Table of Contents
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Front Matter	i-ix
Introduction to the Guide	1-5	(skim)
What Is Benchmarking?	6-6	(skim)
What Is Customer-Driven Benchmarking?	7-8	(skim)
How Do You Recognize Best Performances and Practices?	9-10	(skim)
Why Benchmark? What Are the Benefits?	11-11	(skim)
Prerequisites for Customer-Driven Benchmarking	12-13	(skim)
Scope of Customer-Driven Benchmarking	14-15	(skim)
Who Is Involved?	16-17	(skim)
Getting Started	18-22	(skim)
Rewards and Recognition	23-23	(skim)
Benchmarking Myths	24-24	(skim)
Critical Success Factors	25-26	(skim)
Chapter 2 - Selecting Benchmarking Partners	27-28	(skim)
Criteria for Selecting Partners	29-32	(skim)
Determining the Organizational Level at Which to Benchmark	33-33	(skim)
Number of Benchmarking Partners	34-34	(skim)
Negotiating a Customer-Driven Benchmarking Partners Agreement	35-41	(skim)
Enrolling Benchmarking Units in Each Organization	42-42	(skim)
Types of Measures	43-45	(skim)
Outcomes	46-53	(skim)
Commonly Recognized Measures	54-63	(skim)
A Catalog of Measures	64-67	(skim)
Resource Measures	68-70	(skim)
Hardship Factors	71-73	(skim)
Output Measures	74-75	(skim)
An Overview of the Steps	76-78	(skim)
Step 1: Select Partners	79-81	(skim)
Step 2: Establish Measures	82-120	(skim)
Step 3: Measure Performance	121-130	(skim)
Step 4: Identify Best Performances and Practices	131-171	(skim)
Step 5: Implement and Continuously Improve,	172-174	(skim)
References	175-181	(skim)
Appendix A - Draft Benchmarking Agreement	182-184	(skim)
Appendix B - Catalog of Benchmarking Measures	185-209	(skim)
Appendix C - Guidance on Designing and Administering Surveys	210-213	(skim)
Appendix D - Assessing Value Added to Customers	214-230	(skim)
Appendix E - Surveys Administered by the States to Their Customers	231-246	(skim)
Appendix F - Blank Worksheets	247-266	(skim)
Abbreviations used without definitions in TRB publications	267-267	(skim)

Description

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.

NCHRP Report 511:

Guide for Customer-Driven Benchmarking of Maintenance Activities

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