Below are the first 10 and last 10 pages of uncorrected machine-read text (when available) of this chapter, followed by the top 30 algorithmically extracted key phrases from the chapter as a whole.
Intended to provide our own search engines and external engines with highly rich, chapter-representative searchable text on the opening pages of each chapter. Because it is UNCORRECTED material, please consider the following text as a useful but insufficient proxy for the authoritative book pages.
Do not use for reproduction, copying, pasting, or reading; exclusively for search engines.
OCR for page 175
REFERENCES Ahmed, P.K. and M. Rafiq (1998), "Integrated Benchmarking, a Holistic Examination of Select Techniques for Benchmarking Analysis," Benchmarking for Quality Management and Technology, Vol. 5, No. 3, pp. 225242. Aigner, D. and S. Chu (1968), "On Estimating the Industry Production Function," American Economic Review, Vol. 58, pp. 826839. Alfelor, R.M., W.A. Hyman, and G.R. Niemi (1990), "Customer-Oriented Maintenance Decision Support System: Developing a Prototype," Transportation Research Record 1672, Transportation Research Board of the National Academies, Washington, DC, pp. 110. 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, "Thought through Leadership" series, New York, NY. Anderson, P. and K. Hockensmith (1997), "Kentucky Transportation Cabinet: Annual Assessment of Customer Needs and Satisfaction: Mail Survey," KTC-97-24, Final Report, Kentucky University, Lexington. Balm, G.J. (1996), "Benchmarking and Gap Analysis: What Is the Next Milestone?" Benchmarking for Quality Management and Technology, Vol. 3, No. 4, pp. 2833. Balm, G.J. (1992), Benchmarking: A Practitioner's Guide or Becoming and Staying America's Best of the Best, QPMA Press, Schaumburg, IL. Banker, J.D., A. Charnes, and W.W. Cooper (1984), "Some Models for Estimating Technical and Scale Inefficiencies in Data Envelopment Analysis," Management Science, Vol. 30, pp. 10781092. Bhote, K.R. and A.K. Bhote (2000), World Class Quality, Second Edition, American Management Association, New York, NY. 179
OCR for page 176
References 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 57, 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), "Measuring the Efficiency of Decisionmaking Units," European Journal of Operations Research, Vol. 2, pp. 429444. 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 Organization's Performance Through Effective Benchmarking, AMACOM American Management Association, New York, NY. Debreau, G. (1951), "The Coefficient of Resource Utilization," Econometrica, Vol. 19, pp. 273292. Deming, W.E. (1939), Statistical Method from the Viewpoint of Quality Control. 180
OCR for page 177
Doemland, R.D. (1996), "Performance Measures in the Pennsylvania Department of Transportation," Preprint from Eleventh Equipment Management Workshop, Syracuse New York, June 2326. Dye, D.L. and L. Rus (1997), "Maintenance Accountability Process--MAP--A Quality Approach to Maintenance Management, Preprint from Eighth AASHTO/TRB Maintenance Management Conference, July 1317, Sarasota Springs, NY. Dyson, R.G., E. Thanassoulis, and A. Boussofiane (1990), "Data Envelopment Analysis," 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), "Measuring the Technical Efficiency of Production," Journal of Economic Theory, Vol. 19, pp. 150162. 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), "The Measurement of Productive Efficiency," Journal of the Royal Statistical Society Series, Vol. A 120, pp. 253281. Fitz-Enz, J. (1993), Benchmarking Staff Performance: How Staff Departments Can Enhance Their Value to the Customer. Frevert, L. and A. Paul (1998), "Benchmarking: Applying Private Sector Strategies to Local Government: The Kansas City Experience," APWA Reporter, June 1998, pp.1213. 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
OCR for page 178
References 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), "Perception of Highway Maintenance in Montana in 1998: the Results of a Telephone Survey," Invitational Workshop on Maintenance Quality Initiatives, Whitefish, MT, May 67, 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), "The Balanced Scorecard: Measures That Drive Performance, Harvard Business Review, Vol. 70, JanuaryFebruary, pp. 7179. 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), "An Analysis of Production as an Efficient Combination of Activities," 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), "Production Frontiers and Productive Efficiency," in Fried, Lovell, and Schmidt, Eds., The Measurement of Productive Efficiency, Oxford University Press, New York, NY. Markow, M.J. (1999), "Levels of Service for Colorado DOT's Customer Oriented Maintenance Management," Invitational Workshop on Maintenance Quality Initiatives, Whitefish, MT, May 67, 1999, preprints. 182
OCR for page 179
Markow, M.J. and R.M. Alfelor (1997), "Estimating the Benefits of Highway Maintenance, Preprint from Eighth AASHTO/TRB Maintenance Management Conference, July 1317, Sarasota Springs, NY. McAniff, R. and D. Allen (1997), "Self Directed Highway Maintenance Teams: Summary of Experiences and Lessons Learned During the First Five Years: 19901995," presented at the 11th Equipment Management Workshop, Transportation Research Circular No. 475, Transportation Research Board of the National Academies, Washington, DC. Niemi, G. (1999), "How to Use Market Research and Quality Techniques to Manage Maintenance Operations," Invitational Workshop on Maintenance Quality Initiatives, Whitefish, MT, May 67, 1999, preprints. Parasuraman, A., V.A. Zeithaml, and L.L. Berry (1988), "SERVQUAL: A Multiple Item Scale for Measuring Consumer Perceptions of Service Quality, " Journal of Retailing, Vol. 64, Spring, pp. 1240. Parasuraman, A., V.A. Zeithaml, and L.L. Berry (1985) "A Conceptual Model of Service Quality and Its Implications for Future Research," Journal of Marketing, Vol. 49, Fall, pp. 4150. Peck, M.W., C.A. Sheraga, and R.P. Boisjoly (1996), "The Utilization of Data Envelopment Analysis in Benchmarking Aircraft Maintenance," Transportation Research Forum, 38th Meeting, Vol. 1, pp. 294303. Pennsylvania DOT (1997), PennDOT Maintenance Activities, Magellan's Rosetta, 19921996, Version 1.61. Pletan, R.A. (1998), Managing Winter Maintenance Through the Eyes of the Customer, "10th PIARC International Winter Road Congress, March 16, 1998 to March 19, 1998, Lulea, Sweden, published by Swedish National Road and Transport Research Institute, pp. 171179. Poister, T.H., R.H. Harris, and J. Robinson (1998), "Large-scale Customer Feedback on a State Highway Maintenance Program," Public Works Management and Policy," Vol. 2. No. 4., pp. 294305. 183
OCR for page 180
References Ray, S.C. (1991), "Resource Use Efficiency in Public Schools: A Study of Connecticut Data," Management Science 37, pp. 16201628. Ruggiero, J. (1996a), "On the Measurement of Technical Efficiency in the Public Sector," European Journal of Operational Research, pp. 553565. Ruggiero, J. (1996b), "Efficiency of Educational Production: An Analysis of New York School Districts," Review of Economics and Statistics, pp. 499509. Ruggiero, J. and S. Bretschneider (1997), "On the Measurement of Koopmans Efficiency," European Journal of Operational Research. Saaty, T.L. (1980), The Analytic Hierarchy Process, McGraw- Hill, New York, NY. Seiford, L.M. (1989), "A Bibliography of Data Envelopment Analysis, Working Paper," 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), "A Quality Assurance Program for Highway Maintenance Agencies," Invitational Workshop on Maintenance Quality Initiatives, Whitefish, MT, May 67, 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. 184
OCR for page 181
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), "Estimating Preferred Target Input-Output Levels Using Data Envelopment Analysis," European Journal of Operational Research, Vol. 56, pp. 8097. Watson, G.H. (1993), Strategic Benchmarking: How to Rate Your Company's Performance Against the World's Best, Wiley, New York, NY. Wikelius, M.R. (1999), "Driving Customer Defined Quality into Highway Maintenance," Invitational Workshop on Maintenance Quality Initiatives, Whitefish, MT, May 67, 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), "The Analytic Hierarchy Process--A Survey of the Method and Its Applications," Interfaces, Vol. 16, No.4, pp. 96108. 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), "A Review of Key Publications on Benchmarking, Part II," Benchmarking for Quality Management and Technology, Vol. 3, No. 1, pp. 4549. Zairi, M. and M. Youssef (1995), "A Review of Key Publications on Benchmarking, Part I," Benchmarking for Quality Management and Technology, Vol. 2, No. 1, pp. 6572. Zairi, M. and P. Leonard (1994), Practical Benchmarking: The Complete Guide, Chapman and Hall, New York, NY. 185