National Academies Press: OpenBook

Guide for Customer-Driven Benchmarking of Maintenance Activities (2004)

Chapter: Appendix F - Blank Worksheets

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Suggested Citation:"Appendix F - Blank Worksheets." National Academies of Sciences, Engineering, and Medicine. 2004. Guide for Customer-Driven Benchmarking of Maintenance Activities. Washington, DC: The National Academies Press. doi: 10.17226/13720.
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Suggested Citation:"Appendix F - Blank Worksheets." National Academies of Sciences, Engineering, and Medicine. 2004. Guide for Customer-Driven Benchmarking of Maintenance Activities. Washington, DC: The National Academies Press. doi: 10.17226/13720.
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Suggested Citation:"Appendix F - Blank Worksheets." National Academies of Sciences, Engineering, and Medicine. 2004. Guide for Customer-Driven Benchmarking of Maintenance Activities. Washington, DC: The National Academies Press. doi: 10.17226/13720.
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Suggested Citation:"Appendix F - Blank Worksheets." National Academies of Sciences, Engineering, and Medicine. 2004. Guide for Customer-Driven Benchmarking of Maintenance Activities. Washington, DC: The National Academies Press. doi: 10.17226/13720.
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Suggested Citation:"Appendix F - Blank Worksheets." National Academies of Sciences, Engineering, and Medicine. 2004. Guide for Customer-Driven Benchmarking of Maintenance Activities. Washington, DC: The National Academies Press. doi: 10.17226/13720.
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Suggested Citation:"Appendix F - Blank Worksheets." National Academies of Sciences, Engineering, and Medicine. 2004. Guide for Customer-Driven Benchmarking of Maintenance Activities. Washington, DC: The National Academies Press. doi: 10.17226/13720.
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Suggested Citation:"Appendix F - Blank Worksheets." National Academies of Sciences, Engineering, and Medicine. 2004. Guide for Customer-Driven Benchmarking of Maintenance Activities. Washington, DC: The National Academies Press. doi: 10.17226/13720.
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Suggested Citation:"Appendix F - Blank Worksheets." National Academies of Sciences, Engineering, and Medicine. 2004. Guide for Customer-Driven Benchmarking of Maintenance Activities. Washington, DC: The National Academies Press. doi: 10.17226/13720.
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Suggested Citation:"Appendix F - Blank Worksheets." National Academies of Sciences, Engineering, and Medicine. 2004. Guide for Customer-Driven Benchmarking of Maintenance Activities. Washington, DC: The National Academies Press. doi: 10.17226/13720.
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Suggested Citation:"Appendix F - Blank Worksheets." National Academies of Sciences, Engineering, and Medicine. 2004. Guide for Customer-Driven Benchmarking of Maintenance Activities. Washington, DC: The National Academies Press. doi: 10.17226/13720.
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Suggested Citation:"Appendix F - Blank Worksheets." National Academies of Sciences, Engineering, and Medicine. 2004. Guide for Customer-Driven Benchmarking of Maintenance Activities. Washington, DC: The National Academies Press. doi: 10.17226/13720.
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Suggested Citation:"Appendix F - Blank Worksheets." National Academies of Sciences, Engineering, and Medicine. 2004. Guide for Customer-Driven Benchmarking of Maintenance Activities. Washington, DC: The National Academies Press. doi: 10.17226/13720.
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Suggested Citation:"Appendix F - Blank Worksheets." National Academies of Sciences, Engineering, and Medicine. 2004. Guide for Customer-Driven Benchmarking of Maintenance Activities. Washington, DC: The National Academies Press. doi: 10.17226/13720.
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Suggested Citation:"Appendix F - Blank Worksheets." National Academies of Sciences, Engineering, and Medicine. 2004. Guide for Customer-Driven Benchmarking of Maintenance Activities. Washington, DC: The National Academies Press. doi: 10.17226/13720.
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Suggested Citation:"Appendix F - Blank Worksheets." National Academies of Sciences, Engineering, and Medicine. 2004. Guide for Customer-Driven Benchmarking of Maintenance Activities. Washington, DC: The National Academies Press. doi: 10.17226/13720.
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Suggested Citation:"Appendix F - Blank Worksheets." National Academies of Sciences, Engineering, and Medicine. 2004. Guide for Customer-Driven Benchmarking of Maintenance Activities. Washington, DC: The National Academies Press. doi: 10.17226/13720.
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Suggested Citation:"Appendix F - Blank Worksheets." National Academies of Sciences, Engineering, and Medicine. 2004. Guide for Customer-Driven Benchmarking of Maintenance Activities. Washington, DC: The National Academies Press. doi: 10.17226/13720.
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Suggested Citation:"Appendix F - Blank Worksheets." National Academies of Sciences, Engineering, and Medicine. 2004. Guide for Customer-Driven Benchmarking of Maintenance Activities. Washington, DC: The National Academies Press. doi: 10.17226/13720.
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Suggested Citation:"Appendix F - Blank Worksheets." National Academies of Sciences, Engineering, and Medicine. 2004. Guide for Customer-Driven Benchmarking of Maintenance Activities. Washington, DC: The National Academies Press. doi: 10.17226/13720.
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Suggested Citation:"Appendix F - Blank Worksheets." National Academies of Sciences, Engineering, and Medicine. 2004. Guide for Customer-Driven Benchmarking of Maintenance Activities. Washington, DC: The National Academies Press. doi: 10.17226/13720.
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APPENDIX F: BLANK WORKSHEETS WS-1 Name of Benchmarking Partner: __ _______ Identification Code: Number of Benchmarking Units: Organizational Level of Benchmarking Units: Benchmarking Agreement # : No. Name of Benchmarking Unit Lane Miles No. of Employees Budget ($000s) Terrain (F,H,M) Weather/ Env. Region 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. WORKSHEET 1. BENCHMARKING UNITS OF EACH PARTNER

WS-2 YOUR VISION STATEMENT KEY PHRASES RELATIONSHIP TO CUSTOMER 1. 1. 2. 2. 3. 3. 4. 4. ASSESSMENT OF VISION STATEMENT ❑ Customer(s) directly addressed? Yes No ❑ Key transportation attributes explicitly addressed? Yes No ❑ Addresses quality/continuous improvement? Yes No ❑ Others: REVISED VISION STATEMENT (for Agency or Road Maintenance) 1. 1. 2. 2. 3. 3. 4. 4.       WORKSHEET 2. ROLE OF CUSTOMER IN VISION

WORKSHEET 3. ROLE OF CUSTOMER IN MISSION WS-3 YOUR MISSION STATEMENT KEY PHRASES RELATIONSHIP TO CUSTOMER 1. 1. 2. 2. 3. 3. 4. 4. ASSESSMENT OF MISSION STATEMENT ❑ Customer(s) directly addressed? Yes No ❑ Key transportation attributes explicitly addressed? Yes No ❑ Addresses quality/continuous improvement? Yes No ❑ Others: REVISED MISSION STATEMENT (for Agency or Road Maintenance) KEY PHRASES RELATIONSHIP TO CUSTOMER 1. 1. 2. 2. 3. 3. 4. 4.    

WORKSHEET 4. FIGURING OUT YOUR PRODUCTS AND SERVICES: EXAMPLE WS-4a Attributes Attributes by Category Product/Services Name Clear Roadways a. Clear of unplanned obstructions b. Clear of ice and snow c. Plowing frequency during snow fall d. Clear intersections and crossovers Smooth Pavement a. Ride comfort Available Bridges a. Bridge open and closed b. Posted loads c. Traffic detoured x detour length d. Condition of bridge components Safe Guidance a. Guardrail and bridge rail condition b. Nighttime visibility of signs and markings c. Legibility of signs d. Signpost condition e. Obstruction of safety features 1. Legibility of signs 2. Guardrail and bridge rail condition 3. Posted loads 4. Signpost condition 5. Plowing frequency during snow fall 6. Clear of unplanned obstructions 7. Nighttime visibility of signs and markings 8. Condition of bridge components 9. Traffic detoured x detour length 10. Bridge open and closed 11. Clear intersections and crossovers 12. Clear of ice and snow 13. Obstruction of safety features 14. Ride comfort

WORKSHEET 4. FIGURING OUT YOUR PRODUCTS AND SERVICES WS-4b Attributes Attributes by Category Product/Services Name 1. a. 2. b. 3. c. 4. d. 5. e. 6. f. 7. a. 8. b. 9. c. 10. d. 11. e. 12. f. 13. a. 14. b. 15. c. 16. d. 17. e. 18. f. 19. a. 20. b. 21. c. 22. d. 23. e. 24. f. 25. a. 26. b. 27. c. 28. d. 29. e. 30. f. 31. a. 32. b. 33. c. 34. d. 35. e. 36. f.

WORKSHEET 5. MAPPING MAINTENANCE ACTIVITIES TO PRODUCTS AND SERVICES WS-5 Name & Code of Partner: Benchmarking Agreement # : Organizational Level of Benchmarking Unit: Number of Benchmarking Units: Product/Services Maintenance Activity Description Activity Code 1. 2. 3. 4. 5. 6.

WS-6a Product/Service: Smooth Pavements Attributes: Ride Comfort OUTCOME, CONDITION MEASURES AVAILABLE? PRIORITY 1. International Roughness Index (IRI)  Yes  No 2. Maintenance Ride Quality Index  Yes  No 3. Longitudinal Profile  Yes  No 4. Number of Potholes per Lane Mile  Yes  No 5.  Yes  No 6.  Yes  No OUTCOME, CUSTOMER SURVEY QUESTIONS AVAILABLE? PRIORITY 1. Satisfaction with pavement smoothness (1 = very unsatisfied; 5 = very satisfied)  Yes  No 2. Satisfaction with ride comfort  Yes  No 3.  Yes  No 4.  Yes  No 5.  Yes  No 6.  Yes  No ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ WORKSHEET 6. IDENTIFYING MEASURES FOR ATTRIBUTES: EXAMPLE

WORKSHEET 6. IDENTIFYING MEASURES FOR ATTRIBUTES: EXAMPLE WS-6b Product/Service: Attribute(s): OUTCOME, CONDITION MEASURES AVAILABLE? PRIORITY 1. Yes No 2. Yes No 3. Yes No 4. Yes No 5. Yes No 6. Yes No OUTCOME, CUSTOMER SURVEY QUESTIONS AVAILABLE? PRIORITY 1. Yes No 2. Yes No 3. Yes No 4. Yes No 5. Yes No 6. Yes No                       

WORKSHEET 7. OUTCOME MEASURES Product/Service: Attribute(s): Name of Measure How Measure Calculated/Scale Month Data Available Where Data Stored Roadway Network Coverage Data Quality H, M, L, N WS-7

WS-8 Product/Service: Activity Code Name of Activity Labor (UOM) Equipment Type Equip. (UOM) Material Type Material (UOM) Quality of Data H,M,L Cost Data Available (L,E,M,T,OH) Lowest Org. level & # WORKSHEET 8. RESOURCE MEASURES

WORKSHEET 9. HARDSHIP FACTORS WS-9 Product/Service: Factor Possible Measures & Description of How Each Is Calculated Specific Data Required & Source Lowest Org. Level Time Period Data Quality

WORKSHEET 10. OUTPUT MEASURES WS-10 Product/Service: Name Measure How the Measure Is Calculated Data Required & Timing of Availability Organization Level & # of Orgs. Data Quality (H, M, L)

WORKSHEET 11. BENEFITS VERSUS COST OF MEASURES WS-11 Product/Service: B E E N F I T S MEDIUM LOW HIGH C O S T MEDIUM LOW HIGH

WORKSHEET 12. SUMMARY OF RECOMMENDED MEASURES: EXAMPLE WS-12a Product/Service: Smooth Pavements Name & Code of Partner: Department of Transportation, Code 00031 Benchmarking Agreement # : B1234567 Organizational Level of Benchmarking Unit: County Number of Benchmarking Units: 13 MEASURE CODE MEASURE NAME DESCRIPTION OF THE MEASURE UOM SCALE SUMMARY STATISTIC PROTOCOL OC 1 IRI Deviation in the elevation of a pavement from a fixed horizontal plane Inch per Mile 50–210 Section Mean in County FHWA OC 2 Survey Q on Smoothness Semi-annual drivers survey rating their satisfaction with the smoothness of the pavement Rating 1–5 Mean County Response Survey Design & Interview Instruct. R 1 Labor Total hours of labor for activities 150–165 Hrs Total Hrs Maint. Manual R 2 Equipment Total hours of equipment usage, activities 150-165 Hrs Total Hrs Maint. Manual H 1 Degree Days Number of degrees below freezing summed for the year Degrees 0–50 Sum Maint. Manual Section 4.2 OP 1 Lane Miles Treated Numbers of lane miles treated with activities 150–165 for the season Lane Miles 0–500 Sum Maint. Manual Section 5.6

WORKSHEET 12. SUMMARY OF RECOMMENDED MEASURES WS-12b Product/Service: Name & Code of Partner: Benchmarking Agreement # : Organizational Level of Benchmarking Unit: Number of Benchmarking Units: Measure Code Measure Name Description of the Measure UOM Scale Summary Statistic Protocol

WORKSHEET 13. AVAILABILITY OF DATA AND MEASURE WS-13 Product/Service: Name & Code of Partner: Benchmarking Agreement # : Organizational Level of Benchmarking Unit: Number of Benchmarking Units: Code Measure Name Descriptions of Data Being Collected J F M A M J J A S O N D

WORKSHEET 14. BENCHMARKING RESULTS—OUTCOME MEASURES WS-14 Product/Service: ___ _ Name of Partner: Identification Code: Organizational Level of Benchmarking Units: Benchmarking Agreement # : Period of Performance: From: To: OUTCOME MEASURES OC 1 OC 2 OC 3 OC 4 OC 5 NO. NAME OF BENCHMARKING UNIT

WORKSHEET 15. BENCHMARKING RESULTS—RESOURCE MEASURES WS-15 Product/Service: Name of Partner: Identification Code: Organizational Level of Benchmarking Units: Benchmarking Agreement # : Period of Performance: From: To: RESOURCE MEASURES (Cost in Thousands of $) R1 R2 R3 R4 R5 NO. NAME OF BENCHMARKING UNIT 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13.

WORKSHEET 16. BENCHMARKING RESULTS—HARDSHIP (UNCONTROLLABLE) FACTORS WS-16 Product/Service: __ Name of Partner: Identification Code: Organizational Level of Benchmarking Units: Benchmarking Agreement # : Period of Performance: From: To: HARDSHIP MEASURES H 1 H 2 H 3 H 4 H 5 NO. NAME OF BENCHMARKING UNIT 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13.

WORKSHEET 17. BENCHMARKING RESULTS—OUTPUT MEASURES WS-17 Product/Service: Name of Partner: Identification Code: Organizational Level of Benchmarking Units: Benchmarking Agreement # : Period of Performance: From: To: OUTPUT MEASURES OP 1 OP 2 OP 3 OP 4 OP 5 NO. NAME OF BENCHMARKING UNIT 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13.

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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.

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