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NCHRP Report 511: Guide for Customer-Driven Benchmarking of Maintenance Activities (2004)
National Cooperative Highway Research Program (NCHRP)

Citation Manager

Hyman, W, Transportation Research Board. "References." NCHRP Report 511: Guide for Customer-Driven Benchmarking of Maintenance Activities. Washington, DC: The National Academies Press, 2004.

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Page
175
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Page
175
Front Matter (R1-R9)
Introduction to the Guide (1-5)
What Is Benchmarking? (6-6)
What Is Customer-Driven Benchmarking? (7-8)
How Do You Recognize Best Performances and Practices? (9-10)
Why Benchmark? What Are the Benefits? (11-11)
Prerequisites for Customer-Driven Benchmarking (12-13)
Scope of Customer-Driven Benchmarking (14-15)
Who Is Involved? (16-17)
Getting Started (18-22)
Rewards and Recognition (23-23)
Benchmarking Myths (24-24)
Critical Success Factors (25-26)
Chapter 2 - Selecting Benchmarking Partners (27-28)
Criteria for Selecting Partners (29-32)
Determining the Organizational Level at Which to Benchmark (33-33)
Number of Benchmarking Partners (34-34)
Negotiating a Customer-Driven Benchmarking Partners Agreement (35-41)
Enrolling Benchmarking Units in Each Organization (42-42)
Types of Measures (43-45)
Outcomes (46-53)
Commonly Recognized Measures (54-63)
A Catalog of Measures (64-67)
Resource Measures (68-70)
Hardship Factors (71-73)
Output Measures (74-75)
An Overview of the Steps (76-78)
Step 1: Select Partners (79-81)
Step 2: Establish Measures (82-120)
Step 3: Measure Performance (121-130)
Step 4: Identify Best Performances and Practices (131-171)
Step 5: Implement and Continuously Improve, (172-174)
References (175-181)
Appendix A - Draft Benchmarking Agreement (182-184)
Appendix B - Catalog of Benchmarking Measures (185-209)
Appendix C - Guidance on Designing and Administering Surveys (210-213)
Appendix D - Assessing Value Added to Customers (214-230)
Appendix E - Surveys Administered by the States to Their Customers (231-246)
Appendix F - Blank Worksheets (247-266)
Abbreviations used without definitions in TRB publications (267-267)

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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

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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

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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

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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

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