Below is the uncorrected machine-read text of this chapter, intended to provide our own search engines and external engines with highly rich, chapter-representative searchable text of each book. Because it is UNCORRECTED material, please consider the following text as a useful but insufficient proxy for the authoritative book pages.
179 REFERENCES Ahmed, P.K. and M. Raï¬q (1998), âIntegrated Benchmarking, a Holistic Examination of Select Techniques for Benchmarking Analysis,â Benchmarking for Quality Management and Technology, Vol. 5, No. 3, pp. 225â242. Aigner, D. and S. Chu (1968), âOn Estimating the Industry Production Function,â American Economic Review, Vol. 58, pp. 826â839. Alfelor, R.M., W.A. Hyman, and G.R. Niemi (1990), âCustomer-Oriented Maintenance Decision Support System: Developing a Prototype,â Transportation Research Record 1672, Transportation Research Board of the National Academies, Washington, DC, pp. 1â10. American Productivity and Quality Center (1993), The Benchmarking Management Guide, Houston, TX. American Quality Foundation and Ernst and Young (1992), The International Quality Study: Best Practices Report, Ernst and Young, âThought through Leadershipâ series, New York, NY. Anderson, P. and K. Hockensmith (1997), âKentucky Transportation Cabinet: Annual Assessment of Customer Needs and Satisfaction: Mail Survey,â KTC-97-24, Final Report, Kentucky University, Lexington. Balm, G.J. (1996), âBenchmarking and Gap Analysis: What Is the Next Milestone?â Benchmarking for Quality Management and Technology, Vol. 3, No. 4, pp. 28â33. Balm, G.J. (1992), Benchmarking: A Practitionerâs Guide or Becoming and Staying Americaâs Best of the Best, QPMA Press, Schaumburg, IL. Banker, J.D., A. Charnes, and W.W. Cooper (1984), âSome Models for Estimating Technical and Scale Inefficiencies in Data Envelopment Analysis,â Management Science, Vol. 30, pp. 1078â1092. Bhote, K.R. and A.K. Bhote (2000), World Class Quality, Second Edition, American Management Association, New York, NY.
Bogan, C.E. and M.J. English (1994), Benchmarking for Best Practices, McGraw-Hill, New York, NY. Booz Allen Hamilton (1980), Results of Consumer Satisfaction Survey, Volume III, Booz Allen Hamilton, Inc., Bethesda, MD. Booz Allen Hamilton, Inc., and Compass USA (2000), Proceedings, National Workshop on Commonly Recognized Measures for Maintenance, June 5â7, 2000, Scottsdale, AZ; prepared for the AASHTO Subcommittee on Maintenance under the support of AASHTO Member Agencies and the FHWA. Camp, R.C. (1989), Benchmarking: The Search for Industry Best Practices That Lead to Superior Performance, ASQC Quality Press, Milwaukee, WI. CBI and DTI (1996), Benchmarking the Supply Chain: First Two Surveys, Partnership Sourcing Ltd., London, UK. Charnes, A., W.W. Cooper, and E. Rhodes (1978), âMeasuring the Efficiency of Decisionmaking Units,â European Journal of Operations Research, Vol. 2, pp. 429â444. Codling, S. (1992), Best Practice: Benchmarking: The Management Guide for Successful Implementation, Industrial Newsletter Ltd., Bedford, UK. Coopers and Lybrand (1996), National Highway User Survey, National Quality Initiative Steering Committee, Coopers and Lybrand LLP, Opinion Research Corporation. Coopers and Lybrand (1994), Survey of Benchmarking in the UK, Executive Summary, CBI, London, UK. Czarnecki, M.T. (1999), Managing by Measuring, How to Improve Your Organizationâs Performance Through Effective Benchmarking, AMACOM American Management Association, New York, NY. Debreau, G. (1951), âThe Coefficient of Resource Utilization,â Econometrica, Vol. 19, pp. 273â292. Deming, W.E. (1939), Statistical Method from the Viewpoint of Quality Control. References 180
Doemland, R.D. (1996), âPerformance Measures in the Pennsylvania Department of Transportation,â Preprint from Eleventh Equipment Management Workshop, Syracuse New York, June 23â26. Dye, D.L. and L. Rus (1997), âMaintenance Accountability ProcessâMAPâA Quality Approach to Maintenance Management, Preprint from Eighth AASHTO/TRB Maintenance Management Conference, July 13â17, Sarasota Springs, NY. Dyson, R.G., E. Thanassoulis, and A. Boussoï¬ane (1990), âData Envelopment Analysis,â Tutorial Papers in Operational Research, L.C. Hendry and R.W. Eglese, Eds. Operational Research Society. EFQM (1996), Self assessment 1997, Guidelines for Companies, EFQM, Brussels, Belgium. Färe, R. and C.A.K. Lovell (1978), âMeasuring the Technical Efficiency of Production,â Journal of Economic Theory, Vol. 19, pp. 150â162. Färe, R., S. Grosskopf, and C.A.K. Lovell (1994), Production Frontiers, Cambridge University Press, New York, NY. Färe, R., S. Grosskopf, and C.A.K. Lovell (1985), The Measurement of Efficiency of Production, Kluwer-Nijhoff Publishing Co., Boston, MA. Farrell, M.J. (1957), âThe Measurement of Productive Efficiency,â Journal of the Royal Statistical Society Series, Vol. A 120, pp. 253â281. Fitz-Enz, J. (1993), Benchmarking Staff Performance: How Staff Departments Can Enhance Their Value to the Customer. Frevert, L. and A. Paul (1998), âBenchmarking: Applying Private Sector Strategies to Local Government: The Kansas City Experience,â APWA Reporter, June 1998, pp.12â13. Harrington, H.J. (1996), The Complete Benchmarking Implementation Guide, McGraw-Hill, New York, NY. Harrington, H.J and J.S. Harrington (1996), High Performance Benchmarking, 20 Steps to Success, McGraw-Hill, New York, NY. 181
Hatry H., J.R. Fountain, J.M. Sullivan, and L. Kremer (1990), Service Efforts and Accomplishments Report: Its Time Has Come, An Overview, Governmental Accounting Standards Board, Norwalk, CT. Hernandez, B. (1997), Arizona Quality Initiative Survey of Highway Users and Community Leaders, Report No. FHWA-AZ- 97-463, Final Report, Behavior Research Center, Arizona DOT. Hyatt, J. (1999), âPerception of Highway Maintenance in Montana in 1998: the Results of a Telephone Survey,â Invitational Workshop on Maintenance Quality Initiatives, Whiteï¬sh, MT, May 6â7, 1999, preprints. Hyman, W.A., R.M. Alfelor, and J.A. Allen (1990), Service Efforts and Accomplishments Report: Its Time Has Come, Road Maintenance, Governmental Accounting Standards Board, Norwalk, CT. Juran, J. (1951). Quality Control Handbook. Kaplan, R.S. and D.P. Norton (1992), âThe Balanced Scorecard: Measures That Drive Performance, Harvard Business Review, Vol. 70, JanuaryâFebruary, pp. 71â79. Karlof, B. and O. Svante (1993), Benchmarking: A Guide to Productivity and Quality Championship, Svenska Dagbladet Forlags AB, Borja, Finland. Kentucky Transportation Center (1997), Annual Assessment of Customer Needs and Satisfaction, University of Kentucky. Koopmans, T.C. (1951), âAn Analysis of Production as an Efficient Combination of Activities,â Activity Analysis of Production and Allocation (Cowles Commission for Research in Economics, Monograph No. 13, John Wiley and Sons, Inc.). Lovell, C.A.K (1993), âProduction Frontiers and Productive Efficiency,â in Fried, Lovell, and Schmidt, Eds., The Measurement of Productive Efficiency, Oxford University Press, New York, NY. Markow, M.J. (1999), âLevels of Service for Colorado DOTâs Customer Oriented Maintenance Management,â Invitational Workshop on Maintenance Quality Initiatives, Whiteï¬sh, MT, May 6â7, 1999, preprints. References 182
183 Markow, M.J. and R.M. Alfelor (1997), âEstimating the Beneï¬ts of Highway Maintenance, Preprint from Eighth AASHTO/TRB Maintenance Management Conference, July 13â17, Sarasota Springs, NY. McAniff, R. and D. Allen (1997), âSelf Directed Highway Maintenance Teams: Summary of Experiences and Lessons Learned During the First Five Years: 1990â1995,â presented at the 11th Equipment Management Workshop, Transportation Research Circular No. 475, Transportation Research Board of the National Academies, Washington, DC. Niemi, G. (1999), âHow to Use Market Research and Quality Techniques to Manage Maintenance Operations,â Invitational Workshop on Maintenance Quality Initiatives, Whiteï¬sh, MT, May 6â7, 1999, preprints. Parasuraman, A., V.A. Zeithaml, and L.L. Berry (1988), âSERVQUAL: A Multiple Item Scale for Measuring Consumer Perceptions of Service Quality, â Journal of Retailing, Vol. 64, Spring, pp. 12â40. Parasuraman, A., V.A. Zeithaml, and L.L. Berry (1985) âA Conceptual Model of Service Quality and Its Implications for Future Research,â Journal of Marketing, Vol. 49, Fall, pp. 41â50. Peck, M.W., C.A. Sheraga, and R.P. Boisjoly (1996), âThe Utilization of Data Envelopment Analysis in Benchmarking Aircraft Maintenance,â Transportation Research Forum, 38th Meeting, Vol. 1, pp. 294â303. Pennsylvania DOT (1997), PennDOT Maintenance Activities, Magellanâs Rosetta, 1992â1996, Version 1.61. Pletan, R.A. (1998), Managing Winter Maintenance Through the Eyes of the Customer, â10th PIARC International Winter Road Congress, March 16, 1998 to March 19, 1998, Lulea, Sweden, published by Swedish National Road and Transport Research Institute, pp. 171â179. Poister, T.H., R.H. Harris, and J. Robinson (1998), âLarge-scale Customer Feedback on a State Highway Maintenance Program,â Public Works Management and Policy,â Vol. 2. No. 4., pp. 294â305.
Ray, S.C. (1991), âResource Use Efficiency in Public Schools: A Study of Connecticut Data,â Management Science 37, pp. 1620â1628. Ruggiero, J. (1996a), âOn the Measurement of Technical Efficiency in the Public Sector,â European Journal of Operational Research, pp. 553â565. Ruggiero, J. (1996b), âEfficiency of Educational Production: An Analysis of New York School Districts,â Review of Economics and Statistics, pp. 499â509. Ruggiero, J. and S. Bretschneider (1997), âOn the Measurement of Koopmans Efficiency,â European Journal of Operational Research. Saaty, T.L. (1980), The Analytic Hierarchy Process, McGraw- Hill, New York, NY. Seiford, L.M. (1989), âA Bibliography of Data Envelopment Analysis, Working Paper,â Department of Industrial Engineering and Operations Research, University of Amherst, MA. Smith, K.L., M.L. Stivers, T.E. Hoerner, and A.R. Romine (1997), NCHRP Web Document 8: Highway Maintenance Quality Assurance, Transportation Research Board of the National Academies, Washington DC. Spandolini, M.J. (1992), The Benchmarking Book, AMA-COM Press, New York, NY. Stein-Hudson, K.E., R.K. Sloane, M.C. Jackson, and A.J. Bloch (1995), NCHRP Report 376: Customer-Based Quality in Transportation, Transportation Research Board of the National Academies, Washington, DC. Stivers, M.L. (1999), âA Quality Assurance Program for Highway Maintenance Agencies,â Invitational Workshop on Maintenance Quality Initiatives, Whiteï¬sh, MT, May 6â7, 1999, preprints. Stivers, M.L., K.L. Smith, T.E. Hoerner, and A.R. Romine (1999), NCHRP Report 442: Maintenance QA Program Implementation Manual, Transportation Research Board of the National Academies, Washington DC. References 184
Survey Research Center, University Research Foundation (1999), Caltrans Maintenance Program: Survey of Licensed California Drivers Regarding Highway Maintenance Activities, Executive Summary, prepared for State of California DOT, California State University, Chico, CA. Thanassoulis, E. and R.G. Dyson (1992), âEstimating Preferred Target Input-Output Levels Using Data Envelopment Analysis,â European Journal of Operational Research, Vol. 56, pp. 80â97. Watson, G.H. (1993), Strategic Benchmarking: How to Rate Your Companyâs Performance Against the Worldâs Best, Wiley, New York, NY. Wikelius, M.R. (1999), âDriving Customer Deï¬ned Quality into Highway Maintenance,â Invitational Workshop on Maintenance Quality Initiatives, Whiteï¬sh, MT, May 6â7, 1999, preprints. Xerox Corporation (1987), Competitive Benchmarking: What It Is and What It Can Do for You, Xerox Corporation Booklet, Webster, New York. Zahedi, F. (1989), âThe Analytic Hierarchy ProcessâA Survey of the Method and Its Applications,â Interfaces, Vol. 16, No.4, pp. 96â108. Zairi, M. (1998), Effective Management of Benchmarking Projects, Butterworth Heinemann, Oxford, UK. Zairi, M. (1996), Effective Benchmarking, Learning from the Best, Chapman and Hall, London, UK. Zairi, M. and M. Youssef (1996), âA Review of Key Publications on Benchmarking, Part II,â Benchmarking for Quality Management and Technology, Vol. 3, No. 1, pp. 45â49. Zairi, M. and M. Youssef (1995), âA Review of Key Publications on Benchmarking, Part I,â Benchmarking for Quality Management and Technology, Vol. 2, No. 1, pp. 65â72. Zairi, M. and P. Leonard (1994), Practical Benchmarking: The Complete Guide, Chapman and Hall, New York, NY. 185