1. About APQC & Membership

2. 2 ©2011 APQC. ALL RIGHTS RESERVED. What’s included  Who is APQC?  Why APQC?  Getting value for your membership  Member Knowledge Base and Benchmarking Portal  How to participate in research and benchmarking  Where to turn  Next steps

3. 3 ©2011 APQC. ALL RIGHTS RESERVED. Who is APQC?  APQC is a member-based, 501(c)3 nonprofit specializing in benchmarking, knowledge management, measurement, and process improvement.  Our mission is to work with organizations around the world to improve productivity and quality by: discovering effective methods of improvement, broadly disseminating findings, and connecting individuals with one another and with the knowledge they need to improve.

4. 4 ©2011 APQC. ALL RIGHTS RESERVED. Why organizations turn to APQC—it’s all in the numbers  Largest database of benchmarks in the world - Access more than 8,500 benchmarking and best-practice studies  APQC understands measurement and improvement - Assess against more than 1,200 measures and 100,000 performance metrics and compare your processes to other organizations around the world  Robust network—growing global membership roster of more than 500 organizations in nearly 40 industries  APQC teaches you to fish—they’ve trained more than 16,000 people in 36 countries

5. 5 ©2011 APQC. ALL RIGHTS RESERVED. APQC’s core competencies  Benchmarking and best practices  Frameworks and maturity models  Knowledge management  Process improvement and measurement

6. 6 ©2011 APQC. ALL RIGHTS RESERVED. APQC’s Membership

7. 7 ©2011 APQC. ALL RIGHTS RESERVED. Value-based membership enables you to…  Get the information you need, when you need it: The Knowledge Base  Best practice research  Improvement tools, frameworks, and maturity models  Monthly content alerts  Find out where you stand: The Benchmarking Portal  Off-the-shelf benchmarks and metrics  Targeted assessments  Work smarter and faster: The APQC Network Premier networking with function and industry peers Professional development events APQC’s expert perspectives One-on-one guidance

8. 8 ©2011 APQC. ALL RIGHTS RESERVED. Membership statistics  Membership comprised of 250 corporate entities that represents between 500 – 750 Organizations of at least $1 Billion (US) in annual budget.  Primarily Global 500/1000 and large federal governmental agencies.  Dominate industry sectors include Petroleum/Chemical, Professional Services, Financial Services, High-Tech, Government, Aerospace & Defense, Pharmaceutical, and Energy/Utility.  Value of content consumed annually by APQC members. Each year, approximately 150,000 content items are consumed by individuals within our member organizations. The estimated annual value of this content is well over $20 Million (US) or nearly $90,000 per member organization.

9. 9 ©2011 APQC. ALL RIGHTS RESERVED. Why members use APQC “I need to better understand our costs for XXX compared to that of others.” “We know our costs in XX are high but not sure where or how to think about reducing.” “We need to standardize our processes and measure our performance more consistently.” “Something is broken, we don’t know what, but we need to understand the problem and fix it.” “I just assumed this position and need to understand how we are doing.” “I just got the ‘Thou Shall Benchmark’ edict.” “I need data to support another improvement methodology.”  Six Sigma, Lean, Knowledge Management, PDCA, Home- grown methodology “I want to better understand the best practices in my industry and/or process area.” “Things are running well in my area, but we can do better.”

10. 10 ©2011 APQC. ALL RIGHTS RESERVED. APQC’s Knowledge Base

11. 11 ©2011 APQC. ALL RIGHTS RESERVED. Knowledge Base content  Browse the Knowledge Base at, www.apqc.org/knowledge-base. www.apqc.org/knowledge-base CONTENT TYPES Articles and White papers Benchmarks and Metrics Best Practices and Business Drivers Case Studies Presentations Reports and Books Tools and Templates

12. 12 ©2011 APQC. ALL RIGHTS RESERVED. APQC content figuration at a glance

13. 13 ©2011 APQC. ALL RIGHTS RESERVED. How APQC’s research feeds the Knowledge Base  APQC Collaborative Benchmarking studies yield reports, best practices, and case studies  APQC’s Advanced Working Groups produce new tools and cutting-edge ideas shared in white papers and articles  APQC’s face-to-face and virtual events yield presentations from experts and advanced practitioners  Members of the APQC Knowledge Center, including industry experts, write articles based on their research and experience  The Knowledge Center performs primary research based on member feedback and questions

14. 14 ©2011 APQC. ALL RIGHTS RESERVED. Getting started in the Knowledge Base  Register at www.apqc.org to activate your accesswww.apqc.org  See your full Web Site Reference Guide

15. 15 ©2011 APQC. ALL RIGHTS RESERVED. APQC’s Research and Benchmarking

16. 16 ©2011 APQC. ALL RIGHTS RESERVED. When to use assessment tools NEEDSOLUTIONDESCRIPTIONACCESS Set targets, generate decision support, or build a business case for improvement Benchmarks on Demand (included in membership) Online tool, no need to input data—select and download the benchmarks you need Benchmarking Portal Quickly pinpoint areas for improvement Rapid Performance Assessments (included in membership) Online assessments compare specific aspects of your organization’s performance with peers’ Benchmarking Portal Identify gaps and pinpoint areas for improvement Open Standards Benchmarking (included in membership) Robust assessments based on process areas; includes peer comparisons and detailed reports Benchmarking Portal Confidential research, specific to your organization’s business model Custom Benchmarking (varies by scope, proposal provided) Tailored research approach to deliver objective performance indicators Contact Account Manager Grow your network and receive best practices first-hand from top- performing organizations Collaborative Benchmarking ($5k - $25k, depending on type) Collaborative, multi-company approach to best practices research Contact Account Manager

17. 17 ©2011 APQC. ALL RIGHTS RESERVED. Online tools to help you improve  Benchmarks on Demand: key performance metrics you can download in real time  Rapid Performance Assessments: compare your organization’s performance with peers’; receive a full report within 2 business days

18. 18 ©2011 APQC. ALL RIGHTS RESERVED. Where to find best practices Knowledge Base Content Open Standards Assessments Collaborative Projects Custom Projects How to accesswww.apqc.orgBenchmarking Portal (www.apqc.org/bp)www.apqc.org/bp Contact your Account Manager What you getSelf service – search by content area and type Enablers of high performance provided as part of reporting Professional development and best practices in the context of a study you help to scope Targeted and specific to your need CostIncluded in membership $5k - $25k depending on the type Based on scope, proposal provided

19. 19 ©2011 APQC. ALL RIGHTS RESERVED. Recap of your membership benefits  Comprehensive access  Membership includes all employees in every majority-owned subsidiary  High-Quality Content  APQC’s online searchable Knowledge Base containing more than 3000 content items  Benchmarking Portal  Provides members access to everything from Benchmarks on Demand, Rapid Performance Assessments to deep analysis of multiple processes and functions in Open Standards  Access APQC Expertise  Ask Us! - Personalized response to your process improvement questions from APQC analysts, thought leaders, and subject matter experts  Expert-Led Webinars - Live, online presentations by APQC experts covering industry trends; the latest findings from APQC studies; and timely, relevant solutions you can implement immediately  Networking with Peers  APQC Member Directories – Search for other members using specific criteria  APQC Member Communities – Participate in regular teleconference/web-based meetings  One-on-One Support  Dedicated APQC relationship manager to assist you with your requests

20. 20 ©2011 APQC. ALL RIGHTS RESERVED. Steps to get started  Make sure you are registeredregistered  Access the Knowledge BaseKnowledge Base  Check out our assessment toolsassessment tools

21. 21 ©2011 APQC. ALL RIGHTS RESERVED. Where to turn  Your organization’s account manager for all general inquiries  Ask Us! Ask Us!  Help Desk Help Desk  Your peers: visit the Knowledge Base to Find a Peer Find a Peer  Phone: 800-776-9676 (+1-713-681-4020 outside the U.S.)