文档介绍：PERFORMANCE MEASURES
1. Critique of Fielding’s approach
2. Structure of performance measures
Nigel . Wilson /, Fall 2006 1
Lecture 9
Critique of Performance Measures
• Limited by availability of NTD data
- focused on cost and efficiency
- little data on quality and effectiveness
• Resulting measures place too much emphasis on cost
efficiency and too little on cost-effectiveness
• Make it too easy for the manager to ignore the market
and service quality
• Do not contribute effectively to the hypothetical roles
for measures
Nigel . Wilson /, Fall 2006 2
Lecture 9
Performance Measure Examples
____________________Vehicle Miles • many possible interpretations
without control for
Maintenance Employees
maintenance effectiveness
________________Revenue • if local area favors low fares,
Operating Expense does this mean poor
performance?
____________Passengers • very high values may imply
very congested vehicles; is
Rev Veh Hour
this good performance?
Nigel . Wilson /, Fall 2006 3
Lecture 9
Critique of Peer parisons
• Peers and/or measures need to recognize impacts of
non-NTD differences such as:
-- cost of living
-- urban structure
-- auto ownership
• Peers should be defined uniquely for each agency
• Peers might be defined differently for d