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Transportation Performance Management: Insight from Practitioners (2010) / Chapter Skim
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Pages 33-36

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From page 33...
... The customer satisfaction-related benefits they gain translate into fewer headlines like "DOT Bungles Response to Ice Storm" and more success stories like "Legislature Approves Highway Funding Package." Strategies include aligning performance targets and customer expectations; learning how to better balance constraints in decision-making; and building agency credibility via modest, customer-focused "quick fixes." 33 C H A P T E R 5 Performance Management Requires a Customer Focus
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From page 34...
... 34 Transportation Performance Management: Insight from Practitioners PennDOT's Customer Focused Ride Quality Research -- The PennDOT used road rally style focus groups to identify International Roughness Index (IRI) values that coincide with customer's perceptions of "excellent," "good," "fair," and "poor" ride conditions.
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From page 35...
... Performance management helps DOTs identify low-cost/high-value solutions that quickly help boost or restore their credibility: Capitalize on "quick fix" successes. Some DOTs are learning that they should complement long-term, high-cost performance management strategies like asset management programs with Performance Management Requires a Customer Focus 35 Ohio DOT's Pavement Condition Performance Measures -- For the last decade, Ohio DOT has put a great emphasis on analysis of district-by-district data describing the condition of Ohio's pavements and the rate of change in pavement condition.
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From page 36...
... 36 Transportation Performance Management: Insight from Practitioners Kansas DOT Seeks Right Measure for Road Striping -- The Kansas DOT learned in a 2008 customer survey that a higher than expected share of drivers in Kansas are dissatisfied with the visibility of road markings at night and in bad weather. KDOT's performance measures for road markings, however, measured their visibility only during the day in dry conditions.
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Key Terms

  • performance management
  • customer focus
  • set performance
  • state highway
  • performance targets

  • performance results
  • management requires
  • critical transportation
  • asset management
  • achieve strategic

  • strategic objectives
  • mance results
  • dot balance
  • dots identify
  • meet critical

  • balance fiscal
  • engineering judgment
  • securing funds
  • management programs
  • customer satisfaction

  • portation performance
  • management program
  • transportation performance


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