00742021

Component

https://onlinepubs.trb.or...trcircular/475/475-005.pdf

In the early 1980s the Pennsylvania Department of Transportation (PennDOT) embraced the concept of Management by Objectives and developed a series of measures and management reports to track organizational performance. About this same time PennDOT developed a system to measure county highway maintenance performance, the County Accreditation Review System (CARS). In the mid-eighties PennDOT successfully measured personal productivity in maintenance garages and made several cosmetic and ergonomic changes which impacted on garage efficiency. In the late eighties PennDOT piloted a matrix measurement concept developed by the Oregon Productivity Center, the Organizational Performance Index (OPI). PennDOT modified the concept in the early 1990s and applied it to measuring customer satisfaction. The Customer Service Index (CSI) is now used throughout the Department to measure performance as determined by customers.

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00742013

English

p. 43-45

1997-7

Transportation Research Circular

11th Equipment Management Workshop

Digital/other

Customer satisfaction; Customers; Equipment; Highway maintenance; Maintenance management; Management; Measurement; Performance; Productivity; State departments of transportation; Workshops

Equipment management

Pennsylvania

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 MEASUREMENT
• 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