An Application of the Balanced Scorecard to Public Transit System Performance Assessment

An Application of the Balanced Scorecard to Public Transit System Performance Assessment

學生 : 9932039 游智涵

組織管理與運輸個案應用期末報告

指導老師 : 任維廉

Jason Keith Phillips, Transportation

9932040 廖家慧

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Contents Abstract The Balanced Scorecard The Metrics of Public Transit Case 平衡計分卡的優缺點與障礙 Conclusion Reference

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Abstract

This article has 3 primary purposes:

To explore the concept of the balanced scorecard and its applicability to public transit system performance assessment.

To provide a comprehensive list of performance constructs and measures.

To develop a “shopping list” of performance measures for managers.

Abstract BSC Metrics Case 優缺點 Conclusion

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What Is The Balanced Scorecard A tool of performance management

Kaplan and Norton (1992)

- Four metrics for private sector organizations

1. The Financial Perspective 2. The Internal Business Perspective 3. The Customer Perspective 4. The Innovation and

Learning Perspective


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BSC 循環過程圖共同意願

公司戰略

具體目標(4個方面 )

績效評估指標(4個方面 )

調整

生產

轉化

設置

回饋


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ExampleAbstract BSC Metrics Case 優缺點 Conclusion

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The Balanced Scorecard for Public Transit Systems

Private sector organization- Financial 、 Internal Business 、 Customer 、 Innovation and Learning

Public sector organization- Effectiveness 、 Efficiency

Public transit- Effectiveness 、 Efficiency 、 Impact


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The Balanced Scorecard for Public Transit Systems

Are We Doing Right Things?

Efficiency PerspectiveGoals/Constructs Measures

Effectiveness PerspectiveGoals/Constructs Measures

Impact PerspectiveGoals/Constructs Measures

Are We Doing Things Right?

Are We Producing the Externalities We Intend?

the metrics of public transit


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The Metrics of Public Transit - Efficiency Indicate the extent to which the government produces a

given output with the least possible use of resources.


Goals / Constructs

Labor Efficiency

Vehicle Efficiency

Profit Maximization / Loss Minimization

Self-Sufficiency

Energy / Fuel Efficiency

Maintenance Efficiency

Maximization of Produced Output Per Dollar of Cost

Maximization of Consumed Output Per Dollar of Cost

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The Metrics of Public Transit - Efficiency


Goals / Constructs Measure Source

Labor Efficiency Annual Bus Miles per Operator Allen & Zapalac (1982)

Annual Passengers Miles per Employee Miller (1980)

… …

… …

… …

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The Metrics of Public Transit - Effectiveness Comparison of produced output to intended output or

objectives.

Measures of effectiveness are concerned with the extent to which the service is provided. quantity, location, …. , etc.


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The Metrics of Public Transit - Effectiveness

Goals / ConstructsUtilization of ServiceSecurityAccessibilityOperating SafetyPassenger ConvenienceFrequency of ServiceReliability of ServiceSpeed of ServiceService QualityPassenger ComfortGeneral Public Satisfaction


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The Metrics of Public Transit - Impact Describe the macro effects of public transit and reflects the

efficiency and effectiveness of transit, as well as external and indirect effects on social wellbeing, economic development, and environmental quality.

Goals / Constructs

Accessibility of the Transit-Dependent

Urban Development/Revitalization

Attraction and Retention of Commuter Traffic

Pollution Reduction

Reduction of Congestion

Reduction of Energy Consumption


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Case 策略背景 :

台中市某家客運公司 super-bus ，於一年前開始營運一條新的公車路線，如今該公司業者想使用平衡計分卡來評估該路線的績效，以做為未來努力的目標。

問 :

1. 在這樣的背景下，會選擇哪些 goals 作為評估的方向 ?


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The Metrics of Public Transit - Efficiency Indicate the extent to which the government produces a

given output with the least possible use of resources.

Goals / ConstructsLabor EfficiencyVehicle EfficiencyCapital EfficiencyEnergy / Fuel EfficiencyMaintenance EfficiencyPublic Transit Efficiency


是否有效使用員工購買此大眾運輸運具，是否有效使用是否讓營收最大化，損失最小化是否有效使用能源是否有效維護包括了服務品質、 output等等

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The Metrics of Public Transit - Effectiveness

Goals / ConstructsUtilization of ServiceSecurityAccessibilityOperating SafetyPassenger ConvenienceFrequency of ServiceReliability of ServiceSpeed of ServiceService QualityPassenger ComfortGeneral Public Satisfaction


真正使用這項運輸服務的旅客人數在運具上或運輸設施內遭受的人為傷害可及性運輸系統造成的身體傷害旅客到達目的地做的努力提供給旅客服務的頻率，如公車班次是否達成給旅客的諾言從 A地到 B地所需的時間運輸服務的品質車內是否擁擠、吵雜、溫度是否合宜等因素民眾對於大眾運輸服務的整體認知

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The Metrics of Public Transit - Impact Describe the macro effects of public transit and reflects the

efficiency and effectiveness of transit, as well as external and indirect effects on social wellbeing, economic development, and environmental quality.

Goals / Constructs

Accessibility of the Transit-Dependent

Urban Development/Revitalization

Attraction and Retention of Commuter Traffic

Pollution Reduction

Reduction of Congestion

Reduction of Energy Consumption


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平衡計分卡範例

Labor


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Case 策略背景 :

台中市某家客運公司 super-bus ，於兩年前開始營運一條新的公車路線，如今該公司業者想使用平衡計分卡來評估該路線的績效，以做為未來努力的目標。

問 :

1. 在這樣的背景下，會選擇哪些 goals 作為評估的方向 ?

2. 使用平衡計分卡會產生哪些優點與缺點 ?


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優點使整個組織行動一致，服務於公司戰略。

能有效地將組織的戰略轉化為組織各層的績效目標和行動。

有助於員工對組織目標的溝通和理解

通過實施 BSC ，提高組織整體管理水平


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缺點不容易確定績效的衡量指標

當組織戰略或結構變更的時候，平衡計分卡也應當隨之重新調整

較難執行

平衡計分卡無法引導管理者提高績效的方法


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障礙溝通與共識上的障礙

組織與管理系統方面的障礙

信息交流方面的障礙

對績效考核認識方面的障礙


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Conclusion This article explored the balanced scored approach and

how it can be applied to the assessment of public transit system performance.

This article also developed a “shopping list” of performance measures for managers

This list of transit system goals and performance measures may benefit the conducting of future research.


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Reference http://wiki.mbalib.com/zh-tw/

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https://balancedscorecard.org/Resources/AbouttheBalancedScorecard/tabid/55/Default.aspx

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An Application of the Balanced Scorecard to Public Transit System Performance Assessment