Transportation Maintenance organizations have collected data for some time, but rarely have those data been linked to the strategic interests, or management information needs of the leadership or management. Frequently that is due to the lack of clarity of what those interests are, making it impossible to align the organization to satisfy them. Performance management in New York State's Transportation Maintenance Division is an attempt to create a comprehensive and strategic framework for management. The framework begins to clarify the organization's mission, services that support that mission, and the characteristics of the service delivery process necessary for success. Particularly important for agencies interested in exploring the idea of organizing around public service is to begin to define service expectations from the perspective of customers. By linking budgets and the quality assurance system to customers, service priorities and levels can begin to be established cooperatively. Only then can meaningful performance measures be developed for the organization's various roles and responsibilities, that separate success from failure, from the standpoint of the people being served.


  • English

Media Info

  • Features: Figures;
  • Pagination: 14p

Subject/Index Terms

Filing Info

  • Accession Number: 00722622
  • Record Type: Publication
  • Report/Paper Numbers: Preprint C-3
  • Files: TRIS, TRB
  • Created Date: Jun 24 1996 12:00AM