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OCR for page 72
72 0.3 Complaints per Operator per Month 0.25 0.2 0.15 0.1 0.05 0 1 3 4 5 6 12 18 24 36 60 Tenure Figure 6-11. Complaint rates by operator tenure (in months), DART ADA paratransit service, September 2008 through February 2009. Complaint Rate Results--LYNX, Orlando, FL forming split shifts who had at least 6 months of experience were 8% to 9% more productive than operators working sim- Eleven months of complaint data was analyzed in Orlando. ilar shifts who had less than 6 months of experience. Opera- A total of 277 operator-related complaints were identified. Fig- tors working straight shifts and who had from 1 to 5 years of ure 6-12 and Table 6-4 show the results of the analysis. The experience were 5% more productive than those working sim- results in this second case study site were very different. As ilar sifts who had 1 year or less of experience. shown, the rate of complaints decreased dramatically as In Orlando, the difference was much greater. Operators operators gained more experience. Operators with less than with at least 6 months of experience were 24% more produc- 3 months experience had a complaint rate of 0.08 complaints tive than those with less than 6 months of experience. per operator per month. This decreased steadily to 0.02 to 0.03 In both systems studied, productivity continued to increase for operators with 5 to 7 months of experience. Operators with experience, but a slight drop-off in productivity was with more than 8 months of experience had a complaint rate of only 0.01 to 0.02 complaints per operator per month. documented in both systems for operators with more than Given these dramatically different results for the two case 5 years of experience. Operators with more than 5 years of study sites, further research in this area is clearly needed. experience were still, however, more productive than those with less than 6 months experience. This drop-off in longer- term productivity could point to the need for ongoing train- Summary of Findings ing and incentives. This analysis suggests that greater job experience does Information from both systems studied also indicated translate into increased productivity. In Dallas, operators per- marked improvements in on-time performance with increased Table 6-3. Complaints by operator tenure, DART ADA paratransit service, September 2008 through February 2009. Complaints Percent of Tenure in Complaints Months of per Driver per Drivers with Months per Driver Data Month Complaints 61+ 1.26 6 0.21 55% 36-60 1.61 6 0.27 50% 24-35 1.17 6 0.19 42% 18-23 1.25 6 0.21 58% 12-17 1.15 6 0.19 58% 6-11 1.50 6 0.25 60% 5 1.00 6 0.17 36% 4 0.71 5 0.14 43% 3 0.47 4 0.12 29% <3 0.07 2 0.03 7%

OCR for page 72
73 0.080 0.070 Complaints per Operator per Month 0.060 0.050 0.040 0.030 0.020 0.010 0.000 1 2 3 4 5 6 7 8 9 10 11 12 18 24 36 48 60 Tenure Figure 6-12. Complaint rates by operator tenure (in months), LYNX ADA paratransit service, July 2008 through May 2009. experience. In Dallas, on-time performance was almost 5 per- with experience, eventually operators with the most experi- centage points higher for operators with more than three ence were between 9 and 13 percentage points higher com- months of experience compared to operators with less than pared to those who were new to the job. 3 months of experience. On-time performance did not vary The review of complaint rates produced mixed results. In much after operators had at least 3 months of experience. Orlando, operators with more experience provided service In Orlando, on-time performance improved by between 3 with fewer incidents of complaints. In Dallas, complaint rates and 8 percentage points once operators had at least 3 months increased with job tenure. These mixed results indicate that of experience. On-time performance continued to increase more research is needed in this area. Table 6-4. Complaints by operator tenure, LYNX ADA paratransit service, July 2008 through May 2009. # of Drivers Complaints % of Drivers Tenure # of with Complaints Months of per Driver per with (Months) Complaints # of Drivers Complaints per Driver Data Month Complaints 1 8 105 7 0.08 1 0.08 6.67% 2 6 86 6 0.07 2 0.03 6.98% 3 11 76 10 0.14 3 0.05 13.16% 4 4 76 4 0.05 4 0.01 5.26% 5 13 75 11 0.17 5 0.03 14.67% 6 12 71 10 0.17 6 0.03 14.08% 7 17 72 13 0.24 7 0.03 18.06% 8 9 62 8 0.15 8 0.02 12.90% 9 9 71 9 0.13 9 0.01 12.68% 10 12 77 11 0.16 10 0.02 14.29% 11 9 76 7 0.12 11 0.01 9.21% 12 53 349 42 0.15 11 0.01 12.03% 18 18 219 18 0.08 11 0.01 8.22% 24 47 234 40 0.20 11 0.02 17.09% 36 13 150 12 0.09 11 0.01 8.00% 48 13 129 12 0.10 11 0.01 9.30% 60 23 318 19 0.07 11 0.01 5.97% TOTAL: 277 2246 239