TRB's National Cooperative Highway Research Program (NCHRP) Report 511: Guide for Customer-Driven Benchmarking of Maintenance Activities provides guidance on how to evaluate and improve an agency's performance through a process called "customer-driven benchmarking." The objective of benchmarking is to identify, evaluate, and implement best practices by comparing the performance of agencies.
National Academies of Sciences, Engineering, and Medicine. 2004. Guide for Customer-Driven Benchmarking of Maintenance Activities. Washington, DC: The National Academies Press. https://doi.org/10.17226/13720.
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