00742020

Component

https://onlinepubs.trb.or...trcircular/475/475-004.pdf

Transportation maintenance organizations have collected data for some time, but rarely has that 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 measurement 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 systems 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.

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00742013

English

p. 33-42

1997-7

Transportation Research Circular

11th Equipment Management Workshop

Digital/other

Figures (4) ; References (9)

Customer service; Equipment; Highway maintenance; Level of service; Maintenance management; Management; Measurement; Performance; State departments of transportation; Strategic planning; Workshops

Equipment management

New York (State)

Administration and Management; Highways; Maintenance and Preservation; I10: Economics and Administration; I60: Maintenance

TRIS, TRB

Oct 31 1997 12:00AM

• 1995 MIDWESTERN STATES EQUIPMENT MANAGEMENT CONFERENCE
• 1996 SOUTHEASTERN STATES EQUIPMENT MANAGERS MEETING
• A SIMPLIFIED HEAVY-DUTY SAND SPREADER: PHASE 1 - DESIGN CONCEPT
• APPLICATION OF NCHRP REPORT 350 TO TMA SYSTEMS
• BRIDGE INSPECTION AND THE EQUIPMENT IT DEMANDS
• CHALLENGES FACED BY TRUCK ENGINEERS IN THE MID 1990'S
• CONCEPTUALIZATION OF THE FUTURE HIGHWAY MAINTENANCE VEHICLE
• DEPLOYMENT OF ROBOTIC DEVICES FOR HIGHWAY MAINTENANCE AND CONSTRUCTION
• ECONOMIC EVALUATION OF TRUCK COLLISION WARNING SYSTEMS
• EMERGENCY WARNING LIGHT TECHNOLOGY
• EQUIPMENT MANAGEMENT SYSTEM
• FORWARD-LIGHTING CONFIGURATIONS FOR SNOWPLOWS (ABSTRACT ONLY)
• IMPROVE ELECTRICAL SYSTEM RELIABILITY WITH MAGNETIC CIRCUIT BREAKER SWITCH PANELS
• INITIATION AND IMPLEMENTATION OF AN ALTERNATIVE FUELS REPORT
• LEARNING FROM ABROAD--WINTER MAINTENANCE PROGRAM
• LIFE CYCLE COSTING...A MANUFACTURER'S GENERAL PERSPECTIVE
• MINNESOTA DEPARTMENT OF TRANSPORTATION'S MAINTENANCE OPERATIONS RESEARCH PROGRAM
• MINNESOTA DEPARTMENT OF TRANSPORTATION/FINNISH NATIONAL ROAD ADMINISTRATION--MAINTENANCE TECHNOLOGY EXCHANGE PARTNERSHIP
• NORTHEASTERN STATES EQUIPMENT MANAGER CONFERENCE
• PERFORMANCE MEASURES IN THE PENNSYLVANIA DEPARTMENT OF TRANSPORTATION
• SELF-DIRECTED HIGHWAY MAINTENANCE TEAMS: SUMMARY OF EXPERIENCES AND LESSONS LEARNED DURING THE FIRST FIVE YEARS 1990-1995
• THERMOPLASTIC EQUIPMENT FOR FLEET MANAGERS
• TIRE RECAP PROGRAM
• TOTAL COST EQUIPMENT PURCHASING
• USING AUTOMATIC TRANSMISSIONS TO MEET YOUR NEEDS
• VERMONT'S "OFF-THE-SHELF" EQUIPMENT MANAGEMENT SYSTEM
• WESTERN STATES HIGHWAY EQUIPMENT MANAGERS CONFERENCE, PHOENIX, ARIZONA, 1995