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ABOUT APQC's OPEN STANDARDS BENCHMARKING MEASURE LIST
The APQC Open Standards Benchmarking measure list concisely lists all of the measures currently available 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.
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
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)
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
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)
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
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"
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)
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
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
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)
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
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
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)
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
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
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
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
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)
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
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
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)
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
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
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
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)
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
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"
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
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
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
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
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
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
103146 Response time for inbound requests coming from fax Average actual response time in minutes for contacts received through facsimile
Contact Centers: 227.0600b
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
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
CONTACT CENTERS (CC)CONTACT CENTERS (153 MEASURES)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
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
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
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)
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)
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
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
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
CONTACT CENTERS (CC)CONTACT CENTERS (153 MEASURES)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
CONTACT CENTERS (CC)CONTACT CENTERS (153 MEASURES)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 (CC)CONTACT CENTERS (153 MEASURES)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
CONTACT CENTERS (CC)CONTACT CENTERS (153 MEASURES)SUPPLEMENTAL INFORMATION (38 MEASURES)
102099 Inbound contacts related to technical support as a percentage 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 (CC)CONTACT CENTERS (153 MEASURES)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 (CC)CONTACT CENTERS (153 MEASURES)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
CONTACT CENTERS (CC)CONTACT CENTERS (153 MEASURES)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
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"
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"
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)
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)
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
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)
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)
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)
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)
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)
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)
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)
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)
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)
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
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
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
SUPPLEMENTAL INFORMATION (4 MEASURES)100955 Number of expense report line items per $1,000 T&E
expenditureExpense 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 Reimbursement: (225.0310a * 225.0320b) *.01
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)"
101581 Outsourced cost to perform the process "process accounts receivable (AR)" per $1,000 revenue
Outsourced cost to perform the process "process accounts receivable (AR)" / (Total business entity revenue *.0010)
Accounts Receivable: 49.0150e / (49.0040 *.0010)
102937 Personnel cost to perform the process "manage and process adjustments/deductions" per $1,000 revenue
(Percentage of internal costs of the process "manage and process adjustments/deductions" allocated to personnel cost * Percentage of total cost of the process "manage and process adjustments/deductions" allocated to internal costs * 0.0001 * Total cost to perform the process "manage and process adjustments/deductions") / (Total business entity revenue * .001)
102940 Personnel cost to perform the process "manage and process collections" per $1,000 revenue
(Percentage of internal costs of the process "manage and process collections" allocated to personnel cost * Percentage of total cost of the process "manage and process collections" allocated to internal costs * 0.0001 * Total cost to perform the process "manage and process collections") / (Total business entity revenue * .001)
103007 Personnel cost to perform the process "process accounts receivable" per $1,000 revenue
(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") / (Total business entity revenue * .001)
103291 Systems cost to perform the process "manage and process adjustments/deductions" per $100,000 revenue
(Percentage of internal cost of the process "Manage and process adjustments/deductions" allocated to systems costs * Percentage of total cost of the process "manage and process adjustments/deductions" allocated to internal costs * 0.0001 * Total cost to perform the process "manage and process adjustments/deductions") / (Total business entity revenue * .00001)
103293 Systems cost to perform the process "manage and process collections" per $100,000 revenue
(Percentage of internal cost of the process "Manage and process collections" allocated to systems costs * Percentage of total cost of the process "manage and process collections" allocated to internal costs * 0.0001 * Total cost to perform the process "manage and process collections") / (Total business entity revenue * .00001)
103341 Systems cost to perform the process "process accounts receivable" per $100,000 revenue
(Percentage of internal cost of the process "Process accounts receivable (AR)" allocated to systems 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") / (Total business entity revenue * .00001)
103844 Total cost to perform the process "process accounts receivable" per process FTE
Total cost to perform the process "process accounts receivable" / Number of FTEs who perform the process "process accounts receivable (AR)"
Accounts Receivable: 219.0210 / 219.0200
CYCLE TIME (2 MEASURES)100581 Cycle time in days from transmission of invoice to receipt of
paymentCycle time in calendar days from invoicing a customer to the receipt of payment
Accounts Receivable: 219.0250
100628 Cycle time in days to resolve adjustments Cycle time in calendar days from identifying an adjustment to fully resolving and reflecting it in the accounting records
102286 Percentage of manual receipts (Number of receipts processed that are received manually / Number of receipts processed) * 100.0
Accounts Receivable: (49.0290d / 49.0260) * 100.0
101758 Percentage of total receipts that are processed error free the first time
(Number of receipts processed error-free first time / Number of receipts processed) * 100
Accounts Receivable: (219.0380 / 219.0370) * 100
101656 Outstanding payment days as a proportion of standard payment days
Average days sales outstanding in accounts receivable / Standard payment terms in calendar days for accounts receivable
Accounts Receivable: 219.0260 / 219.0430
102152 Percentage of invoice line items paid in full the first time (Number of billed/invoiced line items that are paid in full the first time / Number of line items billed/invoiced) * 100
Accounts Receivable: (219.0330 / 219.0290) * 100
102155 Percentage of invoice line items that are adjusted by the customer prior to payment
(Number of billed/invoiced line items that are adjusted prior to paying / Number of line items billed/invoiced) * 100
Accounts Receivable: (219.0320 / 219.0290) * 100
102463 Percentage of receipts automatically matched to open items in the accounts receivable sub ledger
(Number of receipts that are automatically matched to open items in the accounts receivable sub ledger / Number of receipts processed) * 100
Accounts Receivable: (219.0390 / 219.0370) * 100
101950 Percentage of receipts received electronically or automatically
Percentage of receipts received electronically or automatically
Accounts Receivable: 219.0400
104166 Total uncollectable balances as a percentage of revenue (Total value of uncollectable balances / Total business entity revenue) * 100
101395 Number of receipts processed per "process accounts receivable" FTE
Number of receipts processed / Number of FTEs who perform the process "process accounts receivable (AR)"
Accounts Receivable: 219.0370 / 219.0200
104115 Number of active customers managed annually per "manage and process collections" FTE
Number of active customers in business entity's customer master file / Number of FTEs who perform the process "manage and process collections"
Accounts Receivable: 219.0530 / 219.0480
100880 Number of adjustments and deductions per "manage and process adjustments/deductions" FTE
Number of adjustments/deductions / Number of FTEs who perform the process "manage and process adjustments/deductions"
Accounts Receivable: 219.0700 / 219.0640
100904 Number of customer accounts per "process accounts receivable" FTE
Number of customers in the customer master file / Number of FTEs who perform the process "process accounts receivable (AR)"
Accounts Receivable: 219.0410 / 219.0200
100796 Number of invoices per "manage and process collections" FTE Number of invoices billed to customer/Number of FTEs who perform the process "manage and process collections"
Accounts Receivable: 87.0270/87.0450
100797 Number of invoices per "process accounts receivable" FTE Number of invoices billed to customer/Number of FTEs who perform the process "process accounts receivable (AR)"
Accounts Receivable: 87.0270/87.0210
SUPPLEMENTAL INFORMATION (3 MEASURES)101278 Number of invoice line items per receipt Number of line items billed/invoiced / Number
of receipts processed
Accounts Receivable: 219.0290 / 219.0370
103004 Personnel cost to perform the process "process accounts receivable" as a percentage of the total cost for the process
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 * 0.01
FINANCIAL MANAGEMENT (FM)ACCOUNTS RECEIVABLE (41 MEASURES)SUPPLEMENTAL INFORMATION (3 MEASURES)
103340 Systems cost to perform the process "process accounts receivable" as a percentage of the total cost of the process
Percentage of internal cost of the process "Process accounts receivable (AR)" allocated to systems costs * Percentage of total cost of the process "process accounts receivable" allocated to internal costs * 0.01
103702 Total cost to perform the process "invoice customer" per $1,000 revenue
Total cost to perform the process "invoice customer" / (Total business entity revenue * .001)
Customer Credit and Invoicing: 218.0440 / (218.0040 * .001)
103706 Total cost to perform the process "invoice customer" per invoice line item processed
Total cost to perform the process "invoice customer" / Number of line items billed/invoiced
Customer Credit and Invoicing: 218.0440 / 218.0520
103709 Total cost to perform the process "invoice customer" per invoice processed
Total cost to perform the process "invoice customer" / Number of invoices billed to customer
Customer Credit and Invoicing: 218.0440 / 218.0480
103859 Total cost to perform the process "process customer credit" per $1,000 revenue
Total cost to perform the process "process customer credit" / (Total business entity revenue * .001)
Customer Credit and Invoicing: 218.0210 / (218.0040 * .001)
101561 Outsourced cost to perform the process "invoice customer" per $1,000 revenue
Outsourced cost to perform the process "invoice customer" / (Total business entity revenue *.0010)
Customer Credit and Invoicing: 88.0410e / (88.0050 *.0010)
101582 Outsourced cost to perform the process "process customer credit" per $1,000 revenue
Outsourced cost to perform the process "process customer credit" / (Total business entity revenue *.0010)
Customer Credit and Invoicing: 88.0220e / (88.0050 *.0010)
102933 Personnel cost to perform the process "invoice customer" per $1,000 revenue
(Percentage of total cost of the process "invoice customer" allocated to internal costs * Percentage of internal costs of the process "invoice customer" allocated to personnel cost * 0.0001 * Total cost to perform the process "invoice customer") / (Total business entity revenue * 0.001)
103010 Personnel cost to perform the process "process customer credit" per $1,000 revenue
(Percentage of total cost of the process "process customer credit" allocated to internal costs * Percentage of internal costs of the process "process customer credit" allocated to personnel cost * 0.0001 * Total cost to perform the process "process customer credit") / (Total business entity revenue * 0.001)
103289 Systems cost to perform the process "invoice customer" per $100,000 revenue
(Percentage of total cost of the process "invoice customer" allocated to internal costs * Percentage of internal cost of the process "Invoice customer" allocated to systems costs * 0.0001 * Total cost to perform the process "invoice customer") / (Total business entity revenue * 0.00001)
103343 Systems cost to perform the process "process customer credit" per $100,000 revenue
(Percentage of total cost of the process "process customer credit" allocated to internal costs * Percentage of internal cost of the process "Process customer credit" allocated to systems costs * 0.0001 * Total cost to perform the process "process customer credit") / (Total business entity revenue * 0.00001)
101287 Number of invoices processed per "invoice customer" FTE Number of invoices billed to customer / Number of FTEs who perform the process "invoice customer"
Customer Credit and Invoicing: 218.0480 / 218.0430
100878 Number of active customers per "process customer credit" FTE
Number of active customers in business entity's customer master file / Number of FTEs who perform the process "process customer credit"
Customer Credit and Invoicing: 218.0300 / 218.0200
100902 Number of credit reviews per "process customer credit" FTE Credit reviews performed at account level by credit staff / Number of FTEs who perform the process "process customer credit"
Customer Credit and Invoicing: 218.0310 / 218.0200
SUPPLEMENTAL INFORMATION (4 MEASURES)100230 Average number of line items per invoice Number of line items billed/invoiced / Number
of invoices billed to customer
Customer Credit and Invoicing: 218.0520 / 218.0480
100387 Average value per line item billed Total value of line items billed/invoiced / Number of line items billed/invoiced
Customer Credit and Invoicing: 218.0530 / 218.0520
101870 Percentage of billed/invoiced line items offering a discount (Number of invoice line items billed/invoiced that offer a discount / Number of line items billed/invoiced) * 100
Customer Credit and Invoicing: (218.0580 / 218.0520) * 100
102157 Percentage of invoice line items that are denominated in a foreign currency
(Number of line items billed/invoiced in a foreign currency / Number of line items billed/invoiced) * 100
Customer Credit and Invoicing: (218.0570 / 218.0520) * 100
101666 Overhead cost of the finance function per $100,000 revenue Overhead cost to perform the function "manage financial resources" / (Total business entity revenue * .00001)
104464 Selling, general, and administrative (SGA) costs as a percentage of business entity revenue
(Total SG&A costs/Total business entity revenue)*100
Finance Organization: (208.0200/208.0190)*100
103221 Systems cost of the finance function per $100,000 revenue Systems cost to perform the function "manage financial resources" / (Total business entity revenue * .00001)
FINANCIAL MANAGEMENT (FM)FINANCE ORGANIZATION (100 MEASURES)CYCLE TIME (6 MEASURES)
100152 Cycle time in business days to process the payroll Cycle time in business days to process payroll from HR/benefits system cut-off to payroll transmit date
Finance Organization: 208.0520
100154 Cycle time in days from receipt of invoice until approved and scheduled for payment
Cycle time in calendar days from the receipt of an invoice to its approval and scheduling
Finance Organization: 208.045
100160 Cycle time in days to complete the annual budget Cycle time in days to complete the budget
Finance Organization: 208.0460
100178 Days sales outstanding Average days sales outstanding in accounts receivable
Finance Organization: 208.0430
100171 Cycle time in hours to initiate, approve, and dispatch a wire transfer
Cycle time in hours to initiate, approve, and dispatch a wire transfer
Finance Organization: 76.0270
100175 Cycle time in hours to reconcile a single bank account Cycle time in days to reconcile a single bank account from bank account statement receipt through ending book balance reconciliation
Finance Organization: 208.0550
PROCESS EFFICIENCY (33 MEASURES)100959 Number of finance function FTEs per $1 billion revenue Number of FTEs who perform the function
"manage financial resources" / (Total business entity revenue * .000000001)
101078 Number of FTEs for the order to invoice cycle per $1 billion revenue
(Number of FTEs who perform the process "manage sales orders" + Number of FTEs who perform the process "process customer credit" + Number of FTEs who perform the process "invoice customer") / (Total business entity revenue * 0.000000001)
101095 Number of FTEs for the process group "process accounts payable and expense reimbursements" per $1 billion revenue
(Number of FTEs who perform the process "process accounts payable" + Number of FTEs who perform the process "process expense reimbursements") / (Total business entity revenue * .000000001)
101042 Number of FTEs for the processes "manage and process accounts receivable", "manage and process collections", and "manage and process adjustments/deductions" per $1 billion revenue
(Number of FTEs who perform the process "process accounts receivable (AR)" + Number of FTEs who perform the process "manage and process collections" + Number of FTEs who perform the process "manage and process adjustments/deductions") / (Total business entity revenue * .000000001)
101172 Number of FTEs that perform the process group "perform planning and management accounting" per $1 billion revenue
(Number of FTEs who perform the process "perform planning/budgeting/forecasting" + Number of FTEs who perform the processes "perform cost accounting and control" and "perform cost management" + Number of FTEs who perform the process "evaluate and manage financial performance") / (Total business entity revenue * .000000001)
101089 Number of FTEs that perform the processes "perform cost accounting and control" and "perform cost management" per $1 billion revenue
Number of FTEs who perform the processes "perform cost accounting and control" and "perform cost management" / (Total business entity revenue * .000000001)
100981 Number of FTEs who perform the process group "Perform general accounting and reporting" (excluding fixed assets) per $1 billion revenue
(Number of FTEs who perform the process "manage policies and procedures" (general accounting and reporting) + Number of FTEs who perform the process "perform general accounting" + Number of FTEs who perform the process "perform financial reporting") / (Total business entity revenue * .000000001)
100897 Number of clerical FTEs involved in F&A operations as a percentage of total finance function FTEs
(Number of FTEs who perform the function "manage financial resources" perform clerical operations / Number of FTEs who perform the function "manage financial resources") * 100.0
Finance Organization: (2.0033a / 2.0033d) * 100.0
101079 Number of FTEs for other non-defined finance processes per $1 billion revenue
Number of FTEs who perform other non-defined financial processes / (Total business entity revenue * 0.000000001)
101161 Number of FTEs for the process group "manage fixed-asset project accounting" per $1 billion revenue
(Number of FTEs who perform the process "perform capital planning and project approval" + Number of FTEs who perform the process "perform capital project accounting") / (Total business entity revenue * .000000001)
101163 Number of FTEs that perform the process group "manage internal controls" per $1 billion revenue
(Number of FTEs who perform the process "establish internal controls, policies, and procedures" + Number of FTEs who perform the process "operate controls and monitor compliance with internal controls policies and procedures" + Number of FTEs who perform the process "report on internal controls compliance") / (Total business entity revenue * .000000001)
101162 Number of FTEs to perform the fixed assets cycle per $1 billion revenue
(Number of FTEs who perform the process "perform fixed-asset accounting" + Number of FTEs who perform the process "perform capital planning and project approval" + Number of FTEs who perform the process "perform capital project accounting") / (Total business entity revenue * .000000001)
101054 Number of FTEs who perform the process "Manage financial policies and procedures" per $1 billion revenue
Number of FTEs who perform the process "manage policies and procedures" (general accounting and reporting) / (Total business entity revenue * .000000001)
101333 Number of management FTEs involved in finance function operations as a percentage of total finance function FTEs
(Number of FTEs who perform the function "manage financial resources" perform management operations / Number of FTEs who perform the function "manage financial resources") * 100.0
Finance Organization: (2.0033b / 2.0033d) * 100.0
101390 Number of professional FTEs involved in finance function operations as a percentage of total finance function FTEs
(Number of FTEs who perform the function "manage financial resources" perform professional operations / Number of FTEs who perform the function "manage financial resources") * 100.0
Finance Organization: (2.0033c / 2.0033d) * 100.0
102064 Percentage of finance function FTEs to total number of employees within the business entity
(Number of FTEs who perform the function "manage financial resources" / Number of business entity employees) * 100
SUPPLEMENTAL INFORMATION (53 MEASURES)101463 Other cost of the finance function as a percentage of the
total cost of the finance function(Costs other than personnel, systems, overhead, and outsourced to perform the function "manage financial resources" / Total finance function cost) * 100
FINANCIAL MANAGEMENT (FM)FINANCE ORGANIZATION (100 MEASURES)SUPPLEMENTAL INFORMATION (53 MEASURES)
102217 Percentage of finance function IT costs allocated to controls and risk management
Percentage of IT cost to perform the function "manage financial resources" allocated to controls and risk management
Finance Organization: 2.0037b
102218 Percentage of finance function IT costs allocated to decision support
Percentage of IT cost to perform the function "manage financial resources" allocated to decision support
Finance Organization: 2.0037c
102219 Percentage of finance function IT costs allocated to management activities
Percentage of IT cost to perform the function "manage financial resources" allocated to management
Finance Organization: 2.0037d
102220 Percentage of finance function IT costs allocated to transaction processing
Percentage of IT cost to perform the function "manage financial resources" allocated to transaction processing
Finance Organization: 2.0037a
102680 Percentage of finance function time allocated to control Percentage of time of FTEs that perform the function "manage financial resources" spend on control
Finance Organization: 208.0330b
102683 Percentage of finance function time allocated to control in three years
Percentage of time that the function "manage financial resources" will spend on control in three years
Finance Organization: 74.0090b
102684 Percentage of finance function time allocated to decision support
Percentage of time of FTEs that perform the function "manage financial resources" spend on decision support
Finance Organization: 208.0330c
102687 Percentage of finance function time allocated to decision support in three years
Percentage of time that the function "manage financial resources" will spend on decision support in three years
Finance Organization: 74.0090c
102688 Percentage of finance function time allocated to management activities
Percentage of time of FTEs that perform the function "manage financial resources" spend on management activities
102040 Percentage of total finance function FTEs allocated to the fixed assets cycle
((Number of FTEs who perform the process "perform fixed-asset accounting" + Number of FTEs who perform the process "perform capital planning and project approval" + Number of FTEs who perform the process "perform capital project accounting") / Number of FTEs who perform the function "manage financial resources") * 100
102006 Percentage of total finance function FTEs allocated to the process "establish internal controls, policies, and procedures"
(Number of FTEs who perform the process "establish internal controls, policies, and procedures" / Number of FTEs who perform the function "manage financial resources") * 100
102009 Percentage of total finance function FTEs allocated to the process "evaluate and manage financial performance"
(Number of FTEs who perform the process "evaluate and manage financial performance" / Number of FTEs who perform the function "manage financial resources") * 100
102012 Percentage of total finance function FTEs allocated to the process "manage and process adjustments/deductions"
(Number of FTEs who perform the process "manage and process adjustments/deductions" / Number of FTEs who perform the function "manage financial resources") * 100
102015 Percentage of total finance function FTEs allocated to the process "manage policies and procedures"
(Number of FTEs who perform the process "manage policies and procedures" (general accounting and reporting) / Number of FTEs who perform the function "manage financial resources") * 100
102016 Percentage of total finance function FTEs allocated to the process "operate controls and monitor compliance with internal controls policies and procedures"
(Number of FTEs who perform the process "operate controls and monitor compliance with internal controls policies and procedures" / Number of FTEs who perform the function "manage financial resources") * 100
102019 Percentage of total finance function FTEs allocated to the process "perform capital planning and project approval"
(Number of FTEs who perform the process "perform capital planning and project approval" / Number of FTEs who perform the function "manage financial resources") * 100
FINANCIAL MANAGEMENT (FM)FINANCE ORGANIZATION (100 MEASURES)SUPPLEMENTAL INFORMATION (53 MEASURES)
102020 Percentage of total finance function FTEs allocated to the process "perform capital project accounting"
(Number of FTEs who perform the process "perform capital project accounting" / Number of FTEs who perform the function "manage financial resources") * 100
102027 Percentage of total finance function FTEs allocated to the process "perform planning/ budgeting/ forecasting"
(Number of FTEs who perform the process "perform planning/budgeting/forecasting" / Number of FTEs who perform the function "manage financial resources") * 100
102033 Percentage of total finance function FTEs allocated to the process "process accounts receivable (AR)"
(Number of FTEs who perform the process "process accounts receivable (AR)" / Number of FTEs who perform the function "manage financial resources") * 100
102036 Percentage of total finance function FTEs allocated to the process "report on internal controls compliance"
(Number of FTEs who perform the process "report on internal controls compliance" / Number of FTEs who perform the function "manage financial resources") * 100
102039 Percentage of total finance function FTEs allocated to the process group "manage fixed asset project accounting"
((Number of FTEs who perform the process "perform capital planning and project approval"+ Number of FTEs who perform the process "perform capital project accounting") / Number of FTEs who perform the function "manage financial resources") * 100
FINANCIAL MANAGEMENT (FM)FINANCE ORGANIZATION (100 MEASURES)SUPPLEMENTAL INFORMATION (53 MEASURES)
102041 Percentage of total finance function FTEs allocated to the process group "manage internal controls"
((Number of FTEs who perform the process "establish internal controls, policies, and procedures" + Number of FTEs who perform the process "operate controls and monitor compliance with internal controls policies and procedures" + Number of FTEs who perform the process "report on internal controls compliance") / Number of FTEs who perform the function "manage financial resources") * 100
102045 Percentage of total finance function FTEs allocated to the process group "manage treasury operations"
(Number of FTEs who perform the process group "manage treasury operations" / Number of FTEs who perform the function "manage financial resources") * 100
102018 Percentage of total finance function FTEs allocated to the process group "perform accounts payable and expense reimbursements"
((Number of FTEs who perform the process "process accounts payable" + Number of FTEs who perform the process "process expense reimbursements") / Number of FTEs who perform the function "manage financial resources") * 100
102048 Percentage of total finance function FTEs allocated to the process group "perform general accounting and reporting" (excluding fixed asset accounting)
((Number of FTEs who perform the process "manage policies and procedures" (general accounting and reporting) + Number of FTEs who perform the process "perform general accounting" + Number of FTEs who perform the process "perform financial reporting") / Number of FTEs who perform the function "manage financial resources") * 100
FINANCIAL MANAGEMENT (FM)FINANCE ORGANIZATION (100 MEASURES)SUPPLEMENTAL INFORMATION (53 MEASURES)
102050 Percentage of total finance function FTEs allocated to the process group "perform planning and management accounting"
((Number of FTEs who perform the process "perform planning/budgeting/forecasting" + Number of FTEs who perform the processes "perform cost accounting and control" and "perform cost management" + Number of FTEs who perform the process "evaluate and manage financial performance") / Number of FTEs who perform the function "manage financial resources") * 100
102057 Percentage of total finance function FTEs allocated to the process group "process payroll"
((Number of FTEs who perform the process "report time" + Number of FTEs who perform the process "manage pay" + Number of FTEs who perform the process "process payroll taxes") / Number of FTEs who perform the function "manage financial resources") * 100
102017 Percentage of total finance function FTEs allocated to the processes "manage sales orders", "process customer credit", and "invoice customer"
((Number of FTEs who perform the process "manage sales orders" + Number of FTEs who perform the process "process customer credit" + Number of FTEs who perform the process "invoice customer") / Number of FTEs who perform the function "manage financial resources") * 100
102059 Percentage of total finance function FTEs allocated to the processes "perform cost accounting and control" and "perform cost management"
(Number of FTEs who perform the processes "perform cost accounting and control" and "perform cost management" / Number of FTEs who perform the function "manage financial resources") * 100
102011 Percentage of total finance function FTEs allocated to the processes "process accounts receivable (AR)," "manage and process collections," and "manage and process adjustments/deductions"
((Number of FTEs who perform the process "process accounts receivable (AR)" + Number of FTEs who perform the process "manage and process collections" + Number of FTEs who perform the process "manage and process adjustments/deductions") / Number of FTEs who perform the function "manage financial resources") * 100
103223 Systems cost of the fixed assets cycle per $100,000 revenue (Systems cost to perform the process "perform capital planning and project approval" + Systems cost to perform the process "perform capital project accounting" + Systems cost to perform the process "perform fixed asset accounting") / (Total business entity revenue * 0.000010)
103546 Total cost to perform the fixed assets cycle as percentage of revenue
((Total cost to perform the process "perform capital planning and project approval" + Total cost to perform the process "perform capital project accounting" + Total cost to perform the process "perform fixed asset accounting") / Total business entity revenue) * 100.0
103547 Total cost to perform the fixed assets cycle per $1 billion revenue
(Total cost to perform the process "perform capital planning and project approval" + Total cost to perform the process "perform capital project accounting" + Total cost to perform the process "perform fixed asset accounting") / (Total business entity revenue * 0.000000001)
100456 Total cost to perform the fixed assets cycle per $1,000 revenue
(Total cost to perform the process "perform capital planning and project approval" + Total cost to perform the process "perform capital project accounting" + Total cost to perform the process "perform fixed asset accounting") / (Total business entity revenue * 0.0010)
104468 Total cost to perform the fixed assets cycle per cycle FTE (Total cost to perform the process "perform capital planning and project approval"+Total cost to perform the process "perform capital project accounting"+Total cost to perform the process "perform fixed asset accounting")/(Number of FTEs who perform the process "perform capital planning and project approval"+Number of FTEs who perform the process "perform capital project accounting"+Number of FTEs who perform the process "perform fixed-asset accounting")
103549 Total cost to perform the fixed assets cycle per fixed assets cycle FTE
(Total cost to perform the process "perform capital planning and project approval" + Total cost to perform the process "perform capital project accounting" + Total cost to perform the process "perform fixed asset accounting") / (Number of FTEs who perform the process "perform capital planning and project approval" + Number of FTEs who perform the process "perform capital project accounting" + Number of FTEs who perform the process "perform fixed-asset accounting")
101902 Percentage of capital projects budgeted and approved in the capital expenditure plan
((Number of capital projects approved in the past 12 months - Approved and non-budgeted capital projects) / Number of capital projects approved in the past 12 months) * 100.0
101903 Percentage of capital projects completed on time Percentage of capital projects completed on time
Fixed Asset Accounting: 12.0430
STAFF PRODUCTIVITY (2 MEASURES)100964 Number of fixed assets managed per "perform fixed asset
accounting" FTENumber of fixed assets managed / Number of FTEs who perform the process "perform fixed-asset accounting"
Fixed Asset Accounting: 12.0590 / 12.0490
101329 Number of journal entry line items for fixed asset transactions per fixed asset accounting FTE
Number of journal entry line items processed to record fixed asset transactions / Number of FTEs who perform the process "perform fixed-asset accounting"
Fixed Asset Accounting: 12.0560 / 12.0490
SUPPLEMENTAL INFORMATION (2 MEASURES)100733 Fixed asset transactions resulting from physical inventories
as a percentage of total fixed asset transactions(Number of fixed asset transactions from physical inventories / Number of fixed asset transactions) * 100.0
103059 Personnel cost to perform the process "perform general accounting" per process FTE
(Total cost to perform the process "perform general accounting" * Percentage of total cost of the process "Perform general accounting" allocated to internal cost * Percentage of internal cost of the process "Perform general accounting" allocated to personnel cost * .0001) / Number of FTEs who perform the process "perform general accounting"
General Accounting and Reporting: (226.0430 * 226.0440a * 226.0450a * .0001) / 226.0420
103973 Total cost to perform the process "Manage financial policies and procedures" per $1,000 revenue
Total cost to perform the process "manage policies and procedures" / (Total business entity revenue * 0.001)
General Accounting and Reporting: 226.0310 / (226.0160 * 0.001)
103984 Total cost to perform the process "Perform financial reporting" per $1,000 revenue
Total cost to perform the process "perform financial reporting" / (Total business entity revenue * 0.001)
General Accounting and Reporting: 226.0730 / (226.0160 * 0.001)
103976 Total cost to perform the process "perform general accounting" per $1,000 revenue
Total cost to perform the process "perform general accounting" / (Total business entity revenue * 0.001)
General Accounting and Reporting: 226.0430 / (226.0160 * 0.001)
103980 Total cost to perform the process "perform general accounting" per journal entry line item
Total cost to perform the process "perform general accounting" / Number of journal entry line items processed
General Accounting and Reporting: 226.0430 / 226.0480
103551 Total cost to perform the process group "Perform general accounting and reporting" (excluding fixed assets) as a percentage of revenue
((Total cost to perform the process "manage policies and procedures" + Total cost to perform the process "perform general accounting" + Total cost to perform the process "perform financial reporting") / Total business entity revenue) * 100
General Accounting and Reporting: ((226.0310 + 226.0430 + 226.0730) / 226.0160) * 100
103550 Total cost to perform the process group "Perform general accounting and reporting" (excluding fixed assets) per $1,000 revenue
(Total cost to perform the process "manage policies and procedures" + Total cost to perform the process "perform general accounting" + Total cost to perform the process "perform financial reporting") / (Total business entity revenue * 0.001)
General Accounting and Reporting: (226.0310 + 226.0430 + 226.0730) / (226.0160 * 0.001)
101593 Outsourced cost to perform the process "manage policies and procedures" per $1,000 revenue
Outsourced cost to perform the process "manage policies and procedures" / (Total business entity revenue *.0010)
General Accounting and Reporting: 70.0140e / (70.0050 *.0010)
101599 Outsourced cost to perform the process "perform financial reporting" per $1,000 revenue
Outsourced cost to perform the process "perform financial reporting" / (Total business entity revenue *.0010)
General Accounting and Reporting: 70.0460e / (70.0050 *.0010)
101596 Outsourced cost to perform the process "perform general accounting" per $1,000 revenue
Outsourced cost to perform the process "perform general accounting" / (Total business entity revenue *.0010)
General Accounting and Reporting: 3.030e / (3.010 *.0010)
103055 Personnel cost to perform the process "Manage financial policies and procedures" per $1,000 revenue
(Total cost to perform the process "manage policies and procedures" * Percentage of total cost of the process "Manage policies and procedures" allocated to internal cost * Percentage of internal cost of the process "Manage policies and procedures" allocated to personnel cost * .0001) / (Total business entity revenue * 0.001)
General Accounting and Reporting: (226.0310 * 226.0320a * 226.0330a * .0001) / (226.0160 * 0.001)
104845 Personnel cost to perform the process "Manage policies and procedures" per process FTE
(Total cost to perform the process "manage policies and procedures" * Percentage of total cost of the process "Manage policies and procedures" allocated to internal cost * Percentage of internal cost of the process "Manage policies and procedures" allocated to personnel cost * .0001) / Number of FTEs who perform the process "manage policies and procedures" (general accounting and reporting)
General Accounting and Reporting: (226.0310 * 226.0320a * 226.0330a * .0001) / 226.0300
102993 Personnel cost to perform the process "perform capital project accounting" per $1,000 revenue
Personnel cost to perform the process "perform capital project accounting" / (Total business entity revenue * 0.001)
General Accounting and Reporting: 226.0830 / (226.0160 * 0.001)
103061 Personnel cost to perform the process "perform financial reporting" per $1,000 revenue
(Total cost to perform the process "perform financial reporting" * Percentage of total cost of the process "Perform financial reporting" allocated to internal cost * Percentage of internal cost of the process "Perform financial reporting" allocated to personnel cost * .0001) / (Total business entity revenue * 0.001)
General Accounting and Reporting: (226.0730 * 226.0740a * 226.0750a * .0001) / (226.0160 * 0.001)
104851 Personnel cost to perform the process "Perform financial reporting" per process FTE
(Total cost to perform the process "perform financial reporting" * Percentage of total cost of the process "Perform financial reporting" allocated to internal cost * Percentage of internal cost of the process "Perform financial reporting" allocated to personnel cost * .0001) / Number of FTEs who perform the process "perform financial reporting"
General Accounting and Reporting: (226.0730 * 226.0740a * 226.0750a * .0001) / 226.0720
102986 Personnel cost to perform the process "Perform fixed-asset accounting" per $1,000 revenue
Personnel cost to perform the process "perform fixed asset accounting" / (Total business entity revenue * 0.001)
General Accounting and Reporting: 226.0870 / (226.0160 * 0.001)
104848 Personnel cost to perform the process "Perform fixed-asset accounting" per process FTE
Personnel cost to perform the process "perform fixed asset accounting" / Number of FTEs who perform the process "perform fixed-asset accounting"
General Accounting and Reporting: 226.0870 / 226.0860
103056 Personnel cost to perform the process "perform general accounting" per $1,000 revenue
(Total cost to perform the process "perform general accounting" * Percentage of total cost of the process "Perform general accounting" allocated to internal cost * Percentage of internal cost of the process "Perform general accounting" allocated to personnel cost * .0001) / (Total business entity revenue * 0.001)
General Accounting and Reporting: (226.0430 * 226.0440a * 226.0450a * .0001) / (226.0160 * 0.001)
104842 Personnel cost to perform the process group "Perform general accounting and reporting" per $1,000 revenue
((Total cost to perform the process "manage policies and procedures" * Percentage of total cost of the process "Manage policies and procedures" allocated to internal cost * Percentage of internal cost of the process "Manage policies and procedures" allocated to personnel cost * .0001) + (Total cost to perform the process "perform general accounting" * Percentage of total cost of the process "Perform general accounting" allocated to internal cost * Percentage of internal cost of the process "Perform general accounting" allocated to personnel cost * .0001) + Personnel cost to perform the process "perform fixed asset accounting" + (Total cost to perform the process "perform financial reporting" * Percentage of total cost of the process "Perform financial reporting" allocated to internal cost * Percentage of internal cost of the process "Perform financial reporting" allocated to personnel cost * .0001)) / (Total business entity revenue * .001)
104841 Personnel cost to perform the process group "Perform general accounting and reporting" per process group FTE
((Total cost to perform the process "manage policies and procedures" * Percentage of total cost of the process "Manage policies and procedures" allocated to internal cost * Percentage of internal cost of the process "Manage policies and procedures" allocated to personnel cost * .0001) + (Total cost to perform the process "perform general accounting" * Percentage of total cost of the process "Perform general accounting" allocated to internal cost * Percentage of internal cost of the process "Perform general accounting" allocated to personnel cost * .0001) + Personnel cost to perform the process "perform fixed asset accounting" + (Total cost to perform the process "perform financial reporting" * Percentage of total cost of the process "Perform financial reporting" allocated to internal cost * Percentage of internal cost of the process "Perform financial reporting" allocated to personnel cost * .0001)) / (Number of FTEs who perform the process "manage policies and procedures" (general accounting and reporting) + Number of FTEs who perform the process "perform general accounting" + Number of FTEs who perform the process "perform fixed-asset accounting" + Number of FTEs who perform the process "perform financial reporting")
103380 Systems cost to perform the process "Manage financial policies and procedures" per $100,000 revenue
(Total cost to perform the process "manage policies and procedures" * Percentage of total cost of the process "Manage policies and procedures" allocated to internal cost * Percentage of internal cost of the process "Manage policies and procedures" allocated to systems cost * .0001) / (Total business entity revenue * 0.00001)
General Accounting and Reporting: (226.0310 * 226.0320a * 226.0330b * .0001) / (226.0160 * 0.00001)
103383 Systems cost to perform the process "Perform financial reporting" per $100,000 revenue
(Total cost to perform the process "perform financial reporting" * Percentage of total cost of the process "Perform financial reporting" allocated to internal cost * Percentage of internal cost of the process "Perform financial reporting" allocated to systems cost * .0001) / (Total business entity revenue * 0.00001)
General Accounting and Reporting: (226.0730 * 226.0740a * 226.0750b * .0001) / (226.0160 * 0.00001)
103381 Systems cost to perform the process "perform general accounting" per $100,000 revenue
(Total cost to perform the process "perform general accounting" * Percentage of total cost of the process "Perform general accounting" allocated to internal cost * Percentage of internal cost of the process "Perform general accounting" allocated to systems cost * .0001) / (Total business entity revenue * 0.00001)
General Accounting and Reporting: (226.0430 * 226.0440a * 226.0450b * .0001) / (226.0160 * 0.00001)
104844 Total cost to perform the process "Manage policies and procedures" per process FTE
Total cost to perform the process "manage policies and procedures" / Number of FTEs who perform the process "manage policies and procedures" (general accounting and reporting)
General Accounting and Reporting: 226.0310 / 226.0300
104469 Total cost to perform the process "perform financial reporting" per process FTE
Total cost to perform the process "perform financial reporting" / Number of FTEs who perform the process "perform financial reporting"
General Accounting and Reporting: 226.0730 / 226.0720
103983 Total cost to perform the process "Perform general accounting" per process FTE
Total cost to perform the process "perform general accounting" / Number of FTEs who perform the process "perform general accounting"
General Accounting and Reporting: 226.0430 / 226.0420
103552 Total cost to perform the process group "Perform general accounting and reporting" (excluding fixed assets) per $1 billion revenue
(Total cost to perform the process "manage policies and procedures" + Total cost to perform the process "perform general accounting" + Total cost to perform the process "perform financial reporting") / (Total business entity revenue * .000000001)
General Accounting and Reporting: (226.0310 + 226.0430 + 226.0730) / (226.0160 * .000000001)
103554 Total cost to perform the process group "Perform general accounting and reporting" (excluding fixed assets) per process group FTE
(Total cost to perform the process "manage policies and procedures" + Total cost to perform the process "perform general accounting" + Total cost to perform the process "perform financial reporting") / (Number of FTEs who perform the process "manage policies and procedures" (general accounting and reporting) + Number of FTEs who perform the process "perform general accounting" + Number of FTEs who perform the process "perform financial reporting")
General Accounting and Reporting: (226.0310 + 226.0430 + 226.0730) / (226.0300 + 226.0420 + 226.0720)
CYCLE TIME (8 MEASURES)100597 Cycle time in calendar days from producing monthly flash
reports to completing the monthly consolidated financial statements
Cycle time in calendar days from producing monthly flash reports and completing the monthly consolidated financial statements
General Accounting and Reporting: 226.0560
100555 Cycle time in days between completion of quarterly consolidated financial statements and the release of earnings
Cycle time in days between completion of quarterly consolidated financial statements and the release of earnings
General Accounting and Reporting: 226.0770
100594 Cycle time in days from producing annual flash reports to completing consolidated annual financial statements
Cycle time in calendar days from producing flash reports and completing the consolidated financial statements
General Accounting and Reporting: 226.0570
100162 Cycle time in days to complete the monthly consolidated financial statements
Cycle time in days to between running the business entity monthly trial balance and monthly consolidated financial statements
FINANCIAL MANAGEMENT (FM)GENERAL ACCOUNTING AND REPORTING (51 MEASURES)CYCLE TIME (8 MEASURES)
100613 Cycle time in days to perform annual close at the site level Cycle time in calendar days between running trial balance to completing the consolidated financial statements
General Accounting and Reporting: 226.0550
100552 Cycle time in days between completion of annual consolidated financial statements and the release of earnings
Cycle time in days between completion of consolidated financial statements and the release of earnings
General Accounting and Reporting: 226.0780
100591 Cycle time in days to capitalize a fixed asset purchase Cycle time in calendar days to capitalize a fixed asset purchase
General Accounting and Reporting: 226.0900
100625 Cycle time in days to produce period-end management reports
Cycle time in calendar days from running the initial trial balance to completing the period-end management report
General Accounting and Reporting: 226.0580
PROCESS EFFICIENCY (6 MEASURES)101090 Number of FTEs who perform the process "Perform financial
reporting" per $1 billion revenueNumber of FTEs who perform the process "perform financial reporting" / (Total business entity revenue * 0.000000001)
General Accounting and Reporting: 226.0720 / (226.0160 * 0.000000001)
101091 Number of FTEs who perform the process "Perform fixed-asset accounting" per $1 billion revenue
Number of FTEs who perform the process "perform fixed-asset accounting" / (Total business entity revenue * 0.000000001)
General Accounting and Reporting: 226.0860 / (226.0160 * 0.000000001)
104843 Number of FTEs who perform the process group "Perform general accounting and reporting" per $1 billion revenue
(Number of FTEs who perform the process "manage policies and procedures" (general accounting and reporting) + Number of FTEs who perform the process "perform general accounting" + Number of FTEs who perform the process "perform fixed-asset accounting" + Number of FTEs who perform the process "perform financial reporting") / (Total business entity revenue * .000000001)
General Accounting and Reporting: (226.0300 + 226.0420 + 226.0860 + 226.0720) / (226.0160 * .000000001)
101765 Percentage of journal entry line items processed error free the first time
Percentage of journal entry line items processed error free the first time
100848 Manual journal entry line item percentage Percentage of journal entry line items from a manual recurring source + Percentage of journal entry line items from a manual non-recurring source
General Accounting and Reporting: 226.0500c + 226.0500d
101088 Number of FTEs who perform the process "Perform capital project accounting" per $1 billion revenue
Number of FTEs who perform the process "perform capital project accounting" / (Total business entity revenue * 0.000000001)
General Accounting and Reporting: 226.0820 / (226.0160 * 0.000000001)
STAFF PRODUCTIVITY (3 MEASURES)100875 Number of accounts per FTE who performs the process
"Perform general accounting"Number of accounts in the chart of accounts / Number of FTEs who perform the process "perform general accounting"
General Accounting and Reporting: 226.0470 / 226.0420
101330 Number of journal entry line items per FTE who performs the process "Perform general accounting"
Number of journal entry line items processed / Number of FTEs who perform the process "perform general accounting"
General Accounting and Reporting: 226.0480 / 226.0420
100965 Number of fixed assets transactions per FTE who performs the process "Perform fixed-asset accounting"
Number of fixed asset transactions / Number of FTEs who perform the process "perform fixed-asset accounting"
General Accounting and Reporting: 226.0880 / 226.0860
SUPPLEMENTAL INFORMATION (6 MEASURES)100874 Number of accounts in the chart of accounts Number of accounts in the chart of accounts
General Accounting and Reporting: 226.0470
101827 Percentage of accounts that are standard with the business units reporting to your site
(Number of standard accounts in chart of accounts / Number of accounts in the chart of accounts) * 100.0
General Accounting and Reporting: (70.0260 / 70.0250) * 100.0
FINANCIAL MANAGEMENT (FM)GENERAL ACCOUNTING AND REPORTING (51 MEASURES)SUPPLEMENTAL INFORMATION (6 MEASURES)
104846 Percentage of FTEs who perform the process group "Perform general accounting and reporting" allocated to the process "Manage policies and procedures"
(Number of FTEs who perform the process "manage policies and procedures" (general accounting and reporting) * 100) / (Number of FTEs who perform the process "manage policies and procedures" (general accounting and reporting) + Number of FTEs who perform the process "perform general accounting" + Number of FTEs who perform the process "perform fixed-asset accounting" + Number of FTEs who perform the process "perform financial reporting")
General Accounting and Reporting: (226.0300 * 100) / (226.0300 + 226.0420 + 226.0860 + 226.0720)
104852 Percentage of FTEs who perform the process group "Perform general accounting and reporting" allocated to the process "Perform financial reporting"
(Number of FTEs who perform the process "perform financial reporting" * 100) / (Number of FTEs who perform the process "manage policies and procedures" (general accounting and reporting) + Number of FTEs who perform the process "perform general accounting" + Number of FTEs who perform the process "perform fixed-asset accounting" + Number of FTEs who perform the process "perform financial reporting")
General Accounting and Reporting: (226.0720 * 100) / (226.0300 + 226.0420 + 226.0860 + 226.0720)
104849 Percentage of FTEs who perform the process group "Perform general accounting and reporting" allocated to the process "Perform fixed-asset accounting"
(Number of FTEs who perform the process "perform fixed-asset accounting" * 100) / (Number of FTEs who perform the process "manage policies and procedures" (general accounting and reporting) + Number of FTEs who perform the process "perform general accounting" + Number of FTEs who perform the process "perform fixed-asset accounting" + Number of FTEs who perform the process "perform financial reporting")
General Accounting and Reporting: (226.0860 * 100) / (226.0300 + 226.0420 + 226.0860 + 226.0720)
FINANCIAL MANAGEMENT (FM)GENERAL ACCOUNTING AND REPORTING (51 MEASURES)SUPPLEMENTAL INFORMATION (6 MEASURES)
104847 Percentage of FTEs who perform the process group "Perform general accounting and reporting" allocated to the process "Perform general accounting"
(Number of FTEs who perform the process "perform general accounting" * 100) / (Number of FTEs who perform the process "manage policies and procedures" (general accounting and reporting) + Number of FTEs who perform the process "perform general accounting" + Number of FTEs who perform the process "perform fixed-asset accounting" + Number of FTEs who perform the process "perform financial reporting")
General Accounting and Reporting: (226.0420 * 100) / (226.0300 + 226.0420 + 226.0860 + 226.0720)
103673 Total cost to perform the process "establish internal controls, policies, and procedures" per $1,000 revenue
Total cost to perform the process "establish internal controls, policies, and procedures" / (Total business entity revenue * 0.0010)
Internal Controls: 68.0560f / (68.0050 * 0.0010)
103766 Total cost to perform the process "operate controls and monitor compliance with internal controls policies and procedures" per $1,000 revenue
Total cost to perform the process "operate controls and monitor compliance with internal controls policies and procedures" / (Total business entity revenue * 0.0010)
Internal Controls: 68.1230f / (68.0050 * 0.0010)
103879 Total cost to perform the process "report on internal controls compliance" per $1,000 revenue
Total cost to perform the process "report on internal controls compliance" / (Total business entity revenue * 0.0010)
Internal Controls: 68.1370f / (68.0050 * 0.0010)
104016 Total cost to perform the process group "manage internal controls" per $1,000 revenue
(Total cost to perform the process "establish internal controls, policies, and procedures" + Total cost to perform the process "operate controls and monitor compliance with internal controls policies and procedures" + Total cost to perform the process "report on internal controls compliance") / (Total business entity revenue * 0.0010)
101554 Outsourced cost to perform the process "establish internal controls, policies, and procedures" per $1,000 revenue
Outsourced cost to perform the process "establish internal controls, policies, and procedures" / (Total business entity revenue *.0010)
Internal Controls: 68.0560e / (68.0050 *.0010)
101568 Outsourced cost to perform the process "operate controls and monitor compliance with internal controls policies and procedures" per $1,000 revenue
Outsourced cost to perform the process "operate controls and monitor compliance with internal controls policies and procedures" / (Total business entity revenue *.0010)
Internal Controls: 68.1230e / (68.0050 *.0010)
101584 Outsourced cost to perform the process "report on internal controls compliance" per $1,000 revenue
Outsourced cost to perform the process "report on internal controls compliance" / (Total business entity revenue *.0010)
102918 Personnel cost to perform the process "establish internal controls, policies, and procedures" per $1,000 revenue
Personnel cost to perform the process "establish internal controls, policies, and procedures" / (Total business entity revenue * 0.0010)
Internal Controls: 68.0560a / (68.0050 * 0.0010)
102969 Personnel cost to perform the process "operate controls and monitor compliance with internal controls policies and procedures" per $1,000 revenue
Personnel cost to perform the process "operate controls and monitor compliance with internal controls policies and procedures" / (Total business entity revenue * 0.0010)
Internal Controls: 68.1230a / (68.0050 * 0.0010)
103016 Personnel cost to perform the process "report on internal controls compliance" per $1,000 revenue
Personnel cost to perform the process "report on internal controls compliance" / (Total business entity revenue * 0.0010)
Internal Controls: 68.1370a / (68.0050 * 0.0010)
103051 Personnel cost to perform the process group "manage internal controls" per $1,000 revenue
(Personnel cost to perform the process "establish internal controls, policies, and procedures" + Personnel cost to perform the process "operate controls and monitor compliance with internal controls policies and procedures" + Personnel cost to perform the process "report on internal controls compliance") / (Total business entity revenue * 0.0010)
103315 Systems cost to perform the process "operate controls and monitor compliance with internal controls policies and procedures" per $100,000 revenue
Systems cost to perform the process "operate controls and monitor compliance with internal controls policies and procedures" / (Total business entity revenue * 0.000010)
103378 Systems cost to perform the process group "manage internal controls" per $100,000 revenue
(Systems cost to perform the process "establish internal controls, policies, and procedures" + Systems cost to perform the process "operate controls and monitor compliance with internal controls policies and procedures" + Systems cost to perform the process "report on internal controls compliance") / (Total business entity revenue * 0.000010)
104014 Total cost to perform the process group "manage internal controls" as a percentage of revenue
((Total cost to perform the process "establish internal controls, policies, and procedures" + Total cost to perform the process "operate controls and monitor compliance with internal controls policies and procedures" + Total cost to perform the process "report on internal controls compliance") / Total business entity revenue) * 100.0
104015 Total cost to perform the process group "manage internal controls" per $1 billion revenue
(Total cost to perform the process "establish internal controls, policies, and procedures" + Total cost to perform the process "operate controls and monitor compliance with internal controls policies and procedures" + Total cost to perform the process "report on internal controls compliance") / (Total business entity revenue * 0.000000001)
104019 Total cost to perform the process group "manage internal controls" per process FTE
(Total cost to perform the process "establish internal controls, policies, and procedures" + Total cost to perform the process "operate controls and monitor compliance with internal controls policies and procedures" + Total cost to perform the process "report on internal controls compliance") / (Number of FTEs who perform the process "establish internal controls, policies, and procedures" + Number of FTEs who perform the process "operate controls and monitor compliance with internal controls policies and procedures" + Number of FTEs who perform the process "report on internal controls compliance")
CYCLE TIME (4 MEASURES)100140 Cycle time in calendar days (including weekends) from
identification of change in risk until changes to risk management policies and procedures are completed and ready for deployment/communication/implementation by the business entity
Cycle time in calendar days (including weekends) from identification of change in risk until changes to risk management policies and procedures are completed and ready for deployment/communication/implementation by the business entity
Internal Controls: 68.0540
100144 Cycle time in calendar days (including weekends) from the identification of a control violation until the violation is reported/communicated to the control or process owner
Cycle time in calendar days (including weekends) from the identification of a control violation until the violation is reported/communicated to the control or process owner
Internal Controls: 68.1090
100148 Cycle time in days from reporting of a control violation until investigation is completed and remediation steps/control changes are developed
Cycle time in days from reporting of a control violation until investigation is completed and remediation steps/control changes are developed
Internal Controls: 68.1100
100608 Cycle time in days to deploy change in enabling technology Cycle time in days to deploy change in enabling technology
101070 Number of FTEs for the process "operate controls and monitor compliance with internal controls policies and procedures" per $1 billion revenue
Number of FTEs who perform the process "operate controls and monitor compliance with internal controls policies and procedures" / (Total business entity revenue * 0.000000001)
102392 Percentage of primary controls that are automated (Number of automated primary controls / Number of identified primary controls) * 100.0
Internal Controls: (68.0180 / 68.0170) * 100.0
100899 Number of control violations per 1,000 business entity employees
Number of control violations in last twelve months pertaining to financial reporting/accounting and/or security/access to financial records / (Number of business entity employees * 0.0010)
Internal Controls: 68.0150 / (68.0020 * 0.0010)
101125 Number of FTEs for the process "report on internal controls compliance" per $1 billion revenue
Number of FTEs who perform the process "report on internal controls compliance" / (Total business entity revenue * 0.000000001)
101375 Number of primary controls per 1,000 employees Number of identified primary controls / (Number of business entity employees * 0.0010)
Internal Controls: 68.0170 / (68.0020 * 0.0010)
101424 Number of times last year employees used existing communication channels to report suspected improprieties per 1,000 employees
Number of times employees used existing communication channels to report suspected improprieties in past 12 months / (Number of business entity employees * 0.0010)
Internal Controls: 68.1070 / (68.0020 * 0.0010)
102391 Previously identified control violations as a percentage of total control violations
(Number of previously identified control violations in last twelve months / Number of control violations in last twelve months) * 100.0
FINANCIAL MANAGEMENT (FM)INTERNAL CONTROLS (48 MEASURES)SUPPLEMENTAL INFORMATION (17 MEASURES)
100770 Independent internal resources as a percentage of risk assessment cost
Percentage of conducting risk assessment cost toward independent internal resources
Internal Controls: 68.0580b
101459 Other as a percentage of risk assessment cost Percentage of the total cost of conducting risk assessments that is for costs other than self assessments, independent internal resources, and outside consultants
Internal Controls: 68.0580d
101533 Outside consultants as a percentage of risk assessment cost Percentage of conducting risk assessment cost toward outside consultants
Internal Controls: 68.0580c
102112 Percentage of independent members on the audit committee (Number of audit committee independent members / (Number of audit committee officers/employees + Number of other non-independent members on the audit committee + Number of audit committee independent members)) * 100.0
102113 Percentage of independent members on the compensation committee
(Number of compensation committee independent members / (Number of compensation committee officers/employees + Number of other non-independent members on the compensation committee + Number of compensation committee independent members)) * 100.0
102114 Percentage of independent members on the governance committee
(Number of governance committee independent members / (Number of governance committee officers/employees + Number of other non-independent members on the governance committee + Number of governance committee independent members)) * 100.0
102115 Percentage of independent, outside directors on the board (Number of independent or outside directors on the board / Number of directors on the board) * 100.0
FINANCIAL MANAGEMENT (FM)INTERNAL CONTROLS (48 MEASURES)SUPPLEMENTAL INFORMATION (17 MEASURES)
102312 Percentage of officers/employees on the audit committee (Number of audit committee officers/employees / (Number of audit committee officers/employees + Number of other non-independent members on the audit committee + Number of audit committee independent members)) * 100.0
102313 Percentage of officers/employees on the compensation committee
(Number of compensation committee officers/employees / (Number of compensation committee officers/employees + Number of other non-independent members on the compensation committee + Number of compensation committee independent members)) * 100.0
102314 Percentage of officers/employees on the governance committee
(Number of governance committee officers/employees / (Number of governance committee officers/employees + Number of other non-independent members on the governance committee + Number of governance committee independent members)) * 100.0
102372 Percentage of other non-independent members on the audit committee
(Number of other non-independent members on the audit committee / (Number of audit committee officers/employees + Number of other non-independent members on the audit committee + Number of audit committee independent members)) * 100.0
102373 Percentage of other non-independent members on the compensation committee
(Number of other non-independent members on the compensation committee / (Number of compensation committee officers/employees + Number of other non-independent members on the compensation committee + Number of compensation committee independent members)) * 100.0
FINANCIAL MANAGEMENT (FM)INTERNAL CONTROLS (48 MEASURES)SUPPLEMENTAL INFORMATION (17 MEASURES)
102374 Percentage of other non-independent members on the governance committee
(Number of other non-independent members on the governance committee / (Number of governance committee officers/employees + Number of other non-independent members on the governance committee + Number of governance committee independent members)) * 100.0
102398 Percentage of primary controls that are detective in nature (Number of detective primary controls / Number of identified primary controls) * 100.0
Internal Controls: (68.0200 / 68.0170) * 100.0
102401 Percentage of primary controls that are preventive in nature (Number of preventative primary controls / Number of identified primary controls) * 100.0
Internal Controls: (68.0190 / 68.0170) * 100.0
101912 Percentage of total control violations that are new (Number of new control violations in last twelve months / Number of control violations in last twelve months pertaining to financial reporting/accounting and/or security/access to financial records) * 100.0
Internal Controls: (68.0160a / 68.0150) * 100.0
103173 Self assessments as a percentage of risk assessment cost Percentage of conducting risk assessment cost toward self assessments
102848 Personnel cost to perform the process group "process payroll" per $1,000 revenue
(Personnel cost to perform the process "report time"+Personnel cost to perform the process "manage pay"+Personnel cost to perform the process "process payroll taxes")/(Total business entity revenue * .001)
100464 Total cost to perform the process group "process payroll" as a percentage of revenue
((Total cost to perform the process "report time" + Total cost to perform the process "manage pay" + Total cost to perform the process "process payroll taxes") / Total business entity revenue) * 100
103945 Total cost to perform the process group "process payroll" per $1,000 revenue
(Total cost to perform the process "report time" + Total cost to perform the process "manage pay" + Total cost to perform the process "process payroll taxes") / (Total business entity revenue * 0.001)
103948 Total cost to perform the process group "process payroll" per disbursement
(Total cost to perform the process "report time"+Total cost to perform the process "manage pay"+Total cost to perform the process "process payroll taxes")/Number of payroll disbursements
Payroll: (220.0220+220.0360+220.0630)/220.0430
103950 Total cost to perform the process group "process payroll" per employee paid
(Total cost to perform the process "report time" + Total cost to perform the process "manage pay" + Total cost to perform the process "process payroll taxes") / Total number of employees paid
103951 Total cost to perform the process group "process payroll" per manual check/payment
(Total cost to perform the process "report time" + Total cost to perform the process "manage pay" + Total cost to perform the process "process payroll taxes") / Number of payroll disbursements that are manual checks
103952 Total cost to perform the process group "process payroll" per payroll FTE
(Total cost to perform the process "report time" + Total cost to perform the process "manage pay" + Total cost to perform the process "process payroll taxes") / (Number of FTEs who perform the process "report time" + Number of FTEs who perform the process "manage pay" + Number of FTEs who perform the process "process payroll taxes")
101602 Outsourced cost to perform the process "manage pay" per $1,000 revenue
Outsourced cost to perform the process "manage pay" / (Total business entity revenue *.0010)
Payroll: 10.044e / (10.010 *.0010)
101605 Outsourced cost to perform the process "process payroll taxes" per $1,000 revenue
Outsourced cost to perform the process "process payroll taxes" / (Total business entity revenue *.0010)
Payroll: 73.0590e / (73.0050 *.0010)
101604 Outsourced cost to perform the process "report time" per $1,000 revenue
Outsourced cost to perform the process "report time" / (Total business entity revenue *.0010)
Payroll: 10.031e / (10.010 *.0010)
102956 Personnel cost to perform the process "manage pay" per $1,000 revenue
Personnel cost to perform the process "manage pay" / (Total business entity revenue *.0010)
Payroll: 73.0350a / (73.0050 *.0010)
102957 Personnel cost to perform the process "manage pay" per employee paid
(Percentage of internal costs of the process "manage pay" allocated to personnel costs * Percentage of total cost of the process "manage pay" allocated to internal costs * 0.0001 * Total cost to perform the process "manage pay" ) / Total number of employees paid
103020 Personnel cost to perform the process "process payroll taxes" per employee paid
(Percentage of internal costs of the process "report payroll taxes" allocated to personnel costs * Percentage of total cost of the process "report payroll taxes" allocated to internal costs * 0.0001 * Total cost to perform the process "process payroll taxes") / Total number of employees paid
103022 Personnel cost to perform the process "report time" per $1,000 revenue
Personnel cost to perform the process "report time" / (Total business entity revenue *.0010)
Payroll: 73.0230a / (73.0050 *.0010)
103023 Personnel cost to perform the process "report time" per employee paid
(Percentage of internal costs of the process "report time" allocated to personnel costs * Percentage of total cost of the process "report time" allocated to internal costs * 0.0001 * Total cost to perform the process "report time") / Total number of employees paid
103304 Systems cost to perform the process "manage pay" per employee paid
(Percentage of internal cost of the process "Manage pay" allocated to systems costs * Percentage of total cost of the process "manage pay" allocated to internal costs * 0.0001 * Total cost to perform the process "manage pay" ) / Total number of employees paid
103349 Systems cost to perform the process "process payroll taxes" per employee paid
(Percentage of internal cost of the process "Process payroll taxes" allocated to systems costs * Percentage of total cost of the process "report payroll taxes" allocated to internal costs * 0.0001 * Total cost to perform the process "process payroll taxes") / Total number of employees paid
103351 Systems cost to perform the process "report time" per employee paid
(Percentage of internal cost of the process "Report time" allocated to systems costs * Percentage of total cost of the process "report time" allocated to internal costs * 0.0001 * Total cost to perform the process "report time") / Total number of employees paid
102720 Total cost the process group "process payroll" as a percentage of cost of continuing operations
((Total cost to perform the process "report time" + Total cost to perform the process "manage pay" + Total cost to perform the process "process payroll taxes") / Total costs of continuing operations) * 100
103953 Total cost to perform the process group "process payroll" per payroll inquiry
(Total cost to perform the process "report time" + Total cost to perform the process "manage pay" + Total cost to perform the process "process payroll taxes") / Number of payroll inquiries received
CYCLE TIME (8 MEASURES)100529 Cycle time in business days between the time period cut-off
for employees and the payroll transmit dateCycle time in business days between the time period cut-off for employees and the payroll transmit date
Payroll: 220.0310
100532 Cycle time in business days from HR/benefits system cut-off until payroll system cut-off date
Cycle time in business days from HR/benefits system cut-off until payroll system cut-off date
Payroll: 220.0410
100534 Cycle time in business days from notification of required garnishment to the time the garnishment is processed in the payroll system and scheduled for withholding
Cycle time in business days from notification of required garnishment to the time the garnishment is processed in the payroll system and scheduled for withholding
Payroll: 220.0530
100536 Cycle time in business days from the payroll system cut-off date until payroll transmit date
Cycle time in business days from the payroll system cut-off date until payroll transmit date
FINANCIAL MANAGEMENT (FM)PAYROLL (63 MEASURES)CYCLE TIME (8 MEASURES)
100540 Cycle time in business days to process time record data and enter into payroll system
Cycle time in business days from receiving the time record from the employee and entering the data into the payroll system
Payroll: 220.0300
100543 Cycle time in business days to reflect a new employee in the payroll system
Cycle time in business days from the effective date of hire for a new employee until they are included in the payroll system
Payroll: 220.0570
100546 Cycle time in business days to remove a terminated employee from the payroll system
Cycle time in business days from the effective date that an employee is terminated until they are removed from the payroll system
Payroll: 220.0580
100549 Cycle time in business days to resolve a payroll error Cycle time in business days from when an error is identified/reported to when it is fully resolved and reflected in the accounting records
Payroll: 220.0560
PROCESS EFFICIENCY (15 MEASURES)101061 Number of FTEs for the process "manage pay" per 1,000
employees paidNumber of FTEs who perform the process "manage pay" / (Total number of employees paid * 0.001)
Payroll: 220.0180b / (220.0440 * 0.001)
101106 Number of FTEs for the process group "process payroll" per $1 billion revenue
(Number of FTEs who perform the process "report time" + Number of FTEs who perform the process "manage pay" + Number of FTEs who perform the process "process payroll taxes") / (Total business entity revenue * 0.000000001)
101134 Number of FTEs for the process "report time" per 1,000 employees paid
Number of FTEs who perform the process "report time" / (Total number of employees paid * 0.001)
Payroll: 220.0180a / (220.0440 * 0.001)
101184 Number of FTEs for the process group "process payroll" per 1,000 employees paid
(Number of FTEs who perform the process "report time" + Number of FTEs who perform the process "manage pay" + Number of FTEs who perform the process "process payroll taxes") / (Total number of employees paid * 0.001)
102698 Percentage of time records that are returned to the employee/field for validation and/or correction
(Number of total time records returned to field/employee for validation and/or correction / Number of time records processed) * 100
Payroll: (220.0260 / 220.0250) * 100
104487 Percentage of time records that are submitted electronically Percentage of time records submitted electronically
Payroll: 220.0280
STAFF PRODUCTIVITY (5 MEASURES)100920 Number of employees paid per "process payroll" FTE Total number of employees paid / (Number of
FTEs who perform the process "report time" + Number of FTEs who perform the process "manage pay" + Number of FTEs who perform the process "process payroll taxes")
101370 Number of payroll disbursements processed per "manage pay" FTE
Number of payroll disbursements / Number of FTEs who perform the process "manage pay"
Payroll: 220.0430 / 220.0180b
101422 Number of time records processed per "report time" FTE Number of time records processed / Number of FTEs who perform the process "report time"
Payroll: 220.0250 / 220.0180a
101334 Number of manual checks/payments per "process payroll" FTE
Number of payroll disbursements that are manual checks / (Number of FTEs who perform the process "report time" + Number of FTEs who perform the process "manage pay" + Number of FTEs who perform the process "process payroll taxes")
101372 Number of payroll inquiries per "process payroll" FTE Number of payroll inquiries received / (Number of FTEs who perform the process "report time" + Number of FTEs who perform the process "manage pay" + Number of FTEs who perform the process "process payroll taxes")
FINANCIAL MANAGEMENT (FM)PAYROLL (63 MEASURES)SUPPLEMENTAL INFORMATION (6 MEASURES)
100390 Business days the HR/Benefits system is open for employee data changes, new hires and termination during payroll period
Number of business days HR/Benefit system is open for employee data changes, new hires, and terminations during payroll period
Payroll: 220.0390
102385 Percentage of total payroll FTEs performing the "manage pay" process
(Number of FTEs who perform the process "manage pay" / (Number of FTEs who perform the process "report time"+Number of FTEs who perform the process "manage pay"+Number of FTEs who perform the process "process payroll taxes")) * 100
102387 Percentage of total payroll FTEs performing the "process payroll taxes" process
(Number of FTEs who perform the process "process payroll taxes" / (Number of FTEs who perform the process "report time"+Number of FTEs who perform the process "manage pay"+Number of FTEs who perform the process "process payroll taxes")) * 100
102389 Percentage of total payroll FTEs performing the "report time" process
(Number of FTEs who perform the process "report time" /(Number of FTEs who perform the process "report time"+Number of FTEs who perform the process "manage pay"+Number of FTEs who perform the process "process payroll taxes") ) * 100
FINANCIAL MANAGEMENT (FM)PAYROLL (63 MEASURES)SUPPLEMENTAL INFORMATION (6 MEASURES)
103053 Personnel cost of the process group "process payroll" as a percentage of the total cost to perform the process group
(((Percentage of internal costs of the process "report time" allocated to personnel costs * Percentage of total cost of the process "report time" allocated to internal costs * 0.0001 * Total cost to perform the process "report time") + (Percentage of internal costs of the process "manage pay" allocated to personnel costs * Percentage of total cost of the process "manage pay" allocated to internal costs * 0.0001 * Total cost to perform the process "manage pay") + (Percentage of internal costs of the process "report payroll taxes" allocated to personnel costs * Percentage of total cost of the process "report payroll taxes" allocated to internal costs * 0.0001 * Total cost to perform the process "process payroll taxes")) / (Total cost to perform the process "report time" + Total cost to perform the process "manage pay" + Total cost to perform the process "process payroll taxes")) * 100
FINANCIAL MANAGEMENT (FM)PAYROLL (63 MEASURES)SUPPLEMENTAL INFORMATION (6 MEASURES)
103379 Systems cost to perform the process group "process payroll" as a percentage of the total cost of the process group
(((Percentage of internal cost of the process "Report time" allocated to systems costs * Percentage of total cost of the process "report time" allocated to internal costs * 0.0001 * Total cost to perform the process "report time") + (Percentage of internal cost of the process "Manage pay" allocated to systems costs * Percentage of total cost of the process "manage pay" allocated to internal costs * 0.0001 * Total cost to perform the process "manage pay") + (Percentage of internal cost of the process "Process payroll taxes" allocated to systems costs * Percentage of total cost of the process "report payroll taxes" allocated to internal costs * 0.0001 * Total cost to perform the process "process payroll taxes")) / (Total cost to perform the process "report time" + Total cost to perform the process "manage pay" + Total cost to perform the process "process payroll taxes")) * 100
102921 Personnel cost to perform the process "evaluate and manage financial performance" per process FTE
(Percentage of internal costs of the process "evaluate and manage financial performance" allocated to personnel cost * Percentage of total cost of the process "evaluate and manage financial performance" allocated to internal costs * 0.0001 * Total cost to perform the process "evaluate and manage financial performance") / Number of FTEs who perform the process "evaluate and manage financial performance"
102988 Personnel cost to perform the process "perform planning/budgeting/forecasting" per process FTE
(Percentage of internal costs of the process "planning, budgeting, and forecasting" allocated to personnel costs * Percentage of total cost of the process "planning, budgeting, and forecasting" allocated to internal costs * 0.0001 * Total cost to perform the process "perform planning/budgeting/forecasting") / Number of FTEs who perform the process "perform planning/budgeting/forecasting"
103065 Personnel cost to perform the processes "perform cost accounting and control" and "perform cost management" per process FTE
(Percentage of internal costs of the processes "perform cost accounting and control" and "perform cost management" allocated to personnel costs * Percentage of total cost of the process "perform cost accounting and control" and "perform cost management" allocated to internal costs * 0.0001 * Total cost to perform the processes "perform cost accounting and control" and "perform cost management") / Number of FTEs who perform the processes "perform cost accounting and control" and "perform cost management"
103813 Total cost to perform the process "perform planning/budgeting/forecasting" per $1,000 revenue
Total cost to perform the process "perform planning/budgeting/forecasting" / (Total business entity revenue * 0.001)
Planning and Management Accounting: 256.0480 / (256.0150 * 0.001)
103802 Total cost to perform the processes "perform cost accounting and control" and "perform cost management" per $1,000 revenue
Total cost to perform the processes "perform cost accounting and control" and "perform cost management" / (Total business entity revenue * 0.001)
Planning and Management Accounting: 256.0840 / (256.0150 * 0.001)
101555 Outsourced cost to perform the process "evaluate and manage financial performance" per $1,000 revenue
(Percentage of total cost of the process "evaluate and manage financial performance" allocated to external costs * 0.01 * Total cost to perform the process "evaluate and manage financial performance") / (Total business entity revenue * 0.001)
101574 Outsourced cost to perform the process "perform planning/budgeting/forecasting" per $1,000 revenue
(Percentage of total cost of the process "planning, budgeting, and forecasting" allocated to external costs * Total cost to perform the process "perform planning/budgeting/forecasting" * 0.01) / (Total business entity revenue * 0.001)
101606 Outsourced cost to perform the processes "perform cost accounting and control" and "perform cost management" per $1,000 revenue
(Percentage of total cost of the process "perform cost accounting and control" and "perform cost management" allocated to external costs * 0.01 * Total cost to perform the processes "perform cost accounting and control" and "perform cost management") / (Total business entity revenue * 0.001)
102923 Personnel cost to perform the process "evaluate and manage financial performance" per $1,000 revenue
(Percentage of internal costs of the process "evaluate and manage financial performance" allocated to personnel cost * Percentage of total cost of the process "evaluate and manage financial performance" allocated to internal costs * 0.0001 * Total cost to perform the process "evaluate and manage financial performance") / (Total business entity revenue * 0.001)
103064 Personnel cost to perform the process "perform capital planning and project approval" per $1,000 revenue
Personnel cost to perform the process "perform capital planning and project approval" / (Total business entity revenue * 0.001)
Planning and Management Accounting: 256.1300 / (256.0150 * 0.001)
102990 Personnel cost to perform the process "perform planning/budgeting/forecasting" per $1,000 revenue
(Percentage of internal costs of the process "planning, budgeting, and forecasting" allocated to personnel costs * Percentage of total cost of the process "planning, budgeting, and forecasting" allocated to internal costs * 0.0001 * Total cost to perform the process "perform planning/budgeting/forecasting") / (Total business entity revenue * 0.001)
103067 Personnel cost to perform the processes "perform cost accounting and control" and "perform cost management" per $1,000 revenue
(Percentage of internal costs of the processes "perform cost accounting and control" and "perform cost management" allocated to personnel costs * Percentage of total cost of the process "perform cost accounting and control" and "perform cost management" allocated to internal costs * 0.0001 * Total cost to perform the processes "perform cost accounting and control" and "perform cost management") / (Total business entity revenue * 0.001)
103282 Systems cost to perform the process "evaluate and manage financial performance" per $100,000 revenue
(Percentage of internal costs of the process "evaluate and manage financial performance" allocated to systems costs * Percentage of total cost of the process "evaluate and manage financial performance" allocated to internal costs * 0.0001 * Total cost to perform the process "evaluate and manage financial performance") / (Total business entity revenue * 0.00001)
103330 Systems cost to perform the process "perform planning/budgeting/forecasting" per $100,000 revenue
(Percentage of internal costs of the process "planning, budgeting, and forecasting" allocated to systems costs * Percentage of total cost of the process "planning, budgeting, and forecasting" allocated to internal costs * 0.0001 * Total cost to perform the process "perform planning/budgeting/forecasting") / (Total business entity revenue * 0.00001)
103385 Systems cost to perform the processes "perform cost accounting and control" and "perform cost management" per $100,000 revenue
(Percentage of internal cost of the processes "perform cost accounting and control" and "perform cost management" allocated to systems costs * Percentage of total cost of the process "perform cost accounting and control" and "perform cost management" allocated to internal costs * 0.0001 * Total cost to perform the processes "perform cost accounting and control" and "perform cost management") / (Total business entity revenue * 0.00001)
103677 Total cost to perform the process "evaluate and manage financial performance" per process FTE
Total cost to perform the process "evaluate and manage financial performance" / Number of FTEs who perform the process "evaluate and manage financial performance"
Planning and Management Accounting: 256.1110 / 256.1100
103811 Total cost to perform the process "perform planning/budgeting/forecasting" as a percentage of revenue
(Total cost to perform the process "perform planning/budgeting/forecasting" / Total business entity revenue) * 100
Planning and Management Accounting: (256.0480 / 256.0150) * 100
103812 Total cost to perform the process "perform planning/budgeting/forecasting" per process FTE
Total cost to perform the process "perform planning/budgeting/forecasting" / Number of FTEs who perform the process "perform planning/budgeting/forecasting"
Planning and Management Accounting: 256.0480 / 256.0470
103989 Total cost to perform the processes "perform cost accounting and control" and "perform cost management" per process FTE
Total cost to perform the processes "perform cost accounting and control" and "perform cost management" / Number of FTEs who perform the processes "perform cost accounting and control" and "perform cost management"
Planning and Management Accounting: 256.0840 / 256.0830
CYCLE TIME (6 MEASURES)100593 Cycle time in days to complete an approved capital
expenditure planCycle time in days to complete an approved capital expenditure plan
Planning and Management Accounting: 256.1310
100616 Cycle time in days to perform financial evaluation of new customers
Cycle time in days to perform financial evaluation of new customers
Planning and Management Accounting: 6.0880
100617 Cycle time in days to perform financial evaluation of new markets
Cycle time in days to perform financial evaluation of new markets
Planning and Management Accounting: 6.0890
100618 Cycle time in days to perform financial evaluation of new products
Cycle time in days to perform financial evaluation of new products
Planning and Management Accounting: 256.1270
100604 Cycle time in days to prepare the financial forecast Cycle time in days to prepare the financial forecast
FINANCIAL MANAGEMENT (FM)PLANNING AND MANAGEMENT ACCOUNTING (33 MEASURES)CYCLE TIME (6 MEASURES)
100635 Cycle time in days to update/revise the rolling forecast Cycle time in days to update/revise the rolling forecast
Planning and Management Accounting: 256.0650
PROCESS EFFICIENCY (5 MEASURES)100892 Number of budget versions produced before final approval Number of budget versions produced before
final approval
Planning and Management Accounting: 256.0560
101760 Percentage error for the inventory cost forecast Percentage error for the inventory cost forecast
Planning and Management Accounting: 256.0670
101761 Percentage error for the personnel cost forecast Percentage error for the personnel cost forecast
Planning and Management Accounting: 256.0680
101762 Percentage error for the total sales forecast Percentage error for the total sales forecast
Planning and Management Accounting: 256.0690
101869 Percentage of approved capital projects considered within or on budget for spending
Percentage of approved capital projects considered within or on budget for spending
Planning and Management Accounting: 256.1330
SUPPLEMENTAL INFORMATION (2 MEASURES)101976 Percentage of employees with compensations affected by
budget versus actual variances(Number of employees with compensation affected by budget versus actual variances / Number of business entity employees) * 100.0
Planning and Management Accounting: (71.0690 / 71.0030) * 100.0
101973 Percentage of employees with compensations affected by profit
(Number of employees with compensation affected by profit / Number of business entity employees) * 100.0
Planning and Management Accounting: (6.080 / 6.0080) * 100.0
FINANCIAL MANAGEMENT (FM)SALES AND ORDER MANAGEMENT (8 MEASURES)COST EFFECTIVENESS (4 MEASURES)
103514 Total cost to perform the order to invoice processes per $1,000 revenue
(Total cost to perform the process "process customer credit" + Total cost to perform the process "manage sales orders" + Total cost to perform the process "invoice customer") / (Total business entity revenue * .0010)
Sales and Order Management: (80.0160f + 89.0450e + 80.0250f) / (80.0040 * .0010)
100134 Average cost to resolve a service-after-sales request for contact centers or similar remote assistance channel
Average cost to resolve a service-after-sales request for contact centers or similar remote assistance channel
Sales and Order Management: 89.0400b
100138 Average cost to resolve a service-after-sales request for on-site visits
Average cost to resolve a service-after-sales request for on-site visits
Sales and Order Management: 89.0400c
100136 Average cost to resolve a service-after-sales request for the customer self-service channel
Average cost to resolve a service-after-sales request for the customer self-service channel
Sales and Order Management: 89.0400a
CYCLE TIME (1 MEASURES)100170 Cycle time in hours from the time a sales order is received
until the time manufacturing/logistics is notifiedCycle time in hours from the time a sales order is received until the time manufacturing/logistics is notified
104863 Personnel cost to perform the process "process warranty claims" per $1,000 revenue
(Percentage of total cost of the process "process warranty claims" allocated to internal costs * Percentage of internal cost to perform the process "process warranty claims" allocated to personnel costs * Annual cost of the process "process warranty claims" / 10000) / (Total business entity revenue * 0.001)
104868 Goodwill cost as a percentage of total approved claims [Total cost of goodwill warranty claims / (Percentage of warranty claims approved * Total number of warranty claims processed / 1000)] * 100
GENERAL RESEARCHAUTOMOTIVE WARRANTY MANAGEMENT (39 MEASURES)COST EFFECTIVENESS (13 MEASURES)
104892 Overhead cost to perform the process "process warranty claims" per $1,000 revenue
(Percentage of total cost of the process "process warranty claims" allocated to internal costs * Percentage of internal cost to perform the process "process warranty claims" allocated to overhead and other costs * Annual cost of the process "process warranty claims" / 10000) / (Total business entity revenue * 0.001)
104864 Personnel cost to perform the process "process warranty claims" per $1,000 cost of continuing operations
(Percentage of total cost of the process "process warranty claims" allocated to internal costs * Percentage of internal cost to perform the process "process warranty claims" allocated to personnel costs * Annual cost of the process "process warranty claims" / 10000) / (Total costs of continuing operations * 0.001)
104866 Systems cost to perform the process "process warranty claims" per $1,000 cost of continuing operations
(Percentage of total cost of the process "process warranty claims" allocated to internal costs * Percentage of internal cost to perform the process "process warranty claims" allocated to system personnel costs * Annual cost of the process "process warranty claims" / 10000) / (Total costs of continuing operations * 0.001)
104865 Systems cost to perform the process "process warranty claims" per $1,000 revenue
(Percentage of total cost of the process "process warranty claims" allocated to internal costs * Percentage of internal cost to perform the process "process warranty claims" allocated to system personnel costs * Annual cost of the process "process warranty claims" / 10000) / (Total business entity revenue * 0.001)
GENERAL RESEARCHAUTOMOTIVE WARRANTY MANAGEMENT (39 MEASURES)PROCESS EFFICIENCY (22 MEASURES)
104859 Average annual product return rate Average product return rate
Automotive Warranty Management: 245.0510
104860 Average annual recall rate per product family Average recall rate per product family
Automotive Warranty Management: 245.0520
104881 Number of claims approved as a percentage of total claims processed
Percentage of warranty claims approved
Automotive Warranty Management: 245.0420a
104884 Number of claims processed for which the system was not configured for new models, rules, etc. (suspense routed claims) as a percentage of total claims processed
Percentage of warranty claims allocated to suspense routed claims
Automotive Warranty Management: 245.0400b
104885 Number of claims processed that required human intervention as a percentage of total claims processed
Percentage of warranty claims allocated to help routed claims
Automotive Warranty Management: 245.0400a
104882 Number of claims rejected as a percentage of total claims processed
Percentage of warranty claims rejected
Automotive Warranty Management: 245.0420b
104874 Number of claims rejected for being fraudulent as a percentage of total rejected claims
Percentage of warranty claims rejected allocated to fraudulent
Automotive Warranty Management: 245.0460b
104875 Number of claims rejected for policy reasons as a percentage of total rejected claims
Percentage of warranty claims rejected allocated to policy
Automotive Warranty Management: 245.0460a
104877 Number of fraudulent claims approved as a percentage of total claims approved
Percentage of warranty claims approved that were invalid or fraudulent
Automotive Warranty Management: 245.0450
104876 Number of fraudulent claims processed as a percentage of total claims processed
[(Percentage of warranty claims rejected allocated to fraudulent * Percentage of warranty claims rejected * Total number of warranty claims processed / 10000) + (Percentage of warranty claims approved that were invalid or fraudulent * Percentage of warranty claims approved * Total number of warranty claims processed) / 10000)] / Total number of warranty claims processed
104878 Number of goodwill claims approved as a percentage of total claims processed
[(Percentage of warranty claims approved allocated to goodwill claims * Percentage of warranty claims approved * Total number of warranty claims processed) / 10000] / Total number of warranty claims processed
104879 Number of recall claims approved as a percentage of total claims processed
[(Percentage of warranty claims approved allocated to recall claims * Percentage of warranty claims approved * Total number of warranty claims processed) / 10000] / Total number of warranty claims processed
104880 Number of repeat repair claims approved as a percentage of total claims processed
[(Percentage of warranty claims approved allocated to repeat repair claims * Percentage of warranty claims approved * Total number of warranty claims processed) / 10000] / Total number of warranty claims processed
HUMAN CAPITAL MANAGEMENT (HCM)CREATE AND MANAGE HR STRATEGY (23 MEASURES)COST EFFECTIVENESS (3 MEASURES)
103932 Total cost to perform the process group "Develop and manage human resources (HR) planning, policies, and strategies" per $1,000 revenue
Total cost to perform the process group "develop and manage human resources (HR) planning, policies, and strategies" / (Total business entity revenue * 0.001)
Create and Manage HR Strategy: 202.0030c / (200.0050 * 0.001)
103933 Total cost to perform the process group "Develop and manage human resources (HR) planning, policies, and strategies" per business entity employee
Total cost to perform the process group "develop and manage human resources (HR) planning, policies, and strategies" / Number of business entity employees
Create and Manage HR Strategy: 202.0030c / 200.0180a
104081 Personnel cost to perform the process group "develop and manage HR planning, policies, and strategies" per process group FTE
Internal personnel cost to perform the process group "develop and manage human resources (HR) planning, policies, and strategies" / Number of FTEs who perform the process group "develop and manage human resources (HR) planning, policies, and strategies"
Create and Manage HR Strategy: 61.0030a / 61.0010d
CYCLE TIME (2 MEASURES)100297 Response time in hours for non-routine "develop and manage
HR planning, policies, and strategies" inquiriesResponse time in hours for a non-routine inquiry for the process group "develop and manage HR planning, policy, and strategies"
Create and Manage HR Strategy: 202.0550
100300 Response time in hours for routine "develop and manage HR planning, policies, and strategies" inquiries
Response time in hours for a routine inquiry for the process group "develop and manage HR planning, policy, and strategies"
Create and Manage HR Strategy: 202.0540
PROCESS EFFICIENCY (4 MEASURES)101152 Number of FTEs that perform process group "Develop and
manage human resources (HR) planning, policies, and strategies" per $1 billion revenue
Number of FTEs who perform the process group "develop and manage human resources (HR) planning, policies, and strategies" / (Total business entity revenue * 0.000000001)
Create and Manage HR Strategy: 202.0010d / (200.0050 * 0.000000001)
102306 Percentage of middle management/specialists with formal succession planning processes in place
Percentage of middle management/specialist employees with a formal succession planning process in place
HUMAN CAPITAL MANAGEMENT (HCM)CREATE AND MANAGE HR STRATEGY (23 MEASURES)PROCESS EFFICIENCY (4 MEASURES)
102317 Percentage of operational staff/office staff with formal succession planning processes in place
Percentage of operational worker/office staff employees who have a formal succession planning process in place
Create and Manage HR Strategy: 202.0340c
102623 Percentage of senior management/executives with formal succession planning processes in place
Percentage of senior management/executive employees who have a formal succession planning process in place
Create and Manage HR Strategy: 202.0340a
STAFF PRODUCTIVITY (1 MEASURES)100483 Number of business entity employees per FTE that performs
the process group "Develop and manage human resources (HR) planning, policies, and strategies"
Number of business entity employees / Number of FTEs who perform the process group "develop and manage human resources (HR) planning, policies, and strategies"
Create and Manage HR Strategy: 200.0180a / 202.0010d
SUPPLEMENTAL INFORMATION (13 MEASURES)101362 Number of monthly non-routine "develop and manage HR
planning, policies, and strategies" inquiries per business entity employee
Number of non-routine inquiries received monthly for the process group "develop and manage HR planning, policy, and strategies" / Number of business entity employees
Create and Manage HR Strategy: 170.0170 / 170.0050
101398 Number of monthly routine "develop and manage HR planning, policies, and strategies" inquiries per business entity employee
Number of routine inquiries received monthly for the process group "develop and manage HR planning, policy, and strategies" / Number of business entity employees
Create and Manage HR Strategy: 170.0140 / 170.0050
100035 Other cost to perform the process group "develop and manage HR planning, policies, and strategies" as a percentage of total cost to perform the process group
(Internal cost other than personnel, systems, and overhead to perform the process group "develop and manage human resources (HR) planning, policies, and strategies" / Total cost to perform the process group "develop and manage human resources (HR) planning, policies, and strategies") * 100.0
Create and Manage HR Strategy: (61.0030d / 61.0020c) * 100.0
HUMAN CAPITAL MANAGEMENT (HCM)CREATE AND MANAGE HR STRATEGY (23 MEASURES)SUPPLEMENTAL INFORMATION (13 MEASURES)
100054 Overhead cost to perform the process group "develop and manage HR planning, policies, and strategies" as a percentage of the total cost to perform the process group
(Internal systems cost to perform the process group "develop and manage human resources (HR) planning, policies, and strategies" / Total cost to perform the process group "develop and manage human resources (HR) planning, policies, and strategies") * 100.0
Create and Manage HR Strategy: (61.0030c / 61.0020c) * 100.0
101771 Percentage of "develop and manage HR planning, policies, and strategies" inquiries received that are non-routine
(Number of non-routine inquiries received monthly for the process group "develop and manage HR planning, policy, and strategies" / (Number of routine inquiries received monthly for the process group "develop and manage HR planning, policy, and strategies" + Number of non-routine inquiries received monthly for the process group "develop and manage HR planning, policy, and strategies")) * 100.0
101772 Percentage of "develop and manage HR planning, policies, and strategies" inquiries received that are routine
(Number of routine inquiries received monthly for the process group "develop and manage HR planning, policy, and strategies" / (Number of routine inquiries received monthly for the process group "develop and manage HR planning, policy, and strategies" + Number of non-routine inquiries received monthly for the process group "develop and manage HR planning, policy, and strategies")) * 100.0
101773 Percentage of "develop and manage HR planning, policies, and strategies" inquiries received via channels other than e-mail, phone, and face-to-face
Percentage of inquiries received monthly for the process group "develop and manage HR planning, policies, and strategies" via channels other than e-mail, phone, and face-to-face interaction
Create and Manage HR Strategy: 61.0370
101785 Percentage of "develop and manage HR planning, policies, and strategies" inquiries received via digital communication channels
Percentage of inquiries received for the process group "develop and manage human resources (HR) planning, policies, and strategies" via digital communication channels
HUMAN CAPITAL MANAGEMENT (HCM)CREATE AND MANAGE HR STRATEGY (23 MEASURES)SUPPLEMENTAL INFORMATION (13 MEASURES)
101774 Percentage of "develop and manage HR planning, policies, and strategies" inquiries received via e-mail
Percentage of inquiries received monthly for the process group "develop and manage HR planning, policies, and strategies" via e-mail
Create and Manage HR Strategy: 61.0340
101775 Percentage of "develop and manage HR planning, policies, and strategies" inquiries received via face-to-face
Percentage of inquiries received monthly for the process group "develop and manage HR planning, policies, and strategies" via face-to-face interaction
Create and Manage HR Strategy: 61.0360
101786 Percentage of "develop and manage HR planning, policies, and strategies" inquiries received via non-digital communication channels
Percentage of inquiries received for the process group "develop and manage human resources (HR) planning, policies, and strategies" via non-digital communication channels
Create and Manage HR Strategy: 202.0530b
101776 Percentage of "develop and manage HR planning, policies, and strategies" inquiries received via phone
Percentage of inquiries received monthly for the process group "develop and manage HR planning, policies, and strategies" via phone
Create and Manage HR Strategy: 61.0350
102377 Percentage of overall HR staff time spent on work force planning
Percentage of HR staff time spent on work force planning
HUMAN CAPITAL MANAGEMENT (HCM)DEVELOP, TRAIN, AND COUNSEL EMPLOYEES (75 MEASURES)COST EFFECTIVENESS (18 MEASURES)
100823 Learning budget per business entity employee Budget for learning for the process group "develop and counsel-learning only"/Number of business entity employees
Develop, Train, and Counsel Employees: 204.0230/200.0180a
103935 Total cost to perform the process group "develop and counsel employees" per business entity employee
(Total cost to perform the process group "develop and counsel-learning only" + Total cost to perform the process group "develop and counsel-performance and employee relations") / Number of business entity employees
Develop, Train, and Counsel Employees: (204.0160c + 204.0020c) / 200.0180a
103624 Total cost to perform the processes "manage employee development" and "develop and train employees" per $1,000 revenue
Total cost to perform the process group "develop and counsel-learning only" / (Total business entity revenue * .001)
Develop, Train, and Counsel Employees: 204.0160c / (200.0050 * .001)
103628 Total cost to perform the processes "manage employee development" and "develop and train employees" per business entity employee
Total cost to perform the process group "develop and counsel-performance and employee relations" / Number of business entity employees
Develop, Train, and Counsel Employees: 204.0020c / 200.0180a
103630 Total cost to perform the processes "manage employee orientation and deployment," "manage employee performance," and "manage employee relations" per $1,000 revenue
Total cost to perform the process group "develop and counsel-performance and employee relations" / (Total business entity revenue * .001)
Develop, Train, and Counsel Employees: 204.0020c / (200.0050 * .001)
103634 Total cost to perform the processes "manage employee orientation and deployment," "manage employee performance," and "manage employee relations" per business entity employee
Total cost to perform the process group "develop and counsel-performance and employee relations" / Number of business entity employees
Develop, Train, and Counsel Employees: 204.0020c / 200.0180a
100125 Cost to maintain and support the learning management system per employee dedicated to the activity
Labor cost for full or part-time employees to maintain and support LMS / Number of full or part-time employees required to maintain and support LMS
Develop, Train, and Counsel Employees: 62.0170a(ii) / 62.0170a(i)
HUMAN CAPITAL MANAGEMENT (HCM)DEVELOP, TRAIN, AND COUNSEL EMPLOYEES (75 MEASURES)COST EFFECTIVENESS (18 MEASURES)
100133 Cost to maintain and support the learning management system per temporary staff/contractor dedicated to the activity
Labor cost for temporary or contract employees to maintain and support LMS / Number of temporary or contract employees required to maintain and support LMS
Develop, Train, and Counsel Employees: 62.0170b(ii) / 62.0170b(i)
100110 Learning management system consultancy/third-party cost per employee attending classroom or e-learning training
Consultancy/third-party costs associated with ownership for your LMS / (Number of employees who attend e-learning training + Number of employees who attend classroom training)
Develop, Train, and Counsel Employees: 62.0210 / (62.0260 + 62.0270)
100111 Learning management system hardware cost per employee attending classroom or e-learning training
Hardware costs associated with ownership for your LMS / (Number of employees who attend e-learning training + Number of employees who attend classroom training)
Develop, Train, and Counsel Employees: 62.0180 / (62.0260 + 62.0270)
100112 Learning management system software cost per employee attending classroom or e-learning training
Software costs associated with ownership for your LMS / (Number of employees who attend e-learning training + Number of employees who attend classroom training)
Develop, Train, and Counsel Employees: 62.0190 / (62.0260 + 62.0270)
100113 Learning management system upgrade and maintenance cost per employee attending classroom or e-learning training
Upgrade and maintenance costs associated with ownership for your LMS / (Number of employees who attend e-learning training + Number of employees who attend classroom training)
Develop, Train, and Counsel Employees: 62.0200 / (62.0260 + 62.0270)
104049 Personnel cost to perform the processes "manage employee development" and "develop and train employees" per $1,000 revenue
((Percentage of internal cost to perform the process group "develop and counsel-learning only" allocated to personnel/100) * Total internal cost to perform the process group "develop and counsel-learning only") / (Total business entity revenue * .001)
HUMAN CAPITAL MANAGEMENT (HCM)DEVELOP, TRAIN, AND COUNSEL EMPLOYEES (75 MEASURES)COST EFFECTIVENESS (18 MEASURES)
104052 Personnel cost to perform the processes "manage employee development" and "develop and train employees" per business entity employee
((Percentage of internal cost to perform the process group "develop and counsel-learning only" allocated to personnel/100) * Total internal cost to perform the process group "develop and counsel-learning only") / Number of business entity employees
Develop, Train, and Counsel Employees: ((204.0170a/100) * 204.0160a) / 200.0180a
104054 Personnel cost to perform the processes "manage employee orientation and deployment," "manage employee performance," and "manage employee relations" per $1,000 revenue
((Percentage of internal cost to perform the process group "develop and counsel employees" allocated to personnel/100) * Internal cost to perform the process group "develop and counsel-performance and employee relations") / (Total business entity revenue * .001)
104057 Personnel cost to perform the processes "manage employee orientation and deployment," "manage employee performance," and "manage employee relations" per business entity employee
((Percentage of internal cost to perform the process group "develop and counsel employees" allocated to personnel/100) * Internal cost to perform the process group "develop and counsel-performance and employee relations") / Number of business entity employees
Develop, Train, and Counsel Employees: ((204.0030a/100) * 204.0020a) / 200.0180a
101434 Total cost for the learning management system as a percentage of the system cost to perform the processes "manage employee development" and "develop and train employees"
((Hardware costs associated with ownership for your LMS + Software costs associated with ownership for your LMS + Upgrade and maintenance costs associated with ownership for your LMS + Consultancy/third-party costs associated with ownership for your LMS) / Systems cost to perform the process group "develop and counsel-learning only" ) * 100
HUMAN CAPITAL MANAGEMENT (HCM)DEVELOP, TRAIN, AND COUNSEL EMPLOYEES (75 MEASURES)COST EFFECTIVENESS (18 MEASURES)
103484 Total cost for the learning management system per employee attending classroom or e-learning training
(Hardware costs associated with ownership for your LMS + Software costs associated with ownership for your LMS + Upgrade and maintenance costs associated with ownership for your LMS + Consultancy/third-party costs associated with ownership for your LMS) / (Number of employees who attend e-learning training + Number of employees who attend classroom training)
HUMAN CAPITAL MANAGEMENT (HCM)DEVELOP, TRAIN, AND COUNSEL EMPLOYEES (75 MEASURES)CYCLE TIME (6 MEASURES)
100295 Response time in hours for routine "develop and counsel employees" inquiries
Response time in hours for a routine inquiry for the process group "develop and counsel employees"
Develop, Train, and Counsel Employees: 204.0520
PROCESS EFFICIENCY (12 MEASURES)100999 Number of FTEs that perform process group "develop and
counsel employees" per $1 billion revenue(Number of FTEs who perform the process group "develop and counsel employees" + Number of FTEs who perform the process group "develop and counsel-learning only") / (Total business entity revenue * .000000001)
101000 Number of FTEs that perform processes "manage employee development" and "develop and train employees" per $1 billion revenue
Number of FTEs who perform the process group "develop and counsel-learning only" / (Total business entity revenue * .000000001)
Develop, Train, and Counsel Employees: 204.0150d / (200.0050 * .000000001)
101004 Number of FTEs that perform processes "manage employee orientation and deployment," "manage employee performance," and "manage employee relations" per $1 billion revenue
Number of FTEs who perform the process group "develop and counsel employees" / (Total business entity revenue * .000000001)
Develop, Train, and Counsel Employees: 204.0010d / (200.0050 * .000000001)
101904 Percentage of CEO and senior leadership time spent on leadership development
Percentage of CEO and senior leadership time put toward leadership development
Develop, Train, and Counsel Employees: 204.0450
102302 Percentage of middle management/specialists that receive a formal performance review
Percentage of middle management/specialist employees who receive a formal performance review
Develop, Train, and Counsel Employees: 204.0070b
102331 Percentage of operational workers/office staff that receive a formal performance review
Percentage of operational worker/office staff employees who receive a formal performance review
HUMAN CAPITAL MANAGEMENT (HCM)DEVELOP, TRAIN, AND COUNSEL EMPLOYEES (75 MEASURES)PROCESS EFFICIENCY (12 MEASURES)
102619 Percentage of senior management/executives that receive a formal performance review
Percentage of senior management/executive employees who receive a formal performance review
Develop, Train, and Counsel Employees: 204.0070a
103478 Hours spent developing new classroom training content per trainee
Number of hours for developing classroom training / Number of employees who attend classroom training
Develop, Train, and Counsel Employees: 204.0260 / 204.0280
103480 Hours spent developing new e-learning training content per trainee
Number of hours for developing e-learning training / Number of employees who attend e-learning training
Develop, Train, and Counsel Employees: 204.0250 / 204.0270
102304 Percentage of middle management/specialists who attended management development programs
Percentage of middle management/specialists who attend management development programs
Develop, Train, and Counsel Employees: 204.0440b
102315 Percentage of operational staff/office staff who attended management development programs
Percentage of operational worker/office staff who attend management development programs
Develop, Train, and Counsel Employees: 204.0440c
102621 Percentage of senior management/executives who attend management development programs
Percentage of senior management/executives who attend management development programs
Develop, Train, and Counsel Employees: 204.0440a
STAFF PRODUCTIVITY (3 MEASURES)100485 Number of business entity employees per "manage employee
development" and "develop and train business entity employees" FTE
Number of business entity employees / Number of FTEs who perform the process group "develop and counsel-learning only"
Develop, Train, and Counsel Employees: 200.0180a / 204.0150d
100486 Number of business entity employees per "manage employee orientation and deployment," "manage employee performance," and "manage employee relations" FTE
Number of business entity employees / Number of FTEs who perform the process group "develop and counsel employees"
Develop, Train, and Counsel Employees: 200.0180a / 204.0010d
HUMAN CAPITAL MANAGEMENT (HCM)DEVELOP, TRAIN, AND COUNSEL EMPLOYEES (75 MEASURES)STAFF PRODUCTIVITY (3 MEASURES)
100484 Number of business entity employees per FTE that performs the process group "Develop and counsel employees"
Number of business entity employees / (Number of FTEs who perform the process group "develop and counsel employees" + Number of FTEs who perform the process group "develop and counsel-learning only")
Develop, Train, and Counsel Employees: 200.0180a / (204.0010d + 204.0150d)
SUPPLEMENTAL INFORMATION (36 MEASURES)100224 Number of learning days per middle management/specialists
employeeNumber of days dedicated to formal learning per middle management/specialist employee
Develop, Train, and Counsel Employees: 204.0330b
100226 Number of learning days per operational workers/office staff employee
Number of days dedicated to formal learning per operational worker/office staff employee
Develop, Train, and Counsel Employees: 204.0330c
100228 Number of learning days per senior management/executive employee
Number of days per employee dedicated to learning for senior management/executive employees
Develop, Train, and Counsel Employees: 204.0330a
101363 Number of monthly non-routine "develop and counsel employees" inquiries per business entity employee
Number of non-routine inquiries received monthly for the process group "develop and counsel" / Number of business entity employees
Develop, Train, and Counsel Employees: 204.0500 / 200.0180a
101399 Number of monthly routine "develop and counsel employees" inquiries per business entity employee
Number of routine inquiries received monthly for the process group "develop and counsel" / Number of business entity employees
Develop, Train, and Counsel Employees: 204.0490 / 200.0180a
HUMAN CAPITAL MANAGEMENT (HCM)DEVELOP, TRAIN, AND COUNSEL EMPLOYEES (75 MEASURES)SUPPLEMENTAL INFORMATION (36 MEASURES)
100037 Other cost of the processes "manage employee orientation and deployment," "manage employee performance," and "manage employee relations" as a percentage of total cost to perform the processes
(Percentage of internal cost to perform the process group "develop and counsel-performance and employee relations" allocated to costs other than personnel, systems, overhead, and outsourced*Internal cost to perform the process group "develop and counsel-performance and employee relations")/Total cost to perform the process group "develop and counsel-performance and employee relations"
Develop, Train, and Counsel Employees: (204.0030d*204.0020a)/204.0020c
100031 Other cost to perform the processes "manage employee development" and "develop and train employees" as a percentage of total cost to perform the processes
(Percentage of internal cost to perform the process group "develop and counsel-learning only" allocated to costs other than personnel, systems, and overhead*Total internal cost to perform the process group "develop and counsel-learning only")/Total cost to perform the process group "develop and counsel-learning only"
Develop, Train, and Counsel Employees: (204.0170d*204.0160a)/204.0160c
101644 Outsourced cost of the processes "manage employee development" and "develop and train employees" as a percentage of the total cost to perform the processes
(Outsourced cost to perform the process group "develop and counsel-learning only"/Total cost to perform the process group "develop and counsel-learning only")*100
Develop, Train, and Counsel Employees: (204.0160b/204.0160c)*100
101646 Outsourced cost of the processes "manage employee orientation and deployment," "manage employee performance," and "manage employee relations" as a percentage of the total cost to perform the processes
(Outsourced cost of the process group "develop and counsel-performance and employee relations"/Total cost to perform the process group "develop and counsel-performance and employee relations")*100
Develop, Train, and Counsel Employees: (204.0020b/204.0020c)*100
100048 Overhead cost to perform the processes "manage employee development" and "develop and train employees" as a percentage of the total cost to perform the processes
(Percentage of internal cost to perform the process group "develop and counsel-learning only" allocated to overhead*Total internal cost to perform the process group "develop and counsel-learning only")/Total cost to perform the process group "develop and counsel-learning only"
Develop, Train, and Counsel Employees: (204.0170c*204.0160a)/204.0160c
HUMAN CAPITAL MANAGEMENT (HCM)DEVELOP, TRAIN, AND COUNSEL EMPLOYEES (75 MEASURES)SUPPLEMENTAL INFORMATION (36 MEASURES)
100050 Overhead cost to perform the processes "manage employee orientation and deployment," "manage employee performance," and "manage employee relations" as a percentage of the total cost to perform the processes
(Percentage of internal cost to perform the process group "develop and counsel employees" allocated to overhead*Internal cost to perform the process group "develop and counsel-performance and employee relations")/Total cost to perform the process group "develop and counsel-performance and employee relations"
Develop, Train, and Counsel Employees: (204.0030c*204.0020a)/204.0020c
101784 Percentage of "develop and counsel employees" inquiries received that are non-routine
Number of non-routine inquiries received monthly for the process group "develop and counsel"/(Number of routine inquiries received monthly for the process group "develop and counsel"+Number of non-routine inquiries received monthly for the process group "develop and counsel")*100
Develop, Train, and Counsel Employees: 204.0500/(204.0490+204.0500)*100
101777 Percentage of "develop and counsel employees" inquiries received that are routine
Number of routine inquiries received monthly for the process group "develop and counsel"/(Number of routine inquiries received monthly for the process group "develop and counsel"+Number of non-routine inquiries received monthly for the process group "develop and counsel")*100
Develop, Train, and Counsel Employees: 204.0490/(204.0490+204.0500)*100
101778 Percentage of "develop and counsel employees" inquiries received via channels other than e-mail, phone, and face-to-face
Percentage of inquiries received monthly for the process group "develop and counsel employees" via channels other than e-mail, phone, and face-to-face interaction
Develop, Train, and Counsel Employees: 168.0230
101779 Percentage of "develop and counsel employees" inquiries received via digital communication channels
Percentage of inquiries received for the process group "develop and counsel employees" employees" through digital communication channels
Develop, Train, and Counsel Employees: 204.0510a
101780 Percentage of "develop and counsel employees" inquiries received via e-mail
Percentage of inquiries received monthly for the process group "develop and counsel" via e-mail
HUMAN CAPITAL MANAGEMENT (HCM)DEVELOP, TRAIN, AND COUNSEL EMPLOYEES (75 MEASURES)SUPPLEMENTAL INFORMATION (36 MEASURES)
100064 Personnel cost to perform the processes "manage employee development" and "develop and train employees" as a percentage of the total cost to perform the processes
(Percentage of internal cost to perform the process group "develop and counsel-learning only" allocated to personnel*Total internal cost to perform the process group "develop and counsel-learning only")/Total cost to perform the process group "develop and counsel-learning only"
Develop, Train, and Counsel Employees: (204.0170a*204.0160a)/204.0160c
100068 Personnel cost to perform the processes "manage employee orientation and deployment," "manage employee performance," and "manage employee relations" as a percentage of the total cost to perform the processes
(Percentage of internal cost to perform the process group "develop and counsel employees" allocated to personnel*Internal cost to perform the process group "develop and counsel-performance and employee relations")/Total cost to perform the process group "develop and counsel-performance and employee relations"
Develop, Train, and Counsel Employees: (204.0030a*204.0020a)/204.0020c
100085 Systems cost to perform the processes "manage employee development" and "develop and train employees" as a percentage of the total cost to perform the processes
(Percentage of internal cost to perform the process group "develop and counsel-learning only" allocated to systems*Total internal cost to perform the process group "develop and counsel-learning only")/Total cost to perform the process group "develop and counsel-learning only"
Develop, Train, and Counsel Employees: (204.0170b*204.0160a)/204.0160c
100087 Systems cost to perform the processes "manage employee orientation and deployment," "manage employee performance," and "manage employee relations" as a percentage of the total cost to perform the processes
(Percentage of internal cost to perform the process group "develop and counsel employees" allocated to systems*Internal cost to perform the process group "develop and counsel-performance and employee relations")/Total cost to perform the process group "develop and counsel-performance and employee relations"
Develop, Train, and Counsel Employees: (204.0030b*204.0020a)/204.0020c
HUMAN CAPITAL MANAGEMENT (HCM)HCM ORGANIZATION (76 MEASURES)COST EFFECTIVENESS (30 MEASURES)
104133 Personnel cost to perform the HR function per $1,000 revenue
(Total cost to perform the function "develop and manage human capital" * Percentage of cost to perform the HR function allocated to internal costs * Percentage of internal cost to perform the HR function allocated to personnel costs * .0001) / (Total business entity revenue*.001)
104135 Personnel cost to perform the HR function per business entity FTE
(Total cost to perform the function "develop and manage human capital" * Percentage of cost to perform the HR function allocated to internal costs * Percentage of internal cost to perform the HR function allocated to personnel costs * .0001) / Number of business entity FTEs
104164 Systems cost to perform the HR function per $1,000 revenue (Total cost to perform the function "develop and manage human capital" * Percentage of cost to perform the HR function allocated to internal costs * Percentage of internal cost to perform the HR function allocated to systems costs * .0001) / (Total business entity revenue*.001)
103558 Total cost to perform the HR function per "develop and counsel employees" FTE
Total cost to perform the function "develop and manage human capital" / Number of FTEs who perform the process group "develop and counsel employees"
HCM Organization: 228.0270 / 228.0300c
103563 Total cost to perform the HR function per "develop and manage HR planning, policies, and strategies" FTE
Total cost to perform the function "develop and manage human capital" / Number of FTEs who perform the process group "develop and manage human resources (HR) planning, policies, and strategies"
HCM Organization: 228.0270 / 228.0300a
103559 Total cost to perform the HR function per "manage employee information" FTE
Total cost to perform the function "develop and manage human capital" / Number of FTEs who perform the process group "manage employee information"
HUMAN CAPITAL MANAGEMENT (HCM)HCM ORGANIZATION (76 MEASURES)COST EFFECTIVENESS (30 MEASURES)
103560 Total cost to perform the HR function per "recruit, source, and select employees" FTE
Total cost to perform the function "develop and manage human capital" / Number of FTEs who perform the process group "recruit, source, and select employees"
HCM Organization: 228.0270 / 228.0300b
103561 Total cost to perform the HR function per "redeploy and retire employees" FTE
Total cost to perform the function "develop and manage human capital" / Number of FTEs who perform the process group "redeploy and retire employees"
HCM Organization: 228.0270 / 228.0300e
103562 Total cost to perform the HR function per "reward and retain employees" FTE
Total cost to perform the function "develop and manage human capital" / Number of FTEs who perform the process group "reward and retain employees"
HCM Organization: 228.0270 / 228.0300d
103555 Total cost to perform the HR function per $1,000 revenue Total cost to perform the function "develop and manage human capital" / (Total business entity revenue*.001)
HCM Organization: 228.0270 / (228.0060*.001)
103566 Total cost to perform the HR function per business entity employee
Total cost to perform the function "develop and manage human capital" / Number of business entity employees
HCM Organization: 228.0270 / 228.0080
104041 Total cost to perform the HR function per business entity FTE Total cost to perform the function "develop and manage human capital" / Number of business entity FTEs
HCM Organization: 228.0270 / 228.0120a
103564 Total cost to perform the HR function per HR function FTE Total cost to perform the function "develop and manage human capital" / Number of FTEs who perform the function "develop and manage human capital"
HCM Organization: 228.0270 / 228.0300g
100195 Average fully loaded salary for middle management or specialists
Personnel cost for all middle management/specialist employees / Number of middle management/specialist employees
HCM Organization: 67.0460b / 67.0290b
100196 Average fully loaded salary for operational workers or office staff
Personnel cost for all operational worker/office staff employees / Number of operational worker/office staff employees
HUMAN CAPITAL MANAGEMENT (HCM)HCM ORGANIZATION (76 MEASURES)COST EFFECTIVENESS (30 MEASURES)
100197 Average fully loaded salary for senior management or executives
Personnel cost for all senior management/executive employees / Number of senior management/executive employees
HCM Organization: 67.0460a / 67.0290a
103488 Budget for the HR function per business entity employee Budget to perform the function "develop and manage human capital" / Number of business entity employees
HCM Organization: 228.0260 / 228.0080
104042 Internal cost to perform HR administration activities per $1,000 revenue
Internal cost for HR administration / (Total business entity revenue * 0.0010)
HCM Organization: 67.0340a / (67.0140 * 0.0010)
104043 Internal cost to perform HR administration activities per business entity employee
Internal cost for HR administration / Number of business entity employees
HCM Organization: 182.0380a / 182.0320
104044 Internal cost to perform learning administration activities per $1,000 revenue
Internal cost for learning administration / (Total business entity revenue * 0.0010)
HCM Organization: 67.0340c / (67.0140 * 0.0010)
104045 Internal cost to perform learning administration activities per business entity employee
Internal cost for learning administration/ Number of business entity employees
HCM Organization: 182.0380c/ 182.0320
104046 Internal cost to perform payroll administration activities per $1,000 revenue
Internal cost for payroll administration / (Total business entity revenue * 0.0010)
HCM Organization: 67.0340b / (67.0140 * 0.0010)
104047 Internal cost to perform payroll administration activities per business entity employee
Internal cost for payroll administration/Number of business entity employees
HCM Organization: 182.0380b/182.0320
104132 Personnel cost for the business entity per business entity employee
Personnel cost for all employees / Number of business entity employees
HCM Organization: 228.0120b / 228.0080
100132 Personnel cost of temporary staff/contractor per temporary staff/contractor
Personnel cost of temporary staff/contractors / Number of temporary staff/contractors
HUMAN CAPITAL MANAGEMENT (HCM)HCM ORGANIZATION (76 MEASURES)COST EFFECTIVENESS (30 MEASURES)
104136 Personnel cost to perform the HR function per business entity employee
(Total cost to perform the function "develop and manage human capital" * Percentage of cost to perform the HR function allocated to internal costs * Percentage of internal cost to perform the HR function allocated to personnel costs * .0001) / Number of business entity employees
104165 Systems cost to perform the HR function per business entity employee
(Total cost to perform the function "develop and manage human capital" * Percentage of cost to perform the HR function allocated to internal costs * Percentage of internal cost to perform the HR function allocated to systems costs * .0001) / Number of business entity employees
103486 Total budget for the HR function per $1,000 revenue Budget to perform the function "develop and manage human capital" / (Total business entity revenue*.001)
HCM Organization: 228.0260 / (228.0060*.001)
103487 Total budget for the HR function per business entity FTE Budget to perform the function "develop and manage human capital" / Number of business entity FTEs
HCM Organization: 228.0260 / 228.0120a
103489 Total business entity personnel cost per $1,000 revenue Personnel cost for all employees / (Total business entity revenue * .001)
HCM Organization: 228.0120b / (228.0060 * .001)
PROCESS EFFICIENCY (9 MEASURES)101031 Number of FTEs that perform HR administration activities per
$1 billion revenueNumber of FTEs who perform HR administrative activities (exclude the activities for processing and distributing payments) / (Total business entity revenue*.000000001)
HUMAN CAPITAL MANAGEMENT (HCM)HCM ORGANIZATION (76 MEASURES)PROCESS EFFICIENCY (9 MEASURES)
102292 Percentage of middle management/specialist salary that is performance-related pay
Percentage of salaries for all middle management/specialist employees that is performance-related pay
HCM Organization: 228.0460b
102321 Percentage of operational workers/office staff salary that is performance-related pay
Percentage of salaries for all operational worker/office staff employees that is performance-related pay
HCM Organization: 228.0460c
102608 Percentage of senior management/executive salary that is performance-related pay
Percentage of salaries for all senior management/executive employees that is performance-related pay
HCM Organization: 228.0460a
101040 Number of FTEs that perform learning administration activities per $1 billion revenue
Number of FTEs who perform learning administrative activities (exclude the activities for processing and distributing payments) / (Total business entity revenue*.000000001)
101082 Number of FTEs that perform payroll administration activities per $1 billion revenue
Number of FTEs who perform payroll administrative activities (exclude the activities for processing and distributing payments) / (Total business entity revenue*.000000001)
101972 Percentage of employees with access to Employee Self-Service (ESS) system
Percentage of employees with ESS access
HCM Organization: 228.0370
102280 Percentage of managers with access to Manager Self-Service (MSS) system
Percentage of managers with MSS access
HCM Organization: 228.0380
STAFF PRODUCTIVITY (7 MEASURES)100943 Number of business entity employees per HR function FTE Number of business entity employees / Number
of FTEs who perform the function "develop and manage human capital"
HCM Organization: 228.0080 / 228.0300g
100487 Number of business entity employees per FTE in HR administration
Number of business entity employees / Number of FTEs who perform HR administrative activities (exclude the activities for processing and distributing payments)
HUMAN CAPITAL MANAGEMENT (HCM)HCM ORGANIZATION (76 MEASURES)STAFF PRODUCTIVITY (7 MEASURES)
100488 Number of business entity employees per FTE in learning administration
Number of business entity employees / Number of FTEs who perform learning administrative activities (exclude the activities for processing and distributing payments)
HCM Organization: 228.0080 / 228.0320c
100490 Number of business entity employees per FTE in payroll administration
Number of business entity employees / Number of FTEs who perform payroll administrative activities (exclude the activities for processing and distributing payments)
HCM Organization: 228.0080 / 228.0320b
101335 Number of middle management/specialists employees per HR function FTE
Number of middle management/specialist employees / Number of FTEs who perform the function "develop and manage human capital"
HCM Organization: 228.0100b / 228.0300g
101368 Number of operational workers/office staff employees per HR function FTE
Number of operational worker/office staff employees / Number of FTEs who perform the function "develop and manage human capital"
HCM Organization: 228.0100c / 228.0300g
101416 Number of senior management/executive employees per HR function FTE
Number of senior management/executive employees / Number of FTEs who perform the function "develop and manage human capital"
HCM Organization: 228.0100a / 228.0300g
SUPPLEMENTAL INFORMATION (30 MEASURES)100861 Middle management/specialists as a percentage of total
business entity employees(Number of middle management/specialist employees / Number of business entity employees) * 100
HCM Organization: (228.0100b / 228.0080) * 100
101441 Operational workers/office staff as a percentage of total business entity employees
(Number of operational worker/office staff employees / Number of business entity employees) * 100
HCM Organization: (228.0100c / 228.0080) * 100
100028 Other cost to perform the HR function as a percentage of the total cost to perform the function
(Costs other than personnel, systems, overhead, and outsourced to perform the function "develop and manage human capital" / Total cost to perform the function "develop and manage human capital") * 100.0
HUMAN CAPITAL MANAGEMENT (HCM)HCM ORGANIZATION (76 MEASURES)SUPPLEMENTAL INFORMATION (30 MEASURES)
100043 Outsourced cost to perform the HR function as a percentage of total HR function cost
Percentage of cost to perform the HR function allocated to external costs
HCM Organization: 228.0280b
100045 Overhead cost to perform the HR function as a percentage of the total cost to perform the function
(Overhead cost to perform the function "develop and manage human capital" / Total cost to perform the function "develop and manage human capital") * 100.0
HCM Organization: (67.0330c / 67.0330f) * 100.0
101963 Percentage of business entity employees who are 60 years old or greater
(Number of employees greater than 60 years old / Number of business entity employees) * 100.0
HCM Organization: (67.0320i / 168.0050) * 100.0
101964 Percentage of business entity employees who are at least 25 but less than 30 years old
(Number of employees between 25 and 30 years old / Number of business entity employees) * 100.0
HCM Organization: (67.0320b / 168.0050) * 100.0
101965 Percentage of business entity employees who are at least 30 but less than 35 years old
(Number of employees between 30 and 35 years old / Number of business entity employees) * 100.0
HCM Organization: (67.0320c / 168.0050) * 100.0
101966 Percentage of business entity employees who are at least 35 but less than 40 years old
(Number of employees between 35 and 40 years old / Number of business entity employees) * 100.0
HCM Organization: (67.0320d / 168.0050) * 100.0
101967 Percentage of business entity employees who are at least 40 but less than 45 years old
(Number of employees between 40 and 45 years old / Number of business entity employees) * 100.0
HCM Organization: (67.0320e / 168.0050) * 100.0
101968 Percentage of business entity employees who are at least 45 but less than 50 years old
(Number of employees between 45 and 50 years old / Number of business entity employees) * 100.0
HUMAN CAPITAL MANAGEMENT (HCM)HCM ORGANIZATION (76 MEASURES)SUPPLEMENTAL INFORMATION (30 MEASURES)
101969 Percentage of business entity employees who are at least 50 but less than 55 years old
(Number of employees between 50 and 55 years old / Number of business entity employees) * 100.0
HCM Organization: (67.0320g / 168.0050) * 100.0
101970 Percentage of business entity employees who are at least 55 but less than 60 years old
(Number of employees between 55 and 60 years old / Number of business entity employees) * 100.0
HCM Organization: (67.0320h / 168.0050) * 100.0
101971 Percentage of business entity employees who are less than 25 years old
(Number of employees less than 25 years old / Number of business entity employees) * 100.0
HCM Organization: (67.0320a / 168.0050) * 100.0
101873 Percentage of business entity employees with 15 years of tenure or more
((Number of employees employed between 15 and 20 years + Number of employees employed between 20 and 25 years + Number of employees employed greater than 25 years) / Number of business entity employees) * 100.0
101874 Percentage of business entity employees with 20 years of tenure or more
((Number of employees employed between 20 and 25 years + Number of employees employed greater than 25 years) / Number of business entity employees) * 100.0
HUMAN CAPITAL MANAGEMENT (HCM)HCM ORGANIZATION (76 MEASURES)SUPPLEMENTAL INFORMATION (30 MEASURES)
104154 Personnel cost for senior management or executive employees as a percentage of total business entity personnel cost
(Personnel cost for all senior management/executive employees / Personnel cost for all employees) * 100.0
HCM Organization: (67.0460a / 67.0460d) * 100.0
100060 Personnel cost to perform the HR function as a percentage of total HR function cost
((Total cost to perform the function "develop and manage human capital" * Percentage of cost to perform the HR function allocated to internal costs * Percentage of internal cost to perform the HR function allocated to personnel costs * .0001) / Total cost to perform the function "develop and manage human capital") * 100
103176 Senior management/executives as a percentage of total business entity employees
(Number of senior management/executive employees / Number of business entity employees) * 100
HCM Organization: (228.0100a / 228.0080) * 100
100082 Systems cost to perform the HR function as a percentage of total HR function cost
((Total cost to perform the function "develop and manage human capital" * Percentage of cost to perform the HR function allocated to internal costs * Percentage of internal cost to perform the HR function allocated to systems costs * .0001) / Total cost to perform the function "develop and manage human capital") * 100
101435 Total cost for the learning management system as a percentage of the total cost to perform the HR function
((Hardware costs associated with ownership for your LMS + Software costs associated with ownership for your LMS + Upgrade and maintenance costs associated with ownership for your LMS + Consultancy/third-party costs associated with ownership for your LMS) / Total cost to perform the function "develop and manage human capital") * 100.0
CYCLE TIME (2 MEASURES)104029 Cycle time in days for the formal performance review
process from start to finish for middle management/specialists
Cycle time in days from start to finish for a formal performance review for a middle management/specialist employee
HCM Talent Management: 222.0380
104033 Cycle time in days for the formal performance review process from start to finish for senior management/executives
Cycle time in days from start to finish for a formal performance review for a senior management/executive employee
HCM Talent Management: 222.0370
SUPPLEMENTAL INFORMATION (4 MEASURES)100218 Number of learning days per employee Number of days dedicated to formal learning
per employee
HCM Talent Management: 222.0470
100909 Number of days absent per employee including maternity and paternity leave
Number of days absent due to sickness, maternity, and paternity leave per employee
HCM Talent Management: 222.0760
101818 Percentage of "reward and retain employees" inquiries received that are routine
Number of routine inquiries received monthly for the process group "reward and retain employees" / (Number of routine inquiries received monthly for the process group "reward and retain employees" + Number of non-routine inquiries received monthly for the process group "reward and retain employees") * 100
101733 Overhead cost of the process group "manage employee information" per business entity employee
((Percentage of internal cost to perform the process group "manage employee information" allocated to overhead * Internal cost to perform the process group "manage employee information") / 100)/ Number of business entity employees
101731 Overhead cost to perform the process group "manage employee information" per $1,000 revenue
((Percentage of internal cost to perform the process group "manage employee information" allocated to overhead * Internal cost to perform the process group "manage employee information") / 100) / (Total business entity revenue * 0.001)
104059 Personnel cost to perform the process group "Manage employee information and analytics" per $1,000 revenue
((Percentage of internal cost to perform the process group "manage employee information" allocated to personnel * Internal cost to perform the process group "manage employee information") / 100) / (Total business entity revenue * .001)
104065 Personnel cost to perform the process group "Manage employee information and analytics" per business entity employee
((Percentage of internal cost to perform the process group "manage employee information" allocated to personnel * Internal cost to perform the process group "manage employee information") / 100) / Number of business entity employees
HUMAN CAPITAL MANAGEMENT (HCM)MANAGE EMPLOYEE INFORMATION (28 MEASURES)COST EFFECTIVENESS (8 MEASURES)
103375 Systems cost to perform the process group "Manage employee information and analytics" per $1,000 revenue
((Percentage of internal cost to perform the process group "manage employee information" allocated to systems * Internal cost to perform the process group "manage employee information") / 100) / (Total business entity revenue * 0.001)
103376 Systems cost to perform the process group "Manage employee information and analytics" per business entity employee
((Percentage of internal cost to perform the process group "manage employee information" allocated to systems * Internal cost to perform the process group "manage employee information") / 100) / Number of business entity employees
CYCLE TIME (4 MEASURES)100584 Cycle time in days required to resolve an employee grievance Cycle time in days to resolve an employee
grievance
Manage Employee Information: 63.0220
100325 Average time in days to fulfill an ad hoc information request Cycle time in days for the function "develop and manage human capital" to fulfill an ad hoc information request
Manage Employee Information: 207.0160
100303 Response time in hours for non-routine "manage employee information" inquiries
Response time in hours for a non-routine inquiry for the process group "manage employee information"
Manage Employee Information: 207.0350
100305 Response time in hours for routine "manage employee information" inquiries
Response time in hours for a routine inquiry for the process group "manage employee information"
Manage Employee Information: 207.0340
PROCESS EFFICIENCY (1 MEASURES)101053 Number of FTEs that perform process group "Manage
employee information and analytics" per $1 billion revenueNumber of FTEs who perform the process group "manage employee information" / (Total business entity revenue * 0.000000001)
SUPPLEMENTAL INFORMATION (14 MEASURES)101364 Number of monthly non-routine "manage employee
information" inquiries per business entity employeeNumber of non-routine inquiries received monthly for the process group "manage employee information" / Number of business entity employees
Manage Employee Information: 207.0320 / 200.0180a
101400 Number of monthly routine "manage employee information" inquiries per business entity employee
Number of routine inquiries received monthly for the process group "manage employee information" / Number of business entity employees
Manage Employee Information: 207.0310 / 200.0180a
100039 Other cost to perform the process group "manage employee information" as a percentage of the total cost to perform the process group
(Percentage of internal cost to perform the process group "manage employee information" allocated to costs other than personnel, systems, and overhead*Internal cost to perform the process group "manage employee information")/Total cost to perform the process group "manage employee information"
100056 Overhead cost to perform the process group "manage employee information" as a percentage of the total cost to perform the process group
(Percentage of internal cost to perform the process group "manage employee information" allocated to overhead*Internal cost to perform the process group "manage employee information")/Total cost to perform the process group "manage employee information"
HUMAN CAPITAL MANAGEMENT (HCM)MANAGE EMPLOYEE INFORMATION (28 MEASURES)SUPPLEMENTAL INFORMATION (14 MEASURES)
101787 Percentage of "manage employee information" inquiries received that are non-routine
Number of non-routine inquiries received monthly for the process group "manage employee information"/(Number of routine inquiries received monthly for the process group "manage employee information"+Number of non-routine inquiries received monthly for the process group "manage employee information")*100
101788 Percentage of "manage employee information" inquiries received that are routine
Number of routine inquiries received monthly for the process group "manage employee information"/(Number of routine inquiries received monthly for the process group "manage employee information"+Number of non-routine inquiries received monthly for the process group "manage employee information")*100
101789 Percentage of "manage employee information" inquiries received via channels other than e-mail, phone, and face-to-face
Percentage of inquiries received monthly for the process group "manage employee information" via channels other than e-mail, phone, and face-to-face interaction
Manage Employee Information: 63.0280
101791 Percentage of "manage employee information" inquiries received via digital communication channels
Percentage of inquiries received for the process group "manage employee information" employees" through digital communication channels
Manage Employee Information: 207.0330a
101792 Percentage of "manage employee information" inquiries received via e-mail
Percentage of inquiries received monthly for the process group "manage employee information" via e-mail
Manage Employee Information: 188.0230
101794 Percentage of "manage employee information" inquiries received via face-to-face
Percentage of inquiries received monthly for the process group "manage employee information" via face-to-face interaction
Manage Employee Information: 63.0270
101796 Percentage of "manage employee information" inquiries received via non-digital communication channels
Percentage of inquiries received for the process group "manage employee information" employees" through non-digital communication channels
HUMAN CAPITAL MANAGEMENT (HCM)MANAGE EMPLOYEE INFORMATION (28 MEASURES)SUPPLEMENTAL INFORMATION (14 MEASURES)
101797 Percentage of "manage employee information" inquiries received via phone
Percentage of inquiries received monthly for the process group "manage employee information" via phone
Manage Employee Information: 188.0240
100070 Personnel cost to perform the process group "Manage employee information and analytics" as a percentage of the total cost to perform the process group
(Percentage of internal cost to perform the process group "manage employee information" allocated to personnel*Internal cost to perform the process group "manage employee information")/Total cost to perform the process group "manage employee information"
100819 Total labor cost to maintain and support HRIS as a percentage of total business entity personnel cost
(Labor cost for full or part-time employees to maintain and support HRIS+Labor cost for temporary or contract employees to maintain and support HRIS)/(Personnel cost of business entity FTEs) * 100
HUMAN CAPITAL MANAGEMENT (HCM)REDEPLOY AND RETIRE EMPLOYEES (46 MEASURES)COST EFFECTIVENESS (6 MEASURES)
103878 Total cost to perform the process group "redeploy and retire employees" per $1,000 revenue
Total cost to perform the process group "redeploy and retire employees" / (Total business entity revenue * .001)
Redeploy and Retire Employees: 206.0030c / (200.0050 * .001)
104061 Personnel cost to perform the process group "redeploy and retire employees" per $1,000 revenue
((Percentage of internal cost to perform the process group "redeploy and retire employees" allocated to personnel * Internal cost to perform the process group "redeploy and retire employees") / 100) / (Total business entity revenue * .001)
104075 Personnel cost to perform the process group "redeploy and retire employees" per business entity employee
((Percentage of internal cost to perform the process group "redeploy and retire employees" allocated to personnel * Internal cost to perform the process group "redeploy and retire employees")/ 100) / Number of business entity employees
Redeploy and Retire Employees: ((206.0040a * 206.0030a)/ 100) / 200.0180a
104036 Total expatriation cost as a percentage of total cost of continuing operations
(Total expenditure for expatriation / Total costs of continuing operations)*100
Redeploy and Retire Employees: (206.0260 / 200.0060)*100
104149 Total expenditure for repatriation as a percentage of total cost of continuing operations
(Total expenditure for repatriation / Total costs of continuing operations)*100
Redeploy and Retire Employees: (206.0250 / 200.0060)*100
104147 Total relocation expenses as a percentage of total cost of continuing operations
(Total cost of relocation expenses paid to employees / Total costs of continuing operations)*100
Redeploy and Retire Employees: (206.0230 / 200.0060)*100
CYCLE TIME (7 MEASURES)100523 Cycle time in days for processing an employee's retirement Cycle time in days to process an employee's
HUMAN CAPITAL MANAGEMENT (HCM)REDEPLOY AND RETIRE EMPLOYEES (46 MEASURES)PROCESS EFFICIENCY (8 MEASURES)
102166 Middle management/specialists involuntary terminations as a percentage of total involuntary terminations
(Number of involuntary employee terminations for middle management/specialist employees / Number of involuntary employee terminations)*100
Redeploy and Retire Employees: (206.0210b / 206.0210d)*100
101124 Number of FTEs that perform process group "redeploy and retire employees" per $1 billion revenue
Number of FTEs who perform the process group "redeploy and retire employees" / (Total business entity revenue * .000000001)
Redeploy and Retire Employees: 206.0010d / (200.0050 * .000000001)
102168 Operational workers/office staff involuntary terminations as a percentage of total involuntary terminations
(Number of involuntary employee terminations for operational worker/office staff employees / Number of involuntary employee terminations)*100
Redeploy and Retire Employees: (206.0210c / 206.0210d)*100
102170 Senior management/executives involuntary terminations as a percentage of total involuntary terminations
(Number of involuntary senior management/executive employee terminations / Number of involuntary employee terminations)*100
Redeploy and Retire Employees: (206.0210a / 206.0210d)*100
101431 Voluntary terminations as a percentage of total business entity employees
(Number of voluntary employee terminations/Number of business entity employees)*100
Redeploy and Retire Employees: (206.0180d/200.0180a)*100
101961 Percentage of business entity employees that were redeployed for reasons other than filling a vacancy
Percentage of employees redeployed for reasons other than filling a vacancy
Redeploy and Retire Employees: 206.0170
STAFF PRODUCTIVITY (2 MEASURES)100491 Number of business entity employees per FTE that performs
the process group "Redeploy and retire employees"Number of business entity employees / Number of FTEs who perform the process group "redeploy and retire employees"
Redeploy and Retire Employees: 200.0180a / 206.0010d
HUMAN CAPITAL MANAGEMENT (HCM)REDEPLOY AND RETIRE EMPLOYEES (46 MEASURES)STAFF PRODUCTIVITY (2 MEASURES)
101276 Number of internal hires per "redeploy and retire employees" FTE
Number of vacancies filled by internal candidates / Number of FTEs who perform the process group "redeploy and retire employees"
Redeploy and Retire Employees: 206.0150d / 206.0010d
SUPPLEMENTAL INFORMATION (23 MEASURES)102300 Middle management/specialists voluntary terminations as a
percentage of total voluntary terminations(Number of voluntary employee terminations for middle management/specialist employees / Number of voluntary employee terminations)*100
Redeploy and Retire Employees: (206.0180b / 206.0180d)*100
102814 Operational workers/office staff voluntary terminations as a percentage of total voluntary terminations
(Number of voluntary employee terminations for operational worker/office staff employees / Number of voluntary employee terminations)*100
Redeploy and Retire Employees: (206.0180c / 206.0180d)*100
102798 Percentage of vacancies filled by internal candidates for middle management/specialists
(Number of middle management/specialist employee vacancies filled by internal candidates / Number of vacancies filled by internal candidates)*100
Redeploy and Retire Employees: (206.0150b / 206.0150d)*100
102800 Percentage of vacancies filled by internal candidates for operational workers/office staff
(Number of operational worker/office staff employee vacancies filled by internal candidates / Number of vacancies filled by internal candidates)*100
Redeploy and Retire Employees: (206.0150c / 206.0150d)*100
102802 Percentage of vacancies filled by internal candidates for senior management/executives
(Number of senior management/executive employee vacancies filled by internal candidates / Number of vacancies filled by internal candidates)*100
Redeploy and Retire Employees: (206.0150a / 206.0150d)*100
102616 Senior management/executives voluntary terminations as a percentage of total voluntary terminations
(Number of voluntary senior management/executive employee terminations / Number of voluntary employee terminations)*100
Redeploy and Retire Employees: (206.0180a / 206.0180d)*100
HUMAN CAPITAL MANAGEMENT (HCM)REDEPLOY AND RETIRE EMPLOYEES (46 MEASURES)SUPPLEMENTAL INFORMATION (23 MEASURES)
104125 Employees relocated within a country as a percentage of total business entity employees
(Number of employees relocated within your country / Number of business entity employees)*100
Redeploy and Retire Employees: (206.0220 / 200.0180a)*100
101366 Number of monthly non-routine "redeploy and retire employees" inquiries per business entity employee
Number of non-routine inquiries received monthly for the process group "redeploy and retire employees" / Number of business entity employees
Redeploy and Retire Employees: 206.0280 / 200.0180a
101402 Number of monthly routine "redeploy and retire employees" inquiries per business entity employee
Number of routine inquiries received monthly for the process group "redeploy and retire employees" / Number of business entity employees
Redeploy and Retire Employees: 206.0270 / 200.0180a
100041 Other cost to perform the process group "redeploy and retire employees" as a percentage of the total cost to perform the process group
(Percentage of internal cost to perform the process group "redeploy and retire employees" allocated to costs other than personnel, systems, and overhead*Internal cost to perform the process group "redeploy and retire employees")/Total cost to perform the process group "redeploy and retire employees"
Redeploy and Retire Employees: (206.0040d*206.0030a)/206.0030c
101654 Outsourced cost of the process group "redeploy and retire employees" as a percentage of the total cost to perform the process group
Outsourced cost to perform the process group "redeploy and retire employees"/Total cost to perform the process group "redeploy and retire employees"*100
Redeploy and Retire Employees: 206.0030b/206.0030c*100
100058 Overhead cost to perform the process group "redeploy and retire employees" as a percentage of the total cost to perform the process group
(Percentage of internal cost to perform the process group "redeploy and retire employees" allocated to overhead*Internal cost to perform the process group "redeploy and retire employees")/Total cost to perform the process group "redeploy and retire employees"
Redeploy and Retire Employees: (206.0040c*206.0030a)/206.0030c
HUMAN CAPITAL MANAGEMENT (HCM)REDEPLOY AND RETIRE EMPLOYEES (46 MEASURES)SUPPLEMENTAL INFORMATION (23 MEASURES)
101813 Percentage of "redeploy and retire employees" inquiries received that are non-routine
Number of non-routine inquiries received monthly for the process group "redeploy and retire employees"/(Number of routine inquiries received monthly for the process group "redeploy and retire employees"+Number of non-routine inquiries received monthly for the process group "redeploy and retire employees")*100
Redeploy and Retire Employees: 206.0280/(206.0270+206.0280)*100
101814 Percentage of "redeploy and retire employees" inquiries received that are routine
Number of routine inquiries received monthly for the process group "redeploy and retire employees"/(Number of routine inquiries received monthly for the process group "redeploy and retire employees"+Number of non-routine inquiries received monthly for the process group "redeploy and retire employees")*100
Redeploy and Retire Employees: 206.0270/(206.0270+206.0280)*100
101811 Percentage of "redeploy and retire employees" inquiries received via digital communication channels
Percentage of inquiries received for the process group "redeploy and retire employees" employees" through digital communication channels
Redeploy and Retire Employees: 206.0290a
102072 Percentage of "redeploy and retire employees" inquiries received via face-to-face
Percentage of inquiries received monthly for the process group "redeploy and retire" via face-to-face interaction
Redeploy and Retire Employees: 64.0290
101812 Percentage of "redeploy and retire employees" inquiries received via non-digital communication channels
Percentage of inquiries received for the process group "redeploy and retire employees" employees" through non-digital communication channels
Redeploy and Retire Employees: 206.0290b
102074 Percentage of "redeploy and retire employees" process inquiries received via channels other than e-mail, phone, and face-to-face
Percentage of inquiries received monthly for the process group "redeploy and retire" via channels other than e-mail, phone, and face-to-face interaction
Redeploy and Retire Employees: 187.0270
102076 Percentage of "redeploy and retire employees" process inquiries received via e-mail
Percentage of inquiries received monthly for the process group "redeploy and retire" via e-mail
HUMAN CAPITAL MANAGEMENT (HCM)REDEPLOY AND RETIRE EMPLOYEES (46 MEASURES)SUPPLEMENTAL INFORMATION (23 MEASURES)
102078 Percentage of "redeploy and retire employees" process inquiries received via phone
Percentage of inquiries received monthly for the process group "redeploy and retire" via phone
Redeploy and Retire Employees: 187.0250
102818 Percentage of the work force that are expatriates Percentage of business entity's work force that are expatriates
Redeploy and Retire Employees: 206.0240
100072 Personnel cost to perform the process group "redeploy and retire employees" as a percentage of the total cost to perform the process group
(Percentage of internal cost to perform the process group "redeploy and retire employees" allocated to personnel*Internal cost to perform the process group "redeploy and retire employees")/Total cost to perform the process group "redeploy and retire employees"
Redeploy and Retire Employees: (206.0040a*206.0030a)/206.0030c
100095 Systems cost to perform the process group "redeploy and retire employees" as a percentage of the total cost to perform the process group
(Percentage of internal cost to perform the process group "redeploy and retire employees" allocated to systems*Internal cost to perform the process group "redeploy and retire employees")/Total cost to perform the process group "redeploy and retire employees"
Redeploy and Retire Employees: (206.0040b*206.0030a)/206.0030c
HUMAN CAPITAL MANAGEMENT (HCM)REWARD AND RETAIN EMPLOYEES (30 MEASURES)COST EFFECTIVENESS (7 MEASURES)
103894 Total cost to perform the process group "reward and retain employees" per $1,000 revenue
Total cost to perform the process group "reward and retain employees" / (Total business entity revenue * .001)
Reward and Retain Employees: 205.0050c / (200.0050 * .001)
103966 Total cost to perform the process group "reward and retain employees" per business entity employee
Total cost to perform the process group "reward and retain employees" / Number of business entity employees
Reward and Retain Employees: 205.0050c / 200.0180a
100311 Average salary including base, overtime, and variable pay for middle management or specialists
(Total base pay for middle management/specialist employees + Total overtime pay for middle management/specialist employees + Total variable pay for middle management/specialist employees) / Number of middle management/specialist employees
100314 Average salary including base, overtime, and variable pay for operational workers or office staff
(Total base pay for operational worker/office staff employees + Total overtime pay for operational worker/office staff employees + Total variable pay for operational worker/office staff employees) / Number of operational worker/office staff employees
100317 Average salary including base, overtime, and variable pay for senior management or executives
(Total base pay for senior management/executive employees + Total overtime pay for senior management/executive employees + Total variable pay for senior management/executive employees) / Number of senior management/executive employees
104077 Personnel cost to perform the process group "reward and retain employees" per $1,000 revenue
((Percentage of internal cost to perform the process group "reward and retain employees" allocated to personnel * Internal cost to perform the process group "reward and retain employees") / 100) / (Total business entity revenue * .001)
HUMAN CAPITAL MANAGEMENT (HCM)REWARD AND RETAIN EMPLOYEES (30 MEASURES)COST EFFECTIVENESS (7 MEASURES)
104062 Personnel cost to perform the process group "reward and retain employees" per business entity employee
((Percentage of internal cost to perform the process group "reward and retain employees" allocated to personnel * Internal cost to perform the process group "reward and retain employees") / 100) / Number of business entity employees
CYCLE TIME (2 MEASURES)100299 Response time in hours for non-routine "reward and retain
employees" inquiriesResponse time in hours for a non-routine inquiry for the process group "reward and retain employees"
Reward and Retain Employees: 205.0490
100302 Response time in hours for routine "reward and retain employees" inquiries
Response time in hours for a routine inquiry for the process group "reward and retain employees"
Reward and Retain Employees: 205.0480
PROCESS EFFICIENCY (1 MEASURES)101137 Number of FTEs that perform process group "Reward and
retain employees" per $1 billion revenueNumber of FTEs who perform the process group "reward and retain employees" / (Total business entity revenue * .000000001)
Reward and Retain Employees: 205.0030d / (200.0050 * .000000001)
STAFF PRODUCTIVITY (1 MEASURES)100492 Number of business entity employees per FTE that performs
the process group "Reward and retain employees"Number of business entity employees / Number of FTEs who perform the process group "reward and retain employees"
Reward and Retain Employees: 200.0180a / 205.0030d
SUPPLEMENTAL INFORMATION (19 MEASURES)100907 Number of days absent per employee excluding maternity
and paternity leaveNumber of days absent due to sickness excluding maternity and paternity leave per employee
Reward and Retain Employees: 205.0360b
100115 Base pay per middle management or specialist employee Total base pay for middle management/specialist employees / Number of middle management/specialist employees
Reward and Retain Employees: 205.0150b(i) / 200.0190b
HUMAN CAPITAL MANAGEMENT (HCM)REWARD AND RETAIN EMPLOYEES (30 MEASURES)SUPPLEMENTAL INFORMATION (19 MEASURES)
100118 Base pay per operational worker or office staff employee Total base pay for operational worker/office staff employees / Number of operational worker/office staff employees
Reward and Retain Employees: 205.0150c(i) / 200.0190c
100121 Base pay per senior management or executive employee Total base pay for senior management/executive employees / Number of senior management/executive employees
Reward and Retain Employees: 205.0150a(i) / 200.0190a
101367 Number of monthly non-routine "reward and retain employees" inquiries per business entity employee
Number of non-routine inquiries received monthly for the process group "reward and retain employees" / Number of business entity employees
Reward and Retain Employees: 205.0460 / 200.0180a
101403 Number of monthly routine "reward and retain employees" inquiries per business entity employee
Number of routine inquiries received monthly for the process group "reward and retain employees" / Number of business entity employees
Reward and Retain Employees: 205.0450 / 200.0180a
100233 Number of vacation days per year per employee Number of vacation days per year per employee
Reward and Retain Employees: 205.0330
100033 Other cost to perform the process group "reward and retain employees" as a percentage of total cost to perform the process
(Percentage of internal cost to perform the process group "reward and retain employees" allocated to costs other than personnel, systems, and overhead*Internal cost to perform the process group "reward and retain employees")/Total cost to perform the process group "reward and retain employees"
Reward and Retain Employees: (205.0060d*205.0050a)/205.0050c
101648 Outsourced cost of the process group "reward and retain employees" as a percentage of the total cost to perform the process group
Outsourced cost to perform the process group "reward and retain employees"/Total cost to perform the process group "reward and retain employees"*100
Reward and Retain Employees: 205.0050b/205.0050c*100
HUMAN CAPITAL MANAGEMENT (HCM)REWARD AND RETAIN EMPLOYEES (30 MEASURES)SUPPLEMENTAL INFORMATION (19 MEASURES)
100052 Overhead cost to perform the process group "reward and retain employees" as a percentage of the total cost to perform the process group
(Percentage of internal cost to perform the process group "reward and retain employees" allocated to overhead*Internal cost to perform the process group "reward and retain employees")/Total cost to perform the process group "reward and retain employees"
Reward and Retain Employees: (205.0060d*205.0050a)/205.0050c
101817 Percentage of "reward and retain employees" inquiries received that are non-routine
Number of non-routine inquiries received monthly for the process group "reward and retain employees"/(Number of routine inquiries received monthly for the process group "reward and retain employees"+Number of non-routine inquiries received monthly for the process group "reward and retain employees")*100
Reward and Retain Employees: 205.0460/(205.0450+205.0460)*100
101819 Percentage of "reward and retain employees" inquiries received via channels other than e-mail, phone, and face-to-face
Percentage of inquiries received monthly for the process group "reward and retain employees" via channels other than e-mail, phone, and face-to-face interaction
Reward and Retain Employees: 65.0310
101821 Percentage of "reward and retain employees" inquiries received via digital communication channels
Percentage of inquiries received for the process group "reward and retain employees" through digital communication channels
Reward and Retain Employees: 205.0470a
101822 Percentage of "reward and retain employees" inquiries received via e-mail
Percentage of inquiries received monthly for the process group "reward and retain employees" via e-mail
Reward and Retain Employees: 186.0310
101815 Percentage of "reward and retain employees" inquiries received via face-to-face
Percentage of inquiries received monthly for the process group "reward and retain employees" via face-to-face interaction
Reward and Retain Employees: 65.0300
101824 Percentage of "reward and retain employees" inquiries received via non-digital communication channels
Percentage of inquiries received for the process group "reward and retain employees" through non-digital communication channels
HUMAN CAPITAL MANAGEMENT (HCM)REWARD AND RETAIN EMPLOYEES (30 MEASURES)SUPPLEMENTAL INFORMATION (19 MEASURES)
101825 Percentage of "reward and retain employees" inquiries received via phone
Percentage of inquiries received monthly for the process group "reward and retain employees" via phone
Reward and Retain Employees: 186.0320
100074 Personnel cost to perform the process group "reward and retain employees" as a percentage of the total cost to perform the process group
(Percentage of internal cost to perform the process group "reward and retain employees" allocated to personnel*Internal cost to perform the process group "reward and retain employees")/Total cost to perform the process group "reward and retain employees"
Reward and Retain Employees: (205.0060a*205.0050a)/205.0050c
100089 Systems cost to perform the process group "reward and retain employees" as a percentage of the total cost to perform the process group
(Percentage of internal cost to perform the process group "reward and retain employees" allocated to systems*Internal cost to perform the process group "reward and retain employees")/Total cost to perform the process group "reward and retain employees"
Reward and Retain Employees: (205.0060b*205.0050a)/205.0050c
HUMAN CAPITAL MANAGEMENT (HCM)SOURCE, RECRUIT, AND SELECT EMPLOYEES (47 MEASURES)COST EFFECTIVENESS (7 MEASURES)
103877 Total cost to perform the process group "recruit, source, and select employees" per $1,000 revenue
Total cost to perform the process group "recruit, source, and select" / (Total business entity revenue * 0.001)
Source, Recruit, and Select Employees: 223.0270 / (223.0070 * 0.001)
103956 Total cost to perform the process group "recruit, source, and select employees" per business entity employee
Total cost to perform the process group "recruit, source, and select" / Number of business entity employees
Source, Recruit, and Select Employees: 223.0270 / 223.0100
103958 Total cost to perform the process group "recruit, source, and select employees" per new hire
Total cost to perform the process group "recruit, source, and select" / Total number of new hires
Source, Recruit, and Select Employees: 223.0270 / 223.0360
104060 Personnel cost to perform the process group "recruit, source, and select employees" per $1,000 revenue
(Percentage of internal cost of the process group "Recruit, source, and select employees" allocated to personnel cost (deprecated; please see QLibID 18266) * Percentage of total cost of the process group "Recruit, source, and select employees" allocated to internal cost * 0.0001 * Total cost to perform the process group "recruit, source, and select") / (Total business entity revenue * 0.001)
104071 Personnel cost to perform the process group "recruit, source, and select employees" per business entity employee
(Percentage of internal cost of the process group "Recruit, source, and select employees" allocated to personnel cost (deprecated; please see QLibID 18266) * Percentage of total cost of the process group "Recruit, source, and select employees" allocated to internal cost * 0.0001 * Total cost to perform the process group "recruit, source, and select") / Number of business entity employees
HUMAN CAPITAL MANAGEMENT (HCM)SOURCE, RECRUIT, AND SELECT EMPLOYEES (47 MEASURES)COST EFFECTIVENESS (7 MEASURES)
104067 Personnel cost to perform the process group "recruit, source, and select employees" per new hire
(Percentage of internal cost of the process group "Recruit, source, and select employees" allocated to personnel cost (deprecated; please see QLibID 18266) * Percentage of total cost of the process group "Recruit, source, and select employees" allocated to internal cost * 0.0001 * Total cost to perform the process group "recruit, source, and select") / Total number of new hires
104093 Systems cost to perform process group "recruit, source, and select employees" per $1,000 revenue
(Percentage of internal cost of the process group "Recruit, source, and select employees" allocated to systems cost (deprecated; please see QLibID 18267) * Percentage of total cost of the process group "Recruit, source, and select employees" allocated to internal cost * 0.0001 * Total cost to perform the process group "recruit, source, and select") / (Total business entity revenue * 0.001)
HUMAN CAPITAL MANAGEMENT (HCM)SOURCE, RECRUIT, AND SELECT EMPLOYEES (47 MEASURES)CYCLE TIME (5 MEASURES)
100304 Response time in hours for non-routine "recruit, source, and select employees" inquiries
Response time in hours for a non-routine inquiry for the process group "recruit, source, and select employees"
Source, Recruit, and Select Employees: 66.0310
100306 Response time in hours for routine "recruit, source, and select employees" inquiries
Response time in hours for a routine inquiry for the process group "recruit, source, and select employees"
Source, Recruit, and Select Employees: 66.0300
PROCESS EFFICIENCY (9 MEASURES)101123 Number of FTEs that perform process group "recruit, source,
and select employees" per $1 billion revenueNumber of FTEs who perform the process group "recruit, source, and select employees" / (Total business entity revenue * .000000001)
Source, Recruit, and Select Employees: 223.0260 / (223.0070 * .000000001)
100801 Job offer acceptance rate for middle management/specialists
Job offer acceptance rate for middle management/specialist employees
Source, Recruit, and Select Employees: 66.0120b
100804 Job offer acceptance rate for operational workers/office staff
Job offer acceptance rate for operational worker/office staff employees
Source, Recruit, and Select Employees: 6.243c
100807 Job offer acceptance rate for senior management/executives Job offer acceptance rate for senior management/executive employees
Source, Recruit, and Select Employees: 66.0120a
100869 New hire satisfaction rate for the recruiting process Latest captured satisfaction rate of new hires with the recruiting experience
Source, Recruit, and Select Employees: 66.0225
102290 Percentage of middle management/specialist new hire retention after 12 months
Percentage of middle management/specialist employees who joined in the past 12 months that are still within your business entity
HUMAN CAPITAL MANAGEMENT (HCM)SOURCE, RECRUIT, AND SELECT EMPLOYEES (47 MEASURES)PROCESS EFFICIENCY (9 MEASURES)
102319 Percentage of operational worker/office staff new hire retention after 12 months
Percentage of operational worker/office staff employees who joined in the past 12 months who are still within your business entity
Source, Recruit, and Select Employees: 223.0430
102606 Percentage of senior management/executive new hire retention after 12 months
Percentage of senior management/executive employees who joined in the past 12 months that are still within your business entity
Source, Recruit, and Select Employees: 223.0410
102613 Percentage of senior management/executive positions filled by internal promotion for the past 3 years
Percentage of management positions filled by internal promotion versus external recruitment for senior management/executive employees for the past three years
Source, Recruit, and Select Employees: 223.0380
STAFF PRODUCTIVITY (2 MEASURES)100493 Number of business entity employees per FTE that performs
the process group "Recruit, source, and select employees"Number of business entity employees / Number of FTEs who perform the process group "recruit, source, and select employees"
Source, Recruit, and Select Employees: 223.0100 / 223.0260
101348 Number of new hires per "recruit, source, and select employees" FTE
Total number of new hires / Number of FTEs who perform the process group "recruit, source, and select employees"
Source, Recruit, and Select Employees: 223.0360 / 223.0260
SUPPLEMENTAL INFORMATION (24 MEASURES)104770 Percentage of new hire retention after 12 months (Percentage of middle management/specialist
employees who joined in the past 12 months that are still within your business entity + Percentage of operational worker/office staff employees who joined in the past 12 months who are still within your business entity + Percentage of senior management/executive employees who joined in the past 12 months that are still within your business entity)/3
Source, Recruit, and Select Employees: (223.0420 + 223.0430 + 223.0410)/3
HUMAN CAPITAL MANAGEMENT (HCM)SOURCE, RECRUIT, AND SELECT EMPLOYEES (47 MEASURES)SUPPLEMENTAL INFORMATION (24 MEASURES)
101837 Percentage of new hires that originated from employee referrals
Percentage of new hires from internal employee referrals
Source, Recruit, and Select Employees: 171.0080
101342 Middle management/specialists new hires as a percentage of total new hires
Middle management/specialist new hires percentage
Source, Recruit, and Select Employees: 223.0370b
101340 New employees as a percentage of total business entity employees
(Total number of new hires / Number of business entity employees) * 100
Source, Recruit, and Select Employees: (223.0360 / 223.0100) * 100
101365 Number of monthly non-routine "recruit, source, and select employees" inquiries per business entity employee
Number of non-routine inquiries received monthly for the process group "recruit, source, and select employees" / Number of business entity employees
Source, Recruit, and Select Employees: 66.0250 / 60.0120a
101401 Number of monthly routine "recruit, source, and select employees" inquiries per business entity employee
Number of routine inquiries received monthly for the process group "recruit, source, and select employees" / Number of business entity employees
Source, Recruit, and Select Employees: 66.0240 / 60.0120a
101344 Operational workers/office staff new hires as a percentage of total new hires
Operational workers/office workers new hires percentage
Source, Recruit, and Select Employees: 223.0370c
100029 Other cost to perform the process group "recruit, source, and select employees" as a percentage of total cost to perform the process
(Percentage of internal cost to perform process group "recruit, source, and select" allocated to costs other than personnel, systems, and overhead*Internal cost to perform the process group "recruit, source, and select")/Total cost to perform the process group "recruit, source, and select"
Source, Recruit, and Select Employees: (184.0040d*184.0030a)/184.0030c
HUMAN CAPITAL MANAGEMENT (HCM)SOURCE, RECRUIT, AND SELECT EMPLOYEES (47 MEASURES)SUPPLEMENTAL INFORMATION (24 MEASURES)
101637 Outsourced cost of the process group "recruit, source, and select employees" as a percentage of the total cost to perform the process group
Percentage of total cost of the process group "Recruit, source, and select employees" allocated to external cost
Source, Recruit, and Select Employees: 223.0280b
100046 Overhead cost to perform the process group "recruit, source, and select employees" as a percentage of the total cost to perform the process group
(Percentage of internal cost to perform process group "recruit, source, and select" allocated to overhead*Internal cost to perform the process group "recruit, source, and select")/Total cost to perform the process group "recruit, source, and select"
Source, Recruit, and Select Employees: (184.0040c*184.0030a)/184.0030c
101801 Percentage of "recruit, source, and select employees" inquiries received that are non-routine
(Number of non-routine inquiries received monthly for the process group "recruit, source, and select employees" / (Number of routine inquiries received monthly for the process group "recruit, source, and select employees" + Number of non-routine inquiries received monthly for the process group "recruit, source, and select employees")) * 100.0
101802 Percentage of "recruit, source, and select employees" inquiries received that are routine
Number of routine inquiries received monthly for the process group "recruit, source, and select employees"/(Number of routine inquiries received monthly for the process group "recruit, source, and select employees"+Number of non-routine inquiries received monthly for the process group "recruit, source, and select employees")*100
Source, Recruit, and Select Employees: 184.0220/(184.0220+184.0230)*100
101805 Percentage of "recruit, source, and select employees" inquiries received via channels other than e-mail, phone, and face-to-face
Percentage of inquiries received monthly for the process group "recruit, source, and select employees" via channels other than e-mail, phone, and face-to-face interaction
Source, Recruit, and Select Employees: 66.0290
101803 Percentage of "recruit, source, and select employees" inquiries received via digital communication channels
Percentage of inquiries received for the process group "recruit, source and select employees" through digital communication channels
HUMAN CAPITAL MANAGEMENT (HCM)SOURCE, RECRUIT, AND SELECT EMPLOYEES (47 MEASURES)SUPPLEMENTAL INFORMATION (24 MEASURES)
101804 Percentage of "recruit, source, and select employees" inquiries received via e-mail
Percentage of the total inquiries received monthly for the process group "recruit, source, and select employees" via e-mail
Source, Recruit, and Select Employees: 184.0240
101806 Percentage of "recruit, source, and select employees" inquiries received via face-to-face
Percentage of inquiries received monthly for the process group "recruit, source, and select employees" via face-to-face interaction
Source, Recruit, and Select Employees: 184.0260
101808 Percentage of "recruit, source, and select employees" inquiries received via non-digital communication channels
Percentage of inquiries received for the process group "recruit, source and select employees" through non-digital communication channels
Source, Recruit, and Select Employees: 203.0350b
101809 Percentage of "recruit, source, and select employees" inquiries received via phone
Percentage of inquiries received monthly for the process group "recruit, source, and select employees" via phone
Source, Recruit, and Select Employees: 184.0250
102297 Percentage of middle management/specialist positions filled by internal promotion for the past 3 years
Percentage of management positions filled by internal promotion versus external recruitment for middle management/specialist employees for the past three years
Source, Recruit, and Select Employees: 223.0390
102326 Percentage of operational workers/office staff positions filled by internal promotion for the past 3 years
Percentage of management positions filled by internal promotion versus external recruitment for operational worker/office staff employees for the past three years
Source, Recruit, and Select Employees: 66.0130c
104562 Percentage of total employees who are remote employees Percentage of total employees who are remote employees
HUMAN CAPITAL MANAGEMENT (HCM)SOURCE, RECRUIT, AND SELECT EMPLOYEES (47 MEASURES)SUPPLEMENTAL INFORMATION (24 MEASURES)
100062 Personnel cost to perform the process group "recruit, source, and select employees" as a percentage of the total cost to perform the process group
Percentage of internal cost of the process group "Recruit, source, and select employees" allocated to personnel cost (deprecated; please see QLibID 18266) * Percentage of total cost of the process group "Recruit, source, and select employees" allocated to internal cost * 0.01
Source, Recruit, and Select Employees: 223.0290a * 223.0280a * 0.01
101346 Senior management/executives new hires as a percentage of total new hires
Senior management/executive new hires percentage
Source, Recruit, and Select Employees: 223.0370a
100083 Systems cost to perform the process group "recruit, source, and select employees" as a percentage of the total cost to perform the process group
Percentage of internal cost of the process group "Recruit, source, and select employees" allocated to systems cost (deprecated; please see QLibID 18267) * Percentage of total cost of the process group "Recruit, source, and select employees" allocated to internal cost * 0.01
Source, Recruit, and Select Employees: 223.0290b * 223.0280a * 0.01
HUMAN CAPITAL MANAGEMENT (HCM)WORKFORCE MANAGEMENT (7 MEASURES)COST EFFECTIVENESS (2 MEASURES)
103962 Total cost to perform the process group "redeploy and retire employees" per business entity employee
Total cost to perform the process group "redeploy and retire employees" / Number of business entity employees
Workforce Management: 229.0310 / 229.0090
104084 Personnel cost to perform the process group "Develop and manage human resources (HR) planning, policies, and strategies" per $1,000 revenue
(Percentage of total cost of the process group "Develop and manage human resources (HR) planning, policies, and strategies" allocated to internal costs * Percentage of internal cost to perform the process group "develop and manage human resources (HR) planning, policies, and strategies" allocated to personnel * Total cost to perform the process group "develop and manage human resources (HR) planning, policies, and strategies" / 10000) / (Total business entity revenue * 0.001)
SUPPLEMENTAL INFORMATION (5 MEASURES)101650 Outsourced cost of the process group "Develop and manage
human resources (HR) planning, policies, and strategies" as a percentage of the total cost to perform the process group
Percentage of total cost of the process group "Develop and manage human resources (HR) planning, policies, and strategies" allocated to external costs
Workforce Management: 229.0230b
101652 Outsourced cost of the process group "Manage employee information and analytics" as a percentage of the total cost to perform the process group
Percentage of total cost of the process group "Manage employee information and analytics" allocated to external costs
Workforce Management: 229.0290b
100066 Personnel cost to perform the process group "Develop and manage human resources (HR) planning, policies, and strategies" as a percentage of the total cost to perform the process group
(Percentage of total cost of the process group "Develop and manage human resources (HR) planning, policies, and strategies" allocated to internal costs * Percentage of internal cost to perform the process group "develop and manage human resources (HR) planning, policies, and strategies" allocated to personnel) / 100
HUMAN CAPITAL MANAGEMENT (HCM)WORKFORCE MANAGEMENT (7 MEASURES)SUPPLEMENTAL INFORMATION (5 MEASURES)
100091 Systems cost to perform the process group "Develop and manage human resources (HR) planning, policies, and strategies" as a percentage of the total cost to perform the process group
(Percentage of total cost of the process group "Develop and manage human resources (HR) planning, policies, and strategies" allocated to internal costs * Percentage of internal cost to perform the process group "develop and manage human resources (HR) planning, policies, and strategies" allocated to systems) / 100
100093 Systems cost to perform the process group "Manage employee information and analytics" as a percentage of the total cost to perform the process group
(Percentage of total cost of the process group "Manage employee information and analytics" allocated to internal costs * Percentage of internal cost to perform the process group "manage employee information" allocated to systems) / 100
101764 Percentage growth in R&D cost over the past three reporting periods
((Costs of research and development (R&D) - Research and development (R&D) costs over the past three reporting periods) / Research and development (R&D) costs over the past three reporting periods) * 100.0
104142 Total R&D cost as a percentage of revenue over the past three reporting periods
(Research and development (R&D) costs over the past three reporting periods / Total revenue over the past three reporting periods) * 100.0
Innovation: (51.0380b / 51.0330b) * 100.0
PROCESS EFFICIENCY (5 MEASURES)101337 Number of new businesses launched over the past three
reporting periods per $1 billion revenueNumber of new businesses/services launched over the past three years / (Total business entity revenue * 0.000000001)
Innovation: 51.0300 / (51.0330a * 0.000000001)
101339 Number of new businesses launched over the past three reporting periods per $100 million R&D spend
Number of new businesses/services launched over the past three years / (Research and development (R&D) costs over the past three reporting periods * 0.000000010)
Innovation: 53.0300 / (53.0380b * 0.000000010)
100734 Fixed asset turnover Total business entity revenue / Net book value of fixed assets
Innovation: 51.0330a / 51.0420
101754 Percentage of new idea development from internal sources Percentage of new ideas from internal sources
Innovation: 53.0050b
102827 Percentage of sales orders delivered on time over the past three reporting periods
Percentage of sales orders delivered on time over the past three reporting periods
102644 Percentage of employees tasked with at least one innovation goal
Percentage of employees tasked with at least one innovation goal
Innovation: 51.0070
103159 Revenue per employee for the current reporting period Total business entity revenue / Number of business entity employees
Innovation: 51.0330a / 51.0310
SUPPLEMENTAL INFORMATION (23 MEASURES)100405 Compounded annual growth rate in earnings before interest,
tax, depreciation and amortization over the past three reporting periods
(((Earnings before interest, taxes, depreciation and amortization for the current 12-month period /Earnings before interest, taxes, depreciation and amortization over the past three reporting periods) ^ 0.3333) - 1) * 100.0
100684 EBITDA margin (current reporting period) (Earnings before interest, taxes, depreciation and amortization for the current 12-month period / Total business entity revenue) * 100.0
Innovation: (51.0410a / 51.0330a) * 100.0
100789 Inventory days of supply Inventory days of supply
Innovation: 51.0430
101763 Percentage growth in EBITDA over the past three reporting periods
((Earnings before interest, taxes, depreciation and amortization for the current 12-month period - Earnings before interest, taxes, depreciation and amortization over the past three reporting periods) / Earnings before interest, taxes, depreciation and amortization over the past three reporting periods) * 100.0
INNOVATIONINNOVATION (34 MEASURES)SUPPLEMENTAL INFORMATION (23 MEASURES)
102128 Percentage of total innovation spend allocated to categories other than enhancements, extensions, and new or white space opportunities
Percentage of total innovation spend allocated to other categories
Innovation: 51.0190d
102125 Percentage of total innovation spend allocated to enhancements to existing products/processes/business models
Percentage of total innovation spend allocated to enhancements to existing products/processes/business models
Innovation: 53.0190a
102126 Percentage of total innovation spend allocated to major extensions to existing products/processes/business models
Percentage of total innovation spend allocated to major extensions to products/processes/business models
Innovation: 51.0190b
102127 Percentage of total innovation spend allocated to new or white space opportunities
Percentage of total innovation spend allocated to new or white space opportunities
Innovation: 53.0190c
102831 Revenue growth over the past three reporting periods ((Total business entity revenue - Total revenue over the past three reporting periods) / Total revenue over the past three reporting periods) * 100.0
INFORMATION TECHNOLOGY (IT)INFORMATION TECHNOLOGY (IT) (166 MEASURES)COST EFFECTIVENESS (72 MEASURES)
104641 Personnel cost to perform the function "manage information technology", including depreciation/amortization, per $1,000 revenue
(IT costs during the past year * (Percentage of IT cost allocated to internal personnel cost + Percentage of IT cost allocated to external personnel cost) * 0.01) / (Total business entity revenue * 0.0010)
100441 Total cost of IT development and maintenance, including depreciation/amortization, per $1,000 revenue
(Total cost to perform the process "develop information and content management strategies" + Total cost to perform the process "define the enterprise information architecture" + Total cost to perform the process "manage information resources" + Total cost to perform the process "perform enterprise data and content management" + Total cost to perform the process "develop and maintain information technology solutions") / (Total business entity revenue * .001)
100443 Total cost of IT operations, including depreciation/amortization, per $1,000 revenue
(((Percentage of IT cost allocated to the process group "deploy IT solutions"+Percentage of IT cost allocated to the process group "deliver and support IT services")/100) * IT costs during the past year)/(Total business entity revenue * 0.001)
Information Technology (IT): (((198.0230f+198.0230g)/100) * 198.0190)/(198.0060 * 0.001)
100445 Total cost of IT planning and management, including depreciation/amortization, per $1,000 revenue
(Total cost to perform the process group "manage the business of IT" + Total cost to perform the process group "develop and manage IT customer relationships" + Total cost to perform the process group "manage business resiliency and risk" + Total cost to perform the process group "manage IT knowledge") / (Total business entity revenue * .001)
INFORMATION TECHNOLOGY (IT)INFORMATION TECHNOLOGY (IT) (166 MEASURES)COST EFFECTIVENESS (72 MEASURES)
103612 Total cost of the process group "deliver and support information technology services", including depreciation/amortization, per $1,000 revenue
Total cost to perform the process group "deliver and support IT service" / (Total business entity revenue * 0.0010)
Information Technology (IT): 86.0640b(vi) / (86.0110 * 0.0010)
103614 Total cost of the process group "deploy information technology solutions", including depreciation/amortization, per $1,000 revenue
((Percentage of IT cost allocated to the process group "deploy IT solutions"/100) * IT costs during the past year) / (Total business entity revenue * 0.0010)
Information Technology (IT): ((198.0230f/100) * 198.0190) / (198.0060 * 0.0010)
103639 Total cost of the process group "develop and manage IT customer relationships", including depreciation/amortization, per $1,000 revenue
Total cost to perform the process group "develop and manage IT customer relationships" / (Total business entity revenue * 0.0010)
Information Technology (IT): 7.0038b(vi) / (7.0008 * 0.0010)
103942 Total cost of the process group "manage enterprise information", including depreciation/amortization, per $1,000 revenue
(Total cost to perform the process "develop information and content management strategies" + Total cost to perform the process "define the enterprise information architecture" + Total cost to perform the process "manage information resources" + Total cost to perform the process "perform enterprise data and content management") / (Total business entity revenue * 0.0010)
104095 Total IT budget, including depreciation/amortization, as a percentage of revenue
(IT budget for the past year / Total business entity revenue) * 100.0
Information Technology (IT): (7.0025 / 7.0008) * 100.0
100798 IT expense per employee IT costs during the past year / Number of business entity employees
Information Technology (IT): 7.0024 / 7.0006
101469 Other cost of the process "define enterprise information architecture", including depreciation/amortization, per $100,000 revenue
Costs other than personnel, systems, overhead, and outsourced to perform the process "define the enterprise information architecture" / (Total business entity revenue * 0.000010)
Information Technology (IT): 7.0052b(iv) / (7.0008 * 0.000010)
INFORMATION TECHNOLOGY (IT)INFORMATION TECHNOLOGY (IT) (166 MEASURES)COST EFFECTIVENESS (72 MEASURES)
101484 Other cost of the process "develop information and content management strategies", including depreciation/amortization, per $100,000 revenue
Costs other than personnel, systems, overhead, and outsourced to perform the process "develop information and content management strategies" / (Total business entity revenue * 0.000010)
Information Technology (IT): 7.0052a(iv) / (7.0008 * 0.000010)
101497 Other cost of the process "manage information resources", including depreciation/amortization, per $100,000 revenue
Costs other than personnel, systems, overhead, and outsourced to perform the process "manage information resources" / (Total business entity revenue * 0.000010)
Information Technology (IT): 7.0052c(iv) / (7.0008 * 0.000010)
101509 Other cost of the process "perform enterprise data and content management", including depreciation/amortization, per $100,000 revenue
Costs other than personnel, systems, overhead, and outsourced to perform the process "perform enterprise data and content management" / (Total business entity revenue * 0.000010)
Information Technology (IT): 7.0052d(iv) / (7.0008 * 0.000010)
101475 Other cost of the process group "deliver and support information technology services", including depreciation/amortization, per $100,000 revenue
Costs other than personnel, systems, overhead, and outsourced to perform the process group "deliver and support IT service" / (Total business entity revenue * 0.000010)
Information Technology (IT): 7.0075b(iv) / (7.0008 * 0.000010)
101476 Other cost of the process group "deploy information technology solutions", including depreciation/amortization, per $100,000 revenue
Costs other than personnel, systems, overhead, and outsourced to perform the process group "deploy IT solutions" / (Total business entity revenue * 0.000010)
Information Technology (IT): 7.0075a(iv) / (7.0008 * 0.000010)
101482 Other cost of the process group "develop and maintain information technology solutions", including depreciation/amortization, per $100,000 revenue
Costs other than personnel, systems, overhead, and outsourced to perform the process "develop and maintain information technology solutions" / (Total business entity revenue * 0.000010)
Information Technology (IT): 7.0052e(iv) / (7.0008 * 0.000010)
INFORMATION TECHNOLOGY (IT)INFORMATION TECHNOLOGY (IT) (166 MEASURES)COST EFFECTIVENESS (72 MEASURES)
101483 Other cost of the process group "develop and manage information technology customer relationships", including depreciation/amortization, per $100,000 revenue
Costs other than personnel, systems, overhead, and outsourced to perform the process group "develop and manage IT customer relationships" / (Total business entity revenue * 0.000010)
Information Technology (IT): 7.0038b(iv) / (7.0008 * 0.000010)
101498 Other cost of the process group "manage IT knowledge", including depreciation/amortization, per $100,000 revenue
Costs other than personnel, systems, overhead, and outsourced to perform the process group "manage IT knowledge" / (Total business entity revenue * 0.000010)
Information Technology (IT): 7.0038d(iv) / (7.0008 * 0.000010)
101503 Other cost of the process group "manage the business of information technology", including depreciation/amortization, per $100,000 revenue
Costs other than personnel, systems, overhead, and outsourced to perform the process group "manage the business of IT" / (Total business entity revenue * 0.000010)
Information Technology (IT): 7.0038a(iv) / (7.0008 * 0.000010)
104773 Other cost to perform the function "manage information technology", including depreciation/amortization, per $1,000 revenue
(IT costs during the past year * Percentage of IT cost allocated to cost other than personnel, systems, overhead, and outsourced * .01) / (Total business entity revenue * .0010)
101612 Outsourced cost of the process "define enterprise information architecture", including depreciation/amortization, per $100,000 revenue
Outsourced cost to perform the process "define the enterprise information architecture" / (Total business entity revenue * 0.000010)
Information Technology (IT): 7.0052b(v) / (7.0008 * 0.000010)
101619 Outsourced cost of the process "develop information and content management strategies", including depreciation/amortization, per $100,000 revenue
Outsourced cost to perform the process "develop information and content management strategies" / (Total business entity revenue * 0.000010)
Information Technology (IT): 7.0052a(v) / (7.0008 * 0.000010)
101625 Outsourced cost of the process "manage information resources", including depreciation/amortization, per $100,000 revenue
Outsourced cost to perform the process "manage information resources" / (Total business entity revenue * 0.000010)
Information Technology (IT): 7.0052c(v) / (7.0008 * 0.000010)
INFORMATION TECHNOLOGY (IT)INFORMATION TECHNOLOGY (IT) (166 MEASURES)COST EFFECTIVENESS (72 MEASURES)
101629 Outsourced cost of the process "perform enterprise data and content management", including depreciation/amortization, per $100,000 revenue
Outsourced cost to perform the process "perform enterprise data and content management" / (Total business entity revenue * 0.000010)
Information Technology (IT): 7.0052d(v) / (7.0008 * 0.000010)
101613 Outsourced cost of the process group "deliver and support information technology services", including depreciation/amortization, per $100,000 revenue
Outsourced costs to perform the process group "deliver and support IT service" / (Total business entity revenue * 0.000010)
Information Technology (IT): 7.0075b(v) / (7.0008 * 0.000010)
101614 Outsourced cost of the process group "deploy information technology solutions", including depreciation/amortization, per $100,000 revenue
Outsourced cost to perform the process group "deploy IT solutions" / (Total business entity revenue * 0.000010)
Information Technology (IT): 7.0075a(v) / (7.0008 * 0.000010)
101617 Outsourced cost of the process group "develop and maintain information technology solutions", including depreciation/amortization, per $100,000 revenue
Outsourced cost to perform the process "develop and maintain information technology solutions" / (Total business entity revenue * 0.000010)
Information Technology (IT): 7.0052e(v) / (7.0008 * 0.000010)
101618 Outsourced cost of the process group "develop and manage information technology customer relationships", including depreciation/amortization, per $100,000 revenue
Outsourced cost to perform the process group "develop and manage IT customer relationships" / (Total business entity revenue * 0.000010)
Information Technology (IT): 7.0038b(v) / (7.0008 * 0.000010)
101626 Outsourced cost of the process group "manage IT knowledge", including depreciation/amortization, per $100,000 revenue
Outsourced cost to perform the process group "manage IT knowledge" / (Total business entity revenue * 0.000010)
Information Technology (IT): 7.0038d(v) / (7.0008 * 0.000010)
101627 Outsourced cost of the process group "manage the business of information technology", including depreciation/amortization, per $100,000 revenue
Outsourced cost to perform the process group "manage the business of IT" / (Total business entity revenue * 0.000010)
Information Technology (IT): 7.0038a(v) / (7.0008 * 0.000010)
INFORMATION TECHNOLOGY (IT)INFORMATION TECHNOLOGY (IT) (166 MEASURES)COST EFFECTIVENESS (72 MEASURES)
101672 Overhead cost of the process "define enterprise information architecture", including depreciation/amortization, per $100,000 revenue
Overhead cost to perform the process "define the enterprise information architecture" / (Total business entity revenue * 0.000010)
Information Technology (IT): 7.0052b(iii) / (7.0008 * 0.000010)
101687 Overhead cost of the process "develop information and content management strategies", including depreciation/amortization, per $100,000 revenue
Overhead cost to perform the process "develop information and content management strategies" / (Total business entity revenue * 0.000010)
Information Technology (IT): 7.0052a(iii) / (7.0008 * 0.000010)
101700 Overhead cost of the process "manage information resources", including depreciation/amortization, per $100,000 revenue
Overhead cost to perform the process "manage information resources" / (Total business entity revenue * 0.000010)
Information Technology (IT): 7.0052c(iii) / (7.0008 * 0.000010)
101712 Overhead cost of the process "perform enterprise data and content management", including depreciation/amortization, per $100,000 revenue
Overhead cost to perform the process "perform enterprise data and content management" / (Total business entity revenue * 0.000010)
Information Technology (IT): 7.0052d(iii) / (7.0008 * 0.000010)
101678 Overhead cost of the process group "deliver and support information technology services", including depreciation/amortization, per $100,000 revenue
Overhead cost to perform the process group "deliver and support IT service" / (Total business entity revenue * 0.000010)
Information Technology (IT): 7.0075b(iii) / (7.0008 * 0.000010)
101679 Overhead cost of the process group "deploy information technology solutions", including depreciation/amortization, per $100,000 revenue
Overhead cost to perform the process group "deploy IT solutions" / (Total business entity revenue * 0.000010)
Information Technology (IT): 7.0075a(iii) / (7.0008 * 0.000010)
101685 Overhead cost of the process group "develop and maintain information technology solutions", including depreciation/amortization, per $100,000 revenue
Overhead cost to perform the process "develop and maintain information technology solutions" / (Total business entity revenue * 0.000010)
Information Technology (IT): 7.0052e(iii) / (7.0008 * 0.000010)
101686 Overhead cost of the process group "develop and manage IT customer relationships", including depreciation/amortization, per $100,000 revenue
Overhead cost to perform the process group "develop and manage IT customer relationships" / (Total business entity revenue * 0.000010)
Information Technology (IT): 7.0038b(iii) / (7.0008 * 0.000010)
102877 Personnel cost of the process "define enterprise information architecture", including depreciation/amortization, per $1,000 revenue
Personnel cost to perform the process "define the enterprise information architecture" / (Total business entity revenue * 0.0010)
Information Technology (IT): 37.0410b(i) / (37.0080 * 0.0010)
102901 Personnel cost of the process "develop information and content management strategies", including depreciation/amortization, per $1,000 revenue
Personnel cost to perform the process "develop information and content management strategies" / (Total business entity revenue * 0.0010)
Information Technology (IT): 37.0410a(i) / (37.0080 * 0.0010)
102950 Personnel cost of the process "manage information resources", including depreciation/amortization, per $1,000 revenue
Personnel cost to perform the process "manage information resources" / (Total business entity revenue * 0.0010)
Information Technology (IT): 7.0052c(i) / (7.0008 * 0.0010)
102983 Personnel cost of the process "perform enterprise data and content management", including depreciation/amortization, per $1,000 revenue
Personnel cost to perform the process "perform enterprise data and content management" / (Total business entity revenue * 0.0010)
Information Technology (IT): 86.0470d(i) / (86.0110 * 0.0010)
102885 Personnel cost of the process group "deliver and support information technology services", including depreciation/amortization, per $1,000 revenue
Personnel cost to perform the process group "deliver and support IT service" / (Total business entity revenue * 0.0010)
Information Technology (IT): 86.0640b(i) / (86.0110 * 0.0010)
INFORMATION TECHNOLOGY (IT)INFORMATION TECHNOLOGY (IT) (166 MEASURES)COST EFFECTIVENESS (72 MEASURES)
102888 Personnel cost of the process group "deploy information technology solutions", including depreciation/amortization, per $1,000 revenue
Personnel cost to perform the process group "deploy IT solutions" / (Total business entity revenue * 0.0010)
Information Technology (IT): 7.0075a(i) / (7.0008 * 0.0010)
104353 Personnel cost of the process group "develop and maintain information technology solutions", including depreciation/amortization, per $1,000 revenue
Personnel cost to perform the process "develop and maintain information technology solutions" / (Total business entity revenue * 0.0010)
Information Technology (IT): 174.0120 / (174.0030 * 0.0010)
102898 Personnel cost of the process group "develop and manage IT customer relationships", including depreciation/amortization, per $1,000 revenue
Personnel cost to perform the process group "develop and manage IT customer relationships" / (Total business entity revenue * 0.0010)
Information Technology (IT): 7.0038b(i) / (7.0008 * 0.0010)
102953 Personnel cost of the process group "manage IT knowledge", including depreciation/amortization, per $1,000 revenue
Personnel cost to perform the process group "manage IT knowledge" / (Total business entity revenue * 0.0010)
Information Technology (IT): 86.0410d(i) / (86.0110 * 0.0010)
102963 Personnel cost of the process group "manage the business of information technology", including depreciation/amortization, per $1,000 revenue
Personnel cost to perform the process group "manage the business of IT" / (Total business entity revenue * 0.0010)
Information Technology (IT): 7.0038a(i) / (7.0008 * 0.0010)
103238 Systems cost of the process "define enterprise information architecture", including depreciation/amortization, per $100,000 revenue
Systems cost to perform the process "define the enterprise information architecture" / (Total business entity revenue * 0.000010)
Information Technology (IT): 37.0410b(ii) / (37.0080 * 0.000010)
103263 Systems cost of the process "develop information and content management strategies", including depreciation/amortization, per $100,000 revenue
Systems cost to perform the process "develop information and content management strategies" / (Total business entity revenue * 0.000010)
Information Technology (IT): 7.0052a(ii) / (7.0008 * 0.000010)
103298 Systems cost of the process "manage information resources", including depreciation/amortization, per $100,000 revenue
Systems cost to perform the process "manage information resources" / (Total business entity revenue * 0.000010)
Information Technology (IT): 37.0410c(ii) / (37.0080 * 0.000010)
INFORMATION TECHNOLOGY (IT)INFORMATION TECHNOLOGY (IT) (166 MEASURES)COST EFFECTIVENESS (72 MEASURES)
103326 Systems cost of the process "perform enterprise data and content management", including depreciation/amortization, per $100,000 revenue
Systems cost to perform the process "perform enterprise data and content management" / (Total business entity revenue * 0.000010)
Information Technology (IT): 7.0052d(ii) / (7.0008 * 0.000010)
103246 Systems cost of the process group "deliver and support information technology services", including depreciation/amortization, per $100,000 revenue
Systems cost to perform the process group "deliver and support IT service" / (Total business entity revenue * 0.000010)
Information Technology (IT): 86.0640b(ii) / (86.0110 * 0.000010)
103249 Systems cost of the process group "deploy information technology solutions", including depreciation/amortization, per $100,000 revenue
Systems cost to perform the process group "deploy IT solutions" / (Total business entity revenue * 0.000010)
Information Technology (IT): 7.0075a(ii) / (7.0008 * 0.000010)
103257 Systems cost of the process group "develop and maintain information technology solutions", including depreciation/amortization, per $100,000 revenue
Systems cost to perform the process "develop and maintain information technology solutions" / (Total business entity revenue * 0.000010)
Information Technology (IT): 7.0052e(ii) / (7.0008 * 0.000010)
103260 Systems cost of the process group "develop and manage IT customer relationships", including depreciation/amortization, per $100,000 revenue
Systems cost to perform the process group "develop and manage IT customer relationships" / (Total business entity revenue * 0.000010)
Information Technology (IT): 37.0350b(ii) / (37.0080 * 0.000010)
103301 Systems cost of the process group "manage IT knowledge", including depreciation/amortization, per $100,000 revenue
Systems cost to perform the process group "manage IT knowledge" / (Total business entity revenue * 0.000010)
Information Technology (IT): 7.0038d(ii) / (7.0008 * 0.000010)
103310 Systems cost of the process group "manage the business of information technology", including depreciation/amortization, per $100,000 revenue
Systems cost to perform the process group "manage the business of IT" / (Total business entity revenue * 0.000010)
Information Technology (IT): 37.0350a(ii) / (37.0080 * 0.000010)
INFORMATION TECHNOLOGY (IT)INFORMATION TECHNOLOGY (IT) (166 MEASURES)COST EFFECTIVENESS (72 MEASURES)
104771 Systems cost to perform the function "manage information technology", including depreciation/amortization, per $1,000 revenue
(IT costs during the past year * (Percentage of IT cost allocated to hardware + Percentage of IT cost allocated to software + Percentage of IT cost allocated to data and voice networks) * .01) / (Total business entity revenue * .0010)
103597 Total cost of the process "define enterprise information architecture", including depreciation/amortization, per $1,000 revenue
Total cost to perform the process "define the enterprise information architecture" / (Total business entity revenue * 0.0010)
Information Technology (IT): 7.0052b(vi) / (7.0008 * 0.0010)
103641 Total cost of the process "develop information and content management strategies", including depreciation/amortization, per $1,000 revenue
Total cost to perform the process "develop information and content management strategies" / (Total business entity revenue * 0.0010)
Information Technology (IT): 86.0470a(vi) / (86.0110 * 0.0010)
103731 Total cost of the process "manage information resources", including depreciation/amortization, per $1,000 revenue
Total cost to perform the process "manage information resources" / (Total business entity revenue * 0.0010)
Information Technology (IT): 86.0470c(vi) / (86.0110 * 0.0010)
103759 Total cost of the process "manage the business of IT", including depreciation/amortization, per $1,000 revenue
Total cost to perform the process group "manage the business of IT" / (Total business entity revenue * 0.0010)
Information Technology (IT): 7.0038a(vi) / (7.0008 * 0.0010)
103806 Total cost of the process "perform enterprise data and content management", including depreciation/amortization, per $1,000 revenue
Total cost to perform the process "perform enterprise data and content management" / (Total business entity revenue * 0.0010)
Information Technology (IT): 7.0052d(vi) / (7.0008 * 0.0010)
103636 Total cost of the process group "develop and maintain information technology solutions", including depreciation/amortization, per $1,000 revenue
Total cost to perform the process "develop and maintain information technology solutions" / (Total business entity revenue * 0.0010)
Information Technology (IT): 174.0130 / (174.0030 * 0.0010)
INFORMATION TECHNOLOGY (IT)INFORMATION TECHNOLOGY (IT) (166 MEASURES)PROCESS EFFICIENCY (29 MEASURES)
100940 Number of employees performing IT processes per $1 billion revenue
Number of employees who perform the function "manage information technology" / (Total business entity revenue * 0.000000001)
Information Technology (IT): 41.0140 / (41.0080 * 0.000000001)
101297 Number of IT FTEs for the process "define the enterprise information architecture" per $1 billion revenue
Number of FTEs who perform the process group "manage enterprise information" who perform the process "define the enterprise information architecture" / (Total business entity revenue * 0.000000001)
Information Technology (IT): 37.0190b / (37.0080 * 0.000000001)
101304 Number of IT FTEs for the process "develop information and content management strategies" per $1 billion revenue
Number of FTEs who perform the process group "manage enterprise information" who perform the process "develop information and content management strategies" / (Total business entity revenue * 0.000000001)
Information Technology (IT): 37.0190a / (37.0080 * 0.000000001)
101315 Number of IT FTEs for the process "manage information resources" per $1 billion revenue
Number of FTEs who perform the process group "manage enterprise information" who perform the process "manage information resources" / (Total business entity revenue * 0.000000001)
Information Technology (IT): 37.0190c / (37.0080 * 0.000000001)
101326 Number of IT FTEs for the process "perform enterprise data and content management" per $1 billion revenue
Number of FTEs who perform the process group "manage enterprise information" who perform the process "perform enterprise data and content management" / (Total business entity revenue * 0.000000001)
Information Technology (IT): 37.0190d / (37.0080 * 0.000000001)
101322 Number of IT FTEs for the process group "managing IT knowledge" per $1 billion revenue
Number of FTEs who perform the process group "manage IT knowledge" / (Total business entity revenue * 0.000000001)
Information Technology (IT): 37.0180h / (37.0080 * 0.000000001)
101418 Number of service oriented architecture services implemented
Number of services oriented architecture (SOA) services implemented in production
INFORMATION TECHNOLOGY (IT)INFORMATION TECHNOLOGY (IT) (166 MEASURES)SUPPLEMENTAL INFORMATION (34 MEASURES)
100914 Number of development projects for the current year between $500,000 and $1 million
Number of application development projects with values between $500,000 and $1 million for the current year
Information Technology (IT): 7.0050a(iv)
100915 Number of development projects for the current year greater than $100 million
Number of application development projects with values greater than $100 million for the current year
Information Technology (IT): 7.0050a(vi)
100916 Number of development projects for the current year less than $100,000
Number of application development projects with values less than $100,000 for the current year
Information Technology (IT): 7.0050a(i)
100967 Number of FTEs classified as IT architects per $1 billion revenue
Number of FTEs classified as IT architects / (Total business entity revenue * 0.000000001)
Information Technology (IT): 7.0054 / (7.0008 * 0.000000001)
101840 Percentage of IT budget for the process group "manage enterprise information", including depreciation/amortization, allocated to the process "define the enterprise information architecture"
(IT budget related to the process group "manage enterprise information" allocated to the process "define the enterprise information architecture" / IT budget allocated to the process group "manage enterprise information") * 100.0
Information Technology (IT): (86.0330b / 86.0330e) * 100.0
101846 Percentage of IT budget for the process group "manage enterprise information", including depreciation/amortization, allocated to the process "develop information and content management strategies"
(IT budget related to the process group "manage enterprise information" allocated to the process "develop information and content management strategies" / IT budget allocated to the process group "manage enterprise information") * 100.0
Information Technology (IT): (7.0056a / 7.0056e) * 100.0
101848 Percentage of IT budget for the process group "manage enterprise information", including depreciation/amortization, allocated to the process "manage information resources"
(IT budget related to the process group "manage enterprise information" allocated to the process "manage information resources" / IT budget allocated to the process group "manage enterprise information") * 100.0
Information Technology (IT): (86.0330c / 86.0330e) * 100.0
INFORMATION TECHNOLOGY (IT)INFORMATION TECHNOLOGY (IT) (166 MEASURES)SUPPLEMENTAL INFORMATION (34 MEASURES)
101850 Percentage of IT budget for the process group "manage enterprise information", including depreciation/amortization, allocated to the process "perform enterprise data and content management"
(IT budget related to the process group "manage enterprise information" allocated to the process "perform enterprise data and content management" / IT budget allocated to the process group "manage enterprise information") * 100.0
Information Technology (IT): (7.0056d / 7.0056e) * 100.0
102172 Percentage of IT budget, including depreciation/amortization, allocated to the process group "deliver and support information technology services"
(IT budget allocated to the process group "deliver and support IT services" / IT budget for the past year) * 100.0
Information Technology (IT): (7.0036g / 7.0036i) * 100.0
102177 Percentage of IT budget, including depreciation/amortization, allocated to the process group "deploy information technology solutions"
(IT budget allocated to the process group "deploy IT solutions" / IT budget for the past year) * 100.0
Information Technology (IT): (37.0260f / 37.0260i) * 100.0
102182 Percentage of IT budget, including depreciation/amortization, allocated to the process group "develop and maintain information technology solutions"
(IT budget allocated to the process group "develop and maintain information technology solutions" / IT budget for the past year) * 100.0
Information Technology (IT): (37.0260e / 37.0260i) * 100.0
102187 Percentage of IT budget, including depreciation/amortization, allocated to the process group "develop and manage IT customer relationships"
(IT budget allocated to the process group "develop and manage IT customer relationships" / IT budget for the past year) * 100.0
Information Technology (IT): (37.0260b / 37.0260i) * 100.0
102197 Percentage of IT budget, including depreciation/amortization, allocated to the process group "manage enterprise information"
(IT budget allocated to the process group "manage enterprise information" / IT budget for the past year) * 100.0
Information Technology (IT): (37.0260d / 37.0260i) * 100.0
102202 Percentage of IT budget, including depreciation/amortization, allocated to the process group "manage IT knowledge"
(IT budget allocated to the process group "manage IT knowledge" / IT budget for the past year) * 100.0
Information Technology (IT): (37.0260h / 37.0260i) * 100.0
INFORMATION TECHNOLOGY (IT)INFORMATION TECHNOLOGY (IT) (166 MEASURES)SUPPLEMENTAL INFORMATION (34 MEASURES)
102207 Percentage of IT budget, including depreciation/amortization, allocated to the process group "manage the business of information technology"
(IT budget allocated to the process group "manage the business of information technology" / IT budget for the past year) * 100.0
Information Technology (IT): (37.0260a / 37.0260i) * 100.0
102221 Percentage of IT work force to be newly hired within 1 year Percentage of IT workforce expected to be newly hired within 1 year
Information Technology (IT): 7.0049b
102222 Percentage of IT work force to be replaced for other reasons within 1 year
Percentage of IT workforce expected to be replaced for other reasons within 1 year
Information Technology (IT): 7.0049c
102223 Percentage of IT work force to retire within 1 year Percentage of IT workforce expected to retire within 1 year
Information Technology (IT): 7.0049a
102631 Percentage of service oriented architecture services that are external
Percentage of service oriented architecture (SOA) services published or exposed externally
Information Technology (IT): 7.0062b
104351 Percentage of service oriented architecture services that are internal
Percentage of service oriented architecture (SOA) services published or exposed internally
Information Technology (IT): 7.0062a
102727 Percentage of total IT cost, including depreciation/amortization, allocated to IT development and maintenance
((Total cost to perform the process "develop information and content management strategies" + Total cost to perform the process "define the enterprise information architecture" + Total cost to perform the process "manage information resources" + Total cost to perform the process "perform enterprise data and content management" + Total cost to perform the process "develop and maintain information technology solutions") / IT costs during the past year) *100
102723 Percentage of total IT cost, including depreciation/amortization, allocated to IT operations
((Total cost to perform the process group "deploy IT solutions" + Total cost to perform the process group "deliver and support IT service" ) / IT costs during the past year) * 100
INFORMATION TECHNOLOGY (IT)INFORMATION TECHNOLOGY (IT) (166 MEASURES)SUPPLEMENTAL INFORMATION (34 MEASURES)
102725 Percentage of total IT cost, including depreciation/amortization, allocated to IT planning and management
(Percentage of IT cost allocated to the process group "manage the business of information technology"+Percentage of IT cost allocated to the process group "develop and manage IT customer relationships"+Percentage of IT cost allocated to the process group "manage business resiliency and risk"+Percentage of IT cost for the process group "manage IT knowledge")
Information Technology (IT): (198.0230a+198.0230b+198.0230c+198.0230h)
102729 Percentage of total IT cost, including depreciation/amortization, allocated to process group "deliver and support information technology services"
Percentage of IT cost allocated to the process group "deliver and support IT services"
Information Technology (IT): 198.0230g
102730 Percentage of total IT cost, including depreciation/amortization, allocated to process group "deploy information technology solutions"
(Total cost to perform the process group "deploy IT solutions" / (Total cost to perform the process group "manage the business of IT" + Total cost to perform the process group "develop and manage IT customer relationships" + Total cost to perform the process group "manage business resiliency and risk" + Total cost to perform the process group "manage IT knowledge" + Total cost to perform the process "develop information and content management strategies" + Total cost to perform the process "define the enterprise information architecture" + Total cost to perform the process "manage information resources" + Total cost to perform the process "perform enterprise data and content management" + Total cost to perform the process "develop and maintain information technology solutions" + Total cost to perform the process group "deploy IT solutions" + Total cost to perform the process group "deliver and support IT service")) * 100
102731 Percentage of total IT cost, including depreciation/amortization, allocated to process group "develop and maintain information technology solutions"
Percentage of IT cost allocated to the process group "develop and maintain information technology solutions"
INFORMATION TECHNOLOGY (IT)INFORMATION TECHNOLOGY (IT) (166 MEASURES)SUPPLEMENTAL INFORMATION (34 MEASURES)
102732 Percentage of total IT cost, including depreciation/amortization, allocated to process group "develop and manage IT customer relationships"
(Total cost to perform the process group "develop and manage IT customer relationships" / (Total cost to perform the process group "manage the business of IT" + Total cost to perform the process group "develop and manage IT customer relationships" + Total cost to perform the process group "manage business resiliency and risk" + Total cost to perform the process group "manage IT knowledge" + Total cost to perform the process "develop information and content management strategies" + Total cost to perform the process "define the enterprise information architecture" + Total cost to perform the process "manage information resources" + Total cost to perform the process "perform enterprise data and content management" + Total cost to perform the process "develop and maintain information technology solutions" + Total cost to perform the process group "deploy IT solutions" + Total cost to perform the process group "deliver and support IT service")) * 100
INFORMATION TECHNOLOGY (IT)INFORMATION TECHNOLOGY (IT) (166 MEASURES)SUPPLEMENTAL INFORMATION (34 MEASURES)
102734 Percentage of total IT cost, including depreciation/amortization, allocated to process group "manage enterprise information"
((Total cost to perform the process "develop information and content management strategies" + Total cost to perform the process "define the enterprise information architecture" + Total cost to perform the process "manage information resources" + Total cost to perform the process "perform enterprise data and content management") / (Total cost to perform the process group "manage the business of IT" + Total cost to perform the process group "develop and manage IT customer relationships" + Total cost to perform the process group "manage business resiliency and risk" + Total cost to perform the process group "manage IT knowledge" + Total cost to perform the process "develop information and content management strategies" + Total cost to perform the process "define the enterprise information architecture" + Total cost to perform the process "manage information resources" + Total cost to perform the process "perform enterprise data and content management" + Total cost to perform the process "develop and maintain information technology solutions" + Total cost to perform the process group "deploy IT solutions" + Total cost to perform the process group "deliver and support IT service")) * 100
INFORMATION TECHNOLOGY (IT)INFORMATION TECHNOLOGY (IT) (166 MEASURES)SUPPLEMENTAL INFORMATION (34 MEASURES)
102736 Percentage of total IT cost, including depreciation/amortization, allocated to process group "manage the business of information technology"
(Total cost to perform the process group "manage the business of IT" / (Total cost to perform the process group "manage the business of IT" + Total cost to perform the process group "develop and manage IT customer relationships" + Total cost to perform the process group "manage business resiliency and risk" + Total cost to perform the process group "manage IT knowledge" + Total cost to perform the process "develop information and content management strategies" + Total cost to perform the process "define the enterprise information architecture" + Total cost to perform the process "manage information resources" + Total cost to perform the process "perform enterprise data and content management" + Total cost to perform the process "develop and maintain information technology solutions" + Total cost to perform the process group "deploy IT solutions" + Total cost to perform the process group "deliver and support IT service")) * 100
INFORMATION TECHNOLOGY (IT)IT ORGANIZATION 2015 (90 MEASURES)COST EFFECTIVENESS (23 MEASURES)
104996 Personnel cost to perform the function "manage information technology", excluding depreciation/amortization, per $1,000 revenue
(Total annual IT costs excluding depreciation/amortization * IT operating cost (excluding amortization/depreciation expenses) as a percentage of IT cost * (Percentage of the IT operating cost that is internal personnel (including benefits) + Percentage of the IT operating costs that is external personnel (contractors and outsourced staff))*.0001) / (Total business entity revenue * 0.0010)
104997 Systems cost to perform the function "manage information technology", excluding depreciation/amortization, per $1,000 revenue
(Total annual IT costs excluding depreciation/amortization * IT operating cost (excluding amortization/depreciation expenses) as a percentage of IT cost * (Percentage of the IT operating costs that is hardware + Percentage of the IT operating costs that is software + Percentage of the IT operating costs that is data and voice networks)*.0001) / (Total business entity revenue * 0.0010)
104998 Total cost of IT development and maintenance, excluding depreciation/amortization, per $1,000 revenue
(Total annual IT costs excluding depreciation/amortization * IT operating cost (excluding amortization/depreciation expenses) as a percentage of IT cost * (Percentage of the IT operating cost that is dedicated to the process area "manage enterprise information" + Percentage of the IT operating cost that is dedicated to the process area "develop and maintain IT solutions")*.0001) / (Total business entity revenue * 0.0010)
INFORMATION TECHNOLOGY (IT)IT ORGANIZATION 2015 (90 MEASURES)COST EFFECTIVENESS (23 MEASURES)
104999 Total cost of IT operations, excluding depreciation/amortization, per $1,000 revenue
(Total annual IT costs excluding depreciation/amortization * IT operating cost (excluding amortization/depreciation expenses) as a percentage of IT cost * (Percentage of the IT operating cost that is dedicated to the process area "deploy IT solutions" + Percentage of the IT operating cost that is dedicated to the process area "deliver and support IT services")*.0001) / (Total business entity revenue * 0.0010)
105000 Total cost of IT planning and management, excluding depreciation/amortization, per $1,000 revenue
(Total annual IT costs excluding depreciation/amortization * IT operating cost (excluding amortization/depreciation expenses) as a percentage of IT cost * (Percentage of the IT operating cost that is dedicated to the process area "manage the business of IT" + Percentage of the IT operating cost that is dedicated to the process area "develop and manage IT customer relationships" + Percentage of the IT operating cost that is dedicated to the process area "Develop and implement security, privacy, and data protection controls")*.0001) / (Total business entity revenue * 0.0010)
105003 Total cost of the process group "deliver and support information technology services", excluding depreciation/amortization, per $1,000 revenue
(Total annual IT costs excluding depreciation/amortization * IT operating cost (excluding amortization/depreciation expenses) as a percentage of IT cost * Percentage of the IT operating cost that is dedicated to the process area "deliver and support IT services" *.0001) / (Total business entity revenue * 0.0010)
INFORMATION TECHNOLOGY (IT)IT ORGANIZATION 2015 (90 MEASURES)COST EFFECTIVENESS (23 MEASURES)
105004 Total cost of the process group "deploy information technology solutions", excluding depreciation/amortization, per $1,000 revenue
(Total annual IT costs excluding depreciation/amortization * IT operating cost (excluding amortization/depreciation expenses) as a percentage of IT cost * Percentage of the IT operating cost that is dedicated to the process area "deploy IT solutions" *.0001) / (Total business entity revenue * 0.0010)
105006 Total cost of the process group "develop and manage IT customer relationships", excluding depreciation/amortization, per $1,000 revenue
(Total annual IT costs excluding depreciation/amortization * IT operating cost (excluding amortization/depreciation expenses) as a percentage of IT cost * Percentage of the IT operating cost that is dedicated to the process area "develop and manage IT customer relationships" *.0001) / (Total business entity revenue * 0.0010)
105007 Total cost of the process group "manage enterprise information", excluding depreciation/amortization, per $1,000 revenue
(Total annual IT costs excluding depreciation/amortization * IT operating cost (excluding amortization/depreciation expenses) as a percentage of IT cost * Percentage of the IT operating cost that is dedicated to the process area "manage enterprise information" *.0001) / (Total business entity revenue * 0.0010)
105008 Total IT capital cost, excluding depreciation/amortization, per business entity FTE
(Total annual IT costs excluding depreciation/amortization * IT capital cost of all capitalized IT assets acquired during this period as a percentage of IT costs * .01) / Number of business entity FTEs
IT Organization 2015: (247.0450 * 247.0490 * .01) / 247.0080
105009 Total IT cost, excluding depreciation/amortization, per $1,000 revenue
Total annual IT costs excluding depreciation/amortization / (Total business entity revenue * 0.0010)
IT Organization 2015: 247.0450 / (247.0090 * 0.0010)
INFORMATION TECHNOLOGY (IT)IT ORGANIZATION 2015 (90 MEASURES)COST EFFECTIVENESS (23 MEASURES)
105010 Total IT cost, excluding depreciation/amortization, per business entity FTE
Total annual IT costs excluding depreciation/amortization / Number of business entity FTEs
IT Organization 2015: 247.0450 / 247.0080
105011 Total IT cost, excluding depreciation/amortization, per IT function FTE
Total annual IT costs excluding depreciation/amortization / Number of FTEs who perform the function "manage information technology"
IT Organization 2015: 247.0450 / 247.0210
104105 Total IT cost, including depreciation/amortization, per $1,000 revenue
IT costs during the past year / (Total business entity revenue * 0.0010)
IT Organization 2015: 247.0685 / (247.0090 * 0.0010)
104109 Total IT cost, including depreciation/amortization, per business entity FTE
IT costs during the past year / Number of business entity FTEs
IT Organization 2015: 247.0685 / 247.0080
104494 Total IT cost, including depreciation/amortization, per IT function FTE
IT costs during the past year / Number of FTEs who perform the function "manage information technology"
IT Organization 2015: 247.0685 / 247.0210
105012 Total IT operating cost, excluding depreciation/amortization, per business entity FTE
(Total annual IT costs excluding depreciation/amortization * IT operating cost (excluding amortization/depreciation expenses) as a percentage of IT cost * .01) / Number of business entity FTEs
IT Organization 2015: (247.0450 * 247.0480 * .01) / 247.0080
104946 Other cost to perform the function "manage information technology", excluding depreciation/amortization, per $1,000 revenue
(Total annual IT costs excluding depreciation/amortization * IT operating cost (excluding amortization/depreciation expenses) as a percentage of IT cost * Percentage of the IT operating costs that is other than internal/external personnel, hardware, software, data/voice networks, or facilities/overhead *.0001) / (Total business entity revenue * 0.0010)
INFORMATION TECHNOLOGY (IT)IT ORGANIZATION 2015 (90 MEASURES)COST EFFECTIVENESS (23 MEASURES)
104947 Overhead cost to perform the function "manage information technology", excluding depreciation/amortization, per $1,000 revenue
(Total annual IT costs excluding depreciation/amortization * IT operating cost (excluding amortization/depreciation expenses) as a percentage of IT cost * Percentage of the IT operating costs that is facilities/overhead *.0001) / (Total business entity revenue * 0.0010)
105001 Total cost of the process group "develop and implement security, privacy, and data protection controls", excluding depreciation/amortization, per $1,000 revenue
(Total annual IT costs excluding depreciation/amortization * IT operating cost (excluding amortization/depreciation expenses) as a percentage of IT cost * Percentage of the IT operating cost that is dedicated to the process area "Develop and implement security, privacy, and data protection controls" *.0001) / (Total business entity revenue * 0.0010)
105005 Total cost of the process group "develop and maintain information technology solutions", excluding depreciation/amortization, per $1,000 revenue
(Total annual IT costs excluding depreciation/amortization * IT operating cost (excluding amortization/depreciation expenses) as a percentage of IT cost * Percentage of the IT operating cost that is dedicated to the process area "develop and maintain IT solutions" *.0001) / (Total business entity revenue * 0.0010)
105002 Total cost of the process group "manage the business of IT", excluding depreciation/amortization, per $1,000 revenue
(Total annual IT costs excluding depreciation/amortization * IT operating cost (excluding amortization/depreciation expenses) as a percentage of IT cost * Percentage of the IT operating cost that is dedicated to the process area "manage the business of IT" *.0001) / (Total business entity revenue * 0.0010)
INFORMATION TECHNOLOGY (IT)IT ORGANIZATION 2015 (90 MEASURES)COST EFFECTIVENESS (23 MEASURES)
105013 Total IT outsourced cost, excluding depreciation/amortization, per $1,000 revenue
(Total annual IT costs excluding depreciation/amortization * IT operating cost (excluding amortization/depreciation expenses) as a percentage of IT cost * Percentage of the IT operating cost that is outsourced * .0001) / (Total business entity revenue * 0.0010)
CYCLE TIME (2 MEASURES)104930 Average time in days to deploy new computing capacity Average time in days to deploy new computing
capacity
IT Organization 2015: 247.0790
103437 Time in weeks to close an identified IT skill or capability gap Time in weeks to close an identified IT skill or capability gap
IT Organization 2015: 247.0200
PROCESS EFFICIENCY (13 MEASURES)100970 Number of FTEs that perform IT development and
maintenance per $1 billion revenue(Number of FTEs who perform the function "manage information technology" * (Percentage of IT FTEs performing the process area "Manage enterprise information" + Percentage of IT FTEs performing the process area "Develop and maintain information technology solutions")*.01) / (Total business entity revenue * 0.0000000010)
100972 Number of FTEs that perform IT operations per $1 billion revenue
(Number of FTEs who perform the function "manage information technology" * (Percentage of IT FTEs performing the process area "Deploy information technology solutions" + Percentage of IT FTEs performing the process area "Deliver and support information technology services")*.01) / (Total business entity revenue * 0.0000000010)
INFORMATION TECHNOLOGY (IT)IT ORGANIZATION 2015 (90 MEASURES)PROCESS EFFICIENCY (13 MEASURES)
100974 Number of FTEs that perform IT planning and management per $1 billion revenue
(Number of FTEs who perform the function "manage information technology" * (Percentage of IT FTEs performing the process area "manage the business of IT" + Percentage of IT FTEs performing the process area "Develop and manage IT customer relationships" + Percentage of IT FTEs performing the process area "Develop and implement security, privacy, and data protection controls")*.01) / (Total business entity revenue * 0.0000000010)
101241 Number of FTEs that perform IT processes per $1 billion revenue
Number of FTEs who perform the function "manage information technology"/(Total business entity revenue * 0.0000000010)
IT Organization 2015: 247.0210/(247.0090 * 0.0000000010)
101300 Number of IT FTEs for the process group "deliver and support information technology services" per $1 billion revenue
(Number of FTEs who perform the function "manage information technology" * Percentage of IT FTEs performing the process area "Deliver and support information technology services" *.01) / (Total business entity revenue * 0.0000000010)
101302 Number of IT FTEs for the process group "deploy information technology solutions" per $1 billion revenue
(Number of FTEs who perform the function "manage information technology" * Percentage of IT FTEs performing the process area "Deploy information technology solutions" *.01) / (Total business entity revenue * 0.0000000010)
101310 Number of IT FTEs for the process group "develop and manage information technology customer relationships" per $1 billion revenue
(Number of FTEs who perform the function "manage information technology" * Percentage of IT FTEs performing the process area "Develop and manage IT customer relationships" *.01) / (Total business entity revenue * 0.0000000010)
INFORMATION TECHNOLOGY (IT)IT ORGANIZATION 2015 (90 MEASURES)PROCESS EFFICIENCY (13 MEASURES)
101320 Number of IT FTEs for the process group "manage enterprise information" per $1 billion revenue
(Number of FTEs who perform the function "manage information technology" * Percentage of IT FTEs performing the process area "Manage enterprise information" *.01) / (Total business entity revenue * 0.0000000010)
101324 Number of IT FTEs for the process group "manage the business of information technology" per $1 billion revenue
(Number of FTEs who perform the function "manage information technology" * Percentage of IT FTEs performing the process area "manage the business of IT" *.01) / (Total business entity revenue * 0.0000000010)
100825 Length in years of information architecture planning horizon Length in years of information architecture planning horizon
IT Organization 2015: 247.0770
101318 Number of IT FTEs for the process group "develop and implement security, privacy, and data protection controls" per $1 billion revenue
(Number of FTEs who perform the function "manage information technology" * Percentage of IT FTEs performing the process area "Develop and implement security, privacy, and data protection controls" *.01) / (Total business entity revenue * 0.0000000010)
101307 Number of IT FTEs for the process group "develop and maintain information technology solutions" per $1 billion revenue
(Number of FTEs who perform the function "manage information technology" * Percentage of IT FTEs performing the process area "Develop and maintain information technology solutions" *.01) / (Total business entity revenue * 0.0000000010)
104962 Percentage of data and content managed as enterprise information assets
Percentage of data and content are managed as enterprise information assets
IT Organization 2015: 247.0780
STAFF PRODUCTIVITY (1 MEASURES)101295 Number of end users serviced by the IT function per IT
function FTENumber of customers serviced by the function "manage information technology"/Percentage of IT FTEs performing the process area "manage the business of IT"
INFORMATION TECHNOLOGY (IT)IT ORGANIZATION 2015 (90 MEASURES)SUPPLEMENTAL INFORMATION (51 MEASURES)
100957 Number of external service provider FTEs per $1 billion revenue
(Number of FTEs who perform the function "manage information technology" * Percentage of IT employees reporting as external FTEs *.01) / (Total business entity revenue * 0.0000000010)
104944 Number of IT FTEs reporting internally somewhere other than IT per $1 billion revenue
(Number of FTEs who perform the function "manage information technology" * Percentage of IT employees reporting internally somewhere other than IT *.01) / (Total business entity revenue * 0.0000000010)
104945 Number of IT FTEs reporting into the internal IT organization per $1 billion revenue
(Number of FTEs who perform the function "manage information technology" * Percentage of IT employees reporting into the internal IT organization *.01) / (Total business entity revenue * 0.0000000010)
104948 Percentage allocation of IT costs related to other costs to control / reduce the costs of your legacy environment, excluding depreciation/amortization, in the next 3 to 5 years
Percentage allocation of IT costs related to the "Legacy" environment for other to control and/or reduce the costs of your legacy environment in the next 3 to 5 years
IT Organization 2015: 247.0760
104949 Percentage allocation of IT costs related to rationalizing the application portfolio to control/reduce the costs of the enterprise legacy environment, excluding depreciation/amortization, in the next 3 to 5 years
Percentage allocation of IT costs related to the "Legacy" environment for rationalizing the application portfolio to control and/or reduce the costs of the enterprise legacy environment in the next 3 to 5 years
IT Organization 2015: 247.0700
104950 Percentage allocation of IT costs related to renewing / revising / consolidating hardware to control / reduce the costs of the enterprise legacy environment, excluding depreciation/amortization, in the next 3 to 5 years
Percentage allocation of IT costs related to the "Legacy" environment for gradually renewing / revising / consolidating hardware to control and/or reduce the costs of the enterprise legacy environment in the next 3 to 5 years
INFORMATION TECHNOLOGY (IT)IT ORGANIZATION 2015 (90 MEASURES)SUPPLEMENTAL INFORMATION (51 MEASURES)
104951 Percentage allocation of IT costs related to renewing hardware, software and application environment to control / reduce the costs of the enterprise legacy environment, excluding depreciation/amortization, in the next 3 to 5 years
Percentage allocation of IT costs related to the "Legacy" environment for renewing hardware, software and application environment to control and/or reduce the costs of the enterprise legacy environment in the next 3 to 5 years
IT Organization 2015: 247.0730
104952 Percentage allocation of IT costs related to the use of an outsourcing partner to control / reduce the costs of the enterprise legacy environment, excluding depreciation/amortization, in the next 3 to 5 years
Percentage allocation of IT costs related to the "Legacy" environment for using an outsourcing partner to control and/or reduce the costs of the enterprise legacy environment in the next 3 to 5 years
IT Organization 2015: 247.0740
104953 Percentage allocation of IT costs related to the use of cloud services to control / reduce the costs of the enterprise legacy environment, excluding depreciation/amortization, in the next 3 to 5 years
Percentage allocation of IT costs related to the "Legacy" environment for use cloud services to control and/or reduce the costs of the enterprise legacy environment in the next 3 to 5 years
IT Organization 2015: 247.0750
104954 Percentage allocation of IT costs related to wrapping / isolating the legacy environment from new activities to control /reduce the costs of the enterprise legacy environment, excluding depreciation/amortization, in the next 3 to 5 years
Percentage allocation of IT costs related to the "Legacy" environment for wrapping / isolating the legacy environment from new activities to control and/or reduce the costs of the enterprise legacy environment in the next 3 to 5 years
IT Organization 2015: 247.0710
104556 Percentage of business entity IT FTEs who perform the process group "deliver and support it services"
Percentage of IT FTEs performing the process area "Deliver and support information technology services"
IT Organization 2015: 247.0310
104555 Percentage of business entity IT FTEs who perform the process group "deploy it solutions"
Percentage of IT FTEs performing the process area "Deploy information technology solutions"
IT Organization 2015: 247.0300
104558 Percentage of business entity IT FTEs who perform the process group "develop and implement security, privacy, and data protection controls"
Percentage of IT FTEs performing the process area "Develop and implement security, privacy, and data protection controls"
IT Organization 2015: 247.0270
104554 Percentage of business entity IT FTEs who perform the process group "develop and maintain information technology solutions"
Percentage of IT FTEs performing the process area "Develop and maintain information technology solutions"
INFORMATION TECHNOLOGY (IT)IT ORGANIZATION 2015 (90 MEASURES)SUPPLEMENTAL INFORMATION (51 MEASURES)
104971 Percentage of FTEs performing IT processes that perform roles other than executive, administrative, strategy, planning, program/project management, application development/support, infrastructure operations/support, or user support
Percentage of FTEs performing IT processes that perform roles other than executive, administrative, strategy, planning, program/project management, application development/support, infrastructure operations/support, or user support
IT Organization 2015: 247.0400
104972 Percentage of FTEs performing IT processes that perform strategy and planning roles
Percentage of FTEs performing IT processes that perform strategy and planning roles
IT Organization 2015: 247.0330
104973 Percentage of FTEs performing IT processes that perform user support roles
Percentage of FTEs performing IT processes that perform user support roles
IT Organization 2015: 247.0390
101770 Percentage of FTEs who perform the function "manage information technology" who are external service providers
Percentage of IT employees reporting as external FTEs
IT Organization 2015: 247.0240
104975 Percentage of IT cost (infrastructure, applications, people), excluding depreciation/amortization, related to the "Legacy" environment
Percentage of IT costs (infrastructure, applications, people) related to the "Legacy" environment
IT Organization 2015: 247.0690
104976 Percentage of IT FTEs performing IT processes that perform deskside (local) support
Percentage of IT FTEs performing user support roles that perform deskside (local) support
IT Organization 2015: 247.0420
104977 Percentage of IT FTEs performing user support roles that perform helpdesk (remote) support
Percentage of IT FTEs performing user support roles that perform helpdesk (remote) support
IT Organization 2015: 247.0410
104978 Percentage of IT operating cost, excluding depreciation/amortization, spent on external business application development and maintenance services
Percentage of IT operating cost spent on external business application development and maintenance services
IT Organization 2015: 247.0650
104979 Percentage of IT operating cost, excluding depreciation/amortization, spent on externally-provided cloud services
Percentage of IT operating cost spent on externally-provided cloud services
IT Organization 2015: 247.0680
104980 Percentage of IT operating cost, excluding depreciation/amortization, spent on externally-provided infrastructure operations services
Percentage of IT operating cost spent on externally-provided infrastructure operations services
INFORMATION TECHNOLOGY (IT)IT ORGANIZATION 2015 (90 MEASURES)SUPPLEMENTAL INFORMATION (51 MEASURES)
104981 Percentage of IT operating cost, excluding depreciation/amortization, spent on externally-provided user support services
Percentage of IT operating cost spent on externally-provided user support services
IT Organization 2015: 247.0670
105014 Percentage of IT purchases where the key decisions are made outside of the IT organization
Percentage of IT purchases where the key decisions are made outside of the IT organization
IT Organization 2015: 247.0190
104982 Percentage of legacy applications already moved to cloud technology
Percentage of legacy applications moved to cloud technology
IT Organization 2015: 247.0820
104983 Percentage of new business applications deployed using cloud technology
Percentage of new business applications deployed using cloud technology
IT Organization 2015: 247.0810
104984 Percentage of total IT cost, excluding depreciation/amortization, allocated to growth/transformation of the business
Percentage of IT costs allocated to growth/transformation
IT Organization 2015: 247.0470
104985 Percentage of total IT cost, excluding depreciation/amortization, allocated to IT development and maintenance
(Percentage of the IT operating cost that is dedicated to the process area "manage enterprise information" + Percentage of the IT operating cost that is dedicated to the process area "develop and maintain IT solutions")
IT Organization 2015: (247.0530 + 247.0540)
104986 Percentage of total IT cost, excluding depreciation/amortization, allocated to IT operations
(Percentage of the IT operating cost that is dedicated to the process area "deploy IT solutions" + Percentage of the IT operating cost that is dedicated to the process area "deliver and support IT services")
IT Organization 2015: (247.0550 + 247.0560)
104987 Percentage of total IT cost, excluding depreciation/amortization, allocated to IT planning and management
(Percentage of the IT operating cost that is dedicated to the process area "manage the business of IT" + Percentage of the IT operating cost that is dedicated to the process area "develop and manage IT customer relationships" + Percentage of the IT operating cost that is dedicated to the process area "Develop and implement security, privacy, and data protection controls")
IT Organization 2015: (247.0500 + 247.0510 + 247.0520)
INFORMATION TECHNOLOGY (IT)IT ORGANIZATION 2015 (90 MEASURES)SUPPLEMENTAL INFORMATION (51 MEASURES)
104988 Percentage of total IT cost, excluding depreciation/amortization, allocated to operating/maintaining the business
Percentage of IT costs dedicated to operating the business
IT Organization 2015: 247.0460
104989 Percentage of total IT cost, excluding depreciation/amortization, allocated to process group "deliver and support information technology services"
Percentage of the IT operating cost that is dedicated to the process area "deliver and support IT services"
IT Organization 2015: 247.0560
104990 Percentage of total IT cost, excluding depreciation/amortization, allocated to process group "deploy information technology solutions"
Percentage of the IT operating cost that is dedicated to the process area "deploy IT solutions"
IT Organization 2015: 247.0550
104991 Percentage of total IT cost, excluding depreciation/amortization, allocated to process group "develop and implement security, privacy, and data protection controls"
Percentage of the IT operating cost that is dedicated to the process area "Develop and implement security, privacy, and data protection controls"
IT Organization 2015: 247.0520
104992 Percentage of total IT cost, excluding depreciation/amortization, allocated to process group "develop and maintain information technology solutions"
Percentage of the IT operating cost that is dedicated to the process area "develop and maintain IT solutions"
IT Organization 2015: 247.0540
104993 Percentage of total IT cost, excluding depreciation/amortization, allocated to process group "develop and manage IT customer relationships"
Percentage of the IT operating cost that is dedicated to the process area "develop and manage IT customer relationships"
IT Organization 2015: 247.0510
104994 Percentage of total IT cost, excluding depreciation/amortization, allocated to process group "manage enterprise information"
Percentage of the IT operating cost that is dedicated to the process area "manage enterprise information"
IT Organization 2015: 247.0530
104995 Percentage of total IT cost, excluding depreciation/amortization, allocated to process group "manage the business of information technology"
Percentage of the IT operating cost that is dedicated to the process area "manage the business of IT"
MARKETINGSALES AND MARKETING (65 MEASURES)COST EFFECTIVENESS (17 MEASURES)
100026 Budget for research and development (R&D) as a percentage of revenue
(Budget for research and development (R&D) / Total business entity revenue) * 100.0
Sales and Marketing: (69.00110_3 / 69.0070) * 100.0
100027 Budget for sales as a percentage of revenue (Budget for sales / Total business entity revenue) * 100
Sales and Marketing: (232.0770 / 232.0070) * 100
100859 Marketing budget per marketing FTE Budget for marketing / Number of FTEs who perform the marketing function
Sales and Marketing: 232.0760 / 232.0780
103115 Research and development (R&D) budget per R&D FTE Budget for research and development (R&D) / Number of FTEs who perform research and development (R&D)
Sales and Marketing: 69.00110_3 / 69.0120_3
103165 Sales budget per sales FTE Budget for sales / Number of FTEs who perform the sales function
Sales and Marketing: 232.0770 / 232.0790
104765 Total annual cost of the process "service customers" per active customer
Total cost to perform the process "service customers"/Total number of active customers
Sales and Marketing: 232.0620/232.0600
104766 Total annual cost of the process "service customers" per sales FTE
Total cost to perform the process "service customers"/Number of FTEs who perform the sales function
Sales and Marketing: 232.0620/232.0790
104768 Total cost of the process "service customers" per $1 billion revenue
Total cost to perform the process "service customers"/(Total business entity revenue*.0000000010)
Sales and Marketing: 232.0620/(232.0070*.0000000010)
PROCESS EFFICIENCY (11 MEASURES)100479 Customer wallet share Customer wallet share
MARKETINGSALES AND MARKETING (65 MEASURES)PROCESS EFFICIENCY (11 MEASURES)
102289 Marketing, sales, and R&D FTEs as a percentage of total business entity FTEs
((Number of FTEs who perform the marketing function + Number of FTEs who perform the sales function + Number of FTEs who perform research and development (R&D)) / Number of business entity FTEs) * 100.0
101928 Percentage of customers who can name brand in unaided recall test
Percentage of customers who can name your business entity's brand in an unaided recall test
Sales and Marketing: 232.0210
101929 Percentage of customers who would recommend product/service to family/friends
Percentage of customers who would recommend your business entity's product/service to family/friends
Sales and Marketing: 232.0700
102456 Percentage of qualified leads where the sale is closed Percentage of qualified leads where the sale is closed
Sales and Marketing: 232.0490
101660 Relative change in brand performance over the past three years
Relative change in brand performance over the past three years
Sales and Marketing: 69.0150
104485 Number of marketing FTEs per $1 billion in revenue Number of FTEs who perform the marketing function / (Total business entity revenue * 0.000000001)
Sales and Marketing: 232.0780 / (232.0070 * 0.000000001)
104486 Number of sales FTEs per $1 billion in revenue Number of FTEs who perform the sales function / (Total business entity revenue * 0.000000001)
Sales and Marketing: 232.0790 / (232.0070 * 0.000000001)
102525 Percentage of revenue attributed to customers who made first purchase of the brand
Percentage of revenue from customers making their first purchase of the brand in the last 12-month reporting period
MARKETINGSALES AND MARKETING (65 MEASURES)SUPPLEMENTAL INFORMATION (35 MEASURES)
104736 Percentage of customers targeted through campaigns using the social media channel
Percentage of customers targeted through campaigns using the social media channel
Sales and Marketing: 232.0380
104737 Percentage of customers targeted through campaigns using the traditional face-to-face contact channel
Percentage of customers targeted through campaigns using the traditional face-to-face contact channel
Sales and Marketing: 232.0390
104733 Percentage of customers targeted through campaigns using the website channel
Percentage of customers targeted through campaigns using the website channel
Sales and Marketing: 232.0350
104744 Percentage of customers using indirect marketing for information gathering on your business entity's products/services
Percentage of your customers uses indirect marketing such as billboards, print, broadcasting (radio/TV) for information gathering or research on your products/services
Sales and Marketing: 232.0480
104742 Percentage of customers using mobile applications for information gathering on your business entity's products/services
Percentage of your customers uses mobile applications for information gathering or research on your products/services
Sales and Marketing: 232.0460
104741 Percentage of customers using social media for information gathering on your business entity's products/services
Percentage of your customers uses social media (interactions via social platforms external to your company website) for information gathering or research on your products/services
Sales and Marketing: 232.0450
104743 Percentage of customers using traditional face-to-face contact for information gathering on your business entity's products/services
Percentage of your customers uses traditional face-to-face contact for information gathering or research on your products/services
Sales and Marketing: 232.0470
104740 Percentage of customers using your business entity's website for information gathering on your business entity's products/services
Percentage of your customers uses your website (your company name.com) for information gathering or research on your products/services
Sales and Marketing: 232.0440
104762 Percentage of employee time spent servicing customers via business-to-business channel
Percentage of employee time spent working in B2B channels other than website, mobile applications, social media, face-to-face contact, or contact centers channel servicing customers
MARKETINGSALES AND MARKETING (65 MEASURES)SUPPLEMENTAL INFORMATION (35 MEASURES)
104747 Percentage of total annual sales revenue attributable to sales completed on mobile applications
Percentage of total annual sales revenue attributable to mobile applications
Sales and Marketing: 232.0560
104746 Percentage of total annual sales revenue attributable to sales completed on social media
Percentage of total annual sales revenue attributable to social media
Sales and Marketing: 232.0550
104745 Percentage of total annual sales revenue attributable to sales completed on your business entity's website
Percentage of total annual sales revenue attributable to your website channel
Sales and Marketing: 232.0540
104750 Percentage of total annual sales revenue attributable to sales completed through digital channels other than social media, website, or mobile applications
Percentage of total annual sales revenue attributable to a digital channel other than your website, social media, or mobile applications
Sales and Marketing: 232.0590
104749 Percentage of total annual sales revenue attributable to sales completed through human-assisted channels other than face-to-face contact
Percentage of total annual sales revenue attributable to a human-assisted sales method other than face-to-face contact
Sales and Marketing: 232.0580
104748 Percentage of total annual sales revenue attributable to sales completed through traditional face-to-face channels
Percentage of total annual sales revenue attributable to the face-to-face channel
Sales and Marketing: 232.0570
102530 Sales FTEs as a percentage of total business entity FTEs (Number of FTEs who perform the sales function/Number of business entity FTEs)*100
MARKETINGSALES AND ORDER MANAGEMENT (13 MEASURES)COST EFFECTIVENESS (3 MEASURES)
103988 Total cost to perform the process "manage sales orders" per sales order line item
Total cost to perform the process "manage sales orders" / Number of sales order line items
Sales and Order Management: 233.0190 / 233.0410
100126 Average cost per sales order for orders received through new channels
Average cost per sales order received through new (such as digital/electric) channels
Sales and Order Management: 233.0350b
103276 Systems cost to perform the process "manage sales orders" per $100,000 revenue
(Percentage of total cost of the process "Manage sales orders" allocated to internal cost * Percentage of internal cost of the process "Manage sales orders" allocated to systems cost * Total cost to perform the process "manage sales orders" * .0001) / (Total business entity revenue * .00001)
Sales and Order Management: (233.0200a * 233.0210b * 233.0190 * .0001) / (233.0090 * .00001)
PROCESS EFFICIENCY (8 MEASURES)102602 Percentage of customers claiming to be satisfied Percentage of customers claiming to be
satisfied
Sales and Order Management: 233.0270
100213 Average monthly sales forecast error within a product family Average monthly product family sales forecast error
Sales and Order Management: 233.0340
100731 First contact resolution rate for inquiries on existing orders and service-after-sales requests
First contact resolution rate for inquiries on existing orders and service-after-sales requests
Sales and Order Management: 233.0390
100810 Key customer growth Percentage of revenue growth for the top 20 percent of customers
Sales and Order Management: 233.0300
100480 Market share Market share
Sales and Order Management: 233.0260
102339 Percentage of order inquiry contacts received through new (such as digital/electric) channels
Percentage of order inquiry contacts received through new (such as digital/electric) channels
PRODUCT DEVELOPMENT (PD)PRODUCT DEVELOPMENT (64 MEASURES)COST EFFECTIVENESS (35 MEASURES)
100259 Average project cost of existing product/service improvements and extensions from start of design and develop product/service process through support product manufacturing or service delivery process
Average project cost from the start of the design and develop products/services process through the support product manufacturing or service delivery process for existing product/service improvement projects
Product Development: 193.0450
100273 Average project cost of new product/service developments from start of design and develop product/service process through support product manufacturing or service delivery process
Average project cost from the start of the design and develop products/services process through the support product manufacturing or service delivery process for new product/service development projects
Product Development: 193.0460
103139 Research and development (R&D) cost per $1,000 revenue Costs of research and development (R&D) / (Total business entity revenue * 0.0010)
PRODUCT DEVELOPMENT (PD)PRODUCT DEVELOPMENT (64 MEASURES)COST EFFECTIVENESS (35 MEASURES)
104006 Total cost of the product development function per $1,000 revenue
(Total cost to generate new product/service ideas + Total cost to design and develop products/services + Total cost to test market products/services + Total cost to support product manufacturing or service delivery) / (Total business entity revenue * 0.0010)
101504 Other cost of the process "support product manufacturing or service delivery" per $1,000 revenue
Costs other than personnel, systems, overhead, and outsourced to support product manufacturing or service delivery / (Total business entity revenue * 0.0010)
103141 Research and development (R&D) cost related to new product development projects per $1,000 revenue
((Percentage of research and development (R&D) cost related to new product development projects * 0.010) * Costs of research and development (R&D)) / (Total business entity revenue * 0.001)
103143 Research and development (R&D) cost related to product improvements and extensions per $1,000 revenue
((Percentage of research and development (R&D) cost related to new product development projects * -0.01 + 1) * Costs of research and development (R&D)) / (Total business entity revenue * 0.0010)
103691 Total cost of the process "generate new product/service ideas" per concept (pre-design phase)
Total cost to generate new product/service ideas / Total number of concepts in the pre-design phase
Product Development: 193.0530f / 193.0160
103689 Total cost to generate new product/service ideas concept in the pre-design phase that is a new product/service development
Total cost to generate new product/service ideas / Number of concepts in the pre-design phase that are new product/service developments
Product Development: 39.0330a(vi) / 39.0380b
103687 Total cost to generate new product/service ideas per concept in the pre-design phase that is an existing product/service improvement or extension
Total cost to generate new product/service ideas / Number of concepts in the pre-design phase that are existing product/service improvements and extensions
Product Development: 39.0330a(vi) / 39.0380a
CYCLE TIME (7 MEASURES)100381 Average time-to-profitability in months for existing
product/service improvement and extension projectsAverage time-to-profitability in months for existing product/service improvement projects
Product Development: 193.0470
100383 Average time-to-profitability in months for new product/service development projects
Average time-to-profitability in months for new product/service development projects
PRODUCT DEVELOPMENT (PD)PRODUCT DEVELOPMENT (64 MEASURES)CYCLE TIME (7 MEASURES)
103466 Time-to-market in days for existing product/service improvement and extension projects
Average time-to-market in days from the start of the design and develop products/services process until the existing product/service improvement project is ready for sale
Product Development: 193.0410
103476 Time-to-market in days for new product/service development projects
Average time-to-market in days from the start of the design and develop products/services process until the new product/service development project ready for sale
Product Development: 193.0420
100379 Average time-to-market in days for all products (including product improvements and extensions)
Average time-to-market in days for all products
Product Development: 175.0210
100664 Cycle time in days from start of design and develop product/service through completion of test market product/service for existing product/service improvement and extension projects
Cycle time in days from the start of the design and develop products/services process through the completion of the test market products/services process for existing product/service improvement projects
Product Development: 193.0390
100665 Cycle time in days from start of design and develop product/service through completion of test market product/service for new product/service development projects
Cycle time in days from the start of the design and develop products/services process through the completion of the test market products/services process for new product/service development projects
Product Development: 193.0400
PROCESS EFFICIENCY (18 MEASURES)101238 Number of FTEs in the product development function per $1
billion revenueNumber of FTEs who develop and manage products and services / (Total business entity revenue * 0.000000001)
102407 Percentage of product/service development projects launched as commercial products/services annually
Percentage of new product/service development projects that are commercially launched
Product Development: 193.0180
103123 Ratio of the number of projects to concepts in the pre-design phase for existing product/service extensions and improvements
Number of projects that are existing product/service improvements and extensions / Number of concepts in the pre-design phase that are existing product/service improvements and extensions
Product Development: 39.0190a / 39.0380a
103124 Ratio of the number of projects to concepts in the pre-design phase for new product/service developments
Number of projects that are new product/service developments / Number of concepts in the pre-design phase that are new product/service developments
Product Development: 39.0190b / 39.0380b
103125 Ratio of the total numbers of projects to pre-design concepts Total number of projects / Total number of concepts in the pre-design phase
Product Development: 193.0170 / 193.0160
STAFF PRODUCTIVITY (3 MEASURES)100945 Number of existing product/service improvement and
extension concepts per generate new product/service ideas FTE
Number of concepts in the pre-design phase that are existing product/service improvements and extensions / ((Number of FTEs who develop and manage products and services * Percentage of FTEs who develop and manage products and services who generate new product/service ideas) * 0.010)
PRODUCT DEVELOPMENT (PD)PRODUCT DEVELOPMENT (64 MEASURES)STAFF PRODUCTIVITY (3 MEASURES)
100948 Number of existing product/service improvement and extension projects per FTE involved from the start of the design and develop products/services process through the support product manufacturing or service delivery process
Number of projects that are existing product/service improvements and extensions / (((Percentage of FTEs who develop and manage products and services who design and develop products/services + Percentage of FTEs who develop and manage products and services who test market products/services + Percentage of FTEs who develop and manage products and services who support product manufacturing or service delivery)*Number of FTEs who develop and manage products and services)/100)
101355 Number of new product/service development projects per FTE involved from the start of the design and develop products/services process through the support product manufacturing or service delivery process
Number of projects that are new product/service developments / (((Percentage of FTEs who develop and manage products and services who design and develop products/services + Percentage of FTEs who develop and manage products and services who test market products/services + Percentage of FTEs who develop and manage products and services who support product manufacturing or service delivery)*Number of FTEs who develop and manage products and services)/100)
100505 Combined personnel and systems costs of the customer order management function as a percentage of the total cost the function
((Personnel cost to perform the process "develop customer care/customer service strategy" + Systems cost to perform the process "develop customer care/customer service strategy" + Personnel cost to perform the process "manage sales orders" + Systems cost to perform the process "manage sales orders" + Personnel cost to perform the process "service customers" + Systems cost to perform the process "service customers" + Personnel cost to perform the process "manage returns; manage reverse logistics" + Systems cost to perform the process "manage returns; manage reverse logistics") / (Total cost to perform the process group "develop customer care/customer service strategy" + Total cost to perform the process "manage sales orders" + Total cost to perform the process "service customers" + Total cost to perform the process "manage returns; manage reverse logistics")) * 100.0
103520 Total cost of the customer order management function per $1,000 revenue
(Total cost to perform the process group "develop customer care/customer service strategy" + Total cost to perform the process "manage sales orders" + Total cost to perform the process "service customers" + Total cost to perform the process "manage returns; manage reverse logistics") / (Total business entity revenue * 0.0010)
103523 Total cost of the customer order management function per function FTE
(Total cost to perform the process group "develop customer care/customer service strategy" + Total cost to perform the process "manage sales orders" + Total cost to perform the process "service customers" + Total cost to perform the process "manage returns; manage reverse logistics") / (Number of FTEs who perform the process group "develop customer care/customer service strategy" + Number of FTEs who perform the process "manage sales orders" + Number of FTEs who perform the process "service customers" + Number of FTEs who perform the process "manage returns; manage reverse logistics")
103527 Total cost of the customer order management function per sales order
(Total cost to perform the process group "develop customer care/customer service strategy" + Total cost to perform the process "manage sales orders" + Total cost to perform the process "service customers" + Total cost to perform the process "manage returns; manage reverse logistics") / Number of sales orders placed
103532 Total cost of the customer order management function per sales order line item
(Total cost to perform the process group "develop customer care/customer service strategy" + Total cost to perform the process "manage sales orders" + Total cost to perform the process "service customers" + Total cost to perform the process "manage returns; manage reverse logistics") / Number of sales order line items
103747 Total cost to perform the process "manage returns; manage reverse logistics" per $1,000 revenue
Total cost to perform the process "manage returns; manage reverse logistics" / (Total business entity revenue * 0.0010)
Customer Order Management: 58.0710f / (58.0060 * 0.0010)
103755 Total cost to perform the process "manage returns; manage reverse logistics" per sales order line item
Total cost to perform the process "manage returns; manage reverse logistics" / Number of sales order line items
Customer Order Management: 58.0710f / 58.0380
101460 Other cost of the customer order management function as a percentage of the total cost of the function
((Costs other than personnel, systems, overhead, and outsourced to perform the process "develop customer care/customer service strategy" + 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 process "service customers" + Costs other than personnel, systems, overhead, and outsourced to perform the process "manage returns; manage reverse logistics") / (Total cost to perform the process group "develop customer care/customer service strategy" + Total cost to perform the process "manage sales orders" + Total cost to perform the process "service customers" + Total cost to perform the process "manage returns; manage reverse logistics")) * 100.0
101512 Other cost of the process "service customers" per $1,000 revenue
Costs other than personnel, systems, overhead, and outsourced to perform the process "service customers" / (Total business entity revenue * 0.0010)
Customer Order Management: 58.0650d / (58.0060 * 0.0010)
101500 Other cost to perform the process "manage returns; manage reverse logistics" per $1,000 revenue
Costs other than personnel, systems, overhead, and outsourced to perform the process "manage returns; manage reverse logistics" / (Total business entity revenue * 0.0010)
Customer Order Management: 13.91d / (13.1600 * 0.0010)
101535 Outsourced cost of the customer order management function as a percentage of the total cost of the function
((Outsourced cost to perform the process "develop customer care/customer service strategy" + Outsourced cost to perform the process "manage sales orders" + Outsourced cost to perform the process "service customers" + Outsourced cost to perform the process "manage returns; manage reverse logistics") / (Total cost to perform the process group "develop customer care/customer service strategy" + Total cost to perform the process "manage sales orders" + Total cost to perform the process "service customers" + Total cost to perform the process "manage returns; manage reverse logistics")) * 100.0
101661 Overhead cost of the customer order management function as a percentage of the total cost of the function
((Overhead cost to perform the process "develop customer care/customer service strategy" + Overhead cost to perform the process "manage sales orders" + Overhead cost to perform the process "service customers" + Overhead cost to perform the process "manage returns; manage reverse logistics") / (Total cost to perform the process group "develop customer care/customer service strategy" + Total cost to perform the process "manage sales orders" + Total cost to perform the process "service customers" + Total cost to perform the process "manage returns; manage reverse logistics")) * 100.0
101715 Overhead cost of the process "service customers" per $1,000 revenue
Overhead cost to perform the process "service customers" / (Total business entity revenue * 0.0010)
Customer Order Management: 58.0650c / (58.0060 * 0.0010)
101702 Overhead cost to perform the process "manage returns; manage reverse logistics" per $1,000 revenue
Overhead cost to perform the process "manage returns; manage reverse logistics" / (Total business entity revenue * 0.0010)
Customer Order Management: 13.91c / (13.1600 * 0.0010)
102853 Personnel cost of the customer order management function as a percentage of the total cost of the function
((Personnel cost to perform the process "develop customer care/customer service strategy" + Personnel cost to perform the process "manage sales orders" + Personnel cost to perform the process "service customers" + Personnel cost to perform the process "manage returns; manage reverse logistics") / (Total cost to perform the process group "develop customer care/customer service strategy" + Total cost to perform the process "manage sales orders" + Total cost to perform the process "service customers" + Total cost to perform the process "manage returns; manage reverse logistics")) * 100.0
103216 Systems cost of the customer order management function as a percentage of the total cost of the function
((Systems cost to perform the process "develop customer care/customer service strategy" + Systems cost to perform the process "manage sales orders" + Systems cost to perform the process "service customers" + Systems cost to perform the process "manage returns; manage reverse logistics") / (Total cost to perform the process group "develop customer care/customer service strategy" + Total cost to perform the process "manage sales orders" + Total cost to perform the process "service customers" + Total cost to perform the process "manage returns; manage reverse logistics")) * 100.0
103908 Total cost of the process "service customers" per "service customers" FTE
Total cost to perform the process "service customers" / Number of FTEs who perform the process "service customers"
Customer Order Management: 13.83f / 13.8200
103915 Total cost of the process "service customers" per sales order Total cost to perform the process "service customers" / Number of sales orders placed
Customer Order Management: 13.83f / 13.5200
103919 Total cost of the process "service customers" per sales order line item
Total cost to perform the process "service customers" / Number of sales order line items
Customer Order Management: 58.0650f / 58.0380
103743 Total cost to perform the process "manage returns; manage reverse logistics" per process FTE
Total cost to perform the process "manage returns; manage reverse logistics" / Number of FTEs who perform the process "manage returns; manage reverse logistics"
Customer Order Management: 13.91f / 13.90
103751 Total cost to perform the process "manage returns; manage reverse logistics" per sales order
Total cost to perform the process "manage returns; manage reverse logistics" / Number of sales orders placed
104161 Total supply chain management cost per sales order line item Supply chain management costs / Number of sales order line items
Customer Order Management: 13.2100 / 13.5300
PROCESS EFFICIENCY (11 MEASURES)100511 Customer retention rate Customer retention rate for all customers
Customer Order Management: 58.0490
101144 Number of FTEs that perform the process "service customers" per $1 billion revenue
Number of FTEs who perform the process "service customers" / (Total business entity revenue * 0.000000001)
Customer Order Management: 13.8200 / (13.1600 * 0.000000001)
100813 Key customer profitability Percentage of profitability change for the top 20 percent of customers
Customer Order Management: 58.0480
100976 Number of FTEs that perform the customer order management function per $1 billion revenue
(Number of FTEs who perform the process group "develop customer care/customer service strategy" + Number of FTEs who perform the process "manage sales orders" + Number of FTEs who perform the process "service customers" + Number of FTEs who perform the process "manage returns; manage reverse logistics") / (Total business entity revenue * 0.000000001)
101918 Percentage of customer accounts set up for electronic data interchange (EDI)
(Customer accounts set up for EDI to submit sales orders / Number of customers in the customer master file) * 100.0
Customer Order Management: (58.0540 / 58.0530) * 100.0
102552 Percentage of sales order line items delivered on time (Sales order line items delivered on time as scheduled / Number of sales order line items) * 100.0
Customer Order Management: (13.5900 / 13.5300) * 100.0
102560 Percentage of sales order line items requiring no human intervention to create, modify, or fulfill
Percentage of sales order line items requiring no manual intervention to create, modify, or fulfill
Customer Order Management: 13.0530
102563 Percentage of sales orders transacted via a portal Percentage of sales orders transacted via portal
Customer Order Management: 13.60
SUPPLEMENTAL INFORMATION (37 MEASURES)102473 Percentage of returned goods that are disposed of through
other methodsPercentage of returned goods that are disposed of through other methods
Customer Order Management: 13.95h
102467 Percentage of returned goods that are donated Percentage of returned goods that are donated
Customer Order Management: 13.95a
102476 Percentage of returned goods that are recycled (materials reclaimed, leased)
Percentage of returned goods that are recycled
Customer Order Management: 58.0740b
102479 Percentage of returned goods that are remanufactured and resold through a secondary channel
Percentage of returned goods that are remanufactured and resold
Customer Order Management: 13.95c
102482 Percentage of returned goods that are repackaged and resold through a secondary channel
Percentage of returned goods that are repackaged and resold
Customer Order Management: 58.0740d
102485 Percentage of returned goods that are resold as-is through a secondary channel
Percentage of returned goods that are resold as-is
SUPPLY CHAIN MANAGEMENT (SCM)CUSTOMER ORDER MANAGEMENT (76 MEASURES)SUPPLEMENTAL INFORMATION (37 MEASURES)
102470 Percentage of returned goods that are sent to a landfill Percentage of returned goods that are sent to a landfill
Customer Order Management: 58.0740g
102488 Percentage of returned goods that are sold as scrap Percentage of returned goods that are sold as scrap
Customer Order Management: 58.0740f
102531 Percentage of sales order line items changed after initial order placement through direct connection to the system
(Number of sales order line items changed after initial order placement through direct connection to the system / Number of sales order line items changed by the customer after the initial order placement) * 100.0
Customer Order Management: (13.67d / 13.67i) * 100.0
102533 Percentage of sales order line items changed after initial order placement through electronic data interchange (EDI)
(Number of sales order line items changed after initial order placement through EDI / Number of sales order line items changed by the customer after the initial order placement) * 100.0
Customer Order Management: (13.058c / 13.058i) * 100.0
102535 Percentage of sales order line items changed after initial order placement through e-mail
(Number of sales order line items changed after initial order placement through e-mail / Number of sales order line items changed by the customer after the initial order placement) * 100.0
Customer Order Management: (13.67e / 13.67i) * 100.0
102537 Percentage of sales order line items changed after initial order placement through fax and mail
(Number of sales order line items changed after initial order placement through fax and mail / Number of sales order line items changed by the customer after the initial order placement) * 100.0
Customer Order Management: (13.058f / 13.058i) * 100.0
102539 Percentage of sales order line items changed after initial order placement through other methods
(Number of sales order line items changed after initial order changed through methods other than the internet, WAP, EDI, direct connection to the system, e-mail, fax and mail, and the telephone / Number of sales order line items changed by the customer after the initial order placement) * 100.0
Customer Order Management: (13.67h / 13.67i) * 100.0
SUPPLY CHAIN MANAGEMENT (SCM)CUSTOMER ORDER MANAGEMENT (76 MEASURES)SUPPLEMENTAL INFORMATION (37 MEASURES)
102541 Percentage of sales order line items changed after initial order placement through telephone
(Number of sales order line items changed after initial order placement through telephone / Number of sales order line items changed by the customer after the initial order placement) * 100.0
Customer Order Management: (13.058g / 13.058i) * 100.0
102543 Percentage of sales order line items changed after initial order placement through the internet
(Number of sales order line items changed after initial order placement through the internet / Number of sales order line items changed by the customer after the initial order placement) * 100.0
Customer Order Management: (13.67a / 13.67i) * 100.0
102545 Percentage of sales order line items changed after initial order placement through WAP
(Number of sales order line items changed after initial order placement through WAP / Number of sales order line items changed by the customer after the initial order placement) * 100.0
Customer Order Management: (13.058b / 13.058i) * 100.0
104352 Percentage of sales order line items changed by the customer following initial order entry
(Number of sales order line items changed by the customer after the initial order placement / Number of sales order line items) * 100.0
Customer Order Management: (13.0550 / 13.0450) * 100.0
102712 Percentage of sales orders not fulfilled due to lack of production capacity/stockouts
Percentage of sales orders not fulfilled due to lack of production capacity/stockouts
Customer Order Management: 13.5400
102492 Percentage of total returns flow generated due to disposal requirements
Percentage of total returns flow generated due to disposal requirements
Customer Order Management: 13.94h
102496 Percentage of total returns flow generated due to field service/corrective action
Percentage of total returns flow generated due to field service/corrective action
Customer Order Management: 58.0730f
102500 Percentage of total returns flow generated due to marketing returns
Percentage of total returns flow generated due to marketing returns
SUPPLY CHAIN MANAGEMENT (SCM)CUSTOMER ORDER MANAGEMENT (76 MEASURES)SUPPLEMENTAL INFORMATION (37 MEASURES)
102349 Revenue received from internet orders as a percentage of total business entity revenue
(Revenue received from internet orders / Total business entity revenue) * 100.0
Customer Order Management: (13.66a / 13.66i) * 100.0
101926 Revenue received from internet orders, WAP orders, EDI orders, and orders from a direct connection to the system as a percentage of total business entity revenue
((Revenue received from internet orders + Revenue received from WAP orders + Revenue received from EDI orders + Revenue received from orders through a direct connection to the system) / Total business entity revenue) * 100.0
100742 Freight cost to perform the process "operate outbound transportation" per $1,000 revenue
Freight cost to perform the process "operate outbound transportation" /(Total business entity revenue * .001)
Logistics: 191.0250f /(191.0040 * .001)
103509 Total cost to perform the logistics process group "manage logistics and warehousing" per "define logistics strategy", "plan and manage inbound material flow", "operate warehousing", and "operate outbound transportation" process FTE
Total cost to perform the process group "manage logistics and warehousing" /(Number of FTEs who perform the process "operate outbound transportation" + Number of FTEs who perform the process "operate warehousing" + Number of FTEs who perform the process "plan and manage inbound material flow" + Number of FTEs who perform the process "define logistics strategy")
100739 Freight cost to perform the process "operate outbound transportation" as a percentage of the total logistics process group "manage logistics and warehousing" excluding "manage returns; manage reverse logistics" cost
(Freight cost to perform the process "operate outbound transportation" / (Total cost to perform the process "define logistics strategy" + Total cost to perform the process "plan and manage inbound material flow" + Total cost to perform the process "operate warehousing" + Total cost to perform the process "operate outbound transportation")) * 100.0
101470 Other cost to perform the process "define logistics strategy" per $1,000 revenue
Costs other than personnel, systems, overhead, and outsourced to perform the process "define logistics strategy" / (Total business entity revenue * 0.0010)
Logistics: 15.051d / (15.0160 * 0.0010)
101505 Other cost to perform the process "operate outbound transportation" per $1,000 revenue
Costs other than personnel, systems, overhead, outsourced and freight to perform the process "operate outbound transportation" /(Total business entity revenue * .001)
Logistics: 191.0250d /(191.0040 * .001)
101507 Other cost to perform the process "operate warehousing" per $1,000 revenue
Costs other than personnel, systems, overhead, and outsourced to perform the process "operate warehousing" /(Total business entity revenue * .001)
Logistics: 191.0240d /(191.0040 * .001)
101510 Other cost to perform the process "plan and manage inbound material flow" per $1,000 revenue
Costs other than personnel, systems, overhead, and outsourced to perform the process "plan and manage inbound material flow" /(Total business entity revenue * .001)
Logistics: 191.0230d /(191.0040 * .001)
101542 Outsourced cost to perform the process "define logistics strategy" per $1,000 revenue
Outsourced cost to perform the process "define logistics strategy" / (Total business entity revenue * 0.0010)
Logistics: 15.051e / (15.0160 * 0.0010)
101569 Outsourced cost to perform the process "operate outbound transportation" per $1,000 revenue
Outsourced cost to perform the process "operate outbound transportation" /(Total business entity revenue * .001)
103778 Total cost to perform the process "operate outbound transportation" per sales order
Total cost to perform the process "operate outbound transportation" /Number of sales orders fulfilled
Logistics: 191.0250g /191.0400
103780 Total cost to perform the process "operate warehousing" as a percentage of cost of goods sold
(Total cost to perform the process "operate warehousing" /Cost of goods sold (COGS)) * 100
Logistics: (191.0240f /191.0060) * 100
103781 Total cost to perform the process "operate warehousing" per process FTE
Total cost to perform the process "operate warehousing" /Number of FTEs who perform the process "operate warehousing"
Logistics: 191.0240f /191.0220c
103788 Total cost to perform the process "operate warehousing" per sales order
Total cost to perform the process "operate warehousing" /Number of sales orders fulfilled
Logistics: 191.0240f /191.0400
103819 Total cost to perform the process "plan and manage inbound material flow" per process FTE
Total cost to perform the process "plan and manage inbound material flow" /Number of FTEs who perform the process "plan and manage inbound material flow"
Logistics: 191.0230f /191.0220b
103505 Total cost to perform the process group "manage logistics and warehousing" as a percentage of costs of goods sold
(Total cost to perform the process group "manage logistics and warehousing" / Cost of goods sold (COGS)) * 100
Logistics: (191.0190 / 191.0060) * 100
CYCLE TIME (7 MEASURES)100395 Cash-to-cash cycle time in days Cash-to-cash cycle time in days
Logistics: 191.0070
100496 Customer order cycle time in days Cycle time in days from a customer's placing a primary product/service order to the product/service's delivery
Logistics: 191.0410
100677 Dock-to-stock cycle time in hours for supplier deliveries Dock-to-stock cycle time for supplier deliveries in hours
Logistics: 191.0300
103072 Pick-to-ship cycle time in hours for customer orders Pick-to-ship cycle time in hours for customer orders
SUPPLY CHAIN MANAGEMENT (SCM)LOGISTICS (122 MEASURES)CYCLE TIME (7 MEASURES)
103155 Return processing cycle time in days Return processing cycle time in days
Logistics: 191.0310
100520 Customer shipment to delivery cycle time in days Customer shipment to delivery cycle time in hours / 24
Logistics: 191.0440 / 24
100509 Cycle time in hours from receiving a customer's order to completing the order's preparation
Cycle time in hours from receiving a customer's order to completing the order's preparation
Logistics: 191.0420
PROCESS EFFICIENCY (64 MEASURES)100781 Inventory accuracy Inventory accuracy
Logistics: 191.0380
101221 Number of FTEs that perform the logistics process group "manage logistics and warehousing" excluding "manage returns; manage reverse logistics" per $1 billion revenue
(Number of FTEs who perform the process "operate outbound transportation" + Number of FTEs who perform the process "operate warehousing" + Number of FTEs who perform the process "plan and manage inbound material flow" + Number of FTEs who perform the process "define logistics strategy") / (Total business entity revenue * .000000001)
100762 Gross value of on-hand balance for typical parts that have sales or usage between 1 and 100 units as a percentage of total gross typical parts inventory value
(Gross value of on-hand balance for typical products that have sales or usage between 1 and 100 units / Total gross value of on-hand balance for all typical products) * 100.0
Logistics: (15.093b / 15.093e) * 100.0
100759 Gross value of on-hand balance for typical parts that have sales or usage between 101 and 1,000 units as a percentage of total gross typical parts inventory value
Percentage of on-hand balance value for SKUs with sales between 101 and 1000
Logistics: 15.084c
100756 Gross value of on-hand balance for typical parts that have sales or usage of 0 units as a percentage of total gross typical parts inventory value
(Gross value of on-hand balance for typical products that have zero sales or usage / Total gross value of on-hand balance for all typical products) * 100.0
Logistics: (15.093a / 15.093e) * 100.0
100765 Gross value of on-hand balance for typical parts that have sales or usage of more than 1,000 units as a percentage of total gross typical parts inventory value
Percentage of on-hand balance value for SKUs with sales greater than 1000
Logistics: 15.084d
100792 Inventory value per $1,000 total revenue Gross value of inventory /(Total business entity revenue * .001)
Logistics: 191.0350 /(191.0040 * .001)
100648 Number of FTEs that perform the process "define logistics strategy" as a percentage of FTEs that perform the process group "manage logistics and warehousing"
(Number of FTEs who perform the process "define logistics strategy" /(Number of FTEs who perform the process "define logistics strategy" + Number of FTEs who perform the process "plan and manage inbound material flow" + Number of FTEs who perform the process "operate warehousing" + Number of FTEs who perform the process "operate outbound transportation")) *100
103109 Number of SKUs for service/repair parts that have sales between 1 and 100 as a percentage of the total number of SKUs for service/repair parts
(Number of SKUs for service/repair parts that have sales between 1 and 100 / Total number of SKUs for service/repair parts) * 100.0
Logistics: (15.094b / 15.094e) * 100.0
103107 Number of SKUs for service/repair parts that have sales between 101 and 1,000 as a percentage of the total number of SKUs for service/repair parts
Percentage of total parts with sales between 101 and 1000
Logistics: 15.086c
103111 Number of SKUs for service/repair parts that have sales greater than 1,000 as a percentage of the total number of SKUs for service/repair parts
Percentage of total parts with sales greater than 1000
STAFF PRODUCTIVITY (2 MEASURES)100888 Number of annual sales orders filled per "operate
warehousing" FTENumber of sales orders fulfilled /Number of FTEs who perform the process "operate warehousing"
Logistics: 191.0400 /191.0220c
100882 Number of sales order line items filled per "operate warehousing" FTE
Number of sales order line items / Number of FTEs who perform the process "operate warehousing"
Logistics: 54.0720 / 54.0640
SUPPLEMENTAL INFORMATION (10 MEASURES)103081 Approved preferred/core carriers for primary transportation
as a percentage of total carriers used for primary transportation
(Number of approved preferred/core carriers for primary transportation mode / Number of carriers used for primary transportation mode in the last twelve months) * 100.0
Logistics: (15.1240 / 15.1230) * 100.0
100750 Gross value of on-hand balance for service/repair parts that have sales or usage between 1 and 100 units as a percentage of total gross service/repair parts inventory value
(Gross value of on-hand balance for service/repair products that have sales or usage between 1 and 100 units / Total gross value of on-hand balance for all service/repair products) * 100.0
Logistics: (15.095b / 15.095e) * 100.0
100747 Gross value of on-hand balance for service/repair parts that have sales or usage between 101 and 1,000 units as a percentage of total gross service/repair parts inventory value
Percentage of on-hand balance value for parts with sales between 101 and 1000
SUPPLY CHAIN MANAGEMENT (SCM)LOGISTICS (122 MEASURES)SUPPLEMENTAL INFORMATION (10 MEASURES)
100744 Gross value of on-hand balance for service/repair parts that have sales or usage of 0 units as a percentage of total gross service/repair parts inventory value
(Gross value of on-hand balance for service/repair products that have zero sales or usage / Total gross value of on-hand balance for all service/repair products) * 100.0
Logistics: (15.095a / 15.095e) * 100.0
100753 Gross value of on-hand balance for service/repair parts that have sales or usage of more than 1,000 units as a percentage of total gross service/repair parts inventory value
Percentage of on-hand balance value for parts with sales greater than 1000
Logistics: 15.088d
101437 Number of FTEs that perform the process "operate outbound transportation" as a percentage of FTEs that perform the process group "manage logistics and warehousing"
(Number of FTEs who perform the process "operate outbound transportation" /(Number of FTEs who perform the process "define logistics strategy" + Number of FTEs who perform the process "plan and manage inbound material flow" + Number of FTEs who perform the process "operate warehousing" + Number of FTEs who perform the process "operate outbound transportation")) *100
101439 Number of FTEs that perform the process "operate warehousing" as a percentage of FTEs that perform the process group "manage logistics and warehousing"
(Number of FTEs who perform the process "operate warehousing" /(Number of FTEs who perform the process "define logistics strategy" + Number of FTEs who perform the process "plan and manage inbound material flow" + Number of FTEs who perform the process "operate warehousing" + Number of FTEs who perform the process "operate outbound transportation")) *100
103075 Number of FTEs that perform the process "plan and manage inbound material flow" as a percentage of FTEs that perform the process group "manage logistics and warehousing"
(Number of FTEs who perform the process "plan and manage inbound material flow" /(Number of FTEs who perform the process "define logistics strategy" + Number of FTEs who perform the process "plan and manage inbound material flow" + Number of FTEs who perform the process "operate warehousing" + Number of FTEs who perform the process "operate outbound transportation")) *100
100851 Manufacturing controllable cost as a percentage of revenue (Manufacturing controllable costs / Total business entity revenue) * 100.0
Manufacturing: (9.7300 / 9.1500) * 100.0
103169 Scrap and rework costs as a percentage of sales Scrap and rework costs as a percentage of sales
Manufacturing: 189.0290
104010 Total cost to manufacture per $1,000 revenue Total cost to manufacture / (Total business entity revenue * .001)
Manufacturing: 189.0190 / (189.0040 * .001)
100694 Engineering change order (ECO) costs as a percentage of the total new product development cost
Engineering change-order costs as a percentage of total new product development costs
Manufacturing: 55.0540
100820 Labor costs as a percentage of cost of goods sold Labor cost as a percentage of cost of goods sold
Manufacturing: 189.0070a
100860 Material costs as a percentage of cost of goods sold Material cost as a percentage of cost of goods sold
Manufacturing: 189.0070c
101735 Overhead costs as a percentage of cost of goods sold Overhead cost as a percentage of cost of goods sold
Manufacturing: 189.0070b
CYCLE TIME (4 MEASURES)100854 Primary product manufacturing cycle time in hours Primary product manufacturing cycle time in
hours
Manufacturing: 189.0230
100697 Engineering change order (ECO) cycle time Engineering change-order cycle time in days
Manufacturing: 189.0240
100690 Maximum elapsed time it takes to engineer, select, and negotiate with suppliers and order materials for customized configuration of non-standard items (capability model engineer-to-order only)
Maximum elapsed time it takes to engineer, select, and negotiate with suppliers and order materials for customized configuration of non-standard items (capability model engineer-to-order only)
Manufacturing: 55.0165
103189 Primary product standard customer lead time in days Primary product standard customer lead time in days
104002 Total cost to perform the procurement process group per process group FTE
Total cost to perform the process group "procure materials and services" / (Number of FTEs who perform the process "develop sourcing strategies" + Number of FTEs who perform the process group "select suppliers and develop/maintain contracts" + Number of FTEs who perform the process group "order materials and services"+ Number of FTEs who perform the process "appraise and develop suppliers")
104004 Total cost to perform the procurement process group per purchase order
Total cost to perform the process group "procure materials and services" / Number of purchase orders placed
Procurement: 192.0650 / 192.0350
104481 Other cost of the process "appraise and develop suppliers" per $1,000 revenue
Overhead cost to perform the process "appraise and develop suppliers"/(Total business entity revenue*0.0010)
Procurement: 8.084c/(8.0110*0.0010)
104472 Other cost of the process "develop sourcing strategies" per $1,000 revenue
Costs other than personnel, systems, overhead, and outsourced to perform the process "develop sourcing strategies"/(Total business entity revenue*0.0010)
Procurement: 8.030d/(8.0110*0.0010)
104475 Other cost of the process "order materials and services" per $1,000 revenue
Costs other than personnel, systems, overhead, and outsourced to perform the process "order materials and services"/(Total business entity revenue*0.0010)
Procurement: 192.0660d/(192.0040*0.0010)
104478 Other cost of the process "select suppliers and develop/maintain contracts" per $1,000 revenue
Costs other than personnel, systems, overhead, and outsourced to perform the process "select suppliers and develop/maintain contracts"/(Total business entity revenue*0.0010)
Procurement: 8.052d/(8.0110*0.0010)
105159 Other cost to perform the process "order materials and services" per $1,000 purchases
Costs other than personnel, systems, overhead, and outsourced to perform the process "order materials and services" / (Value of all materials and services purchased * .001)
104482 Outsourced cost of the process "appraise and develop suppliers" per $1,000 revenue
Costs other than personnel, systems, overhead, and outsourced to perform the process "appraise and develop suppliers"/(Total business entity revenue*0.0010)
Procurement: 8.084d/(8.0110*0.0010)
104473 Outsourced cost of the process "develop sourcing strategies" per $1,000 revenue
Outsourced cost to perform the process "develop sourcing strategies"/(Total business entity revenue*0.0010)
Procurement: 8.030e/(8.0110*0.0010)
104476 Outsourced cost of the process "order materials and services" per $1,000 revenue
Outsourced cost to perform the process "order materials and services"/(Total business entity revenue*0.0010)
Procurement: 192.0660e/(192.0040*0.0010)
104479 Outsourced cost of the process "select suppliers and develop/maintain contracts" per $1,000 revenue
Outsourced cost to perform the process "select suppliers and develop/maintain contracts"/(Total business entity revenue*0.0010)
Procurement: 8.052e/(8.0110*0.0010)
105160 Outsourcing cost to perform the process "order materials and services" per $1,000 purchases
Outsourced cost to perform the process "order materials and services" / (Value of all materials and services purchased * .001)
Procurement: 192.0660e / (192.0300 * .001)
104480 Overhead cost of the process "appraise and develop suppliers" per $1,000 revenue
Systems cost to perform the process "appraise and develop suppliers"/(Total business entity revenue*0.0010)
Procurement: 8.084b/(8.0110*0.0010)
104471 Overhead cost of the process "develop sourcing strategies" per $1,000 revenue
Overhead cost to perform the process "develop sourcing strategies"/(Total business entity revenue*0.0010)
Procurement: 8.030c/(8.0110*0.0010)
104474 Overhead cost of the process "order materials and services" per $1,000 revenue
Overhead cost to perform the process "order materials and services"/(Total business entity revenue*0.0010)
Procurement: 192.0660c/(192.0040*0.0010)
104477 Overhead cost of the process "select suppliers and develop/maintain contracts" per $1,000 revenue
Overhead cost to perform the process "select suppliers and develop/maintain contracts"/(Total business entity revenue*0.0010)
103387 Systems cost of the procurement process group as a percentage of total cost of the process group
((Systems cost to perform the process "develop sourcing strategies" + Systems cost to perform the process "select suppliers and develop/maintain contracts" + Systems cost to perform the process "order materials and services" + Systems cost to perform the process "appraise and develop suppliers") / (Total cost to perform the process "develop sourcing strategies" + Total cost to perform the process "select suppliers and develop/maintain contracts" + Total cost to perform the process group "order materials and services" + Total cost to perform the process "appraise and develop suppliers")) * 100.0
103353 Systems cost to perform the process "select suppliers and develop/maintain contracts" per $100,000 purchases
Systems cost to perform the process "select suppliers and develop/maintain contracts" / (Value of all materials and services purchased * 0.000010)
Procurement: 8.052b / (8.0320 * 0.000010)
103358 Systems cost to perform the process "select suppliers and develop/maintain contracts" per $100,000 revenue
Systems cost to perform the process "select suppliers and develop/maintain contracts" / (Total business entity revenue * 0.000010)
Procurement: 57.0400b / (57.0050 * 0.000010)
103797 Total cost to perform the process "order materials and services" per purchase order
Total cost to perform the process group "order materials and services" / Number of purchase orders placed
Procurement: 192.0660f / 192.0350
103799 Total cost to perform the process "order materials and services" per purchase order line item
Total cost to perform the process group "order materials and services" / Number of purchase order line items processed
Procurement: 192.0660f / 192.0360
103993 Total cost to perform the procurement process group as a percentage of cost of goods sold (COGS)
Total cost to perform the process group "procure materials and services" /Cost of goods sold (COGS) * 100
Procurement: 192.0650 /192.0060 * 100
104005 Total cost to perform the procurement process group per purchase order line item
Total cost to perform the process group "procure materials and services" / Number of purchase order line items processed
Procurement: 192.0650 / 192.0360
CYCLE TIME (4 MEASURES)100322 Average supplier lead time on purchased materials Average supplier lead time on purchased
materials
Procurement: 192.0540
100639 Cycle time in hours to place a purchase order Cycle time in hours from the receipt of a purchase requisition line item to the purchase order's transmission to the vendor/contractor
SUPPLY CHAIN MANAGEMENT (SCM)PROCUREMENT (116 MEASURES)CYCLE TIME (4 MEASURES)
103094 Procure to pay cycle time in days Time in days required to pay suppliers from purchase order placement until payment complete
Procurement: 192.0590
PROCESS EFFICIENCY (31 MEASURES)101214 Number of FTEs for the procurement process group per $1
billion purchases(Number of FTEs who perform the process "develop sourcing strategies" + Number of FTEs who perform the process group "select suppliers and develop/maintain contracts" + Number of FTEs who perform the process group "order materials and services" + Number of FTEs who perform the process "appraise and develop suppliers") / (Value of all materials and services purchased* .000000001)
100985 Number of FTEs that perform the process "appraise and develop suppliers" per $1 billion purchases
Number of FTEs who perform the process "appraise and develop suppliers" / (Value of all materials and services purchased * .000000001)
Procurement: 192.0290 / (192.0300 * .000000001)
101008 Number of FTEs that perform the process "develop sourcing strategies" per $1 billion purchases
Number of FTEs who perform the process "develop sourcing strategies" / (Value of all materials and services purchased * .000000001)
Procurement: 192.0260 / (192.0300 * .000000001)
101138 Number of FTEs that perform the process "select suppliers and develop/maintain contracts" per $1 billion purchases
Number of FTEs who perform the process group "select suppliers and develop/maintain contracts" / (Value of all materials and services purchased * .000000001)
Procurement: 192.0270 / (192.0300 * .000000001)
102426 Percentage of purchase orders approved electronically Percentage of purchase orders approved electronically
100102 "Appraise and develop suppliers" FTEs as a percentage of procurement FTEs
(Number of FTEs who perform the process "appraise and develop suppliers" / (Number of FTEs who perform the process "develop sourcing strategies" + Number of FTEs who perform the process group "select suppliers and develop/maintain contracts" + Number of FTEs who perform the process group "order materials and services" + Number of FTEs who perform the process "appraise and develop suppliers")) *100
100666 "Develop sourcing strategies" FTEs as a percentage of procurement FTEs
(Number of FTEs who perform the process "develop sourcing strategies" / (Number of FTEs who perform the process "develop sourcing strategies" + Number of FTEs who perform the process group "select suppliers and develop/maintain contracts" + Number of FTEs who perform the process group "order materials and services" + Number of FTEs who perform the process "appraise and develop suppliers")) *100
101455 "Order materials/services" FTEs as a percentage of procurement FTEs
(Number of FTEs who perform the process group "order materials and services" / (Number of FTEs who perform the process "develop sourcing strategies" + Number of FTEs who perform the process group "select suppliers and develop/maintain contracts" + Number of FTEs who perform the process group "order materials and services" + Number of FTEs who perform the process "appraise and develop suppliers")) *100
103171 "Select suppliers and develop/maintain contracts" FTEs as a percentage of procurement FTEs
(Number of FTEs who perform the process group "select suppliers and develop/maintain contracts" / (Number of FTEs who perform the process "develop sourcing strategies" + Number of FTEs who perform the process group "select suppliers and develop/maintain contracts" + Number of FTEs who perform the process group "order materials and services" + Number of FTEs who perform the process "appraise and develop suppliers")) *100
104251 Number of FTEs that perform the procurement process group per $1 billion revenue
(Number of FTEs who perform the process "develop sourcing strategies" + Number of FTEs who perform the process group "select suppliers and develop/maintain contracts" + Number of FTEs who perform the process group "order materials and services" + Number of FTEs who perform the process "appraise and develop suppliers") / (Total business entity revenue * .000000001)
102415 Percentage of purchase order line items received complete Percentage of purchase order line items received with all items complete
Procurement: 57.0660
102419 Percentage of purchase order line items received damage free
(Purchase order line items received damage free / Number of purchase order line items processed) * 100.0
Procurement: (8.080 / 8.0780) * 100.0
102422 Percentage of purchase order line items transacted using e-procurement enabled catalogue suppliers
Percentage of purchase order line items transacted using e-procurement enabled catalogue suppliers
Procurement: 192.0670
102428 Percentage of purchase orders received complete Percentage of purchase orders received with all items complete
Procurement: 192.0570
102430 Percentage of purchase orders received damage free (Number of purchase orders received with all items damage free / Number of purchase orders placed) * 100
Procurement: (192.0580 / 192.0350) * 100
101861 Percentage of purchase value from certified vendors Percentage of purchase value from certified vendors
Procurement: 192.0430
102452 Percentage of purchase value transacted via a private electronic marketplace
Percentage of purchases by currency volume transacted electronically via private online trade exchange
Procurement: 8.092a
102454 Percentage of purchase value transacted via a public electronic marketplace
Percentage of purchases by currency volume transacted electronically via public online trade exchange
102450 Percentage of purchase value transacted via an electronic marketplace
(Percentage of purchases by currency volume transacted electronically via private online trade exchange + Percentage of purchases by currency volume transacted electronically via public online trade exchange)
Procurement: (8.107a + 8.107b)
102648 Percentage of supplier orders received by original request date (on time)
Percentage of supplier orders delivered by original request date
Procurement: 192.0550
102703 Percentage of total number of goods receipts received without item and quantity verification
(Number of goods receipts received without item and quantity verification / Number of parts and materials receipts received) * 100
Procurement: (192.0690 / 192.0370) * 100
102705 Percentage of total number of items purchased and received failing inspection (incoming material quality)
(Items received that fail inspection / Number of items received) * 100.0
Procurement: (8.0730 / 8.0720) * 100.0
102822 Percentage of total purchases procured via maverick buying Percentage of total purchase value procured via maverick buying
Procurement: 192.0450
101768 Percentage of total value of goods and services purchased from top ten suppliers
Percentage of the total value of goods and services purchased from your top 10 suppliers
Procurement: 8.1060
103199 Strategic suppliers as a percentage of all active suppliers (Number of active suppliers considered strategic suppliers / Number of active unique suppliers in vendor master file) * 100
Procurement: (192.0410 / 192.0400) * 100
100385 Transaction amount per purchase order Average transaction amount per purchase order
Procurement: 192.0330
STAFF PRODUCTIVITY (4 MEASURES)101391 Number of purchase order line items processed per "order
materials and services" FTENumber of purchase order line items processed / Number of FTEs who perform the process group "order materials and services"
104129 Number of purchase orders processed per procurement process group FTE
Number of purchase orders placed / (Number of FTEs who perform the process "develop sourcing strategies" + Number of FTEs who perform the process group "select suppliers and develop/maintain contracts" + Number of FTEs who perform the process group "order materials and services"+ Number of FTEs who perform the process "appraise and develop suppliers")
104117 Number of active suppliers in vendor master file per procurement process group FTE
Number of active unique suppliers in vendor master file / (Number of FTEs who perform the process "develop sourcing strategies" + Number of FTEs who perform the process group "select suppliers and develop/maintain contracts" + Number of FTEs who perform the process group "order materials and services"+ Number of FTEs who perform the process "appraise and develop suppliers")
104139 Total purchase value (spend, in thousands of dollars) per procurement process group FTE
(Value of all materials and services purchased /(Number of FTEs who perform the process "develop sourcing strategies" + Number of FTEs who perform the process group "select suppliers and develop/maintain contracts" + Number of FTEs who perform the process group "order materials and services" + Number of FTEs who perform the process "appraise and develop suppliers")) * .001
SUPPLY CHAIN MANAGEMENT (SCM)PROCUREMENT (116 MEASURES)SUPPLEMENTAL INFORMATION (30 MEASURES)
102404 Percentage of procurement process group staff with formal training in negotiations
Percentage of procurement department staff with formal training in negotiations
Procurement: 192.0640c
102405 Percentage of procurement process group staff with over three years of purchasing operations experience
Percentage of procurement department staff with over three years of purchasing operations experience
Procurement: 192.0640b
102406 Percentage of procurement process group staff with over three years of strategic sourcing/commodity management experience
Percentage of procurement department staff with over three years of strategic sourcing/commodity management experience
Procurement: 192.0640a
102424 Percentage of purchase order line items transacted via a portal
Percentage of purchase order line items transacted via portal
Procurement: 8.0850
102432 Percentage of purchase requisition line items allocated among the following request method: electronic request direct to internal purchasing department
(Number of purchase requisition line items by electronic request direct to internal purchasing department / Number of purchase requisition line items processed) * 100.0
Procurement: (8.063b / 8.0620) * 100.0
102447 Percentage of purchase requisition line items allocated among the following request method: electronic request direct to vendor
(Number of purchase requisition line items by electronic request direct to vendor / Number of purchase requisition line items processed) * 100.0
Procurement: (8.068c / 8.0660) * 100.0
102435 Percentage of purchase requisition line items allocated among the following request method: other
(Number of purchase requisition line items by other request methods / Number of purchase requisition line items processed) * 100.0
Procurement: (8.068f / 8.0660) * 100.0
102438 Percentage of purchase requisition line items allocated among the following request method: paper
(Number of purchase requisition line items by paper request / Number of purchase requisition line items processed) * 100.0
Procurement: (8.068a / 8.0660) * 100.0
102441 Percentage of purchase requisition line items allocated among the following request method: telephone request direct to internal purchasing department
(Number of purchase requisition line items by telephone request direct to internal purchasing department / Number of purchase requisition line items processed) * 100.0
SUPPLY CHAIN MANAGEMENT (SCM)PROCUREMENT (116 MEASURES)SUPPLEMENTAL INFORMATION (30 MEASURES)
102444 Percentage of purchase requisition line items allocated among the following request method: telephone request direct to vendor
(Number of purchase requisition line items by telephone request direct to vendor / Number of purchase requisition line items processed) * 100.0
Procurement: (8.068e / 8.0660) * 100.0
102665 Percentage of the total value of purchases allocated among the following purchase arrangement type: blanket/contract orders
(Value of purchases placed by blanket/contract orders / Value of all materials and services purchased) * 100.0
Procurement: (8.072b / 8.0320) * 100.0
102663 Percentage of the total value of purchases allocated among the following purchase arrangement type: individual purchase orders
(Value of purchases placed by individual purchase orders / Value of all materials and services purchased) * 100.0
Procurement: (57.0640a / 57.0640f) * 100.0
102659 Percentage of the total value of purchases allocated among the following purchase arrangement type: procurement cards
(Value of purchases placed by procurement cards / Value of all materials and services purchased) * 100.0
Procurement: (8.072c / 8.0320) * 100.0
102669 Percentage of the total value of purchases allocated among the following submission method: other
(Value of purchase order line items submitted by other methods / Value of all materials and services purchased) * 100.0
Procurement: (57.0630g / 57.0630h) * 100.0
102671 Percentage of the total value of purchases placed by non-traditional submission methods (without a buyer or purchasing agent being involved to process the transaction)
((Value of purchase order line items submitted by internet + Value of purchase order line items submitted by WAP + Value of purchase order line items submitted by EDI) / Value of all materials and services purchased) * 100.0
SUPPLY CHAIN MANAGEMENT (SCM)PRODUCT DEVELOPMENT (63 MEASURES)COST EFFECTIVENESS (34 MEASURES)
100253 Average project cost from the start of the design and develop products/services process through the support product manufacturing or service delivery process for existing product/service extension projects
Average project cost from the start of the design and develop products/services process through the support product manufacturing or service delivery process for existing product/service extension projects
Product Development: 16.036b
100256 Average project cost from the start of the design and develop products/services process through the support product manufacturing or service delivery process for existing product/service extension projects per $1,000 revenue
Average project cost from the start of the design and develop products/services process through the support product manufacturing or service delivery process for existing product/service extension projects / (Total business entity revenue * 0.0010)
Product Development: 16.41b / (16.1500 * 0.0010)
100262 Average project cost from the start of the design and develop products/services process through the support product manufacturing or service delivery process for existing product/service improvement projects per $1,000 revenue
Average project cost from the start of the design and develop products/services process through the support product manufacturing or service delivery process for existing product/service improvement projects / (Total business entity revenue * 0.0010)
Product Development: 16.036a / (16.0110 * 0.0010)
100267 Average project cost from the start of the design and develop products/services process through the support product manufacturing or service delivery process for new product/service development projects per $1,000 revenue
Average project cost from the start of the design and develop products/services process through the support product manufacturing or service delivery process for new product/service development projects / (Total business entity revenue * 0.0010)
Product Development: 16.41c / (16.1500 * 0.0010)
100425 Cost of existing product/service extension opportunities per $1,000 revenue
Cost of new product/service opportunities from existing product/service extensions / (Total business entity revenue * 0.0010)
Product Development: 16.53b / (16.1500 * 0.0010)
100427 Cost of existing product/service extension opportunities per product/service extensions opportunity
Cost of new product/service opportunities from existing product/service extensions / Number of product/service opportunities that are existing product/service extensions
SUPPLY CHAIN MANAGEMENT (SCM)PRODUCT DEVELOPMENT (63 MEASURES)COST EFFECTIVENESS (34 MEASURES)
100429 Cost of existing product/service improvement opportunities per $1,000 revenue
Cost of new product/service opportunities from existing product/service improvements / (Total business entity revenue * 0.0010)
Product Development: 16.53a / (16.1500 * 0.0010)
100431 Cost of existing product/service improvement opportunities per product/service improvement opportunity
Cost of new product/service opportunities from existing product/service improvements / Number of product/service opportunities that are existing product/service improvements
Product Development: 16.53a / 16.52a
100447 Cost of new product/service development opportunities per $1,000 revenue
Cost of new product/service opportunities from new product/service developments / (Total business entity revenue * 0.0010)
Product Development: 16.53c / (16.1500 * 0.0010)
100449 Cost of new product/service development opportunities per new product/service opportunity
Cost of new product/service opportunities from new product/service developments / Number of product/service opportunities that are new product/service developments
Product Development: 16.53c / 16.52c
101478 Other cost to design and develop products/services per project that enters the test market products/services phase
Costs other than personnel, systems, overhead, and outsourced to design and develop products/services / Number of projects that enter the test market products/services phase
Product Development: 16.62d / 16.6800
101491 Other cost to generate new product/service ideas per new product/service opportunity
Costs other than personnel, systems, overhead, and outsourced to generate new product/service ideas / Total number of product/service opportunities
Product Development: 16.49d / 16.0460
101517 Other cost to support product manufacturing or service delivery per project that exits or completes the test market products/services phase
Costs other than personnel, systems, overhead, and outsourced to support product manufacturing or service delivery / Number of projects that exit or complete the test market products/services phase
SUPPLY CHAIN MANAGEMENT (SCM)PRODUCT DEVELOPMENT (63 MEASURES)COST EFFECTIVENESS (34 MEASURES)
101521 Other cost to test market products/services per project that exits or completes the test market products/services phase
Costs other than personnel, systems, overhead, and outsourced to test market products/services / Number of projects that exit or complete the test market products/services phase
Product Development: 16.068d / 16.0635
101547 Outsourced cost to design and develop products/services per project that enters the test market products/services phase
Outsourced cost to design and develop products/services / Number of projects that enter the test market products/services phase
Product Development: 16.62e / 16.6800
101558 Outsourced cost to generate new product/service ideas per new product/service opportunity
Outsourced cost to generate new product/service ideas / Total number of product/service opportunities
Product Development: 16.044e / 16.0460
101589 Outsourced cost to support product manufacturing or service delivery per project that exits or completes the test market products/services phase
Outsourced cost to support product manufacturing or service delivery / Number of projects that exit or complete the test market products/services phase
Product Development: 16.85e / 16.6900
101591 Outsourced cost to test market products/services per project that exits or completes the test market products/services phase
Outsourced cost to test market products/services / Number of projects that exit or complete the test market products/services phase
Product Development: 16.75e / 16.6900
101681 Overhead cost to design and develop products/services per projects that enters the test market products/services phase
Overhead cost to design and develop products/services / Number of projects that enter the test market products/services phase
Product Development: 16.62c / 16.6800
101694 Overhead cost to generate new product/service ideas per new product/service opportunity
Overhead cost to generate new product/service ideas / Total number of product/service opportunities
Product Development: 16.49c / 16.0460
101720 Overhead cost to support product manufacturing or service delivery per project that exits or completes the test market products/services phase
Overhead cost to support product manufacturing or service delivery / Number of projects that exit or complete the test market products/services phase
SUPPLY CHAIN MANAGEMENT (SCM)PRODUCT DEVELOPMENT (63 MEASURES)COST EFFECTIVENESS (34 MEASURES)
103617 Total cost to design and develop products/services per project that enters the test market products/services phase
Total cost to design and develop products/services / Number of projects that enter the test market products/services phase
Product Development: 16.62f / 16.6800
103512 Total cost to develop and manage products and services per project that exits or completes the test market products/services phase
(Total cost to generate new product/service ideas + Total cost to design and develop products/services + Total cost to test market products/services + Total cost to support product manufacturing or service delivery) / Number of projects that exit or complete the test market products/services phase
103924 Total cost to support product manufacturing or service delivery per project that exits or completes the test market products/services phase
Total cost to support product manufacturing or service delivery / Number of projects that exit or complete the test market products/services phase
Product Development: 16.85f / 16.6900
103929 Total cost to test market products/services per project that exits or completes the test market products/services phase
Total cost to test market products/services / Number of projects that exit or complete the test market products/services phase
Product Development: 16.068f / 16.0635
CYCLE TIME (4 MEASURES)100193 Average design cycle time in days for all products Average design cycle time in days for all
products
Product Development: 16.0640
103464 Average time-to-market in days for existing product/service extension projects
Average time-to-market in days from the start of the design and develop products/services process until the existing product/service extension project is ready for sale
Product Development: 16.39b
103468 Average time-to-profitability in months for existing product/service extension projects
Average time-to-profitability in months for existing product/service extension projects
Product Development: 16.42b
100656 Cycle time in days from the start of the design and develop products/services process through the completion of the test market for products/services for existing product/service extension projects
Cycle time in days from the start of the design and develop products/services process through the completion of the test market for products/services for existing product/service extension projects
SUPPLY CHAIN MANAGEMENT (SCM)PRODUCT DEVELOPMENT (63 MEASURES)PROCESS EFFICIENCY (22 MEASURES)
101982 Percentage of existing product/service extension projects launched on time
Percentage of existing product/service extension projects launched on time
Product Development: 16.40b
103119 Ratio of projects that enter the design and develop products/services phase to projects that enter the test market products/services phase
Number of projects that enter the design and develop products/services phase / Number of projects that enter the test market products/services phase
Product Development: 16.6700 / 16.6800
103120 Ratio of projects that enter the test market products/services phase to projects that exit or complete the test market products/services phase
Number of projects that enter the test market products/services phase / Number of projects that exit or complete the test market products/services phase
Product Development: 16.6800 / 16.6900
STAFF PRODUCTIVITY (3 MEASURES)101378 Number of product/service extensions generated per
generate new product/service ideas FTENumber of product/service opportunities that are existing product/service extensions / Number of FTEs who generate new product/service ideas
Product Development: 16.047b / 16.0430
101384 Number of product/service improvements generated per generate new product/service ideas FTE
Number of product/service opportunities that are existing product/service improvements / Number of FTEs who generate new product/service ideas
Product Development: 16.52a / 16.4800
101350 Number of new product/service development concepts per generate new product/service ideas FTE
Number of product/service opportunities that are new product/service developments / Number of FTEs who generate new product/service ideas
103506 Total cost to perform the process group "manage logistics and warehousing" per $1,000 revenue
(Total cost of the supply chain function * Percentage of the total cost of the supply chain function allocated to the process group "Manage logistics and warehousing" * .01) / (Total business entity revenue * .001)
104194 Value of forecast accuracy as a percentage of value shipped Value of forecast accuracy as a percentage of value shipped
Supply Chain Planning: 1.0330
STAFF PRODUCTIVITY (2 MEASURES)101218 Number of FTEs for the process group "Plan for and align
supply chain resources" per $1 billion revenueNumber of FTEs who perform the process group "plan for and acquire necessary resources (supply chain planning)" / (Total business entity revenue * .000000001)
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