts from all channels related to matters other than new orders, order modification or inquiry, billing, complaints, or technical support
Contact Centers: 227.0570f 102091 Number of inbound calls received through a live agent as a
percentage of total inbound calls
(Number of inbound calls received through a live agent / Number of inbound calls) * 100.0 Contact Centers: (227.0620a / 227.0620d) * 100.0
102093 Number of inbound calls received through IVR DTMF as a percentage of total inbound calls
(Number of inbound calls received through IVR DTMF / Number of inbound calls) * 100.0 Contact Centers: (227.0620c / 227.0620d) * 100.0
102092 Number of inbound calls received through IVR speech as a percentage of total inbound calls
(Number of inbound calls received through IVR speech / Number of inbound calls) * 100.0 Contact Centers: (227.0620b / 227.0620d) * 100.0
SUPPLEMENTAL INFORMATION (38 MEASURES)
102109 Number of inbound contacts through channels other than phone, email, web self-service, web chat or instant messaging, dedicated mobile apps, SMS, social media, or postal mail as a percentage of total inbound contacts
(Inbound contacts received through channels other than phone, email, web self-service, web chat or instant messaging (including virtual agents), a dedicated mobile application, SMS, social media, or postal mail / Total number of inbound contacts) * 100.0
Contact Centers: (227.0580i / 227.0580j) * 100.0
104538 Number of languages supported at the business entity Number of languages supported Contact Centers: 227.0280 104539 Percentage of inbound dedicated mobile app contacts
outsourced to a third-party provider
(Inbound contacts received through a dedicated mobile application from all outsourced
providers / 100 percent sum of inbound contacts outsourced to a third-party for live agent calls, IVR speech, IVR DTMF, fax, postal mail, web transactions, online chats, and other receipts) * 100.0
Contact Centers: (227.0590e / 227.0590j) * 100.0
104540 Percentage of inbound SMS contacts outsourced to a third-party provider
(Inbound contacts received through SMS (exclude mobile messaging other than SMS) from all outsourced providers / 100 percent sum of inbound contacts outsourced to a third-party for live agent calls, IVR speech, IVR DTMF, fax, postal mail, web transactions, online chats, and other receipts) * 100.0 Contact Centers: (227.0590f / 227.0590j) * 100.0
104541 Percentage of inbound social media contacts outsourced to a third-party provider
(Inbound contacts received through social media (including discussion forums, Facebook, Twitter, etc.) from all outsourced providers / 100 percent sum of inbound contacts
outsourced to a third-party for live agent calls, IVR speech, IVR DTMF, fax, postal mail, web transactions, online chats, and other receipts) * 100.0
Contact Centers: (227.0590g / 227.0590j) * 100.0
SUPPLEMENTAL INFORMATION (38 MEASURES)
104542 South Asia contact center employees as a percentage of total contact center employees
( Percentage of your organization's IT headcount in South Asia/100 percent sum of organization's IT headcount in the United States/Canada, Southern Europe, Central Europe, Western Europe, Australia, New Zealand, Eastern Europe, Nordic countries, Central/South America, East Asia, Southeast Asia, South Asia, China, Rus )*100
Contact Centers: ( 227.0320k/227.0320o )*100 104543 Southeast Asia contact center employees as a percentage of
total contact center employees
( Percentage of your organization's IT
headcount in Southeast Asia/100 percent sum of organization's IT headcount in the United States/Canada, Southern Europe, Central Europe, Western Europe, Australia, New Zealand, Eastern Europe, Nordic countries, Central/South America, East Asia, Southeast Asia, South Asia, China, Rus )*100
Contact Centers: ( 227.0320j/227.0320o )*100 104544 Southern Europe contact center employees as a percentage
of total contact center employees
( Percentage of your organization's IT
headcount in Southern Europe/100 percent sum of organization's IT headcount in the United States/Canada, Southern Europe, Central Europe, Western Europe, Australia, New Zealand, Eastern Europe, Nordic countries, Central/South America, East Asia, Southeast Asia, South Asia, China, Rus )*100
Contact Centers: ( 227.0320b/227.0320o )*100 104545 US contact center employees as a percentage of total
contact center employees
( Percentage of your organization's IT
headcount in the United States or Canada/100 percent sum of organization's IT headcount in the United States/Canada, Southern Europe, Central Europe, Western Europe, Australia, New Zealand, Eastern Europe, Nordic countries, Central/South America, East Asia, Southeast Asia, South Asia, China, Rus )*100
SUPPLEMENTAL INFORMATION (38 MEASURES)
104546 Western Europe contact center employees as a percentage of total contact center employees
( Percentage of your organization's IT
headcount in Western Europe/100 percent sum of organization's IT headcount in the United States/Canada, Southern Europe, Central Europe, Western Europe, Australia, New Zealand, Eastern Europe, Nordic countries, Central/South America, East Asia, Southeast Asia, South Asia, China, Rus )*100
PROCESS EFFICIENCY (1 MEASURES)
100729 First call resolution rate First call resolution rate
Manage Customer Service Transactions: 5.3071
COST EFFECTIVENESS (24 MEASURES)
102997 Personnel cost to perform the process "process accounts payable" per process FTE
((Total cost to perform the process "process accounts payable" * Percentage of total cost of the process "Process accounts payable" allocated to internal cost * Percentage of internal cost of the process "Process accounts payable" allocated to personnel cost) *.0001) / Number of FTEs who perform the process "process accounts payable"
Accounts Payable and Expense
Reimbursement: ((225.0300 * 225.0310a * 225.0320a) *.0001) / 225.0290
D
102850 Personnel cost to perform the process "Process expense reimbursements" per process FTE
(Total cost to perform the process "process expense reimbursements" * Percentage of total cost of the process "Process expense
reimbursements" allocated to internal cost * Percentage of internal cost of the process "Process expense reimbursements" allocated to personnel cost * .0001) / Number of FTEs who perform the process "process expense
reimbursements"
Accounts Payable and Expense
Reimbursement: (225.0670 * 225.0680a * 225.0690a * .0001) / 225.0660
D
103831 Total cost to perform the process "process accounts payable" per $1,000 revenue
Total cost to perform the process "process accounts payable" / (Total business entity revenue * 0.001)
Accounts Payable and Expense
Reimbursement: 225.0300 / (225.0040 * 0.001) D
103835 Total cost to perform the process "process accounts payable" per disbursement/payment
Total cost to perform the process "process accounts payable" / Total number of disbursements excluding T&E disbursements Accounts Payable and Expense
Reimbursement: 225.0300 / 225.0510
D
103838 Total cost to perform the process "Process accounts payable" per invoice line item processed
Total cost to perform the process "process accounts payable" / Number of invoice line items processed
Accounts Payable and Expense Reimbursement: 225.0300 / 225.0360
D
103863 Total cost to perform the process "process expense reimbursements" as a percentage of revenue
(Total cost to perform the process "process expense reimbursements" / Total business entity revenue ) * 100
Accounts Payable and Expense
Reimbursement: (225.0670 / 225.0040 ) * 100 D
COST EFFECTIVENESS (24 MEASURES)
103866 Total cost to perform the process "Process expense reimbursements" per $1,000 of T&E expenditures
Total cost to perform the process "process expense reimbursements" / (Total value of T&E expenditures * 0.001)
Accounts Payable and Expense
Reimbursement: 225.0670 / (225.0710 * 0.001) D
103869 Total cost to perform the process "Process expense reimbursements" per $1,000 revenue
Total cost to perform the process "process expense reimbursements" / (Total business entity revenue * 0.001)
Accounts Payable and Expense
Reimbursement: 225.0670 / (225.0040 * 0.001) D
103873 Total cost to perform the process "Process expense reimbursements" per T&E disbursement
Total cost to perform the process "process expense reimbursements" / Number of T&E disbursements
Accounts Payable and Expense Reimbursement: 225.0670 / 225.0780
D
103971 Total cost to perform the process group "process accounts payable and expense reimbursements" per $1,000 revenue
(Total cost to perform the process "process accounts payable" + Total cost to perform the process "process expense reimbursements") / (Total business entity revenue * 0.001) Accounts Payable and Expense
Reimbursement: (225.0300 + 225.0670) / (225.0040 * 0.001)
D
101580 Outsourced cost to perform the process "process accounts payable" per $1,000 revenue
(Percentage of total cost of the process "Process accounts payable" allocated to external cost * Total cost to perform the process "process accounts payable" / 100) / (Total business entity revenue * 0.001) Accounts Payable and Expense
Reimbursement: (225.0300b * 225.0300 / 100) / (225.0040 * 0.001)
101583 Outsourced cost to perform the process "process expense reimbursements" per $1,000 revenue
(Percentage of total cost of the process
"Process expense reimbursements" allocated to external cost * Total cost to perform the process "process expense reimbursements" / 100) / (Total business entity revenue * 0.001) Accounts Payable and Expense
Reimbursement: (225.0680b * 225.0670 / 100) / (225.0040 * 0.001)
COST EFFECTIVENESS (24 MEASURES)
103013 Personnel cost to perform process "Process expense reimbursements" per $1,000 revenue
(Total cost to perform the process "process expense reimbursements" * Percentage of total cost of the process "Process expense
reimbursements" allocated to internal cost * Percentage of internal cost of the process "Process expense reimbursements" allocated to personnel cost * .0001) / (Total business entity revenue * 0.001)
Accounts Payable and Expense
Reimbursement: (225.0670 * 225.0680a * 225.0690a * .0001) / (225.0040 * 0.001) 102999 Personnel cost to perform the process "Process accounts
payable" per $1,000 purchases
((Total cost to perform the process "process accounts payable" * Percentage of total cost of the process "Process accounts payable" allocated to internal cost * Percentage of internal cost of the process "Process accounts payable" allocated to personnel cost) *.0001) / (Value of all materials and services purchased * 0.001)
Accounts Payable and Expense
Reimbursement: ((225.0300 * 225.0310a * 225.0320a) *.0001) / (225.0340 * 0.001) 103001 Personnel cost to perform the process "Process accounts
payable" per $1,000 revenue
((Total cost to perform the process "process accounts payable" * Percentage of total cost of the process "Process accounts payable" allocated to internal cost * Percentage of internal cost of the process "Process accounts payable" allocated to personnel cost) *.0001) / (Total business entity revenue * 0.001)
Accounts Payable and Expense
Reimbursement: ((225.0300 * 225.0310a * 225.0320a) *.0001) / (225.0040 * 0.001) 103336 Systems cost to perform the process "Process accounts
payable" per $100,000 purchases
((Total cost to perform the process "process accounts payable" * Percentage of total cost of the process "Process accounts payable" allocated to internal cost * Percentage of internal cost of the process "Process accounts payable" allocated to systems cost) *.0001) / (Value of all materials and services purchased * 0.00001)
Accounts Payable and Expense
Reimbursement: ((225.0300 * 225.0310a * 225.0320b) *.0001) / (225.0340 * 0.00001)
COST EFFECTIVENESS (24 MEASURES)
103338 Systems cost to perform the process "Process accounts payable" per $100,000 revenue
((Total cost to perform the process "process accounts payable" * Percentage of total cost of the process "Process accounts payable" allocated to internal cost * Percentage of internal cost of the process "Process accounts payable" allocated to systems cost) *.0001) / (Total business entity revenue * 0.00001) Accounts Payable and Expense
Reimbursement: ((225.0300 * 225.0310a * 225.0320b) *.0001) / (225.0040 * 0.00001) 103345 Systems cost to perform the process "Process expense
reimbursements" per $100,000 revenue
(Total cost to perform the process "process expense reimbursements" * Percentage of total cost of the process "Process expense
reimbursements" allocated to internal cost * Percentage of internal cost of the process "Process expense reimbursements" allocated to systems cost * .0001) / (Total business entity revenue * 0.00001)
Accounts Payable and Expense
Reimbursement: (225.0670 * 225.0680a * 225.0690b * .0001) / (225.0040 * 0.00001) 103827 Total cost to perform the process "Process accounts payable"
per $1 billion revenue
Total cost to perform the process "process accounts payable" / (Total business entity revenue * 0.000000001)
Accounts Payable and Expense
Reimbursement: 225.0300 / (225.0040 * 0.000000001)
103828 Total cost to perform the process "Process accounts payable" per $1,000 purchases
Total cost to perform the process "process accounts payable" / (Value of all materials and services purchased * 0.001)
Accounts Payable and Expense
Reimbursement: 225.0300 / (225.0340 * 0.001) 103826 Total cost to perform the process "process accounts payable"
per process FTE
Total cost to perform the process "process accounts payable" / Number of FTEs who perform the process "process accounts payable" Accounts Payable and Expense
Reimbursement: 225.0300 / 225.0290 103865 Total cost to perform the process "process expense
reimbursements" per $1 billion revenue
Total cost to perform the process "process expense reimbursements" / (Total business entity revenue * 0.000000001)
Accounts Payable and Expense
Reimbursement: 225.0670 / (225.0040 * 0.000000001)
COST EFFECTIVENESS (24 MEASURES)
103864 Total cost to perform the process "process expense reimbursements" per process FTE
Total cost to perform the process "process expense reimbursements" / Number of FTEs who perform the process "process expense reimbursements"
Accounts Payable and Expense Reimbursement: 225.0670 / 225.0660 104204 Value of purchases (in millions) per "process accounts
payable" FTE
Value of all materials and services purchased / (Number of FTEs who perform the process "process accounts payable" * 1000000) Accounts Payable and Expense
Reimbursement: 225.0340 / (225.0290 * 1000000)
CYCLE TIME (3 MEASURES)
100575 Cycle time in days from receipt of invoice until payment is transmitted
Cycle time in calendar days from receipt of an invoice until payment is transmitted
Accounts Payable and Expense Reimbursement: 225.0490
D
100587 Cycle time in days to approve and schedule T&E reimbursements
Cycle time in calendar days from the receipt of an expense report to its approval and
scheduling for payment
Accounts Payable and Expense Reimbursement: 225.0800
D
100632 Cycle time in days to resolve an invoice error Cycle time in calendar days from discovering an invoice error to its resolution
Accounts Payable and Expense Reimbursement: 225.0500
PROCESS EFFICIENCY (10 MEASURES)
101944 Percentage of disbursements that are first time error free Percentage of disbursements that is processed error-free the first time
Accounts Payable and Expense Reimbursement: 225.0520
D
101995 Percentage of expense report exception line items (Number of expense report line items with exceptions / Expense report line items) * 100 Accounts Payable and Expense
Reimbursement: (225.0750 / 225.0740) * 100 D
102139 Percentage of invoice line items paid on time Percentage of invoice line items paid on time Accounts Payable and Expense
Reimbursement: 225.0420
PROCESS EFFICIENCY (10 MEASURES)
102146 Percentage of invoice line items received electronically Percentage of invoice line items received electronically
Accounts Payable and Expense Reimbursement: 225.0390
D
104301 Number of FTEs who perform the process "Process accounts payable" per $1 billion purchases
Number of FTEs who perform the process "process accounts payable" / (Value of all materials and services purchased * 0.000000001)
Accounts Payable and Expense
Reimbursement: 225.0290 / (225.0340 * 0.000000001)
101262 Number of FTEs who perform the process "Process expense reimbursements" per $1 million T&E expenditures
Number of FTEs who perform the process "process expense reimbursements" / (Total value of T&E expenditures * 0.000001) Accounts Payable and Expense
Reimbursement: 225.0660 / (225.0710 * 0.000001)
102136 Percentage of invoice line items matched with a purchase order
Percentage of invoice line items that is matched with a purchase order
Accounts Payable and Expense Reimbursement: 225.0430
102163 Percentage of invoices paid within the discount period (Number of invoices paid within discount period / Number of invoices processed) * 100.0
Accounts Payable and Expense
Reimbursement: (5.0280 / 5.0270) * 100.0 102164 Percentage of invoices which are manually keyed into the
financial system
Percentage of invoice line items that is entered into the financial system by manual keying Accounts Payable and Expense
Reimbursement: 225.0400a 102650 Percentage of total T&E expenditures made using cash
advances
(Total value of cash advances / Total value of T&E expenditures) * 100.0
Accounts Payable and Expense
Reimbursement: (72.0540 / 72.0430) * 100.0
STAFF PRODUCTIVITY (4 MEASURES)
100952 Number of expense report line items per FTE who performs the process "Process expense reimbursements"
Expense report line items / Number of FTEs who perform the process "process expense reimbursements"
Accounts Payable and Expense Reimbursement: 225.0740 / 225.0660
STAFF PRODUCTIVITY (4 MEASURES)
101283 Number of invoice line items processed per "process accounts payable" FTE
Number of invoice line items processed / Number of FTEs who perform the process "process accounts payable"
Accounts Payable and Expense Reimbursement: 225.0360 / 225.0290
D
101290 Number of invoices processed per "process accounts payable" FTE
Number of invoices processed / Number of FTEs who perform the process "process accounts payable"
Accounts Payable and Expense Reimbursement: 225.0350 / 225.0290
D
101419 Number of T&E disbursements per "process expense reimbursements" FTE
Number of T&E disbursements / Number of FTEs who perform the process "process expense reimbursements"
Accounts Payable and Expense Reimbursement: 225.0780 / 225.0660
D
SUPPLEMENTAL INFORMATION (4 MEASURES)
100955 Number of expense report line items per $1,000 T&E expenditure
Expense report line items / (Total value of T&E expenditures * 0.001)
Accounts Payable and Expense
Reimbursement: 225.0740 / (225.0710 * 0.001) 101285 Number of invoiced line items per $1,000 purchases Number of invoice line items processed /
(Value of all materials and services purchased * 0.001)
Accounts Payable and Expense
Reimbursement: 225.0360 / (225.0340 * 0.001) 102996 Personnel cost to perform the process "Process accounts
payable" as a percentage of total process cost
(Percentage of total cost of the process "Process accounts payable" allocated to internal cost * Percentage of internal cost of the process "Process accounts payable" allocated to personnel cost) *.01
Accounts Payable and Expense
Reimbursement: (225.0310a * 225.0320a) *.01 103335 Systems cost to perform the process "process accounts
payable" as a percentage of the total cost of the process
(Percentage of total cost of the process "Process accounts payable" allocated to internal cost * Percentage of internal cost of the process "Process accounts payable" allocated to systems cost) *.01
Accounts Payable and Expense
COST EFFECTIVENESS (22 MEASURES)
103005 Personnel cost to perform the process "process accounts receivable" per process FTE
(Percentage of internal costs of the process "process accounts receivable" allocated to personnel costs * Percentage of total cost of the process "process accounts receivable" allocated to internal costs * 0.0001 * Total cost to perform the process "process accounts receivable") / Number of FTEs who perform the process "process accounts receivable (AR)" Accounts Receivable: (219.0230a * 219.0220a * 0.0001 * 219.0210) / 219.0200
D
103712 Total cost to perform the process "manage and process adjustments/deductions" per $1,000 revenue
Total cost to perform the process "manage and process adjustments/deductions" / (Total business entity revenue * .001)
Accounts Receivable: 219.0650 / (219.0040 * .001)
D
103718 Total cost to perform the process "manage and process collections" per $1,000 revenue
Total cost to perform the process "manage and process collections" / (Total business entity revenue * .001)
Accounts Receivable: 219.0490 / (219.0040 * .001)
D
103846 Total cost to perform the process "process accounts receivable" per $1,000 revenue
Total cost to perform the process "process accounts receivable" / (Total business entity revenue * .001)
Accounts Receivable: 219.0210 / (219.0040 * .001)
D
103850 Total cost to perform the process "process accounts receivable" per customer receipt
Total cost to perform the process "process accounts receivable" / Number of receipts processed
Accounts Receivable: 219.0210 / 219.0370
D
101562 Outsourced cost to perform the process "manage and process adjustments/deductions" per $1,000 revenue
Outsourced cost to perform the process "manage and process adjustments/deductions" / (Total business entity revenue *.0010) Accounts Receivable: 87.0590e / (87.0050 *.0010)
101563 Outsourced cost to perform the process "manage and process collections" per $1,000 revenue
Outsourced cost to perform the process "manage and process collections" / (Total business entity revenue *.0010)
Accounts Receivable: 49.0390e / (49.0040 *.0010)
