AN APPROACH TO MISSION BASED TRANSPORTATION MAINTENANCE SERVICES: DEFINING THEM, MEASURING RESULTS, AND ASSESSING ORGANIZATIONAL PERFORMANCE
Entrepreneurial public sector organizations must understand what businesses they are in and how competitive they are in their ability to deliver services. Performance Management in New York State Transportation Maintenance proposes to address these issues by balancing external and internal success factors. The approach will be based on the balanced scorecard method for developing measurements of organizational performance. Service expectations, system conditions, and customer satisfaction can provide the external view of the organization relative to the fulfillment of its mission. Measures of efficiency, quality and innovation can provide an internal view of the organization that defines its competitiveness. Building a performance measurement system using this approach requires the clarification of the mission of the organization, defining services that will fulfill that mission and then aligning the budgeting process with the management and measurement systems in a manner that allows for the management of performance.
- Digital Copy:
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Supplemental Notes:
- The papers in this publication were duplicated from camera-ready copy provided by the authors and have not undergone the formal TRB peer review process or editing.
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Corporate Authors:
500 Fifth Street, NW
Washington, DC United States 20001 -
Authors:
- Wilcox, S J
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Conference:
- Invitational Workshop on Performing Highway Maintenance Using Total Quality Management
- Location: Whitefish, Montana
- Date: 1995-5-21 to 1995-5-23
- Publication Date: 1995-12
Language
- English
Media Info
- Pagination: p. H1-10
Subject/Index Terms
- TRT Terms: Budgeting; Highway maintenance; Maintenance management; Measurement; Performance; State departments of transportation; Strategic planning; Workshops
- Uncontrolled Terms: External; Internal
- Geographic Terms: New York (State)
- Subject Areas: Finance; Highways; Maintenance and Preservation; I60: Maintenance;
Filing Info
- Accession Number: 00722455
- Record Type: Publication
- Files: TRIS, TRB
- Created Date: May 30 1996 12:00AM