文档介绍：Creating a Performance
Measurement System
and Conducting Performance Audits
Nigel . Wilson /, Fall 2006 1
Lecture 7, J. i
Outline
1. Roles for Performance Measures
2. Recent work -- TCRP Report 88
• Why measure/which objectives?
•8 Categories
• 8-Step program
• Prototype "Core" measures
3. Using NTD Data:
4. Conducting periodic performance audits
• Facilitated/conducted by third party
• Top management support critical
• In-depth interviews anizational review
• California example
Nigel . Wilson /, Fall 2006 2
Lecture 7, J. i
Possible Roles for System-Level
Performance Measures
• Identify major problems in agency for further analysis
• Generate information for policy formulation
• Measure goal attainment
• Determine funding allocation
Nigel . Wilson /, Fall 2006 3
Lecture 7, J. i
TCRP Report 88
• A practical, step-by-step guide for developing a
performance measurement system
• a review of current industry practice
• led by Kittelson & Associates, Inc.
• web document with extensive hyperlinks
• menus allow systematic review and selection
• Comprehensive treatment, yet tries not to be a
prescription
• Cautions users about pitfalls
• Good source to "browse" related performance measures
Nigel . Wilson /, Fall 2006 4
Lecture 7, J. i
Why Measure?/Which Objectives?
• Why Measure?
• external requirement (funding, community support, etc.)
• internal use (improve internal management, input to policy,
determine customer satisfaction, etc.)
•"what gets measured gets attention"
• Four points of view:
• customer (quality of service)
• community (impact on munity objectives)
• agency (management effectiveness and efficiency)
• driver/vehicle (traffic engineering measures)
(individual measures overlap these four points of view)
• Define objectives first, then select measures
Nigel . Wilson