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Title: AN APPROACH TO MISSION BASED TRANSPORTATION MAINTENANCE SERVICES: DEFINING THEM, MEASURING RESULTS, AND ASSESSING ORGANIZATIONAL PERFORMANCE
Accession Number: 00722455
Record Type: Component
Digital Copy: Abstract: 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.
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.
Language: English
Corporate Authors: Transportation Research Board 500 Fifth Street, NW Authors: Wilcox, S JPagination: p. H1-10
Publication Date: 1995-12
Conference:
Invitational Workshop on Performing Highway Maintenance Using Total Quality Management
Location:
Whitefish, Montana TRT Terms: Geographic Terms: Subject Areas: Finance; Highways; Maintenance and Preservation; I60: Maintenance
Files: TRIS, TRB
Created Date: May 30 1996 12:00AM
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