Professional Documents
Culture Documents
FICATION FRAMEWORK
These pages illustrate the configuration of this file. If you have further questions, please contact APQC dir
on pcf_feedback@apqc.org or +1-713-681-4020.
PCF ID is the unique identifier assigned to the specific element on each row. The PCF ID is used througho
APQC's open standards benchmarking as a way to relate measures, questions, and other materials back t
specific parts of the PCF. The PCF ID for a process element is aligned to the specific concept identified by
process element. It will be consistent across releases as long as the conceptual meaning does not change
Hierarchy ID is the human-readable index number corresponding to this specific process element on eac
row. This number will not be consistent across releases - meaning that a process element may have a diff
hierarchy ID among a set of releases.
Difference index is a score identifying the volume of changes to this process element across releases. T
score is only computed when a specific release is compared to another specific release. The difference ind
encapsulates the changes among all of the process element's descendents, not just the immediate childr
The greater the number, the more significant the changes between the two releases.
Change details is a sentence explaning the differences in the immediate child-level descendents of the
specific process element. A "plus" symbol ("+") before a number indicates that the specific process elem
was added since the last release. A "minus" symbol ("-") before a number indicates that the specific proce
element was removed since the last release. If the process element was renamed, the sentence will inclu
phrase "RENAME, WAS:" followed by the name previously used by the process element. A new element is
identified by the word "NEW". A "c" before a number indicates that the specific process element changed
the compared release; it saw elements added, removed, the name changed, or some combination of thos
three operations.
Metrics available indicates whether or not metrics are available in APQC's Open Standards Benchmarki
library for this specific process element. For more information, please visit http://www.apqc.org/osb
used throughout
aterials back to
identified by the
es not change.
lement on each
ay have a different
ndents of the
process element
specific process
ence will include the
ew element is
ment changed since
nation of those
s Benchmarking
org/osb
NEW N
+16801, NEW N
NEW N
NEW N
NEW N
NEW N
NEW N
N
NEW N
NEW N
N
NEW N
N
N
N
N
N
N
N
+19953, +19954, +19955 N
NEW N
NEW N
NEW N
+19956, +19957, +19958 N
NEW N
NEW N
NEW N
NEW N
+19972, +19973, NEW N
NEW N
NEW N
NEW N
NEW N
N
N
N
+19507, RENAME, WAS:Manage strategic N
initiatives
+19975, +19976, +19977 N
NEW N
NEW N
NEW N
+19978, +19979 N
NEW N
NEW N
+19980, +19981 N
NEW N
NEW N
19646 2.1.2.5.1 Carry out post launch analytics to test the acceptability 1
in the market
11424 2.1.2.5.2 Review market performance 1
11425 2.1.2.5.3 Review effectiveness of supply chain and distribution 1
network
19647 2.1.2.5.4 Apply data and analytics to review supply chain 1
methodologies
11426 2.1.2.5.5 Review quality and performance of the product/service 1
11427 2.1.2.5.6 Conduct financial review 1
11428 2.1.2.5.7 Conduct new product development process assessment 1
19985 2.1.3 Manage patents, copyrights, and regulatory requirements 9
N
N
N
N
+16824, +11423 Y
NEW N
N
N
N
+19646, +11424, +11425, +19647, +11426, N
+11427, +11428, NEW
NEW N
NEW N
NEW N
NEW N
NEW N
NEW N
NEW N
+19941, +16826, +16827, +19697, +12771, NEW N
NEW N
NEW N
NEW N
NEW N
NEW N
NEW N
NEW N
NEW N
NEW N
NEW N
NEW N
+19669, +19990, NEW Y
Y
N
N
N
NEW N
NEW N
NEW N
NEW N
NEW N
NEW N
NEW N
RENAME, WAS:Identify product and service N
bundling opportunities
+19993, +19996, +19997, -18755, -17394, -18754 Y
NEW N
NEW N
RENAME, WAS:Develop and test product systems N
and/or service delivery processes
RENAME, WAS:Address quality and reliability N
problems
N
NEW N
+11417, RENAME, WAS:Implement product/service N
launch procedures
NEW N
NEW N
N
11781 3.5.4.1 Receive Request For Proposal (RFP)/Request For Quote (RFQ) 1
N
Y
N
+18941 N
NEW N
N
N
+20000, +20006, +16848, +18924, -10122, Y
-18626, c10123
c11171 N
N
N
NEW N
NEW N
NEW N
NEW N
+16573, +16574, +16575, +16500, +16501, NEW N
NEW N
NEW N
NEW N
NEW N
NEW N
NEW N
NEW N
NEW N
NEW N
NEW N
Y
N
N
N
N
NEW N
NEW N
NEW N
NEW N
NEW N
N
NEW N
NEW N
NEW N
N
N
N
N
NEW N
NEW N
NEW N
+17682 Y
NEW N
N
N
N
N
N
RENAME, WAS:Identify leads N
NEW N
NEW N
NEW N
NEW N
N
Y
N
+20012 N
NEW N
N
N
+20014 N
N
N
NEW N
N
+16598, +16599 N
NEW, NEW N
NEW, NEW N
+16598, +16599 N
N
N
N
N
NEW, NEW N
+11781, +11780, +11782, +11783, +11784, N
+11785, +20015, +11787, +11788, +11789,
+20016, +20017, +11790, +20018, +11793, NEW
NEW N
NEW N
NEW N
NEW N
NEW N
NEW N
NEW N
NEW N
NEW N
NEW N
NEW N
NEW N
NEW N
NEW N
NEW N
N
N
N
N
N
N
N
N
N
N
NEW N
NEW N
NEW N
NEW N
NEW N
NEW N
NEW N
NEW N
NEW N
N
NEW Y
N
NEW N
NEW N
Y
N
N
-10212, -10213, c10211 N
+20019, +20020, +20021, RENAME, WAS:Provide N
sales and product training to sales
partners/alliances
NEW N
NEW N
N
N
N
N
N
N
N
N
N
N
N
N
N
c18693 N
N
N
N
N
N
N
N
N
RENAME, WAS:Authorise policy renewals N
N
c18700 N
N
N
N
N
N
N
N
N
N
N
N
N
c18729 N
N
NEW N
NEW N
NEW N
NEW N
NEW N
NEW N
+20051, +20052, +20053, +20054, +20055, N
+20056, NEW
NEW N
NEW N
NEW N
+12128, +12129, +12131, +12132, +12133, N
+20057, +12135, NEW
NEW N
NEW N
NEW N
NEW N
NEW N
NEW N
NEW N
+20059, +20069, +20077, NEW N
+20060, +20061, +20062, +20063, +20064, N
+20065, +20068, NEW
NEW N
NEW N
NEW N
NEW N
NEW N
+20066, +20067, NEW N
NEW N
NEW N
NEW N
+20070, +20071, +20072, +20073, +20074, N
+20075, +20076, NEW
NEW N
NEW N
NEW N
NEW N
NEW N
NEW N
NEW N
NEW N
NEW N
NEW N
NEW N
NEW N
NEW N
+20094, +12840 Y
N
Y
N
N
N
NEW N
NEW N
+20098, +20099, +20100, NEW N
NEW N
NEW N
NEW N
NEW N
NEW N
NEW N
NEW N
NEW N
+11689 N
NEW N
+20117 Y
N
N
NEW N
N
NEW N
NEW N
NEW N
NEW N
NEW N
NEW N
N
NEW N
N
NEW N
NEW N
N
N
N
N
RENAME, WAS:Develop work force strategy models N
NEW N
N
N
N
N
N
N
N
N
N
N
N
+10509, +10511, NEW N
N
NEW N
N
NEW N
Y
+20132, c17055 Y
N
Y
N
+16944 N
N
NEW N
N
Y
c10609 Y
N
N
N
N
N
N
RENAME, WAS:Build strategic plan to support N
business objectives
c10611 N
RENAME, WAS:Establish the enterprise architecture N
definition
N
N
N
N
N
N
N
N
N
N
N
N
N
c10641 N
N
RENAME, WAS:Establish and maintain business and N
IT service -evel agreements
N
N
N
N
N
N
Y
N
N
N
N
N
N
N
Y
Y
Y
N
Y
N
N
N
N
Y
N
N
Y
N
N
N
N
N
N
N
N
N
N
N
N
Y
N
N
N
N
N
N
Y
N
N
N
N
N
Y
Y
N
N
N
N
N
N
N
N
N
N
N
N
N
N
Y
N
N
N
N
N
N
N
N
N
N
N
N
N
Y
N
N
N
N
N
N
N
c10828, c10829, c10830, c10831, c10832, c10834, Y
c10835, c10836, RENAME, WAS:Perform fixed asset
accounting
N
N
N
N
N
RENAME, WAS:Process payroll taxes Y
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
+16958 N
N
N
N
N
N
N
N
N
N
Y
N
N
N
N
N
N
N
N
N
N
N
N
N
c18740 N
N
RENAME, WAS:Analyse and evaluate debt and N
investment portfolio performance
N
N
N
N
+12974, +20137, -11212 Y
N
N
N
N
N
N
N
N
N
N
c10924, c10925 Y
N
RENAME, WAS:Report to regulators, share/debt- N
holders, securities exchanges, etc.
RENAME, WAS:Report to third parties (e.g., N
business partners)
N
Y
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
c10963, c10964, RENAME, WAS:Provide workspace N
and assets
RENAME, WAS:Acquire workspace and assets N
RENAME, WAS:Change fit/form/function of N
workspace and assets
N
N
N
+19209, +20139, +19229, +19224, NEW N
+19210, +19211, +19212, NEW N
NEW N
NEW N
NEW N
+19220, +11276, +19221, +19222, +19223, NEW N
NEW N
NEW N
NEW N
NEW N
NEW N
+19225, +19226, +19227, +19228, NEW N
NEW N
NEW N
NEW N
NEW N
+19239, +19245, +19253, NEW N
+19240, +19241, +19242, +19243, +19244, N
c10968, NEW
NEW N
N
NEW N
RENAME, WAS:Develop approach to integrate N
preventive maintenance into production schedule
NEW N
NEW N
NEW N
+19246, +19247, +19248, +19249, +19250, N
+19251, +19252, NEW
NEW N
NEW N
NEW N
NEW N
NEW N
NEW N
NEW N
+19258, +16970 N
N
NEW N
N
N
NEW N
16449 11.1.2.4 Verify business unit and functional risk mitigation plans are 0
implemented
16450 11.1.2.5 Ensure risks and risk mitigation actions are monitored 0
14120 11.1.2.5.1 Design risk management operating models 0
14121 11.1.2.5.1. Design and implement risk control activities 0
14122 11.1.2.5.1. Monitor risk management effectiveness 0
14123 11.1.2.5.1. Remediate risk management deficiencies 0
14124 11.1.2.5.1. Create risk management functions 0
14125 11.1.2.5.2 Manage and monitor risk management operating models 0
14126 11.1.2.5.2. Operate risk management function 0
14127 11.1.2.5.2. Implement and maintain risk management-related 0
enabling technologies and tools
14128 11.1.2.5.2. Review and generate risk reports 0
14129 11.1.2.5.2. Perform limit management 0
N
N
N
N
N
N
N
N
N
N
N
N
N
NEW N
NEW N
NEW N
N
N
N
N
N
N
N
c16463, RENAME, WAS:Manage regulatory N
compliance
N
N
N
N
N
+19595, +19596, c16467, c16469, c16470, N
RENAME, WAS:Manage compliance
N
N
N
N
N
N
N
NEW N
NEW N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
+20142 N
N
NEW N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
+20143, +20144, c11141 N
N
N
N
RENAME, WAS:Engage/Identify champion N
N
N
N
N
N
N
NEW N
NEW N
N
N
N
N
N
N
N
N
N
N
N
N
NEW N
N
N
N
N
N
N
N
N
N
Y
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
19646 2.1.2.5.1 Carry out post launch analytics to test the acceptability 1
in the market
11424 2.1.2.5.2 Review market performance 1
11425 2.1.2.5.3 Review effectiveness of supply chain and distribution 1
network
19647 2.1.2.5.4 Apply data and analytics to review supply chain 1
methodologies
11426 2.1.2.5.5 Review quality and performance of the product/service 1
11427 2.1.2.5.6 Conduct financial review 1
11428 2.1.2.5.7 Conduct new product development process assessment 1
19985 2.1.3 Manage patents, copyrights, and regulatory requirements 9
11781 3.5.4.1 Receive Request For Proposal (RFP)/Request For Quote (RFQ) 1
16449 11.1.2.4 Verify business unit and functional risk mitigation plans are 0
implemented
16450 11.1.2.5 Ensure risks and risk mitigation actions are monitored 0
14120 11.1.2.5.1 Design risk management operating models 0
14121 11.1.2.5.1. Design and implement risk control activities 0
14122 11.1.2.5.1. Monitor risk management effectiveness 0
14123 11.1.2.5.1. Remediate risk management deficiencies 0
14124 11.1.2.5.1. Create risk management functions 0
14125 11.1.2.5.2 Manage and monitor risk management operating models 0
14126 11.1.2.5.2. Operate risk management function 0
14127 11.1.2.5.2. Implement and maintain risk management-related 0
enabling technologies and tools
14128 11.1.2.5.2. Review and generate risk reports 0
14129 11.1.2.5.2. Perform limit management 0
NEW N
+16801, NEW N
NEW N
NEW N
NEW N
NEW N
NEW N
N
NEW N
NEW N
N
NEW N
N
N
N
N
N
N
N
+19953, +19954, +19955 N
NEW N
NEW N
NEW N
+19956, +19957, +19958 N
NEW N
NEW N
NEW N
NEW N
+19972, +19973, NEW N
NEW N
NEW N
NEW N
NEW N
N
N
N
+19507, RENAME, WAS:Manage strategic N
initiatives
+19975, +19976, +19977 N
NEW N
NEW N
NEW N
+19978, +19979 N
NEW N
NEW N
+19980, +19981 N
NEW N
NEW N
N
N
N
N
+16824, +11423 Y
NEW N
N
N
N
+19646, +11424, +11425, +19647, +11426, N
+11427, +11428, NEW
NEW N
NEW N
NEW N
NEW N
NEW N
NEW N
NEW N
+19941, +16826, +16827, +19697, +12771, NEW N
NEW N
NEW N
NEW N
NEW N
NEW N
NEW N
NEW N
NEW N
NEW N
NEW N
NEW N
+19669, +19990, NEW Y
Y
N
N
N
NEW N
NEW N
NEW N
NEW N
NEW N
NEW N
NEW N
RENAME, WAS:Identify product and service N
bundling opportunities
+19993, +19996, +19997, -18755, -17394, -18754 Y
NEW N
NEW N
RENAME, WAS:Develop and test product systems N
and/or service delivery processes
RENAME, WAS:Address quality and reliability N
problems
N
NEW N
+11417, RENAME, WAS:Implement product/service N
launch procedures
NEW N
NEW N
N
N
Y
N
+18941 N
NEW N
N
N
+20000, +20006, +16848, +18924, -10122, Y
-18626, c10123
c11171 N
N
N
NEW N
NEW N
NEW N
NEW N
+16573, +16574, +16575, +16500, +16501, NEW N
NEW N
NEW N
NEW N
NEW N
NEW N
NEW N
NEW N
NEW N
NEW N
NEW N
Y
N
N
N
N
NEW N
NEW N
NEW N
NEW N
NEW N
N
NEW N
NEW N
NEW N
N
N
N
N
NEW N
NEW N
NEW N
+17682 Y
NEW N
N
N
N
N
N
RENAME, WAS:Identify leads N
NEW N
NEW N
NEW N
NEW N
N
Y
N
+20012 N
NEW N
N
N
+20014 N
N
N
NEW N
N
+16598, +16599 N
NEW, NEW N
NEW, NEW N
+16598, +16599 N
N
N
N
N
NEW, NEW N
+11781, +11780, +11782, +11783, +11784, N
+11785, +20015, +11787, +11788, +11789,
+20016, +20017, +11790, +20018, +11793, NEW
NEW N
NEW N
NEW N
NEW N
NEW N
NEW N
NEW N
NEW N
NEW N
NEW N
NEW N
NEW N
NEW N
NEW N
NEW N
N
N
N
N
N
N
N
N
N
N
NEW N
NEW N
NEW N
NEW N
NEW N
NEW N
NEW N
NEW N
NEW N
N
NEW Y
N
NEW N
NEW N
Y
N
N
-10212, -10213, c10211 N
+20019, +20020, +20021, RENAME, WAS:Provide N
sales and product training to sales
partners/alliances
NEW N
NEW N
N
N
N
N
N
N
N
N
N
N
N
N
N
c18693 N
N
N
N
N
N
N
N
N
RENAME, WAS:Authorise policy renewals N
N
c18700 N
N
N
N
N
N
N
N
N
N
N
N
N
c18729 N
N
NEW N
NEW N
NEW N
NEW N
NEW N
NEW N
+20051, +20052, +20053, +20054, +20055, N
+20056, NEW
NEW N
NEW N
NEW N
+12128, +12129, +12131, +12132, +12133, N
+20057, +12135, NEW
NEW N
NEW N
NEW N
NEW N
NEW N
NEW N
NEW N
+20059, +20069, +20077, NEW N
+20060, +20061, +20062, +20063, +20064, N
+20065, +20068, NEW
NEW N
NEW N
NEW N
NEW N
NEW N
+20066, +20067, NEW N
NEW N
NEW N
NEW N
+20070, +20071, +20072, +20073, +20074, N
+20075, +20076, NEW
NEW N
NEW N
NEW N
NEW N
NEW N
NEW N
NEW N
NEW N
NEW N
NEW N
NEW N
NEW N
NEW N
+20094, +12840 Y
N
Y
N
N
N
NEW N
NEW N
+20098, +20099, +20100, NEW N
NEW N
NEW N
NEW N
NEW N
NEW N
NEW N
NEW N
NEW N
+11689 N
NEW N
+20117 Y
N
N
NEW N
N
NEW N
NEW N
NEW N
NEW N
NEW N
NEW N
N
NEW N
N
NEW N
NEW N
N
N
N
N
RENAME, WAS:Develop work force strategy models N
NEW N
N
N
N
N
N
N
N
N
N
N
N
+10509, +10511, NEW N
N
NEW N
N
NEW N
Y
+20132, c17055 Y
N
Y
N
+16944 N
N
NEW N
N
Y
c10609 Y
N
N
N
N
N
N
RENAME, WAS:Build strategic plan to support N
business objectives
c10611 N
RENAME, WAS:Establish the enterprise architecture N
definition
N
N
N
N
N
N
N
N
N
N
N
N
N
c10641 N
N
RENAME, WAS:Establish and maintain business and N
IT service -evel agreements
N
N
N
N
N
N
Y
N
N
N
N
N
N
N
Y
Y
Y
N
Y
N
N
N
N
Y
N
N
Y
N
N
N
N
N
N
N
N
N
N
N
N
Y
N
N
N
N
N
N
Y
N
N
N
N
N
Y
Y
N
N
N
N
N
N
N
N
N
N
N
N
N
N
Y
N
N
N
N
N
N
N
N
N
N
N
N
N
Y
N
N
N
N
N
N
N
c10828, c10829, c10830, c10831, c10832, c10834, Y
c10835, c10836, RENAME, WAS:Perform fixed asset
accounting
N
N
N
N
N
RENAME, WAS:Process payroll taxes Y
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
+16958 N
N
N
N
N
N
N
N
N
N
Y
N
N
N
N
N
N
N
N
N
N
N
N
N
c18740 N
N
RENAME, WAS:Analyse and evaluate debt and N
investment portfolio performance
N
N
N
N
+12974, +20137, -11212 Y
N
N
N
N
N
N
N
N
N
N
c10924, c10925 Y
N
RENAME, WAS:Report to regulators, share/debt- N
holders, securities exchanges, etc.
RENAME, WAS:Report to third parties (e.g., N
business partners)
N
Y
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
c10963, c10964, RENAME, WAS:Provide workspace N
and assets
RENAME, WAS:Acquire workspace and assets N
RENAME, WAS:Change fit/form/function of N
workspace and assets
N
N
N
+19209, +20139, +19229, +19224, NEW N
+19210, +19211, +19212, NEW N
NEW N
NEW N
NEW N
+19220, +11276, +19221, +19222, +19223, NEW N
NEW N
NEW N
NEW N
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NEW N
+19225, +19226, +19227, +19228, NEW N
NEW N
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NEW N
+19239, +19245, +19253, NEW N
+19240, +19241, +19242, +19243, +19244, N
c10968, NEW
NEW N
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RENAME, WAS:Develop approach to integrate N
preventive maintenance into production schedule
NEW N
NEW N
NEW N
+19246, +19247, +19248, +19249, +19250, N
+19251, +19252, NEW
NEW N
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NEW N
NEW N
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+19258, +16970 N
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c16463, RENAME, WAS:Manage regulatory N
compliance
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+19595, +19596, c16467, c16469, c16470, N
RENAME, WAS:Manage compliance
N
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NEW N
NEW N
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+20142 N
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NEW N
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+20143, +20144, c11141 N
N
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RENAME, WAS:Engage/Identify champion N
N
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NEW N
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10018 1.1.2 Survey market and determine customer needs and wants
10054 1.2.5.6 Develop role analysis and activity diagrams for key processes
19966 1.2.8.2.3 Define single view of the customer for the organization
19969 1.2.8.2.6 Align experience with brand values and business strategies
19979 1.4.2.2 Determine the customer value for each strategic priority
19646 2.1.2.5.1 Carry out post launch analytics to test the acceptability in the
market
16818 2.3.1.9.5 Design and manage product data, design, and bill of materials
10098 2.3.1.11 Develop and test prototype production and/or service delivery
process
19996 2.3.2 Test market for new or revised products and services
11779 3.5.4 Develop and manage sales proposals, bids, and quotes
10239 4.1.2.2 Monitor activity against demand forecast and revise forecast
20053 5.2.2.3 Match resource demand with capacity, skills, and capabilities
11240 6.8.3.4 Analyze product and service satisfaction data and identify
improvement opportunities
17043 7.1 Develop and manage human resources planning, policies, and
strategies
10445 7.2.1.1 Align staffing plan to work force plan and business unit
strategies/resource needs
10617 8.1.3.2 Analyze and evaluate the value of the IT portfolio for the
enterprise
11245 8.2.1.2 Translate business and user requirements into IT services and
solutions requirements
10640 8.2.2.1 Create and maintain the IT services and solutions catalog
11220 8.3 Develop and implement security, privacy, and data protection
controls
10671 8.5.2.3 Develop life cycle plan for IT services and solutions
10845 9.4.1.2 Develop and approve capital expenditure plans and budgets
10850 9.4.2.3 Monitor and track capital projects and budget spending
10869 9.6.1.1 Verify AP pay file with purchase order vendor master file
10906 9.8.3.6 Calculate interest and fees for in-house bank accounts
10927 9.10.1.1 Develop foreign, national, state, and local tax strategy
16441 11.1.1.2 Develop and maintain enterprise risk policies and procedures
16449 11.1.2.4 Verify business unit and functional risk mitigation plans are
implemented
16450 11.1.2.5 Ensure risks and risk mitigation actions are monitored
16453 11.1.2.8 Ensure that each business unit/function follows the enterprise
risk management process
16454 11.1.2.9 Ensure that each business unit/function follows the enterprise
risk reporting process
17462 11.1.3 Manage business unit and function risk
16457 11.1.3.2 Assess risks using enterprise risk framework policies and
procedures
16469 11.2.2.8 Monitor and test regulatory compliance position and existing
controls
17381 11.2.4.4.2 Manage investigation unit and anti fraud and abuse
operations
16471 11.4.5 Share knowledge of specific risks across other parts of the
organization
11059 12.4.5.4 Receive work product and manage/monitor case and work
performed
17476 13.3.1.3.1 Define process steps for controls (or integration points)
17500 13.4.2 Plan and deploy the EQMS scope, targets, and goals
11102 13.6.1.3 Define roles and accountability of core group versus operating
units
Defining the status quo relating to the de facto core of what the
business is. Reflect over the fundamental essence of what the
business accomplishes and the manner in which it operates. Look
beyond the obvious solution capabilities to delineate capacities that
form the basis of the business engine. Involve senior executives and
management personnel and possibly professional services providers.
Raising a supplier recovery claim. This is based off the decision made
in Receive investigation result/recommendation for corrective action
[20100].
Executing upon the customer service grievance process. Include the
receipt and investigation of appeals and grievances from customers
and the ongoing communication until the issue is resolved.
Handling the requirements for new employees. Create and open job
requisitions by clearly defining the job descriptions. Post these
requirements internally and externally, and modify them as
appropriate. Manage the dates of the whole requisition process.
Creating a correspondence between the plan for hiring new
employees and the desired employee requirements. Staff an adequate
amount of people with the appropriate skills to effectively accomplish
its legislative, regulatory, service, and production requirements.
Establishing the rules and regulations that will guide the IT function.
Establish strategic standards regarding the organization's IT tools in
order to share information about practices based on replicable, proven
procedures.
Establishing a process to develop methodical IT specifications,
models, and guidelines.
Establishing the suppliers of IT components. Create and maintain
relationships with suppliers of IT components. Identify and assess the
most cost-effective and efficient vendors.
Creating and establishing an internal department that ensures the
effective and efficient use of IT. Define IT demand governance to
ensure the effective evaluation, selection, prioritization, and funding
of competing IT investments. Oversee their implementation. Extract
measurable business benefits.
Acquiring and creating the components needed for the provision and
development of IT services and solutions. Design or acquire software,
hardware, interfaces, servers, etc.
Preparing resources for the provision of IT services and solutions.
Teach the skill or type of behavior through sustained practice and
instruction to the employees who will provide the IT solutions and
services.
Examining the developed IT services and solutions. Test the IT
services and solutions in focus groups, etc.
Taking into account the updated requirements and design changes for
the IT services and solutions.
Acquiring or creating components for changing IT services and
solutions. Design or acquire updated software, hardware, interfaces,
servers, etc.
Performing tests on a changed or updated IT services and solutions.
Test the IT services and solutions by piloting solutions, creating trial
runs, etc. to validate the impact of change. Ensure the IT function
facilitates the required amount of support.
Withdrawing inefficient and outdated IT solutions and services.
Executing IT solutions by creating a strategy for deployment. Plan and
execute the changes. Plan and administer the release of its IT services
and solutions.
Creating the best fit between a product and the end user. Maximize
the customer base by providing different products in the market.
Maintaining and recording the results of Test against the quality plan
[17483] electronically and in standard formats. Assign ownership to a
designated function or role.
Deciding whether to take any additional actions based on the results
of quality tests. Initiate a quarantine disposition and relocated
inventory, scrap workflow item and scrap transaction, rework
operation, net-able and nonnet-able items, and the activity list.
10003 2.0 Develop and Manage Products and Services Cost Effectiveness 105229
10003 2.0 Develop and Manage Products and Services Cost Effectiveness 105230
10003 2.0 Develop and Manage Products and Services Cost Effectiveness 105231
10003 2.0 Develop and Manage Products and Services Cost Effectiveness 105232
10003 2.0 Develop and Manage Products and Services Cost Effectiveness 105233
10003 2.0 Develop and Manage Products and Services Cost Effectiveness 105234
10003 2.0 Develop and Manage Products and Services Cost Effectiveness 105235
10003 2.0 Develop and Manage Products and Services Cost Effectiveness 105236
10003 2.0 Develop and Manage Products and Services Cost Effectiveness 105238
10003 2.0 Develop and Manage Products and Services Cost Effectiveness 105239
10003 2.0 Develop and Manage Products and Services Cost Effectiveness 105461
10003 2.0 Develop and Manage Products and Services Cost Effectiveness 105511
10003 2.0 Develop and Manage Products and Services Cost Effectiveness 105512
10003 2.0 Develop and Manage Products and Services Cost Effectiveness 105513
10003 2.0 Develop and Manage Products and Services Cost Effectiveness 105514
10003 2.0 Develop and Manage Products and Services Cost Effectiveness 105516
10003 2.0 Develop and Manage Products and Services Cost Effectiveness 105517
10003 2.0 Develop and Manage Products and Services Cost Effectiveness 105518
10003 2.0 Develop and Manage Products and Services Cost Effectiveness 105519
10003 2.0 Develop and Manage Products and Services Cost Effectiveness 105520
10003 2.0 Develop and Manage Products and Services Cost Effectiveness 105509
10003 2.0 Develop and Manage Products and Services Cost Effectiveness 100026
10003 2.0 Develop and Manage Products and Services Cost Effectiveness 100253
10003 2.0 Develop and Manage Products and Services Cost Effectiveness 100256
10003 2.0 Develop and Manage Products and Services Cost Effectiveness 100259
10003 2.0 Develop and Manage Products and Services Cost Effectiveness 100262
10003 2.0 Develop and Manage Products and Services Cost Effectiveness 100273
10003 2.0 Develop and Manage Products and Services Cost Effectiveness 100425
10003 2.0 Develop and Manage Products and Services Cost Effectiveness 100427
10003 2.0 Develop and Manage Products and Services Cost Effectiveness 100429
10003 2.0 Develop and Manage Products and Services Cost Effectiveness 100431
10003 2.0 Develop and Manage Products and Services Cost Effectiveness 100447
10003 2.0 Develop and Manage Products and Services Cost Effectiveness 100449
10003 2.0 Develop and Manage Products and Services Cost Effectiveness 100406
10003 2.0 Develop and Manage Products and Services Cost Effectiveness 101558
10003 2.0 Develop and Manage Products and Services Cost Effectiveness 101491
10003 2.0 Develop and Manage Products and Services Cost Effectiveness 101694
10003 2.0 Develop and Manage Products and Services Cost Effectiveness 101764
10003 2.0 Develop and Manage Products and Services Cost Effectiveness 102929
10003 2.0 Develop and Manage Products and Services Cost Effectiveness 103115
10003 2.0 Develop and Manage Products and Services Cost Effectiveness 103286
10003 2.0 Develop and Manage Products and Services Cost Effectiveness 103689
10003 2.0 Develop and Manage Products and Services Cost Effectiveness 104006
10003 2.0 Develop and Manage Products and Services Cost Effectiveness 103139
10003 2.0 Develop and Manage Products and Services Cost Effectiveness 103141
10003 2.0 Develop and Manage Products and Services Cost Effectiveness 103143
10003 2.0 Develop and Manage Products and Services Cost Effectiveness 103368
10003 2.0 Develop and Manage Products and Services Cost Effectiveness 104142
10003 2.0 Develop and Manage Products and Services Cost Effectiveness 104146
10003 2.0 Develop and Manage Products and Services Cycle Time 100193
10003 2.0 Develop and Manage Products and Services Cycle Time 100379
10003 2.0 Develop and Manage Products and Services Cycle Time 100381
10003 2.0 Develop and Manage Products and Services Cycle Time 100383
10003 2.0 Develop and Manage Products and Services Cycle Time 100656
10003 2.0 Develop and Manage Products and Services Cycle Time 100664
10003 2.0 Develop and Manage Products and Services Cycle Time 100665
10003 2.0 Develop and Manage Products and Services Cycle Time 103466
10003 2.0 Develop and Manage Products and Services Cycle Time 103468
10003 2.0 Develop and Manage Products and Services Cycle Time 103476
10003 2.0 Develop and Manage Products and Services Process Efficiency 100198
10003 2.0 Develop and Manage Products and Services Process Efficiency 100201
10003 2.0 Develop and Manage Products and Services Process Efficiency 100204
10003 2.0 Develop and Manage Products and Services Process Efficiency 100275
10003 2.0 Develop and Manage Products and Services Process Efficiency 100278
10003 2.0 Develop and Manage Products and Services Process Efficiency 100281
10003 2.0 Develop and Manage Products and Services Process Efficiency 100284
10003 2.0 Develop and Manage Products and Services Process Efficiency 100290
10003 2.0 Develop and Manage Products and Services Process Efficiency 100184
10003 2.0 Develop and Manage Products and Services Process Efficiency 100187
10003 2.0 Develop and Manage Products and Services Process Efficiency 100190
10003 2.0 Develop and Manage Products and Services Process Efficiency 100236
10003 2.0 Develop and Manage Products and Services Process Efficiency 100239
10003 2.0 Develop and Manage Products and Services Process Efficiency 100242
10003 2.0 Develop and Manage Products and Services Process Efficiency 100946
10003 2.0 Develop and Manage Products and Services Process Efficiency 101979
10003 2.0 Develop and Manage Products and Services Process Efficiency 101982
10003 2.0 Develop and Manage Products and Services Process Efficiency 101985
10003 2.0 Develop and Manage Products and Services Process Efficiency 101381
10003 2.0 Develop and Manage Products and Services Process Efficiency 101353
10003 2.0 Develop and Manage Products and Services Process Efficiency 101357
10003 2.0 Develop and Manage Products and Services Process Efficiency 101359
10003 2.0 Develop and Manage Products and Services Process Efficiency 101387
10003 2.0 Develop and Manage Products and Services Process Efficiency 100950
10003 2.0 Develop and Manage Products and Services Process Efficiency 101238
10003 2.0 Develop and Manage Products and Services Process Efficiency 105466
10003 2.0 Develop and Manage Products and Services Process Efficiency 103123
10003 2.0 Develop and Manage Products and Services Process Efficiency 103125
10003 2.0 Develop and Manage Products and Services Process Efficiency 102407
10003 2.0 Develop and Manage Products and Services Process Efficiency 102462
10003 2.0 Develop and Manage Products and Services Process Efficiency 102526
10003 2.0 Develop and Manage Products and Services Process Efficiency 102308
10003 2.0 Develop and Manage Products and Services Process Efficiency 102310
10003 2.0 Develop and Manage Products and Services Process Efficiency 101754
10003 2.0 Develop and Manage Products and Services Staff Productivity 105510
10003 2.0 Develop and Manage Products and Services Staff Productivity 104463
10003 2.0 Develop and Manage Products and Services Staff Productivity 102644
10003 2.0 Develop and Manage Products and Services Staff Productivity 100948
10003 2.0 Develop and Manage Products and Services Staff Productivity 101350
10003 2.0 Develop and Manage Products and Services Staff Productivity 101384
10003 2.0 Develop and Manage Products and Services Staff Productivity 101378
10003 2.0 Develop and Manage Products and Services Supplemental 101998
Information
10003 2.0 Develop and Manage Products and Services Supplemental 101999
Information
10003 2.0 Develop and Manage Products and Services Supplemental 102000
Information
10003 2.0 Develop and Manage Products and Services Supplemental 102001
Information
10003 2.0 Develop and Manage Products and Services Supplemental 102002
Information
10003 2.0 Develop and Manage Products and Services Supplemental 102003
Information
10003 2.0 Develop and Manage Products and Services Supplemental 102458
Information
10003 2.0 Develop and Manage Products and Services Supplemental 102460
Information
10003 2.0 Develop and Manage Products and Services Supplemental 102126
Information
10003 2.0 Develop and Manage Products and Services Supplemental 102127
Information
10003 2.0 Develop and Manage Products and Services Supplemental 102128
Information
10003 2.0 Develop and Manage Products and Services Supplemental 104141
Information
10003 2.0 Develop and Manage Products and Services Supplemental 104401
Information
10004 3.0 Market and Sell Products and Services Process Efficiency 101833
10004 3.0 Market and Sell Products and Services Process Efficiency 102289
10004 3.0 Market and Sell Products and Services Process Efficiency 104210
10004 3.0 Market and Sell Products and Services Process Efficiency 104485
10004 3.0 Market and Sell Products and Services Process Efficiency 104486
10004 3.0 Market and Sell Products and Services Process Efficiency 101918
10004 3.0 Market and Sell Products and Services Process Efficiency 100511
10004 3.0 Market and Sell Products and Services Supplemental 102288
Information
10004 3.0 Market and Sell Products and Services Supplemental 102341
Information
10004 3.0 Market and Sell Products and Services Supplemental 102343
Information
10004 3.0 Market and Sell Products and Services Supplemental 102345
Information
10004 3.0 Market and Sell Products and Services Supplemental 102347
Information
10004 3.0 Market and Sell Products and Services Supplemental 102349
Information
10004 3.0 Market and Sell Products and Services Supplemental 102351
Information
10004 3.0 Market and Sell Products and Services Supplemental 102353
Information
10004 3.0 Market and Sell Products and Services Supplemental 102355
Information
10004 3.0 Market and Sell Products and Services Supplemental 101831
Information
10004 3.0 Market and Sell Products and Services Supplemental 104733
Information
10004 3.0 Market and Sell Products and Services Supplemental 104734
Information
10004 3.0 Market and Sell Products and Services Supplemental 104735
Information
10004 3.0 Market and Sell Products and Services Supplemental 104736
Information
10004 3.0 Market and Sell Products and Services Supplemental 104737
Information
10004 3.0 Market and Sell Products and Services Supplemental 104738
Information
10004 3.0 Market and Sell Products and Services Supplemental 104739
Information
10007 7.0 Develop and Manage Human Capital Cost Effectiveness 105398
10007 7.0 Develop and Manage Human Capital Cost Effectiveness 105399
10007 7.0 Develop and Manage Human Capital Cost Effectiveness 105400
10007 7.0 Develop and Manage Human Capital Cost Effectiveness 105357
10007 7.0 Develop and Manage Human Capital Cost Effectiveness 104132
10007 7.0 Develop and Manage Human Capital Cost Effectiveness 104133
10007 7.0 Develop and Manage Human Capital Cost Effectiveness 104135
10007 7.0 Develop and Manage Human Capital Cost Effectiveness 104136
10007 7.0 Develop and Manage Human Capital Cost Effectiveness 104164
10007 7.0 Develop and Manage Human Capital Cost Effectiveness 104721
10007 7.0 Develop and Manage Human Capital Cost Effectiveness 104041
10007 7.0 Develop and Manage Human Capital Cost Effectiveness 104042
10007 7.0 Develop and Manage Human Capital Cost Effectiveness 104043
10007 7.0 Develop and Manage Human Capital Cost Effectiveness 103486
10007 7.0 Develop and Manage Human Capital Cost Effectiveness 103487
10007 7.0 Develop and Manage Human Capital Cost Effectiveness 103488
10007 7.0 Develop and Manage Human Capital Cost Effectiveness 103489
10007 7.0 Develop and Manage Human Capital Cost Effectiveness 103558
10007 7.0 Develop and Manage Human Capital Cost Effectiveness 103559
10007 7.0 Develop and Manage Human Capital Cost Effectiveness 103560
10007 7.0 Develop and Manage Human Capital Cost Effectiveness 103561
10007 7.0 Develop and Manage Human Capital Cost Effectiveness 103562
10007 7.0 Develop and Manage Human Capital Cost Effectiveness 103563
10007 7.0 Develop and Manage Human Capital Cost Effectiveness 103564
10007 7.0 Develop and Manage Human Capital Cost Effectiveness 100195
10007 7.0 Develop and Manage Human Capital Cost Effectiveness 100196
10007 7.0 Develop and Manage Human Capital Cost Effectiveness 100197
10007 7.0 Develop and Manage Human Capital Cost Effectiveness 100132
10007 7.0 Develop and Manage Human Capital Process Efficiency 105354
10007 7.0 Develop and Manage Human Capital Process Efficiency 105355
10007 7.0 Develop and Manage Human Capital Process Efficiency 101031
10007 7.0 Develop and Manage Human Capital Process Efficiency 101272
10007 7.0 Develop and Manage Human Capital Staff Productivity 101368
10007 7.0 Develop and Manage Human Capital Staff Productivity 101416
10007 7.0 Develop and Manage Human Capital Staff Productivity 100943
10007 7.0 Develop and Manage Human Capital Staff Productivity 100487
10007 7.0 Develop and Manage Human Capital Staff Productivity 105390
10007 7.0 Develop and Manage Human Capital Staff Productivity 105391
10007 7.0 Develop and Manage Human Capital Staff Productivity 105392
10007 7.0 Develop and Manage Human Capital Staff Productivity 105393
10007 7.0 Develop and Manage Human Capital Staff Productivity 105394
10007 7.0 Develop and Manage Human Capital Staff Productivity 105395
10007 7.0 Develop and Manage Human Capital Staff Productivity 105396
10007 7.0 Develop and Manage Human Capital Staff Productivity 105397
10007 7.0 Develop and Manage Human Capital Staff Productivity 105359
10007 7.0 Develop and Manage Human Capital Staff Productivity 105360
10007 7.0 Develop and Manage Human Capital Staff Productivity 105361
10007 7.0 Develop and Manage Human Capital Staff Productivity 105363
10007 7.0 Develop and Manage Human Capital Staff Productivity 105364
10007 7.0 Develop and Manage Human Capital Staff Productivity 105365
10007 7.0 Develop and Manage Human Capital Staff Productivity 105366
10007 7.0 Develop and Manage Human Capital Staff Productivity 105367
10007 7.0 Develop and Manage Human Capital Staff Productivity 105368
10007 7.0 Develop and Manage Human Capital Staff Productivity 105369
10007 7.0 Develop and Manage Human Capital Staff Productivity 105370
10007 7.0 Develop and Manage Human Capital Staff Productivity 105371
10007 7.0 Develop and Manage Human Capital Staff Productivity 105372
10007 7.0 Develop and Manage Human Capital Staff Productivity 105373
10007 7.0 Develop and Manage Human Capital Staff Productivity 105375
10007 7.0 Develop and Manage Human Capital Staff Productivity 105376
10007 7.0 Develop and Manage Human Capital Staff Productivity 105377
10007 7.0 Develop and Manage Human Capital Staff Productivity 105378
10007 7.0 Develop and Manage Human Capital Staff Productivity 105379
10007 7.0 Develop and Manage Human Capital Staff Productivity 105380
10007 7.0 Develop and Manage Human Capital Staff Productivity 105381
10007 7.0 Develop and Manage Human Capital Staff Productivity 105382
10007 7.0 Develop and Manage Human Capital Staff Productivity 105383
10007 7.0 Develop and Manage Human Capital Staff Productivity 105384
10007 7.0 Develop and Manage Human Capital Staff Productivity 105385
10007 7.0 Develop and Manage Human Capital Staff Productivity 105386
10007 7.0 Develop and Manage Human Capital Staff Productivity 105387
10007 7.0 Develop and Manage Human Capital Staff Productivity 105274
10007 7.0 Develop and Manage Human Capital Staff Productivity 105275
10007 7.0 Develop and Manage Human Capital Staff Productivity 105276
10007 7.0 Develop and Manage Human Capital Staff Productivity 105277
10007 7.0 Develop and Manage Human Capital Staff Productivity 105278
10007 7.0 Develop and Manage Human Capital Staff Productivity 105279
10007 7.0 Develop and Manage Human Capital Staff Productivity 105280
10007 7.0 Develop and Manage Human Capital Staff Productivity 105281
10007 7.0 Develop and Manage Human Capital Staff Productivity 105282
10007 7.0 Develop and Manage Human Capital Staff Productivity 105283
10007 7.0 Develop and Manage Human Capital Staff Productivity 105284
10007 7.0 Develop and Manage Human Capital Staff Productivity 105285
10007 7.0 Develop and Manage Human Capital Staff Productivity 105286
10007 7.0 Develop and Manage Human Capital Staff Productivity 105287
10007 7.0 Develop and Manage Human Capital Staff Productivity 105288
10007 7.0 Develop and Manage Human Capital Staff Productivity 105290
10007 7.0 Develop and Manage Human Capital Staff Productivity 105291
10007 7.0 Develop and Manage Human Capital Staff Productivity 105292
10007 7.0 Develop and Manage Human Capital Staff Productivity 105293
10007 7.0 Develop and Manage Human Capital Staff Productivity 105294
10007 7.0 Develop and Manage Human Capital Staff Productivity 105295
10007 7.0 Develop and Manage Human Capital Staff Productivity 105296
10007 7.0 Develop and Manage Human Capital Staff Productivity 105297
10007 7.0 Develop and Manage Human Capital Staff Productivity 105298
10007 7.0 Develop and Manage Human Capital Staff Productivity 105299
10007 7.0 Develop and Manage Human Capital Staff Productivity 105300
10007 7.0 Develop and Manage Human Capital Staff Productivity 105301
10007 7.0 Develop and Manage Human Capital Staff Productivity 105303
10007 7.0 Develop and Manage Human Capital Staff Productivity 105304
10007 7.0 Develop and Manage Human Capital Staff Productivity 105305
10007 7.0 Develop and Manage Human Capital Staff Productivity 105306
10007 7.0 Develop and Manage Human Capital Staff Productivity 105307
10007 7.0 Develop and Manage Human Capital Staff Productivity 105308
10007 7.0 Develop and Manage Human Capital Staff Productivity 105309
10007 7.0 Develop and Manage Human Capital Staff Productivity 105311
10007 7.0 Develop and Manage Human Capital Staff Productivity 105312
10007 7.0 Develop and Manage Human Capital Staff Productivity 105313
10007 7.0 Develop and Manage Human Capital Staff Productivity 105314
10007 7.0 Develop and Manage Human Capital Staff Productivity 105315
10007 7.0 Develop and Manage Human Capital Staff Productivity 105316
10007 7.0 Develop and Manage Human Capital Staff Productivity 105317
10007 7.0 Develop and Manage Human Capital Staff Productivity 105318
10007 7.0 Develop and Manage Human Capital Staff Productivity 105319
10007 7.0 Develop and Manage Human Capital Staff Productivity 105320
10007 7.0 Develop and Manage Human Capital Staff Productivity 105321
10007 7.0 Develop and Manage Human Capital Staff Productivity 105322
10007 7.0 Develop and Manage Human Capital Staff Productivity 105323
10007 7.0 Develop and Manage Human Capital Staff Productivity 105324
10007 7.0 Develop and Manage Human Capital Staff Productivity 105326
10007 7.0 Develop and Manage Human Capital Staff Productivity 105327
10007 7.0 Develop and Manage Human Capital Staff Productivity 105328
10007 7.0 Develop and Manage Human Capital Staff Productivity 105329
10007 7.0 Develop and Manage Human Capital Staff Productivity 105330
10007 7.0 Develop and Manage Human Capital Staff Productivity 105331
10007 7.0 Develop and Manage Human Capital Staff Productivity 105332
10007 7.0 Develop and Manage Human Capital Staff Productivity 105333
10007 7.0 Develop and Manage Human Capital Staff Productivity 105334
10007 7.0 Develop and Manage Human Capital Staff Productivity 105335
10007 7.0 Develop and Manage Human Capital Staff Productivity 105336
10007 7.0 Develop and Manage Human Capital Staff Productivity 105337
10007 7.0 Develop and Manage Human Capital Staff Productivity 105338
10007 7.0 Develop and Manage Human Capital Staff Productivity 105339
10007 7.0 Develop and Manage Human Capital Staff Productivity 105340
10007 7.0 Develop and Manage Human Capital Staff Productivity 105342
10007 7.0 Develop and Manage Human Capital Staff Productivity 105343
10007 7.0 Develop and Manage Human Capital Staff Productivity 105344
10007 7.0 Develop and Manage Human Capital Staff Productivity 105345
10007 7.0 Develop and Manage Human Capital Staff Productivity 105346
10007 7.0 Develop and Manage Human Capital Staff Productivity 105347
10007 7.0 Develop and Manage Human Capital Staff Productivity 105348
10007 7.0 Develop and Manage Human Capital Staff Productivity 105349
10007 7.0 Develop and Manage Human Capital Staff Productivity 105350
10007 7.0 Develop and Manage Human Capital Staff Productivity 105351
10007 7.0 Develop and Manage Human Capital Staff Productivity 105352
10105 3.5 Develop and manage sales plans Process Efficiency 100213
10107 3.1.2 Evaluate and prioritize market opportunities Cost Effectiveness 104753
10107 3.1.2 Evaluate and prioritize market opportunities Cost Effectiveness 104754
10107 3.1.2 Evaluate and prioritize market opportunities Cost Effectiveness 104755
10107 3.1.2 Evaluate and prioritize market opportunities Cost Effectiveness 104756
10215 4.1 Plan for and acquire necessary resources Cost Effectiveness 104788
10215 4.1 Plan for and acquire necessary resources Cost Effectiveness 104794
10215 4.1 Plan for and acquire necessary resources Cost Effectiveness 104795
10215 4.1 Plan for and acquire necessary resources Cost Effectiveness 104797
10215 4.1 Plan for and acquire necessary resources Cost Effectiveness 104799
10215 4.1 Plan for and acquire necessary resources Cost Effectiveness 104785
10215 4.1 Plan for and acquire necessary resources Cost Effectiveness 104779
10215 4.1 Plan for and acquire necessary resources Cost Effectiveness 103477
10215 4.1 Plan for and acquire necessary resources Cost Effectiveness 100654
10215 4.1 Plan for and acquire necessary resources Cost Effectiveness 100788
10215 4.1 Plan for and acquire necessary resources Process Efficiency 104194
10215 4.1 Plan for and acquire necessary resources Process Efficiency 104175
10215 4.1 Plan for and acquire necessary resources Process Efficiency 100737
10215 4.1 Plan for and acquire necessary resources Staff Productivity 101218
10215 4.1 Plan for and acquire necessary resources Staff Productivity 104193
10215 4.1 Plan for and acquire necessary resources Supplemental 100687
Information
10216 4.2 Procure materials and services Cost Effectiveness 100475
10278 4.2.2 Select suppliers and develop/maintain contracts Cost Effectiveness 105177
10278 4.2.2 Select suppliers and develop/maintain contracts Cost Effectiveness 104477
10278 4.2.2 Select suppliers and develop/maintain contracts Cost Effectiveness 104478
10278 4.2.2 Select suppliers and develop/maintain contracts Cost Effectiveness 104479
10278 4.2.2 Select suppliers and develop/maintain contracts Cost Effectiveness 103353
10278 4.2.2 Select suppliers and develop/maintain contracts Cost Effectiveness 103895
10278 4.2.2 Select suppliers and develop/maintain contracts Cost Effectiveness 103901
10278 4.2.2 Select suppliers and develop/maintain contracts Cost Effectiveness 103025
10278 4.2.2 Select suppliers and develop/maintain contracts Cost Effectiveness 103029
10278 4.2.2 Select suppliers and develop/maintain contracts Process Efficiency 103171
10278 4.2.2 Select suppliers and develop/maintain contracts Process Efficiency 104250
10378 6.3 Develop customer care/customer service strategy Cost Effectiveness 101668
10378 6.3 Develop customer care/customer service strategy Cost Effectiveness 101465
10378 6.3 Develop customer care/customer service strategy Cost Effectiveness 103234
10378 6.3 Develop customer care/customer service strategy Cost Effectiveness 103581
10378 6.3 Develop customer care/customer service strategy Cost Effectiveness 103585
10378 6.3 Develop customer care/customer service strategy Cost Effectiveness 103589
10378 6.3 Develop customer care/customer service strategy Cost Effectiveness 103593
10378 6.3 Develop customer care/customer service strategy Process Efficiency 100992
10379 6.4 Plan and manage customer service operations Cost Effectiveness 103047
10379 6.4 Plan and manage customer service operations Cost Effectiveness 103048
10379 6.4 Plan and manage customer service operations Cost Effectiveness 103049
10379 6.4 Plan and manage customer service operations Cost Effectiveness 103050
10379 6.4 Plan and manage customer service operations Cost Effectiveness 101729
10379 6.4 Plan and manage customer service operations Cost Effectiveness 101730
10379 6.4 Plan and manage customer service operations Cost Effectiveness 102932
10379 6.4 Plan and manage customer service operations Cost Effectiveness 100012
10379 6.4 Plan and manage customer service operations Cost Effectiveness 100403
10379 6.4 Plan and manage customer service operations Cost Effectiveness 100409
10379 6.4 Plan and manage customer service operations Cost Effectiveness 100410
10379 6.4 Plan and manage customer service operations Cost Effectiveness 100411
10379 6.4 Plan and manage customer service operations Cost Effectiveness 101634
10379 6.4 Plan and manage customer service operations Cost Effectiveness 101635
10379 6.4 Plan and manage customer service operations Cost Effectiveness 101636
10379 6.4 Plan and manage customer service operations Cost Effectiveness 101609
10379 6.4 Plan and manage customer service operations Cost Effectiveness 101526
10379 6.4 Plan and manage customer service operations Cost Effectiveness 101527
10379 6.4 Plan and manage customer service operations Cost Effectiveness 101640
10379 6.4 Plan and manage customer service operations Cost Effectiveness 101641
10379 6.4 Plan and manage customer service operations Cost Effectiveness 101756
10379 6.4 Plan and manage customer service operations Cost Effectiveness 101757
10379 6.4 Plan and manage customer service operations Cost Effectiveness 104152
10379 6.4 Plan and manage customer service operations Cost Effectiveness 104502
10379 6.4 Plan and manage customer service operations Cost Effectiveness 103727
10379 6.4 Plan and manage customer service operations Cost Effectiveness 103931
10379 6.4 Plan and manage customer service operations Cycle Time 100124
10379 6.4 Plan and manage customer service operations Cycle Time 100321
10379 6.4 Plan and manage customer service operations Cycle Time 103463
10379 6.4 Plan and manage customer service operations Cycle Time 104514
10379 6.4 Plan and manage customer service operations Process Efficiency 100020
10379 6.4 Plan and manage customer service operations Process Efficiency 101194
10379 6.4 Plan and manage customer service operations Process Efficiency 100729
10379 6.4 Plan and manage customer service operations Process Efficiency 100392
10379 6.4 Plan and manage customer service operations Process Efficiency 100393
10379 6.4 Plan and manage customer service operations Process Efficiency 100394
10379 6.4 Plan and manage customer service operations Process Efficiency 100320
10379 6.4 Plan and manage customer service operations Process Efficiency 101910
10379 6.4 Plan and manage customer service operations Process Efficiency 101911
10379 6.4 Plan and manage customer service operations Process Efficiency 101857
10379 6.4 Plan and manage customer service operations Process Efficiency 100898
10379 6.4 Plan and manage customer service operations Process Efficiency 100780
10379 6.4 Plan and manage customer service operations Process Efficiency 104192
10379 6.4 Plan and manage customer service operations Process Efficiency 102792
10379 6.4 Plan and manage customer service operations Process Efficiency 104561
10379 6.4 Plan and manage customer service operations Process Efficiency 103118
10379 6.4 Plan and manage customer service operations Process Efficiency 102721
10379 6.4 Plan and manage customer service operations Process Efficiency 102722
10379 6.4 Plan and manage customer service operations Process Efficiency 102103
10379 6.4 Plan and manage customer service operations Process Efficiency 102104
10379 6.4 Plan and manage customer service operations Process Efficiency 102129
10379 6.4 Plan and manage customer service operations Process Efficiency 102100
10379 6.4 Plan and manage customer service operations Process Efficiency 102603
10379 6.4 Plan and manage customer service operations Process Efficiency 102604
10379 6.4 Plan and manage customer service operations Process Efficiency 101852
10379 6.4 Plan and manage customer service operations Process Efficiency 101859
10379 6.4 Plan and manage customer service operations Process Efficiency 101860
10379 6.4 Plan and manage customer service operations Staff Productivity 104121
10379 6.4 Plan and manage customer service operations Staff Productivity 104123
10379 6.4 Plan and manage customer service operations Supplemental 101853
Information
10379 6.4 Plan and manage customer service operations Supplemental 101854
Information
10379 6.4 Plan and manage customer service operations Supplemental 101855
Information
10379 6.4 Plan and manage customer service operations Supplemental 101856
Information
10379 6.4 Plan and manage customer service operations Supplemental 102091
Information
10379 6.4 Plan and manage customer service operations Supplemental 102092
Information
10379 6.4 Plan and manage customer service operations Supplemental 102093
Information
10379 6.4 Plan and manage customer service operations Supplemental 102094
Information
10379 6.4 Plan and manage customer service operations Supplemental 102095
Information
10379 6.4 Plan and manage customer service operations Supplemental 102096
Information
10379 6.4 Plan and manage customer service operations Supplemental 102097
Information
10379 6.4 Plan and manage customer service operations Supplemental 102098
Information
10379 6.4 Plan and manage customer service operations Supplemental 102099
Information
10379 6.4 Plan and manage customer service operations Supplemental 104532
Information
10379 6.4 Plan and manage customer service operations Supplemental 104536
Information
10379 6.4 Plan and manage customer service operations Supplemental 104537
Information
10379 6.4 Plan and manage customer service operations Supplemental 104543
Information
10379 6.4 Plan and manage customer service operations Supplemental 104544
Information
10379 6.4 Plan and manage customer service operations Supplemental 104546
Information
10379 6.4 Plan and manage customer service operations Supplemental 104520
Information
10379 6.4 Plan and manage customer service operations Supplemental 104522
Information
10379 6.4 Plan and manage customer service operations Supplemental 104523
Information
10379 6.4 Plan and manage customer service operations Supplemental 104525
Information
10379 6.4 Plan and manage customer service operations Supplemental 104526
Information
10379 6.4 Plan and manage customer service operations Supplemental 102105
Information
10379 6.4 Plan and manage customer service operations Supplemental 102106
Information
10379 6.4 Plan and manage customer service operations Supplemental 102107
Information
10379 6.4 Plan and manage customer service operations Supplemental 102109
Information
10379 6.4 Plan and manage customer service operations Supplemental 102110
Information
10379 6.4 Plan and manage customer service operations Supplemental 102111
Information
10379 6.4 Plan and manage customer service operations Supplemental 102102
Information
10379 6.4 Plan and manage customer service operations Supplemental 105420
Information
10379 6.4 Plan and manage customer service operations Supplemental 105421
Information
10383 6.3.5 Establish service levels for customers Process Efficiency 103177
10387 6.4.2 Plan and manage customer service work force Process Efficiency 100735
10387 6.4.2 Plan and manage customer service work force Process Efficiency 100736
10403 6.8.3 Measure customer satisfaction with products and Process Efficiency 102602
services
10410 7.2 Recruit, source, and select employees Cost Effectiveness 103958
10410 7.2 Recruit, source, and select employees Cost Effectiveness 103877
10410 7.2 Recruit, source, and select employees Cost Effectiveness 104060
10410 7.2 Recruit, source, and select employees Cost Effectiveness 104067
10410 7.2 Recruit, source, and select employees Cost Effectiveness 104071
10410 7.2 Recruit, source, and select employees Cycle Time 100565
10410 7.2 Recruit, source, and select employees Cycle Time 100569
10410 7.2 Recruit, source, and select employees Cycle Time 100306
10410 7.2 Recruit, source, and select employees Cycle Time 100304
10410 7.2 Recruit, source, and select employees Process Efficiency 100801
10410 7.2 Recruit, source, and select employees Process Efficiency 100804
10410 7.2 Recruit, source, and select employees Process Efficiency 100807
10410 7.2 Recruit, source, and select employees Process Efficiency 101123
10410 7.2 Recruit, source, and select employees Process Efficiency 100869
10410 7.2 Recruit, source, and select employees Staff Productivity 105458
10410 7.2 Recruit, source, and select employees Staff Productivity 105459
10410 7.2 Recruit, source, and select employees Staff Productivity 105460
10410 7.2 Recruit, source, and select employees Staff Productivity 100493
10410 7.2 Recruit, source, and select employees Staff Productivity 101348
10469 7.3.1 Manage employee orientation and deployment Cost Effectiveness 104566
10469 7.3.1 Manage employee orientation and deployment Cost Effectiveness 104571
10493 7.3.4.5 Develop, conduct, and manage employee and/or Supplemental 102247
management training programs Information
10493 7.3.4.5 Develop, conduct, and manage employee and/or Supplemental 102248
management training programs Information
10493 7.3.4.5 Develop, conduct, and manage employee and/or Supplemental 102249
management training programs Information
10493 7.3.4.5 Develop, conduct, and manage employee and/or Supplemental 102253
management training programs Information
10493 7.3.4.5 Develop, conduct, and manage employee and/or Supplemental 102254
management training programs Information
10493 7.3.4.5 Develop, conduct, and manage employee and/or Supplemental 102780
management training programs Information
10493 7.3.4.5 Develop, conduct, and manage employee and/or Supplemental 102783
management training programs Information
10493 7.3.4.5 Develop, conduct, and manage employee and/or Supplemental 102786
management training programs Information
10494 7.5.1 Develop and manage reward, recognition, and Cost Effectiveness 100109
motivation programs
10494 7.5.1 Develop and manage reward, recognition, and Process Efficiency 102321
motivation programs
10494 7.5.1 Develop and manage reward, recognition, and Process Efficiency 102292
motivation programs
10494 7.5.1 Develop and manage reward, recognition, and Process Efficiency 102608
motivation programs
10563 8.1 Manage the business of information technology Cost Effectiveness 105002
10563 8.1 Manage the business of information technology Cost Effectiveness 103725
10563 8.1 Manage the business of information technology Cost Effectiveness 103759
10563 8.1 Manage the business of information technology Cost Effectiveness 101706
10563 8.1 Manage the business of information technology Cost Effectiveness 101503
10563 8.1 Manage the business of information technology Cost Effectiveness 101697
10563 8.1 Manage the business of information technology Cost Effectiveness 101494
10563 8.1 Manage the business of information technology Cost Effectiveness 101622
10563 8.1 Manage the business of information technology Cost Effectiveness 103295
10563 8.1 Manage the business of information technology Cost Effectiveness 103310
10563 8.1 Manage the business of information technology Cost Effectiveness 102943
10563 8.1 Manage the business of information technology Cost Effectiveness 102963
10563 8.1 Manage the business of information technology Cycle Time 103433
10563 8.1 Manage the business of information technology Cycle Time 103437
10563 8.1 Manage the business of information technology Process Efficiency 100831
10563 8.1 Manage the business of information technology Process Efficiency 100834
10563 8.1 Manage the business of information technology Process Efficiency 104681
10564 8.2 Develop and manage IT customer relationships Cost Effectiveness 102898
10564 8.2 Develop and manage IT customer relationships Cost Effectiveness 103639
10564 8.2 Develop and manage IT customer relationships Cost Effectiveness 101483
10564 8.2 Develop and manage IT customer relationships Cost Effectiveness 101618
10564 8.2 Develop and manage IT customer relationships Cost Effectiveness 101686
10564 8.2 Develop and manage IT customer relationships Cost Effectiveness 105006
10564 8.2 Develop and manage IT customer relationships Process Efficiency 100830
10566 8.5 Develop and maintain information technology Cost Effectiveness 105005
solutions
10566 8.5 Develop and maintain information technology Cost Effectiveness 104353
solutions
10566 8.5 Develop and maintain information technology Cost Effectiveness 101685
solutions
10566 8.5 Develop and maintain information technology Cost Effectiveness 101617
solutions
10566 8.5 Develop and maintain information technology Cost Effectiveness 101482
solutions
10566 8.5 Develop and maintain information technology Cost Effectiveness 103257
solutions
10566 8.5 Develop and maintain information technology Cycle Time 100335
solutions
10566 8.5 Develop and maintain information technology Cycle Time 100336
solutions
10566 8.5 Develop and maintain information technology Cycle Time 100348
solutions
10566 8.5 Develop and maintain information technology Cycle Time 100353
solutions
10566 8.5 Develop and maintain information technology Cycle Time 100357
solutions
10566 8.5 Develop and maintain information technology Cycle Time 103429
solutions
10566 8.5 Develop and maintain information technology Cycle Time 103431
solutions
10566 8.5 Develop and maintain information technology Cycle Time 103421
solutions
10566 8.5 Develop and maintain information technology Cycle Time 103424
solutions
10566 8.5 Develop and maintain information technology Cycle Time 103410
solutions
10566 8.5 Develop and maintain information technology Cycle Time 103412
solutions
10566 8.5 Develop and maintain information technology Cycle Time 103414
solutions
10566 8.5 Develop and maintain information technology Cycle Time 103416
solutions
10566 8.5 Develop and maintain information technology Cycle Time 103417
solutions
10566 8.5 Develop and maintain information technology Cycle Time 105065
solutions
10566 8.5 Develop and maintain information technology Cycle Time 105066
solutions
10566 8.5 Develop and maintain information technology Process Efficiency 100249
solutions
10566 8.5 Develop and maintain information technology Process Efficiency 100891
solutions
10566 8.5 Develop and maintain information technology Process Efficiency 101307
solutions
10566 8.5 Develop and maintain information technology Process Efficiency 102122
solutions
10566 8.5 Develop and maintain information technology Process Efficiency 102409
solutions
10566 8.5 Develop and maintain information technology Process Efficiency 102412
solutions
10566 8.5 Develop and maintain information technology Process Efficiency 102212
solutions
10566 8.5 Develop and maintain information technology Process Efficiency 105063
solutions
10568 8.7 Deliver and support information technology Cost Effectiveness 104670
services
10568 8.7 Deliver and support information technology Cost Effectiveness 104682
services
10568 8.7 Deliver and support information technology Cost Effectiveness 104683
services
10568 8.7 Deliver and support information technology Cost Effectiveness 101678
services
10568 8.7 Deliver and support information technology Cost Effectiveness 101613
services
10568 8.7 Deliver and support information technology Cost Effectiveness 101475
services
10568 8.7 Deliver and support information technology Cost Effectiveness 102885
services
10568 8.7 Deliver and support information technology Cost Effectiveness 103612
services
10568 8.7 Deliver and support information technology Cycle Time 100333
services
10568 8.7 Deliver and support information technology Process Efficiency 100827
services
10568 8.7 Deliver and support information technology Process Efficiency 101300
services
10568 8.7 Deliver and support information technology Process Efficiency 102674
services
10568 8.7 Deliver and support information technology Process Efficiency 102675
services
10568 8.7 Deliver and support information technology Process Efficiency 102676
services
10568 8.7 Deliver and support information technology Process Efficiency 102678
services
10568 8.7 Deliver and support information technology Process Efficiency 102679
services
10575 8.1.5 Evaluate and communicate IT business value and Cost Effectiveness 104653
performance
10575 8.1.5 Evaluate and communicate IT business value and Cost Effectiveness 104671
performance
10575 8.1.5 Evaluate and communicate IT business value and Process Efficiency 104647
performance
10575 8.1.5 Evaluate and communicate IT business value and Process Efficiency 104648
performance
10575 8.1.5 Evaluate and communicate IT business value and Staff Productivity 104677
performance
10578 8.2.1 Develop IT services and solutions strategy Cost Effectiveness 104672
10578 8.2.1 Develop IT services and solutions strategy Cycle Time 104643
10578 8.2.1 Develop IT services and solutions strategy Cycle Time 104644
10578 8.2.1 Develop IT services and solutions strategy Process Efficiency 104658
10578 8.2.1 Develop IT services and solutions strategy Process Efficiency 104659
10578 8.2.1 Develop IT services and solutions strategy Process Efficiency 104652
10578 8.2.1 Develop IT services and solutions strategy Staff Productivity 104678
10583 8.4.1 Develop information and content management Cost Effectiveness 103641
strategies
10583 8.4.1 Develop information and content management Cost Effectiveness 103263
strategies
10583 8.4.1 Develop information and content management Cost Effectiveness 101484
strategies
10583 8.4.1 Develop information and content management Cost Effectiveness 101619
strategies
10583 8.4.1 Develop information and content management Cost Effectiveness 101687
strategies
10583 8.4.1 Develop information and content management Process Efficiency 101304
strategies
10584 8.4.2 Define the enterprise information architecture Cost Effectiveness 101672
10584 8.4.2 Define the enterprise information architecture Cost Effectiveness 101612
10584 8.4.2 Define the enterprise information architecture Cost Effectiveness 101469
10584 8.4.2 Define the enterprise information architecture Cost Effectiveness 103238
10584 8.4.2 Define the enterprise information architecture Cost Effectiveness 103597
10584 8.4.2 Define the enterprise information architecture Process Efficiency 101297
10586 8.4.4 Perform enterprise data and content management Cost Effectiveness 101509
10586 8.4.4 Perform enterprise data and content management Cost Effectiveness 101712
10586 8.4.4 Perform enterprise data and content management Cost Effectiveness 101629
10586 8.4.4 Perform enterprise data and content management Cost Effectiveness 102983
10586 8.4.4 Perform enterprise data and content management Cost Effectiveness 103326
10586 8.4.4 Perform enterprise data and content management Process Efficiency 101326
10728 9.1 Perform planning and management accounting Cost Effectiveness 105135
10728 9.1 Perform planning and management accounting Cost Effectiveness 105145
10728 9.1 Perform planning and management accounting Cost Effectiveness 105138
10728 9.1 Perform planning and management accounting Cost Effectiveness 103802
10728 9.1 Perform planning and management accounting Cost Effectiveness 103989
10728 9.1 Perform planning and management accounting Cost Effectiveness 103065
10728 9.1 Perform planning and management accounting Cost Effectiveness 103067
10728 9.1 Perform planning and management accounting Process Efficiency 101089
10728 9.1 Perform planning and management accounting Process Efficiency 101172
10730 9.3 Perform general accounting and reporting Cost Effectiveness 103550
10730 9.3 Perform general accounting and reporting Cost Effectiveness 103552
10730 9.3 Perform general accounting and reporting Cost Effectiveness 103554
10730 9.3 Perform general accounting and reporting Cycle Time 100613
10730 9.3 Perform general accounting and reporting Process Efficiency 100981
10733 9.6 Process accounts payable and expense Cost Effectiveness 104825
reimbursements
10733 9.6 Process accounts payable and expense Cost Effectiveness 104829
reimbursements
10733 9.6 Process accounts payable and expense Cost Effectiveness 104833
reimbursements
10733 9.6 Process accounts payable and expense Cost Effectiveness 104834
reimbursements
10733 9.6 Process accounts payable and expense Cost Effectiveness 104835
reimbursements
10741 9.1.4 Evaluate and manage financial performance Cost Effectiveness 101555
10741 9.1.4 Evaluate and manage financial performance Cost Effectiveness 103282
10741 9.1.4 Evaluate and manage financial performance Cost Effectiveness 102921
10741 9.1.4 Evaluate and manage financial performance Cost Effectiveness 103677
10741 9.1.4 Evaluate and manage financial performance Cost Effectiveness 103679
10741 9.1.4 Evaluate and manage financial performance Cost Effectiveness 104151
10741 9.1.4 Evaluate and manage financial performance Cycle Time 100616
10741 9.1.4 Evaluate and manage financial performance Cycle Time 100617
10741 9.1.4 Evaluate and manage financial performance Cycle Time 100618
10741 9.1.4 Evaluate and manage financial performance Process Efficiency 101019
10741 9.1.4 Evaluate and manage financial performance Staff Productivity 103159
10751 9.4.1 Perform capital planning and project approval Cost Effectiveness 101603
10751 9.4.1 Perform capital planning and project approval Cost Effectiveness 100008
10751 9.4.1 Perform capital planning and project approval Cost Effectiveness 103064
10751 9.4.1 Perform capital planning and project approval Cost Effectiveness 103325
10751 9.4.1 Perform capital planning and project approval Cost Effectiveness 103801
10751 9.4.1 Perform capital planning and project approval Cost Effectiveness 105141
10751 9.4.1 Perform capital planning and project approval Cycle Time 100586
10751 9.4.1 Perform capital planning and project approval Process Efficiency 100009
10751 9.4.1 Perform capital planning and project approval Process Efficiency 101086
10751 9.4.1 Perform capital planning and project approval Process Efficiency 105133
10751 9.4.1 Perform capital planning and project approval Supplemental 102019
Information
10755 9.5.3 Manage and process payroll taxes Cost Effectiveness 105269
10755 9.5.3 Manage and process payroll taxes Cost Effectiveness 105271
10755 9.5.3 Manage and process payroll taxes Cost Effectiveness 101605
10755 9.5.3 Manage and process payroll taxes Cost Effectiveness 103019
10755 9.5.3 Manage and process payroll taxes Cost Effectiveness 103020
10755 9.5.3 Manage and process payroll taxes Cost Effectiveness 103883
10755 9.5.3 Manage and process payroll taxes Cost Effectiveness 103885
10755 9.5.3 Manage and process payroll taxes Cycle Time 100534
10755 9.5.3 Manage and process payroll taxes Process Efficiency 101120
10755 9.5.3 Manage and process payroll taxes Process Efficiency 101128
10762 9.9.1 Establish internal controls, policies, and procedures Cost Effectiveness 103161
10762 9.9.1 Establish internal controls, policies, and procedures Cost Effectiveness 103673
10762 9.9.1 Establish internal controls, policies, and procedures Cost Effectiveness 103280
10762 9.9.1 Establish internal controls, policies, and procedures Cost Effectiveness 101554
10762 9.9.1 Establish internal controls, policies, and procedures Process Efficiency 101018
10762 9.9.1 Establish internal controls, policies, and procedures Supplemental 102006
Information
10762 9.9.1 Establish internal controls, policies, and procedures Supplemental 102312
Information
10762 9.9.1 Establish internal controls, policies, and procedures Supplemental 102313
Information
10762 9.9.1 Establish internal controls, policies, and procedures Supplemental 102112
Information
10762 9.9.1 Establish internal controls, policies, and procedures Supplemental 102113
Information
10762 9.9.1 Establish internal controls, policies, and procedures Supplemental 102114
Information
10762 9.9.1 Establish internal controls, policies, and procedures Supplemental 102115
Information
10762 9.9.1 Establish internal controls, policies, and procedures Supplemental 102373
Information
10762 9.9.1 Establish internal controls, policies, and procedures Supplemental 102374
Information
10763 9.9.2 Operate controls and monitor compliance with Cost Effectiveness 101568
internal controls policies and procedures
10763 9.9.2 Operate controls and monitor compliance with Cost Effectiveness 102969
internal controls policies and procedures
10763 9.9.2 Operate controls and monitor compliance with Cost Effectiveness 103315
internal controls policies and procedures
10763 9.9.2 Operate controls and monitor compliance with Cycle Time 100140
internal controls policies and procedures
10763 9.9.2 Operate controls and monitor compliance with Cycle Time 100144
internal controls policies and procedures
10763 9.9.2 Operate controls and monitor compliance with Cycle Time 100148
internal controls policies and procedures
10763 9.9.2 Operate controls and monitor compliance with Cycle Time 100608
internal controls policies and procedures
10763 9.9.2 Operate controls and monitor compliance with Process Efficiency 101070
internal controls policies and procedures
10763 9.9.2 Operate controls and monitor compliance with Process Efficiency 101375
internal controls policies and procedures
10763 9.9.2 Operate controls and monitor compliance with Process Efficiency 101424
internal controls policies and procedures
10763 9.9.2 Operate controls and monitor compliance with Process Efficiency 102392
internal controls policies and procedures
10763 9.9.2 Operate controls and monitor compliance with Supplemental 102398
internal controls policies and procedures Information
10763 9.9.2 Operate controls and monitor compliance with Supplemental 102401
internal controls policies and procedures Information
10763 9.9.2 Operate controls and monitor compliance with Supplemental 103173
internal controls policies and procedures Information
10763 9.9.2 Operate controls and monitor compliance with Supplemental 102016
internal controls policies and procedures Information
10763 9.9.2 Operate controls and monitor compliance with Supplemental 101912
internal controls policies and procedures Information
11208 9.8.5 Monitor and execute risk and hedging transactions Cost Effectiveness 104817
11208 9.8.5 Monitor and execute risk and hedging transactions Staff Productivity 104821
11208 9.8.5 Monitor and execute risk and hedging transactions Staff Productivity 104813
11220 8.3 Develop and implement security, privacy, and data Cost Effectiveness 105001
protection controls
11220 8.3 Develop and implement security, privacy, and data Supplemental 105219
protection controls Information
11220 8.3 Develop and implement security, privacy, and data Supplemental 104991
protection controls Information
11740 2.1.4 Manage product and service master data Supplemental 105244
Information
11740 2.1.4 Manage product and service master data Supplemental 105245
Information
19696 2.1 Govern and manage product/service development Cost Effectiveness 105521
program
19696 2.1 Govern and manage product/service development Process Efficiency 105213
program
19698 2.2 Generate and define new product/service ideas Cost Effectiveness 105522
19698 2.2 Generate and define new product/service ideas Cost Effectiveness 105468
19698 2.2 Generate and define new product/service ideas Cost Effectiveness 105469
19698 2.2 Generate and define new product/service ideas Process Efficiency 105463
19698 2.2 Generate and define new product/service ideas Supplemental 105225
Information
19698 2.2 Generate and define new product/service ideas Supplemental 105220
Information
19993 2.3.1 Design and prototype products and services Cost Effectiveness 105523
19993 2.3.1 Design and prototype products and services Cost Effectiveness 105467
19993 2.3.1 Design and prototype products and services Supplemental 105221
Information
19993 2.3.1 Design and prototype products and services Supplemental 105226
Information
19996 2.3.2 Test market for new or revised products and Cost Effectiveness 105471
services
19996 2.3.2 Test market for new or revised products and Cost Effectiveness 105524
services
19996 2.3.2 Test market for new or revised products and Supplemental 105227
services Information
19996 2.3.2 Test market for new or revised products and Supplemental 105222
services Information
Fixed cost to perform the function "develop and (Total annual cost for new product/service dollars
manage products and services" per $1,000 development * 0.01 * Percentage of total annual
revenue cost for new product/service development
allocated to fixed cost) / (Total business entity
revenue * 0.0010)
Variable cost to perform the function "develop and (Total annual cost for new product/service dollars
manage products and services" per $1,000 development * 0.01 * Percentage of total annual
revenue cost for new product/service development
allocated to variable cost) / (Total business entity
revenue * 0.0010)
Budget for research and development (R&D) as a (Budget for research and development (R&D) / percent
percentage of revenue Total business entity revenue) * 100.0
Average project cost from the start of the design Average project cost from the start of the design dollars
and develop products/services process through the and develop products/services process through the
support product manufacturing or service delivery support product manufacturing or service delivery
process for existing product/service extension process for existing product/service extension
projects projects
Average project cost from the start of the design Average project cost from the start of the design dollars
and develop products/services process through the and develop products/services process through the
support product manufacturing or service delivery support product manufacturing or service delivery
process for existing product/service extension process for existing product/service extension
projects per $1,000 revenue projects / (Total business entity revenue * 0.0010)
Average project cost of existing product/service Average project cost from the start of the design dollars
improvements and extensions from start of design and develop products/services process through the
and develop product/service process through support product manufacturing or service delivery
support product manufacturing or service delivery process for existing product/service improvement
process projects
Average project cost from the start of the design Average project cost from the start of the design dollars
and develop products/services process through the and develop products/services process through the
support product manufacturing or service delivery support product manufacturing or service delivery
process for existing product/service improvement process for existing product/service improvement
projects per $1,000 revenue projects / (Total business entity revenue * 0.0010)
Average project cost of new product/service Average project cost from the start of the design dollars
developments from start of design and develop and develop products/services process through the
product/service process through support product support product manufacturing or service delivery
manufacturing or service delivery process process for new product/service development
projects
Cost of existing product/service extension Cost of new product/service opportunities from dollars
opportunities per $1,000 revenue existing product/service extensions / (Total
business entity revenue * 0.0010)
Cost of existing product/service extension Cost of new product/service opportunities from dollars
opportunities per product/service extensions existing product/service extensions / Number of
opportunity product/service opportunities that are existing
product/service extensions
Cost of existing product/service improvement Cost of new product/service opportunities from dollars
opportunities per $1,000 revenue existing product/service improvements / (Total
business entity revenue * 0.0010)
Cost of existing product/service improvement Cost of new product/service opportunities from dollars
opportunities per product/service improvement existing product/service improvements / Number of
opportunity product/service opportunities that are existing
product/service improvements
Cost of new product/service development Cost of new product/service opportunities from dollars
opportunities per $1,000 revenue new product/service developments / (Total
business entity revenue * 0.0010)
Cost of new product/service development Cost of new product/service opportunities from dollars
opportunities per new product/service opportunity new product/service developments / Number of
product/service opportunities that are new
product/service developments
Outsourced cost to generate new product/service Outsourced cost to generate new product/service dollars
ideas per new product/service opportunity ideas / Total number of product/service
opportunities
Other cost to generate new product/service ideas Costs other than personnel, systems, overhead, dollars
per new product/service opportunity and outsourced to generate new product/service
ideas / Total number of product/service
opportunities
Overhead cost to generate new product/service Overhead cost to generate new product/service dollars
ideas per new product/service opportunity ideas / Total number of product/service
opportunities
Percentage growth in R&D cost over the past three ((Costs of research and development (R&D) - percent
reporting periods 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
Personnel cost to generate new product/service Personnel cost to generate new product/service dollars
ideas per new product/service opportunity ideas / Total number of product/service
opportunities
Research and development (R&D) budget per R&D Budget for research and development (R&D) / dollars
FTE Number of FTEs who perform research and
development (R&D)
Systems cost to generate new product/service Systems cost to generate new product/service dollars
ideas per new product/service opportunity ideas / Total number of product/service
opportunities
Total cost to perform product development per (Total cost to generate new product/service ideas + dollars
$1,000 revenue 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)
Research and development (R&D) cost per $1,000 Costs of research and development (R&D) / (Total dollars
revenue business entity revenue * 0.0010)
Research and development (R&D) cost related to ((Percentage of research and development (R&D) dollars
new product development projects per $1,000 cost related to new product development projects *
revenue 0.010) * Costs of research and development (R&D))
/ (Total business entity revenue * 0.001)
Research and development (R&D) cost related to ((Percentage of research and development (R&D) dollars
product improvements and extensions per $1,000 cost related to new product development projects *
revenue -0.01 + 1) * Costs of research and development
(R&D)) / (Total business entity revenue * 0.0010)
Systems cost to support product manufacturing or Systems cost to support product manufacturing or dollars
service delivery per project that exits or completes service delivery / Number of projects that exit or
the test market products/services phase complete the test market products/services phase
Total R&D cost as a percentage of revenue over the (Research and development (R&D) costs over the percent
past three reporting periods past three reporting periods / Total revenue over
the past three reporting periods) * 100.0
Average time-to-market in days for all products Average time-to-market in days for all products days
(including product improvements and extensions)
Average time-to-profitability in months for existing Average time-to-profitability in months for existing months
product/service improvement and extension product/service improvement projects
projects
Average time-to-profitability in months for new Average time-to-profitability in months for new months
product/service development projects product/service development projects
Cycle time in days from the start of the design and Cycle time in days from the start of the design and days
develop products/services process through the develop products/services process through the
completion of the test market for products/services completion of the test market for products/services
for existing product/service extension projects for existing product/service extension projects
Cycle time in days from start of design and Cycle time in days from the start of the design and days
develop product/service through completion of test develop products/services process through the
market product/service for existing product/service completion of the test market products/services
improvement and extension projects process for existing product/service improvement
projects
Cycle time in days from start of design and Cycle time in days from the start of the design and days
develop product/service through completion of test develop products/services process through the
market product/service for new product/service completion of the test market products/services
development projects process for new product/service development
projects
Ratio of the total numbers of projects to pre-design Total number of projects / Total number of concepts projects
concepts in the pre-design phase
Percentage of product/service development Percentage of new product/service development percent
projects launched as commercial products/services projects that are commercially launched
annually
Research and development (R&D) FTEs as a (Number of FTEs who perform research and percent
percentage of total business entity FTEs development (R&D) / Number of business entity
FTEs) * 100.0
Percentage of revenue from product/services Percentage of revenue from products/services percent
launched in the past year launched in the last 12-month reporting period
Percentage of new product/service development Percentage of new product/service development percent
projects launched on budget projects launched on budget
Percentage of new product/service development Percentage of new product/service development percent
projects launched on time projects launched on time
Percentage of new idea development from internal Percentage of new ideas from internal sources percent
sources
Number of newly launched products/services per (Total number of projects * Percentage of new products/services
FTE (including external) that performs the function product/service development projects that are
"develop and manage products and services" commercially launched * 0.01) / Number of FTEs
who develop and manage products and services
Number of research and development (R&D) FTEs Number of FTEs who perform research and FTEs
per $1 billion revenue development (R&D) / (Total business entity
revenue * .000000001)
Percentage of employees tasked with at least one Percentage of employees tasked with at least one percent
innovation goal innovation goal
Number of new product/service development Number of product/service opportunities that are concepts
concepts per FTE that performs the phase new product/service developments / Number of
'generate new product/service ideas' FTEs who generate new product/service ideas
Number of product/service extensions generated Number of product/service opportunities that are extensions
per generate new product/service ideas FTE existing product/service extensions / Number of
FTEs who generate new product/service ideas
Percentage of external ideas from consultants Percentage of external ideas from consultants percent
Percentage of external ideas from other sources Percentage of external ideas from other sources percent
Percentage of external ideas from partners Percentage of external ideas from partners percent
Percentage of external ideas from suppliers Percentage of external ideas from suppliers percent
Percentage of R&D cost related to new product Percentage of research and development (R&D) percent
development projects cost related to new product development projects
Percentage of R&D cost related to product (100 - Percentage of research and development percent
improvements and extensions (R&D) cost related to new product development
projects)
Research and development (R&D) cost as a (Costs of research and development (R&D) / Total percent
percentage of revenue business entity revenue) * 100.0
Percentage of new ideas from external sources Percentage of new ideas from external sources percent
Percentage of active customers who transact via Percentage of active customers who transact via percent
an electronic marketplace an electronic marketplace
Marketing, sales, and R&D FTEs as a percentage of ((Number of FTEs who perform the marketing percent
total business entity FTEs 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
Value of sales order line items not fulfilled due to Total value of sales order line items lost due to lack dollars
stockouts per $1 million revenue of production capacity/stockouts / (Total business
entity revenue * 0.0000010)
Number of marketing FTEs per $1 billion in revenue Number of FTEs who perform the marketing FTEs
function / (Total business entity revenue *
0.000000001)
Number of sales FTEs per $1 billion in revenue Number of FTEs who perform the sales function / FTEs
(Total business entity revenue * 0.000000001)
Percentage of customer accounts set up for (Customer accounts set up for EDI to submit sales percent
electronic data interchange (EDI) orders / Number of customers in the customer
master file) * 100.0
Customer retention rate Customer retention rate for all customers percent
Marketing FTEs as a percentage of total business (Number of FTEs who perform the marketing percent
entity FTEs function/Number of business entity FTEs)*100
Revenue received from orders through a direct (Revenue received from orders through a direct percent
connection to the system as a percentage of total connection to the system / Total business entity
business entity revenue revenue) * 100.0
Revenue received from EDI orders as a percentage (Revenue received from EDI orders / Total business percent
of total business entity revenue entity revenue) * 100.0
Revenue received from email orders as a (Revenue received from email orders / Total percent
percentage of total business entity revenue business entity revenue) * 100.0
Revenue received from fax and mail orders as a (Revenue received from fax and mail orders / Total percent
percentage of total business entity revenue business entity revenue) * 100.0
Revenue received from internet orders as a (Revenue received from internet orders / Total percent
percentage of total business entity revenue business entity revenue) * 100.0
Revenue received from orders through other (Revenue received from orders through other percent
methods as a percentage of total business entity methods / Total business entity revenue) * 100.0
revenue
Revenue received from telephone orders as a (Revenue received from telephone orders / Total percent
percentage of total business entity revenue business entity revenue) * 100.0
Revenue received from WAP orders as a (Revenue received from WAP orders / Total percent
percentage of total business entity revenue business entity revenue) * 100.0
Percentage of active customers that are profitable Percentage of active customers that are profitable percent
Total service center in-house cost per volume unit CUSTOM dollars
Personnel cost for the business entity per business Personnel cost for all employees / Number of dollars
entity employee business entity employees
Personnel cost to perform the HR function per (Total cost to perform the function "develop and dollars
$1,000 revenue 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)
Personnel cost to perform the HR function per (Total cost to perform the function "develop and dollars
business entity FTE 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
Personnel cost to perform the HR function per (Total cost to perform the function "develop and dollars
business entity employee 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
Systems cost to perform the HR function per (Total cost to perform the function "develop and dollars
$1,000 revenue 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)
Total cost to perform the HR function per business Total cost to perform the function "develop and dollars
entity FTE manage human capital" / Number of business
entity FTEs
Internal cost to perform HR administration Internal cost for HR administration / (Total business dollars
activities per $1,000 revenue entity revenue * 0.0010)
Internal cost to perform HR administration Internal cost for HR administration / Number of dollars
activities per business entity employee business entity employees
Total budget for the HR function per $1,000 Budget to perform the function "develop and dollars
revenue manage human capital" / (Total business entity
revenue*.001)
Total budget for the HR function per business entity Budget to perform the function "develop and dollars
FTE manage human capital" / Number of business
entity FTEs
Budget for the HR function per business entity Budget to perform the function "develop and dollars
employee manage human capital" / Number of business
entity employees
Total business entity personnel cost per $1,000 Personnel cost for all employees / (Total business dollars
revenue entity revenue * .001)
Total customers (employees + retirees) per total (Total employee headcount served by shared customers
HR headcount services organization + Total retiree headcount
served by shared services organization) / Total HR
headcount for overall HR organization
Total company employees per HRIS headcount Total employee headcount served by shared employees
services organization / HRIS headcount for overall
HR organization
Total company employees per talent acquisition Total employee headcount served by shared employees
CoE headcount services organization / Talent acquisition CoE
headcount for entire shared services operation
Total company employees per talent management Total employee headcount served by shared employees
CoE headcount services organization / Talent management CoE
headcount for entire shared services operation
Total company employees per compensation CoE Total employee headcount served by shared employees
headcount services organization / Compensation CoE
headcount for entire shared services operation
Total company employees per benefits CoE Total employee headcount served by shared employees
headcount services organization / Benefits CoE headcount for
entire shared services operation
Total company employees per employee and labor Total employee headcount served by shared employees
relations CoE headcount services organization / Employee and labor
relations CoE headcount for entire shared services
operation
Percentage of business entity employees who are (Number of employees between 25 and 30 years percent
at least 25 but less than 30 years old old / Number of business entity employees) * 100.0
Percentage of business entity employees who are (Number of employees between 30 and 35 years percent
at least 30 but less than 35 years old old / Number of business entity employees) * 100.0
Percentage of business entity employees who are (Number of employees between 35 and 40 years percent
at least 35 but less than 40 years old old / Number of business entity employees) * 100.0
Percentage of business entity employees who are (Number of employees between 40 and 45 years percent
at least 40 but less than 45 years old old / Number of business entity employees) * 100.0
Percentage of business entity employees who are (Number of employees between 45 and 50 years percent
at least 45 but less than 50 years old old / Number of business entity employees) * 100.0
Percentage of business entity employees who are (Number of employees between 50 and 55 years percent
at least 50 but less than 55 years old old / Number of business entity employees) * 100.0
Percentage of business entity employees who are (Number of employees between 55 and 60 years percent
at least 55 but less than 60 years old old / Number of business entity employees) * 100.0
Percentage of business entity employees who are (Number of employees less than 25 years old / percent
less than 25 years old Number of business entity employees) * 100.0
Percentage of business entity employees with less ((Number of employees employed less than 1 year percent
than 5 years of tenure + Number of employees employed between 1 and
5 years) / Number of business entity employees) *
100.0
Other cost to perform the HR function as a (Costs other than personnel, systems, overhead, percent
percentage of the total cost to perform the function and outsourced to perform the function "develop
and manage human capital" / Total cost to perform
the function "develop and manage human capital")
* 100.0
Outsourced cost to perform the HR function as a Percentage of cost to perform the HR function percent
percentage of total HR function cost allocated to external costs
Overhead cost to perform the HR function as a (Overhead cost to perform the function "develop percent
percentage of the total cost to perform the function and manage human capital" / Total cost to perform
the function "develop and manage human capital")
* 100.0
Systems cost to perform the HR function as a ((Total cost to perform the function "develop and percent
percentage of total HR function cost 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
Personnel cost for middle management or (Personnel cost for all middle percent
specialist as a percentage of total business entity management/specialist employees / Personnel cost
personnel cost for all employees) * 100
Portal hits per 1,000 employees for North American Number of portal hits for North American center / portal hits
Shared Services Center (Total employee headcount served by shared
services organization * 0.001)
Total cost of IT development and maintenance, (Total cost to perform the process "develop dollars
including depreciation/amortization, per $1,000 information and content management strategies"
revenue + 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)
Total cost of IT planning and management, (Total cost to perform the process group "manage dollars
including depreciation/amortization, per $1,000 the business of IT" + Total cost to perform the
revenue 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)
IT expense, including depreciation/amortization, IT costs during the past year / Number of business dollars
per employee entity employees
Total IT budget, including (IT budget, including depreciation/amortization, for percent
depreciation/amortization, as a percentage of the past year / Total business entity revenue) *
revenue 100.0
Total IT budget, including IT budget, including depreciation/amortization, for dollars
depreciation/amortization, per employee the past year / Number of business entity
employees
Total IT budget, including IT budget, including depreciation/amortization, for dollars
depreciation/amortization, per business entity FTE the past year / Number of business entity FTEs
Total IT cost, including depreciation/amortization, IT costs during the past year / (Total business dollars
per $1,000 revenue entity revenue * 0.0010)
Total IT cost, including depreciation/amortization, IT costs during the past year / Number of business dollars
per business entity FTE entity FTEs
Other cost to perform the function "manage (Total annual IT cost (excluding Dollars
information technology", excluding depreciation/amortization) * Percentage of total IT
depreciation/amortization, per $1,000 revenue cost (excluding depreciation/amortization)
allocated to IT operating cost * Percentage of IT
operating cost (excluding
depreciation/amortization) allocated to costs other
than internal/external personnel, hardware,
software, data/voice networks, or
facilities/overhead *.0001) / (Total business entity
revenue * 0.0010)
Personnel cost to perform the function "manage (Total annual IT cost (excluding Dollars
information technology", excluding depreciation/amortization) * Percentage of total IT
depreciation/amortization, per $1,000 revenue cost (excluding depreciation/amortization)
allocated to IT operating cost * (Percentage of IT
operating cost (excluding
depreciation/amortization) allocated to internal
personnel + Percentage of IT operating cost
(excluding depreciation/amortization) allocated to
external personnel)*.0001) / (Total business entity
revenue * 0.0010)
Systems cost to perform the function "manage (Total annual IT cost (excluding Dollars
information technology", excluding depreciation/amortization) * Percentage of total IT
depreciation/amortization, per $1,000 revenue cost (excluding depreciation/amortization)
allocated to IT operating cost * (Percentage of IT
operating cost (excluding
depreciation/amortization) allocated to hardware +
Percentage of IT operating cost (excluding
depreciation/amortization) allocated to software +
Percentage of IT operating cost (excluding
depreciation/amortization) allocated to data and
voice networks)*.0001) / (Total business entity
revenue * 0.0010)
Average IT budget variance for application Average budget variance for application Percent
development and maintenance projects development and maintenance projects
Time-to-market (build-to-launch) in months for Average build-to-launch time in months for major months
major new/enhanced IT services investments less new or enhanced IT services in the investment
than $100,000 USD level of less than $100,000 USD
Time-to-market (build-to-launch) in months for Average build-to-launch time in months for major months
major new/enhanced IT services investments new or enhanced IT services in the investment
between $100,000 and $250,000 USD level of $100,000-$250,000 USD
Time in months to break even for new or enhanced Time in months to break even for new or enhanced months
IT services for investments less than $100,000 IT services for investments less than $100,000
Time in months to break even for new or enhanced Time to break even for new or enhanced IT months
IT services for investments greater than $100 services with an investment level more than $100
million million
Time in months to break even for new or enhanced Time in months to break even for new or enhanced months
IT services for investments between $1 million and IT services for investments between $ 1 million and
$100 million $100 million
Number of FTEs that perform IT operations per $1 (Number of FTEs who perform the function FTEs
billion revenue "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)
Number of FTEs that perform IT processes per $1 Number of FTEs who perform the function "manage FTEs
billion revenue information technology"/(Total business entity
revenue * 0.0000000010)
Average schedule variance for application Average schedule variance for application Percent
development and maintenance projects development and maintenance projects
Number of applications in the enterprise portfolio Applications are in the enterprise application Applications
per $1 billion in revenue portfolio/(Total business entity revenue *
0.000000001)
Average number of function points delivered per Average number of function points delivered per Function Points
application development FTE application development FTE
Average number of function points delivered per Average number of function points delivered per Function Points
application support FTE application support FTE
Number of end users serviced by the IT function Number of end users serviced by the function end users serviced
per IT function FTE "manage information technology" / Number of FTEs
who perform the function "manage information
technology"
Number of external service provider FTEs who (Number of FTEs who perform the function FTEs
perform the function "manage information "manage information technology" * Percentage of
technology" per $1 billion revenue FTEs who perform the function "manage
information technology" who are external FTEs
*.01) / (Total business entity revenue *
0.0000000010)
Percentage of total IT cost, including ((Total cost to perform the process "develop percent
depreciation/amortization, allocated to IT information and content management strategies"
development and maintenance + 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
Percentage of FTEs who perform the function Percentage of FTEs who perform the function percent
"manage information technology" who are external "manage information technology" who are external
service providers FTEs
Number of IT FTEs reporting internally somewhere (Number of FTEs who perform the function FTEs
other than IT per $1 billion revenue "manage information technology" * Percentage of
IT employees reporting internally somewhere other
than IT *.01) / (Total business entity revenue *
0.0000000010)
Percentage allocation of IT costs related to Percentage allocation of IT costs related to the Percent
rationalizing the application portfolio to "Legacy" environment for rationalizing the
control/reduce the costs of the enterprise legacy application portfolio to control and/or reduce the
environment, excluding depreciation/amortization, costs of the enterprise legacy environment in the
in the next 3 to 5 years next 3 to 5 years
Percentage allocation of IT costs related to Percentage allocation of IT costs related to the Percent
renewing / revising / consolidating hardware to "Legacy" environment for gradually renewing /
control / reduce the costs of the enterprise legacy revising / consolidating hardware to control and/or
environment, excluding depreciation/amortization, reduce the costs of the enterprise legacy
in the next 3 to 5 years environment in the next 3 to 5 years
Percentage allocation of IT costs related to the use Percentage allocation of IT costs related to the Percent
of an outsourcing partner to control / reduce the "Legacy" environment for using an outsourcing
costs of the enterprise legacy environment, partner to control and/or reduce the costs of the
excluding depreciation/amortization, in the next 3 enterprise legacy environment in the next 3 to 5
to 5 years years
Percentage allocation of IT costs related to the use Percentage allocation of IT costs related to the Percent
of cloud services to control / reduce the costs of "Legacy" environment for use cloud services to
the enterprise legacy environment, excluding control and/or reduce the costs of the enterprise
depreciation/amortization, in the next 3 to 5 years legacy environment in the next 3 to 5 years
Percentage allocation of IT costs related to Percentage allocation of IT costs related to the Percent
wrapping / isolating the legacy environment from "Legacy" environment for wrapping / isolating the
new activities to control /reduce the costs of the legacy environment from new activities to control
enterprise legacy environment, excluding and/or reduce the costs of the enterprise legacy
depreciation/amortization, in the next 3 to 5 years environment in the next 3 to 5 years
Percentage of IT purchases where the key decisions Percentage of IT purchases where the key decisions Percent
are made outside of the IT organization are made outside of the IT organization
Percentage of FTEs performing IT processes that Percentage of FTEs performing IT processes that Percent
perform application development roles perform application development roles
Percentage of FTEs performing IT processes that Percentage of FTEs performing IT processes that Percent
perform application support roles perform application support roles
Percentage of FTEs performing IT processes that Percentage of FTEs performing IT processes that Percent
perform executive or administrative roles perform executive or administrative roles
Percentage of FTEs performing IT processes that Percentage of FTEs performing IT processes that Percent
perform infrastructure operations roles perform infrastructure operations roles
Percentage of FTEs performing IT processes that Percentage of FTEs performing IT processes that Percent
perform roles other than executive, administrative, perform roles other than executive, administrative,
strategy, planning, program/project management, strategy, planning, program/project management,
application development/support, infrastructure application development/support, infrastructure
operations/support, or user support operations/support, or user support
Percentage of FTEs performing IT processes that Percentage of FTEs performing IT processes that Percent
perform strategy and planning roles perform strategy and planning roles
Percentage of FTEs performing IT processes that Percentage of FTEs performing IT processes that Percent
perform user support roles perform user support roles
Percentage of IT cost (infrastructure, applications, Percentage of IT costs (infrastructure, applications, Percent
people), excluding depreciation/amortization, people) related to the "Legacy" environment
related to the "Legacy" environment
Growth or decline of the count of active finished Growth or decline in the count of active finished percent
products/SKUs over the past three years products/SKUs over the past three years
Growth or decline of the count of active raw Growth or decline in the count of active raw percent
products/SKUs over the past three years material products/SKUs over the past three years
Average project cost of existing product/service Average project cost from the start of the design dollars
improvements and extensions from the start and and develop products/services process through the
finish of the process group "develop products and support product manufacturing or service delivery
services" process for existing product/service improvement
projects
Average project cost of new product/service Average project cost from the start of the design dollars
developments from the start and finish of the and develop products/services process through the
process group "develop products and services" support product manufacturing or service delivery
process for new product/service development
projects
Total cost to perform the process group "develop (Total annual cost for new product/service dollars
products and services" per product/service project development * (Percentage of FTEs performing
product/service development are allocated to
designing, building, and testing products/services
+ Percentage of FTEs performing product/service
development are allocated to test marketing
products/services + Percentage of FTEs performing
product/service development are allocated to
preparing for production or service delivery) *
0.01) / Total number of projects
Total cost to support product manufacturing or Total cost to support product manufacturing or dollars
service delivery per project that exits or completes service delivery / Number of projects that exit or
the test market products/services phase complete the test market products/services phase
Total cost to develop and manage products and (Total cost to generate new product/service ideas + dollars
services per project that exits or completes the Total cost to design and develop products/services
test market products/services phase + 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
Number of FTEs (including external) that perform (Number of FTEs who develop and manage FTEs
the process group "develop products and services" products and services * (Percentage of total annual
per $1 billion revenue cost for new product/service development
allocated to designing, building, and testing
products/services + Percentage of total annual cost
for new product/service development allocated to
test marketing products/services + Percentage of
total annual cost for new product/service
development allocated to overall governance and
program management) * 0.01) / (Total business
entity revenue * 0.000000001)
Ratio of projects that enter the design and develop Number of projects that enter the design and projects
products/services phase to projects that enter the develop products/services phase / Number of
test market products/services phase projects that enter the test market
products/services phase
Ratio of projects that enter the test market Number of projects that enter the test market projects
products/services phase to projects that exit or products/services phase / Number of projects that
complete the test market products/services phase exit or complete the test market products/services
phase
The percentage of products that are based on Percentage of products are based on common percent
common development platforms development platforms
The percentage of parts that are common across Percentage of parts that are common across major percent
major product lines product lines
Average lead time in months between subsequent Average lead time in months between subsequent days
product generations for primary products product generations
Percentage of customers using your business Percentage of your customers uses your website percent
entity's website for information gathering on your (your company name.com) for information
business entity's products/services gathering or research on your products/services
Percentage of customers using social media for Percentage of your customers uses social media percent
information gathering on your business entity's (interactions via social platforms external to your
products/services company website) for information gathering or
research on your products/services
Percentage of customers using mobile applications Percentage of your customers uses mobile percent
for information gathering on your business entity's applications for information gathering or research
products/services on your products/services
Percentage of customers using traditional face-to- Percentage of your customers uses traditional face- percent
face contact for information gathering on your to-face contact for information gathering or
business entity's products/services research on your products/services
Key customer growth Percentage of revenue growth for the top 20 percent
percent of customers
Key customer profitability Percentage of profitability change for the top 20 percent
percent of customers
Key customer retention rate Key customer retention rate percent
Budget for sales as a percentage of revenue (Budget for sales / Total business entity revenue) * percent
100
Average monthly sales forecast error within a Average monthly product family sales forecast percent
product family error
Sales FTEs as a percentage of total business entity (Number of FTEs who perform the sales percent
FTEs function/Number of business entity FTEs)*100
Average return on investment on website channel Average return on investment for marketing/sales percent
marketing/sales campaigns campaigns for the website channel
Average return on investment on search engine Average return on investment for marketing/sales percent
marketing channel marketing/sales campaigns campaigns for the search engine marketing
channel
Average return on investment on social media Average return on investment for marketing/sales percent
marketing channel marketing/sales campaigns campaigns for the social media channel
Average return on investment on traditional face- Average return on investment for marketing/sales percent
to-face channel marketing/sales campaigns campaigns for the face-to-face channel
Average return on investment on indirect Average return on investment for marketing/sales percent
marketing channel marketing/sales campaigns campaigns for the indirect marketing channel
Average sales cycle time in calendar days from Cycle time in days from when a sales days
the time the lead/opportunity is identified and the lead/opportunity is identified to when it is closed
sale is closed
Percentage of qualified leads where the sale is Percentage of qualified leads where the sale is percent
closed closed
Percentage of annual net sales revenue Percentage of net sales revenue attributable to percent
attributable to repeat customers repeat customers
Combined personnel and systems costs of the ((Personnel cost to perform the process group percent
customer order management function as a "develop customer care/customer service strategy"
percentage of the total cost the function + Systems cost to perform the process group
"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
Outsourced cost to perform the process "manage Outsourced cost to perform the process "manage dollars
sales orders" per $1,000 revenue sales orders" / (Total business entity revenue *
0.0010)
Average cost per sales order for orders received Average cost per sales order received through new dollars
through new channels (such as digital/electric) channels
Average cost per sales order for orders received Average cost per sales order received through dollars
through traditional channels traditional channels
Average cost to resolve a service-after-sales Average cost to resolve a service-after-sales dollars
request for contact centers or similar remote request for contact centers or similar remote
assistance channel assistance channel
Average cost to resolve a service-after-sales Average cost to resolve a service-after-sales dollars
request for the customer self-service channel request for the customer self-service channel
Average cost to resolve a service-after-sales Average cost to resolve a service-after-sales dollars
request for on-site visits request for on-site visits
Overhead cost to perform the process "manage (Overhead cost to perform the process "manage percent
sales orders" as a percentage of the total cost to sales orders" / Total cost to perform the process
perform the process "manage sales orders") * 100.0
Outsourced cost to perform the process "manage (Outsourced cost to perform the process "manage dollars
sales orders", "manage customer sales orders" + Outsourced cost to perform the
requests/inquiries", and "manage customer processes "manage customer service
complaints" per call contact requests/inquiries" and "manage customer
complaints") / Number of inbound calls received
through a live agent
Other cost to perform the process "manage sales Costs other than personnel, systems, overhead, dollars
orders" per $1,000 revenue and outsourced to perform the process "manage
sales orders" / (Total business entity revenue *
0.0010)
Other cost to perform the process "manage sales (Costs other than personnel, systems, overhead, percent
orders" as a percentage of total cost of the process and outsourced to perform the process "manage
sales orders" / Total cost to perform the process
"manage sales orders") * 100.0
Other cost of the customer order management ((Costs other than personnel, systems, overhead, percent
function as a percentage of the total cost of the and outsourced to perform the process group
function "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
Total cost of the customer order management (Total cost to perform the process group "develop dollars
function per function FTE 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")
Total cost of the customer order management (Total cost to perform the process group "develop dollars
function per sales order 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
Total cost to perform the processes "manage sales (Total cost to perform the process "manage sales dollars
orders", "manage customer service orders" + Total cost to perform the processes
requests/inquiries", and "manage customer "manage customer service requests/inquiries" and
complaints" per business entity FTE "manage customer complaints") / Total number of
FTEs for the process "manage sales orders" and
the function "manage customer service"
Total cost to perform the processes "manage sales (Total cost to perform the process "manage sales dollars
orders", "manage customer service orders" + Total cost to perform the processes
requests/inquiries", and "manage customer "manage customer service requests/inquiries" and
complaints" per active customer "manage customer complaints") / Number of active
customers in customer master file
Total cost of to perform the processes "manage (Total cost to perform the process "manage sales dollars
sales orders", "manage customer service orders" + Total cost to perform the processes
requests/inquiries", and "manage customer "manage customer service requests/inquiries" and
complaints" per inbound contact "manage customer complaints") / Total number of
inbound contacts
Systems cost to perform the process "manage (Percentage of total cost of the process "Manage dollars
sales orders" per $100,000 revenue 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)
Overhead cost to perform the process "manage Overhead cost to perform the process "manage dollars
sales orders" per $1,000 revenue sales orders" / (Total business entity revenue *
0.0010)
Personnel cost to perform the process "manage (Total annual cost for the process "manage sales percent
sales orders" as a percentage of the total cost to orders" for the category "Personnel cost
perform the process (compensation and benefits)" / Total cost to
perform the process "manage sales orders") *
100.0
Personnel cost to perform the process "manage Total annual cost for the process "manage sales dollars
sales orders" per process agent FTE orders" for the category "Personnel cost
(compensation and benefits)" / Number of agent
FTEs that perform the process "manage sales
orders"
Total cost to perform the process "manage sales Total cost to perform the process "manage sales dollars
orders" per sales order line item orders" / Number of sales order line items
Total cost to perform the process "manage sales Total cost to perform the process "manage sales dollars
orders" per process FTE orders" / Number of agent FTEs that perform the
process "manage sales orders"
Total cost to perform the process "manage sales Total cost to perform the process "manage sales dollars
orders" per $1,000 revenue orders" / (Total business entity revenue * 0.0010)
Outsourced cost of the process "Manage sales (Percentage of total cost of the process "Manage dollars
orders" per $1,000 revenue sales orders" allocated to external cost * Total cost
to perform the process "manage sales orders" * .
01) / (Total business entity revenue * .001)
Cycle time in hours from the time a sales order is Cycle time in hours from the time a sales order is hours
received until the time manufacturing/logistics is received until the time manufacturing/logistics is
notified notified
First contact resolution rate for inquiries on existing First contact resolution rate for inquiries on existing percent
orders and service-after-sales requests orders and service-after-sales requests
Number of FTEs that perform the process "manage Number of FTEs who perform the process "manage FTEs
sales orders" per $1 billion revenue sales orders" / (Total business entity revenue * .
000000001)
Percentage of total sales order line items placed (Sales order line items received by EDI / Number of percent
through EDI sales order line items) * 100.0
Percentage of sales orders delivered on time over Percentage of sales orders delivered on time over percent
the past three reporting periods the past three reporting periods
Value of sales order line items not fulfilled due to Value of sales order line items not fulfilled due to percent
production capacity or stockouts as a percentage production capacity or stockouts as a percentage
of revenue of revenue
Cross-sell/up-sell close rate Percentage of inbound contacts that completed an percent
additional cross-sell or up-sell
Percentage of sales orders requiring no human Percentage of sales orders requiring no manual percent
intervention to create, modify, or fulfill intervention to create, modify, or fulfill
Percentage of sales order line items delivered on (Sales order line items delivered on time as percent
time scheduled / Number of sales order line items) *
100.0
Percentage of sales order line items requiring no Percentage of sales order line items requiring no percent
human intervention to create, modify, or fulfill manual intervention to create, modify, or fulfill
Percentage of sales orders transacted via a portal Percentage of sales orders transacted via portal percent
Percentage of sales orders received through new Percentage of sales orders received through new percent
(such as digital/electronic) channels (such as digital/electric) channels
Inbound calls for the process "manage sales (Number of inbound calls for the process "manage percent
orders" as a percentage of total inbound calls sales orders" / Number of inbound calls) * 100.0
Percentage of sales orders received through non- Percentage of sales orders received through percent
digital channels (such as face-to-face, phone calls, traditional channels
fax, post)
Percentage of the sales force that made their Percentage of the sales force that made their percent
quotas/targets in the last 12-month reporting quotas/targets in the last 12-month reporting
period period
Number of sales order line items per FTE that Number of sales order line items / Number of FTEs sales order line
performs the process "manage sales orders" who perform the process "manage sales orders" items
Number of sales orders per FTE that performs the Total annual number of sales orders placed / sales orders
process "manage sales orders" Number of agent FTEs that perform the process
"manage sales orders"
Percentage of finance function FTEs allocated to (Number of FTEs who perform the process percent
the process "manage sales orders" "manage sales orders" / Number of FTEs who
perform the function "manage financial resources")
* 100
Percentage of sales order line items changed after (Number of sales order line items changed after percent
initial order placement through direct connection initial order placement through direct connection
to the system to the system / Number of sales order line items
changed by the customer after the initial order
placement) * 100.0
Percentage of sales order line items changed after (Number of sales order line items changed after percent
initial order placement through fax and mail initial order placement through fax and mail /
Number of sales order line items changed by the
customer after the initial order placement) * 100.0
Percentage of sales order line items changed after (Number of sales order line items changed after percent
initial order placement through other methods 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
Percentage of sales order line items changed after (Number of sales order line items changed after percent
initial order placement through telephone initial order placement through telephone /
Number of sales order line items changed by the
customer after the initial order placement) * 100.0
Percentage of sales order line items changed after (Number of sales order line items changed after percent
initial order placement through the internet initial order placement through the internet /
Number of sales order line items changed by the
customer after the initial order placement) * 100.0
Percentage of total annual sales revenue Percentage of total annual sales revenue percent
attributable to sales completed through digital attributable to a digital channel other than your
channels other than social media, website, or website, social media, or mobile applications
mobile applications
Personnel cost of the process "Manage sales Percentage of internal cost of the process "Manage percent
orders" as a percentage of total process cost sales orders" allocated to personnel cost *
Percentage of total cost of the process "Manage
sales orders" allocated to internal cost * .01
Systems cost of the process "Manage sales orders" Percentage of internal cost of the process "Manage percent
as a percentage of total process cost sales orders" allocated to systems cost *
Percentage of total cost of the process "Manage
sales orders" allocated to internal cost * .01
Overhead/other cost of the process "Manage sales Percentage of internal cost of the process "Manage percent
orders" as a percentage of total process cost sales orders" allocated to overhead and other
costs * Percentage of total cost of the process
"Manage sales orders" allocated to internal cost * .
01
Outsourced cost of the process "Manage sales Percentage of total cost of the process "Manage percent
orders" as a percentage of total process cost sales orders" allocated to external cost
Personnel cost to perform the process group "Plan (Total cost to perform the supply chain function * dollars
for and align supply chain resources" per process Percentage of total cost to perform the supply
group FTE chain function "deliver products and services"
allocated to process group "plan for and align
supply chain resources" * Percentage of total cost
of the process group "plan for and align supply
chain resources" allocated to internal cost *
Percentage of internal cost of the process group
"plan for and align supply chain resources"
allocated to personnel cost * .000001) / Number of
FTEs who perform the process group "plan for and
align supply chain resources"
Systems cost to perform the process group "plan (Total cost to perform the supply chain function * dollars
for and align supply chain resources" per $100,000 Percentage of total cost to perform the supply
revenue chain function "deliver products and services"
allocated to process group "plan for and align
supply chain resources" * Percentage of total cost
of the process group "plan for and align supply
chain resources" allocated to internal cost *
Percentage of internal cost of the process group
"plan for and align supply chain resources"
allocated to systems cost * .000001) / (Total
business entity revenue * .00001)
Outsourced cost to perform the process group (Total cost to perform the supply chain function * dollars
"Plan for and align supply chain resources" per Percentage of total cost to perform the supply
$1,000 revenue chain function "deliver products and services"
allocated to process group "plan for and align
supply chain resources" * Percentage of total cost
of the process group "plan for and align supply
chain resources" allocated to external cost * .0001)
/ (Total business entity revenue * .001)
Total cost of the process group "plan for and align (Total cost to perform the supply chain function * dollars
supply chain resources" per $1,000 revenue Percentage of total cost to perform the supply
chain function "deliver products and services"
allocated to process group "plan for and align
supply chain resources" * .01) / (Total business
entity revenue * .001)
Percentage of the total cost of the supply chain Percentage of total cost to perform the supply percent
function allocated to the process group "Plan for chain function "deliver products and services"
and align supply chain resources" allocated to process group "plan for and align
supply chain resources"
Total cost of quality per $100,000 revenue Total cost of quality / (Total business entity revenue dollars
* 0.000010)
Forecast accuracy one planning period prior to Forecast accuracy one planning period prior to percent
production run production run
Number of FTEs that perform the process group Number of FTEs who perform the process group FTEs
"plan for and align supply chain resources" per $1 "plan for and align supply chain resources" / (Total
billion revenue business entity revenue * .000000001)
Value added productivity per employee Value added productivity per employee in revenue dollars
value
Employee retention rate Employee retention rate percent
Cost to source per $1,000 total revenue Total cost to source / (Total business entity revenue dollars
* 0.0010)
Total cost to perform the procurement process (Total cost to perform the process group "procure percent
group as a percentage of cost of goods sold (COGS) materials and services" / Cost of goods sold
(COGS)) * 100
Total cost to perform the procurement process (Total cost to perform the process group "procure percent
group as a percentage of revenue materials and services" / Total business entity
revenue) * 100
Total cost to perform the process group "procure Total cost to perform the process group "procure dollars
materials and services" per $1,000 revenue materials and services" / (Total business entity
revenue * .001)
Total cost to perform the process group "procure Total cost to perform the process group "procure dollars
materials and services" per $1,000 purchases materials and services" / (Value of all materials and
services purchased * .001)
Total cost to perform the procurement process Total cost to perform the process group "procure dollars
group per purchase order materials and services" / Number of purchase
orders placed
Total cost to perform the procurement process Total cost to perform the process group "procure dollars
group per purchase order line item materials and services" / Number of purchase order
line items processed
Percentage of the total cost of the supply chain Percentage of total cost to perform the supply percent
function allocated to the process group "Procure chain function "deliver products and services"
materials and services" allocated to process group "procure materials and
services"
Total cost to perform the process group "procure (Total cost to perform the supply chain function * dollars
materials and services" per $1 billion revenue Percentage of total cost to perform the supply
chain function "deliver products and services"
allocated to process group "procure materials and
services" * .01) / (Total business entity revenue * .
000000001)
Procure to pay cycle time in days Time in days required to pay suppliers from days
purchase order placement until payment complete
Number of FTEs that perform the process group (Number of FTEs who perform the process "develop FTEs
"procure materials and services" per $1 billion sourcing strategies" + Number of FTEs who
purchases perform the process "select suppliers and
develop/maintain contracts" + Number of FTEs
who perform the process "order materials and
services" + Number of FTEs who perform the
process "appraise and develop suppliers") / (Value
of all materials and services purchased * .
000000001)
Number of active vendors in the master file per $1 Number of active unique suppliers in vendor active vendors
million purchases master file / (Value of all materials and services
purchased * .000001)
Number of FTEs that perform the process group (Number of FTEs who perform the process "develop FTEs
"procure materials and services" per $1 billion sourcing strategies" + Number of FTEs who
revenue perform the process "select suppliers and
develop/maintain contracts" + Number of FTEs
who perform the process "order materials and
services" + Number of FTEs who perform the
process "appraise and develop suppliers") / (Total
business entity revenue * .000000001)
Percentage of purchase value transacted via an (Percentage of purchases by currency volume percent
electronic marketplace transacted electronically via private online trade
exchange + Percentage of purchases by currency
volume transacted electronically via public online
trade exchange)
Percentage of purchase value transacted via a Percentage of purchases by currency volume percent
private electronic marketplace transacted electronically via private online trade
exchange
Percentage of purchase value transacted via a Percentage of purchases by currency volume percent
public electronic marketplace transacted electronically via public online trade
exchange
Number of active suppliers in vendor master file Number of active unique suppliers in vendor active suppliers
per procurement process group FTE master file / (Number of FTEs who perform the
process "develop sourcing strategies" + Number of
FTEs who perform the process "select suppliers and
develop/maintain contracts" + Number of FTEs
who perform the process "order materials and
services" + Number of FTEs who perform the
process "appraise and develop suppliers")
Percentage of value of purchased material that is Percentage of value of purchased materials from percent
received from vendors that participate in vendor- vendors that participate in vendor-managed
managed inventory programs programs
Direct materials and services value as a (Value of all direct materials and services percent
percentage of total value of purchases purchased / Value of all materials and services
purchased) * 100
Percentage of total value of materials and services Percentage of materials and services purchase percent
purchases included in total cost of ownership value that is included in a TCO model
model
Percentage of purchase order line items transacted Percentage of purchase order line items transacted percent
via a portal via portal
Percentage of purchase requisition line items (Number of purchase requisition line items by percent
allocated among the following request method: electronic request direct to internal purchasing
electronic request direct to internal purchasing department / Number of purchase requisition line
department items processed) * 100.0
Percentage of purchase requisition line items (Number of purchase requisition line items by percent
allocated among the following request method: other request methods / Number of purchase
other requisition line items processed) * 100.0
Percentage of purchase requisition line items (Number of purchase requisition line items by percent
allocated among the following request method: paper request / Number of purchase requisition line
paper items processed) * 100.0
Percentage of purchase requisition line items (Number of purchase requisition line items by percent
allocated among the following request method: electronic request direct to vendor / Number of
electronic request direct to vendor purchase requisition line items processed) * 100.0
Percentage of procurement process group staff Percentage of procurement department staff with percent
with formal training in negotiations formal training in negotiations
Percentage of procurement process group staff Percentage of procurement department staff with percent
with over three years of purchasing operations over three years of purchasing operations
experience experience
Percentage of procurement process group staff Percentage of procurement department staff with percent
with over three years of strategic over three years of strategic sourcing/commodity
sourcing/commodity management experience management experience
Indirect materials and services value as a (Value of all indirect materials and services percent
percentage of total value of purchases purchased / Value of all materials and services
purchased) * 100
Value of materials and services per $1,000 revenue Value of all materials and services purchased / dollars
(Total business entity revenue * .001)
Percentage of the total value of purchases (Value of purchases placed by procurement cards / percent
allocated among the following purchase Value of all materials and services purchased) *
arrangement type: procurement cards 100.0
Percentage of the total value of purchases (Value of purchases placed by individual purchase percent
allocated among the following purchase orders / Value of all materials and services
arrangement type: individual purchase orders purchased) * 100.0
Percentage of total value of purchases allocated (Value of purchase order line items submitted by percent
among the following submission method: electronic EDI / Value of all materials and services purchased)
data interchange * 100.0
Percentage of total value of purchases allocated (Value of purchase order line items submitted by percent
among the following submission method: fax fax / Value of all materials and services purchased)
* 100.0
Percentage of total value of purchases allocated (Value of purchase order line items submitted by percent
among the following submission method: internet internet / Value of all materials and services
purchased) * 100.0
Percentage of total value of purchases allocated (Value of purchase order line items submitted by percent
among the following submission method: mail mail / Value of all materials and services
purchased) * 100.0
Overhead cost to perform the process "develop Overhead cost to perform the process "develop dollars
sourcing strategies" per $1,000 revenue sourcing strategies"/(Total business entity
revenue*0.0010)
Other cost of the process "develop sourcing Costs other than personnel, systems, overhead, dollars
strategies" per $1,000 revenue and outsourced to perform the process "develop
sourcing strategies"/(Total business entity
revenue*0.0010)
Outsourced cost of the process "develop sourcing Outsourced cost to perform the process "develop dollars
strategies" per $1,000 revenue sourcing strategies"/(Total business entity
revenue*0.0010)
Total cost to perform the process "develop sourcing Total cost to perform the process "develop sourcing dollars
strategies" per process FTE strategies" / Number of FTEs who perform the
process "develop sourcing strategies"
Number of FTEs that perform the process "develop Number of FTEs who perform the process "develop FTEs
sourcing strategies" per $1 billion purchases sourcing strategies" / (Value of all materials and
services purchased * .000000001)
Total cost to perform the process "select suppliers Total cost to perform the process "select suppliers dollars
and develop/maintain contracts" per process FTE and develop/maintain contracts" / Number of FTEs
who perform the process "select suppliers and
develop/maintain contracts"
Overhead cost of the process "select suppliers and Overhead cost to perform the process "select dollars
develop/maintain contracts" per $1,000 revenue suppliers and develop/maintain contracts"/(Total
business entity revenue*0.0010)
Other cost of the process "select suppliers and Costs other than personnel, systems, overhead, dollars
develop/maintain contracts" per $1,000 revenue and outsourced to perform the process "select
suppliers and develop/maintain contracts"/(Total
business entity revenue*0.0010)
Outsourced cost of the process "select suppliers Outsourced cost to perform the process "select dollars
and develop/maintain contracts" per $1,000 suppliers and develop/maintain contracts"/(Total
revenue business entity revenue*0.0010)
Systems cost to perform the process "select Systems cost to perform the process "select dollars
suppliers and develop/maintain contracts" per suppliers and develop/maintain contracts" / (Value
$100,000 purchases of all materials and services purchased * 0.000010)
Personnel cost to perform the process "select Personnel cost to perform the process "select dollars
suppliers and develop/maintain contracts" per suppliers and develop/maintain contracts" / (Value
$1,000 purchases of all materials and services purchased * 0.0010)
Personnel cost to perform the process "select Personnel cost to perform the process "select dollars
suppliers and develop/maintain contracts" per suppliers and develop/maintain contracts" / (Total
$1,000 revenue business entity revenue * 0.0010)
Number of FTEs that perform the process "select (Number of FTEs who perform the process "select percent
suppliers and develop/maintain contracts" as a suppliers and develop/maintain contracts" /
percentage of procurement process group FTEs (Number of FTEs who perform the process "develop
sourcing strategies" + Number of FTEs who
perform the process "select suppliers and
develop/maintain contracts" + Number of FTEs
who perform the process "order materials and
services" + Number of FTEs who perform the
process "appraise and develop suppliers")) * 100
Number of FTEs that perform the process "select Number of FTEs who perform the process "select FTEs
suppliers and develop/maintain contracts" per $1 suppliers and develop/maintain contracts" / (Total
billion revenue business entity revenue * .000000001)
Other cost to perform the process "order materials Costs other than personnel, systems, overhead, dollars
and services" per $1,000 purchases and outsourced to perform the process "order
materials and services" / (Value of all materials and
services purchased * .001)
Outsourced cost to perform the process "order Outsourced cost to perform the process "order dollars
materials and services" per $1,000 purchases materials and services" / (Value of all materials and
services purchased * .001)
Total cost to perform the process "order materials Total cost to perform the process "order materials dollars
and services" per process FTE and services" / Number of FTEs who perform the
process "order materials and services"
Personnel cost to perform the process "order Personnel cost to perform the process "order dollars
materials and services" per $1,000 revenue materials and services" / (Total business entity
revenue * .001)
Personnel cost to perform the process "order Personnel cost to perform the process "order dollars
materials and services" per $1,000 purchases materials and services" / (Value of all materials and
services purchased * .001)
Systems cost to perform the process "order Systems cost to perform the process "order dollars
materials and services" per $100,000 revenue materials and services" / (Total business entity
revenue * .00001)
Total cost to perform the process "order materials Total cost to perform the process "order materials dollars
and services" per purchase order line item and services" / Number of purchase order line
items processed
Overhead cost to perform the process "order Overhead cost to perform the process "order dollars
materials and services" per $1,000 revenue materials and services" / (Total business entity
revenue * .001)
Other cost to perform the process "order materials Costs other than personnel, systems, overhead, dollars
and services" per $1,000 revenue and outsourced to perform the process "order
materials and services" / (Total business entity
revenue * .001)
Outsourced cost to perform the process "order Outsourced cost to perform the process "order dollars
materials and services" per $1,000 revenue materials and services" / (Total business entity
revenue * .001)
Overhead cost to perform the process "order Overhead cost to perform the process "order dollars
materials and services" per $1,000 purchases materials and services" / (Value of all materials and
services purchased * .001)
Cycle time in hours to place a purchase order Cycle time in hours from the receipt of a purchase hours
requisition line item to the purchase order's
transmission to the vendor/contractor
Average cycle time (in calendar days) from Cycle time from requisition creation to requisition Days
requisition creation to requisition approval approval
Number of FTEs that perform the process "order Number of FTEs who perform the process "order FTEs
materials and services" per $1 billion revenue materials and services" / (Total business entity
revenue * .000000001)
Number of FTEs that perform the process "order (Number of FTEs who perform the process "order percent
materials and services" as a percentage of materials and services" / (Number of FTEs who
procurement process group FTEs perform the process "develop sourcing strategies"
+ Number of FTEs who perform the process "select
suppliers and develop/maintain contracts" +
Number of FTEs who perform the process "order
materials and services" + Number of FTEs who
perform the process "appraise and develop
suppliers")) * 100
Number of purchase requisition line items Number of purchase requisition line items purchase
processed per "order materials/services" FTE processed / Number of FTEs who perform the requisition line
process "order materials and services" items
Number of purchase order line items processed per Number of purchase order line items processed / purchase order line
FTE that performs the process "order materials and Number of FTEs who perform the process "order items
services" materials and services"
Number of purchase orders processed per FTE that Number of purchase orders placed / Number of purchase orders
performs the process "order materials and FTEs who perform the process "order materials and
services" services"
Total cost to perform the process "select suppliers (Total cost to perform the process "select suppliers percent
and develop/maintain contracts" as a percentage and develop/maintain contracts" / Total cost to
of total procurement process group cost perform the process group "procure materials and
services") * 100
Purchases made through purchase order - external Purchases made through purchase order - Percent
catalog as a percentage of total purchase value external/punch-out catalog as a percentage of total
purchase value
Purchases made through purchase order - "hands Purchases made through purchase order - "Hands Percent
on" as a percentage of total purchase value On" as a percentage of total purchase value
Purchases made through other channels as a Purchases made through other channels as a Percent
percentage of total purchase value percentage of total purchase value
Purchases made through P-card as a percentage of Purchases made through P-card as a percentage of Percent
total invoice volume total invoice volume
Purchases made through T&E card as a percentage Purchases made through T&E card as a percentage Percent
of total invoice volume of total invoice volume
Purchases made through invoice only (non- Purchases made through invoice only (non-PO) as a Percent
purchase order) as a percentage of total invoice percentage of total invoice volume
volume
Purchases made through purchase order - internal Purchases made through purchase order - internal Percent
catalog as a percentage of total invoice volume catalog as a percentage of total invoice volume
Purchases made through purchase order - external Purchases made through purchase order - Percent
catalog as a percentage of total invoice volume external/punch-out catalog as a percentage of total
invoice volume
Purchases made through other channels as a Purchases made through other channels as a Percent
percentage of total invoice volume percentage of total invoice volume
Percentage of purchase orders that link directly to Percentage of purchase orders linked directly to Percent
a contracted price loaded in the company's system contracted price in company's system or external
or external catalog catalog
Percentage of purchase order line items that are Percentage of purchase order line items Percent
systematically created with no manual systematically created
involvement or intervention by a buyer
Percentage of purchase orders that go through a Percentage of purchase orders that go through a Percent
formal notification/acceptance process with formal notification/acceptance process with
supplier supplier
Value of materials purchases as a percentage of Value of materials purchases as a percentage of Percent
total purchases total purchases
Value of services purchases as a percentage of Value of services purchases as a percentage of Percent
total purchases total purchases
Value of EPC or EPCM purchases as a percentage of Value of EPC or EPCM purchases as a percentage of Percent
total purchases total purchases
Value of other purchases as a percentage of total Value of other purchases as a percentage of total Percent
purchases purchases
Total cost to perform the process "appraise and Total cost to perform the process "appraise and dollars
develop suppliers" per process FTE develop suppliers" / Number of FTEs who perform
the process "appraise and develop suppliers"
Overhead cost of the process "appraise and Systems cost to perform the process "appraise and dollars
develop suppliers" per $1,000 revenue develop suppliers"/(Total business entity
revenue*0.0010)
Other cost of the process "appraise and develop Overhead cost to perform the process "appraise dollars
suppliers" per $1,000 revenue and develop suppliers"/(Total business entity
revenue*0.0010)
Number of FTEs that perform the process "appraise Number of FTEs who perform the process "appraise FTEs
and develop suppliers" per $1 billion purchases and develop suppliers" / (Value of all materials and
services purchased * .000000001)
Number of FTEs that perform the process "appraise Number of FTEs who perform the process "appraise FTEs
and develop suppliers" per $1 billion revenue and develop suppliers" / (Total business entity
revenue * .000000001)
Total cost to perform the process "order materials (Total cost to perform the process "order materials percent
and services" as a percentage of total procurement and services" / Total cost to perform the process
process group cost group "procure materials and services") * 100
Personnel cost to perform the process "order (Personnel cost to perform the process "order percent
materials and services" as a percentage of total materials and services" / Total cost to perform the
process cost process "order materials and services") * 100
Systems cost to perform the process "order (Systems cost to perform the process "order percent
materials and services" as a percentage of total materials and services" / Total cost to perform the
process cost process "order materials and services") * 100
Overhead cost to perform the process "order (Overhead cost to perform the process "order percent
materials and services" as a percentage of total materials and services" / Total cost to perform the
process cost process "order materials and services") * 100
Other cost to perform the process "order materials (Costs other than personnel, systems, overhead, percent
and services" as a percentage of total process cost and outsourced to perform the process "order
materials and services" / Total cost to perform the
process "order materials and services") * 100
Total cost to perform the process "appraise and (Total cost to perform the process "appraise and percent
develop suppliers" as a percentage of total develop suppliers" / Total cost to perform the
procurement process group cost process group "procure materials and services") *
100
Total cost to perform the process "record receipt of Total cost to perform the process "record receipt of Dollars
goods" per thousand barrel of oil equivalent (BOE) goods" / (Average oil and gas net production
net production (BOE/day) * .001)
Total cost to perform the process "record receipt of Total cost to perform the process "record receipt of Dollars
goods" per gross operated producing well goods" / Total operated producing well count
Total cost to perform the process "record receipt of Total cost to perform the process "record receipt of Dollars
goods" per mile of pipe goods" / Total number of miles of pipeline in
service
Total cost to perform the process "record receipt of Total cost to perform the process "record receipt of Dollars
goods" per thousand barrels throughput goods" / (Average refining throughput * .001)
Number of FTEs who perform the process "record Number of business entity FTEs who perform the FTEs
receipt of goods" per million barrel of oil equivalent process "record receipt of goods" / (Average oil and
(BOE) gas net production (BOE/day) * .000001)
Number of FTEs who perform the process "record Number of business entity FTEs who perform the FTEs
receipt of goods" per thousand gross operated process "record receipt of goods" / (Total operated
producing wells producing well count * .001)
Number of FTEs who perform the process "record Number of business entity FTEs who perform the FTEs
receipt of goods" per thousand miles of pipe process "record receipt of goods" / (Total number of
miles of pipeline in service * .001)
Number of FTEs who perform the process "record Number of business entity FTEs who perform the FTEs
receipt of goods" per thousand barrels throughput process "record receipt of goods" / (Average
refining throughput * .001)
Overhead cost to perform the process group Overhead cost to perform the process group dollars
"develop customer care/customer service strategy" "develop customer care/customer service strategy"
per $1,000 revenue / (Total business entity revenue * 0.0010)
Other cost of the process group "develop customer Costs other than personnel, systems, overhead, dollars
care/customer service strategy" per $1,000 and outsourced to perform the process group
revenue "develop customer care/customer service strategy"
/ (Total business entity revenue * 0.0010)
Systems cost to perform the process group Systems cost to perform the process group dollars
"develop customer care/customer service strategy" "develop customer care/customer service strategy"
per $100,000 revenue / (Total business entity revenue * 0.000010)
Total cost to perform the process group "develop Total cost to perform the process group "develop dollars
customer care/customer service strategy" per customer care/customer service strategy" /
process FTE Number of FTEs who perform the process group
"develop customer care/customer service strategy"
Total cost to perform the process group "develop Total cost to perform the process group "develop dollars
customer care/customer service strategy" per customer care/customer service strategy" / (Total
$1,000 revenue business entity revenue * 0.0010)
Total cost to perform the process group "develop Total cost to perform the process group "develop dollars
customer care/customer service strategy" per sales customer care/customer service strategy" /
order Number of sales orders placed
Total cost to perform the process group "develop Total cost to perform the process group "develop dollars
customer care/customer service strategy" per sales customer care/customer service strategy" /
order line item Number of sales order line items
Number of FTEs that perform the process group Number of FTEs who perform the process group FTEs
"develop customer care/customer service strategy" "develop customer care/customer service strategy"
per $1 billion revenue / (Total business entity revenue * 0.000000001)
Personnel cost to perform the processes "manage (Total annual cost for the process "manage sales dollars
sales orders", "manage customer service orders" for the category "Personnel cost
requests/inquiries", and "manage customer (compensation and benefits)" + Personnel cost to
complaints" per active customer perform the processes "manage customer service
requests/inquiries" and "manage customer
complaints") / Number of active customers in
customer master file
Personnel cost to perform the processes "manage (Total annual cost for the process "manage sales dollars
sales orders", "manage customer service orders" for the category "Personnel cost
requests/inquiries", and "manage customer (compensation and benefits)" + Personnel cost to
complaints" per inbound contact perform the processes "manage customer service
requests/inquiries" and "manage customer
complaints") / Total number of inbound contacts
Personnel cost to perform the processes "manage (Personnel cost to perform the processes "manage percent
customer requests/inquiries" and "manage customer service requests/inquiries" and "manage
customer complaints" as a percentage of the total customer complaints" / Total cost to perform the
cost to perform the processes processes "manage customer service
requests/inquiries" and "manage customer
complaints") * 100.0
Personnel cost to perform the processes "manage Personnel cost to perform the processes "manage dollars
customer requests/inquiries" and "manage customer service requests/inquiries" and "manage
customer complaints" per $1,000 revenue customer complaints" / (Total business entity
revenue * 0.0010)
Overhead cost to perform the processes "manage (Overhead cost to perform the processes "manage percent
customer requests/inquiries" and "manage customer service requests/inquiries" and "manage
customer complaints" as a percentage of the total customer complaints" / Total cost to perform the
cost to perform the processes processes "manage customer service
requests/inquiries" and "manage customer
complaints") * 100.0
Overhead cost to perform the processes "manage Overhead cost to perform the processes "manage dollars
customer requests/inquiries" and "manage customer service requests/inquiries" and "manage
customer complaints" per $1,000 revenue customer complaints" / (Total business entity
revenue * 0.0010)
Personnel cost to perform the processes "manage (Total annual cost for the process "manage sales dollars
sales orders", "manage customer service orders" for the category "Personnel cost
requests/inquiries", and "manage customer (compensation and benefits)" + Personnel cost to
complaints" per business entity FTE 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"
Centrally managed systems cost to perform the (Centrally managed systems cost to perform the dollars
processes "manage sales orders", "manage process "manage sales orders" + Centrally
customer service requests/inquiries", and "manage managed systems cost to perform the processes
customer complaints" per inbound contact "manage customer service requests/inquiries" and
"manage customer complaints") / Total number of
inbound contacts
Centrally managed systems cost to perform the (Centrally managed systems cost to perform the dollars
processes "manage sales orders", "manage process "manage sales orders" + Centrally
customer service requests/inquiries", and "manage managed systems cost to perform the processes
customer complaints" per active customer "manage customer service requests/inquiries" and
"manage customer complaints") / Number of active
customers in customer master file
Contact center systems cost to perform the (Contact center systems cost to perform the dollars
processes "manage sales orders", "manage process "manage sales orders" + Contact center
customer service requests/inquiries", and "manage systems cost to perform the processes "manage
customer complaints" per inbound contact customer service requests/inquiries" and "manage
customer complaints") / Total number of inbound
contacts
Contact center systems cost to perform the (Contact center systems cost to perform the dollars
processes "manage sales orders", "manage process "manage sales orders" + Contact center
customer service requests/inquiries", and "manage systems cost to perform the processes "manage
customer complaints" per $1,000 revenue customer service requests/inquiries" and "manage
customer complaints") / (Total business entity
revenue * 0.0010)
Contact center systems cost to perform the (Contact center systems cost to perform the dollars
processes "manage sales orders", "manage process "manage sales orders" + Contact center
customer service requests/inquiries", and "manage systems cost to perform the processes "manage
customer complaints" per active customer customer service requests/inquiries" and "manage
customer complaints") / Number of active
customers in customer master file
Outsourced cost to perform the processes "manage (Outsourced cost to perform the processes percent
customer requests/inquiries" and "manage "manage customer service requests/inquiries" and
customer complaints" as a percentage of the total "manage customer complaints" / Total cost to
cost of the processes perform the processes "manage customer service
requests/inquiries" and "manage customer
complaints") * 100.0
Outsourced cost to perform the processes "manage Outsourced cost to perform the processes "manage dollars
customer requests/inquiries" and "manage customer service requests/inquiries" and "manage
customer complaints" per $1,000 revenue customer complaints" / (Total business entity
revenue * 0.0010)
Other cost to perform the processes "manage (Costs other than personnel, systems, overhead, percent
customer requests/inquiries" and "manage and outsourced to perform the processes "manage
customer complaints" as a percentage of the total customer service requests/inquiries" and "manage
cost to perform the processes customer complaints" / Total cost to perform the
processes "manage customer service
requests/inquiries" and "manage customer
complaints") * 100.0
Other cost to perform the processes "manage Costs other than personnel, systems, overhead, dollars
customer requests/inquiries" and "manage and outsourced to perform the processes "manage
customer complaints" per $1,000 revenue customer service requests/inquiries" and "manage
customer complaints" / (Total business entity
revenue * 0.0010)
Outsourced cost to perform the processes "manage Outsourced cost to perform the processes "manage dollars
customer service requests/inquiries" and "manage customer service requests/inquiries" and "manage
customer complaints" per inbound call received customer complaints" / Number of inbound calls
through IVR DTMF received through IVR DTMF
Outsourced cost to perform the processes "manage Outsourced cost to perform the processes "manage dollars
customer service requests/inquiries" and "manage customer service requests/inquiries" and "manage
customer complaints" per call received through IVR customer complaints" / Number of inbound calls
speech received through IVR speech
Total cost to perform the processes "manage Total cost to perform the processes "manage dollars
customer requests/inquiries" and "manage customer service requests/inquiries" and "manage
customer complaints" per $1,000 revenue customer complaints" / (Total business entity
revenue * 0.0010)
Average call handling time in seconds (Average after-call work time in seconds + Average seconds
talk time in seconds)
Average speed of answer in seconds for agent Average speed of answer in seconds for agent seconds
queue calls queue calls
Average time in seconds to inbound calls Average time in seconds to inbound calls seconds
abandoned abandoned
Average contact handling time in seconds Average contact handling time in seconds, seconds
including after-contact work
Agent schedule adherence Average agent schedule adherence percent
Number of FTEs who perform the customer service Number of FTEs who perform the customer service FTEs
function per $1 billion revenue function / (Total business entity revenue *
0.000000001)
First call resolution rate First call resolution rate percent
Percentage of contacts with CTI that have Percentage of contacts with CTI that have percent
information pop up on the agent's desktop information pop up on the agents desktop
Percentage of active customers with service level Percentage of active customers with service level percent
based on customer segmentation based on customer segmentation
Percentage of web chat or instant messaging (Inbound contacts received through web chat or percent
contacts outsourced to a third-party provider 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
Average number of contact center seats per Number of seats / Number of contact centers seats
contact center included
IVR speech recognition rate IVR speech recognition rate percent
Agent FTEs evaluated using sliding/interdependent Agent FTEs evaluated using sliding/interdependent percent
agent targets as a percentage of all agent FTEs agent targets as a percentage of all agent FTEs
Number of agent FTEs per direct supervisor FTE Number of agent FTEs / (Number of general service agent FTEs
FTEs employed to manage agents + Number of
vital service FTEs employed to manage agents)
Direct supervisors per agent FTE (Number of general service FTEs employed to direct supervisors
manage agents + Number of vital service FTEs
employed to manage agents) / Number of agent
FTEs
Percentage of active customers with active web Percentage of active customers with active web percent
accounts accounts
Transferred calls as a percentage of total inbound Transferred calls as a percentage of total inbound percent
calls calls
Calls routed to a live agent as a percentage of total Calls routed to a live agent as a percentage of total percent
inbound calls inbound calls
Calls abandoned in the agent queue as a Calls abandoned in the agent queue as a percent
percentage of total inbound calls percentage of total inbound calls
Caller authentication rate for IVR Caller authentication rate for IVR percent
Percentage of inbound calls monitored by QAM and Percentage of inbound calls monitored by QAM and percent
scored by supervisors scored by supervisors
DTMF IVR self-service resolution rate DTMF IVR self-service resolution rate percent
IVR speech self-service resolution rate IVR speech self-service resolution rate percent
Percentage of inbound email contacts outsourced (Number of total inbound contacts outsourced to a percent
to a third-party provider third-party for contacts received through 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
Percentage of inbound postal mail contacts (Percentage of inbound contacts outsourced to percent
outsourced to a third-party provider 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
Percentage of inbound web transaction contacts (Inbound contacts received through web self- percent
outsourced to a third-party provider 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
Inbound live agent calls per agent FTE Number of inbound calls received through a live calls
agent / Number of agent FTEs
Inbound contacts per agent FTE Total number of inbound contacts / Number of contacts
agent FTEs
Percentage of inbound fax contacts outsourced to a Percentage of inbound contacts outsourced to percent
third-party provider third-party for fax
Percentage of inbound IVR DTMF contacts Percentage of inbound contacts outsourced to percent
outsourced to a third-party provider third-party for IVR DTMF
Percentage of inbound IVR speech contacts Percentage of inbound contacts outsourced to percent
outsourced to a third-party provider third-party for IVR speech
Percentage of inbound live agent call contacts Percentage of inbound contacts outsourced to percent
outsourced to third-party provider third-party for live agent calls
Number of inbound calls received through a live (Number of inbound calls received through a live percent
agent as a percentage of total inbound calls agent / Number of inbound calls) * 100.0
Number of inbound calls received through IVR (Number of inbound calls received through IVR percent
speech as a percentage of total inbound calls speech / Number of inbound calls) * 100.0
Number of inbound calls received through IVR (Number of inbound calls received through IVR percent
DTMF as a percentage of total inbound calls DTMF / Number of inbound calls) * 100.0
Inbound calls related to billing as a percentage of (Number of inbound calls for billing / Number of percent
total inbound calls inbound calls) * 100.0
Inbound calls related to complaints as a (Number of inbound calls for complaints / Number percent
percentage of total inbound calls of inbound calls) * 100.0
Inbound calls related to new orders as a (Number of inbound calls for new orders / Number percent
percentage of total inbound calls of inbound calls) * 100.0
Inbound calls related to order modification or (Number of inbound calls for order modification or percent
inquiry as a percentage of total inbound calls inquiry / Number of inbound calls) * 100.0
Number of inbound calls for requirements other Percentage of inbound contacts from all channels percent
than new orders, order modifications or inquiry, related to matters other than new orders, order
billing, complaints, or technical support as a modification or inquiry, billing, complaints, or
percentage of total inbound calls technical support
Inbound contacts related to technical support as a Percentage of inbound contacts from all channels percent
percentage of total inbound contacts related to technical support
Inbound contacts related to billing as a percentage Percentage of inbound contacts from all channels percent
of total inbound contacts related to billing
Middle East contact center employees as a ( Percentage of your organization's IT headcount in percent
percentage of total contact center employees 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, Russia, Central
Asia, Middle East, and Africa )*100
Nordic countries contact center employees as a ( Percentage of your organization's IT headcount in percent
percentage of total contact center employees 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, Russia, Central
Asia, Middle East, and Africa )*100
Southeast Asia contact center employees as a ( Percentage of your organization's IT headcount in percent
percentage of total contact center employees 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, Russia, Central
Asia, Middle East, and Africa )*100
Southern Europe contact center employees as a ( Percentage of your organization's IT headcount in percent
percentage of total contact center employees 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, Russia, Central
Asia, Middle East, and Africa )*100
Western Europe contact center employees as a ( Percentage of your organization's IT headcount in percent
percentage of total contact center employees 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, Russia, Central
Asia, Middle East, and Africa )*100
Africa contact center employees as a percentage of ( Percentage of your organization's IT headcount in percent
total contact center employees 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, Russia, Central Asia, Middle
East, and Africa )*100
Central Europe contact center employees as a ( Percentage of your organization's IT headcount in percent
percentage of total contact center employees 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, Russia, Central
Asia, Middle East, and Africa )*100
Central/South America contact center employees ( Percentage of your organization's IT headcount in percent
as a percentage of total contact center employees 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,
Russia, Central Asia, Middle East, and Africa )*100
East Asia contact center employees as a ( Percentage of your organization's IT headcount in percent
percentage of total contact center employees 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, Russia, Central Asia, Middle
East, and Africa )*100
Eastern Europe contact center employees as a ( Percentage of your organization's IT headcount in percent
percentage of total contact center employees 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, Russia, Central
Asia, Middle East, and Africa )*100
Inbound contacts received via phone as a (Number of inbound contacts through calls / Total percent
percentage of total inbound contacts number of inbound contacts) * 100.0
Inbound contacts received via email as a (Number of inbound contacts through email / Total percent
percentage of total inbound contacts number of inbound contacts) * 100.0
Inbound contacts received via fax as a percentage (Number of inbound contacts through fax / Number percent
of total inbound contacts of inbound contacts) * 100.0
Number of inbound calls for the customer service (Number of inbound calls for the customer service percent
function as a percentage of total inbound calls function / Number of inbound calls) * 100.0
Business to business inbound calls as a percentage (Number of inbound calls that are business to percent
of total inbound calls business / Number of inbound calls) * 100.0
Business to consumer inbound calls as a (Number of inbound calls that are business to percent
percentage of total inbound calls consumer / Number of inbound calls) * 100.0
Call service level Service level seconds
Response time in minutes for inbound requests Response time in minutes for contacts received hours
coming from e-mail through email
Response time in minutes for inbound requests Response time in minutes for contacts received hours
coming from fax through fax
Response time in minutes for inbound requests Response time in minutes for contacts received hours
coming from postal mail through postal mail
First contact resolution rate for dedicated mobile First contact resolution rate for a dedicated mobile percent
applications ("apps") application ("app")
First contact resolution rate for email contacts First contact resolution rate for email contacts percent
First contact resolution rate for phone contacts First contact resolution rate for phone contacts percent
First contact resolution rate for postal mail First contact resolution rate for postal mail percent
First contact resolution rate for SMS First contact resolution rate for SMS (mobile phone percent
short message service) contacts
First contact resolution rate for social media First contact resolution rate for social media percent
channels such as Twitter, Facebook, or discussion
forums
First contact resolution rate for web chat or instant First contact resolution rate for web chat or instant percent
messaging including virtual agents messaging including virtual agents
First contact resolution rate for web self-service First contact resolution rate for web self-service percent
contacts contacts
Percentage of inbound SMS contacts outsourced to (Inbound contacts received through SMS (exclude percent
a third-party provider 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
Percentage of inbound social media contacts (Inbound contacts received through social media percent
outsourced to a third-party provider (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
Personnel cost to perform the process group (Percentage of internal cost to perform process dollars
"recruit, source, and select employees" per new group "recruit, source, and select employees"
hire allocated to personnel * 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
Personnel cost to perform the process group (Percentage of internal cost to perform process dollars
"recruit, source, and select employees" per group "recruit, source, and select employees"
business entity employee allocated to personnel * 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
Cycle time in days from approval of job requisition Cycle time in days from approval of job requisition days
to acceptance of job offer to acceptance of job offer
Cycle time in days from identifying the need to hire Cycle time in days from identifying the need to hire days
a new employee to approval of the job requisition a new employee to approval of job requisition
Response time in hours for routine "recruit, source, Response time in hours for a routine inquiry for the hours
and select employees" inquiries process group "recruit, source, and select
employees"
Response time in hours for non-routine "recruit, Response time in hours for a non-routine inquiry hours
source, and select employees" inquiries for the process group "recruit, source, and select
employees"
Job offer acceptance rate for middle Job offer acceptance rate for middle percent
management/specialists management/specialist employees
Job offer acceptance rate for operational Job offer acceptance rate for operational percent
workers/office staff worker/office staff employees
Job offer acceptance rate for senior Job offer acceptance rate for senior percent
management/executives management/executive employees
Number of FTEs that perform the process group Number of FTEs who perform the process group FTEs
"recruit, source, and select employees" per $1 "recruit, source, and select employees" / (Total
billion revenue business entity revenue * .000000001)
New hire satisfaction rate for the recruiting process Latest captured satisfaction rate of new hires with percent
the recruiting experience
Number of hours invested by hiring decision Number of hours invested by hiring decision hours
makers per middle management/specialist new makers per middle management/specialist new
hire hire
Number of hours invested by hiring decision Number of hours invested by hiring decision hours
makers per operational worker/office staff new hire makers per operational worker/office staff new hire
Number of business entity employees per FTE that Number of business entity employees / Number of employees
performs the process group "recruit, source, and FTEs who perform the process group "recruit,
select employees" source, and select employees"
Number of new hires per "recruit, source, and Total number of new hires / Number of FTEs who new hires
select employees" FTE perform the process group "recruit, source, and
select employees"
Middle management/specialists new hires as a Middle management/specialist new hires percent
percentage of total new hires percentage
Operational workers/office staff new hires as a Operational workers/office workers new hires percent
percentage of total new hires percentage
Senior management/executives new hires as a Senior management/executive new hires percent
percentage of total new hires percentage
Number of monthly non-routine "recruit, source, Number of non-routine inquiries received monthly inquiries
and select employees" inquiries per business entity for the process group "recruit, source, and select
employee employees" / Number of business entity employees
Number of monthly routine "recruit, source, and Number of routine inquiries received monthly for inquiries
select employees" inquiries per business entity the process group "recruit, source, and select
employee employees" / Number of business entity employees
Percentage of "recruit, source, and select Number of routine inquiries received monthly for percent
employees" inquiries received that are routine 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
Percentage of "recruit, source, and select Percentage of inquiries received for the process percent
employees" inquiries received via digital group "recruit, source and select employees"
communication channels through digital communication channels
Percentage of "recruit, source, and select Percentage of the total inquiries received monthly percent
employees" inquiries received via e-mail for the process group "recruit, source, and select
employees" via e-mail
Percentage of "recruit, source, and select Percentage of inquiries received monthly for the percent
employees" inquiries received via channels other process group "recruit, source, and select
than e-mail, phone, and face-to-face employees" via channels other than e-mail, phone,
and face-to-face interaction
Percentage of "recruit, source, and select Percentage of inquiries received monthly for the percent
employees" inquiries received via face-to-face process group "recruit, source, and select
employees" via face-to-face interaction
Percentage of "recruit, source, and select Percentage of inquiries received for the process percent
employees" inquiries received via non-digital group "recruit, source and select employees"
communication channels through non-digital communication channels
Overhead cost to perform the process group (Percentage of internal cost to perform process percent
"recruit, source, and select employees" as a group "recruit, source, and select employees"
percentage of the total cost to perform the process allocated to overhead*Internal cost to perform the
group process group "recruit, source, and select")/Total
cost to perform the process group "recruit, source,
and select"
Other cost to perform the process group "recruit, (Percentage of internal cost to perform process percent
source, and select employees" as a percentage of group "recruit, source, and select employees"
total cost to perform the process 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"
Percentage of "reward and retain employees" Percentage of inquiries received for the process percent
inquiries received via non-digital communication group "reward and retain employees" through non-
channels digital communication channels
Total cost for the learning management system per (Hardware costs associated with ownership for dollars
employee attending classroom or e-learning your LMS + Software costs associated with
training 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)
Personnel cost to perform the processes "manage ((Percentage of internal cost to perform the dollars
employee development" and "develop and train process group piece "develop and counsel-learning
employees" per $1,000 revenue only" allocated to personnel/100) * Internal cost to
perform the process group piece "develop and
counsel-learning only") / (Total business entity
revenue * .001)
Personnel cost to perform the processes "manage ((Percentage of internal cost to perform the dollars
employee development" and "develop and train process group piece "develop and counsel-learning
employees" per business entity employee only" allocated to personnel/100) * Internal cost to
perform the process group piece "develop and
counsel-learning only") / Number of business entity
employees
Personnel cost to perform the processes "manage ((Percentage of internal cost to perform the dollars
employee orientation and deployment," "manage process group piece "develop and counsel-
employee performance," and "manage employee performance and employee relations" allocated to
relations" per business entity employee personnel/100) * Internal cost to perform the
process group piece "develop and counsel-
performance and employee relations") / Number of
business entity employees
Total cost to perform the process group "develop (Total cost to perform the process group piece dollars
and counsel employees" per business entity "develop and counsel-learning only" + Total cost to
employee perform the process group piece "develop and
counsel-performance and employee relations") /
Number of business entity employees
Personnel cost to perform the process group (Percentage of internal cost to perform the process dollars
"develop and counsel employees" per $1,000 group "develop and counsel employees" allocated
revenue to personnel cost * Percentage of total cost to
perform the process group "develop and counsel
employees" allocated to internal cost * 0.0001 *
Total cost to perform the process group "develop
and counsel employees" ) / (Total business entity
revenue * 0.001)
Learning management system hardware cost per Hardware costs associated with ownership for your dollars
employee attending classroom or e-learning LMS / (Number of employees who attend e-learning
training training + Number of employees who attend
classroom training)
Learning management system software cost per Software costs associated with ownership for your dollars
employee attending classroom or e-learning LMS / (Number of employees who attend e-learning
training training + Number of employees who attend
classroom training)
Learning management system upgrade and Upgrade and maintenance costs associated with dollars
maintenance cost per employee attending ownership for your LMS / (Number of employees
classroom or e-learning training who attend e-learning training + Number of
employees who attend classroom training)
Cost to maintain and support the learning Labor cost for temporary or contract employees to dollars
management system per temporary maintain and support LMS / Number of temporary
staff/contractor dedicated to the activity or contract employees required to maintain and
support LMS
Total cost to perform the process group "develop Total cost to perform the process group "develop dollars
and counsel employees" per $1,000 revenue and counsel employees" / (Total business entity
revenue * .001)
Total cost to perform the processes "manage Total cost to perform the process group piece dollars
employee development" and "develop and train "develop and counsel-learning only" / (Total
employees" per $1,000 revenue business entity revenue * .001)
Total cost to perform the processes "manage Total cost to perform the process group piece dollars
employee development" and "develop and train "develop and counsel-performance and employee
employees" per business entity employee relations" / Number of business entity employees
Total cost to perform the processes "manage Total cost to perform the process group piece dollars
employee orientation and deployment," "manage "develop and counsel-performance and employee
employee performance," and "manage employee relations" / (Total business entity revenue * .001)
relations" per $1,000 revenue
Total cost to perform the processes "manage Total cost to perform the process group piece dollars
employee orientation and deployment," "manage "develop and counsel-performance and employee
employee performance," and "manage employee relations" / Number of business entity employees
relations" per business entity employee
Number of FTEs that perform the process group (Number of FTEs who perform the process group FTEs
"develop and counsel employees" per $1 billion piece "develop and counsel-performance and
revenue employee relations" + Number of FTEs who
perform the process group piece "develop and
counsel-learning only") / (Total business entity
revenue * .000000001)
Number of FTEs that perform the processes Number of FTEs who perform the process group FTEs
"manage employee development" and "develop piece "develop and counsel-learning only" / (Total
and train employees" per $1 billion revenue business entity revenue * .000000001)
Number of FTEs that perform the processes Number of FTEs who perform the process group FTEs
"manage employee orientation and deployment," piece "develop and counsel-performance and
"manage employee performance," and "manage employee relations" / (Total business entity
employee relations" per $1 billion revenue revenue * .000000001)
Number of business entity employees per FTE that Number of business entity employees / (Number of employees
performs the process group "develop and counsel FTEs who perform the process group piece
employees" "develop and counsel-performance and employee
relations" + Number of FTEs who perform the
process group piece "develop and counsel-learning
only")
Number of business entity employees per "manage Number of business entity employees / Number of employees
employee development" and "develop and train FTEs who perform the process group piece
business entity employees" FTE "develop and counsel-learning only"
Number of business entity employees per "manage Number of business entity employees / Number of employees
employee orientation and deployment," "manage FTEs who perform the process group piece
employee performance," and "manage employee "develop and counsel-performance and employee
relations" FTE relations"
Outsourced cost of the processes "manage (Outsourced cost to perform the process group percent
employee development" and "develop and train piece "develop and counsel-learning only"/Total
employees" as a percentage of the total cost to cost to perform the process group piece "develop
perform the processes and counsel-learning only")*100
Outsourced cost of the processes "manage (Outsourced cost to perform the process group percent
employee orientation and deployment," "manage piece "develop and counsel-performance and
employee performance," and "manage employee employee relations"/Total cost to perform the
relations" as a percentage of the total cost to process group piece "develop and counsel-
perform the processes performance and employee relations")*100
Other cost to perform the processes "manage (Percentage of internal cost to perform the process percent
employee development" and "develop and train group piece "develop and counsel-learning only"
employees" as a percentage of total cost to allocated to costs other than personnel, systems,
perform the processes and overhead*Internal cost to perform the process
group piece "develop and counsel-learning
only")/Total cost to perform the process group
piece "develop and counsel-learning only"
Other cost of the processes "manage employee (Percentage of internal cost to perform the process percent
orientation and deployment," "manage employee group piece "develop and counsel-performance
performance," and "manage employee relations" and employee relations" allocated to costs other
as a percentage of total cost to perform the than personnel, systems, and overhead*Internal
processes cost to perform the process group piece "develop
and counsel-performance and employee
relations")/Total cost to perform the process group
piece "develop and counsel-performance and
employee relations"
Overhead cost to perform the processes "manage (Percentage of internal cost to perform the process percent
employee orientation and deployment," "manage group piece "develop and counsel-performance
employee performance," and "manage employee and employee relations" allocated to
relations" as a percentage of the total cost to overhead*Internal cost to perform the process
perform the processes group piece "develop and counsel-performance
and employee relations")/Total cost to perform the
process group piece "develop and counsel-
performance and employee relations"
Personnel cost to perform the processes "manage (Percentage of internal cost to perform the process percent
employee development" and "develop and train group piece "develop and counsel-learning only"
employees" as a percentage of the total cost to allocated to personnel*Internal cost to perform the
perform the processes process group piece "develop and counsel-learning
only")/Total cost to perform the process group
piece "develop and counsel-learning only"
Personnel cost to perform the processes "manage (Percentage of internal cost to perform the process percent
employee orientation and deployment," "manage group piece "develop and counsel-performance
employee performance," and "manage employee and employee relations" allocated to
relations" as a percentage of the total cost to personnel*Internal cost to perform the process
perform the processes group piece "develop and counsel-performance
and employee relations")/Total cost to perform the
process group piece "develop and counsel-
performance and employee relations"
Percentage of "develop and counsel employees" Percentage of inquiries received monthly for the percent
inquiries received via channels other than e-mail, process group "develop and counsel employees"
phone, and face-to-face via channels other than e-mail, phone, and face-to-
face interaction
Percentage of "develop and counsel employees" Percentage of inquiries received for the process percent
inquiries received via digital communication group "develop and counsel employees"
channels employees" through digital communication
channels
Percentage of "develop and counsel employees" Percentage of inquiries received monthly for the percent
inquiries received via e-mail process group "develop and counsel" via e-mail
Percentage of "develop and counsel employees" Percentage of inquiries received monthly for the percent
inquiries received via face-to-face process group "develop and counsel employees"
via face-to-face interaction
Percentage of "develop and counsel employees" Percentage of inquiries received for the process percent
inquiries received via non-digital communication group "develop and counsel employees"
channels employees" through non-digital communication
channels
Percentage of "develop and counsel employees" Percentage of inquiries received monthly for the percent
inquiries received via phone process group "develop and counsel" via phone
Percentage of "develop and counsel employees" Number of non-routine inquiries received monthly percent
inquiries received that are non-routine 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
Systems cost to perform the processes "manage (Percentage of internal cost to perform the process percent
employee orientation and deployment," "manage group piece "develop and counsel-performance
employee performance," and "manage employee and employee relations" allocated to
relations" as a percentage of the total cost to systems*Internal cost to perform the process group
perform the processes piece "develop and counsel-performance and
employee relations")/Total cost to perform the
process group piece "develop and counsel-
performance and employee relations"
Personnel cost to perform the process group Percentage of internal cost to perform the process percent
"Develop and counsel employees" as a percentage group "develop and counsel employees" allocated
of the total cost to perform the process group to personnel cost * 0.01 * Percentage of total cost
to perform the process group "develop and counsel
employees" allocated to internal cost
Systems cost to perform the process group Percentage of internal cost to perform the process percent
"Develop and counsel employees" as a percentage group "develop and counsel employees" allocated
of the total cost to perform the process group to systems cost * 0.01 * Percentage of total cost to
perform the process group "develop and counsel
employees" allocated to internal cost
Overhead and other costs to perform the process Percentage of internal cost to perform the process percent
group "Develop and counsel employees" as a group "develop and counsel employees" allocated
percentage of the total cost to perform the process to overhead and other costs * 0.01 * Percentage of
group total cost to perform the process group "develop
and counsel employees" allocated to internal cost
Average tenure in months for business entity Average tenure in months for business entity months
agents agents
Number of FTEs that perform the process group Number of FTEs who perform the process group FTEs
"reward and retain employees" per $1 billion "reward and retain employees" / (Total business
revenue entity revenue * .000000001)
Number of business entity employees per FTE that Number of business entity employees / Number of employees
performs the process group "reward and retain FTEs who perform the process group "reward and
employees" retain employees"
Number of monthly non-routine "reward and retain Number of non-routine inquiries received monthly inquiries
employees" inquiries per business entity employee for the process group "reward and retain
employees" / Number of business entity employees
Number of monthly routine "reward and retain Number of routine inquiries received monthly for inquiries
employees" inquiries per business entity employee the process group "reward and retain employees" /
Number of business entity employees
Systems cost to perform the process group "reward (Percentage of internal cost to perform the process percent
and retain employees" as a percentage of the total group "reward and retain employees" allocated to
cost to perform the process group systems*Internal cost to perform the process group
"reward and retain employees")/Total cost to
perform the process group "reward and retain
employees"
Personnel cost to perform the process group (Percentage of internal cost to perform the process percent
"reward and retain employees" as a percentage of group "reward and retain employees" allocated to
the total cost to perform the process group personnel*Internal cost to perform the process
group "reward and retain employees")/Total cost to
perform the process group "reward and retain
employees"
Number of days absent per employee excluding Number of days absent due to sickness excluding days
maternity and paternity leave maternity and paternity leave per employee
Number of days absent per employee including Number of days absent due to sickness, maternity, days
maternity and paternity leave and paternity leave per employee
Percentage of "reward and retain employees" Percentage of inquiries received monthly for the percent
inquiries received via e-mail process group "reward and retain employees" via
e-mail
Percentage of "reward and retain employees" Percentage of inquiries received monthly for the percent
inquiries received via face-to-face process group "reward and retain employees" via
face-to-face interaction
Percentage of "reward and retain employees" Number of routine inquiries received monthly for percent
inquiries received that are routine 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
Percentage of "reward and retain employees" Percentage of inquiries received monthly for the percent
inquiries received via channels other than e-mail, process group "reward and retain employees" via
phone, and face-to-face channels other than e-mail, phone, and face-to-
face interaction
Overhead cost to perform the process group (Percentage of internal cost to perform the process percent
"reward and retain employees" as a percentage of group "reward and retain employees" allocated to
the total cost to perform the process group overhead*Internal cost to perform the process
group "reward and retain employees")/Total cost to
perform the process group "reward and retain
employees"
Base pay per middle management or specialist Total base pay for middle management/specialist dollars
employee employees / Number of middle
management/specialist employees
Base pay per operational worker or office staff Total base pay for operational worker/office staff dollars
employee employees / Number of operational worker/office
staff employees
Base pay per senior management or executive Total base pay for senior management/executive dollars
employee employees / Number of senior
management/executive employees
Outsourced cost of the process group "reward and Outsourced cost to perform the process group percent
retain employees" as a percentage of the total cost "reward and retain employees"/Total cost to
to perform the process group perform the process group "reward and retain
employees"*100
Percentage of "reward and retain employees" Percentage of inquiries received monthly for the percent
inquiries received via phone process group "reward and retain employees" via
phone
Number of vacation days per year per employee Number of vacation days per year per employee days
Senior management or executive overtime pay as (Total overtime pay for senior percent
a percentage of total pay (including cost of management/executive employees/Total pay for
benefits) senior management/executive employees)*100
Middle management or specialist overtime pay as (Total overtime pay for middle percent
a percentage of total pay (including cost of management/specialist employees/Total pay for
benefits) middle management/specialist employees)*100
Operational workers or office staff overtime pay as (Total overtime pay for operational worker/office percent
a percentage of total pay (including cost of staff employees/Total pay for operational
benefits) worker/office staff employees)*100
Personnel cost to perform the process group ((Percentage of internal cost to perform the dollars
"redeploy and retire employees" per $1,000 process group "redeploy and retire employees"
revenue allocated to personnel * Internal cost to perform
the process group "redeploy and retire
employees") / 100) / (Total business entity revenue
* .001)
Response time in hours for non-routine "redeploy Response time in hours for a non-routine inquiry hours
and retire employees" inquiries for the process group "redeploy and retire
employees"
Number of FTEs that perform the process group Number of FTEs who perform the process group FTEs
"redeploy and retire employees" per $1 billion "redeploy and retire employees" / (Total business
revenue entity revenue * .000000001)
Number of internal hires per "redeploy and retire Number of vacancies filled by internal candidates / internal hires
employees" FTE Number of FTEs who perform the process group
"redeploy and retire employees"
Number of business entity employees per FTE that Number of business entity employees / Number of employees
performs the process group "redeploy and retire FTEs who perform the process group "redeploy and
employees" retire employees"
Number of monthly non-routine "redeploy and Number of non-routine inquiries received monthly inquiries
retire employees" inquiries per business entity for the process group "redeploy and retire
employee employees" / Number of business entity employees
Percentage of "redeploy and retire employees" Percentage of inquiries received monthly for the percent
inquiries received via face-to-face process group "redeploy and retire" via face-to-
face interaction
Percentage of "redeploy and retire employees" Percentage of inquiries received monthly for the percent
process inquiries received via channels other than process group "redeploy and retire" via channels
e-mail, phone, and face-to-face other than e-mail, phone, and face-to-face
interaction
Percentage of "redeploy and retire employees" Percentage of inquiries received monthly for the percent
process inquiries received via e-mail process group "redeploy and retire" via e-mail
Percentage of "redeploy and retire employees" Percentage of inquiries received monthly for the percent
process inquiries received via phone process group "redeploy and retire" via phone
Outsourced cost of the process group "redeploy Outsourced cost to perform the process group percent
and retire employees" as a percentage of the total "redeploy and retire employees"/Total cost to
cost to perform the process group perform the process group "redeploy and retire
employees"*100
Other cost to perform the process group "redeploy (Percentage of internal cost to perform the process percent
and retire employees" as a percentage of the total group "redeploy and retire employees" allocated to
cost to perform the process group 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"
Overhead cost to perform the process group (Percentage of internal cost to perform the process percent
"redeploy and retire employees" as a percentage group "redeploy and retire employees" allocated to
of the total cost to perform the process group overhead*Internal cost to perform the process
group "redeploy and retire employees")/Total cost
to perform the process group "redeploy and retire
employees"
Percentage of "redeploy and retire employees" Percentage of inquiries received for the process percent
inquiries received via non-digital communication group "redeploy and retire employees" employees"
channels through non-digital communication channels
Percentage of "redeploy and retire employees" Number of non-routine inquiries received monthly percent
inquiries received that are non-routine 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
Percentage of "redeploy and retire employees" Number of routine inquiries received monthly for percent
inquiries received that are routine 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
Cycle time in days from identifying the need to hire Cycle time in days from identifying the need to hire days
a new employee until new hire begins in the a new employee to approval of job requisition +
agreed position Cycle time in days from approval of job requisition
to acceptance of job offer + Cycle time in days
from job offer acceptance until new hire begins in
the agreed position, including time for orientation
and initial set-up
Cycle time in days from job acceptance until new Cycle time in days from job offer acceptance until days
hire begins in the agreed position new hire begins in the agreed position, including
time for orientation and initial set-up
Percentage of senior management/executive new Percentage of senior management/executive percent
hire retention after 12 months employees who joined in the past 12 months that
are still within your business entity
Percentage of middle management/specialist new Percentage of middle management/specialist percent
hire retention after 12 months employees who joined in the past 12 months that
are still within your business entity
Percentage of operational worker/office staff new Percentage of operational worker/office staff percent
hire retention after 12 months employees who joined in the past 12 months who
are still within your business entity
Total cost to perform the process "manage (Percentage of total cost to perform the process dollars
employee orientation and deployment" per group "develop and counsel employees" allocated
business entity employee to the process "manage employee orientation and
deployment" * 0.01 * Total cost to perform the
process group "develop and counsel employees" ) /
Number of business entity employees
Cost to perform the process "manage employee Percentage of total cost to perform the process percent
orientation and deployment" as a percentage of group "develop and counsel employees" allocated
the total cost to perform the process group to the process "manage employee orientation and
"develop and counsel employees" deployment"
Total cost to perform the process "Manage (Percentage of total cost to perform the process dollars
employee performance" per $1,000 revenue group "develop and counsel employees" allocated
to the process "manage employee performance" *
0.01 * Total cost to perform the process group
"develop and counsel employees" ) / (Total
business entity revenue * 0.001)
Cycle time in days for the formal performance Cycle time in days from start to finish for a formal days
review process from start to finish for middle performance review for a middle
management/specialists management/specialist employee
Cycle time in days for the formal performance Cycle time in days from start to finish for a formal days
review process from start to finish for Operational performance review for an operational
workers/office staff worker/office staff employee
Cycle time in days for the formal performance Cycle time in days from start to finish for a formal days
review process from start to finish for senior performance review for a senior
management/executives management/executive employee
Percentage of operational workers/office staff that Percentage of operational worker/office staff percent
receive a formal performance review employees who receive a formal performance
review
Percentage of middle management/specialists that Percentage of middle management/specialist percent
receive a formal performance review employees who receive a formal performance
review
Percentage of senior management/executives that Percentage of senior management/executive percent
receive a formal performance review employees who receive a formal performance
review
Total cost to perform the process "Manage (Percentage of total cost to perform the process dollars
employee development" per business entity group "develop and counsel employees" allocated
employee to the process "manage employee development" *
0.01 * Total cost to perform the process group
"develop and counsel employees" ) / Number of
business entity employees
Cost to perform the process "manage employee Percentage of total cost to perform the process percent
development" as a percentage of the total cost to group "develop and counsel employees" allocated
perform the process group "develop and counsel to the process "manage employee development"
employees"
Total cost to perform the process "Develop and Total cost to perform the process "Develop and dollars
train employees" per business entity employee train employees" / Number of business entity
employees
Total cost to perform the process "Develop and Total cost to perform the process "Develop and dollars
train employees" per $1,000 revenue train employees" / (Total business entity revenue *
0.001)
Personnel cost to perform the process "Develop (Percentage of internal cost of the process dollars
and train employees" per business entity employee "Develop and train employees" allocated to
personnel cost * Percentage of total cost of the
process "Develop and train employees" allocated
to internal cost * Total cost to perform the process
"Develop and train employees" * 0.0001) /
Number of business entity employees
Internal cost to perform learning administration Internal cost for learning administration / (Total dollars
activities per $1,000 revenue business entity revenue * 0.0010)
Internal cost to perform learning administration Internal cost for learning administration/ Number of dollars
activities per business entity employee business entity employees
Learning budget per business entity employee Budget for learning for the process group "develop dollars
and counsel-learning only"/Number of business
entity employees
Average time in days to close an identified skill or Cycle time in days to close an identified skill or days
capability gap through training for an operational capability gap through training for an operational
workers/office staff employee worker/office staff employee
Average time in days to close an identified skill or Cycle time in days to close an identified skill or days
capability gap through training for a middle capability gap through training for a middle
management/specialists employee management/specialist employee
Average time in days to close an identified skill or Cycle time in days to close an identified skill or days
capability gap through training for a senior capability gap through training for a senior
management/executives employee management/executive
Average time in days to close an identified skill or Number of calendar days per employee to close an days
capability gap through training for an employee identified skill or capability gap through training
Percentage of operational staff/office staff who Percentage of operational worker/office staff who percent
attended management development programs attend management development programs
Number of FTEs that perform the process "develop Number of FTEs who perform the process "Develop FTEs
and train employees" per $1 billion revenue and train employees" / (Total business entity
revenue * .000000001)
Hours spent developing new classroom training Number of hours for developing classroom hours
content per trainee training / Number of employees who attend
classroom training
Hours spent developing new e-learning training Number of hours for developing e-learning hours
content per trainee training / Number of employees who attend e-
learning training
Number of business entity employees per "Develop Number of business entity employees / Number of employees
and train employees" FTE FTEs who perform the process "Develop and train
employees"
Number of business entity employees per FTE in Number of business entity employees / Number of employees
learning administration FTEs who perform learning administrative activities
(exclude the activities for processing and
distributing payments)
Percentage of learning days delivered using Percentage of learning days delivered through percent
correspondence courses correspondence courses
Percentage of learning days delivered using e- Percentage of learning days delivered through e- percent
learning (interactive) learning (interactive)
Percentage of learning days delivered using Percentage of learning days delivered through percent
streaming video streaming video
Percentage of learning days delivered using virtual, Percentage of learning days delivered through a percent
classroom-based training delivered online virtual or classroom-based training online
Percentage of operational workers/office staff Percentage of salaries for all operational percent
salary that is performance-related pay worker/office staff employees that is performance-
related pay
Percentage of middle management/specialist Percentage of salaries for all middle percent
salary that is performance-related pay management/specialist employees that is
performance-related pay
Percentage of senior management/executive salary Percentage of salaries for all senior percent
that is performance-related pay management/executive employees that is
performance-related pay
Internal cost to perform payroll administration Internal cost for payroll administration / (Total dollars
activities per $1,000 revenue business entity revenue * 0.0010)
Internal cost to perform payroll administration Internal cost for payroll administration/Number of dollars
activities per business entity employee business entity employees
Number of FTEs that perform payroll administration Number of FTEs who perform payroll administrative FTEs
activities per $1 billion revenue activities (exclude the activities for processing and
distributing payments) / (Total business entity
revenue*.000000001)
Number of business entity employees per FTE in Number of business entity employees / Number of employees
payroll administration FTEs who perform payroll administrative activities
(exclude the activities for processing and
distributing payments)
Total expatriation cost as a percentage of total cost (Total expenditure for expatriation / Total costs of percent
of continuing operations continuing operations)*100
Percentage of business entity employees that were Percentage of employees redeployed for reasons percent
redeployed for reasons other than filling a vacancy other than filling a vacancy
Percentage of the work force that are expatriates Percentage of business entity's work force that are percent
expatriates
Middle management/specialists voluntary (Number of voluntary employee terminations for percent
terminations as a percentage of total voluntary middle management/specialist employees /
terminations Number of voluntary employee terminations)*100
Percentage of total vacancies filled by internal Percentage of vacancies at your business entity percent
candidates that are filled by internal candidates
Average time in days to fulfill an ad hoc Cycle time in days for the function "develop and days
information request manage human capital" to fulfill an ad hoc
information request
Response time in hours for non-routine "manage Response time in hours for a non-routine inquiry hours
employee information" inquiries for the process group "manage employee
information"
Response time in hours for routine "manage Response time in hours for a routine inquiry for the hours
employee information" inquiries process group "manage employee information"
Percentage of "manage employee information" Number of non-routine inquiries received monthly percent
inquiries received that are non-routine 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
Percentage of "manage employee information" Percentage of inquiries received monthly for the percent
inquiries received via channels other than e-mail, process group "manage employee information" via
phone, and face-to-face channels other than e-mail, phone, and face-to-
face interaction
Percentage of "manage employee information" Percentage of inquiries received for the process percent
inquiries received via digital communication group "manage employee information" employees"
channels through digital communication channels
Percentage of "manage employee information" Percentage of inquiries received monthly for the percent
inquiries received via e-mail process group "manage employee information" via
e-mail
Percentage of "manage employee information" Percentage of inquiries received monthly for the percent
inquiries received via face-to-face process group "manage employee information" via
face-to-face interaction
Percentage of "manage employee information" Percentage of inquiries received for the process percent
inquiries received via non-digital communication group "manage employee information" employees"
channels through non-digital communication channels
Percentage of "manage employee information" Percentage of inquiries received monthly for the percent
inquiries received via phone process group "manage employee information" via
phone
Number of monthly routine "manage employee Number of routine inquiries received monthly for inquiries
information" inquiries per business entity the process group "manage employee information"
employee / Number of business entity employees
Total cost to perform the process "manage Total cost to perform the process group "manage dollars
business resiliency and risk", including business resiliency and risk" / (Total business entity
depreciation/amortization, per $1,000 revenue revenue * 0.0010)
Total cost to perform the process "manage the Total cost to perform the process group "manage dollars
business of IT", including the business of IT" / (Total business entity revenue
depreciation/amortization, per $1,000 revenue * 0.0010)
Overhead cost to perform the process group Overhead cost to perform the process group dollars
"manage the business of information technology", "manage the business of information technology" /
including depreciation/amortization, per $100,000 (Total business entity revenue * 0.000010)
revenue
Other cost of the process group "manage the Costs other than personnel, systems, overhead, dollars
business of information technology", including and outsourced to perform the process group
depreciation/amortization, per $100,000 revenue "manage the business of IT" / (Total business entity
revenue * 0.000010)
Overhead cost to perform the process group Overhead cost to perform the process group dollars
"manage business resiliency and risk", including "manage business resiliency and risk" / (Total
depreciation/amortization, per $100,000 revenue business entity revenue * 0.000010)
Other cost of the process group "manage business Costs other than personnel, systems, overhead, dollars
resiliency and risk", including and outsourced to perform the process group
depreciation/amortization, per $100,000 revenue "manage business resiliency and risk" / (Total
business entity revenue * 0.000010)
Outsourced cost of the process group "manage Outsourced cost to perform the process group dollars
business resiliency and risk", including "manage business resiliency and risk" / (Total
depreciation/amortization, per $100,000 revenue business entity revenue * 0.000010)
Systems cost of the process group "manage Systems cost to perform the process group dollars
business resiliency and risk", including "manage business resiliency and risk" / (Total
depreciation/amortization, per $100,000 revenue business entity revenue * 0.000010)
Systems cost to perform the process group Systems cost to perform the process group dollars
"manage the business of information technology", "manage the business of information technology" /
including depreciation/amortization, per $100,000 (Total business entity revenue * 0.000010)
revenue
Personnel cost of the process group "manage Personnel cost to perform the process group dollars
business resiliency and risk", including "manage business resiliency and risk" / (Total
depreciation/amortization, per $1,000 revenue business entity revenue * 0.0010)
Personnel cost of the process group "manage the Personnel cost to perform the process group dollars
business of information technology", including "manage the business of IT" / (Total business entity
depreciation/amortization, per $1,000 revenue revenue * 0.0010)
Time in months to respond to major business shifts Time in months to respond to a major business months
shift
Time in weeks to close an identified IT skill or Time in weeks to close an identified IT skill or weeks
capability gap capability gap
Percentage of total IT cost, including Percentage of IT cost allocated to the process percent
depreciation/amortization, allocated to process group "manage business resiliency and risk"
group "manage business resiliency and risk"
Percentage of business entity IT FTEs who perform Percentage of IT FTEs performing the process area percent
the process group "manage the business of "manage the business of IT"
information technology"
Percentage of total IT cost, excluding Percentage of IT operating cost (excluding Percent
depreciation/amortization, allocated to process depreciation/amortization) dedicated to process
group "manage the business of information "manage the business of IT"
technology"
Personnel cost of the process group "develop and Personnel cost to perform the process group dollars
manage IT customer relationships", including "develop and manage IT customer relationships" /
depreciation/amortization, per $1,000 revenue (Total business entity revenue * 0.0010)
Total cost to perform the process group "develop Total cost to perform the process group "develop dollars
and manage IT customer relationships", including and manage IT customer relationships" / (Total
depreciation/amortization, per $1,000 revenue business entity revenue * 0.0010)
Other cost of the process group "develop and Costs other than personnel, systems, overhead, dollars
manage information technology customer and outsourced to perform the process group
relationships", including depreciation/amortization, "develop and manage IT customer relationships" /
per $100,000 revenue (Total business entity revenue * 0.000010)
Outsourced cost of the process group "develop and Outsourced cost to perform the process group dollars
manage information technology customer "develop and manage IT customer relationships" /
relationships", including depreciation/amortization, (Total business entity revenue * 0.000010)
per $100,000 revenue
Overhead cost of the process group "develop and Overhead cost to perform the process group dollars
manage IT customer relationships", including "develop and manage IT customer relationships" /
depreciation/amortization, per $100,000 revenue (Total business entity revenue * 0.000010)
Total cost of the process group "develop and (Total annual IT cost (excluding Dollars
manage IT customer relationships", excluding depreciation/amortization) * Percentage of total IT
depreciation/amortization, per $1,000 revenue cost (excluding depreciation/amortization)
allocated to IT operating cost * Percentage of IT
operating cost (excluding
depreciation/amortization) dedicated to process
"develop and manage IT customer relationships"
*.0001) / (Total business entity revenue * 0.0010)
Level of FTE experience in years for the process Average level of experience in years for FTEs who years
group "develop and manage information perform the process group "develop and manage IT
technology customer relationships" customer relationships"
Percentage of total IT cost, excluding Percentage of IT operating cost (excluding Percent
depreciation/amortization, allocated to process depreciation/amortization) dedicated to process
group "develop and manage IT customer "develop and manage IT customer relationships"
relationships"
Percentage of business entity IT FTEs who perform Percentage of IT FTEs performing the process area percent
the process group "develop and manage it "Develop and manage IT customer relationships"
customer relationships"
Percentage of IT budget, including (IT budget allocated to the process group "develop percent
depreciation/amortization, allocated to the process and manage IT customer relationships" / IT budget,
group "develop and manage IT customer including depreciation/amortization, for the past
relationships" year) * 100.0
Total cost to perform the process group "manage (Total cost to perform the process "develop dollars
enterprise information", including information and content management strategies"
depreciation/amortization, per $1,000 revenue + 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)
Average time in weeks to create the enterprise Average time in weeks to create the enterprise weeks
information management strategic plan information management strategic plan
Average time in weeks to set up a complex Average time in weeks to set up a complex weeks
technical interface for a user of a defined data technical interface
content source
Average time in weeks to set up a medium Average time in weeks to set up a medium weeks
technical interface for a user of a defined data complex technical interface
content source
Average time in weeks to set up a simple technical Average time in weeks to set up a simple technical weeks
interface for a user of a defined data content interface
source
Time in weeks to report on compliance status of Time in weeks to report on compliance status of weeks
the information architecture the information architecture
Average percentage change in detected exceptions Percentage change in detected exceptions to the percent
to the information architecture per year information architecture per year
Percentage of IT budget, including (IT budget allocated to the process group "manage percent
depreciation/amortization, allocated to the process enterprise information" / IT budget, including
group "manage enterprise information" depreciation/amortization, for the past year) *
100.0
Personnel cost to perform the process group Personnel cost to perform the process "develop dollars
"develop and maintain information technology and maintain information technology solutions" /
solutions", including depreciation/amortization, per (Total business entity revenue * 0.0010)
$1,000 revenue
Overhead cost to perform the process group Overhead cost to perform the process "develop dollars
"develop and maintain information technology and maintain information technology solutions" /
solutions", including depreciation/amortization, per (Total business entity revenue * 0.000010)
$100,000 revenue
Outsourced cost of the process group "develop and Outsourced cost to perform the process "develop dollars
maintain information technology solutions", and maintain information technology solutions" /
including depreciation/amortization, per $100,000 (Total business entity revenue * 0.000010)
revenue
Other cost of the process group "develop and Costs other than personnel, systems, overhead, dollars
maintain information technology solutions", and outsourced to perform the process "develop
including depreciation/amortization, per $100,000 and maintain information technology solutions" /
revenue (Total business entity revenue * 0.000010)
Percentage of initially planned functionality that is Percentage of initially planned functionality percent
delivered for application development and delivered for application
maintenance projects in the most recent year development/maintenance projects in the most
recent year
Percentage of application development and Percentage of application development and percent
maintenance projects in the most recent year maintenance projects in the most recent year
delivered on or below budget delivered on or below budget
Percentage of application development and Percentage of application development and percent
maintenance projects in the most recent year maintenance projects in the most recent year
delivered on time or early delivered on time or early
Percentage of IT budget, including Percentage of IT budget allocated towards service percent
depreciation/amortization, allocated towards oriented architecture (SOA)
service oriented architecture (SOA)
Average number of production defects in both Average number of production defects in both Points
enhancements and new developments per 1,000 enhancements and new developments per 1,000
function points function points
Percentage of business entity IT FTEs who perform Percentage of IT FTEs performing the process area percent
the process group "develop and maintain "Develop and maintain information technology
information technology solutions" solutions"
Percentage of total IT cost, including Percentage of IT cost allocated to the process percent
depreciation/amortization, allocated to process group "develop and maintain information
group "develop and maintain information technology solutions"
technology solutions"
Average backlog of application break/fix requests Average backlog of application break/fix requests number of
for the current year break/fix requests
Number of development projects for the current Number of application development projects with development
year between $1 million and $100 million values between $1 million and $100 million for the projects
current year
Number of development projects for the current Number of application development projects with development
year between $100,000 and $250,000 values between $100,000 and $250,000 for the projects
current year
Number of development projects for the current Number of application development projects with development
year between $250,000 and $500,000 values between $250,000 and $500,000 for the projects
current year
Number of development projects for the current Number of application development projects with development
year between $500,000 and $1 million values between $500,000 and $1 million for the projects
current year
Number of development projects for the current Number of application development projects with development
year greater than $100 million values greater than $100 million for the current projects
year
Number of development projects for the current Number of application development projects with development
year less than $100,000 values less than $100,000 for the current year projects
Percentage of service oriented architecture Percentage of service oriented architecture (SOA) percent
services that are external services published or exposed externally
Personnel cost of the process group "deploy Personnel cost to perform the process group dollars
information technology solutions", including "deploy IT solutions" / (Total business entity
depreciation/amortization, per $1,000 revenue revenue * 0.0010)
Other cost of the process group "deploy Costs other than personnel, systems, overhead, dollars
information technology solutions", including and outsourced to perform the process group
depreciation/amortization, per $100,000 revenue "deploy IT solutions" / (Total business entity
revenue * 0.000010)
Outsourced cost of the process group "deploy Outsourced cost to perform the process group dollars
information technology solutions", including "deploy IT solutions" / (Total business entity
depreciation/amortization, per $100,000 revenue revenue * 0.000010)
Overhead cost to perform the process group Overhead cost to perform the process group dollars
"deploy information technology solutions", "deploy IT solutions" / (Total business entity
including depreciation/amortization, per $100,000 revenue * 0.000010)
revenue
Total cost to perform the process group "deploy ((Percentage of IT cost allocated to the process dollars
information technology solutions", including group "deploy IT solutions"/100) * IT costs during
depreciation/amortization, per $1,000 revenue the past year) / (Total business entity revenue *
0.0010)
Average time in weeks to make a change to the Time in weeks to make a change into the weeks
production environment production environment
Average time in weeks to deploy a new release into Time in weeks to deploy a new release into the weeks
the production environment production environment
Average time in days to deploy new computing Average time in days to deploy new computing Days
capacity capacity
Number of IT FTEs that perform the process group (Number of FTEs who perform the function FTEs
"deploy information technology solutions" per $1 "manage information technology" * Percentage of
billion revenue IT FTEs performing the process area "Deploy
information technology solutions" *.01) / (Total
business entity revenue * 0.0000000010)
Level of FTE experience in years for the process Average level of experience in years for FTEs who years
group "deploy information technology solutions" perform the process group "deploy IT solutions"
Percentage of unscheduled outages from change Percentage of unscheduled outages related to or percent
requests resulting from a change request
Percentage of unscheduled outages from release Percentage of unscheduled outages related to or percent
introductions resulting from a release introduction
Percentage of IT budget, including (IT budget allocated to the process group "deploy percent
depreciation/amortization, allocated to the process IT solutions" / IT budget, including
group "deploy information technology solutions" depreciation/amortization, for the past year) *
100.0
Percentage of business entity IT FTEs who perform Percentage of IT FTEs performing the process area percent
the process group "deploy it solutions" "Deploy information technology solutions"
Percentage of total IT cost, excluding Percentage of IT operating cost (excluding Percent
depreciation/amortization, allocated to process depreciation/amortization) dedicated to process
group "deploy information technology solutions" "deploy IT solutions"
Total IT budget to support product development, IT budget dedicated to supporting product dollars
including depreciation/amortization, per user development / Users of IT systems supporting
product development
Annual fixed vs. variable cost ratio for the IT Fixed-to-variable cost ratio for IT budget supporting fixed to variable
budget to support product development, including product development cost
depreciation/amortization,
IT operating cost reduction target for product IT operating cost reduction target percent
development, including depreciation/amortization,
Overhead cost to perform the process group Overhead cost to perform the process group dollars
"deliver and support information technology "deliver and support IT service" / (Total business
services", including depreciation/amortization, per entity revenue * 0.000010)
$100,000 revenue
Outsourced cost of the process group "deliver and Outsourced costs to perform the process group dollars
support information technology services", including "deliver and support IT service" / (Total business
depreciation/amortization, per $100,000 revenue entity revenue * 0.000010)
Other cost of the process group "deliver and Costs other than personnel, systems, overhead, dollars
support information technology services", including and outsourced to perform the process group
depreciation/amortization, per $100,000 revenue "deliver and support IT service" / (Total business
entity revenue * 0.000010)
Personnel cost of the process group "deliver and Personnel cost to perform the process group dollars
support information technology services", including "deliver and support IT service" / (Total business
depreciation/amortization, per $1,000 revenue entity revenue * 0.0010)
Tickets and transactions meeting agreed quality as (Number of business process service percent
a percentage of total business process services tickets/transactions meeting agreed quality /
tickets and transactions Number of business process service
tickets/transactions * 100)
Tickets and transactions meeting agreed quality as (Number of ITIS tickets/transactions meeting percent
a percentage of total ITIS tickets and transactions agreed quality / Number of ITIS tickets/transactions
* 100)
Tickets and transactions meeting agreed quality as (Number of production support tickets/transactions percent
a percentage of total production support tickets meeting agreed quality / Number of production
and transactions support tickets/transactions * 100)
Average solution impact ratio for: Level 5 solutions Average IT solution impact for Level 5 solutions benefit to cost
Average solution impact ratio for: all other Average IT solution impact for non-Level 5 benefit to cost
solutions other than Level 5 solutions
Number of IT FTEs for the process "Evaluate and Number of IT FTEs supporting the process FTEs
communicate IT business value and performance" "evaluate and communicate IT business value and
per $1 billion revenue performance" / (Total business entity revenue *
0.000000001)
Total IT budget to perform the process "develop IT (IT budget dedicated to supporting product dollars
services and solutions strategy" in support of development*Percentage of the IT budget
product development, including dedicated to "develop IT services and solutions
depreciation/amortization, per $1,000 of revenue strategy"*0.01) / (Total business entity revenue*
0.0010)
Average cycle time from identification of demand Cycle time from lead identification to hand-off for days
to disposition for: Level 5 solutions Level 5 solutions
Average cycle time from identification of demand Cycle time from lead identification to hand-off for days
to disposition for: all other Levels other than Level non-Level 5 solutions
5
Percentage of solutions provided that are directly Percentage of solutions meeting IT strategy percent
meeting IT strategy
Percentage of solutions provided that are for Percentage of solutions for repeat customers percent
repeat customers
Percent on-time performance for: Level 5 solutions Percentage of IT solutions meeting schedule for percent
Level 5 solutions
Percent on-time performance for: all other Percentage of IT solutions meeting schedule for percent
solutions other than Level 5 non-Level 5 solutions
Number of IT FTEs for the process "Manage IT Number of IT FTEs supporting the process "manage FTEs
customer satisfaction" per $1 billion revenue IT customer satisfaction" / (Total business entity
revenue * 0.000000001)
Total cost of the process "develop information and Total cost to perform the process "develop dollars
content management strategies", including information and content management strategies" /
depreciation/amortization, per $1,000 revenue (Total business entity revenue * 0.0010)
Systems cost of the process "develop information Systems cost to perform the process "develop dollars
and content management strategies", including information and content management strategies" /
depreciation/amortization, per $100,000 revenue (Total business entity revenue * 0.000010)
Other cost of the process "develop information and Costs other than personnel, systems, overhead, dollars
content management strategies", including and outsourced to perform the process "develop
depreciation/amortization, per $100,000 revenue information and content management strategies" /
(Total business entity revenue * 0.000010)
Outsourced cost of the process "develop Outsourced cost to perform the process "develop dollars
information and content management strategies", information and content management strategies" /
including depreciation/amortization, per $100,000 (Total business entity revenue * 0.000010)
revenue
Overhead cost of the process "develop information Overhead cost to perform the process "develop dollars
and content management strategies", including information and content management strategies" /
depreciation/amortization, per $100,000 revenue (Total business entity revenue * 0.000010)
Number of IT FTEs for the process "develop Number of FTEs who perform the process group FTEs
information and content management strategies" "manage enterprise information" who perform the
per $1 billion revenue process "develop information and content
management strategies" / (Total business entity
revenue * 0.000000001)
Percentage of IT budget for the process group (IT budget related to the process group "manage percent
"manage enterprise information", including enterprise information" allocated to the process
depreciation/amortization, allocated to the process "develop information and content management
"develop information and content management strategies" / IT budget allocated to the process
strategies" group "manage enterprise information") * 100.0
Overhead cost of the process "define enterprise Overhead cost to perform the process "define the dollars
information architecture", including enterprise information architecture" / (Total
depreciation/amortization, per $100,000 revenue business entity revenue * 0.000010)
Other cost of the process "define enterprise Costs other than personnel, systems, overhead, dollars
information architecture", including and outsourced to perform the process "define the
depreciation/amortization, per $100,000 revenue enterprise information architecture" / (Total
business entity revenue * 0.000010)
Systems cost of the process "define enterprise Systems cost to perform the process "define the dollars
information architecture", including enterprise information architecture" / (Total
depreciation/amortization, per $100,000 revenue business entity revenue * 0.000010)
Total cost of the process "define enterprise Total cost to perform the process "define the dollars
information architecture", including enterprise information architecture" / (Total
depreciation/amortization, per $1,000 revenue business entity revenue * 0.0010)
Number of IT FTEs for the process "define the Number of FTEs who perform the process group FTEs
enterprise information architecture" per $1 billion "manage enterprise information" who perform the
revenue process "define the enterprise information
architecture" / (Total business entity revenue *
0.000000001)
Percentage of IT budget for the process group (IT budget related to the process group "manage percent
"manage enterprise information", including enterprise information" allocated to the process
depreciation/amortization, allocated to the process "define the enterprise information architecture" / IT
"define the enterprise information architecture" budget allocated to the process group "manage
enterprise information") * 100.0
Personnel cost of the process "manage information Personnel cost to perform the process "manage dollars
resources", including depreciation/amortization, information resources" / (Total business entity
per $1,000 revenue revenue * 0.0010)
Outsourced cost of the process "manage Outsourced cost to perform the process "manage dollars
information resources", including information resources" / (Total business entity
depreciation/amortization, per $100,000 revenue revenue * 0.000010)
Overhead cost of the process "manage information Overhead cost to perform the process "manage dollars
resources", including depreciation/amortization, information resources" / (Total business entity
per $100,000 revenue revenue * 0.000010)
Other cost of the process "manage information Costs other than personnel, systems, overhead, dollars
resources", including depreciation/amortization, and outsourced to perform the process "manage
per $100,000 revenue information resources" / (Total business entity
revenue * 0.000010)
Total cost of the process "manage information Total cost to perform the process "manage dollars
resources", including depreciation/amortization, information resources" / (Total business entity
per $1,000 revenue revenue * 0.0010)
Number of IT FTEs for the process "manage Number of FTEs who perform the process group FTEs
information resources" per $1 billion revenue "manage enterprise information" who perform the
process "manage information resources" / (Total
business entity revenue * 0.000000001)
Percentage of IT budget for the process group (IT budget related to the process group "manage percent
"manage enterprise information", including enterprise information" allocated to the process
depreciation/amortization, allocated to the process "manage information resources" / IT budget
"manage information resources" allocated to the process group "manage enterprise
information") * 100.0
Overhead cost of the process "perform enterprise Overhead cost to perform the process "perform dollars
data and content management", including enterprise data and content management" / (Total
depreciation/amortization, per $100,000 revenue business entity revenue * 0.000010)
Outsourced cost of the process "perform enterprise Outsourced cost to perform the process "perform dollars
data and content management", including enterprise data and content management" / (Total
depreciation/amortization, per $100,000 revenue business entity revenue * 0.000010)
Personnel cost of the process "perform enterprise Personnel cost to perform the process "perform dollars
data and content management", including enterprise data and content management" / (Total
depreciation/amortization, per $1,000 revenue business entity revenue * 0.0010)
Systems cost of the process "perform enterprise Systems cost to perform the process "perform dollars
data and content management", including enterprise data and content management" / (Total
depreciation/amortization, per $100,000 revenue business entity revenue * 0.000010)
Number of IT FTEs for the process "perform Number of FTEs who perform the process group FTEs
enterprise data and content management" per $1 "manage enterprise information" who perform the
billion revenue process "perform enterprise data and content
management" / (Total business entity revenue *
0.000000001)
Average cost performance index (CPI) at Cost performance index at completion for Level 5 CPI
completion of project/solution for Level 5 solutions solutions
Average cost performance index (CPI) at Cost performance index at completion for non- CPI
completion of project/solution for all solutions other Level 5 solutions
than Level 5
Total IT budget to perform the process "create IT (IT budget dedicated to supporting product dollars
services and solutions" in support of product development*Percentage of the IT budget
development, including depreciation/amortization, dedicated to "create IT services and
per $1,000 of revenue solutions"*0.01) / (Total business entity revenue*
0.0010)
Percentage of IT budget for product development, Percentage of the IT budget supporting product percent
including depreciation/amortization, that supports development allocated to new platforms/or
new platforms/markets completed or released to markets
production
Percentage of IT budget for product development, Percentage of IT budget supporting product percent
including depreciation/amortization, that supports development for NEW products released this year
new products completed or released to production
Percentage of IT budget for product development, Percentage of IT budget supporting product percent
including depreciation/amortization, that supports development for product UPGRADES released this
product upgrades completed or released to year
production
Average time from disposition to customer Cycle time from disposition to customer work days
acceptance for: Level 5 solutions acceptance for Level 5 solutions
Outsourced cost to perform the process group ((Percentage of total cost of the process "planning, dollars
"perform planning and management accounting" budgeting, and forecasting" allocated to external
per $1,000 revenue costs * .01 * Total cost to perform the process
"perform planning/budgeting/forecasting") +
(Percentage of total cost of the process "perform
cost accounting and control" and "perform cost
management" allocated to external costs * .01 *
Total cost to perform the processes "perform cost
accounting and control" and "perform cost
management") + (Percentage of total cost of the
process "evaluate and manage financial
performance" allocated to external costs * .01 *
Total cost to perform the process "evaluate and
manage financial performance")) / (Total business
entity revenue * .001)
Total cost to perform the process group "perform (Total cost to perform the process "perform dollars
planning and management accounting" per $1,000 planning/budgeting/forecasting" + Total cost to
revenue perform the processes "perform cost accounting
and control" and "perform cost management" +
Total cost to perform the process "evaluate and
manage financial performance") / (Total business
entity revenue * .001)
Overhead and other costs to perform the process (Percentage of internal costs of the processes dollars
"perform cost accounting and control" and "perform cost accounting and control" and
"perform cost management" per $100,000 revenue "perform cost management" allocated to overhead
and other 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)
Total cost to perform the processes "perform cost Total cost to perform the processes "perform cost dollars
accounting and control" and "perform cost accounting and control" and "perform cost
management" per $1,000 revenue management" / (Total business entity revenue *
0.001)
Total cost to perform the processes "perform cost Total cost to perform the processes "perform cost dollars
accounting and control" and "perform cost accounting and control" and "perform cost
management" per process FTE management" / Number of FTEs who perform the
processes "perform cost accounting and control"
and "perform cost management"
Personnel cost to perform the processes "perform (Percentage of internal costs of the processes dollars
cost accounting and control" and "perform cost "perform cost accounting and control" and
management" per process FTE "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"
Personnel cost to perform the processes "perform (Percentage of internal costs of the processes dollars
cost accounting and control" and "perform cost "perform cost accounting and control" and
management" per $1,000 revenue "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)
Number of FTEs that perform the processes Number of FTEs who perform the processes FTEs
"perform cost accounting and control" and "perform cost accounting and control" and
"perform cost management" per $1 billion revenue "perform cost management" / (Total business entity
revenue * .000000001)
Number of FTEs that perform the process group (Number of FTEs who perform the process "perform FTEs
"perform planning and management accounting" planning/budgeting/forecasting" + Number of FTEs
per $1 billion revenue 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)
Percentage of total finance function FTEs allocated ((Number of FTEs who perform the process percent
to the process group "perform planning and "perform planning/budgeting/forecasting" +
management accounting" 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
Total cost to perform the order to invoice processes (Total cost to perform the process "process dollars
per $1,000 revenue customer credit" + Total cost to perform the
process "manage sales orders" + Total cost to
perform the process "invoice customer") / (Total
business entity revenue * .0010)
Number of FTEs that perform the processes (Number of FTEs who perform the process "process FTEs
"manage and process accounts receivable (AR)", accounts receivable (AR)" + Number of FTEs who
"manage and process collections", and "manage perform the process "manage and process
and process adjustments/deductions" per $1 billion collections" + Number of FTEs who perform the
revenue process "manage and process
adjustments/deductions") / (Total business entity
revenue * .000000001)
Percentage of total finance function FTEs allocated ((Number of FTEs who perform the process percent
to the processes "manage sales orders", "process "manage sales orders" + Number of FTEs who
customer credit", and "invoice customer" 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
Percentage of customer accounts that are active (Number of active customers in customer master percent
customers file / Number of customers in the customer master
file) * 100.0
Total cost to perform the process group "Perform (Total cost to perform the process "manage policies dollars
general accounting and reporting" (excluding fixed and procedures" + Total cost to perform the
assets) per $1,000 revenue process "perform general accounting" + Total cost
to perform the process "perform financial
reporting") / (Total business entity revenue * 0.001)
Total cost to perform the process group "Perform (Total cost to perform the process "manage policies dollars
general accounting and reporting" (excluding fixed and procedures" + Total cost to perform the
assets) per $1 billion revenue process "perform general accounting" + Total cost
to perform the process "perform financial
reporting") / (Total business entity revenue * .
000000001)
Total cost to perform the process group "Perform (Total cost to perform the process "manage policies dollars
general accounting and reporting" (excluding fixed and procedures" + Total cost to perform the
assets) per process group FTE 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")
Cycle time in days to perform annual close at the Cycle time in calendar days between running trial days
site level balance to completing the consolidated financial
statements
Number of FTEs that perform the process group (Number of FTEs who perform the process FTEs
"perform general accounting and reporting" "manage policies and procedures" (general
(excluding fixed assets) per $1 billion revenue 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)
Percentage of total finance function FTEs allocated ((Number of FTEs who perform the process percent
to the process group "perform general accounting "manage policies and procedures" (general
and reporting" (excluding fixed asset accounting) 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
Number of FTEs that perform the process group (Number of FTEs who perform the process "perform FTEs
"manage fixed-asset project accounting" per $1 capital planning and project approval" + Number of
billion revenue FTEs who perform the process "perform capital
project accounting") / (Total business entity
revenue * .000000001)
Percentage of total finance function FTEs allocated ((Number of FTEs who perform the process percent
to the process group "manage fixed asset project "perform capital planning and project approval"+
accounting" Number of FTEs who perform the process "perform
capital project accounting") / Number of FTEs who
perform the function "manage financial resources")
* 100
Total cost the process group "process payroll" as a ((Total cost to perform the process "report time" + percent
percentage of cost of continuing operations Total cost to perform the process "manage pay" +
Total cost to perform the process "process payroll
taxes") / Total costs of continuing operations) * 100
Total cost to perform the process group "process ((Total cost to perform the process "report time" + percent
payroll" as a percentage of revenue Total cost to perform the process "manage pay" +
Total cost to perform the process "process payroll
taxes") / Total business entity revenue) * 100
Total cost to perform the process group "process (Total cost to perform the process "report time" + dollars
payroll" per $1,000 revenue Total cost to perform the process "manage pay" +
Total cost to perform the process "process payroll
taxes") / (Total business entity revenue * 0.001)
Total cost to perform the process group "process (Total cost to perform the process "report dollars
payroll" per disbursement time"+Total cost to perform the process "manage
pay"+Total cost to perform the process "process
payroll taxes")/Number of payroll disbursements
Total cost to perform the process group "process (Total cost to perform the process "report time" + dollars
payroll" per manual check/payment Total cost to perform the process "manage pay" +
Total cost to perform the process "process payroll
taxes") / (Number of payroll disbursements *
Percentage of payroll disbursements that were
manual cheques * .01)
Total cost to perform the process group "process (Total cost to perform the process "report time" + dollars
payroll" per process group FTE 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")
Total cost to perform the process group "process (Total cost to perform the process "report time" + dollars
payroll" per payroll inquiry Total cost to perform the process "manage pay" +
Total cost to perform the process "process payroll
taxes") / Number of payroll inquiries received
Cycle time in business days to process the payroll Cycle time in business days to process payroll from days
HR/benefits system cut-off to payroll transmit date
Number of FTEs that perform the process group (Number of FTEs who perform the process "report FTEs
"process payroll" per $1 billion revenue time" + Number of FTEs who perform the process
"manage pay" + Number of FTEs who perform the
process "process payroll taxes") / (Total business
entity revenue * .000000001)
First contact resolution rate for payroll inquiries Percentage of payroll inquiries resolved during the percent
initial contact
Number of payroll inquiries per FTE that performs Number of payroll inquiries received / (Number of payroll inquiries
the process group "process payroll" 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 employees paid per FTE that performs Total number of employees paid / (Number of FTEs employees
the process group "process payroll" 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")
Percentage of total finance function FTEs allocated ((Number of FTEs who perform the process "report percent
to the process group "process payroll" 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
Percentage of paid employees that are exempt (Number of employees paid that are salaried percent
employees (exempt) employees / Total number of employees
paid) * 100
Percentage of paid employees that are non-exempt (Number of employees paid that are hourly (non- percent
employees exempt) employees / Total number of employees
paid) * 100
Percentage of paid employees that are retired (Number of employees paid that are retired percent
employees employees receiving payments from payroll / Total
number of employees paid) * 100
Percentage of paid employees that are paid weekly (Number of employees paid weekly / Total number percent
of employees paid) * 100
Percentage of paid employees that are paid bi- (Number of employees paid every two weeks / percent
weekly Total number of employees paid) * 100
Outsourced cost to perform the process group ((Percentage of total cost of the process "Process dollars
"process accounts payable and expense accounts payable" allocated to external cost *
reimbursements" per $1,000 revenue Total cost to perform the process "process accounts
payable (AP)" / 100) + (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)
Personnel cost to perform the process group ((Total cost to perform the process "process dollars
"process accounts payable and expense accounts payable (AP)" * Percentage of total cost
reimbursements" per process group FTE 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 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 accounts payable (AP)" + Number of FTEs
who perform the process "process expense
reimbursements")
Total cost to perform the process group "process ((Total cost to perform the process "process percent
accounts payable and expense reimbursements" accounts payable (AP)" + Total cost to perform the
as a percentage of revenue process "process expense reimbursements") / Total
business entity revenue ) * 100
Total cost to perform the process group "process (Total cost to perform the process "process dollars
accounts payable and expense reimbursements" accounts payable (AP)" + Total cost to perform the
per $1 billion revenue process "process expense reimbursements") /
(Total business entity revenue * 0.000000001)
Total cost to perform the process group "process (Total cost to perform the process "process dollars
accounts payable and expense reimbursements" accounts payable (AP)" + Total cost to perform the
per process FTE process "process expense reimbursements") /
(Number of FTEs who perform the process "process
accounts payable (AP)" + Number of FTEs who
perform the process "process expense
reimbursements")
Percentage of total finance function FTEs allocated ((Number of FTEs who perform the process percent
to the process group "perform accounts payable "process accounts payable (AP)" + Number of FTEs
and expense reimbursements" who perform the process "process expense
reimbursements") / Number of FTEs who perform
the function "manage financial resources") * 100
Total cost to perform the process group "manage ((Total cost to perform the process "establish percent
internal controls" as a percentage of revenue 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
Total cost to perform the process group "manage (Total cost to perform the process "establish dollars
internal controls" per $1,000 revenue 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)
Total cost to perform the process group "manage (Total cost to perform the process "establish dollars
internal controls" per process FTE 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")
Personnel cost to perform the process group (Personnel cost to perform the process "establish dollars
"manage internal controls" per $1,000 revenue 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)
Number of FTEs that perform the process group (Number of FTEs who perform the process FTEs
"manage internal controls" per $1 billion revenue "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)
Total cost to perform the process group "manage Total cost to perform the process group "manage dollars
taxes" per $1 billion revenue taxes" / (Total business entity revenue * .
000000001)
Total cost to perform the process group "manage Total cost to perform the process group "manage dollars
taxes" per $1,000 revenue taxes" / (Total business entity revenue * .001)
Number of FTEs that perform the process group Number of FTEs who perform the process group FTEs
"manage taxes" per $1 billion revenue "manage taxes" / (Total business entity revenue * .
000000001)
Percentage of total finance function FTEs allocated (Number of FTEs who perform the process group percent
to the process group "manage taxes" "manage taxes" / Number of FTEs who perform the
function "manage financial resources") * 100
Overhead and other costs to perform the process (Percentage of internal costs of the process dollars
"perform planning/budgeting/forecasting" per "planning, budgeting, and forecasting" allocated to
$100,000 revenue overhead and other 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)
Total cost to perform the process "perform (Total cost to perform the process "perform percent
planning/budgeting/forecasting" as a percentage of planning/budgeting/forecasting" / Total business
revenue entity revenue) * 100
Total cost to perform the process "perform Total cost to perform the process "perform dollars
planning/budgeting/forecasting" per process FTE planning/budgeting/forecasting" / Number of FTEs
who perform the process "perform
planning/budgeting/forecasting"
Total cost to perform the process "perform Total cost to perform the process "perform dollars
planning/budgeting/forecasting" per $1,000 planning/budgeting/forecasting" / (Total business
revenue entity revenue * 0.001)
Personnel cost to perform the process "perform (Percentage of internal costs of the process dollars
planning/budgeting/forecasting" per process FTE "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"
Systems cost to perform the process "perform (Percentage of internal costs of the process dollars
planning/budgeting/forecasting" per $100,000 "planning, budgeting, and forecasting" allocated to
revenue 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)
Outsourced cost to perform the process "perform (Percentage of total cost of the process "planning, dollars
planning/budgeting/forecasting" per $1,000 budgeting, and forecasting" allocated to external
revenue costs * Total cost to perform the process "perform
planning/budgeting/forecasting" * 0.01) / (Total
business entity revenue * 0.001)
Cycle time in days to complete the annual budget Cycle time in days to complete the budget days
Cycle time in days to prepare the financial forecast Cycle time in days to prepare the financial forecast days
Cycle time in days to update/revise the rolling Cycle time in days to update/revise the rolling days
forecast forecast
Number of FTEs that perform the process "perform Number of FTEs who perform the process "perform FTEs
planning/budgeting/forecasting" per $1 billion planning/budgeting/forecasting" / (Total business
revenue entity revenue * .000000001)
Number of budget versions produced before final Number of budget versions produced before final budget versions
approval approval
Percentage error for the personnel cost forecast Percentage error for the personnel cost forecast percent
Percentage error for the total sales forecast Percentage error for the total sales forecast percent
Number of budget line items per FTE that performs Number of line items budgeted for the complete line items
the process "perform budget / Number of FTEs who perform the process
planning/budgeting/forecasting" "perform planning/budgeting/forecasting"
Percentage of total finance function FTEs allocated (Number of FTEs who perform the process "perform percent
to the process "perform planning/ budgeting/ planning/budgeting/forecasting" / Number of FTEs
forecasting" who perform the function "manage financial
resources") * 100
Percentage of total finance function FTEs allocated (Number of FTEs who perform the processes percent
to the processes "perform cost accounting and "perform cost accounting and control" and
control" and "perform cost management" "perform cost management" / Number of FTEs who
perform the function "manage financial resources")
* 100
Percentage of cost base accounted for by activity- Percentage of costs base from activity-based percent
based costing costing
Overhead and other costs to perform the process (Percentage of internal costs of the process dollars
"evaluate and manage financial performance" per "evaluate and manage financial performance"
$100,000 revenue allocated to overhead and other 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)
Outsourced cost to perform the process "evaluate (Percentage of total cost of the process "evaluate dollars
and manage financial performance" per $1,000 and manage financial performance" allocated to
revenue external costs * 0.01 * Total cost to perform the
process "evaluate and manage financial
performance") / (Total business entity revenue *
0.001)
Systems cost to perform the process "evaluate and (Percentage of internal costs of the process dollars
manage financial performance" per $100,000 "evaluate and manage financial performance"
revenue 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)
Personnel cost to perform the process "evaluate (Percentage of internal costs of the process dollars
and manage financial performance" per process "evaluate and manage financial performance"
FTE 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"
Total cost to perform the process "evaluate and Total cost to perform the process "evaluate and dollars
manage financial performance" per process FTE manage financial performance" / Number of FTEs
who perform the process "evaluate and manage
financial performance"
Total cost to perform the process "evaluate and Total cost to perform the process "evaluate and dollars
manage financial performance" per $1,000 manage financial performance" / (Total business
revenue entity revenue * 0.001)
Total revenue per active customer Total business entity revenue / Number of active dollars
customers in customer master file
Cycle time in days to perform financial evaluation Cycle time in days to perform financial evaluation days
of new customers of new customers
Cycle time in days to perform financial evaluation Cycle time in days to perform financial evaluation days
of new markets of new markets
Cycle time in days to perform financial evaluation Cycle time in days to perform financial evaluation days
of new products of new products
Number of FTEs that perform the process "evaluate Number of FTEs who perform the process "evaluate FTEs
and manage financial performance" per $1 billion and manage financial performance" / (Total
revenue business entity revenue * .000000001)
Revenue per employee for the current reporting Total business entity revenue / Number of business dollars
period entity employees
Percentage of total finance function FTEs allocated (Number of FTEs who perform the process percent
to the process "evaluate and manage financial "evaluate and manage financial performance" /
performance" Number of FTEs who perform the function "manage
financial resources") * 100
Percentage growth in EBITDA over the past three ((Earnings before interest, taxes, depreciation and percent
reporting periods 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
Compounded annual growth rate of revenue over (((Total business entity revenue / Total revenue percent
the past three reporting periods over the past three reporting periods) ^ 0.3333) -
1) * 100.0
Compounded annual growth rate in earnings (((Earnings before interest, taxes, depreciation and percent
before interest, tax, depreciation and amortization amortization for the current 12-month period
over the past three reporting periods /Earnings before interest, taxes, depreciation and
amortization over the past three reporting periods)
^ 0.3333) - 1) * 100.0
EBITDA margin (current reporting period) (Earnings before interest, taxes, depreciation and percent
amortization for the current 12-month period / Total
business entity revenue) * 100.0
Total cost to perform the process "process Total cost to perform the process "process dollars
customer credit" per active customer customer credit" / Number of active customers in
customer master file
Overhead and other costs to perform the process (Percentage of total cost of the process "process dollars
"process customer credit" per $100,000 revenue customer credit" allocated to internal costs *
Percentage of internal costs of the process
"process customer credit" allocated to overhead
and other costs * 0.0001 * Total cost to perform the
process "process customer credit") / (Total business
entity revenue * 0.00001)
Total cost to perform the process "process (Total cost to perform the process "process percent
customer credit" as a percentage of revenue customer credit" / Total business entity revenue) *
100
Total cost to perform the process "process Total cost to perform the process "process dollars
customer credit" per process FTE customer credit" / Number of FTEs who perform the
process "process customer credit"
Total cost to perform the process "process Total cost to perform the process "process dollars
customer credit" per $1 billion revenue customer credit" / (Total business entity revenue * .
000000001)
Total cost to perform the process "process Total cost to perform the process "process dollars
customer credit" per $1,000 revenue customer credit" / (Total business entity revenue * .
001)
Outsourced cost to perform the process "process (Total cost to perform the process "process dollars
customer credit" per $1,000 revenue customer credit" * Percentage of total cost of the
process "process customer credit" allocated to
external costs * 0.01) / (Total business entity
revenue * 0.001)
Cycle time in days for credit approval Cycle time in days for credit approval days
Number of FTEs for the order to invoice cycle per (Number of FTEs who perform the process FTEs
$1 billion revenue "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)
Number of FTEs that perform the process "process Number of FTEs who perform the process "process FTEs
customer credit" per $1 billion revenue customer credit" / (Total business entity revenue * .
000000001)
Number of active customers per FTE that performs Number of active customers in customer master active customers
the process "process customer credit" file / Number of FTEs who perform the process
"process customer credit"
Number of credit reviews per FTE that performs the Credit reviews performed at account level by credit credit reviews
process "process customer credit" staff / Number of FTEs who perform the process
"process customer credit"
Number of customer accounts per FTE that Number of customers in the customer master file / customer accounts
performs the process "process customer credit" Number of FTEs who perform the process "process
customer credit"
Percentage of FTEs who perform the process (Number of FTEs who perform the process "process percent
"process customer credit" who perform customer credit" who perform management
management activities activities / Number of FTEs who perform the
process "process customer credit") * 100.0
Personnel cost to perform the process "invoice (Percentage of internal costs of the process dollars
customer" per process FTE "invoice customer" allocated to personnel cost *
Percentage of total cost of the process "invoice
customer" allocated to internal costs * 0.0001 *
Total cost to perform the process "invoice
customer") / Number of FTEs who perform the
process "invoice customer"
Overhead and other costs to perform the process (Percentage of internal costs of the process dollars
"invoice customers" per $100,000 revenue "invoice customer" allocated to overhead and
other costs * Percentage of total cost of the
process "invoice customer" allocated to internal
costs * 0.0001 * Total cost to perform the process
"invoice customer") / (Total business entity revenue
* 0.00001)
Total cost to perform the process "invoice Total cost to perform the process "invoice dollars
customer" per active customer customer" / Number of active customers in
customer master file
Total cost to perform the process "invoice Total cost to perform the process "invoice dollars
customer" per customer account customer" / Number of customers in the customer
master file
Personnel cost to perform the process "invoice (Percentage of total cost of the process "invoice dollars
customer" per $1,000 revenue 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)
Systems cost to perform the process "invoice (Percentage of total cost of the process "invoice dollars
customer" per $100,000 revenue 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)
Total cost to perform the process "invoice (Total cost to perform the process "invoice percent
customer" as a percentage of revenue customer" / Total business entity revenue) * 100.0
Total cost to perform the process "invoice Total cost to perform the process "invoice dollars
customer" per process FTE customer" / Number of FTEs who perform the
process "invoice customer"
Total cost to perform the process "invoice Total cost to perform the process "invoice dollars
customer" per $1 billion revenue customer" / (Total business entity revenue *
0.000000001)
Total cost to perform the process "invoice Total cost to perform the process "invoice dollars
customer" per $1,000 revenue customer" / (Total business entity revenue * .001)
Total cost to perform the process "invoice Total cost to perform the process "invoice dollars
customer" per invoice line item processed customer" / Number of line items billed/invoiced
Systems cost to perform the process "process (Percentage of total cost of the process "process dollars
customer credit" per $100,000 revenue 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)
Cycle time in days between transmission of invoice Cycle time in calendar days from the transmission days
and shipment of goods or delivery of services of an invoice/bill to shipping/providing the
good/service
Cycle time in days to generate complete and Cycle time in days to generate complete and days
correct billing data correct billing data
Number of FTEs that perform the process "invoice Number of FTEs who perform the process "invoice FTEs
customer" per $1 billion revenue customer" / (Total business entity revenue * .
000000001)
Percentage of invoice line items processed error Percentage of invoice line items processed error percent
free the first time free the first time
Percentage of invoices automatically generated Percentage of invoices automatically generated percent
based on event triggers based on event triggers
Percentage of invoice line items invoiced using Percentage of invoice line items invoiced using percent
electronic or automatic methods electronic or automatic methods
Number of invoice line items processed per FTE Number of line items billed/invoiced / Number of invoice line items
that performs the process "invoice customer" FTEs who perform the process "invoice customer"
Number of invoices processed per FTE that Number of invoices billed to customer / Number of invoices
performs the process "invoice customer" FTEs who perform the process "invoice customer"
Number of customer accounts per FTE that Number of customers in the customer master file / customer accounts
performs the process "invoice customer" Number of FTEs who perform the process "invoice
customer"
Average value per line item billed Total value of line items billed/invoiced / Number of dollars
line items billed/invoiced
Average number of line items per invoice Number of line items billed/invoiced / Number of invoice line items
invoices billed to customer
Percentage of invoice line items that are Percentage of invoices billed with credit terms percent
denominated in a foreign currency
Percentage of billed/invoiced line items offering a Percentage of line items billed/invoiced offering a percent
discount for which the discount is taken discount for which the discount is taken
Percentage of FTEs who perform the process (Number of FTEs who perform the process "invoice percent
"invoice customer" who perform management customer" who perform management activities /
activities Number of FTEs who perform the process "invoice
customer") * 100.0
Systems cost to perform the process "process (Percentage of internal cost of the process "Process dollars
accounts receivable (AR)" per $100,000 revenue 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 (AR)") / (Total
business entity revenue * .00001)
Total cost to perform the process "process accounts Total cost to perform the process "process accounts dollars
receivable (AR)" per $1 billion revenue receivable (AR)" / (Total business entity revenue * .
000000001)
Total cost to perform the process "process accounts Total cost to perform the process "process accounts dollars
receivable (AR)" per $1,000 revenue receivable (AR)" / (Total business entity revenue * .
001)
Total cost to perform the process "process accounts Total cost to perform the process "process accounts dollars
receivable (AR)" per customer receipt receivable (AR)" / Number of receipts processed
Personnel cost to perform the process "process (Percentage of internal costs of the process dollars
accounts receivable (AR)" per process FTE "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 (AR)") /
Number of FTEs who perform the process "process
accounts receivable (AR)"
Personnel cost to perform the process "process (Percentage of internal costs of the process dollars
accounts receivable (AR)" per $1,000 revenue "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 (AR)") / (Total
business entity revenue * .001)
Percentage of invoice line items paid in full the first (Number of billed/invoiced line items that are paid percent
time in full the first time / Number of line items
billed/invoiced) * 100
Percentage of line items billed/invoiced paid on (Number of billed/invoiced line items that are paid percent
time on time / Number of line items billed/invoiced) *
100.0
Percentage of receipts received manually (Number of receipts processed that are received percent
manually / Number of receipts processed) * 100.0
Outstanding payment days as a proportion of Average days sales outstanding in accounts days
standard payment days receivable / Standard payment terms in calendar
days for accounts receivable
Percentage of total receipts that are processed (Number of receipts processed error-free first time / percent
error free the first time Number of receipts processed) * 100
Accounts receivable per $1,000 revenue Value of accounts receivable outstanding / (Total dollars
business entity revenue * 0.0010)
Percentage of total finance function FTEs allocated (Number of FTEs who perform the process "process percent
to the process "process accounts receivable (AR)" accounts receivable (AR)" / Number of FTEs who
perform the function "manage financial resources")
* 100
Systems cost to perform the process "process Percentage of internal cost of the process "Process percent
accounts receivable" as a percentage of the total accounts receivable (AR)" allocated to systems
cost of the process costs * Percentage of total cost of the process
"process accounts receivable" allocated to internal
costs * 0.01
Systems cost to perform the process "manage and (Percentage of internal cost of the process dollars
process collections" per $100,000 revenue "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)
Total cost to perform the process "manage and (Total cost to perform the process "manage and percent
process collections" as a percentage of revenue process collections" / Total business entity
revenue) * 100
Total cost to perform the process "manage and Total cost to perform the process "manage and dollars
process collections" per $1 billion revenue process collections" / (Total business entity
revenue * .000000001)
Total cost to perform the process "manage and (Total cost to perform the process "manage and dollars
process collections" per customer receipt process collections"/Number of receipts processed)
Percentage of invoices billed to customers that (Number of invoices billed with credit terms / percent
have credit terms Number of invoices billed to customer) * 100.0
Total uncollectable balances as a percentage of (Total value of uncollectable balances / Total percent
revenue business entity revenue) * 100
Percentage of invoice line items that is adjusted by (Number of billed/invoiced line items that are percent
the customer prior to payment adjusted prior to paying / Number of line items
billed/invoiced) * 100
Number of FTEs that perform the process "manage Number of FTEs who perform the process "manage FTEs
and process collections" per $1 billion revenue and process collections" / (Total business entity
revenue * .000000001)
Number of invoices billed per FTE that performs Number of invoices billed to customer/Number of invoices
the process "manage and process collections" FTEs who perform the process "manage and
process collections"
Number of active customers managed per FTE that Number of active customers in customer master customers
performs the process "manage and process file / Number of FTEs who perform the process
collections" "manage and process collections"
Percentage of total finance function FTEs allocated (Number of FTEs who perform the process percent
to the process "manage and process collections" "manage and process collections" / Number of FTEs
who perform the function "manage financial
resources") * 100
Personnel cost to perform the process "manage (Percentage of internal costs of the process dollars
and process adjustments/deductions" per $1,000 "manage and process adjustments/deductions"
revenue 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)
Outsourced cost to perform the process "manage Outsourced cost to perform the process "manage dollars
and process adjustments/deductions" per $1,000 and process adjustments/deductions" / (Total
revenue business entity revenue *.0010)
Cycle time in days to resolve adjustments Cycle time in calendar days from identifying an days
adjustment to fully resolving and reflecting it in the
accounting records
Number of FTEs that perform the process "manage Number of FTEs who perform the process "manage FTEs
and process adjustments/deductions" per $1 billion and process adjustments/deductions" / (Total
revenue business entity revenue * .000000001)
Number of adjustments and deductions per FTE Number of adjustments/deductions / Number of adjustments and
that performs the process "manage and process FTEs who perform the process "manage and deductions
adjustments/deductions" process adjustments/deductions"
Personnel cost to perform the process "Manage (Total cost to perform the process "manage policies dollars
policies and procedures" per process FTE 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)
Total cost to perform the process "Manage policies Total cost to perform the process "manage policies dollars
and procedures" per process FTE and procedures" / Number of FTEs who perform the
process "manage policies and procedures" (general
accounting and reporting)
Total cost to perform the process "Manage financial Total cost to perform the process "manage policies dollars
policies and procedures" per $1,000 revenue and procedures" / (Total business entity revenue *
0.001)
Number of FTEs that perform the process "manage Number of FTEs who perform the process "manage FTEs
financial policies and procedures" per $1 billion policies and procedures" (general accounting and
revenue reporting) / (Total business entity revenue * .
000000001)
Percentage of total finance function FTEs allocated (Number of FTEs who perform the process percent
to the process "manage policies and procedures" "manage policies and procedures" (general
accounting and reporting) / Number of FTEs who
perform the function "manage financial resources")
* 100
Percentage of FTEs who perform the process group (Number of FTEs who perform the process percent
"Perform general accounting and reporting" "manage policies and procedures" (general
allocated to the process "Manage policies and accounting and reporting) * 100) / (Number of FTEs
procedures" 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")
Systems cost to perform the process "perform (Total cost to perform the process "perform general dollars
general accounting" per $100,000 revenue 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)
Personnel cost to perform the process "perform (Total cost to perform the process "perform general dollars
general accounting" per $1,000 revenue 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)
Personnel cost to perform the process "perform (Total cost to perform the process "perform general dollars
general accounting" per process FTE 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"
Percentage of accounts that are standard with the (Number of standard accounts in chart of percent
business units reporting to your site accounts / Number of accounts in the chart of
accounts) * 100.0
Percentage of FTEs who perform the process group (Number of FTEs who perform the process "perform percent
"Perform general accounting and reporting" general accounting" * 100) / (Number of FTEs who
allocated to the process "Perform general perform the process "manage policies and
accounting" 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")
Outsourced cost to perform the process "perform Outsourced cost to perform the process "perform dollars
fixed-asset accounting" per $1,000 revenue fixed-asset accounting" / (Total business entity
revenue *.0010)
Total cost to perform the fixed assets cycle per (Total cost to perform the process "perform capital dollars
$1,000 revenue 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)
Systems cost of the fixed assets cycle per (Systems cost to perform the process "perform dollars
$100,000 revenue 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)
Personnel cost to perform the process "perform Personnel cost to perform the process "perform dollars
fixed-asset accounting" per $1,000 revenue fixed-asset accounting" / (Total business entity
revenue * 0.001)
Cycle time in days to capitalize a fixed asset Cycle time in calendar days to capitalize a fixed days
purchase asset purchase
Cycle time in days to close a capital project Cycle time in days to close a capital project days
Cycle time in days to complete an approved capital Cycle time in days to complete an approved capital days
expenditure plan expenditure plan
Return on fixed assets Return on fixed assets percent
Percentage of capital projects budgeted and ((Number of capital projects approved in the past percent
approved in the capital expenditure plan 12 months - Approved and non-budgeted capital
projects) / Number of capital projects approved in
the past 12 months) * 100.0
Number of FTEs that perform the process "perform Number of FTEs who perform the process "perform FTEs
fixed-asset accounting" per $1 billion revenue fixed-asset accounting" / (Total business entity
revenue * 0.000000001)
Number of FTEs to perform the fixed assets cycle (Number of FTEs who perform the process "perform FTEs
per $1 billion revenue 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)
Fixed asset turnover Total business entity revenue / Net book value of percent
fixed assets
Percentage of approved capital projects considered Percentage of approved capital projects considered percent
within or on budget for spending within or on budget for spending
Number of journal entry line items for fixed asset Number of journal entry line items processed to journal entry line
transactions per fixed asset accounting FTE record fixed asset transactions / Number of FTEs items
who perform the process "perform fixed-asset
accounting"
Number of fixed assets managed per FTE that Number of fixed assets managed / Number of FTEs fixed assets
performs the process "perform fixed-asset who perform the process "perform fixed-asset
accounting" accounting"
Number of fixed assets transactions per FTE that Number of fixed asset transactions / Number of fixed asset
performs the process "perform fixed-asset FTEs who perform the process "perform fixed-asset transactions
accounting" accounting"
Percentage of total finance function FTEs allocated (Number of FTEs who perform the process "perform percent
to the process "perform fixed asset accounting" fixed-asset accounting" / Number of FTEs who
perform the function "manage financial resources")
* 100
Net value of fixed assets as a percentage of gross (Net book value of fixed assets / Gross value of percent
value of fixed assets fixed assets) * 100.0
Fixed asset transactions resulting from physical (Number of fixed asset transactions from physical percent
inventories as a percentage of total fixed asset inventories / Number of fixed asset transactions) *
transactions 100.0
Percentage of FTEs who perform the process group (Number of FTEs who perform the process "perform percent
"Perform general accounting and reporting" fixed-asset accounting" * 100) / (Number of FTEs
allocated to the process "Perform fixed-asset who perform the process "manage policies and
accounting" 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 value of Assets Under Management per Total value of Assets Under Management for the dollars
$1,000 revenue overall organization / (Total annual revenue for
retail banking operation * .001)
Total cost to perform the process "perform financial Total cost to perform the process "perform financial dollars
reporting" per process FTE reporting" / Number of FTEs who perform the
process "perform financial reporting"
Systems cost to perform the process "perform (Total cost to perform the process "perform dollars
financial reporting" per $100,000 revenue 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)
Total cost to perform the process "perform financial Total cost to perform the process "perform financial dollars
reporting" per $1,000 revenue reporting" / (Total business entity revenue * 0.001)
Personnel cost to perform the process "perform (Total cost to perform the process "perform dollars
financial reporting" per $1,000 revenue 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)
Outsourced cost to perform the process "perform Outsourced cost to perform the process "perform dollars
financial reporting" per $1,000 revenue financial reporting" / (Total business entity revenue
*.0010)
Cycle time in days from producing annual flash Cycle time in calendar days from producing flash days
reports to completing consolidated annual financial reports and completing the consolidated financial
statements statements
Percentage of total finance function FTEs allocated (Number of FTEs who perform the process "perform percent
to the process "perform financial reporting" financial reporting" / Number of FTEs who perform
the function "manage financial resources") * 100
Outsourced cost to perform the process "perform Outsourced cost to perform the process "perform dollars
capital planning and project approval" per $1,000 capital planning and project approval" / (Total
revenue business entity revenue *.0010)
Actual capital expenditure as a percentage of (Actual capital spending one year prior / Capital percent
budgeted capital expenditures for one year prior expenditure budget one year prior) * 100.0
Personnel cost to perform the process "perform Personnel cost to perform the process "perform dollars
capital planning and project approval" per $1,000 capital planning and project approval" / (Total
revenue business entity revenue * 0.001)
Systems cost to perform the process "perform Systems cost to perform the process "perform dollars
capital planning and project approval" per capital planning and project approval" / (Total
$100,000 revenue business entity revenue * 0.000010)
Total cost to perform the process "perform capital Total cost to perform the process "perform capital dollars
planning and project approval" per $1,000 revenue planning and project approval" / (Total business
entity revenue * 0.0010)
Personnel cost to perform the process "perform Personnel cost to perform the process "perform dollars
capital planning and project approval" per process capital planning and project approval" / Number of
FTE FTEs who perform the process "perform capital
planning and project approval"
Cycle time in days to approve a capital project Cycle time in days to approve a capital project days
Actual capital expenditure as a percentage of (Actual capital spending for most recent year / percent
budgeted capital expenditures for the most recent Capital expenditure budget for most recent year) *
year 100.0
Number of FTEs that perform the process "perform Number of FTEs who perform the process "perform FTEs
capital planning and project approval" per $1 capital planning and project approval" / (Total
billion revenue business entity revenue * .000000001)
Number of approved capital projects per FTE for Number of capital projects approved in the past 12 approved projects
the process "perform capital planning and project months / Number of FTEs who perform the process
approval" "perform capital planning and project approval"
Percentage of total finance function FTEs allocated (Number of FTEs who perform the process "perform percent
to the process "perform capital planning and capital planning and project approval" / Number of
project approval" FTEs who perform the function "manage financial
resources") * 100
Total cost to perform the process "perform capital Total cost to perform the process "perform capital dollars
project accounting" per $1,000 revenue project accounting" / (Total business entity revenue
* 0.0010)
Total cost of the process "perform capital project Total cost to perform the process "perform capital dollars
accounting" per approved capital project project accounting" / Number of capital projects
approved in the past 12 months
Systems cost to perform the process "perform Systems cost to perform the process "perform dollars
capital project accounting" per $100,000 revenue capital project accounting" / (Total business entity
revenue * 0.000010)
Personnel cost to perform the process "perform Personnel cost to perform the process "perform dollars
capital project accounting" per $1,000 revenue capital project accounting" / (Total business entity
revenue * 0.001)
Outsourced cost to perform the process "perform Outsourced cost to perform the process "perform dollars
capital project accounting" per $1,000 revenue capital project accounting" / (Total business entity
revenue *.0010)
Number of FTEs that perform the process "perform Number of FTEs who perform the process "perform FTEs
capital project accounting" per $1 billion revenue capital project accounting" / (Total business entity
revenue * 0.000000001)
Number of capital projects not budgeted as a (Approved and non-budgeted capital projects / percent
percentage of approved projects Number of capital projects approved in the past 12
months) * 100.0
Percentage of total finance function FTEs allocated (Number of FTEs who perform the process "perform percent
to the process "perform capital project accounting" capital project accounting" / Number of FTEs who
perform the function "manage financial resources")
* 100
Outsourced cost to perform the process "report (Total cost to perform the process "report time" * dollars
time" per employee paid Percentage of total cost to perform the process
"report time" allocated to external costs * .01) /
Total number of employees paid
Outsourced cost to perform the process "report (Total cost to perform the process "report time" * dollars
time" per $1,000 revenue Percentage of total cost to perform the process
"report time" allocated to external costs * .01)/
(Total business entity revenue * 0.001)
Personnel cost to perform the process "report time" (Total cost to perform the process "report time" * dollars
per $1,000 revenue Percentage of total cost to perform the process
"report time" allocated to internal costs *
Percentage of internal costs of the process "report
time" allocated to personnel costs * 0.0001) / (Total
business entity revenue * 0.001)
Personnel cost to perform the process "report time" (Percentage of internal costs of the process "report dollars
per employee paid time" allocated to personnel costs * Percentage of
total cost to perform the process "report time"
allocated to internal costs * 0.0001 * Total cost to
perform the process "report time") / Total number
of employees paid
Total cost to perform the process "report time" per Total cost to perform the process "report time" / dollars
$1,000 revenue (Total business entity revenue * 0.001)
Total cost to perform the process "report time" per Total cost to perform the process "report time" / dollars
employee paid Total number of employees paid
Percentage of time records that are processed first Percentage of time records processed error-free the percent
time error free first time
Percentage of time records that are returned to the Percentage of time records returned to the the field percent
employee/field for validation and/or correction for validation and/or correction
Percentage of time records that are submitted Percentage of time records submitted electronically percent
electronically
Percentage of time records that are entered Percentage of time records entered manually percent
manually into the payroll system
Number of time records processed per FTE that Number of time records processed / Number of time records
performs the process "report time" FTEs who perform the process "report time"
Percentage of total finance function FTEs allocated (Number of FTEs who perform the process "report percent
to the process "report time" time" / Number of FTEs who perform the function
"manage financial resources") * 100
Outsourced cost to perform the process "manage (Total cost to perform the process "manage pay" * dollars
pay" per employee paid Percentage of total cost of the process "manage
pay" allocated to external costs * .01)/Total number
of employees paid
Total cost to perform the process "manage pay" per Total cost to perform the process "manage pay" / dollars
$1,000 revenue (Total business entity revenue * 0.001)
Total cost to perform the process "manage pay" per Total cost to perform the process "manage pay" / dollars
employee paid Total number of employees paid
Total cost to perform the process "manage pay" per Total cost to perform the process "manage pay" / dollars
payroll disbursement Number of payroll disbursements
Systems cost to perform the process "manage pay" (Percentage of internal cost of the process dollars
per employee paid "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
Outsourced cost to perform the process "manage (Total cost to perform the process "manage pay" * dollars
pay" per $1,000 revenue Percentage of total cost of the process "manage
pay" allocated to external costs * .01)/(Total
business entity revenue * 0.001)
Cycle time in business days to reflect a new Cycle time in business days from the effective date days
employee in the payroll system of hire for a new employee until they are included
in the payroll system
Cycle time in business days to remove a Cycle time in business days from the effective date days
terminated employee from the payroll system that an employee is terminated until they are
removed from the payroll system
Cycle time in business days to resolve a payroll Cycle time in business days from when an error is days
error identified/reported to when it is fully resolved and
reflected in the accounting records
Number of FTEs that perform the process "manage Number of FTEs who perform the process "manage FTEs
pay" per 1,000 employees paid pay" / (Total number of employees paid * 0.001)
Percentage of total finance function FTEs allocated (Number of FTEs who perform the process percent
to the process "manage pay" "manage pay" / Number of FTEs who perform the
function "manage financial resources") * 100
Percentage of total FTEs that perform the process (Number of FTEs who perform the process percent
group "process payroll" that perform the process "manage pay" / (Number of FTEs who perform the
"manage pay" process "report time"+Number of FTEs who
perform the process "manage pay"+Number of
FTEs who perform the process "process payroll
taxes")) * 100
Business days the HR/Benefits system is open for Number of business days HR/Benefit system is days
employee data changes, new hires and termination open for employee data changes, new hires, and
during payroll period terminations during payroll period
Outsourced cost to perform the process "process (Total cost to perform the process "process payroll dollars
payroll taxes" per employee paid taxes" * Percentage of total cost to perform the
process "process payroll taxes" allocated to
external costs * .01)/Total number of employees
paid
Overhead and other costs to perform the process (Total cost to perform the process "process payroll dollars
"process payroll taxes" per employee paid taxes" * Percentage of total cost to perform the
process "process payroll taxes" allocated to
internal costs * Percentage of internal costs of the
process "report payroll taxes" allocated to
overhead and other costs * .0001)/Total number of
employees paid
Outsourced cost to perform the process "process (Total cost to perform the process "process payroll dollars
payroll taxes" per $1,000 revenue taxes" * Percentage of total cost to perform the
process "process payroll taxes" allocated to
external costs * .01)/(Total business entity revenue
* 0.001)
Personnel cost to perform the process "process (Total cost to perform the process "process payroll dollars
payroll taxes" per $1,000 revenue taxes" * Percentage of total cost to perform the
process "process payroll taxes" allocated to
internal costs * Percentage of internal costs of the
process "report payroll taxes" allocated to
personnel costs * 0.0001) / (Total business entity
revenue * 0.001)
Personnel cost to perform the process "process (Percentage of internal costs of the process "report dollars
payroll taxes" per employee paid payroll taxes" allocated to personnel costs *
Percentage of total cost to perform the process
"process payroll taxes" allocated to internal costs *
0.0001 * Total cost to perform the process "process
payroll taxes") / Total number of employees paid
Total cost to perform the process "process payroll Total cost to perform the process "process payroll dollars
taxes" per $1,000 revenue taxes" / (Total business entity revenue * 0.001)
Total cost to perform the process "process payroll Total cost to perform the process "process payroll dollars
taxes" per employee paid taxes" / Total number of employees paid
Cycle time in business days from notification of Cycle time in business days from notification of days
required garnishment to the time the garnishment required garnishment to the time the garnishment
is processed in the payroll system and scheduled is processed in the payroll system and scheduled
for withholding for withholding
Number of FTEs that perform the process "process Number of FTEs who perform the process "process FTEs
payroll taxes" per $1 billion revenue payroll taxes" / (Total business entity revenue * .
000000001)
Number of FTEs that perform the process "process Number of FTEs who perform the process "process FTEs
payroll taxes" per 1,000 employees paid payroll taxes" / (Total number of employees paid *
0.001)
Percentage of total FTEs that perform the process (Number of FTEs who perform the process "process percent
group "process payroll" that perform the process payroll taxes" / (Number of FTEs who perform the
"process payroll taxes" process "report time"+Number of FTEs who
perform the process "manage pay"+Number of
FTEs who perform the process "process payroll
taxes")) * 100
Percentage of total finance function FTEs allocated (Number of FTEs who perform the process "process percent
to the process "process payroll taxes" payroll taxes" / Number of FTEs who perform the
function "manage financial resources") * 100
Personnel cost to perform the process "process ((Total cost to perform the process "process dollars
accounts payable (AP)" per $1,000 purchases accounts payable (AP)" * 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)
Personnel cost to perform the process "process ((Total cost to perform the process "process dollars
accounts payable (AP)" per $1,000 revenue accounts payable (AP)" * 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)
Systems cost to perform the process "process ((Total cost to perform the process "process dollars
accounts payable (AP)" per $100,000 purchases accounts payable (AP)" * 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)
Total cost to perform the process "process accounts (Total cost to perform the process "process percent
payable" as a percentage of revenue accounts payable (AP)" / Total business entity
revenue ) * 100
Total cost to perform the process "process accounts Total cost to perform the process "process accounts dollars
payable" per process FTE payable (AP)" / Number of FTEs who perform the
process "process accounts payable (AP)"
Total cost to perform the process "Process accounts Total cost to perform the process "process accounts dollars
payable" per $1 billion revenue payable (AP)" / (Total business entity revenue *
0.000000001)
Total cost to perform the process "Process accounts Total cost to perform the process "process accounts dollars
payable" per $1,000 purchases payable (AP)" / (Value of all materials and services
purchased * 0.001)
Total cost to perform the process "process accounts Total cost to perform the process "process accounts dollars
payable (AP)" per $1,000 revenue payable (AP)" / (Total business entity revenue *
0.001)
Total cost to perform the process "process accounts Total cost to perform the process "process accounts dollars
payable (AP)" per disbursement/payment payable (AP)" / Total number of disbursements
excluding T&E disbursements
Total cost to perform the process "process accounts Total cost to perform the process "process accounts dollars
payable" per invoice line item processed payable (AP)" / Number of invoice line items
processed
Value of purchases (in millions) per FTE that Value of all materials and services purchased / dollars
performs the process "process accounts payable (Number of FTEs who perform the process "process
(AP)" accounts payable (AP)" * 1000000)
Total cost to perform the process "process accounts Total cost to perform the process "process accounts Dollars
payable" per mile of pipe payable (AP)" / Total number of miles of pipeline in
service
Total cost to perform the process "process accounts Total cost to perform the process "process accounts Dollars
payable" per thousand barrels throughput payable (AP)" / (Average refining throughput * .
001)
Outsourced cost to perform the process "process (Percentage of total cost of the process "Process dollars
accounts payable (AP)" per $1,000 revenue accounts payable" allocated to external cost *
Total cost to perform the process "process accounts
payable (AP)" / 100) / (Total business entity
revenue * 0.001)
Total cost to perform the process "process accounts Total cost to perform the process "process accounts dollars
payable (AP)" per invoice processed payable (AP)" / Number of invoices processed
Cycle time in days from receipt of invoice until Cycle time in calendar days from receipt of an days
payment is transmitted invoice until payment is transmitted
Cycle time in days to resolve an invoice error Cycle time in calendar days from discovering an days
invoice error to its resolution
Cycle time in hours to enter invoice data into the Cycle time in hours from the receipt of an invoice hours
system to its entry into the accounts payable/invoicing
system
Cycle time in days from receipt of invoice until Cycle time in calendar days from the receipt of an days
approved and scheduled for payment invoice to its approval and scheduling
Average cycle time (in calendar days) from the first Average cycle time from the first time an invoice is Days
time an invoice is blocked/parked to the final time blocked/parked until it is unblocked/unparked
the invoice in unblocked/unparked
Percentage of invoice line items matched with a Percentage of invoice line items that is matched percent
purchase order with a purchase order
Percentage of invoice line items paid on time Percentage of invoice line items paid on time percent
Percentage of invoices paid within the discount (Number of invoices paid within discount period / percent
period Number of invoices processed) * 100.0
Percentage of invoice line items which are Percentage of invoice line items that is entered percent
manually keyed into the financial system into the financial system by manual keying
Percentage of invoice line items received Percentage of invoice line items received percent
electronically electronically
Percentage of invoice line items that are matched Percentage of invoice line items that is matched percent
the first time the first time
Number of FTEs who perform the process "process Number of FTEs who perform the process "process FTEs
accounts payable" per thousand gross operated accounts payable (AP)" / (Total operated producing
producing wells well count * .001)
Number of FTEs who perform the process "process Number of FTEs who perform the process "process FTEs
accounts payable" per thousand miles of pipe accounts payable (AP)" / (Total number of miles of
pipeline in service * .001)
Personnel cost to perform the process "Process (Percentage of total cost of the process "Process percent
accounts payable" as a percentage of total process accounts payable" allocated to internal cost *
cost Percentage of internal cost of the process "Process
accounts payable" allocated to personnel cost)
*.01
Percentage of invoices paid on time Percentage of invoices paid on time Percent
Percentage of invoices processed through self- Percentage of invoices processed through self- Percent
invoicing invoicing
Payments sent to vendors through electronic funds Number of payments sent through electronic funds Percent
transfer (EFT) as a percentage of the total number transfer (EFT) as a percentage of total payments
of payments sent sent
Payments sent to vendors through automated Number of payments sent through automated Percent
clearing house (ACH) as a percentage of the total clearing house (ACH) as a percentage of total
number of payments sent payments sent
Payments sent to vendors through paper check as Number of payments sent through paper check as Percent
a percentage of the total number of payments sent a percentage of total payments sent
Payments sent to vendors through e-Payable as a Number of payments sent through ePayable as a Percent
percentage of the total number of payments sent percentage of total payments sent
Payments sent to vendors through other methods Number of payments sent through electronic funds Percent
as a percentage of the total number of payments transfer (EFT) as a percentage of total payments
sent sent
Number of invoices processed per $1,000 of Number of invoices processed / (Value of all invoices
purchases materials and services purchased * 0.001)
Personnel cost to perform the process "process (Total cost to perform the process "process dollars
expense reimbursements" per $1,000 revenue 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)
Personnel cost of the process "Process expense (Total cost to perform the process "process dollars
reimbursements" per $100,000 of T&E expense reimbursements" * Percentage of total
expenditures 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 value of T&E expenditures *
0.00001)
Total cost to perform the process "process expense (Total cost to perform the process "process percent
reimbursements" as a percentage of revenue expense reimbursements" / Total business entity
revenue ) * 100
Total cost to perform the process "process expense Total cost to perform the process "process expense dollars
reimbursements" per process FTE reimbursements" / Number of FTEs who perform
the process "process expense reimbursements"
Total cost to perform the process "process expense Total cost to perform the process "process expense dollars
reimbursements" per $1 billion revenue reimbursements" / (Total business entity revenue *
0.000000001)
Total cost to perform the process "Process expense Total cost to perform the process "process expense dollars
reimbursements" per $1,000 of T&E expenditures reimbursements" / (Total value of T&E expenditures
* 0.001)
Total cost to perform the process "Process expense Total cost to perform the process "process expense dollars
reimbursements" per $1,000 revenue reimbursements" / (Total business entity revenue *
0.001)
Total cost to perform the process "Process expense Total cost to perform the process "process expense dollars
reimbursements" per T&E disbursement reimbursements" / Number of T&E disbursements
Cycle time in days to approve and schedule T&E Cycle time in calendar days from the receipt of an days
reimbursements expense report to its approval and scheduling for
payment
Percentage of expense report exception line items (Number of expense report line items with percent
exceptions / Expense report line items) * 100
Number of FTEs that perform the process "process Number of FTEs who perform the process "process FTEs
expense reimbursements" per $1 million T&E expense reimbursements" / (Total value of T&E
expenditures expenditures * 0.000001)
Number of FTEs that perform the process "process Number of FTEs who perform the process "process FTEs
expense reimbursements" per $1 billion revenue expense reimbursements" / (Total business entity
revenue * .000000001)
Percentage of total T&E expenditures made using (Total value of cash advances / Total value of T&E percent
cash advances expenditures) * 100.0
Number of T&E disbursements per "process Number of T&E disbursements / Number of FTEs disbursements
expense reimbursements" FTE who perform the process "process expense
reimbursements"
Number of expense report line items per FTE that Expense report line items / Number of FTEs who expense report line
performs the process "process expense perform the process "process expense items
reimbursements" reimbursements"
Number of expense report line items per $1,000 Expense report line items / (Total value of T&E expense report line
T&E expenditure expenditures * 0.001) items
Percentage of total finance function FTEs allocated (Number of FTEs who perform the process "process percent
to the process "process expense reimbursements" expense reimbursements" / Number of FTEs who
perform the function "manage financial resources")
* 100
Systems cost to perform the process "Process (Percentage of total cost of the process "Process percent
expense reimbursements" as a percentage of the expense reimbursements" allocated to internal
total cost of the process cost * Percentage of internal cost of the process
"Process expense reimbursements" allocated to
systems cost) *.01
Overhead and other cost to perform the process (Percentage of total cost of the process "Process percent
"Process expense reimbursements" as a expense reimbursements" allocated to internal
percentage of the total cost of the process cost * Percentage of internal cost of the process
"Process expense reimbursements" allocated to
overhead and other costs) *.01
Outsourced cost to perform the process "Process Percentage of total cost of the process "Process percent
expense reimbursements" as a percentage of the expense reimbursements" allocated to external
total cost of the process cost
Total cost of the process group "Manage treasury Total cost to perform the process group "manage dollars
operations" per bank used in cash collection treasury operations" / Number of banks used in
network organization's cash collection network
Total cost of the process group "Manage treasury Total cost to perform the process group "manage dollars
operations" per bank used in cash disbursement treasury operations" / Number of banks used in
network organization's cash disbursement network
Cycle time in hours to initiate, approve, and Cycle time in hours to initiate, approve, and hours
dispatch a wire transfer dispatch a wire transfer
Number of banks used in cash disbursement Number of banks used in organization's cash banks
network per FTE that performs the process group disbursement network / Number of FTEs who
"Manage treasury operations" perform the process group "manage treasury
operations"
Risk assessment cost as a percentage of total cost Percentage of cost to perform the process percent
to perform the process "establish internal controls, "establish internal controls, policies, and
policies, and procedures" procedures" allocated to risk assessment
Total cost to perform the process "establish internal Total cost to perform the process "establish internal dollars
controls, policies, and procedures" per $1,000 controls, policies, and procedures" / (Total business
revenue entity revenue * 0.0010)
Systems cost to perform the process "establish Systems cost to perform the process "establish dollars
internal controls, policies, and procedures" per internal controls, policies, and procedures" / (Total
$100,000 revenue business entity revenue * 0.000010)
Outsourced cost to perform the process "establish Outsourced cost to perform the process "establish dollars
internal controls, policies, and procedures" per internal controls, policies, and procedures" / (Total
$1,000 revenue business entity revenue *.0010)
Number of FTEs that perform the process Number of FTEs who perform the process FTEs
"establish internal controls, policies, and "establish internal controls, policies, and
procedures" per $1 billion revenue procedures" / (Total business entity revenue *
0.000000001)
Percentage of total finance function FTEs allocated (Number of FTEs who perform the process percent
to the process "establish internal controls, policies, "establish internal controls, policies, and
and procedures" procedures" / Number of FTEs who perform the
function "manage financial resources") * 100
Percentage of officers/employees on the audit (Number of audit committee officers/employees / percent
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
Percentage of independent members on the audit (Number of audit committee independent percent
committee 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
Percentage of independent members on the (Number of compensation committee independent percent
compensation committee 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
Outsourced cost to perform the process "operate Outsourced cost to perform the process "operate dollars
controls and monitor compliance with internal controls and monitor compliance with internal
controls policies and procedures" per $1,000 controls policies and procedures" / (Total business
revenue entity revenue *.0010)
Personnel cost to perform the process "operate Personnel cost to perform the process "operate dollars
controls and monitor compliance with internal controls and monitor compliance with internal
controls policies and procedures" per $1,000 controls policies and procedures" / (Total business
revenue entity revenue * 0.0010)
Systems cost to perform the process "operate Systems cost to perform the process "operate dollars
controls and monitor compliance with internal controls and monitor compliance with internal
controls policies and procedures" per $100,000 controls policies and procedures" / (Total business
revenue entity revenue * 0.000010)
Cycle time in days from reporting of a control Cycle time in days from reporting of a control days
violation until investigation is completed and violation until investigation is completed and
remediation steps/control changes are developed remediation steps/control changes are developed
Cycle time in days to deploy change in enabling Cycle time in days to deploy change in enabling days
technology technology
Number of FTEs that perform the process "operate Number of FTEs who perform the process "operate FTEs
controls and monitor compliance with internal controls and monitor compliance with internal
controls policies and procedures" per $1 billion controls policies and procedures" / (Total business
revenue entity revenue * 0.000000001)
Number of primary controls per 1,000 employees Number of identified primary controls / (Number of controls
business entity employees * 0.0010)
Number of times last year employees used existing Number of times employees used existing times
communication channels to report suspected communication channels to report suspected
improprieties per 1,000 employees improprieties in past 12 months / (Number of
business entity employees * 0.0010)
Percentage of primary controls that are automated (Number of automated primary controls / Number percent
of identified primary controls) * 100.0
Percentage of primary controls that are detective (Number of detective primary controls / Number of percent
in nature identified primary controls) * 100.0
Percentage of primary controls that are preventive (Number of preventative primary controls / Number percent
in nature of identified primary controls) * 100.0
Self assessments as a percentage of risk Percentage of conducting risk assessment cost percent
assessment cost toward self assessments
Percentage of total finance function FTEs allocated (Number of FTEs who perform the process "operate percent
to the process "operate controls and monitor controls and monitor compliance with internal
compliance with internal controls policies and controls policies and procedures" / Number of FTEs
procedures" who perform the function "manage financial
resources") * 100
Percentage of total control violations that are new (Number of new control violations in last twelve percent
months / Number of control violations in last twelve
months pertaining to financial reporting/accounting
and/or security/access to financial records) * 100.0
Total cost to perform the process "report on Total cost to perform the process "report on dollars
internal controls compliance" per $1,000 revenue internal controls compliance" / (Total business
entity revenue * 0.0010)
Systems cost to perform the process "report on Systems cost to perform the process "report on dollars
internal controls compliance" per $100,000 internal controls compliance" / (Total business
revenue entity revenue * 0.000010)
Personnel cost to perform the process "report on Personnel cost to perform the process "report on dollars
internal controls compliance" per $1,000 revenue internal controls compliance" / (Total business
entity revenue * 0.0010)
Percentage of FTEs who perform the process (Number of FTEs who perform the process "process percent
"process customer credit" who review existing customer credit" who review existing accounts /
accounts Number of FTEs who perform the process "process
customer credit") * 100.0
Percentage of FTEs who perform the process (Number of FTEs who perform the process "process percent
"process customer credit" who produce customer credit" who produce credit/collection
credit/collection reports reports / Number of FTEs who perform the process
"process customer credit") * 100.0
Number of updates to the customer master file per Number of updates to customer master file / updates
FTE that performs the process "invoice customer" Number of FTEs who perform the process "invoice
and maintains customer/product master files customer" who maintain customer/product master
files
Number of active customers per FTE that performs Number of active customers in customer master active customers
the process "invoice customer" and maintains file / Number of FTEs who perform the process
customer/product master files "invoice customer" who maintain customer/product
master files
Percentage of FTEs who perform the process (Number of FTEs who perform the process "invoice percent
"invoice customer" who maintain customer/product customer" who maintain customer/product master
master files files / Number of FTEs who perform the process
"invoice customer") * 100.0
Percentage of FTEs who perform the process (Number of FTEs who perform the process "invoice percent
"invoice customer" who generate customer billing customer" who generate customer billing data /
data Number of FTEs who perform the process "invoice
customer") * 100.0
Percentage of FTEs who perform the process (Number of FTEs who perform the process "invoice percent
"invoice customer" who resolve customer billing customer" who resolve customer billing inquiries /
inquiries Number of FTEs who perform the process "invoice
customer") * 100.0
Percentage of disbursements submitted Percentage of disbursements processed that are percent
electronically submitted electronically
Total cost of the process group "Manage treasury Total cost to perform the process group "manage dollars
operations" per foreign currency involved in foreign treasury operations" / Number of foreign
exchange hedging program currencies involved in foreign exchange hedging
program
Number of foreign currencies involved in foreign Number of foreign currencies involved in foreign foreign currencies
exchange hedging program per $1 billion revenue exchange hedging program / (Total business entity
revenue * .000000001)
Number of foreign currencies involved in foreign Number of foreign currencies involved in foreign foreign currencies
exchange hedging program per FTE that performs exchange hedging program / Number of FTEs who
the process group "Manage treasury operations" perform the process group "manage treasury
operations"
Time in weeks to complete projects that address an Time in weeks to complete projects that address an weeks
identified business exposure or opportunity (less identified business exposure or opportunity (less
than 20 percent of total annual revenue) than 20 percent of total revenue)
Number of IT FTEs for the process group "manage Number of FTEs who perform the process group FTEs
business resiliency" per $1 billion revenue "manage business resiliency and risk" / (Total
business entity revenue * 0.000000001)
Percentage of business entity IT FTEs who perform (Number of FTEs who perform the process group percent
the process group "manage business resiliency" "manage business resiliency and risk"/Number of
FTEs who perform the function "manage
information technology") * 100.0
Total cost to perform the process group "develop (Total annual IT cost (excluding Dollars
and implement security, privacy, and data depreciation/amortization) * Percentage of total IT
protection controls", excluding cost (excluding depreciation/amortization)
depreciation/amortization, per $1,000 revenue allocated to IT operating cost * Percentage of IT
operating cost (excluding
depreciation/amortization) dedicated to process
"develop and implement security, privacy, and
data protection controls" *.0001) / (Total business
entity revenue * 0.0010)
Average cycle time from detection-to-correction of Cycle time in calendar days to complete the Days
warranty issues detection to correction cycle
Supplier recovery rate Supplier recovery rate Percent
Average annual product return rate Average product return rate Percent
Average annual recall rate per product family Average recall rate per product family Percent
Personnel cost to perform the process "process ((Percentage of total cost of the process "process Dollars
warranty claims" per $1,000 cost of continuing warranty claims" allocated to internal costs *
operations Percentage of internal cost to perform the process
"process warranty claims" allocated to personnel
cost * Annual cost of the process "process warranty
claims") * .0001) / (Total costs of continuing
operations * 0.001)
Systems cost to perform the process "process (Percentage of total cost of the process "process Dollars
warranty claims" per $1,000 revenue warranty claims" allocated to internal costs *
Percentage of internal cost to perform the process
"process warranty claims" allocated to systems
cost * Annual cost of the process "process warranty
claims" / 10000) / (Total business entity revenue *
0.001)
Average cost to process a warranty claim Annual cost of the process "process warranty Dollars
claims" / Total number of warranty claims
processed
Goodwill cost as a percentage of total approved (Total cost of goodwill warranty claims / Percent
claims (Percentage of warranty claims approved * Total
number of warranty claims processed * .01)) * 100
Goodwill cost as a percentage of revenue (Total cost of goodwill warranty claims / Total Percent
business entity revenue) * 100
Internal cost of the process "process warranty Percentage of total cost of the process "process Percent
claims" as a percentage of the total cost to perform warranty claims" allocated to internal costs
the process
External (e.g. outsourced) cost percentage of the Percentage of total cost of the process "process Percent
total annual cost of the process "process warranty warranty claims" allocated to external costs
claims"
Overhead cost to perform the process "process (Percentage of total cost of the process "process Dollars
warranty claims" per $1,000 revenue 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)
Average cycle time for warranty claim processing Cycle time in calendar days to process a warranty Days
claim
Number of repeat repair/replace claims approved ((The percentage of annual approved warranty Percent
as a percentage of total claims processed claims that are repeat repair / replace claims *
Percentage of warranty claims approved * Total
number of warranty claims processed * .0001) /
Total number of warranty claims processed) * 100
Number of FTEs for the process "Process warranty Number of FTEs who to perform the process FTEs
claims" per $1 billion revenue "process warranty claims" / (Total business entity
revenue * 0.000000001)
Number of FTEs for the process "Process warranty Number of FTEs who to perform the process FTEs
claims" per $1 billion cost of continuing operations "process warranty claims" / (Total costs of
continuing operations * 0.000000001)
Number of claims processed per "process warranty Total number of warranty claims processed Claims
claims" FTE /Number of FTEs who to perform the process
"process warranty claims"
Number of claims rejected for being fraudulent as Percentage of rejected warranty claims rejected for Percent
a percentage of total rejected claims reasons of fraud
Number of fraudulent claims approved as a Percentage of warranty claims approved that were Percent
percentage of total claims approved invalid or fraudulent
Number of goodwill claims approved as a [(Percentage of approved warranty claims that are Percent
percentage of total claims processed goodwill claims * Percentage of warranty claims
approved * Total number of warranty claims
processed) / 10000] / Total number of warranty
claims processed
Number of recall claims approved as a percentage [(Percentage of approved warranty claims that are Percent
of total claims processed recall claims * Percentage of warranty claims
approved * Total number of warranty claims
processed) / 10000] / Total number of warranty
claims processed
Number of repeat repair claims approved as a [(Percentage of approved warranty claims that are Percent
percentage of total claims processed repeat repair claims * Percentage of warranty
claims approved * Total number of warranty claims
processed) / 10000] / Total number of warranty
claims processed
Number of claims approved as a percentage of Percentage of warranty claims approved Percent
total claims processed
Number of claims rejected as a percentage of total Percentage of warranty claims rejected Percent
claims processed
Percentage of customers satisfied with warranty Percentage of customers satisfied with warranty Percent
process / experience process
Non-interest expense as a percentage of total Annual non-interest expense per total assets for percent
assets the overall bank
Net income plus interest as a percentage of total Annual net income plus interest expense per total percent
assets assets for the overall bank
New transaction account income as a percentage Percentage of annual fee income for banking percent
of fee income operation attributed to new transaction accounts
opened in the last year
Total annual non-interest expense per $1,000 Total non-interest expense for retail banking dollars
revenue operation / (Total annual revenue for retail banking
operation * .001)
Total annual fee income per $1,000 revenue Total annual fee income for retail banking dollars
operation / (Total annual revenue for retail banking
operation * .001)
Total annual operating expense per $1,000 Total operating expense for retail banking dollars
revenue operation / (Total annual revenue for retail banking
operation * .001)
Percentage allocation of the total annual finance Percentage allocation of total annual finance percent
function cost for internal costs function cost to internal costs
Percentage allocation of the total annual finance Percentage allocation of total annual finance percent
function cost for external costs function cost to external costs
Total cost to perform the process group "govern (Total annual cost for new product/service dollars
and manage product/service development development * Percentage of total annual cost for
program" per FTE (including external) new product/service development allocated to
overall governance and program management *
0.01) / (Number of FTEs who develop and manage
products and services * Percentage of FTEs
performing product/service development are
allocated to overall governance and program
management * 0.01)
Number of FTEs (including external) that perform (Number of FTEs who develop and manage FTEs
the process group "govern and manage products and services * Percentage of FTEs
product/service development program" per $1 performing product/service development are
billion revenue allocated to overall governance and program
management * 0.01) / (Total business entity
revenue * 0.000000001)
Number of FTEs (including external) that perform Percentage of FTEs performing product/service percent
the process group "govern and manage development are allocated to overall governance
product/service development program" as a and program management
percentage of total function FTEs
Total cost to perform the process group "generate (Total annual cost for new product/service dollars
and define new product/service ideas" per $1,000 development * Percentage of total annual cost for
revenue new product/service development allocated to
generating and defining product/service ideas *
0.01) / (Total business entity revenue * 0.0010)
Total cost to perform the process group "generate (Total annual cost for new product/service dollars
and define new product/service ideas" per concept development * Percentage of total annual cost for
(pre-design phase) new product/service development allocated to
generating and defining product/service ideas *
0.01) / Total number of concepts in the pre-design
phase
Number of FTEs (including external) that perform (Number of FTEs who develop and manage FTEs
the process group "generate and define new products and services * Percentage of FTEs
product/service ideas" per $1 billion revenue performing product/service development are
allocated to generating and defining
product/service ideas * 0.01) / (Total business
entity revenue * 0.000000001)
Total cost to perform the process "design and (Total annual cost for new product/service dollars
prototype products and services" per $1,000 development * Percentage of total annual cost for
revenue new product/service development allocated to
designing, building, and testing products/services *
0.01) / (Total business entity revenue * 0.0010)
Total cost to perform the process "design and Percentage of total annual cost for new percent
prototype products and services" as a percentage product/service development allocated to
of total function cost designing, building, and testing products/services
Total cost to perform the process "test market for (Total annual cost for new product/service dollars
new or revised products and services" per $1,000 development * Percentage of total annual cost for
revenue new product/service development allocated to test
marketing products/services * 0.01) / (Total
business entity revenue * 0.0010)
Total cost to perform the process "test market for (Total annual cost for new product/service dollars
new or revised products and services" per FTE development * Percentage of total annual cost for
(including external) new product/service development allocated to test
marketing products/services * 0.01) / (Number of
FTEs who develop and manage products and
services * Percentage of FTEs performing
product/service development are allocated to test
marketing products/services * 0.01)
Total cost to perform the process "prepare for (Total annual cost for new product/service dollars
production/service delivery" per $1,000 revenue development * Percentage of total annual cost for
new product/service development allocated to
overall governance and program management *
0.01) / (Total business entity revenue * 0.0010)
Total cost to perform the process "prepare for Percentage of total annual cost for new percent
production/service delivery" as a percentage of product/service development allocated to overall
total function cost governance and program management
Percentage of products designed with a 'design for Percentage of products are designed with a 'design percent
supply chain' philosophy for supply chain' philosophy
Number of FTEs who perform retail banking (Number of FTEs who perform Branch Banking FTEs
activities per $1 billion operating expense activities + Number of FTEs who perform Non-
Branch Banking activities) / (Total operating
expense for retail banking operation *.000000001)
Annual operating expense per retail banking Total operating expense for retail banking dollars
customer operation / Number of unique retail banking
customers
Annual retail bank revenue (interest income plus Total annual revenue for retail banking operation / dollars
fee income) per retail banking customer Number of unique retail banking customers
Number of FTEs who perform retail banking (Number of FTEs who perform Branch Banking FTEs
activities per $1 billion non-interest expense activities + Number of FTEs who perform Non-
Branch Banking activities) / (Total non-interest
expense for retail banking operation * .000000001)
Number of FTEs who perform retail banking (Number of FTEs who perform Branch Banking FTEs
activities per $1 billion retail bank revenue activities + Number of FTEs who perform Non-
(interest income plus fee income) Branch Banking activities) / (Total annual revenue
for retail banking operation * .000000001)
Number of retail banking customers per back office Number of unique retail banking customers / customers
activities FTE Number of FTEs who perform back office activities
Cost to serve banking customers (all channels) per Total annual cost to serve customers / Number of dollars
retail banking customer unique retail banking customers
Annual operating expense as a percentage of retail (Total operating expense for retail banking percent
bank revenue (interest income plus fee income) operation / Total annual revenue for retail banking
operation) * 100
Annual fee income as a percentage of retail bank (Total annual fee income for retail banking percent
revenue (interest income plus fee income) operation / Total annual revenue for retail banking
operation) * 100
Number of retail banking customers per branch Number of unique retail banking customers / Total customers
(including staffed kiosks) number of branches forming the branch network
Annual non-interest expense as a percentage of (Total non-interest expense for retail banking percent
retail bank revenue (interest income plus fee operation / Total annual revenue for retail banking
income) operation) * 100
Annual non-interest expense as a percentage of (Total non-interest expense for retail banking percent
operating expense operation / Total operating expense for retail
banking operation) * 100
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