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APQC is one of the world’s leading proponents of benchmarking, business research and performance improvement. Make best practices your practices.



 



Employee Development Best Practices: SAS Institute

Thu, 19 Apr 2018 15:52:36 +0000

SAS has an entrepreneurial culture centered on continuous employee development. Read about SAS' holistic approach to assessing development needs and the multiple development opportunities and pathways it provides to help employees continually grow in their careers. 




Measuring Diversity and Inclusion at Sodexo

Thu, 19 Apr 2018 14:45:50 +0000

Find out how Sodexo--a DiversityInc Top 50 Hall of Fame inductee (an honor bestowed to only six U.S. companies)--measures diversity and inclusion for its U.S. operations.

Based on an interview with Chad Johnson, a regional director of diversity and inclusion at Sodexo, this case study describes:

read more




Summary of Open Standards Benchmarking Measures: Logistics

Wed, 18 Apr 2018 05:00:00 +0000

The APQC Open Standards Benchmarking® measure list concisely displays all of the measures currently available for a specific survey. These measures are organized by research area, the survey name, and finally by category of measure. The list identifies each measure's "metric group ID" number, the measure name, the formula in English as APQC computes it, the formula in question numbers specific to this survey, and whether or not the measure is a key performance indicator for its associated process.

 




How to Start the HR Digitalization Journey

Tue, 17 Apr 2018 15:47:29 +0000

APQC hosted a webinar in March 2018 with Georg Lange, HR consultant, depicting how three organizations implemented a digital HR strategy, streamlined the HR function, and leveraged process automation, AI, and blockchain technology. This article summarizes the question-and-answer portion of the webinar with Lange and moderator Holly Lyke-Ho-Gland, APQC principal research lead for process and performance management. 




Setting Up a Robotic Process Automation Program: Arla Foods Case Study

Tue, 17 Apr 2018 15:19:46 +0000

In February 2018, APQC spoke with Claus Buus Søgaard about setting up a robotic process automation (RPA) program at Arla Foods. Søgaard is a Senior Project Manager at Arla Foods and has 18 years of experience at the organization. Arla Foods’ robotic process automation journey began in 2016, when the organization successfully implemented several tools for optimizing month-end procedures. These tools included workflow automations that were like RPA, which led the organization to explore potential options and vendors for RPA. 




How to Design and Launch Communities of Practice

Tue, 17 Apr 2018 05:00:00 +0000

This article outlines advice for starting a community of practice. The process starts with ensuring that the community has a specific purpose tied to business goals and creating a charter or similar document to specify community goals and responsibilities. The final stage is preparing and launching the community in a systematic way so that it is ready to provide value to members from day one. 




How to Promote Your Community of Practice and Engage Members

Tue, 17 Apr 2018 05:00:00 +0000

This article details how knowledge managers and community leaders can bolster community of practice  membership, help members build meaningful relationships, and encourage regular participation. 




Community of Practice Charter Template

Tue, 17 Apr 2018 05:00:00 +0000

The purpose of a charter is to clearly articulate the community’s role and how its activities align to the broader business strategy. This charter template is designed to help you articulate the purpose, objectives, and scope of a community of practice. The charter also outlines the resources required by the community, the measures that will be used to assess community performance, and critical success factors and barriers associated with the community mission and activities.

 




Worksheet to Gather Member Requirements for a Community of Practice

Tue, 17 Apr 2018 05:00:00 +0000

This worksheet allows community of practice designers to capture insights from potential future community members. By addressing the questions in the worksheet, designers can ensure that each community leverages existing resources, addresses urgent needs, and meets the expectations of the target audience.




Plan for Community of Practice Launch

Tue, 17 Apr 2018 05:00:00 +0000

The planning process for a community of practice (CoP) culminates in a launch when the community is rolled out to new and potential members and evaluated by high-level managers. The 22 questions in this planning tool can be used to ensure that a CoP is ready to be launched. 




Tips for Community of Practice Leaders

Tue, 17 Apr 2018 05:00:00 +0000

It is vital that a community of practice leader understand what is expected of him or her in the role. This tip sheet shares common expectations and advice from experienced community of practice leaders. 




Checklist to Evaluate Communities of Practice

Tue, 17 Apr 2018 05:00:00 +0000

This simple checklist can be used to evaluate a community of practice (CoP). APQC recommends using the list to assess CoP readiness prior to launch as well as to monitor existing CoPs and identify opportunities for improvement.  




Communities of Practice: KM Essentials (Webinar)

Tue, 17 Apr 2018 05:00:00 +0000

This webinar, part of APQC’s “KM Essentials” series, introduces communities of practice as a key knowledge management approach. APQC KM Principal Research Lead Lauren Trees and Executive Director of Client Solutions Cindy Hubert explain how communities of practice differ from other groups and the value they provide to both members and organizations. They also highlight five fundamentals of community development and management: strategic alignment, roles and responsibilities, knowledge sharing processes and approaches, promotion and engagement, and measurement.

read more




Communities of Practice: KM Essentials (Slides)

Tue, 17 Apr 2018 05:00:00 +0000

These slides are from a webinar, part of APQC’s “KM Essentials” series, that introduces communities of practice as a key knowledge management approach. APQC KM Principal Research Lead Lauren Trees and Executive Director of Client Solutions Cindy Hubert explain how communities of practice differ from other groups and the value they provide to both members and organizations. They also highlight five fundamentals of community development and management: strategic alignment, roles and responsibilities, knowledge sharing processes and approaches, promotion and engagement, and measurement.

read more




Evolving to a Best-in-class Finance Function at Maersk Line (Slides)

Thu, 12 Apr 2018 21:21:38 +0000

A growing number of organizations are streamlining and automating financial management processes to transform their finance function from one that merely reports on the past, to one that works with the business to plan for the future. On April 12, 2018, APQC and Head of Global Finance PMO at Maersk, Anders Liu-Lindberg, spoke about the company’s evolution to a best-in-class finance function, including:

read more




Evolving to a Best-in-class Finance Function at Maersk Line (Webinar)

Thu, 12 Apr 2018 21:11:44 +0000

A growing number of organizations are streamlining and automating financial management processes to transform their finance function from one that merely reports on the past, to one that works with the business to plan for the future. On April 12, 2018, APQC and Head of Global Finance PMO at Maersk, Anders Liu-Lindberg, spoke about the company’s evolution to a best-in-class finance function, including:

read more




Logistics Cross Industry Spotlight

Thu, 12 Apr 2018 13:22:21 +0000

APQC conducts ongoing research in logistics to help organizations assess their performance via the Open Standards Benchmarking® assessment in logistics.

This research details key logistics practices across industries related to strategy/structure, technology, and measurement and is based on the APQC Process Classification Framework® process group Manage logistics and warehousing (PCF 4.4). This process group is comprised of four processes: 

read more




Why the "Bottom Line" is Only Part of the Performance Management Story

Wed, 11 Apr 2018 20:54:06 +0000

Over the past two years, organizational performance management professionals have been quite consistent in what they consider to be priorities for their organizations. Establishing a performance culture, identifying the right mix of measures, and using performance measures consistently are perennial points of emphasis in the world of performance measurement. However, there is a new entrant in 2018 to performance management professionals’ collective priority list: incorporating more non-financial measures into their portfolios.

read more




2018 Financial Management Challenges (Infographic)

Tue, 10 Apr 2018 21:36:57 +0000

APQC's financial management research team conducted a survey in late 2017 to better understand the priorities and challenges that finance professionals expect to experience in 2018. This infographic summarizes the highlights from the survey related to finance priorities, anticipated trends, key challenges, and budget outlook.




Digital Business Automation with Clay Richardson

Tue, 10 Apr 2018 16:27:55 +0000

In March 2018, APQC spoke with Clay Richardson about trends and developments in robotic process automation (RPA), machine learning, and other emerging technologies. Clay Richardson is a thought leader on digital innovation, automation, and business process management. He is the co-founder and Chief Excelerator of Digital FastForward, a digital innovation accelerator that delivers strategic advisory and consulting on design thinking, technology innovation, and lean startup strategies.




Labor Remains the Largest Driver of AP Process Cost

Mon, 09 Apr 2018 05:00:00 +0000

Given the sheer scale of many large, global organizations, the metric Personnel cost to process accounts payable can help to focus managers on steps for cost reduction. In this article, learn what top and bottom performers currently spend on personnel as a percentage of total process cost.

 




How Prevalent Is Manual Invoice Processing?

Mon, 09 Apr 2018 05:00:00 +0000

A growing number of organizations are investigating the benefits of streamlining and automating accounts payable (AP) processes. The goals are not surprising: cost reduction, greater speed, and lower error rates. The pioneers, however, are out in front of the pack. They imagine new ways in which they can turbo-charge stakeholder satisfaction through novel benefits that customers will wonder how they ever lived without.

read more




Invoice Resolution Shouldn’t Take A Week

Mon, 09 Apr 2018 05:00:00 +0000

The adage “time is money” hits home for AP process managers. Speed in invoice error resolution is vital in this regard. It’s also a safe bet that managerial counterparts on the supplier side feel the same way. In this article, learn the Cycle time to resolve an invoice error for top and bottom performers, and how to improve upon this measure.

 




Competencies for Robotic Process Automation at a Financial Services Organization

Thu, 05 Apr 2018 20:10:31 +0000

This case study examines the robotic process automation (RPA) initiative at a multinational financial services organization that participated in the study anonymously. In February 2018, APQC spoke with the organization’s IT director about its RPA program.




Is Your Organization Ready to Share Knowledge? An APQC Diagnostic

Wed, 04 Apr 2018 05:00:00 +0000

This 33-question assessment is designed to help you evaluate your organization's readiness to embrace knowledge sharing and collaboration. The diagnostic focuses on existing policies, programs, and infrastructure as well as cultural attitudes likely to make your organization more or less receptive to knowledge-sharing initiatives.

read more




Process Managers' Priorities Evolve with the Times

Mon, 02 Apr 2018 14:54:09 +0000

When APQC surveyed process managers about what they expected to keep them up at night in 2017, the responses were varied, but a few trends emerged. One of those trends was an emphasis among organizations on improving the maturity of their process management practices. Fast forward 12 months and this priority, once shared by a quarter of process managers, now does not even breach the top five.

read more




Accounts Payable Industry Spotlight: Government/Military Industry

Sat, 31 Mar 2018 05:00:00 +0000

This presentation contains data from APQC’s Open Standards Benchmarking® Accounts Payable and Expense Reimbursement Benchmarking survey regarding practices and key drivers for the government/military industry, including process and data standards and governance and the use of enabling technologies.




Accounts Payable Industry Spotlight: Insurance Industry

Sat, 31 Mar 2018 05:00:00 +0000

This presentation contains data from APQC’s Open Standards Benchmarking® Accounts Payable and Expense Reimbursement Benchmarking survey regarding practices and key drivers for the insurance industry, including process and data standards and governance and the use of enabling technologies.




Accounts Payable Industry Spotlight: Media and Entertainment Industry

Sat, 31 Mar 2018 05:00:00 +0000

This presentation contains data from APQC’s Open Standards Benchmarking® Accounts Payable and Expense Reimbursement Benchmarking survey regarding practices and key drivers for the media and entertainment industry, including process and data standards and governance and the use of enabling technologies.




Accounts Payable Industry Spotlight: Petroleum/Chemical Industry

Sat, 31 Mar 2018 05:00:00 +0000

This presentation contains data from APQC’s Open Standards Benchmarking® Accounts Payable and Expense Reimbursement Benchmarking survey regarding practices and key drivers for the petroleum/chemical industry, including process and data standards and governance and the use of enabling technologies.




Accounts Payable Industry Spotlight: Pharmaceutical Products Industry

Sat, 31 Mar 2018 05:00:00 +0000

This presentation contains data from APQC’s Open Standards Benchmarking® Accounts Payable and Expense Reimbursement Benchmarking survey regarding practices and key drivers for the pharmaceutical industry, including process and data standards and governance and the use of enabling technologies.




2018 Supply Chain Management Priorities and Challenges: Petroleum/Chemical Spotlight

Sat, 31 Mar 2018 05:00:00 +0000

As part of a yearly survey, APQC ask organizations across the world about their biggest priorities and challenges they expect for 2018. Take a look at how organizations in the petroleum/chemical industry answered these questions to see if your organization is facing a similar outlook for the year.




2018 Supply Chain Management Priorities and Challenges: Retail and Wholesale Spotlight

Sat, 31 Mar 2018 05:00:00 +0000

As part of a yearly survey, APQC ask organizations across the world about their biggest priorities and challenges they expect for 2018. Take a look at how organizations in the retail and wholesale industry answered these questions to see if your organization is facing a similar outlook for the year.




Accounts Payable Industry Spotlight: Electronics Industry

Sat, 31 Mar 2018 05:00:00 +0000

This presentation contains data from APQC’s Open Standards Benchmarking® Accounts Payable and Expense Reimbursement Benchmarking survey regarding practices and key drivers for the electronics industry, including process and data standards and governance and the use of enabling technologies.




Accounts Payable Industry Spotlight: Financial Services/Banking Industry

Sat, 31 Mar 2018 05:00:00 +0000

This presentation contains data from APQC’s Open Standards Benchmarking® Accounts Payable and Expense Reimbursement Benchmarking survey regarding practices and key drivers for the financial services/banking industry, including process and data standards and governance and the use of enabling technologies.




Understanding the Power of Rolling Forecasts in Finance

Fri, 30 Mar 2018 21:20:59 +0000

In this panel Q&A summary, the expert panelists define rolling forecasts, how leaders can obtain buy-in, technological developments that support rolling forecasts, and the characteristics of organizations that implement them effectively. 




2018 Supply Chain Management Priorities and Challenges: Consumer Products/Packaged Goods Spotlight

Fri, 30 Mar 2018 21:12:37 +0000

As part of a yearly survey, APQC ask organizations across the world about their biggest priorities and challenges they expect for 2018. Take a look at how organizations in the consumer products and packaged goods industry answered these questions to see if your organization is facing a similar outlook for the year.




Structure Supplier Relationships Through a Maturity Pyramid: Company X Case Study

Fri, 30 Mar 2018 21:07:45 +0000

Learn how to manage suppliers from a leading personal care products manufacturer. Company X sells dozens of brands in a variety of markets. Its thousands of employees achieved promising sales growth in 2016. 

APQC interviewed the procurement team lead at one of the organization’s factories. This location produces multiple product lines for various brands and sub-brands, which translate to hundreds of SKUs. Company X maintains more than 50,000 SKUs across the enterprise.




Exploring Finance Process Automation Practices (PPT)

Fri, 30 Mar 2018 20:30:56 +0000

APQC’s recent “Exploring Process Automation” survey found that support functions, like finance and HR, are taking a keen interest in harnessing the promise of process automation in 2018. This view of the data reports the key benchmarks and practices for the subset of survey respondents who are leveraging process automation for finance in 2018.




Igniting Sustainability Change Through Intel's Supply Chain (Webinar)

Thu, 29 Mar 2018 19:28:37 +0000

In this on-demand recording of a March 2018 webinar, learn how companies are undertaking the daunting challenge of driving improved sustainability within their supply chains. Intel has been on the journey transforming its supply chain into a global model for responsible sourcing practices for well over a decade. Jocelyn Cascio from Intel shares insights illustrating how they have integrated sustainability and showcases how they achieved results. 

In this webinar learn about:

read more




Introduction to Knowledge Management: KM Essentials (Slides)

Thu, 29 Mar 2018 17:20:04 +0000

This introductory webinar, part of APQC’s “KM Essentials” series, outlines the basics of knowledge management. APQC KM Principal Research Lead Lauren Trees and Executive Director of Client Solutions Cindy Hubert start by defining knowledge management and explaining why organizations pursue it. They go on to describe common knowledge management approaches, roles and responsibilities associated with managing knowledge, and key enablers for getting started.

read more




Igniting Sustainability Change Through Intel's Supply Chain (Slides)

Thu, 29 Mar 2018 17:17:12 +0000

In this March 2018 webinar, learn how companies are undertaking the daunting challenge of driving improved sustainability within their supply chains. Intel has been on the journey transforming its supply chain into a global model for responsible sourcing practices for well over a decade. Jocelyn Cascio from Intel shares insights illustrating how they have integrated sustainability and showcases how they achieved results. 

In this webinar learn about:

read more




Introduction to Knowledge Management: KM Essentials (Webinar)

Thu, 29 Mar 2018 17:16:30 +0000

This introductory webinar, part of APQC’s “KM Essentials” series, outlines the basics of knowledge management. APQC KM Principal Research Lead Lauren Trees and Executive Director of Client Solutions Cindy Hubert start by defining knowledge management and explaining why organizations pursue it. They go on to describe common knowledge management approaches, roles and responsibilities associated with managing knowledge, and key enablers for getting started.

read more




Using KM to Deliver Self-Service Solutions at Cisco Systems

Thu, 29 Mar 2018 15:56:51 +0000

This case study describes how Cisco Systems Inc. implemented a knowledge base to deliver self-service solutions for technical, human resources, and facilities support.




Developing a Knowledge Strategy That Senior Leaders Can Get Behind

Thu, 29 Mar 2018 05:00:00 +0000

Every successful knowledge management program starts with a clear, focused strategy directed at issues of strategic importance to the business. This article explains how to develop the right strategy for your organization and then measure and adjust the strategy over time to ensure KM continues to provide value.




Reduce Scrap and Rework Costs

Wed, 28 Mar 2018 22:29:16 +0000

Scrap and rework is an important metric to track in manufacturing. Use this document to compare your organization's performance against over 750 other organizations world-wide using APQC's Open Standards Benchmarking data in manufacturing. Because the cost of this scrap material does not add value to the organization, it gets included in the calculation for the total cost of quality, or poor quality. 




2018 Priorities in Supply Chain Management Overview

Wed, 28 Mar 2018 22:20:48 +0000

Organizations reveal supply chain planning is the most critical supply chain concern in 2018 in APQC's annual Supply Chain Management Priorities and Challenges research. The top priorities fall into more strategic supply chain functions versus the execution-style elements of logistics and manufacturing.

For a full copy of the report, click here.




Pick-to-Ship Cycle Time in Hours

Tue, 27 Mar 2018 15:22:31 +0000

Take a look at pick-to-ship cycle times, a Key Performance Indicator in logistics, to ensure that practices at your organization will keep you running ahead of the competition using data from APQC's Open Standards Benchmarkingread more




Getting Started with Content Management, Curation, and Findability

Mon, 26 Mar 2018 23:04:35 +0000

Content management is a structured process to store, deliver, and facilitate access to enterprise content. It includes both curation (creating the right content and putting it in front of the right people) and findability (making it easy to locate needed content on demand). This article explains the components of effective content management, strategies for improvement, essential best practices, and tips to get started.

This is an introductory article, but includes links to more detailed information and guidance.




Getting Started with Knowledge Retention and Transfer

Mon, 26 Mar 2018 22:46:18 +0000

This article describes the basics of knowledge retention and transfer. You will learn about the four main types of knowledge transfer, how to select the right approach for your organization, some essential best practices, and the first steps in launching a knowledge transfer initiative.

This is an introductory article, but includes links to more detailed information and guidance.




Robotic Process Automation in Accounts Payable

Mon, 26 Mar 2018 18:05:32 +0000

One of the commonly-suggested target areas for robotic process automation (RPA) within finance is accounts payable (AP). AP proves a good match based on its transactional, high-volume, repeatable processes and tasks. This article outlines how organizations are implementing RPA for accounts payable and which process/activities they are targeting to leverage this technology, the benefits for RPA in AP, and two examples in action. 




Cycle Time to Perform the Monthly Close

Mon, 26 Mar 2018 15:33:19 +0000

APQC's perspective on updated metric data from APQC's Open Standards Research related to Cycle Time to Perform the Monthly Close.




How to Start the HR Digitalization Journey (Slides)

Mon, 26 Mar 2018 15:13:38 +0000

From a March 2018 webinar hear how Georg Lange and Syngenta implemented a digital HR strategy, streamlined the HR function, and leveraged process automation, AI, and blockchain technology. 

read more




Setting Up a Robotic Process Automation Program: Bank A

Mon, 26 Mar 2018 14:45:05 +0000

This case study explores Bank A’s RPA journey from its initial pilot program to the development of its governance model, selection process, and development methodology. At the end of 2017, Bank A’s RPA had generated 150 percent ROI for RPA overall.




Accounts Payable Industry Spotlight: Distribution/Transportation Industry

Mon, 26 Mar 2018 14:41:25 +0000

This presentation contains data from APQC’s Open Standards Benchmarking® Accounts Payable and Expense Reimbursement Benchmarking survey regarding practices and key drivers for the distribution and transportation industry, including process and data standards and governance and the use of enabling technologies.




Accounts Payable Industry Spotlight: Cross Industry

Mon, 26 Mar 2018 14:32:55 +0000

This presentation contains data from APQC’s Open Standards Benchmarking® Accounts Payable and Expense Reimbursement Benchmarking survey regarding practices and key drivers for the cross industry, including process and data standards and governance and the use of enabling technologies.




Accounts Payable Industry Spotlight: Consumer Products Industry

Mon, 26 Mar 2018 14:14:53 +0000

This presentation contains data from APQC’s Open Standards Benchmarking® Accounts Payable and Expense Reimbursement Benchmarking survey regarding practices and key drivers for the consumer products industry, including process and data standards and governance and the use of enabling technologies.




Accounts Payable Industry Spotlight: Automotive Industry

Mon, 26 Mar 2018 14:13:24 +0000

This presentation contains data from APQC’s Open Standards Benchmarking® Accounts Payable and Expense Reimbursement Benchmarking survey regarding practices and key drivers for the automotive industry, including process and data standards and governance and the use of enabling technologies.




Accounts Payable Industry Spotlight: Aerospace Industry

Mon, 26 Mar 2018 14:11:18 +0000

This presentation contains data from APQC’s Open Standards Benchmarking® Accounts Payable and Expense Reimbursement Benchmarking survey regarding practices and key drivers for the aerospace industry, including process and data standards and governance and the use of enabling technologies.




Getting Started with Communities and Cross-Boundary Collaboration

Mon, 26 Mar 2018 05:00:00 +0000

After explaining the benefits of collaboration across traditional organizational boundaries, this article focuses on the basics of two collaboration structures: communities of practice and enterprise social networks. You’ll learn what these groups are, how to decide if they are right for your organization, some essential best practices, and the first steps in launching a new community or network.




Identifying and Prioritizing Critical Knowledge

Mon, 26 Mar 2018 05:00:00 +0000

This article explains how to identify critical and at-risk knowledge that should be captured or transferred as part of your knowledge management initiative. You will learn best practices for pinpointing job roles, topics, and knowledge needs that are important to your organization along with techniques to prioritize competing knowledge needs.

This is an introductory article, but includes links to more detailed information and guidance.




Exploring KM Benchmarks and Metrics (Community Call)

Fri, 23 Mar 2018 15:54:09 +0000

In this webinar, APQC Executive Director Cindy Hubert and KM Principal Research Lead Lauren Trees explore benchmarks for KM reporting, staffing and roles, costs, and measurement. They also highlight drivers of effectiveness and best practices associated with healthy KM programs based on APQC's metric research.

Click here to view the slides.

 




Exploring KM Benchmarks and Metrics (Slides)

Fri, 23 Mar 2018 15:47:38 +0000

In this webinar, APQC Executive Director Cindy Hubert and KM Principal Research Lead Lauren Trees explore benchmarks for KM reporting, staffing and roles, costs, and measurement. They also highlight drivers of effectiveness and best practices associated with healthy KM programs based on APQC's metric research.

Click here to view a recording of this community call.

 




How to Start the HR Digitalization Journey (Webinar)

Fri, 23 Mar 2018 15:10:59 +0000

From a March 2018 webinar hear how Georg Lange and Syngenta implemented a digital HR strategy, streamlined the HR function, and leveraged process automation, AI, and blockchain technology. 

read more




Knowledge Management at Abbott Laboratories: Implementing KM Approaches That Work for Engineers

Thu, 22 Mar 2018 22:06:18 +0000

Find out how healthcare leader Abbott Laboratories developed a successful knowledge management program in its engineering group. This summary outlines Abbott’s approach to KM and the successful initiatives it has developed:

  1. a centralized portal for information and experts,
  2. topical communities of practice,
  3. a knowledge transfer mentoring program, and
  4. a call center to connect people with the knowledge they need.

 




Built to Last: What Metrics Tell Us About Developing Sustainable KM Programs (Executive Summary)

Wed, 21 Mar 2018 23:38:35 +0000

Learn what makes KM programs tick, including eight best practices to help you build and maintain a KM program that leaders value and employees want to participate in. This executive summary outlines research findings based on analysis of quantitative benchmarking data from 319 validated KM programs.

Click here to download the full report.




Built to Last: What Metrics Tell Us About Developing Sustainable KM Programs (Report)

Wed, 21 Mar 2018 23:32:00 +0000

Learn what makes KM programs tick, including eight best practices to help you build and maintain a KM program that leaders value and employees want to participate in. This report is based on analysis of quantitative benchmarking data from 319 validated KM programs.

Click here to view the executive summary.




How Optimized HR Shared Services Organizations Are Different (Infographic)

Tue, 20 Mar 2018 22:06:20 +0000

Optimized HR shared services organizations realize substantially better results. Find out how much more efficient and effective they are. Then, see which standout practices they use to achieve superior results.

This infographic features results from the fifth cycle of the APQC and ScottMadden HR Shared Services Benchmarking study. Optimized HR shared services organizations were identified by ScottMadden as those with top-quartile performance across a mix of KPIs.




The Current State of HR Shared Services (Infographic)

Tue, 20 Mar 2018 19:50:22 +0000

Peak inside the current practices and performance outcomes of today’s HR shared services organizations. This infographic highlights current trends in HR shared services governance, structure, staffing, and work processes. It also reveals how HR shared services organizations are performing in terms of cost, efficiency, productivity, and effectiveness. 

Practice and performance data featured are from the fifth cycle of the APQC and ScottMadden HR Shared Services Benchmarking study.




Robotic Process Automation Trends and Development with Dell-EMC's Tilak Banerjee

Fri, 16 Mar 2018 16:27:39 +0000

Tilak Banerjee is an international thought leader on shared services and process automation. He currently serves as a Director at Dell-EMC and has twenty years of experience with shared services, finance and business process outsourcing. A Six Sigma-certified professional, Banerjee has worked with clients from a variety of industries to deliver innovative solutions to business challenges. In February 2018, APQC spoke with Tilak Banerjee about trends and developments in robotic process automation (RPA).




Process Management Paradigm Shift

Fri, 16 Mar 2018 14:47:52 +0000

Competencies in Lean, Six Sigma, or business process management are no longer enough for process teams to support their organizations’ needs. Accelerated changes in the business environment brought on by demands for agility, customer-centricity, and the adoption of advanced technologies mean process management risks losing its relevancy. In a recent survey on process and performance management priorities, we found that an overwhelming majority of process practitioners feel that to stay relevant process management needs to take a hard look at its capabilities.

read more




Knowledge Management Expert Stan Garfield Talks About the Latest KM Trends (Podcast)

Thu, 15 Mar 2018 22:02:35 +0000

Large-scale trends like digital transformation, cognitive computing, and Agile are affecting how knowledge managers accomplish their goals and how their work is perceived. In this podcast, APQC KM Principal Research Lead Lauren Trees interviews community manager, author, and speaker Stan Garfield about the top 10 trends in KM, with a special focus on the evolution of community management and the value of Working Out Loud.




Knowledge Management Frequently Asked Questions

Thu, 15 Mar 2018 21:39:11 +0000

This frequently asked questions (FAQ) guide answers questions that APQC hears most often related to knowledge management. Some questions are geared toward beginners who are just learning about the discipline and its potential. Others are questions organizations commonly have as they design, build, adapt, and evolve their KM capabilities.




2018 Process Challenges and Skillset Gaps: Comparison by Team Longevity

Tue, 13 Mar 2018 17:53:06 +0000

There is an unequal perception of effectiveness among process management teams, based on how long the teams have been in place. Intuitively, teams with a longer career should feel that their efforts are more effective, if for no other reason than they have supported their organizations longer. However, this gap in effectiveness elicits a couple of questions:

  1. Do these two groups face different challenges?

  2. What are the skills necessary to nurture long-term effectiveness?

read more




Process Frameworks: Faster Process Automation Without Sacrificing Stability

Tue, 13 Mar 2018 17:36:45 +0000

Couple the expanded potential with the growing accessibility and maturity of RPA technologies and RPA is quickly becoming a staple of the process management toolbox.  APQC found that though the opportunities seem unlimited and RPA is often viewed as the latest technological “silver bullet,” organizations struggle with effectively implementing it.

This article looks at the common challenges of automation efforts and how process frameworks addresses the need to execute automation efforts quickly without sacrificing sustainability.




2018 Supply Chain Management Priorities, Challenges, and Tips

Tue, 13 Mar 2018 15:49:06 +0000

In this whitepaper, learn the results from APQC's fourth annual supply chain priorities research. Gain insight into the top areas of focus and challenges for supply chain management practitioners in 2018, as well as trends and changes coming for supply chain in the next three years. Key takeaways include quick tips for improving performance in the different parts of the supply chain.




Blueprint for Success: Procurement - Overview

Tue, 13 Mar 2018 05:00:00 +0000

APQC's Blueprint for Success: Procurement can help organizations looking to achieve best-practice performance levels in procurement. This report overview discusses key sections of the report:

read more




Embracing Robotic Process Automation (RPA) for Finance

Fri, 09 Mar 2018 18:28:20 +0000

This article explores how RPA is used in finance, recent trends, company examples, and the business case for implementation.




HR Shared Services Organizations Survey Summary Report

Thu, 08 Mar 2018 22:00:24 +0000

Find out what superior HR shared services performance looks like in terms of cost, efficiency, productivity, and effectiveness metrics. Learn the common practices used by HR shared services centers today and see which ones are drivers of superior performance. This report is based on the fifth cycle of the ScottMadden and APQC HR Shared Services Benchmarking study. It features information on 212 HR shared services organizations.




Example AP Process Map and RACI

Thu, 08 Mar 2018 20:48:00 +0000

Process mapping and RACI charting are important process improvement tools for accounts payable, and finance more generally speaking. This document presents an example, simple process map for paying vendor invoices within accounts payable, and associated RACI chart, and can serve as a reference point for those seeking to get started with accounts payable process mapping. 




Integrating Process Frameworks with Certification Standards at Seagate Technology

Thu, 08 Mar 2018 19:36:34 +0000

In April 2017, APQC interviewed Gary Amendola, senior staff quality engineer, and Ted Ellefson, managing principal engineer, about integrating process frameworks and certification standards at Seagate. In January 2018, APQC interviewed Amendola as well as quality manager John Keogh about updates and additional details on this integration. This case study details Seagate's integration efforts.




Sales and Marketing Utility Industry Spotlight

Thu, 08 Mar 2018 15:50:54 +0000

Prepared using APQC’s Open Standards Benchmarking® data in Sales and Marketing, this presentation highlights sales and marketing key qualitative performance indicator (KPI) benchmarks for organizations in the utility industry.




Sales and Marketing Telecommunication Industry Spotlight

Thu, 08 Mar 2018 15:50:10 +0000

Prepared using APQC’s Open Standards Benchmarking® data in Sales and Marketing, this presentation highlights sales and marketing key qualitative performance indicator (KPI) benchmarks for organizations in the telecommunication industry.




Sales and Marketing Services Industry Spotlight

Thu, 08 Mar 2018 15:49:40 +0000

Prepared using APQC’s Open Standards Benchmarking® data in Sales and Marketing, this presentation highlights sales and marketing key qualitative performance indicator (KPI) benchmarks for organizations in the services industry.




Sales and Marketing Retail and Wholesale Industry Spotlight

Thu, 08 Mar 2018 15:49:14 +0000

Prepared using APQC’s Open Standards Benchmarking® data in Sales and Marketing, this presentation highlights sales and marketing key qualitative performance indicator (KPI) benchmarks for organizations in the retail and wholesale industry.




Sales and Marketing Pharmaceutical Spotlight

Thu, 08 Mar 2018 15:48:49 +0000

Prepared using APQC’s Open Standards Benchmarking® data in Sales and Marketing, this presentation highlights sales and marketing key qualitative performance indicator (KPI) benchmarks for organizations in the pharmaceutical industry.




Sales and Marketing Media and Entertainment Industry Spotlight

Thu, 08 Mar 2018 15:48:25 +0000

Prepared using APQC’s Open Standards Benchmarking® data in Sales and Marketing, this presentation highlights sales and marketing key qualitative performance indicator (KPI) benchmarks for organizations in the media and entertainment industry.




Sales and Marketing Insurance Industry Spotlight

Thu, 08 Mar 2018 15:47:58 +0000

Prepared using APQC’s Open Standards Benchmarking® data in Sales and Marketing, this presentation highlights sales and marketing key qualitative performance indicator (KPI) benchmarks for organizations in the insurance industry.




Sales and Marketing Healthcare Industry Spotlight

Thu, 08 Mar 2018 15:47:29 +0000

Prepared using APQC’s Open Standards Benchmarking® data in Sales and Marketing, this presentation highlights sales and marketing key qualitative performance indicator (KPI) benchmarks for organizations in the healthcare industry.




Sales and Marketing Government/Military Industry Spotlight

Thu, 08 Mar 2018 15:47:00 +0000

Prepared using APQC’s Open Standards Benchmarking® data in Sales and Marketing, this presentation highlights sales and marketing key qualitative performance indicator (KPI) benchmarks for organizations in the government/military industry.




Sales and Marketing Financial Services/Banking Industry Spotlight

Thu, 08 Mar 2018 15:46:25 +0000

Prepared using APQC’s Open Standards Benchmarking® data in Sales and Marketing, this presentation highlights sales and marketing key qualitative performance indicator (KPI) benchmarks for organizations in the financial services/banking industry.




Sales and Marketing Electronics Industry Spotlight

Thu, 08 Mar 2018 15:46:00 +0000

Prepared using APQC’s Open Standards Benchmarking® data in Sales and Marketing, this presentation highlights sales and marketing key qualitative performance indicator (KPI) benchmarks for organizations in the electronics industry.




Sales and Marketing Distribution/Transportation Industry Spotlight

Thu, 08 Mar 2018 15:45:37 +0000

Prepared using APQC’s Open Standards Benchmarking® data in Sales and Marketing, this presentation highlights sales and marketing key qualitative performance indicator (KPI) benchmarks for organizations in the distribution/transportation industry.




Sales and Marketing Consumer Products/Packaged Goods Industry Spotlight

Thu, 08 Mar 2018 15:45:08 +0000

Prepared using APQC’s Open Standards Benchmarking® data in Sales and Marketing, this presentation highlights sales and marketing key qualitative performance indicator (KPI) benchmarks for organizations in the consumer products/packaged goods industry.




Sales and Marketing Automotive Industry Spotlight

Thu, 08 Mar 2018 15:44:43 +0000

Prepared using APQC’s Open Standards Benchmarking® data in Sales and Marketing, this presentation highlights sales and marketing key qualitative performance indicator (KPI) benchmarks for organizations in the automotive industry.




Sales and Marketing Cross-Industry Spotlight

Thu, 08 Mar 2018 15:44:17 +0000

Prepared using APQC’s Open Standards Benchmarking® data in Sales and Marketing, this presentation highlights sales and marketing key qualitative performance indicator (KPI) benchmarks for organizations across industries.




Knowledge Management Glossary

Thu, 08 Mar 2018 06:00:00 +0000

This glossary provides definitions for key knowledge management (KM) terminology, as well as links to relevant contextual content and examples from APQC's Knowledge Base.




Cycle Time in Hours to Enter Invoice Data into the System

Wed, 07 Mar 2018 19:36:38 +0000

A growing number of organizations are investigating the benefits of streamlining and automating accounts payable (AP) processes. The goals are not surprising: cost reduction, greater speed, and lower error rates. The pioneers, however, are out in front of the pack. They imagine new ways in which they can turbo-charge stakeholder satisfaction through novel benefits that customers will wonder how they ever lived without.

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How Many AP Employees Are Needed?

Wed, 07 Mar 2018 19:32:57 +0000

The importance of tightly managing AP labor productivity is clear when viewed in terms of its effect on the overall costs of financial management. In this article, learn how many invoice line items are processed per AP FTE for top and bottom performers, and how to improve upon this measure.

 




Boost AP Employee Capacity and Get A “Trickle Up” Effect

Wed, 07 Mar 2018 19:25:15 +0000

The importance of tightly managing AP labor productivity is clear when viewed in terms of its effect on the overall costs of financial management. In this article, learn how many invoice line items are processed per AP FTE for top and bottom performers, and how to improve upon this measure.