Performance Indicators of Winter Maintenance - Customer Point of View

The Finnish National Road Administration (FinnRA) sets targets for winter maintenance policy. These targets are enforced in winter maintenance contracts which are carried out by private contractors. FinnRA controls performance of winter maintenance contracts by technical measurements. Technical measures and customer satisfaction surveys often do not correlate. It is proposed to utilize customer satisfaction to make the winter maintenance process more customer-driven. In Finnish national road administration (FinnRA) control measurements include the measuring of grip, snow depth and unevenness of the road during the wintertime. Customer satisfaction surveys are produced twice a year and they have been mainly used in strategic level but also to improve the maintenance process and products. There has arisen a need of measuring and using a customer satisfaction for other purposes also. In FinnRA's Hame district, customer satisfaction was studied in more detail in six different small towns and suburbs in relation to summer and winter maintenance of low volume roads. It was found that the general information is not valid for other purposes excluding strategic decision making. The technical measures are not efficient enough to describe customer satisfaction. Their coverage is too narrow and there were no customer oriented limits for analyzing the data. Suggestions were made on how to improve the performance indicators and customer surveys in different tasks to get a customer point of view included in the operation. For the further development the study includes several suggestions. For example in maintenance planning it is essential to know the customer needs although the planning can be performed according to technical measurement. It is suggested that the technical measurements will be classified according to customers' opinion with the help of a customer surveillance group. FinnRA is testing a bonus system in maintenance contracts. The study includes suggestions that help the procurement staff to plan the bonus system especially the customer survey part. The objective is to include customer point of view in every step of the maintenance process and all the other processes as well. For the covering abstract see ITRD E143097.

  • Authors:
    • LINTILA, J
    • HOYSSA, M
  • Publication Date: 2006


  • English

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  • Accession Number: 01147053
  • Record Type: Publication
  • Source Agency: Transport Research Laboratory
  • Files: ITRD
  • Created Date: Dec 24 2009 8:40AM