ABOUT APQC's OPEN STANDARDS BENCHMARKING MEASURE LIST The APQC Open Standards Benchmarking measure list concisely lists all of the measures currently available for a specific survey. These measures are organized by research area (A), the survey name (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 question numbers specific to this survey (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. Page 1
ID # NAME FORMULA KPI KNOWLEDGE MANAGEMENT COST EFFECTIVENESS (12 MEASURES) 106104 Total cost, excluding overhead cost, for the business entity's knowledge management program per management program, initiative, or service / (Total business entity revenue * 106337 Total cost, excluding overhead cost, for the business entity's knowledge management program per business entity employee 106110 Costs for KM meetings, events, marketing, and training per $1,000 revenue 294.0360 / (294.0070 * management program, initiative, or service / Number of business entity employees 294.0360 / 294.0080 Costs for KM program meetings, events, marketing, and training / (Total business entity revenue * 106108 External/outsourcing costs directly associated with leading, managing, and supporting the KM program, initiative, or service per 294.0450 / (294.0070 * External/outsourcing costs directly associated with KM program / (Total business entity revenue * 106113 Funding for KM program, initiative, or service from allocations from business units, functions, or groups leveraging KM services per 106112 Funding for KM program, initiative, or service from central/enterprise funding source per 106114 Funding for KM program, initiative, or service from sources other than central/enterprise funding source or allocations from business units, functions, or groups leveraging KM services per $1,000 revenue 294.0430 / (294.0070 * (Percentage of total funding for KM program, initiative, or service from allocations from business units, functions, or groups leveraging KM services * management program, initiative, or service *.01) / (Total business entity revenue * (294.0380 * 294.0360 *.01) / (294.0070 * (Percentage of total funding for KM program, initiative, or service from central/enterprise funding source * Total cost, excluding overhead cost, for knowledge management program, initiative, or service *.01) / (Total business entity revenue * (294.0370 * 294.0360 *.01) / (294.0070 * (Percentage of total funding for KM program, initiative, or service from sources other than central/enterprise funding source or allocations from business units, functions, or groups leveraging KM services * Total cost, excluding overhead cost, for knowledge management program, initiative, or service *.01) / (Total business entity revenue * (294.0390 * 294.0360 *.01) / (294.0070 * Page 2
COST EFFECTIVENESS (12 MEASURES) 106111 KM costs other than personnel for staff and contractor personnel, outsourcing, systems, meetings, events, marketing, and training per 106107 Personnel (contractor) costs directly associated with leading, managing, and supporting the KM program, initiative, or service per KM program costs other than personnel for staff and contractor, outsourcing, systems, meetings, events, marketing, and training / (Total business entity revenue * 294.0460 / (294.0070 * Personnel (contractor) costs directly associated with KM program / (Total business entity revenue * 106106 Personnel (staff) costs directly associated with leading, managing, and supporting the KM program, initiative, or service per $1,000 revenue 106109 Systems costs for KM applications, platforms, and related technology per 106092 Total cost, excluding overhead cost, for the business entity's knowledge management program per FTE that directly supports it PROCESS EFFICIENCY (8 MEASURES) 106116 Estimated business value generated by KM program, initiative, or service per 106335 Estimated business value generated by KM program, initiative, or service per FTE that directly supports the business entity's knowledge management program 106115 Number of business entity employees that participate in approaches and activities included in KM program, initiative, or service per $1 billion revenue 106105 Number of FTEs that directly support business entity's knowledge management program per $1 billion revenue 294.0420 / (294.0070 * Personnel (staff) costs directly associated with KM program / (Total business entity revenue * 294.0410 / (294.0070 * Systems costs for KM program applications, platforms, and related technology / (Total business entity revenue * 294.0440 / (294.0070 * management program, initiative, or service / Number of FTEs that directly support the knowledge management program, initiative, or service 294.0360 / 294.0160 Estimated business value generated by KM program, initiative, or service / (Total business entity revenue * 294.0550 / (294.0070 * Estimated business value generated by KM program, initiative, or service / Number of FTEs that directly support the knowledge management program, initiative, or service 294.0550 / 294.0160 Number of employees that participate in approaches and activities included in KM program, initiative, or service / (Total business entity revenue * 0.000000001) 294.0470 / (294.0070 * 0.000000001) Number of FTEs that directly support the knowledge management program, initiative, or service / (Total business entity revenue * 0.000000001) 294.0160 / (294.0070 * 0.000000001) Page 3
PROCESS EFFICIENCY (8 MEASURES) 106102 Percentage of business entity employees that participate in approaches and activities included in KM program, initiative, or service (Number of employees that participate in approaches and activities included in KM program, initiative, or service / Number of business entity employees) * 100 106103 Ratio of estimated business value generated by KM program, initiative, or service to cost for knowledge management program, initiative, or service 106086 Percentage of KM applications, platforms, or technologies hosted in the cloud 106087 Percentage of KM applications, platforms, or technologies hosted on-premises STAFF PRODUCTIVITY (2 MEASURES) 106336 Number of business entity employees per FTE that directly supports the business entity's knowledge management program 106117 Percentage of business entity FTEs that directly support business entity's knowledge management program SUPPLEMENTAL INFORMATION (13 MEASURES) 106091 platforms, or technologies from another source or group 106090 platforms, or technologies from one or more business units/functions whose employees are end-users of the application/platform 106089 platforms, or technologies from the IT group/function (294.0470 / 294.0080) * 100 (Estimated business value generated by KM program, initiative, or service / Total cost, excluding overhead cost, for knowledge management program, initiative, or (294.0550 / 294.0360) * 100 Percentage of KM applications, platforms, or technologies hosted in the cloud 294.0290 Percentage of KM applications, platforms, or technologies hosted on-premises 294.0300 Number of business entity employees / Number of FTEs that directly support the knowledge management program, initiative, or service 294.0080 / 294.0160 (Number of FTEs that directly support the knowledge management program, initiative, or service / Number of business entity FTEs) * 100 (294.0160 / 294.0090) * 100 platforms, or technologies from another source or group 294.0340 platforms, or technologies from one or more business units/functions whose employees are endusers of the application/platform 294.0330 platforms, or technologies from the IT group/function 294.0320 Page 4
SUPPLEMENTAL INFORMATION (13 MEASURES) 106088 platforms, or technologies from the KM program, initiative, or service platforms, or technologies from the KM program, initiative, or service 106098 Percentage of total cost for knowledge management program, initiative, or service allocated to external/outsourcing costs directly associated with KM 106100 Percentage of total cost for knowledge management program, initiative, or service allocated to KM meetings, events, marketing, and training 106101 Percentage of total cost for knowledge management program, initiative, or service allocated to other KM costs 106097 Percentage of total cost for knowledge management program, initiative, or service allocated to personnel (contractor) costs directly associated with KM 106096 Percentage of total cost for knowledge management program, initiative, or service allocated to personnel (staff) costs directly associated with KM 106099 Percentage of total cost for knowledge management program, initiative, or service allocated to systems costs for KM applications, platforms, and related technology 294.0310 (External/outsourcing costs directly associated with KM program / Total cost, excluding overhead cost, for knowledge management program, initiative, or (294.0430 / 294.0360) * 100 (Costs for KM program meetings, events, marketing, and training / Total cost, excluding overhead cost, for knowledge management program, initiative, or (294.0450 / 294.0360) * 100 (KM program costs other than personnel for staff and contractor, outsourcing, systems, meetings, events, marketing, and training / Total cost, excluding overhead cost, for knowledge management program, initiative, or (294.0460 / 294.0360) * 100 (Personnel (contractor) costs directly associated with KM program / Total cost, excluding overhead cost, for knowledge management program, initiative, or (294.0420 / 294.0360) * 100 (Personnel (staff) costs directly associated with KM program / Total cost, excluding overhead cost, for knowledge management program, initiative, or (294.0410 / 294.0360) * 100 (Systems costs for KM program applications, platforms, and related technology / Total cost, excluding overhead cost, for knowledge management program, initiative, or (294.0440 / 294.0360) * 100 106094 Percentage of total funding for KM program, initiative, or service Percentage of total funding for KM program, from allocations from business units, functions, or groups leveraging initiative, or service from allocations from business KM services units, functions, or groups leveraging KM services 294.0380 Page 5
SUPPLEMENTAL INFORMATION (13 MEASURES) 106093 Percentage of total funding for KM program, initiative, or service from central/enterprise funding source Percentage of total funding for KM program, initiative, or service from central/enterprise funding source 106095 Percentage of total funding for KM program, initiative, or service from sources other than central/enterprise funding source or allocations from business units, functions, or groups leveraging KM services 294.0370 Percentage of total funding for KM program, initiative, or service from sources other than central/enterprise funding source or allocations from business units, functions, or groups leveraging KM services 294.0390 About APQC's Open Standards Benchmarking APQC is the steward of the open standard benchmarking content. Content is developed and reviewed by various subject matter experts. Participation in APQC's Open Standards Benchmarking is complimentary for APQC Enterprise Members. APQC Functional Members can benchmark in their functional membership at no cost. By participating, you will receive a detailed table comparing your responses with those of your peers. In essence, you ll get a row-by-row comparison of your responses versus those of your peers. The data tables will feature your answers as well as indicate the high, median and low performance ranges. Past participants have used open standards benchmarking research reports to set baselines for process improvement projects, to build a business case for new initiatives, to prioritize high-impact opportunities, and even to validate success or return on investment from efforts. For more information, call +1-713-681-4020 or visit www.apqc.org/osb. Page 6