Measuring the operational performance of a public transit company
International Journal of Operations & Production Management
ISSN: 0144-3577
Article publication date: 1 June 2002
Abstract
This paper reports a study that was carried out to obtain comprehensive performance ratings to gauge the productive and service quality performance of a public transit company using a recent performance measurement method called operational competitiveness rating (OCRA) analysis. The computed ratings incorporate the cost and revenue efficiency of operations, quality of service experience as perceived by commuters, and the quality of service delivery in specific areas measured internally. The ratings reflect the strategic priorities the company assigns to the financial and customer service implications of its operations. We demonstrate OCRA’s use as a diagnostic tool to examine a series of scenarios to construct performance profiles corresponding to different managerial priorities.
Keywords
Citation
Parkan, C. (2002), "Measuring the operational performance of a public transit company", International Journal of Operations & Production Management, Vol. 22 No. 6, pp. 693-720. https://doi.org/10.1108/01443570210427695
Publisher
:MCB UP Ltd
Copyright © 2002, MCB UP Limited