An Application of the Balanced Scorecard to Public Transit System Performance Assessment

1. An Application of the Balanced Scorecard to Public Transit System Performance Assessment JASON KEITH PHILLIPS Transportation Journal p.26-55, Winter 2004 指導老師：任維廉 報告人：盧思瑜

2. Self introduction • 盧思瑜 • 高雄人 • 姚銘忠老師Lab • 吃吃喝喝、逛街、打排球 運輸科技與管理學系 盧思瑜

3. Outline • Abstract • Introduction • The Metrics of Public Transit • Rationale for Categorizing Transit Performance Measures • Methodology Used for Categorizing Transit Performance Measures • Constructs of the Definition of Public Transit Performance • Conclusions • Questions 運輸科技與管理學系 盧思瑜

4. Abstract • To explore the concept of BSC • To provide a comprehensive list ofpublic transit performance constructs and measures • To develop a “shopping list” of performance measures for managers to select from while developing BSC 運輸科技與管理學系 盧思瑜

5. Introduction • Kaplan and Norton, Harvard Business Review • A set of measures to give managers a fast but comprehensive view of their business 運輸科技與管理學系 盧思瑜

6. Introduction • Public sector generally only pursue mission effectiveness and efficiency • Due to the macro effects of public transit on society 運輸科技與管理學系 盧思瑜

7. The Metrics of Public Transit 運輸科技與管理學系 盧思瑜

8. The Metrics of Public Transit Are we doing things right? Are we producing the externalities we intend? Are we doing the right thing? 運輸科技與管理學系 盧思瑜

9. Rationale for Categorizing Transit Performance Measures 運輸科技與管理學系 盧思瑜

10. Methodology Used for Categorizing Transit Performance Measures 運輸科技與管理學系 盧思瑜

11. Constructs of the Definition of Public Transit Performance: Efficiency 運輸科技與管理學系 盧思瑜

12. Labor • Input Constructs of the Definition of Public Transit Performance: Efficiency • Efficiency • Labor costs represent a large proportion of transit system costs • Labor-related expenses have been estimated to account for over 80% of public transit operating costs 運輸科技與管理學系 盧思瑜

13. Labor • Input Constructs of the Definition of Public Transit Performance: Efficiency • Efficiency 運輸科技與管理學系 盧思瑜

14. Vehicle • Input Constructs of the Definition of Public Transit Performance: Efficiency • Efficiency • Sizable investment 運輸科技與管理學系 盧思瑜

15. Capital • Self-Sufficiency • Profit Maximization / Loss Minimization • Input Constructs of the Definition of Public Transit Performance: Efficiency • Efficiency • Profit Maximization / Loss Minimization: Assess the desire of the transit system to operate like a private firm 運輸科技與管理學系 盧思瑜

16. Capital • Self-Sufficiency • Profit Maximization / Loss Minimization • Input Constructs of the Definition of Public Transit Performance: Efficiency • Efficiency • Self-sufficiency: Assess the public’s willingness to pay for a particular operator’s provided service 運輸科技與管理學系 盧思瑜

17. Energy / Fuel • Input Constructs of the Definition of Public Transit Performance: Efficiency • Efficiency • Transit systems desire to maximize the fuel efficiency of their fleets 運輸科技與管理學系 盧思瑜

18. Maintenance • Input Constructs of the Definition of Public Transit Performance: Efficiency • Efficiency • How efficiently the transit system maintains its vehicle with regard to cost • Monetary costs • Customer satisfaction costs 運輸科技與管理學系 盧思瑜

19. Public Transit • Output Constructs of the Definition of Public Transit Performance: Efficiency • Efficiency • Distinction between quantity and quality is important • More Transit Better Transit 運輸科技與管理學系 盧思瑜

20. Public Transit • Output Constructs of the Definition of Public Transit Performance: Efficiency • Efficiency Maximization of produced output per dollar of cost Maximization of consumed output per dollar of cost 運輸科技與管理學系 盧思瑜

21. Utilization of Service • Security • Accessibility • Operating Safety • Passenger Convenience • Frequency of Service • Reliability of Service • Speed of Service • Service Quality • Passenger Comfort • General Public Satisfaction Constructs of the Definition of Public Transit Performance: Effectiveness • Effectiveness 運輸科技與管理學系 盧思瑜

22. Utilization of Service Constructs of the Definition of Public Transit Performance: Effectiveness • How many passengers actually use the transit service 運輸科技與管理學系 盧思瑜

23. Security • Operating Safety Constructs of the Definition of Public Transit Performance: Effectiveness • Effectiveness • Crime incidents on transit vehicles and in transit facilities affects public mobility • Physical injury to users and non-users • Property damage 運輸科技與管理學系 盧思瑜

24. Accessibility • Passenger Convenience Constructs of the Definition of Public Transit Performance: Effectiveness • The ability of persons to reach from residence with reasonable expenditures of time and effort • How easily transit patrons can use a particular transit system • Proximity of transit stops • Number of transfers required • Transit information availability • Availability to parking 運輸科技與管理學系 盧思瑜

25. Frequency of Service • Reliability of Service • Speed of Service Constructs of the Definition of Public Transit Performance: Effectiveness • How often transit service is available to patrons • The ability of a transit system to provide service to its patrons as promised • The length of time required to travel between two points 運輸科技與管理學系 盧思瑜

26. Service Quality • Passenger Comfort Constructs of the Definition of Public Transit Performance: Effectiveness • How well service is provided • Transfer opportunities • Vehicle cleanliness • Driver performance • Crowdedness • Noise level • Temperature & odors • Jerkiness of the ride • Forced exposure to inclement weather • Internal cleanliness of vehicles 運輸科技與管理學系 盧思瑜

27. General Public Satisfaction Constructs of the Definition of Public Transit Performance: Effectiveness • Effectiveness • The satisfaction of transit users and non-users 運輸科技與管理學系 盧思瑜

28. Constructs of the Definition of Public Transit Performance: Impact 運輸科技與管理學系 盧思瑜

29. Accessibility of the Transit-Dependent • Attraction and Retention of Commuter Traffic • Urban Development / Revitalization Constructs of the Definition of Public Transit Performance: Impact • Controlling urban development and revitalizing declining areas is a common goal • Its positive impact on both transit revenues and those individuals who do not use public transit 運輸科技與管理學系 盧思瑜

30. Pollution Reduction • Reduction of Congestion • Reduction of • Energy Consumption Constructs of the Definition of Public Transit Performance: Impact • It can be measured in terms of frequency, duration… • The vehicles used by transit firms are more energy-efficient that the private automobile on a per-passenger basis 運輸科技與管理學系 盧思瑜

31. Conclusions • BSC approach on public transit • Efficiency, Effectiveness, Impact • Develop a “shopping list” of performance measures for managers to select from while developing BSC • Comprehensive list of public transit performance constructs and measures 運輸科技與管理學系 盧思瑜

32. Questions • 原本的平衡計分卡的四大構面中的內部流程和創新與學習兩構面，似乎較無包括在公部門的平衡計分卡，如此一來，公部門的平衡計分卡是否會造成不周全? • 若讓管理者自行從Shopping list中挑選需要的測量指標，是否會造成只挑對自己有利的指標來測量呢? 運輸科技與管理學系 盧思瑜

33. Thanks for your attention 運輸科技與管理學系 盧思瑜