The VTI National Transport Library Catalogue

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Guide for customer-driven benchmarking of maintenance activities Hyman, William

By: Publication details: Washington DC National Cooperative Highway Research Program, 2004; NCHRP report 511, Description: 254 sISBN:
  • 0309087864
Subject(s): Online resources: Bibl.nr: VTI P0409:511Location: Abstract: The use of performance measures for transportation agencies is currently receiving a great deal of attention from senior executives in the public sector. Of the performance measures currently in use or under consideration, customer satisfaction has become a major driver for strategic performance measurement in state departments of transportation (DOTs). The users of the transportation system are becoming more discerning and vocal in their expectations, and they increasingly demand better value and performance from the DOT. Traditional maintenance management systems focus on efficiency and cost and measure performance in terms of resources used. This guide provides the means to evaluate roadway maintenance activities by the extent to which they meet customer needs. The nature and extent of roadway maintenance can have a significant impact on customer satisfaction through activities such as snow and ice control, pavement resurfacing, replacement of worn signs and pavement markings, and management of roadside vegetation and litter removal. One effective means of measuring performance is benchmarking. Benchmarking can be used to improve any activity performed by an organization, including highway maintenance activities. A key component of any benchmarking effort is obtaining agreement among the participants regarding the performance measures that will be used to compare the effectiveness of the agency's current practice with those of other organizations. In this case, the performance measures are related to the requirements and expectations of the agency's customers.
Item type: Reports, conferences, monographs
Holdings: VTI P0409:511

The use of performance measures for transportation agencies is currently receiving a great deal of attention from senior executives in the public sector. Of the performance measures currently in use or under consideration, customer satisfaction has become a major driver for strategic performance measurement in state departments of transportation (DOTs). The users of the transportation system are becoming more discerning and vocal in their expectations, and they increasingly demand better value and performance from the DOT. Traditional maintenance management systems focus on efficiency and cost and measure performance in terms of resources used. This guide provides the means to evaluate roadway maintenance activities by the extent to which they meet customer needs. The nature and extent of roadway maintenance can have a significant impact on customer satisfaction through activities such as snow and ice control, pavement resurfacing, replacement of worn signs and pavement markings, and management of roadside vegetation and litter removal. One effective means of measuring performance is benchmarking. Benchmarking can be used to improve any activity performed by an organization, including highway maintenance activities. A key component of any benchmarking effort is obtaining agreement among the participants regarding the performance measures that will be used to compare the effectiveness of the agency's current practice with those of other organizations. In this case, the performance measures are related to the requirements and expectations of the agency's customers.

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