运输绩效评估

1、7. 運輸績效評估：An Application of the Balanced Scorecard to Public Transit System Performance AssessmentPhillips, J.K.Transportation Journal, 43(1), p.26-55, 2004.報告人：吳維真指導老師：任維廉 老師日期：2008.1.151Outlines前言平衡計分卡(BSC)大眾運輸的構面(metrics)運輸績效量度的理論與方法1. 效率構面2. 效能構面3. 衝擊構面結論2前言(1/2)大眾運輸：預算龐大公眾的檢視公、私部門目標之差異：私追求利潤最大公

2、much more than simply profitability如何確實評估政府部門的績效？研究目的：1. 探討BSC的概念與其在大眾運輸系統績效評估的適用性2. 提供一組針對大眾運輸績效評估的綜合性清單3. 發展績效量測的”shopping list”供大眾運輸的管理者發展 BSC時選擇3前言(2/3)BSCBalanced Scorecard Approach一種績效衡量制度與策略、報酬制度相結合的策略管理工具1992，Dr. R. Kaplan (Harvard Business School) & D. Norton (Nolan, Norton, & Company) 根據許多

3、發展出創新績效衡量系統公司進行個案研究之結果成為企業績效管理使用之衡量架構之一“What you measure is what you get”4前言(3/3)BSC最初發展是專門針對私部門私部門組織的四個構面：1. 財務觀點2. 企業內部觀點3. 顧客觀點4. 創新與學習觀點1990中期，BSC開始發展於公部門2003，Arveson建議公部門採”效率”、”效能”構面本文考量了大眾運輸對社會的整體影響(macro effects)，建議加入：”衝擊”5大眾運輸的構面(1/2)1.效率(Efficiency)政府在固定生產(output)下盡可能使用最少的資源(input)“do thing

4、s right.”2.效能(Effectiveness)實際產出(produced output)與計畫產出(intended output)or目標之差異；是否符合市民需要？“do the right things.” 3.衝擊(Impact)大眾運輸對社會整體的外在、間接影響社會福利、經濟發展、環境品質6大眾運輸的構面(2/2)Are we doing things right ?Are we doing the right things ?Are we producing the externalities we intend ?7運輸績效量度的理論與方法(1/1)文獻指出運輸績效量度的

5、分類之原因：效率與效能在基礎上的不同不將兩者分開可能造成量度項目的混淆效率指出運輸系統中的相對績效效能單一個系統於特定環境下某段時間內之相對績效衝擊量化社會福利、經濟發展、環境品質之影響分類方法：效度衡量之研究運輸目標、目的之文獻檢閱business, political science, & other social sciences之相關文獻8效率構面(1/6)效率的概念可被分為”input” & “output”兩面Input：運輸系統使用資源的能力&影響生產因素Labor, equipment, capital, and energyOutput：運輸系統固定資源下之最大生產能力運輸服

6、務的程度可分為：1. 服務的量 (supply, how much transit service exsits?)2. 服務品質 (how good is the service?)3. 成本/收益Maximization of produced output per dollar costMaximization of consumed output per dollar cost9效率構面(2/6)Labor Efficiency約佔運輸系統總成本的80%關鍵績效指標亦可稱為：“labor productivity” or “labor utilization”Goals/Constru

7、ctsmeasureLabor efficiencyAnnual bus miles per operatorAnnual passengers per employeeAnnual vehicle-hours per annual employee-hourPassenger miles per employee hourPassengers per driver pay hourPeak vehicles per operating employeePeak vehicles per operating personnel10效率構面(3/6)Goals/Constructsmeasure

8、Vehicle efficiency% vehicle operating at peakAnnual passenger per vehicleAnnual vehicle miles of service per vehicleRevenue capacity miles per vehicle mileSystem-wide revenue hours per vehicleTotal vehicle hours per busVehicle hours per peak vehicle requirementVehicle Efficiency大眾運輸花費高額成本投資亦可稱為：“veh

9、icle productivity” or “vehicle utilization”11效率構面(4/6)Capital Efficiency兩個子概念：利潤最大/虧損最小避免政府赤字發生自給自足政府原則上不希望大眾運輸有太高的利潤評估大眾所願意付給營運者的費率以合理訂價自給自足吸引大眾Goals/ConstructsmeasureProfit maximization/ Loss minimizationAverage cost per vehicle hourCost per tripOperator cost per passengerPassenger revenue per ope

10、rating expenseSelf-sufficiencyOperating revenue per operating expenseOperating revenue per operating subsidySubsidy per passenger12效率構面(5/6)Energy/Fuel Efficiency運輸成本主要項目運輸系統的共同目標：最大化燃料效率Goals/ConstructsmeasureEnergy/Fuel EfficiencyEnergy consumption per revenue vehicle hourEnergy consumption per re

11、venue vehicle mileFuel cost per vehicle-mileGallons of fuel per passengerPassenger-miles per gallonRevenue vehicle miles per gallon dieselTotal vehicle miles per gallons of fuel consumed13效率構面(6/6)Maintenance Efficiency固定成本下，如何有效維護系統正常運作故障：金錢成本、顧客滿意成本Goals/ConstructsmeasureMaintenance Efficiency1,00

12、0,000 vehicle miles per roadcallAnnual bus miles per roadcallLost vehicle-miles per breakdownMaintenance cost per maintenance man-hoursMaintenance cost per vehicleMean time to repair per breakdownMaintenance cost per seat mile14效能構面(1/6)效能的概念可由比較”produced output”&”intended output”表示提供的服務：品質、區位、特色是否合

13、乎政府標的與市民需求？Utilization of service, Security, Accessibility, Operating safety, Passenger convenience, Frequency of service, Reliability of service, Speed of service, Service quality, Passenger comfort, General public satisfaction15效能構面(2/6)Utilization of servic多少人真正使用運輸服務亦可稱為：“usage levels” or “servi

14、ce utilization”Goals/ConstructsmeasureUtilization of serviceLoad factorPassenger mile per employee hourPassenger trips per peak vehiclePassengers per service area populationRevenue passengers per capacityTotal annual passengers/ service area populationTotal passengers per revenue vehicle mile16效能構面(

15、3/6)Security運輸工具的安全性將影響大眾的流動安全隱憂：選擇他種運具Accessibility將乘客送至目的地的能力Goals/ConstructsmeasureSecurityNumber of crime incident related to transportationAccessibility% of residents more than 1 hour from key destinations% of residents not within “X” min of public transit servicePercent employment servedPercen

16、t of population servedPercent transit-dependent served17效能構面(4/6)Operating safety使用者非使用者的實質傷害，以及財物損失Passenger convenienceHow easily can transit patrons use?與可及性、服務頻率、服務速度高度相關Goals/ConstructsmeasureOperating safetyNumber of accidents per vehicle mileNumber of injuries per vehicle mileTotal revenue mi

17、les per accident1,000,000 vehicle mile per accidentVehicle miles per accidentPassenger conveniencecitizen perception of travel convenience18效能構面(5/6)Frequency of service乘客可接受的班距Reliability of service所提供之服務是否符合給定之承諾Speed of service兩地所需花費之時間Goals/ConstructsmeasureFrequency of serviceFrequency of perfo

18、rmanceReliability of serviceLetter of complaintLost vehicle-kmsOn-time performanceDeviation from schedule / Ave passenger waiting timeSpeed of serviceOperating speedTime required to travel between major origin & destination points19效能構面(6/6)Service quality所提供的服務品質給旅客之觀感：轉乘便利性、潔淨、駕駛員表現Passenger comfo

19、rt擁擠度、噪音、溫度General public satisfaction大眾對特定地區所提供服務的滿意度Goals/ConstructsmeasureService quality% on-time arrivals% transfersAverage bus ageNumber of vehicles per route milePercent trips missedPassenger comfortIndex to road surface qualityCitizen perception of travel comfortGeneral public satisfactionCi

20、tizen perception of overall adequacy of transportation services20衝擊構面(1/6)Accessibility of the transit-dependent (elderly/disabled/lower income)Urban development/ revitalization Attraction and retention of commuter trafficPollution reductionReduction of congestionReduction of energy consumption21衝擊構

21、面(2/6)Accessibility of the transit-dependent提供服務給大眾運輸依賴者Urban developmen/revitalization目標：控制都市發展與提升弱勢地區Attraction and retention of commuter traffic提供國家運輸收入並正面影響未使用大眾運輸的個體Goals/ConstructsmeasureAccessibility of the transit-dependent% elderly and handicapped served% route miles in low income areaPassengers per elderly populationPercent transit dependent servedTotal vehicle hours per elderly serv